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. Keep this article nearby and refer to it often.

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. The reason why I think the quote is so apt is because I personally agree very much with its sentiment.

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

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. That is like waiting until the end of a romantic relationship to tell someone you love them.

contact center associations 43

contact center associations Customer retention Contact Center Sales 43

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

ShepHyken

APRIL 18, 2017

Then you must have the right systems and processes in place that allow these employees the ability to understand what is important to your customers. Top Takeaways: Customer obsession can be the foundation for growth in your business. Amy stressed the importance of customer retention. This can help reinvent a business.

Customer retention 187

Customer retention Education Analytics Marketing 187

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

Call Center Weekly

NOVEMBER 9, 2017

a Canadian training company that helps contact centers improve their sales and customer retention results. A call center expert, Mike serves on the Advisory Council of the Greater Toronto Area Contact Center association, and was Master of Ceremonies for their 2012-2014 and 2016 Annual Conferences.

Contact Center 149

Contact Center contact center associations Banking Education 149

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

CCNG

OCTOBER 19, 2022

(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ijgolding

SEPTEMBER 8, 2014

What a phenomenal way of dealing with a customer enquiry!! Response via Email 06/09/2014 10:37. Communication Channels Customer Journeys Customer retention and loyalty Recovery Retail Brian Hann customer experience Disney Disney Store exceeding customer expectation Lorna Hann Tiana Animator Disney Doll'

Customer Experience 131

Customer Experience Customer retention Customer Service 131

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. Customer retention and loyalty CX Strategy Retail Amazon customer experience Dave Lewis Jeff Bezos Tesco'

Customer retention 116

Customer retention Customer Experience 116

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. The rep was desperate and aggressive.

Customer centricity 93

Customer centricity Customer emotions Feedback Customer retention 93

ijgolding

APRIL 29, 2015

In April 2014, the football club I have supported my entire life was on the brink of something quite special. By April 2014, led by Barry Hearn, Orient had become one of the most stable professional sports clubs in the UK. Leyton Orient, a little known football club from East London were on the brink of promotion to the championship.

Management 128

Management Customer retention 128

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

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 Airlines 164

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

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

PeopleMetrics

OCTOBER 27, 2014

Your interaction will make customers feel appreciated, and they’ll be more inclined to participate in further conversations and spread the online love. Customer retention and fan appreciation online is harder when they’re bored. Misha Collins (@mishacollins) April 1, 2014. Span interests and be interesting. Retweet it.

Customer Experience 102

Customer Experience Customer Care Customer retention Technology 102

ijgolding

NOVEMBER 8, 2016

As a result, the brand has gown into the world’s largest international airline, with far less FANS than it has CUSTOMERS. In 2014, Orient were a ‘penalty shoot out’ away from winning the League 1 play off final. In 2014, Leyton Orient was a business with heart and soul.

Entertainment 95

Entertainment Airlines Finance Personalization 95

Clarabridge

OCTOBER 27, 2015

The Forrester models look at the revenue potential associated with customer retention, enrichment, and advocacy. For new customer experience practitioners, that could be a hint at good places to start your activities.). Harvard Business Review, 2014. ** Forrester Research, 2015.

Revenue potential 75

Revenue potential Customer retention Metrics Customer Experience 75

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.

Banking 79

Banking Customer Experience Surveys Finance 79

3CLogic

APRIL 9, 2020

From 2014 to 2018, Amazon sold 100 million Alexa-powered devices. The Value of Voice in Customer Retention. The outsourcing of operations resulted in a poor customer experience and contributed to giving call centers a bad reputation with the general public. By the end of 2019, Amazon had sold over 200 million.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

ijgolding

MAY 20, 2015

It was therefore no surprise that when I myself became a customer of my local Enterprise branch in Chester, North West England, I was very pleased with the Customer Journey I experienced. In fact I was so pleased, I wrote a Customer Experience Review about them – a review that you can read here.

Enterprise 97

Enterprise Construction Customer centricity Customer Service 97

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. This Customer Experience Review is the first I have conducted on a pub – the Doric Arch in Euston. 30th July 2014. By 2012, the number had declined to 49,433.

Customer Experience 80

Customer Experience Customer retention Government Personalization 80

PeopleMetrics

OCTOBER 19, 2015

If you’re interested in learning more about common questions concerning customer listening and Voice of the Customer , you can also take a look at our FAQ page: * * *. Helm Crag Walk, Grasmere, Lake District, 6 July 2014, L56 by Lynn Rainard , CC BY-SA 2.0. Navy Page , CC BY-SA 2.0.

Customer effort 101

Customer effort Construction Metrics Customer Experience 101

ijgolding

JUNE 22, 2015

By 2014 they had been voted number 4 in the Times 100 Best Mid-Sized Companies to Work For, and they won the Customer Service Initiative award at the Oracle Retail Week Awards. 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

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. Mikael Blaisdell. Mikael Blaisdell.

Customer retention 66

Customer retention SaaS Customer effort Metrics 66

CSM Practice

MAY 28, 2020

You can reach out to us at CSM Practice if you need help creating a compensation plan for your Customer Success Manager or migrating to a variable compensation plan. At CSM Practice we accelerate SaaS companies profitable growth through customer retention and expansion selling strategies. How can CSM Practice Help!

Best practices 126

Best practices Management SaaS Metrics 126

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. Your outcomes may be customer retention, account growth, new business through referrals, culture change, etc. This is a modified version of that post.

Customer Experience 84

Customer Experience Customer centricity Metrics Education 84

AskNicely

SEPTEMBER 4, 2018

With 3,500 partner apps and more than 4 million customer installs, it is the most comprehensive source of cloud, mobile, social, IoT and data science technologies for businesses. Founded in 2014, AskNicely helps thousands of forward-thinking companies like Reddit, Xero, and Jetstar transform customer experiences.

Customer advocacy 60

Customer advocacy Feedback Customer retention Enterprise 60

ijgolding

DECEMBER 17, 2014

What happened to me and my fellow passengers on the afternoon of the 12th December 2014 serves as a brilliant example of how NOT to deal with an exceptional event – when something goes wrong. I would like to share the story with you. I was due to fly from Oslo to Gatwick on the last Norwwegian flight of the day – the 18:10.

Airlines 83

Airlines Morale Customer retention Customer Experience 83

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

CSM Magazine

MARCH 13, 2020

A win-back bot, used in combination with other chatbots such as a quote bot, and loyalty bot, can help to retain customers who are nearing the end of their contract and are at risk of switching to a competitor and can even help to entice back customers who’ve already left. 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

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. Delightful customer experience is directly proportional to customer retention.

B2B 204

B2B Banking Employee engagement Personalization 204

Customer Interactions

JULY 7, 2015

It’s a known fact that customer retention is actually more cost-effective than gaining new customers. A recent study by Harvard Business School showed how an increase in customer retention rates of just 5 percent can result in a profit increase of 25 to 95 percent. So how do you keep customers coming back?

Customer retention 28

Customer retention 28