We’ve created this useful guide to give you the information you need to understand, develop, manage, and measure the impact of the customer experience on your business. What is customer experience (CX)? Customer experience (CX) is an important part of...
What drives customer retention and repeat buying? Having the right product at the right price is definitely key to keeping your customers. However, when products are easily substituted and prices are competitive it is the service experience that can create your...
With each encounter a customer’s experience with your business changes and so do their expectations, the products they use, and which service delivery channels they rely on. Similarly, as a customer – business or consumer – moves through their lifecycle with your...
You have the product that you know customers will want, the price is right, you have distribution, and the advertising achieved that all-important top-quartile result. So where are all the sales? A simple Behavioural Economics framework may have the answer. In...
A friend of many years helps you to re-turf and landscape the backyard over the long weekend. As a sign of your appreciation, you decide to give them $100 for the effort. After all, he spent his time and incurred costs to help you. Smart move? Surely your friend...
