If brands are going to stand out in an increasingly competitive marketplace, they need to make customer experience the focus ...

The post-purchase journey greatly matters. For starters, returning customers, as outlined above, have up to a 60% propensity ...

Customer experience means engagement ... purposeful experience across channels is critical to build trust, reinforce brand recognition and stand out in a crowded market,” said Karissa Sachs ...

Communicate on the Customer’s Terms: Tobey shared a frustrating personal experience that illustrated how some customers like to communicate but a brand falls short. Tobey was getting home late ...

Three ways your brand can take a page out of Damola and Red Lobsters approach to increase transparency, communication and ...

A study by Plant-A Insights in partnership with USA TODAY analyzed which companies offer the best customer service.

In my work I spend a lot of time with "experience agents" - or the corporate executives, brand managers, product developers, designers, customer service managers, etc... who actually touch the ...

When brand experience and customer experience are improved together, firms can achieve up to 3.5x revenue growth and drive higher customer retention and loyalty According to Forrester’s (Nasdaq ...

Understand how learnings from your customer service team can connect to paid media strategies and why you should highlight ...

CAMBRIDGE, Mass.--(BUSINESS WIRE)--According to Forrester’s (Nasdaq: FORR) Brand And Customer Experience Together Power Growth research report, a strong brand experience (BX) and customer ...