Breaking Up Is Still Hard to Do (But Shouldn’t Be) - CX Journey™
Making it difficult for customers to cancel creates friction, engineered not to serve customers but to squeeze more dollars out of them on the way out.| CX Journey™
Meet the Man in the Chair. He’s not your customer. He may not even know you exist. But he has a need, a problem to solve. And in that moment - before he’s clicked on your ad, visited your site, or called your sales team - his customer lifecycle has already begun. If you think that the customer lifecycle starts with a purchase, you’re already behind. You've lost him. Too many companies still define “customer lifecycle” as the point when cash changes hands. That's erroneous thinking. ...| CX Journey™
Making it difficult for customers to cancel creates friction, engineered not to serve customers but to squeeze more dollars out of them on the way out.| CX Journey™
A bit of housekeeping: I am moving The Backstage Pass newsletter from Mailchimp to Substack. Effective next week. If you haven’t yet subbed to The Backstage Pass, please do so over on Substack. Why the change? Substack has two key advantages over Mailchimp for me: 1 – I can add more social elements. I’ve growth […] The post The Backstage Pass is Moving to Substack appeared first on MackCollier.com.| MackCollier.com
Would you believe that 97% of loyalty programs fail? And 77% of them fail in two years or less. Why? It’s due to a basic design flaw that many loyalty programs suffer from. It’s a design flaw that reflects a fundamental misunderstanding of why people participate in loyalty programs. The reason why the average loyalty […] The post Research: 97% of Loyalty Programs Fail Due to This Simple Design Flaw appeared first on MackCollier.com.| MackCollier.com
Today’s global CX leaders are charged with reshaping their role - and raising the bar - on what it means to lead CX globally.| CX Journey™
Franchisors and licensors: It’s time to elevate franchisee and licensee experience as a core business strategy.| CX Journey™
Brands can't forget to support their franchisees or licensees to build customer trust. Local businesses can't overlook the importance of this, either!| CX Journey™
