Throughout the pandemic, I had the opportunity to listen to my husband talk about generating ARR. What is that? Annual Recurring Revenue. He’s a fractional CRO and works with early-stage companies to predict their revenue for the next quarter/ year/…
In their article, “The New Science of Customer Emotions,” Scott Magids, Alan Zorfas, and Daniel Leemon suggest that connecting with customers’ emotions is imperative to drive loyalty, engagement, and increased revenue. Through years of research, they discovered over one hundred…
By Lindsay Mackenzie and Sara Schumann Experience and Engagement are different, yet too often they are interchanged, causing confusion. Experience: what a brand does to a customer/ employee – it’s not always intentional. Engagement: what a customer/ employee does with…
The CXPA defines a Voice of Customer program (VOC) as a program with a coordinated series of measures, observations, data, surveys, and two-way conversations across multiple sources, all of which surface the customer’s perspective of the organization. (CXPA 26). To…