ShepHyken

APRIL 11, 2022

The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. Because when customers experience that sentiment, they’re more likely to return and bring new customers with them. And here are four short customer loyalty lessons you can’t ignore.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

ShepHyken

SEPTEMBER 7, 2018

Accept that you may be reviewed by the customer. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. A review program.

Case Study 82

Case Study ROI B2B Study 82

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Experience Investigators by 360Connext

JULY 28, 2020

The higher up in the organization, the further away from dealing with customers directly. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Confirmit

NOVEMBER 16, 2020

Action Management closes the loop within 48 hours for over 95% of all customer alerts, resulting in an 86% decrease in complaints. Empire Today runs a comprehensive VoC program to gauge overall customer engagement. Company-wide customer focus resulted in an all-time high NPS score, with a +32% increase in 2019.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Lumoa

APRIL 1, 2020

If the customer satisfaction (CSAT) and net promoter score (NPS) surveys that you’ve got in place help you understand how your customers feel, why would you change them? Those decisions then funnel up to impact key metrics like retention and customer value over time.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

Confirmit

SEPTEMBER 22, 2019

NPS increased by 11% due to heightened customer focus and improvement initiatives that significantly reduced costs. Customer feedback identified and drove product improvements, leading to NPS of +53. Voice of the Customer Case Studies.

Multi-Channel 40

Multi-Channel NPS Travel Case Study 40

ShepHyken

AUGUST 29, 2016

My Comment: This interesting article is actually a case study of a successful company and how they connect (and do much more) with their customers. Kuiu is a hunting gear company that has a customer focused culture. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Confirmit

DECEMBER 17, 2018

While, as CX practitioners, we often love to see NPS® scores increase, we need to get our heads out of the analysis and focus on delivering on the promise – real business impact. The future of Voice of the Customer is about change and ROI. How to turn words into action.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

Totango

NOVEMBER 12, 2020

The rising awareness of the importance of customer-focused solutions is also reflected in the top pain points described in the survey: . Visibility into customer adoption and health. A reactive approach to customers. Provide Value through Customer Success Technology. Organizational alignment.

Customer Success 101

Customer Success Technology Effort Score Customer Centricity 101

Totango

NOVEMBER 12, 2020

The rising awareness of the importance of customer-focused solutions is also reflected in the top pain points described in the survey: . Visibility into customer adoption and health. A reactive approach to customers. Provide Value through Customer Success Technology. Organizational alignment.

Customer Success 86

Customer Success Technology Effort Score Customer Centricity 86

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. For example, do churn customers have a low NPS or high customer effort score?

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Amity

APRIL 3, 2017

Each bucket will have a mix of customer experience and efficiency metrics. It’s also very important to note, that while this is customer focused, it is also crucial to measure employee engagement, retention/attrition, and overall happiness (which I do not go into below). NPS: Also known as net promoter score.

Measurement 70

Measurement Effort Score Case Study Net Promoter Score 70

delighted

APRIL 7, 2020

Focus instead on how your customers answer your open-ended survey questions. In short, if you don’t have a customer-focused reason to reach out or the capacity to act on that feedback, leave it be. Ensure your priorities are aligned with customer needs. Proactively improve your customer experience. The result?

Customer Retention 52

Customer Retention Customer Experience How To Guidelines 52

Thematic

MARCH 27, 2024

Analyzing this data helps you identify the specific areas where customer experience is faltering, empowering you to take targeted action to prevent customers from leaving in the future. Proactive vs. Reactive Customer Retention Without a churn risk model , your approach to customer retention remains reactive.

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

delighted

APRIL 7, 2020

Focus instead on how your customers answer your open-ended survey questions. In short, if you don’t have a customer-focused reason to reach out or the capacity to act on that feedback, leave it be. Ensure your priorities are aligned with customer needs. Proactively improve your customer experience. The result?

Customer Retention 42

Customer Retention Customer Experience How To Guidelines 42

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Is it NPS? ©2015 suitecx – Confidential Is it NPS? Allows a company to marshal resources to act upon improvement of the customer experience. Starting to cause some ‘NPS fatigue’ for both customers and employees. Link between company growth and NPS is being contested.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

SmartKarrot

JULY 19, 2021

Track, analyze, and report performance data (GSAT, NPS, SLAs, etc.) and customer insights. Develop and execute strategic plans to facilitate broad adoption, increase awareness and conversions, and recognize developer champions within the customer network through actionable product engagement.

Customer Success 10

Customer Success Consulting NPS Case Study 10

Kustomer

DECEMBER 31, 2020

In doing so, Annette has figured out three of the most impactful methods that make the biggest difference in customer satisfaction. Those three being leadership, assessment, and involvement all help to guide companies to higher NPS scores, better survey results, and long-term customer delight. Annette Pedroza: (03:08).

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

SmartKarrot

OCTOBER 28, 2020

Engage with customer executives and other influential stakeholders to identify, define, track, and measure the overall impact of our innovative solutions to the organization. Develop and deliver “success plans” to key customers identifying stakeholders, milestones, metrics, and risks.

Customer Success 10

Customer Success Case Study Customers NPS 10

Kustomer

JANUARY 21, 2021

As Steve mentions, “The ultimate outcome of being customer focused is to have a sustainable business. Creating a high-level customer experience and aligning with a customer-centric company culture will surely bring a more sustainable and successful business. Furthermore, find your first win and build upon it.

B2B 95

B2B Company B2C Customer Centricity 95

Kustomer

APRIL 7, 2020

So just bringing it all together, you get this kind of customer centric message and this customer, prioritization engine or model working and you’re really starting to focus on this as a strategic, go to market, what, what does that do different for the organization? It’s more customer focused. All of that?

How To 64

How To Customer Centricity Net Promoter Score Metrics 64