ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

CSM Magazine

MARCH 13, 2020

Deploying a range of chatbots, each suited to a specific task, can greatly enhance the customer experience and deliver substantial benefits to the business. Here are 5 ways specialist service bots can play a winning role in your organization’s customer retention strategy: 1. About the Author.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

CSM Magazine

NOVEMBER 6, 2016

Most business leaders acknowledge the potential for customer service to drive long-term revenue through improving customer retention and repeat business. Customer loyalty opinion leader, Fred Reicheld, proved the significance of this in customer retention terms some years ago and it still holds strong today.

Chief Customer Officer 55

Chief Customer Officer Customer retention Customer centricity Analytics 55

Beyond Philosophy

NOVEMBER 9, 2023

Statistic #1: Gallup Analytics says companies that apply the principles of behavioral economics can outperform their competition by 85% in sales growth and more than 25% in gross margins. Statistic #3: Forrester says 41% of customer-obsessed companies achieved at least a 10% revenue growth, compared to 10% of less matured companies.

Customer retention 195

Customer retention Sales Consulting Consulting 195

Hodusoft

JUNE 7, 2024

If you have watched the 2006 Hollywood movie (or its 2010 adaptation) ‘Outsourced’ then Todd Anderson (or Todd Dempsy, in the series) is the closest and the best example of a call center manager. They are also better able to project customer behavior, preferences, and trends.

Best practices 52

Best practices Call Center Omni-channel support Management 52