ProProfs Blog

FEBRUARY 13, 2020

Customers won’t think twice when switching from one loyalty program to another. 77% of consumers participate in a retail loyalty program, 46% have joined a hotel program, and 40% are part of an airline program–up from 72%, 36%, and 31% over the last year, respectively. Customer Loyalty B2B Statistics. Source: Adobe ) Tweet this.

Customer retention 164

Customer retention Sales B2B Marketing 164

Toister Performance Solutions

APRIL 19, 2018

What if you discovered your business was doing something that more than 25 percent of your customers disliked? Think of airline baggage fees, hotel resort fees, and cable equipment rental fees. Okay, but what if you learned an activity that more than 25 percent of your customers disliked delivered absolutely no value to your business?

Surveys 48

Surveys Airlines Advertising Customer retention 48

Global Response

MARCH 16, 2023

HEARD technique The HEARD technique is a well-documented empathy technique for customer service, and it’s easy to create a HEARD rubric as well for QA processes. Doing so can help you evaluate more quantitatively how your customer service team is doing in providing feedback.

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

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

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 ?

Customer retention 110

Customer retention Analytics Airlines Personalization 110

SmartKarrot

JUNE 15, 2020

Woo the customer with speed and efficiency and turn them into your advocates. Multiple surveys conducted in the recent years have indelibly linked customer experience and PLGs with customer’s time. A Twitter poll showed how airlines customers are willing to pay an astounding $19.83 It’s that important.

Customer Experience 10

Customer Experience SaaS Education Customer centricity 10

ProProfs Blog

MAY 31, 2019

For a business organization, having a loyal customer base is essential for success. Because: Keeping an existing customer costs up to five times less than winning a new one. Increasing customer retention by just 5% boosts your profits by 25-95%. 20% of customers are typically responsible for 80% of a company’s revenue. #

Customer retention 99

Customer retention Metrics Surveys Airlines 99

CSM Magazine

MAY 19, 2023

It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation. Customers respond on a scale of 0 to 10.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Needless to say, customer retention is the core value for the growth of any business. Calculating the metrics is simple.

Surveys 148

Surveys Benchmark Feedback Sales 148

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

Babelforce

JANUARY 7, 2021

Customer Lifetime Value (CLV) is among the most valuable for two reasons: It gives you a snapshot of customer spending right now It sets your expectation for earnings into the future. All in one neat metric. Let’s start by getting on the same page – what exactly is Customer Lifetime Value? How to calculate your CLV.

Upselling 52

Upselling Airlines Contact Center Customer retention 52

SharpenCX

JANUARY 14, 2020

On top of this, you’re confronted with KPIs and metrics your team has to meet. Through all of it, you’re tasked with managing the most overwhelming metric — customer satisfaction. How do you even begin to make your customers happier when it feels like they’re always bringing you questions and complaints?

Call Center 76

Call Center Customer Service Morale Finance 76