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.

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

Lumoa

JULY 10, 2018

If you improve the availability of customer support agents, you certainly know how much it is going to cost. But will it improve the customer experience in a way that also has a positive impact on our business? There are lot of research and studies about the relationship between financial metrics and customer experience metrics.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

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.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

Stratifyd

NOVEMBER 12, 2019

At Contact Energy they realized that employees in the call center want to have meaningful conversations with customers. Many of the previous CSR metrics, such as length of call and number of calls handled, drove bad behavior and did not motivate agents. At Contact Energy, employee engagement has improved from 36% in 2015 to 79% today.

Customer Experience 40

Customer Experience Analytics Enterprise Feedback 40

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.

Analytics 48

Analytics Customer retention Banking Customer centricity 48

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.

Customer retention 164

Customer retention Sales B2B Marketing 164

ChurnZero

JANUARY 10, 2020

7) Brian LaReau, Vice President of Customer Success, Sureify . Brian’s primary focus will be developing metrics and initiatives that will influence several areas of the company to ensure Cu stomer S uccess. 10) Tom Krackeler, Chief Customer Officer, Zuora . F ind and follow Madan on LinkedIn. . .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. Simply put, it’s getting it right the first time and reducing customer effort.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

delighted

OCTOBER 5, 2021

Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time. That’s why it’s important to understand how to measure customer service interactions and the type of metrics that capture experiences and turn them into actionable data. Why are customer service metrics important?

Metrics 89

Metrics Customer Service Surveys Journey mapping 89

Amity

FEBRUARY 24, 2016

In this classic, Lydia Hornick explains how you can turn repeat customers into your bestfriends. Expanding revenue from existing customers leads us to the topic of upsells. Good news: according to Marketing Metrics, it is about 50% easier to sell to existing customers than to new prospects.

Upselling 48

Upselling SaaS Best practices Customer retention 48

CCNG

OCTOBER 19, 2022

(Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. over the last two years, 2.4 IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. eNPS is commonly used as a happiness metric within a wider employee engagement context. Survey your customers for employee feedback. Marketers are taking note.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

SmartKarrot

JUNE 12, 2020

At the 2015 conference, Jason Lemkin famously said that “Customer Success is where 90% of the revenue is.” Renewals, upsells, and cross-sells will help with customer success, which is why they will continue providing you with more revenue. CSMs have a customer success sales quota that uses different metrics.

Sales 10

Sales Upselling Metrics Accountability 10

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.”

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

Netomi

MARCH 27, 2022

Comparing CSAT to other popular consumer metrics. CSAT scores are the most popular and straightforward way to measure customer satisfaction. The metric measures sentiment towards your product, service or a specific interaction. For example, after a first purchase, prior to the renewal or following customer support interactions.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

MAY 19, 2020

20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Live chat allows you to give quick answers to questions about your products, solve problems faster, and assure your customers that you’re there when they need you.

Best practices 111

Best practices Analytics Sales Benchmark 111

Customer Guru

DECEMBER 13, 2017

Employees don’t understand what good customer experience means. In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119