TechSee
JUNE 16, 2022
Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.
Beyond Philosophy
NOVEMBER 10, 2014
According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. Your existing customers are far easier to upsell. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.
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Beyond Philosophy
JUNE 1, 2015
Many companies have only recently come to the realization that some customers are more valuable than others; and, to be successful, loyalty programs need to target the higher, and potentially higher, revenue customers.
SharpenCX
JUNE 30, 2021
According to PWC , the number of companies investing in their omnichannel customer experience jumped by more than 300% from 2010 and 2020. Companies knew it was taking the customer service world by storm, but as with any trend, it was hard to predict if it’d be fleeting or if it’d stick around.
ClearAction
FEBRUARY 7, 2016
Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.
Russel Lolacher
MARCH 2, 2021
By listening to the voice of the customer, whether directly or through front line staff, we’ve been able to create more useful customer-centric properties (ie winter driving website). Our strategy is about putting the customer first. We aim to do that through our government social media. We have a few.
Kayako
APRIL 25, 2017
Tracking customer effort can help support and product teams determine where customers are struggling. There’s an easy way to find out where these high-effort points are occurring, by tracking customer effort transactionally using the CES survey. Transactional metrics. Sending a Customer Effort Survey.
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