The Petrova Experience

DECEMBER 20, 2022

T-Mobile excelled in customer experience in 2022 because of strategic marketing and customer experience decisions the mobile provider made starting with Un-carrier Campaign it launched in 2013. The campaign, which T-Mobile describes as 100% customer commitment , aimed to disrupt the mobile provider landscape.

Customer Experience 98

Customer Experience Banking Wireless Customer centricity 98

ijgolding

OCTOBER 21, 2014

However it should be noted that the brand that has come top of the pile in 2014 (and was also third in 2013) is one that comes from the industry that many of us still trust the least. If you want to read the report in detail, or find out more about it, please have a look at Nunwood’s Customer Experience Excellence Centre.

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

Vcaretec

JUNE 6, 2022

Connect: @mjayliebs Aimee Lucas Bio: Aimee is a fan of sports, sunshine, exceptional customer experiences. Connect: @Aimee_Lucas Flavio Martins Bio: Flavio is VP of Customer Support at @DigiCert. He is a Customer Experience & ATL 2013 Huff Post Top 100 Social.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. I know you might wonder that the data is quite old.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

GetFeedback

JANUARY 8, 2020

In addition, Stealthwatch has (one of the) highest retention rates in the Cisco security portfolio, at 92 percent. Using automation to prevent customer dissatisfaction. In 2013, the Stealthwatch team needed to gauge customer satisfaction after support case resolutions. A tool for facilitating internal change.

Surveys 15

Surveys Customer centricity Engineering Feedback 15

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). Customer loyalty and customer retention are at risk. So, how do you evolve in an ever changing banking world?

Banking 79

Banking Customer Experience Surveys Finance 79

ijgolding

AUGUST 12, 2018

For an organisation to create a sense of happiness with a customer, it must be able to consistently leave the customer feeling as thought their basic requirements – their NEEDS – are being met. We must be able to get the fundamental basics right before we even start thinking about things that may delight the customer.

Airlines 74

Airlines Customer centricity Surveys Customer Experience 74

Education Services Group

OCTOBER 28, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice, is a world-renowned expert on customer retention, upsells, cross-sells, and customer value strategies and methodologies. Since 2013, Irit has been pivotal in shaping Customer Success best practices.

Chief Customer Officer 45

Chief Customer Officer Best practices Upselling Customer retention 45

The Center for Client Retention

OCTOBER 4, 2017

Now, salespeople not only have to be experts at selling, but experts at customer service as well. Here are several reasons why it’s important to have sales associates who are capable of helping customers when necessary. Customer retention becomes more controllable.

Sales 96

Sales Customer Service Customer retention Customer Experience 96

teleopti

DECEMBER 13, 2018

Big banks and, to an even greater degree, the smaller community banks, are listening to their customers and trying a little harder to dissuade you from wandering off to their competitors. Customer retention strategies are most vital for products and services that involve frequent repeat buying. Pending labor shortages.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Outsource Consultants

JANUARY 27, 2025

In 2013, BPO revenue rose to $15.5 based health insurance provider needed to simplify complex policy explanations for customers. By outsourcing to a Philippine call center, they achieved a 30% reduction in policy-related complaints and a 25% increase in customer retention.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. Some of these penalties are directly tied to poor customer experience.

Banking 45

Banking Advertising Accountability Best practices 45

ijgolding

NOVEMBER 12, 2015

, the Telecoms industry used to be heralded as one of the most Customer Centric of all – in fact the likes of O2 and Vodafone were often cited as brilliant examples of how all industries should be delivering great experiences.

Customer Experience 88

Customer Experience Interactive Voice Response Customer centricity Telecommunications 88

Babelforce

JANUARY 7, 2021

These can include the likelihood of full retention (based on factors like age), the acquisition cost and the value of their purchases. As we’ve seen, increasing your CLV comes down to three things; improving customer retention, raising the average customer spend and cutting cost to serve. 8 Anglian Water gets proactive.

Upselling 52

Upselling Airlines Contact Center Customer retention 52

ijgolding

MAY 21, 2018

I actually wrote an article about Littlewoods in 2013 – entitled ‘re-invention and innovation’ , it serves as the perfect case study of effective business transformation. Everyone who played a part in it can be seen as a revolutionary of business transformation.

Banking 74

Banking Customer centricity Enterprise Technology 74

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. Some of these penalties are directly tied to poor customer experience.

Banking 40

Banking Advertising Accountability Best practices 40

ijgolding

AUGUST 25, 2015

In 2013, I conducted independent research of my own to understand the ‘most important things’ to customers when interacting with organisations. If anyone asks us about fitted wardrobes, we are very likely to tell them to stay well away from Hammonds.

