Exceeding Customer Expectations — One Experience at a Time℠
Trending in CX

Welcome to the New CRMI
It is the Age of CX. Delivering a consistently superior customer experience (CX) has become table stakes. CRMI has championed that concept since its founding in 1999, and now – as CX becomes a strategic imperative for more and more companies – is... Read More


5 Keys to Maintaining Customers Relationships
Consumers and B2B purchasers are spoiled for choice. Nearly any product or service they desire is available at the click of a button, in a 100-page catalog, or a short drive away. And they’re spending on those wants and needs. Consider: Retail sale... Read More


3 Ways Customer Surveys Will Benefit Your Business
A successful business needs honest feedback from its customers to evaluate how well those customers’ needs are being met. But customer feedback should be far more than a generic gauge of customer satisfaction. Obtaining customer input is a valuable... Read More


Do Customers Know You Care?
Retaining today’s fickle customers takes more than discounts and loyalty points. Customers want to know that businesses are there to help improve their life or solve a problem—not just empty their wallet. Here are three ways companies can demonst... Read More


Avoid These Employee Motivation Killers
It’s essential to arm yourself with various strategies you can use to motivate—and retail—your employees. But, it’s equally important to learn what not to do. Here five are workplace motivation killers to beware of. Negativity If you’ve... Read More


The Key Difference Between Loyalty and Retention
Retention marketers know there is a difference between customer loyalty and retention. Without a proper understanding of the two concepts, it’s not possible to retain valued customers and grow wallet share. Consider: A business that keeps customers... Read More


How Customer Centric Is Your Organization?
Customer centricity is evident in many ways. These include superior customer service, product quality, personalized communications, and responsiveness. By creating a customer-centric culture from the CEO down to your customer-facing employees, your o... Read More


Are You Ready for Customer Experience Management?
Customer centricity will only take hold when it’s woven into the fabric of an organization. And that will happen only when customer experience management (CEM) is embedded into a company’s entire operations. Getting to the point where CEM is a... Read More