ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. Follow on Twitter: @Hyken.

Customer Service 158

Customer Service Benchmark Customer Care Finance 158

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8

Contact Center 48

Contact Center Customer retention Analytics Self service 48

ShepHyken

OCTOBER 13, 2017

Consider your brand values and brainstorm every possible customer action that you could reward, and show customers you care. Did you catch Intelligence Report 2017? Rewards programs should be visible on each channel that a brand is already on, and continually seek to incorporate new channels, where their customers already are.

Customer centricity 184

Customer centricity Customer retention Technology Personalization 184

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.

Sales 96

Sales Customer Service Customer retention Customer Experience 96

UJET

FEBRUARY 15, 2018

In 2017, we saw some of today's biggest companies face major customer support challenges, most of which could have been avoided had they implemented the right technologies and processes.

Customer retention 77

Customer retention Customer Support Technology Customer Service 77

ShepHyken

AUGUST 14, 2020

In 2017, insurance firm John Hancock offered Apple Watch to its life insurance policyholders at a discounted rate. He holds spectacular skills in digital marketing, branding, lead generation, customer retention, and a few more. Becoming a partner in every consumer’s life.

Customer Experience 319

Customer Experience Entertainment Sales Healthcare 319

OrecX

DECEMBER 12, 2018

Here are some important customer service statistics to get you motivated to try something new in 2019: 54% of customers have higher expectations for customer service today compared to one year ago (2017 State of Global Customer Service Report). 73% of customers want to solve product or service issues on their own.

Average Handle Time 72

Average Handle Time Call Center Self service Customer retention 72

ShepHyken

NOVEMBER 29, 2021

Best New Customer Experience and Design Books – 2021 List by Ricardo Saltz Gulko. Eglobalis) Here are the best twelve books for generating business growth of 2021 that I read and can highly recommend to you, as we have been doing since 2017 with our yearly lists. My Comment: I’m proud, honored, and flattered to have made another list.

Customer Service 209

Customer Service Chatbots B2C B2B 209

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 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.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

Provide Support

MAY 2, 2017

Furthermore, it reportedly costs six to seven times more to attract a new customer than to keep an existing one. The way to amass these all-important happy customers, then, is to focus on customer retention by improving your customer service. © 2003 - 2017 Provide Support LLC. Read more.

Customer Service 56

Customer Service Customer retention 56

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 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.

Analytics 48

Analytics Customer retention Banking Customer centricity 48

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.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Between 2017 and 2022, the venture capital & principal trading market in the US grew at an annualized rate of more than 11%. The pandemic.

Education 98

Education Customer centricity SaaS Customer retention 98

ProProfs Blog

DECEMBER 12, 2019

what customers want, . The best way to do this is by reading customer retention statistics, and that’s what we have carefully curated in this blog. Here are 50+ customer retention stats that’ll give you insight into a customer’s mind. Why Customers Leave? what they don’t want, . PwC ) Tweet This.

Customer retention 132

Customer retention Surveys B2B Marketing 132

The Northridge Group

OCTOBER 17, 2017

Poor customer service doesn’t just impact the consumer; it also can hinder your brand.

Customer Service 58

Customer Service Customer retention Customer Experience 58

Solvvy

SEPTEMBER 20, 2022

You can also use your customer satisfaction (CSAT) score , Net Promoter Score®, and customer retention as indicators of how well your customer support processes meet your client’s expectations. In addition, talk to your customer support team agents on the front lines to learn about their pain points.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Fonolo

JANUARY 20, 2022

In other words, customer loyalty has a direct impact on your business revenue. To maintain their loyalty, your contact center must provide customers with quick resolutions and exceptional experiences. FACT: A 5% percent increase in customer retention can translate to a 10% increase in profits, according to Bain&Co.

Contact Center 81

Contact Center industry standards Interactive Voice Response Call Center 81

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.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

Self service 402

Self service Best practices Customer Experience Call Center 402

ProProfs Blog

JANUARY 7, 2022

Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. Another way to calculate CSAT is the percentage of happy respondents i.e., customers with scores 4 and 5 on a scale of 1-5. Customer Retention Rate. How to Calculate CSAT Score.

Marketing 78

Marketing Surveys Customer retention Metrics 78

Grupo Noa

DECEMBER 15, 2020

Multitasking Abilities: Unlike other big customer care firms, shared contact center does likely to have multi-talented staffs who are always ready to serve customers in multifarious ways round the clock. So, contact center always aims at fulfilling the customer’s demand and requirement first.

call center solutions 52

call center solutions Call Center Contact Center Consulting 52

5CA

MAY 24, 2017

The repercussions of bad service have a greater effect on sales and revenue than most think - a company is more than 50 percent likely to lose a customer if they experience poor customer service ( source ), and attracting a new customer can cost up to five times as much as keeping an existing one ( Social Annex - Customer Retention in 2017 ).

