ClearAction

OCTOBER 16, 2019

Strong customer experience performance in the post-purchase phases yields better customer references, case studies, and referrals. Continuity of customer expectations management from Marketing to Sales to Operations simplifies customer retention and reduces the burden on Customer Service and Customer Success.

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

AskNicely

OCTOBER 24, 2018

Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads to customer retention and growth. They give this KPI to their marketing department or customer success team. Get the 2018 NPS Benchmark study. Read about it here. The post Doing Net Promoter Score Wrong?

Surveys 60

Surveys Healthcare Benchmark Feedback 60

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 53

Complaint resolution Benchmark Self service Contact Center 53

Infinity

JULY 19, 2018

According to Dimension Data’s latest Global Customer Experience Benchmarking Report, 81% of companies see customer experience as a differentiating competitive factor. Get it wrong and it could be disastrous for your brand in the long term, both in terms of wasted expenditure and customer retention.

Banking 45

Banking Benchmark Chatbots Customer retention 45

Transparent BPO

AUGUST 20, 2019

The same report showed that when faced with poor service, 39 percent of customers would never use the offending company again, and 37 percent would change suppliers. It also noted that 67 percent of consumers are “serial switchers” — consumers who are willing to switch products or services due to poor customer service.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

ijgolding

OCTOBER 25, 2018

According to Walker , by 2020, customer experience will stand out as the key brand differentiator, even over price. Further, in Forrester Research Inc.’s,

Customer Experience 67

Customer Experience Journey mapping Benchmark B2B 67

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! Take a look at benchmarks. You may think your scores are great in a vacuum, but when benchmarked, you may not look so good. Also, how do your customer retention numbers look?

Metrics 35

Metrics Benchmark Surveys Customer retention 35

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! Take a look at benchmarks. You may think your scores are great in a vacuum, but when benchmarked, you may not look so good. Also, how do your customer retention numbers look?

Metrics 32

Metrics Benchmark Surveys Customer retention 32

Comm100

FEBRUARY 5, 2018

When pooled together, this information makes up a database of all the transactional, navigational, and support-based contact that a customer has had with a business, effectively summarizing that customer’s relationship with the company. What are your favorite customer engagement software tools? Let us know in the comments below!

CRM 68

CRM Marketing Multichannel Self service 68

ProProfs Blog

DECEMBER 12, 2019

what customers want, . The best way to do this is by reading customer retention statistics, and that’s what we have carefully curated in this blog. Here are 50+ customer retention stats that’ll give you insight into a customer’s mind. Why Customers Leave? what they don’t want, . PwC ) Tweet This.

Customer retention 132

Customer retention Surveys B2B Marketing 132

Fonolo

APRIL 17, 2019

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. The long, confusing process of rebooking cancelled flights are not flying with Air Canada customers. The human touch: There’s an app for that.

Airlines 78

Airlines Transportation Contact Center Self service 78