You can’t out-market churn. Not anymore. In the subscription world, your business doesn’t grow because you’re great at getting customers in the door—it grows because you’re better at keeping them. Acquisition gets the glory. But retention? That’s where the money is. It fuels lifetime value, drives referrals, and builds real brand equity. And here’s the […]
Retention Isn’t Luck — It’s Experience by Design Read More »
You’ve probably seen the posts: “Surveys are dead.” “Nobody wants to answer surveys anymore.” “AI is the new voice of the customer.” Bold claims. Big likes. And mostly… nonsense. Let’s Be Clear. Surveys aren’t dead. Bad surveys are dead. Lazy surveys. Bloated surveys. Generic, transactional, “check-the-box” surveys that were never built to provide insight in
“Surveys Are Dead” is Lazy Thinking — Here’s Why That’s a Problem Read More »
Let’s be honest: if your customer experience is just “fine,” you’re already in trouble. In a market saturated with options and shaped by rising expectations, mediocrity isn’t neutral—it’s a business risk. Forgettable experiences quietly drain profitability, loyalty, and growth. Yet many organizations cling to them. Not intentionally, but unknowingly. It’s time to change that. The
If Your CX Is Just “Fine,” You’re Already Falling Behind Read More »
Customer retention is more than a buzzword—it is a proven driver of sustainable growth and profitability. Sounds like common sense? Think again. Customer churn is on the rise. Yet, while many organizations recognize the value of keeping customers, far fewer appreciate the full spectrum of losses that arise when performance is merely “good enough.” The
When “good enough” costs too much Read More »
What if your next customer loss has nothing to do with price, product, or marketing—but everything to do with your internal culture? In today’s experience-driven economy, trust is the foundation of brand loyalty. Customers today aren’t simply making purchases—they’re choosing brands that deliver consistent, valuable, outcome-driven, and effortless experiences. But what if that relationship is
Can Customers Trust a Brand If Employees Don’t Trust Leadership? Read More »
In today’s dynamic business landscape, organizations constantly strive to enhance customer experiences and streamline operational efficiency. Two powerful methodologies—Customer Journey Mapping and Value Stream Mapping—are often used independently to achieve these goals. However, combining these approaches can unlock even greater value by bridging the gap between customer experience and operational processes. Here’s why integrating Customer
The Synergy of Customer Journey Mapping and Value Stream Mapping Read More »
For years, phygital was retail’s favorite buzzword — a shorthand for bridging the gap between physical and digital spaces. Think AR mirrors, QR codes, mobile checkout. The goal was simple: integrate tech to enhance convenience. And for a time, it worked. But as consumer expectations continue to evolve, so do the limits of phygital. Retail
Beyond Phygital: The Human Layer of Hybrid Retail Read More »
Picture this: Your brand takes a stand, then backs away when the wind changes. Who’s really paying attention? In 2025, the answer is: everyone. Diversity, Equity, and Inclusion aren’t just marketing buzzwords. When brands go silent on their values, customers notice and take their business elsewhere. Rebuilding trust after a values misstep isn’t just difficult—it’s often impossible.
What Happens When Brands Forget Their Values? A Customer Perspective. Read More »
AI has redefined what “good” customer experience looks like. Not long ago, customers were (somewhat) patient. They accepted 24-hour email turnarounds and clunky handoffs between support channels. Those days? Gone. Today, customers expect: But here’s where businesses often get it wrong: They think slapping a chatbot on their website or bolting AI onto outdated systems
AI isn’t a magic wand; it’s a litmus test. Read More »
Treating CX like a program is like running outdated software: it works for a while but eventually crashes, leading to frustration. A CX strategy must function as an operating system—interconnected and driving every part of your business, with regular diagnostics and constant updates. When you treat CX as a series of disconnected projects, quick wins,
CTRL+ALT+DEL YOUR CX PROGRAM: UPGRADE TO A SEAMLESS CX OPERATING SYSTEM Read More »
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