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

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

ijgolding

JUNE 22, 2015

For me personally, the last few days have demonstrated how the influence of what we see online has affected the way businesses operate. 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.

Personalization 83

Personalization Feedback Customer Service Customer Experience 83

PeopleMetrics

AUGUST 14, 2014

Today’s story shows how even a person without celebrity status can go viral, if the customer is being treated unfairly. 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.

Customer centricity 93

Customer centricity Customer emotions Feedback Customer retention 93

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

Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. YoY increase in customer retention. Social organizations also reported a drastically lower number of customer complaints.

Customer Service 115

Customer Service Advertising Customer Care Customer retention 115

ProProfs Blog

JANUARY 30, 2020

Successful Customer Engagement. Benefits of Customer Engagement. Customer Engagement Challenges. Customer Engagement Expectations. Mobile Customer Engagement. Impact of Customer Engagement On Sales. Personalized Customer Engagement. Impact of Customer Engagement.

B2B 204

B2B Banking Employee engagement Personalization 204

ijgolding

NOVEMBER 8, 2016

The dictionary definition of this type of ‘FAN’ is as follows: a person who has a strong interest in or admiration for a particular person or thing. So let me ask the question from the header of this post – Do you need FANS or CUSTOMERS to have a sustainable business? Compare that to the definition of a Fan.

Entertainment 95

Entertainment Airlines Finance Personalization 95

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. Do they rave about your extended branch hours?

Banking 79

Banking Customer Experience Surveys Finance 79

PeopleMetrics

OCTOBER 19, 2015

The customer effort score (often abbreviated to CES) is a measure of how much effort a customer expends to accomplish his or her goals. It’s typically gauged by responses to one question: "How much effort did you personally have to put forth to handle your request?". Navy Page , CC BY-SA 2.0.

Customer effort 101

Customer effort Construction Metrics Customer Experience 101

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

Kayako

MAY 11, 2017

You bought a typical gift for a typical person. You thought about their interests and hobbies, their goals, dreams, and their individual personality. You bought a gift for that specific person. And it probably ended up collecting dust in their attic.

Analytics 99

Analytics Entertainment Customer retention Surveys 99

ijgolding

APRIL 25, 2016

In 2014, with very little money, but a HUGE heart, Leyton Orient missed out on promotion to the Championship on penalty kicks. A picture that perfectly summed up Leyton Orient’s ‘teamwork and togetherness’ in 2014. I have written about a football club in the past – my own football club – Leyton Orient.

Personalization 0

Personalization Management Customer retention 0

ijgolding

AUGUST 11, 2015

Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver experiences that get even slightly close to meeting our expectations? Regards, A very dissatisfied previous customer.

Customer Experience 88

Customer Experience Customer retention Accountability Customer centricity 88

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

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!

Airlines 87

Airlines Transportation Customer Experience Personalization 87

Fonolo

APRIL 24, 2019

We went onsite to investigate their customer service practices and to see how they respond to such high-volume demands every day of the week. Every Customer Service Interaction Matters. Customer Experience Above All. Having an older computer dating back to 2014, it was definitely time for a change.

Contact Center 78

Contact Center Technology Customer Service Call Center 78

ijgolding

JULY 19, 2016

Over the last few years, I have contacted a number of CEOs of organisations I have personally interacted with. However, if a customer takes the time to actually locate your contact details and describe an experience in great detail, I consider that some form of personal response is not too much to ask.

Airlines 75

Airlines Customer centricity Enterprise Personalization 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.

Airlines 65

Airlines Customer Experience Management Marketing 65

Return Customer

JULY 25, 2018

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers.

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

LiveChat

JANUARY 3, 2019

Yet another year has passed, you’re a year older person, but it’s a good thing! In 2014, when Olga and I were hired as LiveChat content writers, LiveChat blog was gaining 100k unique views yearly. Customer success management in SaaS – LiveChat team strategy. Just think about the things you’ve learned and achieved this year.

