ChurnZero

OCTOBER 30, 2020

We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. They want to be trusted business partners and work strategically with the customers,” says Olson.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Thematic

DECEMBER 5, 2018

A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). It goes without saying, but your existing customers are much easier to market and sell to. Facilitates sustainable growth.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Retently

JUNE 4, 2018

“It’s not the score that matters; it’s what you do with it to make promoters that really counts.”. The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. They make little or no efforts to appreciate their most profitable customer segment.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

Retently

AUGUST 22, 2018

However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience. In this article, we explore how Net Promoter Score® and data analytics can be used to dig deeper into customer issues and deliver better experiences.

Airlines 76

Airlines Customer Satisfaction NPS Net Promoter Score 76

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySensum

JULY 14, 2020

Aimee Lucas has over 20 years of experience in improving service delivery and transforming customer experiences through employee engagement and customer-centric process improvement initiatives. Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM).

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Amity

OCTOBER 31, 2016

Over time I was able to build a relationship with Randy to the point that in 2014, just as he was looking to build out the Customer Success team, he happened to give me a call. I think my first question to him might have been something like “what does Customer Success mean? The challenge from day 1 was scale.

Customer Success 0

Customer Success Customers Metrics Sales 0

ProProfs Chat

AUGUST 8, 2019

But you need to know that good customer service stories aren’t made in a day or two. Understand this, big names of each sector have worked for years to build a loyal customer base. By learning about every customer, their pain points, what they really expect and how they wish to see themselves when approaching a brand.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51