Strategy

How GM is striving for ‘zero friction’ customer experiences
34% of U.S. shoppers switch brands based on paid returns policies
Does your CX strategy include a customer relief program? Maybe it should
A Zen master’s advice for dealing with ‘difficult’ customers
55% of CX leaders have reduced budgets for new programs
The true cost of ‘premiumization’
Secrets of an outstanding DTC customer experience
When a different level of CX is indicated by a blue check mark
89% of ‘highly confident’ business leads say expanding their use of digital channels has improved CX
What fast food chains teach us about the link between CX and architecture
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