Customer experience

Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touch-points the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual's experience during all points of contact matches or exceeeds the individual's expectations.

Shifting Your Association to a Digital Presence

Associations, like all member-based organizations, must continue to adapt, evolve, and consistently evaluate how it creates and delivers value in a digital economy to remain relevant, representative, and influential.

Read More
The Best Time to Reboot Customer Loyalty is Now

Customers show their loyalty to brands with their spending power. Learn about the 3 steps to take to reboot your customer loyalty efforts.

Read More
Demystifying the Net Promoter Score (NPS)

Fantastic insight shared by Jennifer Batley on the latest Klipfolio podcast on the value of the Net Promoter Score (NPS) as a metric. In particular: --> Where it fits within your customer satisfaction toolbox as a whole --> Why the "total" score matters, but not as much as the upward or downward trend over time --> Why the timing of the question within the customer lifecycle is so important

Read More
Three Things for Go-To-Market

Breaking down the process for go-to-market success.

Read More
Using Metrics to Reboot Your Customer Loyalty

Understanding how to measure customer loyalty will help you understand the areas that need more attention in your loyalty strategy. This article covers how to reboot your customer loyalty strategy and measure effectiveness with metrics developed by Differly!

Read More
Supercharging innovation through rapid prototyping

Whether you're an entrepreneur seeking to disrupt a product category or an established organization in the midst of digital transformation, success will hinge on one thing: innovation.

Read More
Segments and Personas. How to use them and why they are not the same.

In working with marketing, BI and sales teams over the years, I've noticed a regular misuse of the terms segments and personas. Although often used in complementary ways, they are not one and the same. Here’s how I would differentiate.

Read More
Is content planning killing your vibe?

Content, content, content - Yes, it’s still king and should still be at the top of the marketing or digital strategy agenda. So where to start? How does it fit in the overall marketing or communications plan?

Read More
Customer experience is everyone’s business. Four steps to becoming more customer centric

Your “brand” is the sum total of all your customers' experiences with your organization and every touchpoint matters.

Read More
< Back to all blog posts

Looking for more?

Consider subscribing to the Differly blog. We'll send you periodic updates with the latest insights and ideas.

subscribe for updates

Differly is a digital transformation consultancy based in Ottawa, Canada. We are seasoned practitioners and strategists with a diverse background in strategic planning, digital strategy, data, IT services and marketing, customer engagement, and loyalty.