LiveChat

JANUARY 3, 2019

Yet another year has passed, you’re a year older person, but it’s a good thing! It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog.

Chatbots 59

Chatbots B2B SaaS B2C 59

Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. YoY increase in customer retention. Social organizations also reported a drastically lower number of customer complaints.

Customer Service 115

Customer Service Advertising Customer Care Customer retention 115

ProProfs Blog

JUNE 14, 2019

We’ve compiled a list of 100+ customer service statistics and trends to help you provide delightful support experience. Latest Customer Experience Trends. What Customers Think of CX. Customers Communication Statistics. Poor Customer Service Experiences. How Personal Touch Empowers Businesses. Forrester.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

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

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. As per research, 79% of customers put as much weight on online reviews as they would on personal recommendations. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

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

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

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

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! Moving Beyond SaaS.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

ijgolding

APRIL 25, 2016

In 2014, with very little money, but a HUGE heart, Leyton Orient missed out on promotion to the Championship on penalty kicks. A picture that perfectly summed up Leyton Orient’s ‘teamwork and togetherness’ in 2014. I have written about a football club in the past – my own football club – Leyton Orient.

Personalization 0

Personalization Management Customer retention 0

ijgolding

JULY 19, 2016

Over the last few years, I have contacted a number of CEOs of organisations I have personally interacted with. However, if a customer takes the time to actually locate your contact details and describe an experience in great detail, I consider that some form of personal response is not too much to ask.

Customer centricity 75

Customer centricity Airlines Enterprise Personalization 75

Mindtouch

APRIL 30, 2018

With a growing number of businesses shifting to a SaaS model, there is no better time than now to discuss the value that Customer Success has. Check out these twelve bite-sized quotes from top influencers and early adopters in Customer Success: Guy Letts, Co-founder at CustomerSure.

SaaS 48

SaaS Upselling B2B Self service 48

aircall

MARCH 19, 2021

By understanding your customer profile, you can find out the specific demographic groups that are interested in your product, so can tailor your marketing campaigns to them more effectively. Increase customer retention. There are four major types of customer data: 1. It also gives you insight into how to improve.

Sales 62

Sales CRM Marketing Best practices 62

Netomi

JANUARY 5, 2022

Adam understands the impact that customer experience can have on the bottom line. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Temkin Group was acquired by Qualtrics in October 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ijgolding

AUGUST 11, 2015

Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver experiences that get even slightly close to meeting our expectations? Regards, A very dissatisfied previous customer.

Customer Experience 88

Customer Experience Customer retention Accountability Customer centricity 88

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. At the beginning of 2014, the company experimented with adding an extra step to the shipping process.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

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

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Coaching 0

Coaching Engineering Upselling Marketing 0

aircall

SEPTEMBER 12, 2016

Click-to-call, or click-to-talk, is a means of communication whereby a person clicks a button so as to connect to another different person in real time. 57% – Getting in touch with a real person. A 2014 study , showed that 75% of the people preferred to contact a business by phone. Boost customer retention.

Customer Experience 48

Customer Experience Inbound sales voip Sales 48

ijgolding

JUNE 25, 2018

In 2014, I wrote: Throughout all of my interactions, Enterprise actually made me, the customer, feel as though I was actually a little bit important. It is not difficult to deliver good customer service – yet so many are unable to replicate the experience I had with Enterprise last week.

Enterprise 77

Enterprise Customer centricity Accountability Customer Experience 77

Balto

AUGUST 3, 2022

The older a person was, the longer they were in their job, and the higher on the corporate ladder they were, the more likely they were to view their contact center as an avenue for value creation. The older a person is, the more likely they have been at their job longer, and the more likely they are to have a higher position.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

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. The result is a social media page where personal inquiries, desperate complaints, and more comes in – but nothing goes out. Better Customer Retention.

Customer Service 49

Customer Service Customer Care Morale Marketing 49