Pointillist
JUNE 15, 2018
Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?
CSR Inc.
JUNE 4, 2017
Let’s face it – a customer knows your brand and is already familiar with your products and services, so – while not effortless – keeping them as a customer has to be easier right? According to studies done by Bain & Company, increasing customer retention by 5% can lead to an increase in profits of 25% to 95%.
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Real Blue Sky
MAY 31, 2023
This, in turn, helps us identify areas where we can improve the customer experience and tailor it to each individual at each step along the journey. With a detailed customer journey map, we can optimize customer interactions, boost customer retention, and increase revenue.
Interactions
MARCH 2, 2023
Gen Zers, for example, will abandon a brand at the first instance of poor customer experiences. For example, there is a great deal of conversation over Frontier Airlines’ decision to close its call centers , pushing customers to digital self-service channels.
Fonolo
APRIL 17, 2019
It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings.
SharpenCX
JANUARY 14, 2020
And, the finance team tells you “There’s no room in the budget for that” whenever you mention getting more resources for call center improvements. Through all of it, you’re tasked with managing the most overwhelming metric — customer satisfaction. Where do you start to improve your call center team?
Fonolo
APRIL 25, 2019
Problem-Solving: Singapore Airlines. ICYMI: All airlines have what’s called a medical emergency clause. What’s particularly special about this customer service story isn’t that the clause was enacted, but rather the expediency and consideration with which it was done. Start the Car, Stop the Car: IKEA UK.
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