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Customer experience (CX) is becoming the secret sauce for growth in the health and wellness industry. It’s no longer just about offering yoga classes or protein shakes—it’s about creating seamless, personalized experiences

I can’t take seeing yet another article extolling the virtues/lambasting the shortcomings of NPS. So I want to lay it all on the table – the pros and the cons – and try to offer a balanced assessment.

In an age where customers have seemingly infinite choice and near-instant access to alternatives, how a business delivers is often just as important as what it delivers. That’s where Customer Experience (CX) comes in.

Some marketers display a near-religious devotion to Net Promoter Score (NPS) , while others display an equally devout opposition and adopt an anything-but-NPS mantra. Both sides do the field a disservice.

The insurance industry has always been about protection—of homes, cars, health, and futures. But in 2025, it’s about something else too: connection. And no, not the metaphysical kind—though that’d be fun. We’re talking about customer connection, the kind that turns policyholders into loyal advocates and skeptics into lifelong fans.

Many B2B firms have fewer than 10,000 customers, with some under 1,000 or even fewer. Small customer populations make it difficult to gather sufficient feedback for reliable statistical analysis.

Let’s get real: just about every company says they care about customer experience. Some even scream it in their ads. But caring is not doing. And doing is not doing well.

It doesn’t matter what you sell, how you sell, or to whom you sell (B2B, B2C, or B2B2C), your real business boils down to one thing: you are in the business of influencing customer behavior.

The business world is changing rapidly, and the way customers interact with brands has undergone a massive transformation. We’ve entered the era of the Experience Economy.

Firms are finding that competing on price or product is not enough. Customer experience (CX) has become the new battleground, so it is more important than ever that you get it right.

Poor customer experiences can lead to decreased satisfaction, lost revenue, high churn rates, and negative reviews. Here is a look at five signs that indicate your business needs better CXM.

A well-implemented customer feedback loop is essential for any business. This process involves collecting feedback, analyzing it, making necessary changes, and communicating those changes to your customers.