CSM Magazine

NOVEMBER 6, 2016

Most business leaders acknowledge the potential for customer service to drive long-term revenue through improving customer retention and repeat business. Customer loyalty opinion leader, Fred Reicheld, proved the significance of this in customer retention terms some years ago and it still holds strong today.

Chief Customer Officer 55

Chief Customer Officer Customer retention Customer centricity Analytics 55

Outsource Consultants

JANUARY 27, 2025

This blog post will explore why the Philippines is the secret weapon for achieving customer service excellence. From 2006 to 2012, the industry’s revenue grew by an impressive 46% annually. based health insurance provider needed to simplify complex policy explanations for customers. In 2013, BPO revenue rose to $15.5

outsourcing 67

outsourcing Call Center Government Telecommunications 67

Contact Center Geek

AUGUST 7, 2014

We all need compelling reasons to keep our customers coming back. Customer retention is vital and getting customer feedback can give great insight into the future success of our business, but we need to allow customers to leave us. I was flabbergasted. Comcast is not the first.

Government 48

Government Average Handle Time Call Center Metrics 48

Hodusoft

JUNE 7, 2024

If you have watched the 2006 Hollywood movie (or its 2010 adaptation) ‘Outsourced’ then Todd Anderson (or Todd Dempsy, in the series) is the closest and the best example of a call center manager. Quality Monitoring and Feedback “What gets measured gets managed.” “Feedback is the breakfast of champions.”

Best practices 52

Best practices Call Center Omni-channel support Management 52

Balto

AUGUST 3, 2022

High employee churn and low customer satisfaction can cost a company an outsized amount of money a year in real or unrealized revenue. Create your own user feedback survey. Companies that have personal interactions with a large segment of their customers see a 1-2% increase in total sales due to increases in loyalty.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

ProProfs Blog

FEBRUARY 13, 2020

And when customers get their desired discounts and offers, they tend to purchase more from the same brand and spread the word amidst their known ones. A decade long survey from 2006-2016 examined the growth trends of loyalty programs in the US and found that memberships have grown from 3.3 Customer Loyalty B2B Statistics.

Customer retention 164

Customer retention Sales B2B Airlines 164

ClearAction

FEBRUARY 14, 2015

" Indeed, the financials seal the deal: "the public FoEs (firms of endearment) returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S&P 500; that’s more than a 8-to-1 ratio! Customer Engagement is the Capstone of Customer Experience Management. to-1 ratio."

Customer Experience 88

Customer Experience Customer centricity Finance Entertainment 88