Beyond Philosophy

JUNE 28, 2019

Bill Hedgecock, professor at the University of Minnesota in the Carlson School of Management, we explore the power of facial recognition with facial expression analysis software and what it can do to help you improve your Customer Experience. He also studies neuromarketing, which is how the brain works when we make decisions.

Customer emotions 304

Customer emotions Customer retention Consulting Consulting 304

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. 10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Sources: Aagaard, Michael. “10 Contentverve.com. 25 March 2013.

Consulting 304

Consulting Consulting Customer emotions Morale 304

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. But how do you keep customers from leaving?

Customer retention 128

Customer retention Education Brand ambassadors Marketing 128

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Journey Management and Lifecycle Strategic Consultation.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Beyond Philosophy

OCTOBER 20, 2015

We know that over 50% of a Customer experience is emotional so this is important. Witness their leaked training guide: Apple Case Study. The post 3 Ways to Improve Your Training to the Next Level appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 399

Consulting Consulting Customer Experience Customer retention 399

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We Here are my top five picks from last week. by Steve Williamson.

Construction 233

Construction Customer Service Feedback Customer retention 233

Beyond Philosophy

SEPTEMBER 6, 2016

Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts. The key is to attract high-value customers by identifying high-potential prospects and delivering what they want and need. showed that 80% of companies spend too much of their marketing budget on customer acquisition.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

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. They focus on creating emotional connections with customers, which proves vital for building loyalty.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67

ShepHyken

JANUARY 28, 2024

The study comes as some companies remove self-checkout machines and others adjust their self-checkout operations. Keep innovating and properly staff for the customer willing to use self-checkout and needs help. The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries.

Customer Service 180

Customer Service Consulting Consulting Customer Experience 180

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Customer Loyalty on the other hand has two definitions. What’s true for customer attitudes relative to behavior can also be applied to employees.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

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

Beyond Philosophy

JUNE 1, 2015

Through partnership, Sainsbury’s offers customers a broader and deeper value proposition; and Nectar also generates data from coalition partners which it uses to better target promotions to customers. Solve Customer and Industry Pain Points. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Outsource Consultants

MARCH 12, 2025

Mexico’s call centers are setting new benchmarks in customer retention. With a unique mix of cultural understanding, cost efficiency, and innovative service strategies, theyre proving to be a top choice for businesses seeking long-term customer loyalty. and even studying there.

Customer retention 67

Customer retention Call Center outsourcing Consulting 67

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

Beyond Philosophy

JUNE 20, 2015

A new, more real world research protocol focusing on bonding behavior offered this company a means to understand the relationship between customer attitudes and behaviors, and business outcomes. Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received.

B2C 257

B2C B2B Metrics Entertainment 257

Beyond Philosophy

MARCH 3, 2016

Beginning around 1995-2000, major consulting organizations began to recognize that these critical changes were likely to have profound impact on businesses. These new dynamics meant that traditional thinking about customer satisfaction, and even loyalty, also needed to change. Is business-to-business customer advocacy an oxymoron?

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

Beyond Philosophy

JUNE 11, 2015

In studies of loyalty program participation, high percentages of customers have said they would spend more with vendors that offer points for activities other than making purchases. This trend works well for building more strategic, bonded relationships with customers.

Gamification 265

Gamification Big data Personalization Feedback 265

ChurnZero

MARCH 14, 2025

These adages have been around for years now, so it really should come as no surprise that as customer success teams have shifted away from customer satisfaction and towards driving growth, more and more CS teams are rolling up to the CRO (chief revenue officer). 5: How do you capture the value that customer success brings to sales?

Upselling 52

Upselling Sales Customer retention Consulting 52

Beyond Philosophy

SEPTEMBER 15, 2022

The data came from our Emotional Signature product , which is research that measures the emotional engagement you have with your customers. There were also customer responses to almost a million questions in the US, UK, Canada, and Europe. Suppose you only focus on efficiency or profitability in your customer process.

