Customer Retention: Your Brand Is Powerful, But It’s Not 1964 Anymore

Wednesday, March 29, 2017 Customer Experience, Customer Retention, Brand

customer retention

We’ve already tried to establish a few times that customer retention is really the key to growth, in large part because of the costs associated with customer acquisition (typically significantly higher, although it can vary by industry). There is a little problem with customer retention strategies out there on the Internet, though. What’s said problem? […]

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Call Centers: Destroying Your Brand Reputation One Customer At A Time

brand reputation

Companies pay CMOs to obsess about their brand, and the customer experience is ground-zero for shaping a company’s reputation. Consumer experiences form the two legs that the CMO’s future stands on: brand reputation and customer churn. Good experiences reduce the likelihood that a customer will leave and also gets the word out, which reduces the cost […]

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PSA To CMOs: Your Brand Is In The Hands Of Your Call Center Agents

Thursday, March 23, 2017 Customer Experience, Customer Retention, Brand

your brand

You’ve already heard that your brand isn’t what you say it is. There are a million quotes on this theme, but they all essentially boil down to the fact that your brand isn’t what you say; your brand is what you do – or perhaps, what your customers feel and say about what you do. […]

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Your Brand is Not “Authentic”

Wednesday, March 22, 2017 Millennials, Brand


Everyone wants to attract millennials to their brand. Their surging buying power, their sex appeal and ability to set trends, makes them one of the key targets of the modern marketing world. As such, tens and even hundreds of billions of dollars are spent on attracting and engaging them. One thing that has set the […]

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The Bible Proves That CMOs Don’t Care About Customer Experience

call center customer experience

Yes, you heard me. I’m only half kidding—and just about the Bible Part. “Where your money is, there your heart will be also” isn’t exactly a reference to corporate strategy. But let’s face it, the scripture summarizes what we already know. Priorities are easy to uncover, and budgets are the place to look. An average […]

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Customer Churn: The CMO’s Guillotine

Wednesday, March 15, 2017 Costs and Measurement, Customer Retention

customer churn

CMOs get about 18 months to prove themselves, before it is time to “explore other opportunities.” So you hit the ground running like a tiger is chasing you on day one. Now, all you have to do is control everything to keep from getting your head lifted from your shoulders like the famous French Queen […]

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