ClearAction

OCTOBER 16, 2019

Strong customer experience performance in the post-purchase phases yields better customer references, case studies, and referrals. Continuity of customer expectations management from Marketing to Sales to Operations simplifies customer retention and reduces the burden on Customer Service and Customer Success.

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

TMP Direct

APRIL 29, 2015

[Pete Blackshaw, executive VP of Nielsen Online Digital Strategic Services] Customer service: A competitive advantage. “It It is clear that the cost of acquiring a new customer is far greater than the cost of retaining an existing one. Additionally, resources allocated to customer-retention programs have been shown to return 2.5

Customer Service 40

Customer Service Advertising Contact Center Customer retention 40

PeopleMetrics

APRIL 28, 2015

In 2006, the most common reason customers visited a branch was to deposit funds. In 2014, the most likely reason a customer is in the branch is to resolve an issue. This means the customers' needs and expectations from the bank's employees are more demanding and higher than ever.

Banking 79

Banking Customer Experience Surveys Finance 79

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. As a call center leader, I was astonished. I was flabbergasted.

Government 48

Government Average Handle Time Call Center Metrics 48

Beyond Philosophy

NOVEMBER 9, 2023

I have long been an advocate of focusing on customer retention over acquisition. However, my pessimistic side is still surprised that few organizations focus on customer retention. It cripples their customer-driven growth. For example, all the new incentives are for new customers.

Customer retention 195

Customer retention Sales Consulting Consulting 195

ijgolding

FEBRUARY 9, 2016

They reported in 2006 in the Proceedings of the National Academy of Sciences USA that elephants, like the other mammals in that exclusive circle, are the only animals known to recognize their reflections in a mirror.

Surveys 65

Surveys Airlines Customer centricity Customer Experience 65

ClearAction

FEBRUARY 14, 2015

" Indeed, the financials seal the deal: "the public FoEs (firms of endearment) returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S&P 500; that’s more than a 8-to-1 ratio! Customer Engagement is the Capstone of Customer Experience Management. to-1 ratio."

Customer Experience 88

Customer Experience Customer centricity Finance Entertainment 88

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. 2006, September 13). Retrieved August 9, 2022, from [link]. Rosenbaum, E.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Beyond Philosophy

JUNE 4, 2015

Just on the basis of comparison to the S & P 500, the public companies singled out by Firms of Endearment returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S & P 500, more than an 8 to 1 ratio. Bottom line: Being human is good for the balance sheet as well as stakeholders.

Airlines 360

Airlines Marketing Enterprise Advertising 360

ijgolding

APRIL 29, 2015

Both Martin Ling and Russell Slade helped Orient to become a business that its fans (customers) could become proud of. Martin Ling celebrates Orient’s promotion to League 1 in 2006. The inspirational leadership team of Barry Hearn and Russell Slade.

Management 128

Management Customer retention 128