AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. And 23% of CEOs list customer service as one of their top three business priorities. Emotional bonds create lasting relationships for growth and customer retention.

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

ChurnZero

JANUARY 13, 2022

Bill Mahoney, Chief Customer Officer, ComplySci. In his new role, Bill will be responsible for ensuring success throughout the customer entire lifecycle, from initial onboarding onward. I am pleased to see her take on an expanded leadership position of Chief Customer Officer.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

C3Centricity

DECEMBER 3, 2018

Here are just a few of the most noteworthy numbers I found during my research online; if you are still not sure it’s worth it this data will convince you: 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. Source: CEI Survey).

Big data 87

Big data B2C Marketing Airlines 87

CSM Practice

SEPTEMBER 25, 2020

In this episode, Irit Eizips, Chief Customer Officer & CEO at CSM Practice interviews Nick Mehta, Chief Executive Officer at Gainsigh t, on the topic of the Importance of Customer Success Strategy Investments. 01:47 – Irit talks about the survey they did about the companies which reduced their forecast. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

customer sure

DECEMBER 6, 2023

Loyal customers are not only more likely to make repeat purchases, but they are also valuable brand ambassadors who can influence others through positive word-of-mouth, reviews and social media interaction. When you think about it, customer experience opportunities truly are everywhere. When they find it, they’re off.

Customer Experience 62

Customer Experience Brand ambassadors Healthcare Journey mapping 62

ClearAction

FEBRUARY 7, 2016

Loyalty is Not Just for Customers article. Customer-Centricity Means Customer-Centric BKM: Amazon, USAA, Zappos. Culture of Trust for Customer Experience Management BKM: Kimpton, Cisco. Customer Retention Begins With Trust article. Customer Retention Strategies webcast (18:37).

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

LiveChat

APRIL 10, 2017

Put simply: once you build a solid customer base, it’s essential that you shift your focus toward retaining customers and ensuring they remain loyal. 4 Main Tenets of Customer Retention. Each of the strategies we’ll discuss throughout this article fall under one of four main principles: Knowing your customers.

Customer retention 28

Customer retention Sales Personalization CRM 28

delighted

JANUARY 7, 2020

The number of companies investing in the omnichannel experience has grown from 20% to 80% since 2010. This means that brands need to measure and manage customer experience at every stage of the customer journey, and nothing highlights this more than how disappointed customers currently are in the quality of mobile brand interactions.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Balto

AUGUST 3, 2022

We surveyed 361 executives across the United States for the purpose of this survey. We limited respondents to those whose organizations contained sales, customer service, or collections contact centers. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Gender Distribution of Survey Participants.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Connecting the Dots

APRIL 3, 2024

For example, from a business-to-consumer (B2C) vantage point, our 2020 National Customer Rage survey indicates that 66% of customers will experience problems annually more than double the 32% problem rate reported in our 1976 White House-sponsored study. A recent survey of 2,000 U.S. Thoroughness? Simplicity?

Education 62

Education B2B Sales Surveys 62

Hodusoft

JUNE 7, 2024

Inbound Communication Call and Contact centers receive a wide range of incoming communication requests such as: Inquiries about products or services Customer complaints Requests for technical support Requests for placing orders and more 2. A business CSAT score should always rise as it signifies an excellent customer experience.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Beyond Philosophy

APRIL 30, 2015

In a 2010 study by Ipsos Mori , out of a study of over 2,000 British people only 23% of them said their loyalty card influenced their decision to make a purchasing decision. It’s clear loyalty programs don’t always drive loyalty , however.

Surveys 294

Surveys Customer Experience Customer emotions Customer centricity 294

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98