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Showing posts from April, 2023

The State of Customer Experience: A Small Business Perspective

The following article is an excerpt of a White Paper by Customerization ’s Kira Tchernikovsky . Kira is the co-founder and CMO of this Canadian consulting company that focuses on helping SMBs stand out through superior business automation. You can download the full white paper here . Customer experience (CX) is how a customer feels about a company over time. Creating great CX is about positive emotions, building trust, and leaving a lasting impression with customers. Orchestrating excellent customer experience is essential for building brand loyalty and increasing customer retention. It's also becoming increasingly important as more and more clients. B2C and B2B, choose to do business with companies who personalize interactions and prioritize customer satisfaction. While larger businesses have the resources to invest in Customer Experience (CX), small businesses (and by small we mean <200 employees) face unique challenges in providing an outstanding CX.   Here are a few common c