7 Signs of Decline for the CX Movement in 2015
Beyond Philosophy
MARCH 16, 2015
The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy.
Customer Retention Strategies: 16 Methods for Retaining Customers
JivoChat
JULY 20, 2021
People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when.
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Our Top Ten Customer Experience Blogs of 2015
PeopleMetrics
DECEMBER 18, 2015
In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year!
Organizational Growth Through CX Maturity
Horizon CX
APRIL 1, 2024
Employee engagement: Employees are empowered to deliver a positive customer experience. The Business Case for Customer Experience Maturity The benefits of achieving higher levels of customer experience maturity are clear. This underscores the tangible impact that prioritizing CX can have on the bottom line.
5 Reasons Your KPIs Are Hurting Your Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
Why Most Customer Experience Programs Fail. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.
5 Tests to Reveal How Customer Centric Your Channel Strategy Is
Beyond Philosophy
NOVEMBER 18, 2014
To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Putting the Power of Your People to Work.
The Problem with Self Service
Beyond Philosophy
MAY 14, 2015
Customers’ Desire for Speed Convenience Fuels Greater Demand for Self-Service” www.parature.com. 19 March 2015. 30 March 2015. Follow Colin Shaw on Twitter @ColinShaw_CX. Source: Morris, Tricia. The post The Problem with Self Service appeared first on.
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Are You Deliberate with Your Customer Strategy or Just Taking a Chance?
Beyond Philosophy
NOVEMBER 6, 2014
Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.
eBay & PayPal’s Split is Good for Customers
Beyond Philosophy
OCTOBER 8, 2014
By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. It’s ironic therefore that last week Ebay and PayPal announced that they were going to split. According to Forbes.com , PayPal was the vehicle for $180 Billion worth of currencies from 193 countries across the world last year.
How to Make or Break Your Customer Experience
Beyond Philosophy
OCTOBER 28, 2014
Why Most Customer Experience Programs Fail. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.
Why Your Sales Team Needs to Be Trained in Customer Service
The Center for Client Retention
OCTOBER 4, 2017
Now, salespeople not only have to be experts at selling, but experts at customer service as well. Here are several reasons why it’s important to have sales associates who are capable of helping customers when necessary. Customer retention becomes more controllable.
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Keys to Contact Center Consistency and Compliance
Call Center Weekly
NOVEMBER 9, 2017
a Canadian training company that helps contact centers improve their sales and customer retention results. He was also chosen as one of the “Top 50 Customer Service Thought Leaders on Twitter” for 2014, 2015 and 2016. Mike Aoki is the President of Reflective Keynotes Inc., Web site | Twitter | LinkedIn.
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149 Good CX Improves Revenue—And You Can Prove It
Clarabridge
OCTOBER 27, 2015
Forrester Research has released a new report titled, “The Revenue Impact of Customer Experience, 2015.” The Forrester models look at the revenue potential associated with customer retention, enrichment, and advocacy. Harvard Business Review, 2014. ** Forrester Research, 2015.
Stratifyd Secures $25 Million Series B Funding to Accelerate Growth
Stratifyd
OCTOBER 16, 2018
Stratifyd was built around the customer feedback loop to enable enterprise companies to transform human textual data – found in call center platforms, surveys, product reviews, CRM systems, and interactive chat sessions – into immediate actionable insights. About Georgian Partners. To learn more, visit www.stratifyd.com.
Putting the Power of Your People to Work
Beyond Philosophy
OCTOBER 21, 2014
Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Register here.
3 Things Great Companies Do for Customers
Beyond Philosophy
SEPTEMBER 22, 2015
These days it’s important to make sure the Customers feel the love. Are your Customers feeling the love from you? If you enjoyed this post, you might be interested in the following blogs: Philosophies To Improve Your Customer Experience in 2015. Why Most Customer Experience Programs Fail.
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eBay & PayPal’s Split is Good for Customers
Beyond Philosophy
OCTOBER 8, 2014
By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. The Moral Dilemma: Collecting Data on Customer Behavior.
eBay & PayPal’s Split is Good for Customers
Beyond Philosophy
OCTOBER 8, 2014
By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. The Moral Dilemma: Collecting Data on Customer Behavior.
