ClearAction

Trust & Choice: Essential Customer Experience Ingredients

" This article describes the 5th of 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Choice — Customer experience is built on trust and mutual respect for variety; share of budget is more important than loyalty. So you want a [...]

  • 10 Customer Experience Characteristics

    " Customer satisfaction as a business concept has been around for more than 20 years — but customer experience management (CEM) has only been discussed over the past several years. So it’s no wonder that CEM is often equated with earlier concepts. The articles listed below can be instrumental in clarifying customer experience as a unique [...]

  • Customer Retention Begins With Trust

    " Why is it hard to retain customers? Of course there’s the ongoing battle with competitors. They may make highly attractive offers to your customers that are hard for them to refuse, and their brand affinity may have strong appeal to your customers – brand affinity here is positive association built through cause marketing, perceived social [...]

  • Talking to Your Customers: A Survival Strategy

    " By Guest Blogger, Jennifer Berkley, Founder & Owner of The Insight Advantage Talking to your customers is a key strategy to weathering bad times. It’s a great way to keep your finger on the pulse of how loyal your customers are and to increase their loyalty to you — a very critical factor in times [...]

  • 10 Customer Experience Characteristics

    " Customer satisfaction as a business concept has been around for more than 20 years — but customer experience management (CEM) has only been discussed over the past several years. So it’s no wonder that CEM is often equated with earlier concepts. The articles listed below can be instrumental in clarifying customer experience as a unique [...]

  • Talking to Your Customers: A Survival Strategy

    " By Guest Blogger, Jennifer Berkley, Founder & Owner of The Insight Advantage Talking to your customers is a key strategy to weathering bad times. It’s a great way to keep your finger on the pulse of how loyal your customers are and to increase their loyalty to you — a very critical factor in times [...]

  • Customer Retention Begins With Trust

    " Why is it hard to retain customers? Of course there’s the ongoing battle with competitors. They may make highly attractive offers to your customers that are hard for them to refuse, and their brand affinity may have strong appeal to your customers – brand affinity here is positive association built through cause marketing, perceived social [...]