Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. Keeping Customers results in a high increase in value.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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

A win-back bot, used in combination with other chatbots such as a quote bot, and loyalty bot, can help to retain customers who are nearing the end of their contract and are at risk of switching to a competitor and can even help to entice back customers who’ve already left. About the Author.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

ProProfs Blog

FEBRUARY 13, 2020

Customer Loyalty B2B Statistics. Social Media & Customer Loyalty. Hard to Attain Customer Loyalty. Customer Loyalty Through Customer Satisfaction. Customer Loyalty Program Improving Sales. Mobile Customer Loyalty. Customer Loyalty Brands. Customer Service Loyalty.

Customer retention 164

Customer retention Sales B2B Marketing 164

ClearAction

OCTOBER 16, 2019

Do we believe “the purpose of Marketing is to maximize revenue leads for Sales” as 70% of CEOs now expect? 3 Or do we really believe that “the purpose of business is to create and keep a customer ” as management guru Peter Drucker taught? Sweetened deals to lure away competitors’ customers can alienate existing customers.

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

Balto

AUGUST 3, 2022

Is the contact center a drain on resources, a necessary expense to manage customer needs? Or is it a way to foster relationships with customers, garner revenue, and otherwise generate value for the company? We limited respondents to those whose organizations contained sales, customer service, or collections contact centers.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

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. I have long been an advocate of focusing on customer retention over acquisition. It cripples their customer-driven growth. Click here.

Customer retention 195

Customer retention Sales Consulting Consulting 195