Why memorable experiences shape customer loyalty

Consumers are no longer driven solely by utility or convenience; they are seeking meaning, emotion, and memorable moments. Two African American women in a clothing stor

By Grace Ngugi 11 months ago

A customer's love language is trust in a word full of promises

Longevity in business is all about building lasting relationships, and relationships do not just happen; they require a lot of effort to cultivate.

By Grace Ngugi 1 year ago

Overcoming the pitfalls of information asymmetry in customer experience

Information asymmetry, whereby one party in a transaction or relationship has more or better information than the other.

By Grace Ngugi 1 year ago

The dead horse theory: When it's time to dismount for your customer's sake

When businesses focus on "dead horses," they miss out on opportunities to innovate, grow, and improve, leading to erosion in market share and their competitive edge.

By Grace Ngugi 1 year ago

Exploiting conformity to win over customers to your brand

Confronted by a host of choices, customers are increasingly becoming more discerning in choosing one product over another.

By Grace Ngugi 1 year ago

Why human-to-human interaction is irreplaceable with tech in customer service

In today's digital age, one truth remains constant: the undeniable importance of human-to-human (H2H) interactions.

By Grace Ngugi 1 year ago

Data is king in fast-changing customer experience landscape

Customer service has come a long way, with data increasingly dictating how organisations relate with their existing and potential customers.

By Grace Ngugi 2 years ago

Broken Window: How to fix customer churn in business

Managing an issue to the customer's satisfaction could prove the difference between customer retention and churn.

By Grace Ngugi 2 years ago

How the 'idiot curve' can help in bettering customer service

From the service provider's perspective, a business can identify existing gaps by mapping out a customer's journey through the curve, which can be leveraged to optimise customer experience.

By Grace Ngugi 2 years ago