Acquiring new customers is five times more expensive than retaining existing customers. So why are most brands still focusing on customer acquisition rather than customer retention? Customer retention in theory is simple – keep your customers happy and they’ll stay with you for longer. However in reality it is a real challenge. Customer expectations […]
The Science of Customer Retention & Strategies that Actually Work Read More »
Valentine’s Day is celebrated all over the world. This is the day to show how much you love and appreciate your partner. But how exactly do you show your customers how much you appreciate them? And why should you even bother? The core of our courses is based on our unique CX Framework that
How To Make Your Customers Feel Loved Read More »
Scream at them, throw the phone at the wall and tell them that you will ban them from purchasing your products in the future if they don’t calm down! Is this really the way to go about dealing with difficult customers? No. No matter how many times you could be dreaming of it
CX & Dealing with Difficult Customers Read More »
In the CX Academy, we define the power of persuasion as the ability to influence a person’s beliefs and actions. When you are leading the CX Agenda in your company, it is important to understand that nobody can do this alone. Your role as the CX Director / Leader is to get everyone in
The Power of Persuasion Read More »
If you’ve ever needed a lawyer you know how stressful it can be going through any legal action. On the other hand, if you’re a lawyer you understand how important the loyalty of your clients is for your firm. More than likely, the way you get your clients now isn’t through mass marketing but
CX for Legal & Accountancy Firms Read More »
Artificial Intelligence (AI) has recently been a hot topic on social media platforms. The enthusiasm of some is shielding it from the criticism of others. Some fear that robots will take over our world and dominate us in all aspects of our lives. Others claim that this is the first step to a future with
5 Ways AI Will Change Customer Experience Forever Read More »
Whether it was a premonition or a hunch, B.Joseph Pine II knew he was onto something when he wrote ‘Welcome to the Experience Economy’ with James H Gilmore back in 1998. In their article, they explore the idea of ‘staging experiences’ and argue that this is where the ‘competitive battleground’ lies. Twenty-five years later
The Experience Economy Read More »
If you are a CEO, Manager, Supervisor, Team Leader you should ask yourself are you just a manager, or are you a leader? This question is important because as Horst Schulze said, ‘Managers push: Leaders Inspire’! What is Leadership? Kevin Kruse explains, “Leadership is a process of social influence, which maximises the
How To Be a Good CX Leader? Read More »
What is a Customer Journey & Customer Journey Mapping? We define Customer Journey as every interaction across every touch-point that a customer has with a company. Every one of those interactions contributes to the overall Customer Experience. At a high level a customer’s journey starts when they first show interest in doing business with
Customer Journey – The What, The Why & A Free Customer Journey Mapping Guide Read More »
The reason you have customers is because they have a need to fulfil and your product or service seems to have just the right solution for them. Lucky you! Unfortunately, this is where the real job only begins. It’s great that you have customers but they won’t stay with your business too long if
Customer Needs: The What, The Why & The How Read More »
We’re delighted to announce the addition of AI into our Professional Diploma in CX.
