How to Use SMS Messaging To Drive Better Customer Experiences
messaging continues to grow in popularity as a tool for businesses to talk to customers. Texting has unique benefits as a communication method that
messaging continues to grow in popularity as a tool for businesses to talk to customers. Texting has unique benefits as a communication method that
In B2B, customer interactions are pivotal exchanges. A serious misunderstanding can fatally undermine a business relationship and the question is simple: are you making the
In 2001 when I co-founded Genroe, our focus was almost exclusively helping clients with their customer retention strategy and execution. And a big part of
Self-service is rapidly emerging as the preferred option for most digital consumers. In a world where we can all access on shopping experiences in seconds,
For a relatively niche industry segment, Customer Experience has a rich variety of regular podcasts to which you can . This regularly updated post provides
Customer retention is an important driver of overall business value. It’s quite simple: the fewer customers you lose the faster you grow. For B2C, i.e.
With the rise and rise of interest in Customer Journey Mapping there has been a commensurate rise in software applications to document, manage and
I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only
These days, many of my clients (and in fact businesses in general) are aware of the relevance and benefits of retaining their current customers. After
One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing: “None of
Designing your business so that all of your customers are always 100% satisfied is a nice idea but not realistic. So at some point you
Providing really effective customer service doesn’t have to be difficult. most things in life it abides by the famous 80/20 rule: 80% of the
Customer service is important for every business and I want to make sure that here at Genroe we’re ivering great service. But what is great customer
Customer Success as an idea was (re)born in the software industry in about 2014. This industry is honing the skills and tactics needed to use
I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of
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