The entire concept of “Customer Experience” as a brand differentiator has been around for a long time now – certainly long before 2020. And until this year, successful brands have relied on their knowledge of their customers’ needs and priorities to make substantial...

A CX Report Card from 4,000 retail customers In a recent study, business communications company Mitel® surveyed more than 4,000 consumers to get a clearer view of how the pandemic has been shaping customer experience and expectations. As I read through their summary,...

“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.” That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the...

Not long ago, in the BP (before pandemic) era, successful brands had gotten so good at knowing, engaging, and selling to their consumers. Back then, their buyers' everyday lives – and purchasing habits – were largely defined by the social media ecosystems in which...

It’s been quite a week, in the middle of quite a year… and next, we head into winter. It struck me today that, no matter how you or I – or any individual leaders within their organizations – might be feeling today, the truth is, we have a mighty responsibility to the...

It’s a time when countless consumer-focused brands are wrestling with this year’s customer experience (CX) performance and next year’s CX plans. If that’s true for you, don’t forget one of the most important steps in the process. Step away from the spreadsheets and...

Worried that this spooky year is scaring away your customers? Here are my top 5 tips for luring them back to your front door and treating them so well that they’ll never run away again. Stop catching them by surprise! Nobody likes an ugly surprise. This year, your...

How to turn a one-time purchase into a loyal customer relationship Consumers are now more mobile, open to switching brands, and intolerant of poor customer experience than ever. What does it take to keep a customer coming back? In a word: Trust… But trust is tricky....

I’ve written a lot about the (often underestimated) role that a customer care team plays in achieving superior customer experience and long-term loyalty. No matter how spectacular or well-funded your marketing strategy – and no matter how flawless your sales operation...

Cooped-up customers say they’re ready to spend, big, online this season. Are you – and everyone on your team – ready to make their brand experience a merry and memorable one?  If you’re looking to your plans and experiences from holidays past, you’re probably not. I...