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 113

Net Promoter Score Company NPS Effort Score 113

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX University

FEBRUARY 6, 2018

of GDP (US Census, 2010). Rising to the Customer Experience Challenge. Since the Millennium, small businesses have lost ground on one of their historical advantages over large corporations: their understanding of their customers. Nowadays, large corporations are trying incredibly hard to walk in their customers’ shoes.

Customer Experience 71

Customer Experience Feedback Customer Centricity Loyalty 71

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The rise of big data.

Data 100

Data Social Media Analytics Entertainment 100

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Alida

NOVEMBER 10, 2016

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. Enterprise messaging software company Slack, for instance, treats NPS as a leading indicator of growth, using it to improve its interactions with customers and prospects. Source: netpromotersystem.com.

Net Promoter Score 208

Net Promoter Score NPS Effort Score How To 208

Service Untitled

MARCH 12, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer loyalty and Toyota Cheryl March 12, 2010 Behind the Scenes , Customer Service , Specific Companies 2 Comments There have been 8 million Toyota vehicles recalled.

Loyalty 43

Loyalty Airlines Automotive Government 43

ProProfs Chat

OCTOBER 25, 2019

With so many options in the market, brands find it challenging to cultivate long term business relationships with their customers. With strong customer relationships in place, a business gets to: Increase customer base. But for a brand to reach that level, earning long-term loyalty becomes a thriving factor. Boost sales.

Customer relationships 56

Customer relationships Loyalty Programs Loyalty Sports 56

Service Untitled

SEPTEMBER 7, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives What creates customer loyalty? The customer retains that brand loyalty and re-purchases or re-uses that product or service.

Loyalty 45

Loyalty Loyalty Programs Exercises Customer Satisfaction 45

Service Untitled

OCTOBER 8, 2010

Service Untitled The blog about customer service and the customer service experience. They stated that customers stay with manufacturers as long as the new warranty lasts, and then move on to independent service providers. Customer relationships are based on a company’s service especially in the auto industry.

Loyalty 41

Loyalty Competitive Advantage Loyalty Programs Exercises 41

ijgolding

MAY 11, 2016

It is impossible to go online these days without seeing some form of ‘customer driven measurement’. As someone who passionately believes in organisations making money by being consistently brilliant at fulfilling their purpose, ever increasing transparency is a fantastic evolution in the world of Customer Experience.

Measurement 120

Measurement Customer Experience Company Banking 120

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Popularity of Customer Experience. For good reason too.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

inQuba

APRIL 24, 2022

NPS is a method used to measure customers’ loyalty using a single survey question. The loyalty metric has been broadly adopted due to this simplicity and the appeal of NPS benchmarks across industries. In 2010, the HBR published another compelling piece, “Stop Delighting Your Customers” 2.

Net Promoter Score 52

Net Promoter Score Omni-Channel Customer Journeys NPS 52

Service Untitled

APRIL 16, 2010

Service Untitled The blog about customer service and the customer service experience. There was no problem with customer loyalty because the stores had no competition, that is – until the appearance of the mall. When the little town had little stores, each store owner knew their customer.

Loyalty 41

Loyalty Company Customer Centricity Social Media 41

Daniel Group

OCTOBER 23, 2020

NMC has been a client since about 2010. So here at NMC we’ve had a great team focused on customer experience, as you said, since 2010. I came on and started having a focus around customer experience and became the NMC customer experience champion right about a year ago. Lynn Daniel (04:29): Good.

Net Promoter Score 64

Net Promoter Score Sales Groups Voice of Customer 64

Feedbackly

SEPTEMBER 17, 2018

You’ve redesigned your website, you’re sales team is working hard, and you are indeed getting new customers. But your customer churn is through the roof, and you don’t even know if your customers are satisfied. You’re not thinking about customer experience. What is Customer Experience (CX)?

Customer Journeys 53

Customer Journeys Customer Experience Net Promoter Score Feedback 53

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Finally, Margie and I discussed the build-out and results coming from their new and quite extensive customer room. Episode Overview. The overall U.S.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Second to None

SEPTEMBER 25, 2018

Consumer trust is a lucrative yet brittle aspect of any brand’s customer experience platform and the viral potential of negative public relations can instantly tarnish the public’s perception of your organization. However, these enhanced connections do not always have a positive impact on customer relationships.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

Ann Michaels and Associates

OCTOBER 28, 2018

Customer service training is one of the smartest investments a company can make… Ever talked to a phone representative who was anything but helpful? With proper training, companies can make sure their employees provide service with a smile—and make customers smile in return. . Customer Service as a Key Value.

Handbook 61

Handbook Customer Service Training Training Measurement 61

Strativity

OCTOBER 13, 2015

While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. As published on mycustomer.com, June 2010. At a recent visit in Spain I was introduced to a local bank that describe to me his customer experience challenges.

Customer Experience 40

Customer Experience Strategy Social Media Banking 40

Strativity

OCTOBER 13, 2015

While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. As published on mycustomer.com, June 2010. At a recent visit in Spain I was introduced to a local bank that describe to me his customer experience challenges.

