ClearAction

DECEMBER 14, 2017

Customer advocacy — word-of-mouth promotion (buzz marketing) of a brand by enamored customers. Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

DECEMBER 14, 2017

Customer advocacy — word-of-mouth promotion (buzz marketing) of a brand by enamored customers. Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

ijgolding

JANUARY 17, 2017

C ustomer Journey Management and Measurement (Voice of the Customer and Voice of the Process); Organisational adoption and accountability. Do you know what you need to get better at doing for your customers? Customer Focused Prioritisation; Customer Experience Improvement and Design.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Verint

JANUARY 25, 2018

In today’s ultra-competitive market, Customer Experience (CX) is a strategic imperative that is helping market leaders aggressively grow their business through new customer acquisition and existing customer retention.

Omni-Channel 28

Omni-Channel Customer Retention Voice of Customer Feedback 28

ijgolding

MAY 23, 2016

The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical if they have a desire to achieve customer focused success.

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

SmartKarrot

FEBRUARY 25, 2022

Marketing leaders do not understand the nuances of customer interaction, effortless communication, customer service, customer experience, and the basic knowledge of what customers want. This is why companies with a great brand presence may not have the best customer retention or customer experience.

Chief Customer Officer 10

Chief Customer Officer Resources Marketing Customer Centricity 10

Verint

SEPTEMBER 21, 2017

greater year-over-year growth in annual company revenue, and enjoyed an 88 percent customer retention rate vs. 43 percent for all others surveyed. For example, Aberdeen Group research found that next-generation back office groups met their quality service-level agreements 21x more often than all others surveyed, had 3.7x

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37