Articles
Discover how generating experience nostalgia can drive customer loyalty for brands.
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Amidst a decade of unimaginable lows, record highs and everything in between, CX has been a constant in business success.
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Nostalgia marketing creates a positive, emotional feeling by using familiar ideas to associate a brand with something for which customers have fond memories.
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When you manage customers' questions and problems well, they reciprocate by coming back, spending more and becoming loyal to the brand.
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"When customers internalize a brand as part of who they are, then there’s the potential to become loyal to that brand," said Americus Reed.
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A brand’s goal shouldn’t be to sell products to customers, their goal should be to create connections.
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Christine Moorman of Duke University, founder of The CMO Survey, joins the CX Decoded crew to discuss marketing trends.
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Even with an emphasis on creating a world-class customer experience, CX leaders struggle to design projects that increase customer loyalty and achieve results.
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As consumers become more skeptical of advertising and the claims that brands make, it’s becoming more challenging for companies to build customer trust.
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Consumers are likely to switch between brands if provoked, but the evidence also suggests that winning customer loyalty is still possible.
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Developing an emotional connection with a customer is one important rule to follow when building loyalty.
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It's not that brand loyalty is dead, it's merely shifted
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Hey Procter & Gamble, you can keep that $15 prepaid card you tricked me into earning by buying $50 worth of your products. I've never had much talent for jumping through hoops. And frankly, a lousy $15 is too little of an incentive to force me to learn now.
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The customer experience is still a work in progress. We know that as social and mobile technologies become more advanced, the challenge isn’t necessarily about deploying them, it’s about getting them to seamlessly align alongside human capabilities. The mobile coupon fails to get scanned at checkout.
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