Customer Experience and Engagement

Written by Craig Galbraith
February 9, 2021

When it comes to measuring program success, B2B2C channel leaders are measuring success through net promoter scores (20%), customer referrals (17%), repeat purchases (17%) and customer satisfaction (7%). These leaders are creating deep and lasting relationships with customers through exceptional UI/UX (37%), hyperpersonalized marketing (20%), rebates and promotions (10%), loyalty rewards (10%) and compassion marketing (7%).

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Craig Galbraith

Craig Galbraith is the editorial director for Channel Futures and Channel Partners, joining the team in 2008. Before that, he spent more than 11 years as an anchor, reporter and managing editor in television newsrooms in North Dakota and Washington state. Craig is a proud Husky, having graduated from the University of Washington. He makes his home in the Phoenix area.