Customer Experience (CX) Articles, Definitions & Guides
Plain-language articles on customer experience: definitions, how-tos, and strategy to help your business retain more customers.
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Customer retention ideas for small business owners
Keeping the customers you have is cheaper than finding new ones. Here are practical retention ideas that actually work for a small business.
How to ask customers why they're leaving (without it being awkward)
Asking a departing customer why they're going feels awkward, so nobody does it. Here's how to ask without it being weird, and what to do with the answer.
How to find out why customers are leaving (without sending a survey)
You don't need a survey to work out why customers are leaving. The answer is usually sitting in data you already have. Here's where to look.
How to get customer feedback without a big budget
You don't need expensive survey software to hear from your customers. Here are the cheap, practical ways to get real feedback from a small business.
The real cost of losing a customer
A lost customer costs more than a single sale. Here's how to work out what one customer is actually worth to your business, in plain numbers.
What to do when a long-term client stops calling
A client who used to book you every month has gone quiet. Here's why it usually happens, and what to say when you reach out.
Why customers stop coming back (and what you can do about it)
Your existing customers are the cheapest ones to keep. Here's why customers stop coming back, and the small fixes that actually bring them back.
Why patients stop returning to your clinic
Patients rarely tell you they're not coming back. Here's why patients stop returning to a clinic, and the signs to look for before it's too late.
The Business Case for Customer Experience: What Good CX Actually Does to the P&L
CX gets called fluffy by people who have never seen the numbers. Here's what good CX actually does to revenue, retention, and operational cost.
How to Map a Customer Journey (and Make It Worth Doing)
Most customer journey maps end up in a drawer. Here's how to map a customer journey step by step, and what to actually do when you're done.
What is Customer Effort Score (CES)?
Customer Effort Score (CES) measures how easy an interaction was. Here's what it is, how to calculate it, and why low effort drives loyalty.
What Is Customer Experience (CX)?
Customer experience (CX) covers every interaction a customer has with your business. Here's what it means, why it matters, and how to start improving it.
What Is Net Promoter Score?
Net Promoter Score is a customer loyalty metric based on one question. Here's how it works, how to calculate it, and what the score actually tells you
Why customers leave (and why you won't see it coming)
Most customer churn is silent. Customers don't complain, they just leave. Here's why poor CX drives churn and where to look before it's too late.
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