customer loyalty – Page 2

The Real Cost of DEI Rollbacks in Customer Experience Strategy

cmo, costco, customer experience, customer loyalty, customer retention, customer trust, dei, digital marketing, diversity equity and inclusion, marketing, mcdonalds, Million byte, target

From missed revenue targets to loyalty erosion, CMOs must weigh brand values against political pressure. Continue reading…

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Clear Language Is the Love Language of Customer Experience

customer engagement, customer experience, customer loyalty, customer satisfaction, leadership, Million byte

Misaligned terms can break your CX. Here’s how plain language keeps teams — and journeys — on the same page. Continue reading…

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Rethink Your Customer Experience Strategy: Why Internal Alignment Comes First

customer experience, customer loyalty, customer retention, cxm, Million byte, voice of the customer

You don’t have a CX problem. Before you map the journey or optimize touchpoints, fix the disconnects between teams, systems and incentives. Continue reading…

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Designing Customer Journeys With Heart—Even When Chatbots Are Involved

ai chatbots, artificial intelligence, chatbots, conversational ai, customer experience, customer journeys, customer loyalty, Million byte

Empathy at scale is possible—but only if you know when your chatbot needs to step aside for a human. Continue reading…

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Customers and Tech Overload: Okay, Boomer?

customer engagement, customer experience, customer loyalty, customer satisfaction, cxm, Million byte

Navigating the digital whirlwind: why customers are struggling with the pace of technological change. Continue reading…

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What Prime Day 2025 Reveals About Shipping, Returns and Customer Expectations

amazon, amazon prime, customer churn, customer engagement, customer experience, customer loyalty, cx, digital commerce, ecommerce, Million byte, prime day

Free shipping, easy returns and Buy with Prime drove record sales for Prime Day 2025. DTC brands must now meet these CX benchmarks year-round. Continue reading…

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Friction Isn’t a Failure — It’s a Signal for Smarter CX

customer effort, customer effort score, customer engagement, customer experience, customer loyalty, customer satisfaction, Million byte, net promoter score, nps

Misaligned goals, not bad agents, often cause customer effort. Here’s how to use friction as feedback — not something to flatten. Continue reading…

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Your AI Is Talking to Customers — But Are You Measuring What Matters?

ai, csat, customer experience, customer loyalty, customer satisfaction, customer trust, cxm, generative ai, Million byte, net promoter score, nps

Old CX metrics miss tone, safety and trust. The EVALS+ Pyramid shows CX leaders how to evaluate AI where it counts. Continue reading…

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Would Customers Pay for Premium Customer Experience?

ai chatbots, artificial intelligence, chatbots, conversational ai, customer experience, customer loyalty, customer support, Million byte

AI is making human support a luxury. Some brands are testing whether better service is worth an extra fee — but will customers buy in? Continue reading…

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