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    Why Customer Experience Trumps Traditional Marketing

    So much of marketing today is hit or miss. Imagine an archery target with tons of holes all over the surface along each of the rings. A few hit the bullseye, but most don’t. This is often the “going viral”

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    Customer Retention Rate: Why Should You Care And How To Calculate It

    Guest Post by Podium Customer retention is the lifeblood of local business. Nearly 65% of a company’s business comes from repeat customers. And a 5% increase in customer retention can boost profits by 25% to 95%. Customer retention allows businesses

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    Top Customer Onboarding Tips For Improving Customer Satisfaction

    Image by Paul Brennan from Pixabay Guest post by Shrushti Shah Most companies offer some kind of user onboarding to immediately improve customer satisfaction, whether in the form of printed instructions, in-app video tutorials, or extensive training programs designed to

    customer service experience

    What is Customer Service Experience and Why is it Important?

    Both customer service and customer experience are talked about often, but what is customer service experience? Chris Zane, founder and CEO of Zane’s Cycles, said in 2011 that “customer service starts when the customer experience fails.” How right he is!

    jeannie walters

    How To Investigate Your Customer Experience With Jeannie Walters

    Jeannie Walters is the CEO and Chief Experience Investigator of Experience Investigators, a customer experience speaker and trainer, and a fellow Chicagoan. She was kind enough to spend some time with me for a customer experience interview, sharing her wisdom