Tenfold - Contact Center Blog

JULY 9, 2018

Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. Customer Retention & Churn Rate.

Metrics 78

Metrics Call Center Abandon Call Schedule adherence 78

Lumoa

MARCH 20, 2018

"It’s every contact the customer has with your people, your product and the way it is delivered. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Social media is a powerful tool when it comes to customer experience.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Toister Performance Solutions

MAY 25, 2017

Customer service leaders typically respond by saying, "We want to collect feedback." Here's a better reason I recently heard from a customer service leader: Customer retention is a key driver of our company's success. We want to use our survey to help pinpoint the causes of customer churn. That's not enough.

Surveys 48

Surveys Customer retention Feedback Customer effort 48

Lumoa

MARCH 20, 2018

"It’s every contact the customer has with your people, your product and the way it is delivered. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Social media is a powerful tool when it comes to customer experience.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Talkdesk

APRIL 21, 2017

We’re less than a week away from celebrating the New Era of Customer Heroes at Opentalk 2017 in San Francisco! It’s not enough to merely listen to a customer’s problem and help resolve it, brands now need to use new tools to both diagnose and address issues in a matter of moments. Creating Customers for Life.

Contact Center 40

Contact Center Customer centricity Construction Big data 40

Connecting the Dots

APRIL 3, 2024

Regardless of the method used, wherever possible, and to minimize customer effort or resistance, less cumbersome information requests likely mean more cooperation. Thus, the minimum information needed to facilitate onboarding is an e-mail address and the product or service the customer has purchased. 7 Goodman, J.

Education 62

Education B2B Sales Surveys 62

Nicereply

MAY 11, 2020

Brand Keys recognized Apple as “the best representative of customer loyalty and enjoyment in laptop computers, tablets, smartphones, and online music” in their 2017 Customer Loyalty Engagement Index. In fact, 87% of Apple’s customers are brand loyal – meaning they will continue to purchase from Apple in the future.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

ijgolding

OCTOBER 17, 2017

This is the not the first article I have written about the subject of Customer Effort. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. Maybe I was unlucky – I came across the only two Premier Inn members of staff who make customers feel this way.

Customer effort 158

Customer effort Customer Experience Customer retention 158