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
- Mar 10
- 3 min
Integrity Tactics
At Encompass-CX, we discovered that there are six qualities that trusted advisors have. Starting with integrity, we are going to take a...
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Tom Cates
- Mar 3
- 2 min
The Evolution of Customer Satisfaction
Over the past few decades, customer satisfaction has undergone significant changes, driven by technological advancements and changing...
8 views0 comments
Tom Cates
- Feb 24
- 2 min
Why Customer Satisfaction is Not Enough for B2B Sales
In B2B sales, focusing solely on customer satisfaction and using traditional measures to build stronger client relationships is a...
6 views0 comments
Tom Cates
- Feb 17
- 3 min
Accelerate into a Trusted Advisor Relationship
We all have built relationships in our lives. From experience, we know that some relationships take more time to nurture than others....
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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...
4 views0 comments
Tom Cates
- Feb 3
- 3 min
How to Cultivate Long Lasting Client Relationships
Everyone wants to have long-term client relationships. They offer endless benefits such as increased revenue, referrals, and even...
8 views0 comments
Tom Cates
- Jan 27
- 2 min
The Benefits of Benchmarking
Benchmarking is a tool that businesses use to compare a company’s performance against competitors or itself, with the ultimate goal being...
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Tom Cates
- Jan 20
- 3 min
The Problem with Net Promoter Score (NPS)
Net Promoter Score (NPS) is a commonly used measure of customer satisfaction and a supposed predictor of growth rate. The idea revolves...
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Tom Cates
- Jan 13
- 3 min
How to Become your Client's Trusted Advisor
Becoming a trusted advisor is a goal all of us should have. A trusted advisor will have a great relationship with their client, and their...
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Tom Cates
- Jan 6
- 2 min
A Plan to Reach Your B2B Goals
You cannot reach your B2B goals without focusing on customer experience; any attempt to raise profits, increase productivity, or expand...
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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...
7 views0 comments
Tom Cates
- Dec 16, 2022
- 3 min
How to Lower Business Costs
Running a business can be extremely expensive. In fact, 82% of businesses fail because of a lack of cash flow. However, if you reflect on...
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Tom Cates
- Dec 9, 2022
- 3 min
How to Expand Your Business
Most people’s business goals involve expanding their company. Admittedly, this can be a challenging goal to achieve. However, with these...
8 views0 comments
Tom Cates
- Dec 2, 2022
- 3 min
5 Simple Tips for Customer Retention
We have talked A LOT about the importance of customer retention over the past few weeks. Of course, customer retention is critical in...
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Tom Cates
- Nov 18, 2022
- 2 min
The Power of Referral Value
Imagine: Your team has done great work for Joe. Whenever you are asked to provide a reference, you give them Joe’s number because you...
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Tom Cates
- Nov 11, 2022
- 3 min
The Lollapalooza Effect of Increasing Returns
Earning sales equity improves all three value sources and creates a lollapalooza effect of increasing returns. Increased revenues...
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Tom Cates
- Nov 4, 2022
- 3 min
The Value of Lower Cost of Sales and Service
Over the last couple of weeks, we have been discussing the three types of value. As a refresher, the three types of value are: Retention...
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Tom Cates
- Oct 28, 2022
- 2 min
The Value of Expansion
Last week, we explored the topic of retention value. As a reminder, the three sources of value are: Retention Expansion Lower Costs This...
6 views0 comments
Tom Cates
- Oct 21, 2022
- 2 min
The Value of Retention
In previous articles, we have examined the value of earning sales equity and creating greater “Loyal Behavior” from a buyer. We...
8 views0 comments
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