CX Journey

FEBRUARY 27, 2019

"Neither RedBox nor Netflix are even on the radar screen in terms of competition,” said Blockbuster CEO Jim Keyes, speaking to the Motley Fool in 2008. Also, how do your customer retention numbers look? It’s more Wal-Mart and Apple." NPS might not be telling the whole story. What do the business metrics tell you?

Metrics 88

Metrics NPS Trends Financial 88

CX Journey

FEBRUARY 27, 2019

"Neither RedBox nor Netflix are even on the radar screen in terms of competition,” said Blockbuster CEO Jim Keyes, speaking to the Motley Fool in 2008. Also, how do your customer retention numbers look? It’s more Wal-Mart and Apple." NPS might not be telling the whole story. What do the business metrics tell you?

Metrics 80

Metrics NPS Trends Financial 80

Magellan Solutions

JUNE 15, 2021

Based on the data above, 2008 had a 42% attrition since not everyone considered the BPO industry as a permanent career before. . Better Retention in Customer Service Solutions. Speaking of customer retention, consumers can easily remember you if they have a very convenient conversation with your agents. .

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. This means that customer service, along with relevance, binds the two together.

Company 40

Company Customer Service Call Center Telecommunications 40

ChurnZero

JUNE 19, 2020

During the webinar, we discussed: How customer retention impacts the valuation of your company. How Customer Success can effectively drive retention. What data you need to get the investment in your Customer Success team. The big test is how companies will retain customers during the downturn.

Metrics 72

Metrics Company Survey Self Service 72

Gainsight

JUNE 23, 2022

Varying impact on sales and customer retention from issues in your client base or industry. One thing is certain: Companies that are resilient in terms of balance sheets, cash flows, customers, and culture are the ones that become unstoppable coming out of downturns.

Self Service 52

Self Service Financial Chief Customer Officer Sales 52

Education Services Group

MAY 6, 2022

The year is 2008 and I just turned 18 a few months back; I’m still living at home with both my parents and my two brothers—I’m the middle child (if you hadn’t guessed that already). The Reason. It’s only been about six months since I graduated high school, so I still have at least six months left in what I’m calling my ‘buffer-year.’

Customer Success 98

Customer Success Exercises Interaction Travel 98

Lumoa

JANUARY 2, 2022

In contrast, the success rate of selling to existing customers is anywhere between 60% and 70%. So, focusing on customer retention is the better option. When you put the customer first like this, people talk. And nothing brings this point home more than what happened in 2008.

NPS 208

NPS Net Promoter Score How To Social Media 208

PeopleMetrics

OCTOBER 22, 2015

If you're after more answers, you can also check out our Voice of the Customer FAQ page, which answers common questions about customer experience improvement: * * *. Paris Novembre 2008. Image Credits: Yellow Bow-Broken Heart… The Break Up. Linda Tanner. , Peter.Lorre. , CC BY-SA 2.0.

Net Promoter Score 48

Net Promoter Score Customer Engagement NPS Engagement 48

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Melinda: She’s a Customer Experience Strategist with experience in Customer Success Management, Customer Experience Design, Voice of the Customer, and Customer Retention/Loyalty/Advocacy practices. Melinda Gonzalez. Rachel English. Steven Van Belleghem.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CSM Practice

JULY 6, 2020

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis.

Company 71

Company Strategy Tips Customer Success 71

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

ProProfs Chat

MAY 15, 2020

Here’s a brilliant example of using surveys for customer retention by one of the biggest brands of the world – Starbucks. Way back in 2008, the global coffee chain launched a new initiative called “The Starbucks Idea”, as an engagement and retention mechanism for its customers.

Survey 64

Survey Customer Experience Effort Score Feedback 64

ijgolding

MARCH 7, 2016

In 2008, Woolworths left a huge hole in high streets all over Britain – it had completely failed to remain relevant to the consumer and ceased to be a viable business. Started by American entrepreneurs, the aim was to match the success of another retail stalwart – Woolworths.

Case Study 120

Case Study Financial Retail Social Media 120

Wootric CX Blog

AUGUST 4, 2020

Divided by… How many new customers you gained in the same given time period. Customer Retention Cost (CRC). The cost of serving the customer is often overlooked in CLV calculation. Totango, a Wootric integration partner, wrote a whole book on calculating CRC , but a quick estimate looks like this: .

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

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

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Customer Success 0

Customer Success Customers Metrics Sales 0

Bold360

DECEMBER 1, 2016

. “The biggest mistake companies make evaluating and purchasing customer care software is…” Not utilizing the power of their CRM! CRMs are under-utilized for customer retention. That being said, the vast majority of CRMs are perfectly suited towards customer retention.

Software 40

Software Customer Experience Company CRM 40