Is Retention a Sign of Loyalty?
Customer retention has long been considered a key metric in determining customer loyalty. After all, if a customer keeps coming back year...
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The Customer Experience Blog
We are in the business of helping you connect your CX programs and practices (however you chose to refer to the work you're doing to make your customers successful), to revenue. Check out our blog to learn more and share your thoughts.
Tom Cates
- Feb 10
- 3 min
Has Trust Changed?
Trust is a fundamental aspect of any relationship, as every decision is based on trust. While the principles of trust, such as...
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Tom Cates
- Dec 30, 2022
- 3 min
5 Fundamental Actions to Demonstrate Client Loyalty
If you have been following along for the past few months, we have discussed at length the topic of loyalty. But, what does it mean to be...
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Tom Cates
- Sep 9, 2022
- 3 min
Loyalty Matters
If you are in a mature industry where an unhappy customer can switch to another provider to get a similar product from another...
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Tom Cates
- Aug 19, 2022
- 3 min
How to Create Sales Equity in Your Industry
Opportunities to create sales equity vary depending on the industry and/or the sales situation. Even in B2C relationships, it's possible...
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Tom Cates
- Aug 12, 2022
- 2 min
EARNING SALES EQUITY IS KEY TO PROFITABLE GROWTH
Over the last couple of weeks, we have done a deep dive into product equity and brand equity. However, we have yet to further discuss the...
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Tom Cates
- Aug 5, 2022
- 4 min
GROWTH OPPORTUNITY IN BRAND EQUITY
Two weeks ago, we briefly discussed brand equity. As a refresher, brand equity is defined as “the tangible and intangible value a buyer...
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Tom Cates
- Jul 29, 2022
- 2 min
GROWTH OPPORTUNITY IN PRODUCT EQUITY
As a reminder from last week’s article, product equity is the tangible and intangible value a buyer receives from his perception of the...
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Tom Cates
- Jul 15, 2022
- 2 min
PRODUCT, BRAND, OR SALES EQUITY -- WHAT SHOULD YOU FOCUS ON?
Last week, we discussed misconceptions about growth and the two most common mistakes businesses make in regard to growth. As a small...
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Tom Cates
- Jul 30, 2021
- 4 min
WHAT IS YOUR CUSTOMER RETENTION RATE? CHANCES ARE, IT CAN BE IMPROVED.
So, you want to increase your company’s sales equity but you don’t know how. Let’s take a look at the typical sales process: You give...
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