Customer Experience Statistics

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Customer Experience Statistics You might find it interesting that it is projected by 2020 that customer experience will be the most heralded competitive differentiator for businesses, beyond products and services. Below are interesting statistics to help you optimize your customer experience and increase customer retention.   82% of consumers say the number one factor that leads to a great customer … Read More

A Dozen Ways to Cultivate Customer Relationships

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By:  Brad Cleveland Over the past decade or so, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. But have evolving customer expectations, developments in social media, new communication channels, or other developments, changed the fundamentals? Fortunately, no. In fact, today’s ultra-connected environment seems to amplify them. The principles behind building … Read More