TeamSupport

NOVEMBER 10, 2020

About ServiceXRG Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence. Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes.

Customer Support 59

Customer Support B2B Coaching Education 59

Contact Center Geek

AUGUST 7, 2014

We all need compelling reasons to keep our customers coming back. Customer retention is vital and getting customer feedback can give great insight into the future success of our business, but we need to allow customers to leave us. In late 2004 I visited the AOL call center in Ogden, Utah.

Government 48

Government Average Handle Time Call Center Metrics 48

Customer Relationship Metrics

JULY 26, 2017

This results in higher profits, lower costs, higher customer retention and referrals. Pierce, O’Driscoll, Coghlan, 2004). They were built when customer retention and referrals were not seen as top-of-mind issues and when cost containment drove decisions. And Empathy makes that happen.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

ijgolding

JULY 27, 2016

When you consider I left GE in 2004 – over twelve years ago, that is an impressive fact. I think the most powerful demonstration of this is the fact I continue to use and deploy many of the tools, techniques and principles I was taught whilst working there.

Customer centricity 71

Customer centricity B2B B2C Advertising 71

Amity

SEPTEMBER 7, 2016

Eventually, I began leading a team of Customer Success Managers in our corporate group, and now I lead the mid-market group as well -- the biggest chunk of HubSpot’s customers. How did you get started in Customer Success and what was your path into your current role?

Upselling 0

Upselling Metrics Accountability Customer retention 0

Totango

MAY 27, 2022

SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Product-led growth is a marketing, sales, and customer retention strategy that relies on the customer’s experience with the product to drive purchases.

SaaS 120

SaaS Customer retention Sales Marketing 120

Netomi

JANUARY 5, 2022

She has served clients as an independent consulting partner since 2004. Our favorite content from Marsha : Human Connections with Your Customers through the Marketing Experience Matrix. Customer Service Leaders: Martha Brooke. Martha is a Certified Customer Experience Professional ( CCXP ) and holds a Blackbelt in Six Sigma. .

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Kayako

FEBRUARY 18, 2016

He tells a story about the 2004 Olympic diving final. Watershed events and how you handle your customer service during these times is a major factor in customer retention. Watch the recording of the webinar for even more tips about how to stop your customers from leaving you.

Sales 55

Sales Feedback Coaching Customer retention 55

ijgolding

FEBRUARY 23, 2016

Joseph Michelli is perhaps one of the longest standing and most inspiring Customer Experience Professionals in the world An American psychologist, speaker, author, and radio personality, Joseph started his career as a psychologist in 1988 and began writing business books in 2004, including The Starbucks Experience.

Customer Experience 59

Customer Experience Personalization Management Accountability 59