Anne Shaw

If you’re reading this, we’re assuming you’re on board with the importance of CX (if not, read this post on B2B CX stat!). But even when you understand the role CX plays in business success, you still likely feel the increasing pressure to show proven ROI from your CX investments. If that has you nodding your head, you’re not alone. Even the most specialized CX professionals are struggling to navigate this.
According to researchers at Forrester, 60% of CX leaders struggle to demonstrate ROI. ...

Prioritizing client experience has long been a hallmark of how The DAVIS Companies does business. The IT and engineering recruitment firm prioritized listening to both clients and consultants long before putting its formal survey program in place, but gathering honest feedback – both qualitative comments and quantitative rating data – got much simpler and more rewarding after partnering with ClearlyRated in 2014.
Read more about the challenge, it's solution, and the outcomes and quantitative results.

Business wisdom 101: Working to keep your customers is less costly than constantly acquiring new ones. Preventing customer churn is essential to maintain stability as you pursue growth. Plus, adding customers isn’t the only way to grow. You can also expand current customers’ spend. So, without further adieu, we’ll help you consider how to avoid the cost of client churn...

Did you know: Successful service recovery following a mistake can actually create customers who are more loyal than if they’d received flawless service from the start?
When you think about it, it makes sense: Who doesn’t love a good redemption story? It’s what rom-com dreams are made of. The best ones feature a little stumble from their romantic leads, and their efforts to overcome and re-win their partner’s heart make their happily-ever-after feel even sweeter in the end.

When a local bakery was struggling to bring in foot traffic, it turned to social media marketing—both paid ads and free organic posts. More people engaged online, then visited the bakery and grew into loyal customers, boosting sales. A small retail clothing store knew they were missing out on online sales. After they beefed up their search engine optimization (SEO) strategy, they not only welcomed more online visitors but also gained a significant new revenue stream...

When I was in 6th grade, my best friend’s dad made amazing birdhouses—nay, bird mansions. Think Richie Rich’s house (a.k.a. The Biltmore, for those of you too young to remember Richie, but cool enough to have seen a few Asheville, N.C., travel reels). But instead of a castle, these were wooden bird chateaus...

Providing a positive customer experience (CX) is a must if you want a successful business. And really, who doesn’t want that? While only a small minority of customers will tell you when they have a service issue, most will complain about it to others. Fair enough—many of us get uncomfortable with confrontation.
On the other hand, though, a great CX yields strong benefits.

When Olivia Hamel first joined Leidos in 2017, her career had stagnated at a previous employer. “I actually took a step back to join Leidos that first time because I knew it was an organization where I could move my career forward,” Olivia says. And move forward she did. After joining Leidos, Olivia’s career progressed quickly.

Never before has it been so clear that providing a positive customer experience (CX) will boost your accounting firm’s bottom line. And since we know how much you like numbers, we have the data to prove it.