Journey mapping 39

Journey mapping Consulting Consulting Finance 39

Hodusoft

DECEMBER 11, 2024

From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? They must do whatever it takes to ensure they deliver exceptional CX to their customers. It surely can.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

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. These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs. Setup fees, technology integration charges, and training costs can add up quickly.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

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%. Shocker, right?

Customer retention 73

Customer retention B2C Entertainment Consulting 73

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

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

Taylor Reach Group

MARCH 10, 2020

They knew I was a high value customer based on my previous purchases and treated me accordingly. Numerous studies have shown that how you solve a problem with a client impacts loyalty more than if that client didn’t have a problem to begin with. This is a much better way to view customer complaints, right?

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

Outsource Consultants

MARCH 17, 2025

Hourly $0 Hourly The Hidden Costs of In-House Support The Quality Quagmire: Beyond the visible costs, every support operation holds untapped potential for enhanced efficiency and customer satisfaction. These improvements translate directly to faster issue resolution and happier customers. Contact us today for a free consultation.

outsourcing 76

outsourcing Real estate First call resolution Customer Support 76

ProProfs Blog

DECEMBER 27, 2018

Many feel lost once they start an in-depth study of the two. Say, a customer wants to know what pizza flavors are available, wants to book a room, or needs to know the available sizes of a sneaker – chatbots can easily take care of these. Customer Retention. We are here to put an end to the war. Verdict: Live chat wins.

Chatbots 140

Chatbots Customer retention Customer Support Scripts 140

CustomerSuccessBox

OCTOBER 19, 2021

Your goal as a business is to reduce churn, increase customer retention, product adoption, and aim for customer success. The underlying theme for all of these is customer education. Research by TSIA shows that customer education can immensely enhance your retention. Customer Education changes behavior.

Education 52

Education Consulting Consulting Management 52

Hodusoft

NOVEMBER 27, 2024

Here are some reasons why customer loyalty is extremely critical for businesses. Cost Efficiency Depending on what industry you’re in and which study you read, retaining an existing customer could be up to 25 times cheaper than acquiring a new one! High CLV CLV is the short for Customer Lifetime Value.

Best practices 52

Best practices Contact center software Contact Center Advertising 52

TechSee

JUNE 11, 2019

All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention. The results provide eye-opening insights into how Visual Assistance enhances customer service KPIs across numerous industries. Click here for the full report.

Technology 117

Technology Customer Service Contact Center Self service 117

ChurnZero

MARCH 3, 2022

Top five Customer Success resources brought to you by ChurnZero. How to crush SaaS customer onboarding: a roundup of expert advice. SaaS onboarding makes or breaks your customer retention. In this playbook, we catalog the fifteen common monsters that attack customer retention.

SaaS 98

SaaS Customer retention Surveys Consulting 98

Callminer

JULY 15, 2019

This webinar provides the perfect opportunity for business leaders, operations directors, call centre managers and anyone charged with the customer experience to understand the key issues uncovered and how they can be addressed. Generate and Accelerate ROI with Speech Analytics and Consulting Services featuring Ember Services.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. customers will leave after “just one bad experience.” This isn’t merely a theory.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Callminer

SEPTEMBER 14, 2020

Carol Tompkins is the Business Development Consultant at AccountsPortal. Optimize the operations within the call center in order to improve the customer service experience. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. Carol Tompkins. accountsportal.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Outsource Consultants

MARCH 21, 2025

Outbound call center services can make or break your customer outreach efforts. At Outsource Consultants, we understand the challenges companies face when selecting an outbound call center partner. Use Case: B2B sales teams, SaaS demos, consultative selling. They play a vital role in business growth and customer retention.

Call Center 67

Call Center Healthcare outsourcing Telemarketing 67

Global Response

OCTOBER 15, 2024

According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019. With an omnichannel center, each team member can see the previous communications by each customer, quickly get up to speed (without needing the customer to re-explain themselves!)

Contact Center 62

Contact Center Call Center Best practices Customer Care 62