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How to Improve the Ecommerce Customer Experience

by Ron Welty, Founder & Chief Client Officer Online or shopping mall? Customers are increasingly choosing online stores over brick and mortar locations, with ecommerce sales representing more than half of all retail sales growth last year, according to the U.S. Department of Commerce.  As with any business in today’s “age of the customer,” e-retailers must focus on creating exceptional experiences in order to stay competitive. Pivotree, a global commerce and information...

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How to Reduce Your Customer Churn Rate

by Ron Welty, Founder & Chief Client Officer Customer come and go, but eventually, the losses add up. According to Gartner, 80 percent of a company’s future revenue will come from just 20 percent of its existing customers. When measuring the success of your business, make sure to look at your failures, too. In order to improve customer retention, brands must focus on customer churn. What is Customer Churn? ...

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How A Strong Associate Retention Strategy Can Improve Your Customer Experience

Associate experience impacts the customer experience more than you might realize. The engagement your associates have in their work stems from how they are treated by management and their peers. An engaged associate is a prime driver needed to help fuel a great customer experience. How do you know that you're providing a great associate experience? This lies in what your team members do day in and day out to ensure your associates are happy and motivated and do not reach a point of burnout. An effective associate retention strategy is imperative to a distinguished associate experience, and in...

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Bringing Emotion into the Customer Experience

by Ron Welty, Founder & Chief Client Officer In today's ever-changing digital climate, brands are leveraging the power of technology to improve their experience design in groundbreaking ways that didn't even exist a few years ago. However, despite these great advancements, Forrester found that emotion remains the biggest driver of a great customer experience, outpacing ease and effectiveness. We've outlined why emotion is so important to customer experience and...

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What Makes a Great Manager?

All business managers have a certain set of skills acquired from their previous experience that mold them professionally—allowing them to form their own unique leadership style. While no leadership style is "wrong", a Gallup study found that companies fail to choose the candidate with the right talent for the job 82 percent of the time. When looking to hire someone new or promote within for a managerial position, you'll want to ensure the person carries these 10 leadership...

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