Beyond Philosophy

DECEMBER 23, 2015

The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Totango

FEBRUARY 9, 2022

An automated renewal approach involves taking steps before renewal, such as checking customer satisfaction metrics to identify customers at risk of churn and proactively reaching out to these customers to develop a remediation plan. Automated procedures also may be set up to reach out to customers who fail to renew.

Customer retention 100

Customer retention SaaS Best practices Upselling 100

Beyond Philosophy

JULY 5, 2015

Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought. Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation).

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

ShepHyken

SEPTEMBER 26, 2022

These customer experience analytics tools are useful — you shouldn’t throw them out the window just yet. However, backward-looking metrics have their downsides. My Comment : I’m often asked which metrics measure customer experience best. Sending customer retention emails is one way to help accomplish this.

Customer Service 176

Customer Service Customer retention Analytics Surveys 176

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. It could be increased market share, improved NPS, or higher customer retention.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

B2C 150

B2C B2B Customer advocacy Consulting 150

CSM Magazine

NOVEMBER 5, 2024

The platform integrates various customer service touchpoints, helping companies build lasting relationships with their customers. In today’s competitive environment, businesses that prioritize effective customer service see stronger customer retention and loyalty.

Customer Service 52

Customer Service Management Metrics Consulting 52

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 94

SaaS Metrics Customer retention Construction 94

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy.

Metrics 98

Metrics Consulting Consulting Best practices 98

aircall

JANUARY 30, 2017

Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? Customer retention and growth. Customer retention and churn.

Customer retention 76

Customer retention Education Self service Feedback 76

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Outsource Consultants

MARCH 18, 2025

At Outsource Consultants, we’ve seen firsthand how crucial it is to understand the key factors that drive this decision. The outsourced team was handling 70% of all incoming tickets, freeing the in-house staff to focus on complex issues and proactive customer success outreach.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. CX shouldn’t ever be measured by one metric alone.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Outsource Consultants

MARCH 20, 2025

Customer loyalty isn’t just a metricit’s a long-term growth strategy. And right now, Mexico is redefining how businesses retain customers at scale. At Outsource Consultants, we work with hundreds of U.S. Mexican centers tackle this head-on with stringent quality assurance and performance metrics.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

OCTOBER 25, 2019

His latest book, The Airbnb Way , shares their insight for successful disruption and delivering an excellent Customer Experience to your customer community. Dr. Michelli says he writes about brands that take care of their people and customers in a way that differentiates them in the marketplace. Sources: AP.

Consulting 261

Consulting Consulting Technology Personalization 261

Education Services Group

APRIL 13, 2020

Up to two additional hours of Digital Customer Success consulting. Incorporating digital into your Customer Success strategy is a tremendously impactful and cost-effective way to improve the connection with customers. We know the challenges that Customer Success leaders face, and we’re here to be part of the solution.

Consulting 89

Consulting Consulting Chief Customer Officer Construction 89

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Irit: Hi everyone.

Metrics 98

Metrics SaaS Surveys Self service 98

TeleDirect

JANUARY 4, 2025

Omnichannel Support 24/7 call centers integrate multiple communication channels, including phone, email, chat, and social media, providing a seamless customer experience. Real-Time Monitoring Performance metrics such as average response time, resolution rates, and customer satisfaction are monitored continuously to ensure quality.

Healthcare 62

Healthcare Call Center call center solutions Sales 62

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. It will surely get your brain and bank account working overtime.

Customer retention 73

Customer retention B2C Entertainment Consulting 73

Beyond Philosophy

JUNE 1, 2015

In 2010, Southwest Airlines revamped its loyalty program to make rewards more proportional to ticket price; and this has better targeted the most profitable customers as well as enabled the airline to adopt a loyalty behavior metric that is closely tied to actual revenue generation. Michael Lowenstein, Ph.D.,

Airlines 210

Airlines Entertainment Consulting Consulting 210

Hodusoft

DECEMBER 11, 2024

Increase in Customer Retention Can CX enhance customer retention? As per a study by Zendesk, three out of every five business leaders agree that customer service improves customer retention. As per another study organizations that improve CX see a 42 percent increase in customer retention.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

Hodusoft

JULY 24, 2024

Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” In a time of growing competition and dwindling customer loyalty, businesses need to focus on customer retention more than ever before. How to Analyze Current Retention Rates?

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Metrics 52

Metrics SaaS Upselling Accountability 52

CCNG

OCTOBER 19, 2022

(Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. over the last two years, 2.4 IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

SharpenCX

APRIL 14, 2020

Metrics are more than just numbers on a page. Metrics don’t exist in a vacuum. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Metrics 52

Metrics SaaS Customer retention Upselling 52

Global Response

JANUARY 27, 2023

Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. Your contact center should track both operational metrics and experiential metrics.

Metrics 62

Metrics Abandon rate Customer Service outsourcing 62

Genroe

APRIL 13, 2015

It’s similar with customer feedback metrics. Should you use Net Promoter ® or Customer Effort Score or Customer Satisfaction or some other new fad metric ? They don’t work for one of the competing consulting firms that promote this question or that question. incredibleguy. Summary Of Findings.

Customer effort 91

Customer effort Customer retention Metrics Feedback 91

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . Steps to implementing Customer Retention Software.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

Outsource Consultants

AUGUST 3, 2020

Boost Customer Satisfaction for Travel Industry ROI. Keeping customers happy is the easiest way to motivate customer retention. Whether smooth sailing or clear skies, customers appreciate a satisfying trip from start to finish. . Curious whether your call center is ready to take off again and serve your customers?

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

ChurnZero

MARCH 14, 2025

2: Dont lose sight of value realization metrics and the importance of a consultative approach as leading indicators of revenue goals. Use customer health scores and usage data to identify when an upsell really may be the best thing for the customer, or when its time to step in and handle an at-risk account.

Upselling 52

Upselling Sales Customer retention Consulting 52

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. Focusing on one metric would often harm others. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. The technology is unique because it delivers KPI improvements without cannibalizing others.

Technology 117

Technology Customer Service Contact Center Self service 117

ChurnZero

OCTOBER 8, 2021

Understanding Customer Success vectors as an upgrade to KPI metrics. Customer Success vectors come as an upgrade to snap-shot, in-the-moment KPI metrics. Measuring Customer Success using KPIs doesn’t tell you where your customers are relative to their goals. That is, KPI metrics are lagging indicators.

SaaS 98

SaaS Metrics B2B Enterprise 98