ShepHyken

AUGUST 22, 2016

Customer Retention: 50 Tools to Build the Perfect Customer Experience by Ty Magnin. Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business. Read this article. (CTS

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Personalisation. Described by Nunwood as – being trustworthy and engendering trust.

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

ijgolding

SEPTEMBER 8, 2014

I have often said in the past how lucky I am to have so many people share their customer experience stories with me. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with. Disney Store.

Customer Experience 131

Customer Experience Customer retention Customer Service 131

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. Want to know the secret to customer retention? I don''t think I''m going out on a limb here to say: "Customer retention is paramount to acquisition!" A 5% reduction in the customer defection rate can increase profits by 25-95%. focusing on customer retention.

Customer retention 83

Customer retention Advertising Multichannel Metrics 83

Call Center Weekly

APRIL 25, 2018

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers. EVERY customer contact is a retention opportunity!" By then it is too late.

contact center associations 43

contact center associations Customer retention Contact Center Sales 43

ShepHyken

APRIL 18, 2017

Customer loyalty should be a year-round focus, and not just a monthly effort, but let’s take this month to celebrate. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. Amy stressed the importance of customer retention.

Customer retention 191

Customer retention Education Analytics Marketing 191

CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year.

Journey mapping 66

Journey mapping Customer Experience Advertising Big data 66

PeopleMetrics

OCTOBER 27, 2014

How can this possibly relate to customer experience? If you’re looking to improve customer experience, maybe it’s best to think of customers you interact with online as fans. Your customers care enough about you to talk to you (and talk to each other about you) on the massive forum that is the internet.

Customer Experience 102

Customer Experience Customer Care Customer retention Technology 102

PeopleMetrics

NOVEMBER 17, 2015

Nearly 65 percent of organizations reported an increase in cybercrime on Cyber Monday in 2014. As recent high-profile data breaches like those of super brands Target and Neiman Marcus have shown, data security has become an important variable in the formula for customer retention.

Customer retention 78

Customer retention Sales Marketing Accountability 78

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 ). In 2006, the most common reason customers visited a branch was to deposit funds. Wows and Woes Study.

Banking 79

Banking Customer Experience Surveys Finance 79

CX Journey

APRIL 28, 2015

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. Not all returns from your customer experience investments are financial. This is a good first step that allows you to educate your executives on the benefits of the customer experience. Will that scare your executives?

Customer Experience 84

Customer Experience Customer centricity Metrics Education 84

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Amazon is about long term relationships – with customers, employees and shareholders. The returns will come in time.

Customer retention 116

Customer retention Customer Experience 116

ijgolding

AUGUST 7, 2014

In 2014, a staggering number of 28 pubs are still being closed every week. What they/we expect from a pub is on the whole different in 2014 to 2002. We expect the experience we have in a pub to meet and sometimes exceed our expectations. 30th July 2014. By 2012, the number had declined to 49,433. How will it fare?

Customer Experience 80

Customer Experience Customer retention Government Personalization 80

3CLogic

APRIL 9, 2020

From 2014 to 2018, Amazon sold 100 million Alexa-powered devices. The Value of Voice in Customer Retention. Viewing the management of customer inquiries as an unfortunate business necessity lead to cost-cutting initiatives such as the offshoring of call centers in foreign locations.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

PeopleMetrics

AUGUST 14, 2014

Go On, Tell Me All About This Customer Service Fail. He reached a “customer retention” specialist who had decided that Ryan was not, in fact, going to cancel his service that day. My first job was in tech customer service. — Ryan Block (@ryan) July 17, 2014. Customer Experience'

Customer centricity 93

Customer centricity Customer emotions Feedback Customer retention 93

ijgolding

AUGUST 11, 2015

Rather than answer the question immediately sharing my personal opinion, I would like to share a story with you that brings Customer Experience failure in the industry to light. Beth has summed up her experience in an excellently and eloquently written letter to British Gas. This story is just one of many that exist.

Customer Experience 88

Customer Experience Customer retention Accountability Customer centricity 88

ProProfs Blog

FEBRUARY 13, 2020

billion from 2014 to 2016 alone. Loyalty programs have witnessed steady growth from 2014-2016 because of the deals they have to offer to the customers of a brand. And more exclusive deals tend to boost the confidence among customers that their partnership with a brand is valued via these programs. million to 3.8

Customer retention 164

Customer retention Sales B2B Marketing 164

ijgolding

NOVEMBER 25, 2014

Fellow Customer Experience specialist, Dr Nicola Millard, once said that the best way to reprimand your misbehaving children is not to send them to their room – it is to remove their Wi-Fi!! In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it.

