Brands, Customer Base, First Call Resolution and Online Experience

Expert commentary: Closing the CX Gap between Customer Expectations and Business Reality

Comm100

MARCH 2, 2022

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. Many of the expectations customers have of your brand arise from their interactions with other brands.

Customer Expectations

Customer Expectations Net Promoter Score Effort Score Policies

10 Steps to Immediately Improve Customer Retention With Journey Analytics

Pointillist

JUNE 15, 2018

Conversely, not understanding what makes your loyal customers feel valued is also not helpful. Telecom brand O2 uses analytics and takes a journey-based view to improve customer retention. This leads to ineffective offers, since they are disconnected from an individual customer’s experience.

Customer Retention

Customer Retention Analytics Loyalty Programs Customer Journeys

Customer Experience Update

Expert commentary: Closing the CX Gap between Customer Expectations and Business Reality

10 Steps to Immediately Improve Customer Retention With Journey Analytics

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