The Dirty Little Secret Behind CX Initiatives, and Why They’re So Hard

In my last post I reviewed several factors that all contribute to the difficulty of pursuing a long-term customer experience improvement initiative, even though improving CX seems to be on every company’s wish list. But in addition to inattention, drifting priorities, overloaded managers, inadequate data and lack …

Focus on Culture to Drive Customer Engagement

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. The customer’s expectations have risen to learning what to focus on and how to invest your …

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Measuring Loyalty ROI

Is your program performing? Investments in customer loyalty are booming… but do program managers and partners really know the true ROI from these investments? Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most …

Let’s Get Geeky About Inventory…

One of the definitions for the word Inventory is: “detailed, often descriptive, list of articles, giving the code number, quantity, and value of each catalog.” What does that have to do with SuiteCX? SuiteCX has mastered the concept of Inventory by creating a standalone map …

New customer loyalty measurement tool taps Data Republic’s marketplace

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments. The …

Retail Transformation: Selling Things → Selling the Experience

Over the last 10 years the retail industry has been radically transformed. Whether retailers are ready for it or not, consumers have become hooked on the real-time, personalized world. Consumers expect to get what they want, when they want 24/7. They also expect to be …

Measuring Retention and Marketing ROI

Investments in customer loyalty are booming. Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. 35% …

CXPA Lessons learned from CXPA

Most companies are struggling with Customer Experience. They have very limited resources (the average department seems to be one or two people) so their ability to tackle some of the more strategic issues is very limited. Senior management talks about customer experience and how important …