how to sustain customer loyalty customer feedback solution satisfaction
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How to Sustain Customer Loyalty

You've worked hard to build a valuable, loyal customer base, and you don’t want to lose them - churn is never good. But sustaining loyalty and driving customer retention is not as easy as just providing good service. If you want to know how…
customer experience predictions 2020 customer thermometer
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5 Customer Experience Trends for 2020

We are at a pivotal moment for customer experience, with the impact of artificial intelligence (AI) and a very clear shift in relations between customer and company making it harder than ever to stay up to date with ever-evolving customer expectations. Customer…
blue ocean shift book review
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Blue Ocean Shift: Book Review

When Blue Ocean Strategy by W Chan Kim and Renee Mauborgne came out in 2004 it was a seismic book. The thrust of Blue Ocean Strategy (BOS) is that companies must create and drive up elements of remarkable customer experience to be different…
Punk CX book review Adrian Swinscoe CT
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Punk CX: Book Review

Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX. We've all read books where the author has hit upon a good business idea and…
customer thermometer customer success thrive
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Focus on Customer Success to Thrive

Customer success has evolved enormously, especially over recent years. While the theory and practices associated with customer success have their roots in the Software-as-a-Service (SaaS) arena, businesses and organisations that are not involved…
Great Customer Experience Quotes Customer Thermometer
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20 Great Customer Experience Quotes

There are many good customer experience quotes around due to it being a key topic of discussion for a while now, and for good reason. We know that good customer service is more important than ever, with businesses who don't prioritize it not…
customer success retention customer thermometer
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How Customer Success Drives Retention

Retaining your existing customers is extremely valuable. Not least because the cost of acquiring a new customer has been determined to be five times as much as it costs to hang on to an existing customer. Selling to your existing customers has…
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How to Navigate the Feedback Economy

Why are ratings suddenly so important? In the UK alone, online reviews influence an estimated £23bn of transactions each year (source: FT). At the same time, Amazon has filed more than 1,000 law suits against reviews abuse (source: Fortune).…
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How to Improve Customer Experience Using CX Analytics

Do you have a well-established customer experience (CX) strategy? Are you gathering analytical data and properly using that data to improve your customer service? Major retailers and businesses are using a wide variety of channels to pinpoint…
customer success strategy win
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Customer Success Strategies that Work

Customers are the foundation upon which business success is built. Continuously acquiring fresh, new customers while retaining existing, loyal customers is what most businesses want. It has been widely reported that acquiring a new customer…
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Why Customer Experience is Important for B2B

Business to consumer (B2C) enterprises have been embracing and leveraging the benefits provided by ever-changing, personalized customer experiences for many years. It’s therefore not surprising that business to business (B2B) vendors are also…

Retail Customer Experience Management

Consumer habits are constantly changing and technological developments are continuously supporting new ways for customers to interact with retailers. We have previously talked about the challenges involved in customer experience management,…