salesEQUITY Blog | Encompass-CX

    Why Your Customer Experience Stinks & How To Fix It

    Author: Scott German On: July 11 Categories: customer experience No Comments

    In today's day and age the US economy is mostly made up of services-based businesses, a whopping 70% in fact! Coupled with a younger workforce, who socially interact over the internet, and you are...

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    Customer Retention: A Little Goes A Long Way

    I was reminded recently of the Sebastian Junger book, The Perfect Storm. If you’ve not read the book, I highly recommend it. (The movie? Not so much). The book recounts what has since been called,...

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    Marketing and the Customer Experience

    Author: Kelly Challenger On: June 01 Categories: customer experience No Comments

    All for one, and one for all

    Earlier this year in my blog post, Client Engagement and the Marketing Super Hero, I wrote about marketing and the overall role we play - and can play - in helping...

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    The Journey To Wow! The Customer Journey Map

    Author: Tom Cates On: December 15 Categories: customer experience No Comments

    Perceptions are Shaped by TouchPoints

    If I were to ask you to describe a Ferrari, what would you say? Sleek? Fast? Sexy? Stylish? Powerful? Red? Those are the adjectives most of us would use to...

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    Why NPS Is Not An Indicator of Happy Clients

    Author: Tom Cates On: September 13 Categories: customer experience No Comments

    John Kelly, Managing Director at ADEPT Customer Experience, nails one of the biggest issues that Net Promoter Score (NPS) has, in his LinkedIn Pulse article. He simply states:

    The point then, is...

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    5 Customer Retention Stats Businesses Keep Ignoring

    Author: Scott German On: August 17 Categories: customer experience 1 Comments

    Learning how to increase client engagement and build customer retention is a vital skill that all organizations should master. How client feedback data gets interpreted is different for everyone....

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    Finding A Solution To Your CRM Frustration

    Author: Scott German On: July 01 Categories: customer experience No Comments

    Customer Relationship Management (CRM) systems get a lot of praises and are regularly accepted as a necessity for any successful business. They are designed to help you organize information and...

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    Client Acquisition: How To Grow When Acquisition Is Costly

    Author: Tom Cates On: March 23 Categories: customer experience No Comments

    Sometimes, client acquisition is a costly path to go down. It requires building a sales team and implementing a marketing strategy to reel in new clients. Meanwhile, everybody around you has their...

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    Why Loyal Clients Are Saying The "F Word"

    Author: Scott German On: March 04 Categories: customer experience 2 Comments

    Has any of your loyal clients ever used the “F word” when talking about your product or you? Nothing can feel more embarrassing than hearing a client say they are “fine.” Boy, that can hurt pretty...

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