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Top 5 Customer Service & CX Articles for the Week of August 7, 2023

ShepHyken

My Comment: I admit to geeking out over stats and finding in survey reports, and here you’ll find an extensive list of customer retention-related stats. BONUS State Of Tipping Culture In America – Survey Report by Malia McCabe (DealAid) In America, minimum federal hourly cash wage for tipped employees is $2.13 in 2022 and 5.4%

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How to fix customer experience by keeping your promises

Toister Performance Solutions

Business looked bleak for Domino's in early 2009. In April 2009, a video of two franchise employees defiling customer orders went viral. In a 2009 consumer survey conducted by research firm Brand Keys, the company tied Chuck E. In late 2009, the company offered a mea culpa in a new advertising campaign.

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Customer Experience: Keep it Simple Stupid

Beyond Philosophy

Of those surveyed, 38% of them said they would pay more for a simpler experience. Looking at data since 2009, the portfolio including the simplest brands outperformed the major indexes by 170%. Customers value simplicity enough to pay more for it. Customers are more likely to recommend you to someone else when you keep it simple.

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Q&A: Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity

ChurnZero

A: [Allen]: At the onset of COVID, we surveyed 50 PE firms and 25 strategic buyers and asked that exact question. They didn’t really exist in mass during 2008 and 2009, so we’ve never really seen it. Q: Do you expect a shift in the value and focus of growth versus retention? Net retention is more important right now.

SaaS 72
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Making emotional connections with customers is key to excellent NPS and VOC results

Robert Davis

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 Many of [RCDA’s] clients survey their customers after an interaction with an employee. On a scale of 1 to 10, the NPS survey asks how likely a customer would be to recommend the company to others. Abbie Griffin and John R.

Surveys 96
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Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

seconds in 2009! Here are some common questions in a Customer Effort Score survey: How much effort did it take to find out our company’s contact information? As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass. seconds in 2008 with a mind boggling 19.19

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The Rise Of Messaging In Customer Service

Nicereply

Messaging in customer service is on the rise, and surveys for support teams continue to gather data that indicates this trend is picking up steam. WhatsApp started in 2009, but it took off after Facebook acquired it in 2009. There is a trend in customer service to make business messaging quicker, easier, and more convenient.