Strategy 40

Strategy Customer Experience Social Media Banking 40

Education Services Group

FEBRUARY 12, 2019

When the iPad launched in 2010, people couldn’t seem to figure out what it was for. But that world would never have come about if not for the bold few in 2010. Those people are the early adopters — the first customers to adopt a new product or technology before the rest of the population catches up.

Innovation 45

Innovation Groups Feedback Technology 45

SurveySparrow

JANUARY 11, 2019

Brands everywhere are strategizing to make their customer experience the absolute best because nothing less will do. Brands will be wrestling over who offers the extra-good customer experience and who spoils their customers silly. But while 80% of companies believe they deliver “super experiences,” only 8% of customers agree.

Customer Experience 55

Customer Experience Marketing Brands Trends 55

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer-Focused Marketing.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Esteban Kolsky

APRIL 22, 2015

Some of those posts did not survive the time (like the one comparing the Sodabowl and the Brandbowl approaches during SuperBowl 2010) and some of them are timeless and well worth the re-read. Let’s start with the idea of getting to know your customers better. Can we really get to know our customers’ needs and wants?

Analytics 60

Analytics CRM Loyalty Resources 60

Retently

NOVEMBER 21, 2018

Do you know how many customers talk about your brand to others in a positive light? Simply put, advocacy marketing is getting existing customers to share their positive experience with your company to other people. It prompts the most enthusiastic customers to amplify the voice of your brand and thus bring in more business.

Examples 120

Examples Strategy Company Marketing 120

Kitewheel

JULY 2, 2020

The COVID-19 pandemic has changed the world of customer experience and retailers are feeling the impact. So, in order to ensure a future where businesses survive and flourish, retailers must measure these changes for their business and shift their strategies to meet the new needs of their customers. Attracting Customers .

Retail 52

Retail Social Media Consumers Study 52

Tricia Morris

JANUARY 11, 2016

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.” For a consistently satisfying customer experience, customer service must be everyone’s job.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

Service Untitled

JULY 30, 2010

Service Untitled The blog about customer service and the customer service experience. Customer loyalty programs are showing up everywhere. Small businesses should not get scared that implementing a customer loyalty program could be too expensive. In addition these programs can provide a great measuring tool.

Loyalty Programs 41

Loyalty Programs Rewards Programs Loyalty Exercises 41

Service Untitled

OCTOBER 20, 2010

Service Untitled The blog about customer service and the customer service experience. Ann Arbor based American Customer Satisfaction Index surveyed 1000 soft drink shoppers in June and July and asked questions about different types of sodas and their value for the money. “People who love Pepsi, love Pepsi.

Customer Satisfaction 41

Customer Satisfaction Survey Consumers Exercises 41

Service Untitled

DECEMBER 2, 2010

The Business Impact of Customer Experience Report 2010 examines how customer experiences affect the overall success of businesses: - It affects a customer’s intent to purchase from a particular organization. - It affects the likelihood of a customer switching to a competitor. -

Customer Experience 46

Customer Experience Policies Customers Feedback 46

Service Untitled

OCTOBER 22, 2010

Service Untitled The blog about customer service and the customer service experience. Your products and services provide your customers with the choice to use your company, but your brand defines whether the customer will choose you over your competition. If a product fails, use feedback to improve it.

Brands 43

Brands How To CRM Loyalty 43

Service Untitled

DECEMBER 16, 2011

In a global survey, Accenture wrote about deteriorating customer service and how most of us have at least switched one of our own service providers because we were displeased that our expectations had not been met. The consumer no longer will deal with that organization, and the company has lost a customer.

Customer Service 50

Customer Service Airlines Customers Loyalty 50

Tricia Morris

DECEMBER 4, 2015

Lessons from the holiday classic can be applied to almost any topic, in this case, customer service: 1. Your Customer Service Past Cannot Be Changed. A brand or organization’s customer service past cannot be changed, no matter how some wish it could. The ghost of customer service past haunts many organizations.

Customer Service 40

Customer Service Airlines Poor Customer Service Social Media 40

Service Untitled

JULY 7, 2010

Service Untitled The blog about customer service and the customer service experience. Using the Ritz Carlton and FedEx as models of customer service, changes in American Express service strives to create deeper emotional connections with their customers.

Customer relationships 43

Customer relationships Hospitality Social Media Customer Satisfaction 43

Service Untitled

SEPTEMBER 8, 2010

Service Untitled The blog about customer service and the customer service experience. With those thoughts in mind, shouldn’t senior management work on motivating factors to help employees maintain their business loyalty and commitment? Give employees the opportunity to provide feedback. Rewards are why people work.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

Service Untitled

MARCH 26, 2010

Service Untitled The blog about customer service and the customer service experience. Everyone has a customer they want to satisfy and therefore the focus has to address needs, expectations, and behaviors. Working as a group, customer service representatives can identify what they deem as important ways to satisfy customers.

Customer Focused 42

Customer Focused Training Groups Customer Retention 42