Stratifyd Among 50 Fastest-Growing Companies in Charlotte
Stratifyd
OCTOBER 22, 2018
Its AI-powered platform ingests countless amounts of customer feedback (think: Amazon reviews) and determines sentiment, organizes the findings in a range of different visual representations, and empowers anyone to be a data scientist. Stratifyd got its start in 2015 and has grown to more than 50 employees.
Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022
TechSee
JUNE 16, 2022
His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In addition, he is the author of The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business. Follow on LinkedIn.
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Putting the Power of Your People to Work
Beyond Philosophy
OCTOBER 21, 2014
Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Register here.
Stratifyd Voted One of Charlotte’s Best Places to Work 2018
Stratifyd
OCTOBER 4, 2018
Data, such as star ratings, online comments, and customer sentiment are organized visually on an easy-to-use dashboard. This information can be used to help companies increase customer retention, improve products and services, better marketing efforts, and boost revenue.
Starbucks Could Have Avoided Losing $20 Million, And So Can You
Customer Guru
JUNE 19, 2018
Another shocking incident saw its daylight back in 2015 when another Starbucks employee had crossed the line of terrible customer service. Post this incident, the customer, Ruby Chen was apologized to and offered a gift card worth $100. The closure has been estimated to be a whopping $20 million in the lost sale!
60+ Customer Loyalty Statistics for 2020
ProProfs Blog
FEBRUARY 13, 2020
Takeaway: These customer loyalty and engagement benefit statistics help us to understand why loyalty programs are so popular among customers and how business owners end up receiving improved revenues. Customer Loyalty B2B Statistics. Customers who end up paying more are more likely to check out your competitors too.
Meet the Faces of Customer Experience 2014
Customers That Stick
JANUARY 15, 2015
We look forward to meeting more interesting professionals like them in 2015! Meet Jodi Beuder! – She is dedicated to assisting companies to grow their brand presence and sales, and most importantly, their customer retention and satisfaction. So let us reintroduce you to our Faces from 2014.
3 Ways Employee Experience Impacts Customer Experience
Stratifyd
NOVEMBER 12, 2019
With customer analytics tools, managers are now able to use more meaningful metrics such as customer retention and satisfaction. Employees are also empowered to actually solve customer issues and, therefore, feel like they make a difference. Hence, they care about outcomes.
Top 3 Reasons Why You Need Customer Interaction Analytics
Aria Solutions
NOVEMBER 24, 2017
Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application. Customer retention No one would argue that customer retention is critical for survival.
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Customer Orientation: Putting The Customer First
Global Response
FEBRUARY 7, 2023
Consider some of the benefits a customer-oriented philosophy can provide: Improved customer retention and loyalty. It’s easier—and cheaper—to retain existing customers than to gain new ones, yet many companies focus more on acquisition than retention. Take shipping as an example.
Resolutions Don’t Work in Customer Service… Habits Drive the Customer Experience
Kristina Evey
JANUARY 13, 2015
First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. . If you want to be successful in business and in your quest to make more profits and increase your customer retention, you must take action to make that happen. Wishing it won’t make it happen.
Top 3 Reasons Why You Need Customer Interaction Analytics
Aria Solutions
NOVEMBER 24, 2017
Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application. Customer retention No one would argue that customer retention is critical for survival.
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Falling out of love with John Lewis – even the best find it tough to deliver consistently good customer experiences
ijgolding
JANUARY 14, 2015
However, in January 2015, John Lewis’s challenge seems to be getting ever tougher. On the 5th January 2015, I ordered a ‘Luxury Memory Foam Mattress Bed Topper’ from John Lewis.com. The challenge for all businesses to maintain our undivided loyalty is becoming extremely difficult as we become ever more demanding.
Top Ten Contact Center and Servicing Goals for 2017
DMG Consulting
MARCH 15, 2017
Deliver a personalized customer experience (39.2 Reduce customer effort (35.2 Enhance customer engagement (33.6 Improve customer retention, (33.6 Reducing customer effort, a goal that burst onto the enterprise landscape for the first time in 2015, has been slightly de-prioritized for 2017.
