Lumoa

JUNE 14, 2023

As per research, 79% of customers put as much weight on online reviews as they would on personal recommendations. Everyone from customers to investors and stakeholders will be wary of associating with a company that can’t seem to get its customer experience right. But the damage doesn’t stop there.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. The reason why I think the quote is so apt is because I personally agree very much with its sentiment.

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

Lumoa

JANUARY 2, 2022

The Oxford dictionary defines a detractor as “ a person who disparages someone or something. ” In the business world, these are your unhappy customers who, if not attended to, can cause a severe dent in your brand image. In contrast, the success rate of selling to existing customers is anywhere between 60% and 70%.

Feedback 83

Feedback Surveys Customer centricity Customer retention 83

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Coaching 0

Coaching Engineering Upselling Marketing 0

ijgolding

MARCH 7, 2016

Despite the growing waves of publicly available evidence that proves the positive effect a customer centric approach to business can have – and specifically the effect it has on financial performance – there will always be the doubters!

Morale 64

Morale Customer Experience Customer centricity Marketing 64