Over the last few years, customer journey mapping and evaluating customer experience has been a hot topic in many industries.  However, sometimes companies may wonder if the effort and cost of such an initiative is worth it. Will they see an equal return on investment in revenue, customer retention, referrals, or stock price? One thing […]

Have you had an experience like this? You purchase a product, check out of a hotel, or finish a meal at a new restaurant. The salesperson or other employee alerts you that you will be receiving a customer satisfaction survey and they would appreciate you giving them all 10s if you were satisfied. Don’t let your […]

In business, we often focus on the competition or our bottom line, while assuming that we already know all we need to know about how our customers feel about our services or products. But, according to an article in Inc., two of the most common mistakes entrepreneurs make are: Not connecting with customers by providing […]

Many companies have a set of loyal, primary customers who give most or all of their business to that company. This can be true for small businesses, such as a dry cleaner or design firm as well as large corporations operating across the world. Not surprisingly, these “big fish” usually command the highest level of […]