We were just starting to break the wheel of commoditizing with the Experience Economy, right?
The promise of delivering unique, human experiences as the backbone of differentiation. But then the pandemic hit. And we got to see the messy underbelly of optimistic marketing. Brands faltered in the execution of the promises their copywriting made. With a wrench in new acquisitions, the companies that did well were the companies that held on to existing customers.
Retention was the silent hero of the pandemic.
In this blog post, Annika Thompson of Speero talks about how optimizers are doing their bit – uniting businesses around retention through Customer Experience Optimization (CXO), and 5 concrete steps to a retention strategy that guards against market uncertainty.