Tag: customer engagement

September 2, 2021

Cohort analysis is a way of evaluating your business that involves grouping customers into “cohorts” and observing how they behave over time. A commonly used approach is monthly cohort analysis, where customers are grouped by the month they signed up, […]

January 7, 2021

2020 was marked by a pandemic, social injustice and uncertainty at the global level. 2021 is starting off on the same note. Looking at this from a customer engagement perspective, we’ve not only been dealing with all of these changes […]

November 25, 2020

If marketers could find a silver lining from the challenges we’ve faced since March, it would be that we’ve slowed down to focus on customer engagement. Brands recognize the need to listen to what matters most with their audience and […]

September 1, 2020

A positive customer experience (CX) is vital to the success of every business, but many times when a business attempts to build a holistic CX — that is, one that affects customers on an emotional, cognitive, and social level, a […]

July 30, 2018

What is the primary factor that influences your customer’s experience? For many businesses, it is the people who interact with your customers every day, whether you call them associates, salespeople, contact center representatives, tellers or agents. No matter the technology, […]

May 24, 2018

Competing in the business world today is all about knowing your customers. Consumers have come to expect personalized service and a satisfying experience, and anything less from the brands they interact with might cause them to take their business elsewhere. […]