ShepHyken
OCTOBER 6, 2022
Gartner provides various statistics showing that reducing customer effort can greatly impact customer retention and even reduce costs. In the process, B2B and B2C customers from the US, Canada, UK, Europe, the Middle East, and East Asia answered 1m+ survey questions.
Kayako
NOVEMBER 9, 2018
A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. This “effort villain” is out to get your customers at every chance. We know that the more effort a customer has to exert, the more likely they are to churn. Not Starting at Google = Bad.
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Mindtouch
JANUARY 23, 2020
CX-focused MindTouch customers can see yearly savings from $10K-100K (B2B) and $1M-20M (B2C). To drive customer lifetime value, we first had to look inward. We’d like to first share the results of our own audit, which we ran to make sure our so-called value metrics aligned with what we recommend for our customers.
Mindtouch
AUGUST 27, 2018
According to the same report from Marketo, 74% of B2B consumers and 56% of B2C consumers think it is important to have their profile data integrated across all touchpoints. That is, customers expect you to already know a lot about them however and whenever they reach out. Six strategies for improved customer engagement.
PeopleMetrics
FEBRUARY 25, 2022
With the rapid rise in popularity of AI technologies to streamline customer service and feedback analysis, companies actually face a new risk of flattening all of the experiences they offer to customers. Measure your performance using customer surveys. Customer effort score (CES). CX metrics and KPIs.
Lumoa
FEBRUARY 9, 2023
The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards a personalized omnichannel experience in B2B customer journeys. A company usually follows a set of KPIs.
ProProfs Blog
SEPTEMBER 28, 2018
It resonates with a significant demographic that is familiar with messaging apps, and so has important customer engagement potential. It also facilitates text analysis as a bridge to obtaining robust voice of customer (VoC) insight. Janne Ohtonen Customer Experience and Service Leader at Ember Group. When done right (e.g.
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