How to Calculate and Reduce Churn Rate

The idea that retention is important may seem like a basic concept, but focusing on churn reduction is the best way to utilize resources for many companies.
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Harnessing Social Commerce: The Wild West of E-Commerce

Social shopping journeys haven’t benefited from the 30 years of optimization, and this is evident in what consumers experience.
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It’s Not the Metrics, But the Customer Story That Counts

There is ample debate as to which approach to understanding your customer is “best”.  But there can be no doubt that analyzing and understanding the customer journey is one of them.
The post It’s Not the Metrics, But the Customer Story…

Customer Touchpoint vs. Customer Journey

Focusing on journeys rather than touchpoints demands a cultural shift from your business. It involves putting customers’ requirements and preferences first.
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Experience Design: STOP….and Think Like A Customer

Customer expectations are continuously changing and evolving – you need to keep up. Only by delivering relevant, seamless customer experiences will you prevent your customers from looking elsewhere.
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