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How to Turn Passive Customers Into Passionate Followers By Closing the Customer Feedback Loop

By Ron Welty, Founder & Chief Client Officer  The customer feedback loop is one of the most effective ways to understand your customers’ evolving needs and expectations. But simply gathering customer feedback isn’t enough. Closing the customer feedback loop can be an equally important part of the process.  When customers know their feedback is valued, it can inspire them to continue to give their feedback in the future. Closing the loop can help reduce churn, build...

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5 Non-Customer-Facing Departments That Impact Your Customer Experience

By Ron Welty, Founder & Chief Client Officer  Customer experience shouldn’t be siloed to one role or department in your organization. In addition to customer-facing positions and frontline associates, your non-customer facing departments can have just as big an impact on your customer experience. It’s important to get all departments on board to ensure you’re delivering consistent customer experiences at every touchpoint. According to Adobe and Econsultancy’s Digital Intelligence Briefing, organizations with this...

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How to Build Trust with Your Customers

By Ron Welty, Founder & Chief Client Officer  Trust is one of the most important building blocks of any relationship, including the ones you have with your customers. From financial institutions like banks to trades like auto repair shops, virtually every industry is built on the foundation of trust. With endless options for customers to choose from, they simply won’t do business with a company that can’t be trusted.  Brand trust has the power to improve customer loyalty, ...

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How to Reduce Friction in Your Customer Experience

By Ron Welty, Founder & Chief Client Officer Between short attention spans and thin patience levels, it’s important for brands to focus on creating seamless customer experiences. Reducing customer friction can not only improve your customer experience, but also help increase sales and build brand loyalty. According to the Baymard Institute, reducing customer friction is...

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Generational Differences in Customer Experience Expectations

By Ron Welty, Founder & Chief Client Officer Today’s consumers expect a quality customer experience, but generational differences can present some challenges. Taking a one-size-fits-all approach to customer experience rarely works, as most brands have customers of all ages with varying expectations. In order to stay competitive, brands must learn to personalize their customer experience and understand the generational differences among Baby Boomers, Generation X, Millennials, and Generation Z. Here are the buying habits and customer experience expectations for each generation. Baby Boomers Baby Boomers, or those born between 1946 and 1964, have seen and experienced it all. Spending by...

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