Customer experience
Attention is a finite resource. It’s critical to engagement and becoming harder to capture. Whether you believe the claims of shrinking attention spans, there is an appetite for shorter, punchier…
Read More1. McKinsey: Customer experience increases total shareholder return Research by consulting firm McKinsey with 8,500 insurance customers in North America found that customer experience is a strong driver of financial…
Read More1. Almost half of customers would pay more for great service: ACA Study The 2023 ACA Study: Achieving Customer Amazement report surveyed 1,000 US residents from Gen Z to Millennials…
Read More1. How to recover trust following a brand calamity Sometimes, brands let their customers down. The question is how you recover trust afterwards. Forbes takes a look at the lessons…
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