{"id":125781,"date":"2015-01-01T11:16:57","date_gmt":"2015-01-01T19:16:57","guid":{"rendered":"http:\/\/customerthink.com\/?p=125781"},"modified":"2017-12-14T00:07:28","modified_gmt":"2017-12-14T08:07:28","slug":"6-customer-experience-practices-that-separate-loyalty-leaders-from-laggards","status":"publish","type":"post","link":"https:\/\/customerthink.com\/6-customer-experience-practices-that-separate-loyalty-leaders-from-laggards\/","title":{"rendered":"6 Customer Experience Practices Separate Loyalty Leaders from Laggards"},"content":{"rendered":"
\r\n \r\n In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM)\r\n efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty.\r\n <\/em>\r\n<\/p>\r\n \r\n Customer satisfaction is important for business success. Satisfied customers recommend your brand to their friends, stay with your longer and expand their\r\nbuying relationship with you over time. In fact, researchers<\/a>\r\n found that companies that have customers who are more satisfied with the customer experience (CX) have a better 6-year stock performance compared to\r\n companies that have customers who are less satisfied with their experience (see Figure 1). <\/p>\r\n\r\n