C Space

JANUARY 18, 2021

Customer benchmark: #1 in Logistics; #27 Overall. So much so that logistics – which has traditionally been a lower quartile category in our benchmark, leaped into the top quartile – up there with highly emotive categories like beauty and automotive. Customer benchmark: #4 in Media; #63 Overall. Q2 2020 revenue: $20.5

Benchmark 116

Benchmark Automotive Government Marketing 116

ChurnZero

JUNE 19, 2020

A: [Allen]: At the onset of COVID, we surveyed 50 PE firms and 25 strategic buyers and asked that exact question. They didn’t really exist in mass during 2008 and 2009, so we’ve never really seen it. Q: Do you expect a shift in the value and focus of growth versus retention? Net retention is more important right now.

SaaS 72

SaaS Metrics Surveys Customer retention 72

Fonolo

APRIL 17, 2019

research firm that surveys 20 million global travelers yearly. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. The human touch: There’s an app for that.

Airlines 78

Airlines Transportation Contact Center Self service 78

ClearAction

FEBRUARY 7, 2016

Why Customer Satisfaction Surveys are Not Customer-Centric article. Customer Survey Actions & Feedback to Customers BKM: Boeing, Motorola, Symantec. 1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group. 3 2009 Customer Experience Management Benchmark Study, Strativity Group.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Amity

JANUARY 13, 2016

Since 2009, the popularity of customer success has increased 800%. • Benchmarks for Customer Success. For some departments measuring success using external benchmarks is an effective way to get ahead of your competition. In this article, Sabrina Bozek explains why internal benchmarks are better suited for Customer Success.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

Lumoa

AUGUST 5, 2022

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. Experts believe that the modern retail industry will follow a similar pattern as it did during the 2009 recession. The Impact of Global Events on the Retail Industry.

Feedback 78

Feedback Marketing Metrics Benchmark 78

Comm100

FEBRUARY 19, 2014

Web chat has increased in popularity with customers as the Forrester Research report indicates this channel has risen in popularity as adoption rose from 30% to 43% between 2009 and 2012. While only 24% of those surveyed utilized web chat, 73% stated they were highly satisfied with their experience. Web Chat – Customers Love It!

Benchmark 40

Benchmark Surveys Technology Customer Service 40