ShepHyken

APRIL 11, 2017

How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?”

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Beyond Philosophy

DECEMBER 6, 2018

The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

PeopleMetrics

OCTOBER 22, 2015

Net promoter scores vary by industry and hence, targets should be set according to benchmarks and norms. It’s more relationship-driven than the customer effort or customer satisfaction metrics reviewed previously. When you want to benchmark your customer experience as a whole. Using Customer Engagement.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

Customer Experience 65

Customer Experience Banking Benchmark Enterprise 65

CX Journey

FEBRUARY 27, 2019

Take a look at benchmarks. You may think your scores are great in a vacuum, but when benchmarked, you may not look so good. Neither RedBox nor Netflix are even on the radar screen in terms of competition,” said Blockbuster CEO Jim Keyes, speaking to the Motley Fool in 2008. Also, how do your customer retention numbers look?

Metrics 35

Metrics Benchmark Surveys Customer retention 35

CX Journey

FEBRUARY 27, 2019

Take a look at benchmarks. You may think your scores are great in a vacuum, but when benchmarked, you may not look so good. Neither RedBox nor Netflix are even on the radar screen in terms of competition,” said Blockbuster CEO Jim Keyes, speaking to the Motley Fool in 2008. Also, how do your customer retention numbers look?

Metrics 32

Metrics Benchmark Surveys Customer retention 32

ChurnZero

JUNE 19, 2020

During the webinar, we discussed: How customer retention impacts the valuation of your company. How Customer Success can effectively drive retention. What data you need to get the investment in your Customer Success team. The big test is how companies will retain customers during the downturn.

SaaS 72

SaaS Metrics Surveys Customer retention 72