CustomerSuccessBox

OCTOBER 19, 2021

Your goal as a business is to reduce churn, increase customer retention, product adoption, and aim for customer success. The underlying theme for all of these is customer education. Research by TSIA shows that customer education can immensely enhance your retention. Your marketing team has found a lead.

Education 52

Education Consulting Consulting Management 52

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Automated Marketing for Augmented Engagement.

Customer retention 73

Customer retention B2C Entertainment Consulting 73

Beyond Philosophy

FEBRUARY 10, 2020

Nearly 20 years ago, when I started Beyond Philosophy and before Customer Experience was a well-known concept, my motivations were to create a competitive differentiator that would get more business for my clients. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

Consulting 431

Consulting Consulting Telecommunications Entertainment 431

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. Keeping Customers results in a high increase in value. Why is this? Returnonbehavior.com.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Adrian Travis is the Founder and President of Trindent Consulting.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

DECEMBER 20, 2019

It is reasonable to expect for the time, energy, and resources to show a return on investment, whether in customer loyalty, customer retention, or even just cold hard cash. On this episode of The Intuitive Customer, I further explain my answer and share my predictions about the fate of Customer Experience.

Coaching 317

Coaching Customer retention Consulting Consulting 317

Education Services Group

JUNE 21, 2021

ESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to deliver its Customer Success Plan service offering for a new client in the business information services space. Like many companies, this growth has ushered in a new focus on customer retention and expansion.

Marketing 52

Marketing Consulting Consulting Customer centricity 52

Beyond Philosophy

AUGUST 16, 2018

In that role, I had many bright consultants come in to share fabulous theories. The clever consultants did not have a satisfactory response! When I left British Telecom to start my global Customer Experience consultancy, I remembered my dissatisfaction with the all-theory-no-practicality approach to business.

Consulting 462

Consulting Consulting Customer Experience Customer retention 462

Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. The number two thing was customer retention.

Customer Experience 383

Customer Experience Consulting Consulting Chatbots 383

Beyond Philosophy

DECEMBER 27, 2019

How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes. As we embark on a new year and a new decade, it is an excellent time to reflect on what we have learned and what made the most significant impact on us regarding customer retention and loyalty.

Customer retention 328

Customer retention Consulting Consulting Customer Experience 328

ShepHyken

NOVEMBER 27, 2023

Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. And there’s no sweeter harmony than what’s created through collaboration between customer service and marketing.

Customer Service 169

Customer Service Morale Customer retention Marketing 169

Beyond Philosophy

JUNE 28, 2019

Responding can lead to many excellent outcomes, including an improved experience for your customer, the better impact for your marketing campaigns, and more emotional engagement with your customers—the foundational element of customer retention and loyalty.

Customer emotions 305

Customer emotions Customer retention Consulting Consulting 305

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CCNG

JUNE 14, 2023

In today's competitive market, providing an outstanding customer experience is more important than ever. Businesses that excel in creating strong connections with their customers often enjoy higher levels of customer loyalty and increased revenue. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. It could be increased market share, improved NPS, or higher customer retention. Rule #2: Measure.

Customer Experience 244

Customer Experience Consulting Consulting Customer retention 244

Beyond Philosophy

MAY 31, 2019

There are excellent applications for this technology for Customer Experience strategy and design. As global customer loyalty consultants, we believe knowing how your customers feel at the different moments of their interaction with your organization is invaluable when you are seeking to foster customer retention.

Technology 240

Technology Transportation Consulting Consulting 240

360Connext

MARCH 8, 2018

Jeannie Walters , speaker, writer and CEO of 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie and I share something in common: a passion for human evaluation of the customer experience.

Marketing 63

Marketing Journey mapping Chief Customer Officer Advertising 63

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

NOVEMBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

OCTOBER 8, 2014

Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Outsource Consultants

JUNE 26, 2018

In addition, these companies are neglecting to invest in their customer service despite research that shows increased customer retention can increase profits by 25% at the minimum. Instead of approaching customers like speed-dating, it’s important to develop lasting relationships and be there for them when they truly need it.

Contact Center 52

Contact Center Marketing Advertising outsourcing 52

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ShepHyken

APRIL 20, 2020

Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. My Comment: I’ve always said that many loyalty programs are often marketing programs, where repeat purchases earn points or free merchandise. They consult with you to get you the best.

Customer Service 162

Customer Service Consulting Consulting B2C 162

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. If you thought this blog was interesting, you might also like these: Exposed: How to Measure Your Customer’s Loyalty and CX. The post Unbelievable!

Customer centricity 333

Customer centricity Consulting Consulting Customer emotions 333

Andrew Mcfarland

MAY 3, 2016

(Guest post written by Mark Johnson, a marketing consultant with a degree in business and a passion for helping companies achieve their ambitions.) It’s easy to forget with everyone talking about targets, niche markets and ‘wow’ factor, the one thing essential.

Customer retention 67

Customer retention Consulting Consulting Marketing 67

Beyond Philosophy

NOVEMBER 18, 2014

Today we are looking at Channels, one of the nine parts of your current experience that contributes to Customer centricity of your organization. How Can You Tell How Customer Centric Your Marketing Channel Strategy is? How is your organization oriented: around the Customer or your product?

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

OCTOBER 14, 2014

Superior Customer Experiences require a two-way dialogue with your Customers. So when you are communicating with your Customers, listen to what they say about data, their safety, and your marketing efforts. View our books on Customer Experience here. Make sure that your use of data adds value to their experience.

Customer retention 256

Customer retention Customer emotions Customer centricity Consulting 256

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. Some markets even use scents to get us to notice different foods in the store. They don’t.

Consulting 305

Consulting Consulting Customer emotions Morale 305

Beyond Philosophy

OCTOBER 28, 2014

Let’s take a closer look at each and what makes them have a Customer Focus. When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs. Area #1: Technology. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ClearAction

FEBRUARY 27, 2016

5 Ways to Make Marketing More Strategic. As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top of the field. Resources dedicated to post-purchase customer experience management tend to be repurchase campaigns and loyalty programs.

Marketing 59

Marketing Strategic Value Metrics Enterprise 59

ShepHyken

NOVEMBER 26, 2018

My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people. Customer Retention Made Easy by Samir Palnitkar.

Airlines 202

Airlines Customer Service Employee engagement Morale 202

Hello Customer

FEBRUARY 6, 2020

Securitas is the global market leader in security and is active in sectors such as continuous surveillance, consulting, safety and training. They employ 320,000 people worldwide , to secure customers from the smallest shops to the largest airports. So even when you're market leader, you can't compromise on customer experience.

Marketing 88

Marketing Feedback Surveys Consulting 88

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Vcaretec

JUNE 6, 2022

I tweet about customer focus, leadership, IT, and tech. Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.' Regional Vice President, Demand Marketing at NewVoiceMedia. Market research & trends, best practices, tech. Writer/Analyst by trade.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

B2C 150

B2C Customer advocacy B2B Consulting 150