Lost in the Digital Wilderness: A Wacky Journey Through the Online Customer Experience

Lost in the Digital Wilderness: A Wacky Journey Through the Online Customer Experience

A customer’s journey is the whole process that a customer goes through when interacting with a business. This includes learning about the business or product for the first time, thinking about and buying the product or service, getting ongoing customer support, and maybe making more purchases. Usually, the customer journey is made up of several […]

Seeing the Big Picture: Avoiding Marketing Myopia and Focusing on Customer Needs

Seeing the Big Picture: Avoiding Marketing Myopia and Focusing on Customer Needs

In 1960, Harvard Business School professor Theodore Levitt came up with the term “marketing myopia” to describe how companies often make the mistake of focusing too much on their own products and industries instead of the needs and wants of their customers. Levitt said that companies that don’t change to meet their customers’ changing needs […]

THE THREE E’S OF CUSTOMER SATISFACTION. HOW THE CX INDEX CAN HELP YOU KEEP CUSTOMERS HAPPY

The Three E’s of Customer Satisfaction. How the CX Index Can Help You Keep Customers Happy

The customer experience index (CX index) The customer experience index (CX index) is a metric used by businesses to measure customer satisfaction and loyalty. It is a powerful tool that can help companies identify areas of improvement and provide a better overall customer experience. The 3 E’s – effectiveness, ease, and emotion The CX index […]