Customer Experience Strategy | CX Strategy

Pricing is more than just the sales price; it also includes how your products and services are packaged. There are many pricing models out there—some work better than others and some work better in some industries than others. What’s important is that it fits with your business model, convinces your clients to buy, and gives your clients confidence in your brand.

A client had a yearly subscription model, however, over half of their clients were leaving after three or six months and then would re…

Why is it so hard to sway clients away from your competitors?

Well, the short answer is switching costs. But when we hear that term, we often only think about the physical or tactical aspects of change—it often leaves out the mental and emotional elements of the switching costs.

Once a client has an established relationship with a provider, it’s set up. The exchange of access, details, invoicing, and contacts are already in place. The client and vendor can just do the work. In order for this p…

🔥 🔥 “Be crystal clear on your messaging and it is not from your perspective, it is from your client's perspective and your perspective clients.” 🔥 🔥

Yes, our Founder and Fractional CMO, Melanie Asher, MBA was featured on The Revenue Maze podcast. Listen to hear that great quote and other points about how to make your business CREDIBLE and RELEVANT. Melanie joins the host Valerie Cobb to share some tips on how to get out of the revenue maze;

💲 Be crystal clear on the messaging you send. The m…

All organizations if they last long enough will eventually plateau. They will reach a point where they’ve established brand recognition in the market, have loyal customers, and are perceived as a “traditional” brand. Usually, when a brand is described this way, it means that it is outdated but can still be relied upon for something.

This success should be celebrated and it’s vital that the leaders of the organization recognize that what got them there, isn’t going to take them successfully into…

Continuing my guest post series, here is an article from Eben Greene, President and Vision Keeper of the top change management agency, ShiftUp. You've heard me talk about him before, he helped with the Omicle rebranding and we've partnered on projects.

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Eben Greene says...

Like meeting someone for the first time, your initial encounter with a business can leave a lasting impression. That feeling or belief in a company or product branding is powerful. It lays the gro…

The goal of this stage is to focus on long-term clients and long-term growth. This is all about continuing to improve your client experience and identifying where your next best opportunity lies. The questions you'll ponder will be:

• Will it be a new market, a new vertical, or a new product or service?
• Will you expand your current offerings?
• Will you seek to acquire another company?
• Will you seek to be acquired?

This stage is about making opportunistic, long-range decisions. Your focus i…

The goal of this stage is to be ready to scale and build a much bigger business. In this stage, your focus is on building a scalable infrastructure to improve your selling as well as how you deliver the products and services that you offer--customer experience.

You'll be focused on questions like:

• How can I make this more efficient?
• Is there a way that could be easier for me to do this?
• How can I make fewer sacrifices (money, time, or energy) to complete this task?

Efficiency may sound …

A better name for this stage would be “AHHH THERE’S ANOTHER FIRE”. You don’t know what you don’t know about your product, service, or market, yet.

This stage is all about identifying the actual problem that your product or service is intended to solve as well as the actual audience that is willing to pay for it. This is a reactive stage mainly focused on lead generation. All questions that need to be answered will fall into one of two categories:

• Are you creating a solution that fits the mar…

What does it mean to scale your business?
How is it different from growing your business?
Is scaling the same for all businesses?

These seemingly common questions have very different answers. Growth and scaling are often talked about as if they were one and the same. But they're not and it's important to know the difference.

Scaling is about increasing revenue without incurring significant costs. The intention is that as revenue grows, expenses only increase incrementally. When an organizatio…

The sales funnel is dead—well at least it should be. Yes, many companies love them, but the reality is, that building your brand with a lead funnel approach is a lot like a dog chasing its tail. It requires a lot of energy, for short-term results. The second you stop, the momentum stops, and you’re left feeling unstable and dizzy. If that isn’t enough, according to Forrester, less than one percent of the leads that come out of the bottom of that funnel will be loyal clients. That’s a lot of time…