Consumers are changing the way they want to buy. And top brands are leaning into those changes to retool and invigorate the ...

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

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 ...

The post-purchase journey greatly matters. For starters, returning customers, as outlined above, have up to a 60% propensity to make a purchase, as opposed to just 20% for newcomers. What’s more, data ...

When your customers feel valued and heard, they’re not just likely to return — they’ll spend more, forgive mistakes, and ...

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

This is where your service will be essential to determining their overall customer experience. A brand must be acutely aware of this crucial ingredient to providing them with an experience they'll ...

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 ...

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 ...

Emotions are the invisible undercurrent of every customer experience. Whether a customer is delighted by a seamless purchase or frustrated by a difficult transaction process, these emotional reactions ...

Unfortunately, all the brand and product training in the world didn't take away personal bias that led to some really misguided ideas. The truth is, it's very easy to fall in love with our own ideas ...