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

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

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

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 188

Customer retention Education Analytics Marketing 188

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options. (Source: Brian Manusama, Gartner.com ).

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. We get many inquiries for our services globally.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

Beyond Philosophy

MARCH 31, 2015

At a time when banks are closing branch locations at a record pace (over 1,400 in 2014, with Bank of America, alone, closing more than 140) that is likely to continue, the need for the services they offer remains pretty much the same. The post At A Fork In the Road: As a Customer Relationship Driver, Where Is Branch Banking Headed?

Banking 310

Banking Airlines Self service Finance 310

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

Beyond Philosophy

FEBRUARY 3, 2015

4 September 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Aagaard, Michael. “10 10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” Contentverve.com. 25 March 2013. < [link] > The post Subconscious Clues That Call People to Action appeared first on Beyond Philosophy.

Consulting 304

Consulting Consulting Customer emotions Morale 304

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

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

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

Customer Interactions

JULY 7, 2015

CMOs across all industries are expected to stay up-to-date on trends that tie into the customer experience. In this week’s installment, we placed focus on topics such as customer retention, collaboration between departments, and digital transformations. These articles offer a great deal of knowledge for everyone to pick up on.

Customer retention 28

Customer retention Customer Experience 28

Customer Interactions

JULY 7, 2015

But in today’s era of customer engagement, a company that is perceived as treating employees well and caring about social issues is much more likely to have loyal customers. And loyalty is vital: a 2% increase in customer retention has the same effect as decreasing costs by 10%.

Customer retention 28

Customer retention Marketing 28

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

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

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

CSM Practice

FEBRUARY 24, 2020

Average Customer Lifetime Value = Average Order Value * Average Number of Repeat Sales * Average Retention Time in Years. 6. Customer Retention Rate/Customer Churn Rate. Customer Retention Rate (CRR) is the percentage of customers a company has retained over a certain period.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

FEBRUARY 24, 2020

Average Customer Lifetime Value = Average Order Value * Average Number of Repeat Sales * Average Retention Time in Years. 6. Customer Retention Rate/Customer Churn Rate. Customer Retention Rate (CRR) is the percentage of customers a company has retained over a certain period.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Average Customer Lifetime Value = Average Order Value * Average Number of Repeat Sales * Average Retention Time in Years. 6. Customer Retention Rate/Customer Churn Rate. Customer Retention Rate (CRR) is the percentage of customers a company has retained over a certain period.

Metrics 52

Metrics SaaS Customer retention Upselling 52

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

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

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

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

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

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

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

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 40

Banking Advertising Accountability Best practices 40

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

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. finding customer acquisition channels that are highly scalable, repeatable, and profitable. . So to answer this simply, the customer success here will be 100% tech. You can keep your customers satisfied this way.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

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

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

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

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48