CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Deploying a range of chatbots, each suited to a specific task, can greatly enhance the customer experience and deliver substantial benefits to the business.

Self Service 64

Self Service Chatbots Contact Center Policies 64

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers.

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

ijgolding

MAY 21, 2018

Without needing to ‘break sweat’, customers would keep coming back for more. In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. Do we know what our customers need and want from us? Is our purpose still relevant to our customers? My book, ‘Customer What? –

Retail 186

Retail Leadership Case Study Financial 186

Magellan Solutions

JUNE 15, 2021

In searching for outsource customer service solutions , you must consider how long an agent stays in the company. Outsource customer service solutions offer a wide range of benefits to any SMEs. Thus, they can represent it better to your customers. A well-versed agent gives better solutions to your customers’ problems.

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results. My Comment: Another one of my favorite topics is customer loyalty.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ijgolding

AUGUST 3, 2018

In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. It is therefore no surprise that the more we hear about failure, the more we see and hear companies amplifying the rhetoric around their desire to do more for their customers.

Case Study 191

Case Study Retail Study Policies 191

Chattermill

SEPTEMBER 11, 2019

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. customer experience. What can we learn from Netflix's attention to customer experience? The ultimate example of a company disrupting an industry with customer experience? Netflix is customer obsessed. by Harry Buckle on 12 Sep 2019.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

ijgolding

MARCH 1, 2017

As I wrote last week , when it comes to the world of Customer Experience, many journalists are writing about the subject without necessarily understanding what it is, or that they are even writing about it at all. In 2009 one of the most prominent collapses in the industry came with the demise of Borders.

Customer Experience 120

Customer Experience Retail Strategy Report 120

Amity

SEPTEMBER 7, 2016

With 20,000 customers worldwide, HubSpot is the world’s leading inbound marketing and sales platform, transforming the way businesses attract, engage, and delight customers. We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years.

Customer Success 0

Customer Success Groups Customers Metrics 0

ChurnZero

JUNE 19, 2020

It is no secret that customer churn hits recurring revenue businesses hard, but what’s its real impact on their long-term health and valuation? During the webinar, we discussed: How customer retention impacts the valuation of your company. How Customer Success can effectively drive retention. Q&A Recap.

Metrics 72

Metrics Company Survey Self Service 72

ijgolding

APRIL 25, 2016

In the coming weeks, I intend to write about the dilemma facing many football clubs – do they have CUSTOMERS or FANS (or both). When it comes to the world of business, the most successful organisations are those who turn CUSTOMERS into FANS. Leicester City fans (like all football fans) have stuck with them through thick or thin.

Sports 0

Sports Leadership Groups Financial 0

SmartKarrot

JANUARY 25, 2022

We have recently seen marketing departments in SaaS companies concentrating more on marketing programs to engage existing customers. These programs got the name of customer marketing. . Customer marketing is one of the key functions of an organization. On the other hand, customer success has been around since early 2009.

Customer Success 10

Customer Success Marketing Case Study Customers 10

Waypoint Group

JANUARY 14, 2015

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results. but for product usability it’s 5.89, so clearly ease-of-use is something we need to focus on in order to drive customer retention.” to 8.31 — we are improving!” Do I just average it?”

B2B 40

B2B Net Promoter Score Effort Score NPS 40

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service. Adrian Swinscoe. Annette Franz.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Amity

NOVEMBER 9, 2016

There is a lot happening in the world of Customer Success, everything changes fast, and it can be difficult to see the bigger picture and to locate yourself on the map. So we looked everywhere and aggregated the most striking Customer Success numbers to help you understand what's really happening. source ). source ).

Customer Success 107

Customer Success Customer Retention B2B Customer Centricity 107

Customer Bliss

AUGUST 2, 2016

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle. Why is that funny or ironic? It was an Oracle product.

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

CSM Magazine

NOVEMBER 21, 2019

Customer expectations have never been so high, but most businesses lack the skills to deal with upset clients. Companies focused on long term success understand the importance of investing in efficient customer service recovery to restore their reputation when it’s put on the line. ” –Warren Buffett.

Social Media 78

Social Media Airlines Customer Retention Brands 78

CX Journey

JANUARY 11, 2018

From desktop and laptop computers to tablets and smartphones and even brick and mortar stores, the customer journey is more complicated than ever. A survey by Aspect Software indicated that businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ijgolding

OCTOBER 7, 2015

I regularly use the word to describe individuals, or organisations who I personally believe are best placed to deliver the ‘best’ Customer Experiences. So let me pose a question – is it possible for an organisation NOT acting authentically to deliver great Customer Experiences? In this case, I was inspired by them.

Case Study 120

Case Study Study Customer Experience Financial 120