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Customer Experience, or CX, is the collection of interactions between a business and its customers. The customers’ perceptions of this experience and the resulting feelings about the company dictate brand value and are measured with metrics such as NPS. Brand value ultimately determines the company’s future and longevity.  As such, understanding your personal approach to CX is critical. To evaluate your own CX approach, consider discovering your CX personality.  While no one personality type is better than...

Customer Experience, or CX, is the collection of interactions between a business and its customers. The customers’ perceptions of this experience and the resulting feelings about the company dictate brand value and are measured with metrics such as NPS. Brand value ultimately determines the company’s future and longevity.  As such, understanding your personal approach to CX is critical. To evaluate your own CX approach, consider discovering your CX personality.  While no one personality type is better than...

Much like the Internet transformed the way people shop online, smartphones continue to innovate the way money is exchanged. Uber and Spotify, for example, are just two mobile apps that are growing far beyond initial expectation. Unsurprisingly, their business models rely heavily on mobile payments through one-click interactions. While many such industries have shifted towards mobile ecommerce (m-commerce) business models, there is one industry that lags behind: fashion. When it comes to purchasing clothing and other...

eCommerce is rapidly evolving. With an ecommerce juggernaut like Amazon opening its first brick and mortar store in Seattle last November and Bonobos growing its own in-person presence in Chicago, online retailers appear to be exploring new strategies. According to Statista, ecommerce accounted for $27.62 billion of U.S. retail sales in 2000. By 2014, the figure was $298.6 billion. What are these e-tailers objectives and what does the future of ecommerce look like? To understand these...

Mobile technology has become an integral part of the digital experience since its inception less than 10 years ago, and it has single-handedly revolutionized the way in which companies big and small do business - from marketing and advertising to managing operations. Over 94% of small businesses use mobile technology to conduct business to save time and money, increase sales, and obtain new customers. Not wanting to be left behind, insurance providers - from auto and...

Not one to be left behind by changing times, the insurance industry has been striving to revolutionize its practice. Deloitte’s study, Insurance Disrupted, points out that if traditional insurance providers are not able to keep up with rapidly changing technology and evolving sociocultural landscapes, they risk getting left behind by alternative providers eager to disrupt the industry. Insurers recognize that they don’t just need to step up their game; they need to change it. How are insurance...

Since the dawn of time, humans have been a storytelling species. We are able to connect with stories through content that is compelling and personal to us. It’s no surprise then, that businesses everywhere have used storytelling as a way to attract more business. Whether it’s re-telling the trials and tribulations of a business start-up or a success story from a customer or business partner, stories can play well into a marketing scheme through engagement. But businesses...

Business owners are finding themselves in an interestingly flipped position as the global job market continues to improve. In a recent interview with Forbes, Ana Recio, (head of recruitment atSalesforce), says “The days of begging for a job are gone. It’s a candidate’s market. We send them‘thank you’ notes after interviews now.” And she would know what she’s talking about. The CRM company is hiring 6,000 new employees every year to keep up with their 30%...

After an influx of new customers, you may be tempted to move on and focus all your efforts on additional sales. Resist the impulse. Focusing too much on customer acquisition as opposed to customer retention can harm your business. Getting new customers can cost up to 10 times more than keeping and growing with those that you already have. According to Inc. Plus, you’re likely to lose a lot of them if you aren’t making an effort...

To understand NPS (Net Promoter Score), ask yourself how likely you would be to recommend your last clothing purchase on Amazon to a colleague. Your response to that question, referred to as the “Recommend Question” by Net Promoter Network, defines how valuable you are as a customer to the clothing company. If your response is that it would be very likely that you would recommend the brand, you are considered a promoter for the company and...