Heart of the Customer

SEPTEMBER 11, 2014

The Temkin Group analysis shows that a modest increase in customer experience can result in significant revenue increases – a $1 billion bank sees $273 million in additional revenue over three years, and even a health plan sees $140.8 So, yes, Customer Experience pays. Customer Experience Resources' million in new revenue.

Customer Experience 132

Customer Experience Net Promoter Score Report Loyalty 132

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Many companies have a knowledge base for their customers but lack one for employees.

Knowledge Base 103

Knowledge Base Self Service Contact Center e-support 103

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

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. While pricing and services are important factors, you should also consider the attrition or turnover rate of the BPO company.

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Education Services Group

NOVEMBER 19, 2019

The company folded in 2012. Dozens of companies have failed due to their failure to commit — to a new strategy, a new product, or a new market. While it was once viewed as a niche category only for born-in-the-cloud tech, Customer Success is coming into its own as a vital component of any company. We hire the best.

Customer Success 40

Customer Success Social Media Customer Retention Customers 40

Daniel Group

NOVEMBER 6, 2014

Our company, The Daniel Group, started business 25 years ago this past September. First, just how long-lived are companies? A 2012 study by Richard Foster at Yale University found average tenure of a company on the S&P 500 index has dropped from 61 years in 1958 down to only 18 years in 2011.

Customer Retention 40

Customer Retention Groups Consulting Study 40

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Survicate

MAY 16, 2019

Customer satisfaction became one of the most important factors deciding whether a particular company is successful or not. To know if you’re on the right track to provide the best Customer experience, it is crucial to measure your efforts and optimize your performance. Why to even bother? Good content makes coffee taste better.

Customer Satisfaction 79

Customer Satisfaction Metrics Effort Score Net Promoter Score 79

SmartKarrot

JUNE 12, 2020

There are many well-funded companies as well as start-ups that are thriving and if 2018 was an amazing year for SaaS, with software companies in the US spending $63.1billion on R&D and accounting for one-fifth of domestic R&D in the US, 2020, despite the pandemic hiccup, has only made businesses rely more on SaaS to reach out to people.

Company 10

Company Software Sales Strategy 10

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

Ian Williams

MAY 13, 2016

In his article, Adrian makes reference to Fred Reichheld, of NPS fame, who initially spoke about firing customers, however then evolved his thinking to that of the idea of ‘rating’ customers. After all, many companies already regularly ask customers to rate their performance, so why not do the same in return?

Comparison 40

Comparison Course Customers Conference 40

ChurnZero

MARCH 3, 2020

Every year, tens of thousands of Marketers, Salespeople, and Customer Success pros converge in Boston for a week of learning, inspiration, and connection at INBOUND. Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. Their mission is to help SaaS companies gain traction, grow an scale.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Pretium Solutions

JANUARY 4, 2012

A previous call with this particular company did not go so well because I wasn’t prepared with documentation, and I did not want to go through that pain again. The customer service agent who took my call was very warm and friendly and actually quite helpful. Not surprisingly, a different customer service agent answered my call.

Customer Service 40

Customer Service Customer Experience Customer Retention Customers 40

Pretium Solutions

JANUARY 4, 2012

A previous call with this particular company did not go so well because I wasn’t prepared with documentation, and I did not want to go through that pain again. The customer service agent who took my call was very warm and friendly and actually quite helpful. Not surprisingly, a different customer service agent answered my call.

Customer Service 40

Customer Service Customer Experience Customer Retention Customers 40

Pretium Solutions

JANUARY 4, 2012

A previous call with this particular company did not go so well because I wasn’t prepared with documentation, and I did not want to go through that pain again. The customer service agent who took my call was very warm and friendly and actually quite helpful. Not surprisingly, a different customer service agent answered my call.

Customer Service 40

Customer Service Customer Experience Customer Retention Customers 40

ProProfs Chat

MAY 6, 2020

Customer Experience Training Success Statistics. 60% of companies have expanded their focus on contact center efficiency, while 65% of contact centers track their efficiency efforts. (Source: Call Miner ) Tweet this. And constant improvement helps them keep their customers delighted with their services. 56% of U.S. 56% of U.S.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Pretium Solutions

JANUARY 1, 2012

Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. The key difference is how you focus your company.

