You only get one chance to make a first impression. But customer experience optimization gives you countless opportunities to impress and engage your customer base. In today’s digital landscape, customers can connect with your business through a variety of touchpoints, and each one is a chance to boost customer acquisition and revenue. In fact, more than
The effort it takes to overhaul or repair your website can seem daunting. First, you have to conceal the site behind the curtain—you can’t have anyone nosing around while it’s under construction. Second, when the site becomes inaccessible, visitors get confused. Nobody wants to lose customers, traffic, or Google search ranking because the site is
Travel has an enduring appeal. Iconic figures from Simone de Beauvoir to Anthony Bourdain have maintained that to travel is to embrace life—and to embrace life is to travel. For more recent evidence, look to the travel industry’s rapid post-pandemic recovery. Revenues surpassed pre-pandemic figures in 2023, according to McKinsey—just three years after the global
It might not sound intuitive, but what if you could grow your business by giving your services away for free? Or, more specifically, a limited version of your services: enough to entice users to use your product, while encouraging them to switch to the paid version. What we’re describing is a freemium business model. Read
Millennials—individuals born between 1981 and 1996—now make up 29% of the worldwide population. In the United States, they are the largest adult group, totaling more than 74 million people. Given the generation’s size, it makes sense that millennials comprise a large share of purchasing power. Despite having come of age during the 2008 Great Recession
Shipping liquids is logistically more challenging than shipping solid merchandise. For one thing, liquids are heavy, and they can easily spill or leak. And, if there’s a spill or leak, it can lead to an inferior customer experience and cost your business. Also, many liquids are corrosive, toxic, or flammable—or all three—and this makes some
Top YouTube creators can earn millions of dollars, but the vast majority make far less. In fact, only 4% of social media influencers earn more than $100,000 a year—and for most creators, producing content isn’t the only revenue stream. Revenue often comes from ads, brand deals, affiliate marketing, and product sales. For many smaller YouTube
When Natalie Westlake left her nearly two-decade career at Lululemon—where she helped scale the company from 10 stores to more than 500—she could have chosen any path. She chose to join Bluboho, Canada’s leading sustainable fine jewelry brand, with a mission that went far deeper than opening stores. According to Natalie, she wanted Bluboho to
Communicating with audiences is an example of a universal, high-stakes, recurring, and occasionally urgent business activity. This type of task calls for a communication strategy, or a set of guidelines and processes designed to help a business consistently and efficiently communicate well. Here’s how communication strategies work, how to build your own, and how to
When a shipment of components gets lost, your final product delivery gets delayed. Each stage of your business’s supply chain feeds into the next, and a disruption at one stage affects everything downstream. Many businesses still rely on a fragmented supply chain model, where each step is an isolated segment. Increasingly, companies are embracing coordination
