Bridging the Gap Between Customer Expectations and Reality

The first lesson we learn in sales 101 is – The customer is always right. Great customer experience is all about perception, so while brands may think they’re delivering what people want, at the end of the day, the customer’s perception is the only thing that matters. According to Forrester VP and Principal Analyst Brendan Witcher, there’s a huge gap Read more…

The Impact of Customer Satisfaction on Customer Retention

Brands have gotten so busy implementing strategies to acquire new customers that working on customer satisfaction has taken a back seat. From a practical standpoint, customer retention is more profitable than customer acquisition. The book, Marketing Metrics, emphasizes that companies have a 60-70% chance of selling to an existing customer while the probability of selling to a new customer is Read more…