ijgolding

FEBRUARY 5, 2018

Although I was studying accounting and finance at the time, I started out in sales and marketing. It did not take long for me to start becoming interested in the customer service elements of the business. After a while, my role developed more down the sales route, looking after relationships with retailers. What happened next?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

Fonolo

MAY 16, 2019

lululemon’s Guest Education Centre is a notable example of a brand showcasing its customer service offerings as a benefit of buying from them. The Guest Education Centre is a call center that focuses on “product education” rather than sales. Creating Buzz with Brilliant Customer Service.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Lumoa

JUNE 14, 2023

A Decline in Revenue It goes without saying that a drop in customer loyalty will result in a direct fall in revenue. A bad NPS score means you’ll have fewer loyal customers, which translates to fewer sales. Sales surged , and their stock prices skyrocketed. By starting from the inside.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. Instead of treating your idea portal as the only source of truth for customer needs, treat it as one of the inputs into your customer research process.

Engineering 52

Engineering Feedback Customer centricity Management 52

CSM Practice

JULY 6, 2020

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. The Shift to Remote Work.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. The Shift to Remote Work.

SaaS 71

SaaS Upselling Accountability Sales 71

Lumoa

JANUARY 2, 2022

Detractors Bring Your Sales & Profits Down PwC research shows that 1 in 3 customers leave a brand due to a bad experience. And frustrated customers will have no reason to do business with you. When you put the customer first like this, people talk. And nothing brings this point home more than what happened in 2008.

Feedback 83

Feedback Surveys Customer centricity Customer retention 83