Have you heard of the McKinsey Loyalty Loop? It illustrates how customers go through the process of buying things from the company's perspective. The process is one you're likely familiar with: it starts with consideration, followed by active evaluation of products and options, and...
What's the connection between content and customer lifetime value (CLV)? Some clues and possible answers were revealed in a recent case study from Search Engine Land. In the study, an e-commerce company pulled down all of its “informational” website content, only to find that organic...
In our rush to identify and improve customer journey KPIs, are we overlooking the most important thing? I'm talking about the customers themselves. I'm talking about using customer experience as the starting point, rather than the bottom line. Why? Because failing to empathize with...
See how cloud delivers mission-critical customer experience, right now when you need it most. Virtual Xperience is a four-hour free event that’s live in your time zone – all around the world. Register for this free event and you’ll also get access to the session recordings.
The world’s only Online CX program that prepares you for a future in a post-COVID economy. Backed by the Customer Experience Professionals Association (CXPA) since 2015, and partnered with higher education to offer College Credits, our Online Courses get you focused on winning Customer Experiences and bringing employees together.
CustomerThink’s Advisors – global thought leaders in customer experience, marketing, sales, customer service, customer success, and employee engagement – share their advice on how to sustain positive relationships with your customers and employees during the COVID-19 crisis.
After the corona virus crisis what? This conference seeks to look at a desirable future, a desirable society and business mix; Sustainability and prosperity and re-define prosperity. The conference also examines what may happen and what we may be driven to and why they could be entirely different.
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.