By Jim Katzman, Principal, CX Strategy & Enablement, InMoment
We’ve all heard the business mantra that it’s more expensive to land a new customer than to keep an existing one—I’m betting you thought something along those lines as you clicked to read this! But as every customer experience (CX) professional out there knows, just because retention is easier than acquisition doesn’t mean that retention is easy. Brands like yours wouldn’t build CX programs if that was the case.
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