Second to None

MAY 15, 2018

To put it in a nutshell, brand equity can be defined as a value of a brand in terms of how customers perceive that particular brand and feel about it based on their experiences with it. However, saying that brand equity and brand value are synonyms would be a simplification.

Measurement 59

Measurement Brands How To Social Media 59

Think Customers

DECEMBER 13, 2021

When it comes to creating an exceptional customer experience, your North Star is the focal point or the central CX concept that should be supported by every strategic decision you make. It should embody your brand values and provide a shining example of what exceptional customer experiences should look like in your organization.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

ijgolding

JUNE 9, 2015

A transformational leader would BELIEVE in the effect a focus on customer centricity can have on a business. In many respects, CXPs are great examples of what transformational leaders look like. Embeds customer experience impact as a criterion for all business and investment decisions.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Purposeful Leadership: Leaders operate consistently with a clear set of values. Wondering which metric to choose?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Russel Lolacher

JUNE 15, 2021

When coming across social media posts from some of my favourite thought leaders in the customer experience space, I replaced the word “customer” with “employee” and tweaked it to be internally focused, rather than externally. For example: The customer has choices. It got a little magical.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128