Retently

MARCH 23, 2023

The second is that taking a short-term approach to retention, as Comcast and other brands did by using aggressive customer retention tactics, will likely backfire. Comcast’s efforts probably kept some customers onboard but at the cost of many others who deserted the company for good.

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

Hello Customer

AUGUST 24, 2020

million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. They serve 1.8

Marketing 52

Marketing Touchpoint Government CRM 52

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). 1] [link]. [2] 2] [link]. [3] 3] [link].

ROI 54

ROI Study Financial Loyalty 54

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). 1] [link]. [2] 2] [link]. [3] 3] [link].

ROI 48

ROI Effort Score Study Financial 48

ijgolding

MAY 20, 2015

The company was named ninth on Business Week’s top 25 companies customer service list in 2007. It was therefore no surprise that when I myself became a customer of my local Enterprise branch in Chester, North West England, I was very pleased with the Customer Journey I experienced.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

CSM Magazine

JULY 29, 2015

The MaritzCX team invented Voice of the Customer (VoC) training and has certified hundreds of CX professionals since 2007, creating a recognized industry credential that continues as a benchmark today,” said Bassam Salem, chief operating officer, MaritzCX. “As CXMasters will be held September 14-17, 2015 in Salt Lake City.

Training 40

Training Customer Journeys Course Customer Retention 40

Education Services Group

FEBRUARY 14, 2021

Clippy is no longer with us today, having been fired by Microsoft in 2007 , but the intrusive, little paper clip has left a legacy from which all in-application virtual assistants have sprung. You could click through dialogue trees for walkthroughs on general or specific functions within the software.

Tools 52

Tools Software Engagement Video 52

ijgolding

FEBRUARY 9, 2016

Elephants also apparently recognize and can keep track of the locations of as many as 30 companions at a time, psychologist Richard Byrne of the University of Saint Andrews in Scotland and other researchers discovered during a 2007 study at Amboseli.

Groups 120

Groups Airlines Customers Survey 120

Beyond Philosophy

MARCH 3, 2016

In turn, relationship quality links and contributes to the perception of satisfaction and trust, creating business outcomes of customer retention and advocacy. Service quality is a critical measure of organizational performance and is a key condition of relationship quality.

Consulting 60

Consulting Loyalty Advertising Analysis 60

Grade.us

AUGUST 21, 2018

Email was a simple way to attract customer attention consistently. In 2007 Slate predicted the death of email. SMS, when combined with other channels like email, improves customer engagement levels. Customer retention rates are higher and it's an additional touchpoint you can use to learn more about your customers.

Marketing 55

Marketing e-support Consumers Feedback 55

Education Services Group

FEBRUARY 26, 2019

Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. Think back to your first smartphone. All those features were flashy, sure, but who needed it? You’ve got calls and texts on your current phone already.

Customers 40

Customers Case Study Customer Success ROI 40

Education Services Group

FEBRUARY 25, 2019

Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. Think back to your first smartphone. All those features were flashy, sure, but who needed it? You’ve got calls and texts on your current phone already.

Case Study 40

Case Study Customers Customer Success Study 40

Totango

MAY 27, 2022

SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Product-led growth is a marketing, sales, and customer retention strategy that relies on the customer’s experience with the product to drive purchases.

Customer Retention 120

Customer Retention Sales Software Strategy 120

ijgolding

JUNE 25, 2018

One company in particular has maintained my custom for far longer than any other. In 2007 (11 years ago by my calculations), Kirk Kazanjian famously wrote a book about Enterprise Rent a Car. Although I was not a customer of Enterprise in 2007, it is highly likely they were a shining beacon of customer centric behaviour back then.

Customer Centricity 192

Customer Centricity Industry Customers Loyalty 192

Bob Hayes

MAY 7, 2018

The NPS is “the single most reliable indicator of a company’s ability to grow” (Netpromoter.com, 2007). 2007) found the same pattern of results in other industries (e.g., Additionally, if you are interested in increasing ARPU (average revenue per customer), you might consider including a purchasing loyalty question.

NPS 89

NPS Net Promoter Score Data Loyalty 89

Bob Hayes

MAY 7, 2018

The NPS is “the single most reliable indicator of a company’s ability to grow” (Netpromoter.com, 2007). 2007) found the same pattern of results in other industries (e.g., Additionally, if you are interested in increasing ARPU (average revenue per customer), you might consider including a purchasing loyalty question.

NPS 86

NPS Net Promoter Score Data Loyalty 86

Storyminers

JULY 6, 2020

Referred to as “the most famous customer service manager in the US, possibly the world” by BusinessWeek , Eliason is best known for developing the use of social media in the practice of customer relations. He joined Comcast as executive support manager in 2007 during a period of high-profile public relations issues.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Referred to as “the most famous customer service manager in the US, possibly the world” by BusinessWeek , Eliason is best known for developing the use of social media in the practice of customer relations. He joined Comcast as executive support manager in 2007 during a period of high-profile public relations issues.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

MARCH 7, 2016

According to Wikipedia, their website was launched in July 2000, and in 2007 the company was responsible for 90 percent of the online greeting card market in the United Kingdom, with nearly six million cards shipped. Case Study 3 – Moonpig.com. Moonpig was one of the big successes of the ‘dot com’ boom.

Case Study 120

Case Study Financial Retail Social Media 120

Retently

SEPTEMBER 17, 2018

In 2007, its NPS was a respectable 58. Because NPS is related to a company’s growth and customer retention levels. Apple’s continual focus on improving its Net Promoter Score has produced significant results for the company. Why is Apple’s Net Promoter Score important, you ask?

NPS 102

NPS Net Promoter Score Loyalty Omni-Channel 102

Beyond Philosophy

JUNE 4, 2015

It also means that every transaction and touchpoint interaction, and the long-term relationship, needed to carry forward the organization’s unique character, must be a reflection of the perceived value represented to the customer. Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySensum

SEPTEMBER 8, 2023

NPS cuts cost of customer acquisition: According to the research done by Frederick Reichheld of Bain & Company (the inventor of NPS) increasing customer retention rates by 5% increases profits by 25% to 95%. NPS increases customer loyalty: According to the 2017 Temkin research , promoters are 4.2

NPS 52

NPS ROI Social Media Effort Score 52

Comm100

OCTOBER 17, 2017

Instead of scouring a website for a company’s contact info, or spending minutes filling out a survey, customers can tell companies what they think within seconds, as easily as tagging them in a status, tweet, or post.

Social Media 123

Social Media Customer Service Customer Care Feedback 123