GetFeedback

SEPTEMBER 13, 2018

To decrease customer churn in a way that lasts, you have to look at where in your system your customers are having issues, and figure out what those issues are—from their perspective. Get the data you need to decrease churn. Define your customers’ expectations from the get-go.

Journey mapping 98

Journey mapping Surveys Banking Sales 98

360Connext

FEBRUARY 9, 2021

Customer referrals lead to immediate returns. Gaining customers via referrals reduces the cost of acquiring these new customers. In one research study , a bank in Germany found that In a study of almost 10,000 accounts, referred customers were 25 % more profitable than customers acquired in other ways.

Customer Experience 133

Customer Experience Sales Journey mapping Metrics 133

360Connext

FEBRUARY 9, 2021

Customer referrals lead to immediate returns. Gaining customers via referrals reduces the cost of acquiring these new customers. In one research study , a bank in Germany found that In a study of almost 10,000 accounts, referred customers were 25 % more profitable than customers acquired in other ways.

Customer Experience 72

Customer Experience Sales Journey mapping Metrics 72

Genroe

JANUARY 21, 2015

Note that these tips pretty much apply to any Voice of the Customer or Customer feedback (but not market research) process. So regardless of whether you are using Customer Effort Score, Customer Satisfaction or NPS® you can apply them to your business. So make sure that you share data at least every month.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Pointillist

JULY 25, 2018

Whether you’re just starting to evaluate an investment in a customer journey analytics platform or you’ve already made the decision and have chosen a vendor, it’s time to think about how to implement customer journey analytics in your organization. Do they track customer journeys? If so, you are not alone.

Analytics 43

Analytics Metrics Government Journey mapping 43

REVE Chat Blog

NOVEMBER 21, 2019

Econsultancy found out that live chat (73%) handily beats both email (61%) and phone (44%) and ranks top channel with the highest customer satisfaction levels. The data can be used by the sales team to approach the visitors. . Thus, delivering an optimal omnichannel experience and increase opportunities to interact with customers.

Best practices 77

Best practices B2B Sales Chatbots 77

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent?

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40