Finding the ROI in CX

Setting, reviewing, and updating customer experience program goals are the key to measuring CX performance and continuously improving it.
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Let Your Brand Strategy Be Your Superpower

If you find it difficult to make the case for investing in brand strategy, consider exploring and communicating how and why it can take your organization to new heights.
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Hybrid Work: Closing the Gap Between Customer Expectations and Delivery

Companies are no longer competing against the service delivered by competitors but rather against the best experiences customers have received from companies in other industries too.
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Customer Communications: The Value of Relevancy

It’s simple really. When you know who you are talking to, it’s a lot easier to have a relevant conversation.
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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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Wiedemann: Immersive Email has Arrived

The direct mail/email to iMailer experience just makes it easier for your prospect to get to what they want to examine and purchase.
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The What, Why & How of Consented Data

To fully consent to data being collected, stored, and used in specific ways, customers have to trust that you’ll do as you say.
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Brand Trust and the Importance of Being Earnest

Brands offering a clear value exchange – we will collect THIS data and use it in THIS way to give you a better experience – will see their brand trust levels increase.
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Complete Guide to Customer Lifetime Value in 2022

CLV is the metric to understand where to invest in your business for long-term success. In fact, if you want to remain a viable company over the long term, you must make it a focus area.
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Indexing for Consumer Empathy

While we cannot overlook the fact that some people did experience personal gains in 2020, 75% of consumers experienced some form of loss this past year- often in multiple aspects of their lives.
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