Customer Experience 92

Customer Experience Construction Surveys Personalization 92

Vonage

DECEMBER 8, 2016

According to a study by NewVoiceMedia, US businesses are losing $62 billion per year, as a result of poor customer service. A figure which has increased by more than $20 billion since 2013. We’re still a nation of serial switchers, and once you lose a customer, they’re unlikely to come back.

Contact Center 48

Contact Center Call Center Surveys Customer retention 48

ijgolding

JUNE 14, 2016

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. The problem with my subject, is that very often, there is no right answer!

Customer centricity 56

Customer centricity Customer Experience Education Metrics 56

Netomi

JANUARY 5, 2022

In December 2011, her book Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More ranked #4 among “What Corporate America Is Reading.” ” By 2013, her book eBay For Dummies was one of the best sellers on the topic. Customer Service Leaders: Stacy Sherman.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

JANUARY 30, 2014

I think Customer Success is going to continue its evolution towards increasingly more proactive assistance to their customers to drive great experiences, thereby increasing product adoption and customer retention. Generating Consistent Customer Health Scores.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

JustCall

AUGUST 2, 2021

Her areas of expertise include CX, omnichannel engagement, customer retention and loyalty and social media. Customer data platforms and customer journey orchestration are also her strengths. Irit Eizips is a name that has been featured in the list of Top 100 Customer Success Strategists since 2013.

Customer Experience 52

Customer Experience Consulting Consulting Best practices 52

aircall

MARCH 19, 2021

By understanding your customer profile, you can find out the specific demographic groups that are interested in your product, so can tailor your marketing campaigns to them more effectively. Increase customer retention. In 2013, Adobe had reported that people were able to hack their system.

Sales 62

Sales CRM Marketing Best practices 62

Stratifyd

MAY 16, 2019

In 2013, Netflix started releasing original content with House of Cards leading the charge, which got the company a seat at the table with traditional networks and premium channels, such as HBO, CBS, FX, and the ilk. About the Author.

Feedback 40

Feedback Customer retention Marketing Personalization 40

NobelBiz

OCTOBER 30, 2020

Call center customer service has a strong bearing on customer satisfaction and your business as a whole. So, improving call center customer service becomes necessary in order to make your business stand out. Making people feel good about themselves pays off in a big way. Empathy cannot be overstated.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

aircall

SEPTEMBER 12, 2016

In the year 2013, Google commissioned Ipsos to carry out a study on their click-to-call buttons. Boost customer retention. Customer retention is a key factor for the growth of any business. Statistics on the use of click to call. During the study a sample size of 3000 mobile searchers was selected.

Customer Experience 48

Customer Experience Inbound sales voip Sales 48

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Coaching 0

Coaching Upselling Engineering Marketing 0

Education Services Group

DECEMBER 10, 2019

Since 2013, the Customer Success Association has been hosting Customer SuccessCon , a conference designed to look at the current state of the profession and into its future. It brings together some of the most experienced and forward-thinking minds in the Customer Success community.

Education 40

Education SaaS Coaching Personalization 40

SmartKarrot

MAY 14, 2020

Customer success as a function in a business has undergone a vast evolution in itself, especially in the last decade, when more and more companies have realized the benefits of customer retention and loyalty. 2010: SaaS, 2013: Customer Success .

SaaS 10

SaaS Upselling Customer retention CRM 10

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Keri Keeling.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

JANUARY 5, 2021

An accomplished Customer Success strategist, Irit has the rich legacy of being voted as one of the Top 100 Customer Success Strategists since 2013. For more than 2 decades, Catherine has led the highest Customer Success executive positions at world’s best organizations. Irit Eizips. Andrew Michael. Swati Garg.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

JANUARY 5, 2022

She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice. She’s been on the Top 100 Customer Success Strategists list since 2013, which is a testament to her contributions and dedication to the CS space.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Pointillist

AUGUST 18, 2021

Another one that I would tell my clients to focus on—and in fact have learned recently that a lot of VC investors are asking entrepreneurs to focus on—is customer retention rate. Great, you can bring on all these customers because you have some sparkling marketing, but are you actually keeping them?

Education 40

Education Metrics Marketing Journey mapping 40

GetFeedback

APRIL 25, 2019

Combine them with your existing business approach and you will see a positive customer voice surrounding your brand at all times. Some time ago, before Google’s 2013 Hummingbird update, keywords were the absolute pinnacle of SEO and marketing as a whole. Optimization for long-tail keywords. Automate as much as you can.

Marketing 68

Marketing outsourcing Entertainment Construction 68

Comm100

OCTOBER 17, 2017

In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business. Introduction.

Customer Service 66

Customer Service Customer Care Surveys Feedback 66

Netomi

FEBRUARY 28, 2022

It’s a simple yet effective way to retain customers in a busy world.”. Irit Eizips – Chief Customer Officer & CEO, CSM Practice. “This is a mission I am passionate about and I’m looking forward to helping Udacity’s customers progress along their digital transformation journeys.”

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64