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Customer Experience

Customer Experience

5 Metrics to Help Assess Customer Experience

Customer experience control is table stakes for today’s successful brands, and companies need to come to grips with the fact that you can’t manage what you can’t measure. A sound strategy for assessing customer experience and Read more…

By Gil Machado, 9 months ago May 26, 2018
Prospect
Customer Experience

How we make decisions – Prospect theory

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive Read more…

By Gil Machado, 9 months ago May 20, 2018
Customer Retention
Customer Experience

Customer Retention (part 2)

Selling doesn’t mean buyers! Educate instead. Selling by educating your current customers, is much easier than acquiring new ones. Experts at digital marketer use the philosophy of retaining customers and utilising current traffic. If you’re just going Read more…

By Gil Machado, 10 months ago May 1, 2018
First impressions still count
Customer Experience

First impressions still count

You’ve heard the saying, “You only have one opportunity to make a first impression.” While it may be a cliché, it is true. A positive first impression is an important start to building a relationship Read more…

By Gil Machado, 10 months ago April 16, 2018
Customer Retention
Customer Experience

Customer Retention (part 1)

Customer retention is basically, your businesses ability to keep current customers. Retaining clients is the essential business skill needed to prevent loyal customers from switching to your main competitors. You’ll be happy to hear, retention Read more…

By Gil Machado, 11 months ago April 2, 2018
Customer Loyalty
Customer Experience

So, What Really is Customer Loyalty?

Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.” But buying everything from you does not make them loyal. Great customers? Yes. Loyal customers? Not Read more…

By Gil Machado, 11 months ago March 21, 2018
10 Customer Experience Mistakes
Customer Experience

10 Customer Experience Mistakes

It all comes down to this: We want to save time and money. We’ve made online shopping experiences more convenient, more relevant, and tailored to the customer. We keep using technologies that are disrupting traditional Read more…

By Gil Machado, 11 months ago March 19, 2018
Did Apple lose touch with customers?
Customer Experience

Did Apple lose touch with customers?

I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because Read more…

By Gil Machado, 12 months ago February 21, 2018
Customer Experience

Track Customer Retention

Customer retention is huge for any business, but even more so for membership- or subscription-based businesses. I don’t know that there is one “standard” formula, but there is a mathematically accurate formula: Retention Rate = Read more…

By Gil Machado, 1 year ago January 26, 2018
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