It’s said that life is made up of a collection of moments. The same can be said about your customer experience.
When viewed in isolation, these moments seem insignificant – an email here, a conversation there.
But your customer experience isn’t defined by a single interaction (though there are certainly memorable ones). It’s the cumulative impact of the trivial and routine encounters that ultimately shape your customer’s perspective of your brand.
Customer retention is a long-term game driven by consistency and…