Blog - Customer Experience

5 min read

The awareness stage: How to capture and keep your visitors’ attention

Imagine walking into a store for the first time, and everything just clicks—the layout is perfect, the products are exactly what you need, and the staff is super friendly. You’d probably want to come back, right? Well, the same applies to websites.  The first time someone visits your site, they should have a seamless and […]

7 min read

What is customer segmentation and how does it improve CX (with types, tips and examples)

When you’re building, marketing or optimizing a product, there’s no ‘one size fits all’. No two customers have the same exact needs—so how do you address them? The answer is to put your product users into useful categories—otherwise known as customer segmentation. By dividing your customers into groups with similar attributes—from who they are to […]

7 min read

A 5-step customer segmentation strategy to delight your users and grow your business

When you’re building, marketing and selling a product, you need to acknowledge a universal truth: if you try to appeal to everyone, you won’t appeal to anyone. That’s because your users aren’t carbon copies of each other. Your customer base is made up of many different individuals—from a range of industries and backgrounds, each with […]

7 min read

The 8 best customer segmentation tools to drive revenue and CX

Without segments, your customer data will only ever show top-level trends like lifetime value or churn. That’s why you need customer segmentation tools: to chop your data into meaningful portions and uncover the hidden insights that lead to revenue growth and happier customers. This guide takes you through the top customer segmentation tools and explains […]

4 min read

5 must-know insights to optimize the customer experience in Travel and Hospitality in 2024

There was a healthy demand for travel services in 2023, and this was reflected in metrics measuring the customer experience in Travel & Hospitality—with sites seeing increased traffic and a notable uptick in revenue per visit.  But these positive results were part of a mixed bag of performance metrics that indicate lingering challenges to overcome in the […]

4 min read

It’s getting harder to attract and convert web traffic. Here’s what to do about it.

It’s no secret that brick-and-mortar stores have been struggling to attract shoppers in recent years. Now, digital businesses are facing similar challenges with their equivalent of footfall— web traffic. As revealed in The 2024 Digital Experience Benchmark Report and Interactive Explorer, our latest annual survey of the digital customer experience, visits to websites fell -3.6% year-on-year (YoY) in 2023—and a […]

3 min read

How TotalEnergies is improving the digital experience for energy customers with Contentsquare

Delivering a best-in-class customer experience has become a top priority for suppliers in the energy and gas industry. Strategies have shifted from focusing on traditional products and services to improving the digital experience for energy customers. We sat down with Dirk Biesmans, Head of Digital at TotalEnergies Power and Gas Belgium (TotalEnergies), to learn how […]

4 min read

Customer retention rate: how to maxime profitability by understanding & improving

Customer retention rate is a critical business strategy metric, directly linked to customer satisfaction and customer loyalty. This rate is a reflection of a company’s ability to maintain its customer database over a certain period. The calculation involves subtracting the number of new customers from the total number of customers at the end of the […]