Entertainment 84

Entertainment Customer retention Analytics Technology 84

Clarabridge

OCTOBER 27, 2015

Provide a better customer experience (CX) , and your business will do better. But research shows that 45% of organizations actually find it very difficult to tie customer experience investments to business outcomes.*. This does not mean that their customer experience management (CEM) initiatives are failing.

Revenue potential 75

Revenue potential Customer retention Metrics Customer Experience 75

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. As I told them – I will not be staying with them again.

Airlines 65

Airlines Customer Experience Management Marketing 65

Verint

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday.

Customer retention 36

Customer retention Engineering Coaching Sales 36

PeopleMetrics

OCTOBER 19, 2015

When we work with future clients, we often get a lot of questions about customer experience metrics. We don't have a universal measurement that every company can use to improve customer experience. The best customer experience metric for a business depends on that business. Using the Customer Effort Score.

Customer effort 101

Customer effort Construction Metrics Customer Experience 101

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. YoY increase in customer retention.

Customer Service 115

Customer Service Advertising Customer Care Customer retention 115

ijgolding

MARCH 31, 2017

In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too! CONCLUSIONS.

Customer Experience 65

Customer Experience Airlines Wait times Call Center 65

ProProfs Blog

JANUARY 30, 2020

Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. With the customer trust level going down at this rate, it will become all the more essential for a business to interact with its customers actively. And such bad experiences tend to stay with them for long. Source: IBM ) Tweet this.

B2B 204

B2B Banking Personalization Employee engagement 204

ijgolding

MARCH 1, 2017

As I wrote last week , when it comes to the world of Customer Experience, many journalists are writing about the subject without necessarily understanding what it is, or that they are even writing about it at all. The post Waterstones – Is it right to do whatever it takes to improve the business AND the Customer Experience?

Customer Experience 62

Customer Experience Marketing Management Technology 62

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Enterprise 97

Enterprise Construction Customer centricity Customer Service 97

ijgolding

DECEMBER 17, 2014

Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. I would like to share the story with you.

Airlines 83

Airlines Morale Customer retention Customer Experience 83

Lumoa

MAY 19, 2020

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Other research points to a slightly lower, but still an eye-popping loss of $44 billion.

Customer Experience 97

Customer Experience Metrics CRM Customer retention 97

ijgolding

JUNE 22, 2015

What people say and see online has transformed the way we make decisions – and the way in which companies determine and design their customer experience strategies. In 2014 they also floated on the London Stock Exchange. In 2001, John launched Appliances Online, the group’s first website selling white goods.

Personalization 83

Personalization Feedback Customer Service Customer Experience 83

ijgolding

SEPTEMBER 2, 2015

I myself have written about Ryanair on three separate occasions: In September 2012, I wrote about Ryanair ‘having the most consistent Customer Experience on the planet’ . In April 2014, I wrote a Customer Experience Review of Ryanair – they did not fare so well! Price alone was no longer enough.

Airlines 87

Airlines Transportation Customer Experience Personalization 87

Mindtouch

MAY 14, 2018

Consider this an introductory guide to customer success, broken down into five sections. Blaisdell is a leading voice in the SaaS/Cloud sector on customer retention strategies. In 2014, we interviewed Blaisdell about the origins and arguments for a customer success program. Customer Effort Score (CES).

Customer retention 66

Customer retention SaaS Customer effort Metrics 66

AskNicely

SEPTEMBER 4, 2018

announces its NPS software — the perennial #1 recommended software for Customer Feedback on G2Crowd — is now on the Salesforce AppExchange. Quickly and easily automate the customer feedback loop to improve your customer experience, be more effective at every touchpoint, and amplify growth. AskNicely, Inc. About AskNicely.

Customer advocacy 60

Customer advocacy Feedback Customer retention Enterprise 60

CSM Magazine

MARCH 13, 2020

Deploying a range of chatbots, each suited to a specific task, can greatly enhance the customer experience and deliver substantial benefits to the business. Here are 5 ways specialist service bots can play a winning role in your organization’s customer retention strategy: 1. About the Author.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

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. US and European banks paid $65 Billion in fines in 2014.

Banking 45

Banking Advertising Accountability Best practices 45

AskNicely

SEPTEMBER 24, 2018

Founded in 2014, AskNicely helps thousands of forward-thinking companies like Reddit, Xero, and Jetstar transform customer experiences. Thus driving growth by automatically collecting and actioning customer feedback in real time — powered by the Net Promoter Score framework. About AskNicely. About G2 Crowd.

Enterprise 60

Enterprise Feedback Management Customer retention 60