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Creating Unforgettable Experiences: The Power of Signature Moments at Moments of Truth

In a world where customer expectations are ever-evolving, brands need to go beyond just meeting functional needs. The secret to creating lasting loyalty lies in strategically combining Moments of Truth with Signature Moments to build memorable experiences that resonate deeply with customers. Moments of Truth vs. Signature Moments When these two moments intersect, they transform…
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From Expectations to Loyalty

Navigating the journey from customer expectations to enduring loyalty is akin to solving a complex puzzle in the business world. It requires a delicate balance, a thoughtful approach that turns initial impressions into lasting relationships. At the core of this puzzle lie two critical pieces: brand experience and customer experience. It’s their seamless integration that…
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DECIDE Framework: Transparent Team Decision-Making

In the ever-evolving landscape of today’s corporate world, effective decision-making stands as a cornerstone of success for any department or team. Decisions are the guiding force that steers a group towards achievements or pitfalls. In this blog post, we’ll explore how adopting the DECIDE framework can lead any department or team towards transparent and effective…
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Understanding the Brand Health Index: A Comprehensive Guide

Introduction Branding is the bedrock of a business’s identity. It’s the voice, the face, and the essence that consumers engage with. In the marketing arena, brands aren’t just logos or taglines; they represent a promise to the consumer. In that light, maintaining and nurturing a brand becomes paramount. But how can businesses measure the wellness…
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(CSAT) Calculation Methods

Comparing Different Customer Satisfaction Score (CSAT) Calculation Methods Measuring customer satisfaction is a pivotal aspect of business success, as it provides valuable insights into how well a company meets its customers’ expectations. One widely used metric for this purpose is the Customer Satisfaction Score (CSAT). In this blog post, we will explore various methods to…
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Customer Health Index: The Heartbeat of Sustainable Business Growth

In the era of ever-evolving customer expectations and a dynamic digital marketplace, understanding your customer’s health has never been more crucial. At the intersection of data analytics and customer relationship management lies the Customer Health Index (CHI). This metric is fast becoming the heartbeat of sustainable business growth, enabling companies to anticipate, understand, and act…
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THE ULTIMATE GUIDE TO MARKET RESEARCH: DEFINITION, TYPES, AND APPLICATION

The business world is fast-paced and unforgiving. As a result, small businesses and large corporations are in a constant struggle to generate revenue and keep profit margins up. Statistics show that 20% of small businesses fail in their first year, and the figure increases to 50% within five years. Also, big companies are not exempted…
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MEASURING CUSTOMER EXPERIENCE: A STEP-BY-STEP GUIDE AND TOP 5 METRICS TO USE​

Customer experience, or simply CX, is the impression a customer has of a business after one or more interactions. As business becomes increasingly customer-centric, it has become important that brands consistently deliver positive experiences across all touchpoints. 87% of customers will become repeat buyers after one positive experience. On the other hand, 82% of customers…
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UNDERSTANDING CUSTOMER EXPERIENCE IN THE AGE OF DIGITAL TRANSFORMATION

As the popular mantra goes, the customer is king. Modern customers are fully aware of the power they possess and the options available to them. As such, most consumers will not hesitate to abandon businesses that bring them no satisfaction. In fact, Sitecore research reports that only 38% are willing to give brands one more…
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Marketing Research Vs Market Research

Succeeding in businesses requires adequate research on your target market and the marketing strategy you want to use. While it is easy to confuse marketing research with market research, the two concepts are different. In this article, we will detailedly explain the differences between marketing research and market research, as well as how each of…
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