Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold. 4 September 2014. <

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

PeopleMetrics

OCTOBER 27, 2014

How can this possibly relate to customer experience? If you’re looking to improve customer experience, maybe it’s best to think of customers you interact with online as fans. Your customers care enough about you to talk to you (and talk to each other about you) on the massive forum that is the internet.

Customer Experience 102

Customer Experience Customer Care Customer retention Technology 102

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Amazon is about long term relationships – with customers, employees and shareholders. The returns will come in time.

Customer retention 116

Customer retention Customer Experience 116

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. Well, not so fast.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. YoY increase in customer retention.

Customer Service 115

Customer Service Advertising Customer Care Customer retention 115

ijgolding

AUGUST 11, 2015

Rather than answer the question immediately sharing my personal opinion, I would like to share a story with you that brings Customer Experience failure in the industry to light. Beth has summed up her experience in an excellently and eloquently written letter to British Gas. This story is just one of many that exist.

Customer Experience 88

Customer Experience Customer retention Accountability Customer centricity 88

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

aircall

SEPTEMBER 12, 2016

Customer experience related to the Click-to-call feature. How does the click-to-call feature relates to the customer experience? Customer Satisfaction. A 2014 study , showed that 75% of the people preferred to contact a business by phone. Boost customer retention. Customer experience managers.

Customer Experience 48

Customer Experience Inbound sales voip Sales 48

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Enterprise 97

Enterprise Construction Customer centricity Customer Service 97

ProProfs Blog

JANUARY 30, 2020

Customer loyalty. And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further. In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers.

B2B 204

B2B Banking Personalization Employee engagement 204

ijgolding

DECEMBER 17, 2014

Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. I would like to share the story with you.

Airlines 83

Airlines Morale Customer retention Customer Experience 83

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ijgolding

SEPTEMBER 2, 2015

So it may come as no surprise that I should write a blog post with a rather confusing headline. 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’ . Some say that I am easily confused!

Airlines 87

Airlines Transportation Customer Experience Personalization 87

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! Standardizing Exceptional Experience.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

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. Bonobos measures what customers enjoy about their products with NPS.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

Calabrio

NOVEMBER 18, 2015

“Contact center agents are at the forefront of addressing client needs and have a direct and profound impact on customer experiences. Customer engagement and analytics software yield measurable benefits. percent increase in customer satisfaction rates year-over-year, compared to a 3.9

Contact Center 49

Contact Center Analytics Metrics Surveys 49

PeopleMetrics

NOVEMBER 17, 2015

Nearly 65 percent of organizations reported an increase in cybercrime on Cyber Monday in 2014. As recent high-profile data breaches like those of super brands Target and Neiman Marcus have shown, data security has become an important variable in the formula for customer retention. Interested in more posts like these?

Customer retention 79

Customer retention Sales Accountability Marketing 79

SmartKarrot

SEPTEMBER 10, 2020

When it comes to customer success, there are various roles in an organization. If you have been following SmartKarrot’s blogs then you would find that we have written many blogs on different roles. But this blog is specifically about Chief Customer Officer (CCO). Yet it picked up quite fast in the last few years.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

Balto

AUGUST 3, 2022

Companies that have personal interactions with a large segment of their customers see a 1-2% increase in total sales due to increases in loyalty. Customer acquisition is five to twenty-five times more expensive than customer retention. 2014, October 29). The Value of Keeping the Right Customers. Chawlani, Y.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

ProProfs Blog

JUNE 14, 2019

Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web. For this reason, customer experience has become the key to business success. Forrester. Forrester.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

aircall

MARCH 19, 2021

For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. Increase customer retention. Best Practices of Customer Data Management. By 2025, global data is projected to grow to 175 zettabytes. What happens to all this data?

Sales 62

Sales CRM Marketing Best practices 62

Mindtouch

MAY 14, 2018

Consider this an introductory guide to customer success, broken down into five sections. Blaisdell is a leading voice in the SaaS/Cloud sector on customer retention strategies. In 2014, we interviewed Blaisdell about the origins and arguments for a customer success program. Customer Effort Score (CES).

Customer retention 66

Customer retention Customer effort SaaS Metrics 66

ijgolding

JULY 19, 2016

Although I do not intentionally seek out experiences that fail to meet my expectations, on the occasion where I have an experience that really ‘irks’ me in some way, I feel that it is necessary to let the person ultimately accountable for Customer Experience understand my pain (metaphorically speaking of course!).

Customer centricity 75

Customer centricity Airlines Enterprise Personalization 75

Mindtouch

APRIL 30, 2018

Customer Success is an ongoing effort, one that requires constant attention and, sometimes, retooling and refinement of our approach. Editor’s Note : This post was originally published in 2014. Some things have changed since then, including job titles and the Customer Success landscape in general.

SaaS 48

SaaS Upselling B2B Self service 48

SmartKarrot

JULY 27, 2020

Let’s have a look at some of the books, blogs, certifications, groups, and whitepapers, etc. The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

ijgolding

JUNE 25, 2018

The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! Unlike most, I experience it on a regular basis. Sadly, during that same period I have also ceased to be a customer of every single one!!

Enterprise 77

Enterprise Customer centricity Accountability Customer Experience 77

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Lower Retention Rates. Get Faster, More Convenient Support to Customers. Better Customer Retention. Beat the Competition in Quality.

Customer Service 52

Customer Service Customer Care Morale Marketing 52

Vonage

SEPTEMBER 20, 2016

If you want to avoid the heartbreak of low customer retention, implement a system that logs customer issues across all channels and shares the details with all relevant agents. Track the progress of customer cases and allow your company to collaborate on solutions. appeared first on Blog | NewVoiceMedia.

Self service 122

Self service Accountability Sales Customer retention 122