Nicereply

NOVEMBER 3, 2022

Being customer-centric brings undeniable benefits to your bottom line and your ability to attract and retain customers. Forrester’s report revealed that customer-obsessed companies have 2.5 times better customer retention. No wonder customer service often becomes a deciding factor for the majority of consumers.

Customer centricity 64

Customer centricity Feedback Surveys Customer Support 64

Nicereply

JULY 31, 2023

And — according to research from Bain & Company and Harvard Business School — an increase in customer retention by 5% can improve profits by 25–95%. If customer satisfaction is your goal, constant feedback is the best way to improve it over time. Don’t do it, and you risk losing customers along the way.

Surveys 98

Surveys Feedback Customer Support Wireless 98

CCNG

OCTOBER 19, 2022

Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Kayako

APRIL 1, 2022

Wouldn’t it be nice to know what to focus on in 2022 to set yourself up for growth in 2023 and beyond? Good customer service is the number one quality customers seek from eCommerce companies. Find out what trends will impact eCommerce customer satisfaction in 2022. It turns out that there is an answer.

Sales 90

Sales Personalization Upselling Chatbots 90

Netomi

MARCH 27, 2022

When measuring CSAT, it’s important to understand the different circumstances of your individual customers to glean actionable insights. Customer retention is fundamental to a thriving business. This is because it’s cheaper to keep your current customers than attract new ones. Customer Think: [link] .

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Global Response

JANUARY 23, 2023

Increase our inbound sales leads by 30% in Q1 compared to Q1 of 2022.” Scale our 2-person call center team to a team of 1,000 employees managing every aspect of customer service.” how many pages or interactions does a customer have before purchasing?) to retain current customers than to acquire new ones.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

Nicereply

FEBRUARY 1, 2023

Omnichannel customers are proven to be more profitable Provides omnichannel support across all customer touchpoints, from voice to email, chat, and social media support and reduces customer effort, and maximizes Revenue. Nearly 80% of customers prefer omnichannel strategies due to the seamless communication experience.

Customer Experience 59

Customer Experience Advertising Chatbots B2B 59

Playvox

JUNE 22, 2023

Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. Higher CES scores mean less customer effort, better customer experience, and more customer loyalty. Why do metrics matter?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

JustCall

APRIL 20, 2022

Employing customer service best practices should be the biggest priority for businesses in 2022. Did you know 1 in 3 consumers would consider switching companies after one bad customer service experience? In addition to ‘time to resolution’, there are several other metrics that customer support teams should attend to as well.

Best practices 52

Best practices Customer Support voip Coaching 52