1. 6 Techniques to Improve Customer Experience

    6 Techniques to Improve Customer Experience

    From Ivana Taylor: Companies need to know that online users are the key to their success, not their customers. In his book, Users Not Customers, digital-marketing CEO Aaron Shapiro makes the case that focusing on users’ online experience with your business will increase your profitability and success in spades. It’s hard to imagine that anything can be as important as the customer experience. After all, customers are the reason we can continue doing business, right? But Shapiro's research shows that online users are the reason that our companies stay in business. (Shapiro is the CEO of Huge, a digital marketing agency.) The digital impression that we create for our users directly correlates to whether they become profitable customers. Think of users as prospects or potential customers. They are the people who are interacting with our business online and offline. And the quality of their impression—how easy it ...

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