Chatbots 59

Chatbots B2B SaaS B2C 59

ijgolding

MARCH 1, 2017

In 2014, I wrote an article that described the challenges that book retailers were facing – the statistics were quite astounding – the number of Bookstores physically present on UK high street in 2014 had fallen to less than 1000. The bookstore has been a mainstay of traditional ‘bricks and mortar’ retailing.

Customer Experience 62

Customer Experience Marketing Management Technology 62

Lumoa

JUNE 14, 2023

As per research, 79% of customers put as much weight on online reviews as they would on personal recommendations. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. But the damage doesn’t stop there.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

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. . Even though the product can be self-served, personalized product guides or product walkthroughs are a must.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

Kayako

MARCH 14, 2022

It turns out that telecom customer service is a critical variable. Almost 40% of those who left a telecom company did so because of poor customer service. In today’s world, customers expect more personalization and almost instant solutions. 70% of consumers choose companies that deliver excellent customer service.

Customer Service 62

Customer Service Metrics Surveys Wait times 62

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

Mindtouch

APRIL 30, 2018

With a growing number of businesses shifting to a SaaS model, there is no better time than now to discuss the value that Customer Success has. Check out these twelve bite-sized quotes from top influencers and early adopters in Customer Success: Guy Letts, Co-founder at CustomerSure. Lincoln Murphy, Sixteen Ventures.

SaaS 48

SaaS Upselling B2B Self service 48

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! I quite like online chats.

Customer Experience 65

Customer Experience Airlines Wait times Call Center 65

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. There are four major types of customer data: 1. It also gives you insight into how to improve.

Sales 62

Sales CRM Marketing Best practices 62

ijgolding

JUNE 25, 2018

In 2014, I wrote: Throughout all of my interactions, Enterprise actually made me, the customer, feel as though I was actually a little bit important. It is not difficult to deliver good customer service – yet so many are unable to replicate the experience I had with Enterprise last week.

Enterprise 77

Enterprise Customer centricity Accountability Customer Experience 77

aircall

SEPTEMBER 12, 2016

Click-to-call, or click-to-talk, is a means of communication whereby a person clicks a button so as to connect to another different person in real time. 57% – Getting in touch with a real person. A 2014 study , showed that 75% of the people preferred to contact a business by phone. Boost customer retention.

Customer Experience 48

Customer Experience Inbound sales voip Sales 48

Comm100

FEBRUARY 5, 2018

According to a survey of more than 75000 participants, going above and beyond had a lower impact on customer loyalty than actually solving problems. Since the birth of the contact center, the balance between efficiency and quality has been a hot topic for managers looking to cut costs while also ensuring customer retention and loyalty.

Complaint resolution 44

Complaint resolution Benchmark Self service Contact Center 44

delighted

OCTOBER 22, 2019

While there are many reasons and methods to measure customer experience (CX), keeping tabs on the perception of your customers via the Net Promoter methodology can be incredibly valuable for benchmarking the health of your business. At the beginning of 2014, the company experimented with adding an extra step to the shipping process.

Benchmark 41

Benchmark Surveys Feedback Customer retention 41

Comm100

OCTOBER 11, 2017

Many companies that give control of their social media page to their marketing department do so without empowering their employees to engage with customers, or offering an engagement strategy whatsoever. The result is a social media page where personal inquiries, desperate complaints, and more comes in – but nothing goes out.

Customer Service 61

Customer Service Customer Care Morale Marketing 61

delighted

JANUARY 7, 2020

The same report also revealed that 84% of customers say being treated like a person, not a number, is very important to winning their business and that 51% of businesses ‘fall short’ of consumer expectations. Customer experience trend #3: Prioritizing your own employees. Employees are the backbone of any business.”.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Balto

AUGUST 3, 2022

The older a person was, the longer they were in their job, and the higher on the corporate ladder they were, the more likely they were to view their contact center as an avenue for value creation. The older a person is, the more likely they have been at their job longer, and the more likely they are to have a higher position.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52