Companies often struggle with knowing their customer's needs and why they actually stay customers. Are they happy? Are they looking elsewhere for their needs? Why are they not happy? Segmenting these customers into a loyalty scale is common, but not necessarily actionable. On this episode of The CX Leader Quick Tips Minicast, Michelle Buretta, a vice president at Walker, shares how the Walker Loyalty Matrix™ provides businesses with a practical means to leverage the voice of the customer for improved business performance.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “customer loyalty”
Is your customer loyal to your company, or to your prices? One of the best practices for any company is to create a culture that grows customer loyalty beyond aspects such as price or location. Host Steve Walker welcomes back award-winning keynote speaker, author, and CX expert Shep Hyken, for a discussion about his new book, "I’ll Be Back: How to get Customers to Come Back Again and Again.”