Customer Centricity 49

Customer Centricity Loyalty Handbook Policies 49

ijgolding

SEPTEMBER 2, 2015

I myself have written about Ryanair on three separate occasions: In September 2012, I wrote about Ryanair ‘having the most consistent Customer Experience on the planet’ . In April 2014, I wrote a Customer Experience Review of Ryanair – they did not fare so well! Do I think Ryanair has changed?

Airlines 120

Airlines Travel Financial Customer Experience 120

Pretium Solutions

JANUARY 1, 2012

Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. The key difference is how you focus your company.

Customer Centricity 40

Customer Centricity Loyalty Handbook Policies 40

Pretium Solutions

JANUARY 1, 2012

Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. The key difference is how you focus your company.

Customer Centricity 40

Customer Centricity Loyalty Handbook Policies 40

Pretium Solutions

DECEMBER 26, 2011

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012.

Customer Service 49

Customer Service Touchpoint Customer Service Representative Policies 49

SmartKarrot

FEBRUARY 16, 2022

Not just brand loyalty, CX is a key factor when making purchase decisions, customer retention, and even word-of-mouth advertising. Considering this importance, we have brought a list of 75 customer experience statistics to you. These will help you efficiently create an excellent experience for your customers.

Customer Experience 10

Customer Experience Social Media B2B e-support 10

Pretium Solutions

DECEMBER 26, 2011

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012.

Customer Service 40

Customer Service Touchpoint Customer Service Representative Policies 40

Pretium Solutions

DECEMBER 26, 2011

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012.

Customer Service 40

Customer Service Touchpoint Customer Service Representative Policies 40

Optimove

JANUARY 16, 2024

First, an overview of the State of the CRM Marketing Industry: Since our founding in 2012, we’ve understood that consumers go through a mix of rational, emotional, analytical, and illogical phases in their journey toward making a purchase. This highlights our efficiency, customer retention, and enhancement of customer order value.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

Gainsight

FEBRUARY 2, 2024

The customer success landscape has changed. Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process. As a result, it’s common for these customers to quickly abandon new platforms. In short, customer training leads to customer retention.

Training 52

Training Course Consulting Software 52

ProProfs Chat

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends. Let’s take a look at the stats below.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

SurveySensum

JULY 14, 2020

Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. She led CX company-wide for 11 years at Applied Materials. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ijgolding

JULY 19, 2016

However, I am a huge believer in the need to share experiences – both positive and negative – so that other customers may benefit from the knowledge gained from either the exceptional or disastrous experiences I have. You are reading that correctly – not a single CEO has actually responded to my contact themselves.

Customer Focused 120

Customer Focused Examples Customer Centricity Airlines 120

ijgolding

JULY 1, 2015

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. Just visiting their website sums up the ethos of the company – built around the ‘simple concept that the Customer Comes First’ – I love it.

Customer Experience 120

Customer Experience Travel Retail Infographics 120

Currency Alliance

DECEMBER 13, 2018

“the biggest 25 food-and-beverage companies…generated 45% of sales in the category in America but drove only 3% of the total growth” [i]. Personalization has been part of the loyalty game for years – but a surprising number of companies are still well behind in delivering on the promise. The Economist, November 2018.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Metrics Sales 0

Currency Alliance

MAY 9, 2019

The rapid evolution of the supply chain has allowed a few exciting technology companies to grow fast in recent years, unencumbered by irritants such as competitors, defined standards, and complex legacy priorities and business practices. In reality, few examples exist of companies that produce this magic. This phase won’t last.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Bold360

NOVEMBER 30, 2016

If you’ve spent any time on the web reading the latest insights on customer service and marketing, you’ve likely heard a lot of chatter about chat bots. Chat bots can be used with large-scale messaging apps such as Facebook Messenger or Slack as well as apps (either proprietary or third-party) integrated into a company’s website.

Chatbots 40

Chatbots Strategy Self Service ROI 40