ImprintCX
When “good enough” costs too much
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
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Can Customers Trust a Brand If Employees Don’t Trust Leadership?
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
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The Synergy of Customer Journey Mapping and Value Stream Mapping
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
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Beyond Phygital: The Human Layer of Hybrid Retail
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
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What Happens When Brands Forget Their Values? A Customer Perspective.
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 »