Everything You Need to Know About Survey Response Rates
GetFeedback
DECEMBER 27, 2018
Learn about the top two customer surveys for predicting and increasing customer retention. To increase engagement, surveys need to live where your customers live: on their phones. Mobile-only internet users surpassed desktop-only in 2015 —a major landmark in the mobile space. Survey design.
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Service Recovery Paradox – How to Turn Failure Into Value
TechSee
MAY 21, 2018
Tuesday, November 23, 2015 started out like any other day at work for James Crenson. Customer service agents are key employees. When high volumes of customers are calling for support, the first line must be fully empowered to drive customer retention. At 8:50 a.m. This is most apparent in times of crisis.
Business Value and ROI of Customer Experience: The Step-by-step Guide
Lumoa
NOVEMBER 29, 2021
Forrester’s report “Customer Experience Drives Revenue Growth” showed that customer experience leaders achieved compound average revenue growth of 17% over five years. Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market.
Book Review – On Purpose – Delivering a branded customer experience people love
ijgolding
SEPTEMBER 21, 2015
It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. It will be officially released on the 3rd October 2015.
Raving Fans vs. Fairweather Fans
CX Journey
APRIL 9, 2015
The top five and bottom five teams are as follows, with last year''s ranking in parentheses: Top 5 Teams - 2015 Rankings 1. Washington Nationals (#8) Bottom 5 Teams - 2015 Rankings 30. acquisition customer experience customer loyalty customer retention raving fans' Louis Cardinals (#1) 2. Oprah Winfrey.
What Cable Providers Can Teach Your Business About Customer Service
Calabrio
JULY 5, 2016
While it’s true that cable providers have had their problems in the past, the latest Telecommunications Report from the American Customer Satisfaction Index (ACSI) tells us that customer opinion for some of these companies is actually on the rise. rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100.
How to Carve your Customer Success Career Path?
CustomerSuccessBox
MAY 23, 2022
Read further to know how can you progress through the customer success career path. According to LinkedIn’s ‘ 2020 Emerging Jobs Report ’, the Customer Success Specialist role has been ranked: 6th in the US with a 7x increase since 2015. 3rd in Germany with a 15x increase since 2015.
Loyalty Schemes: do they really work?
ijgolding
DECEMBER 22, 2014
The organisations that make the loyalty scheme experience as simple as possible in 2015 are the ones who are likely to win me over as a fan. I urge you to do the same. May I take this opportunity to wish all readers of ijgolding.com a very happy holiday!
14 Worthy Customer Experience Reads for 2014
CX Journey
DECEMBER 30, 2014
The 14 posts listed here seemed to resonate with readers this year; I''m sharing them again because I think they provide some great refreshers to carry you into 2015 and the next leg in your CX Journey. What the Hell is Customer Experience? I look forward to an exciting 2015! Cheers to you! Yvonne Woon.
Navigating Rough Waters: Actions for CS During Uncertain Times
Education Services Group
SEPTEMBER 19, 2022
According to TSIA , we’ve gone from just 10% of CS organizations responsible for expansion as part of their charter in 2015 to 61% in 2022, and they expect that number to continue rising. You can do it! Taking charge of expansion means owning direct revenue responsibilities like lead generation (all hail the CS Qualified Lead!)
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‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report
ijgolding
OCTOBER 21, 2014
Ryanair do not feature in the top 100 of Nunwood’s report into the Customer Experience Excellence of 250 companies operating in the UK – maybe Mr O’Leary will make entering the top 100 an objective for 2015! What is important is that the improvements we are seeing are maintained and even more importantly sustained.
ChurnZero’s 10 Customer Success Leaders to Watch in 2020
ChurnZero
JANUARY 10, 2020
10) Tom Krackeler, Chief Customer Officer, Zuora . Tom joined the Zuora executive team as Senior Vice President of Products in May of 2015 through the acquisition of Frontleaf, a subscriber analytics company where he was a founder and CEO. In this webinar, we will: Discuss how a successful onboarding impacts customer retention.
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