How to Develop a Winning Customer Experience Strategy

How to Develop a Winning Customer Experience Strategy

There’s no doubt that a stellar customer experience (CX) is necessary for brand success. And to make it happen, you’re going to need a winning strategy. Competition is fierce out there. Today’s consumers have higher expectations for their interactions with brands, and in most cases, plenty of other options if they decide to jump ship. … Continued

8 Ways to Improve Your Customer Experience

8 Ways to Improve Your Customer Experience

The customer experience is everything. Every interaction that a customer has with your organisation — from the first time they become aware of your product or service to their first purchase and beyond — is an opportunity for you to create a positive, lasting impression. And if you’re not focusing on how to make the … Continued

How digital tools give your healthcare business control in COVID-19

How digital tools give your healthcare business control in COVID-19

For the majority of businesses around the world, the outbreak of COVID-19 will have a financial and social impact we can’t yet measure. But with advice from experts warning that it’s the elderly and those with pre-existing conditions who are most vulnerable to the virus, COVID-19 is having a very different impact on healthcare centres … Continued

A hospitality business guide to surviving COVID-19

A hospitality business guide to surviving COVID-19

If you write the word “crisis” in Chinese, there are two characters. One means danger and the other opportunity.  For hospitality businesses around the world, now is a pretty scary and uncertain time. The challenges of the next few weeks and months are among some of the biggest many will face in their careers, and … Continued

Coping with COVID-19: the essential tools your retail business needs right now

Coping with COVID-19: the essential tools your retail business needs right now

If you write the word “crisis” in Chinese, there are two characters. One means danger and the other opportunity.  Obviously COVID-19 is affecting every business, every worker and every person in the world. And while safeguarding yourself and your people should be priority number one, smart businesses are already looking for opportunities to better prepare … Continued

Getting back control under COVID-19: help for leisure businesses

Getting back control under COVID-19: help for leisure businesses

If you write the word “crisis” in Chinese, there are two characters. One means danger and the other opportunity.  For leisure and entertainment businesses around the world, this is a pretty scary and uncertain time. The challenges of the next few weeks and months are among some of the biggest many will face in their … Continued

9 Strategies for Reducing Your Customer Churn

9 Strategies for Reducing Your Customer Churn

It’s the big question on the mind of every forward-thinking business owner or manager: why do I lose customers? Some customer churn, like employee churn, is completely natural even for the most successful businesses. Factors outside your control make it impossible to retain everyone who walks through your doors (real or virtual). But there are … Continued

Canadian Government business support during COVID-19

Canadian Government business support during COVID-19

Across North America and the rest of the world right now, the way each of us live, interact and do business has changed. Writing this working from my home for the fourth week now, it seems that nothing is as it was at the start of March. In Canada and the US, we’ve seen the … Continued

Customer Experience: The Ultimate Guide

Customer Experience: The Ultimate Guide

Customer experience has a very real impact on your company’s bottom line. It affects customer churn, medium-to-long revenue and even your company’s reputation.  According to a Deloitte study, “client-centric companies are 60% more profitable compared to companies not focused on the customer”. In this guide to customer experience we’ll look at definitions, why it’s important … Continued

What Is Customer Experience?

What Is Customer Experience?

Customer experience, often shortened simply to CX, is the relationship that a customer has with a business. It’s multi-dimensional, including everything from overall satisfaction with your product or service to satisfaction with how you respond and communicate. And it’s exceptionally important. Across the consumer pool, 86% are willing to pay more money for a great … Continued