by Karen Salamone | Mar 28, 2023 | Customer Experience
The usual approaches to customer loyalty are changing for U.S. brands and retailers, and for brick-and-mortar stores, many factors are at play. As inflation remains a threat, price sensitivity is turning customers toward bargain-hunting. Brand-switching is the norm....
by Karen Salamone | Dec 5, 2022 | Customer Experience, Customer Success
During the pandemic, acquiring net new logos was challenging, if not impossible, for many companies. Losing existing clients meant losing a significant revenue stream, which they couldn’t afford. Nimble, forward-thinking companies quickly shifted their focus—to their...
by Karen Salamone | Oct 14, 2022 | Customer Experience, Customer Success, Revenue Growth, Sales Performance
No matter what business you’re in, you know customer churn. It can make or break your revenue goals, and it can undermine your best plans for growth. But it’s not only a largely preventable problem—the ways to get there can push you above the competitive fray and put...
by Karen Salamone | Sep 28, 2022 | Customer Experience, Customer Success, Technology
Essential Analytics for Customer Success Customer Success leaders regularly ask me how they can mature their data gathering strategies to understand not just what their customers are doing but why. I always recommend they start with building strategies to form closer...
by Karen Salamone | Sep 12, 2022 | Customer Experience, Customer Success
Why Churn Matters It costs anywhere from five to 25 times more to acquire a new customer than to keep one, and if a customer doesn’t stick around long enough for you to recoup your customer acquisition costs, you’re doubling down on your revenue losses. And when...
by Karen Salamone | Aug 21, 2022 | Customer Experience
The retail customer experience (CX) is in crisis. According to a Forrester report, The US Customer Experience Index Rankings, 2023, the quality of customer experience offered by consumer-facing brands and government agencies declined for an unprecedented second year...