Customer Service 40

Customer Service Customer retention Sales Customer Support 40

JustCall

AUGUST 8, 2023

This will result in increased efficiency and improved customer experiences. According to a study , only 1.33% of insurance companies had invested in AI, in 2017. These benefits improve efficiency and enhance customer satisfaction. Improved Operations Customer retention relies heavily on customer service.

Chatbots 52

Chatbots Analytics Technology Customer retention 52

Toister Performance Solutions

APRIL 19, 2018

Smart customer service leaders should either fix their broken surveys or stop doing them altogether. Customer Service Survey Drawbacks A 2017 study from Customer Thermometer asked 1,000 customers to give their opinions on surveys by, you guessed it, surveying them. For instance: Can you improve customer retention?

Surveys 48

Surveys Airlines Advertising Customer retention 48

TechSee

APRIL 16, 2019

Proactive assistance is the practice of identifying and resolving customer issues before they become problems. Taking the initiative in support processes could increase customer retention rates by 3-5% with consumers generally positive toward proactive service. And they appreciate that.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

The Petrova Experience

DECEMBER 20, 2022

The commitment to good (for customers and the community) requires risk. And one that has earned them returns, both in terms of revenue and customer retention. Citi Makes Customers’ Financial Lives Easier at Their Own Expense. Ultimately, this strategy drove stock prices up to $70 per share by 2017.

Customer Experience 98

Customer Experience Banking Customer centricity Wireless 98

Calltools

JUNE 9, 2021

Are you providing the level of service your customers deserve? According to a 2017 Microsoft report , 97% of global consumers say that customer service experiences affect their brand loyalty and buying decisions. Reduce your inbound call abandonment rate to increase customer retention. Time in Queue.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

SharpenCX

OCTOBER 31, 2019

American Express, 2017 Customer Barometer Survey ). Not only does poor customer service impact customer retention and loyalty, but it tanks the potential for more revenue, too. Keep the customer service spookies away and you’ll build lasting customer loyalty. Oh, and happy Halloween.

Customer Service 52

Customer Service Contact center software Contact Center Customer retention 52

TMP Direct

SEPTEMBER 23, 2021

Investing in CX pays off with strong customer relationships, personalized digital solutions and innovative products or services. Nearly 90% of companies have a CXO or equivalent executive, compared to 65% of companies with a CXO in 2017. 56% of B2C companies have a dedicated CX team, with most formed in the last one to two years.

Omni-channel support 52

Omni-channel support B2C Employee engagement Engineering 52

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. Qualtrics, 2022) 32 is the Net Promoter Score of the Net Promoter System.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

LiveChat

NOVEMBER 7, 2016

Businesses can no longer not offer customer service or they would face defeat on the market. Gartner reports that by the end of 2016 89% of businesses will compete mainly on customer service and that by 2017 50% of investments in consumer products will be shifted to improving customer experience.

Customer Service 68

Customer Service Customer retention Feedback Sales 68

JivoChat

AUGUST 10, 2021

For example, AI can help digital commerce businesses create more targeted ads, increase customer retention, provide seamless automation, lend toward a more efficient sales process, and more. These automated bots simulate human conversation and a preferred channel of communication for customers. Customer retention.

Customer retention 52

Customer retention B2C Chatbots Self service 52

Stratifyd

JULY 9, 2019

FinovateFall, Finovate’s flagship conference which debuted in 2017, is the world’s premier fintech convention. Stratifyd is a technology company providing end-to-end customer analytics to companies worldwide. To learn more visit www.stratifyd.com. About FinovateFall.

Analytics 40

Analytics Banking Enterprise Customer retention 40

DMG Consulting

FEBRUARY 7, 2018

In December 2017 and January 2018, participants were asked to identify and select their top servicing objectives from a list of 33 choices, and were also invited to write in additional goals. The two items that dropped out of the top 10 were improving customer retention and enhancing reporting analytics.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

Fonolo

MAY 10, 2018

It’s no wonder, then, that the company plays generous host to a resourceful blog emphasizing all things customer service. Customer retention, agent management, and the intertwining of quality assurance and customer experience are some of the major themes up for grabs, largely from captivating author Jade Longelin.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Fonolo

OCTOBER 4, 2018

As history shows us with the Ford legacy, forward-thinking businesses with inspiration as a core part of their mandates yield inspired workforce, higher employee productivity, and increased customer loyalty. These swift customer support solutions make a good impression and go a long way in making customers stick with your brand.

industry standards 101

industry standards Interactive Voice Response Service level Customer retention 101

Aspect

SEPTEMBER 29, 2017

If there is one overriding theme throughout 2017 for Aspect it has been customer engagement. Customer engagement flows through everything we do: from every customer conversation through to every enhancement we make to our products to achieve the ultimate goal of improved customer satisfaction.

Enterprise 66

Enterprise Self service Technology Customer retention 66