2017 Customer effort Customer retention Metrics 
CCNG
OCTOBER 19, 2022
AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. over the last two years, 2.4 IDC, 2022).
Nicereply
JUNE 18, 2020
Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.
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Tenfold - Contact Center Blog
JULY 9, 2018
Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. It begins with setting metrics.
Nicereply
MAY 11, 2020
Brand Keys recognized Apple as “the best representative of customer loyalty and enjoyment in laptop computers, tablets, smartphones, and online music” in their 2017 Customer Loyalty Engagement Index. In fact, 87% of Apple’s customers are brand loyal – meaning they will continue to purchase from Apple in the future.
DMG Consulting
DECEMBER 11, 2017
In an attempt to achieve full transparency and visibility, contact center leaders may receive dozens of metrics and key performance indicators (KPIs), some of which seem to contradict others. Different types of contact centers – customer service, sales, collections, etc. First contact resolution (FCR). Number of callbacks.
Toister Performance Solutions
MAY 25, 2017
Customer are constantly getting pummeled with survey requests. A 2016 study from Interaction Metrics found that more than 80 percent of America's top retailers offered a customer survey on purchase receipts. Most customer service leaders I know are concerned about their surveys. We get them via email. That's not enough.
Lumoa
FEBRUARY 9, 2023
Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.
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