Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

ijgolding

AUGUST 7, 2014

If you are looking for a quiet romantic place to meet up for a drink; a location to watch the football with your mates; or a venue to take the family for Sunday lunch, the multi purpose experience maker that is the British pub can tick most boxes. In 2014, a staggering number of 28 pubs are still being closed every week. Pub Visited.

Customer Experience 201

Customer Experience Customers Training Customer Retention 201

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. Episode Overview. She didn’t disappoint. About Catherine.

Leadership 0

Leadership Customer Experience Report Innovation 0

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Too many businesses worry about Shareholders first, automatically placing concerns for customers and employees lower down the list of priorities. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014.

Retail 290

Retail Financial Report Customer Retention 290

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. at an experience I had in a four star hotel in Johannesburg, South Africa.

Airlines 164

Airlines Hotels Customer Experience Connections 164

ijgolding

NOVEMBER 25, 2014

Fellow Customer Experience specialist, Dr Nicola Millard, once said that the best way to reprimand your misbehaving children is not to send them to their room – it is to remove their Wi-Fi!! In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it.

Social Media 212

Social Media Hotels Entertainment Retail 212

Lumoa

MAY 19, 2020

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Other research points to a slightly lower, but still an eye-popping loss of $44 billion.

How To 259

How To Multi-Channel Return on Investment Strategy 259

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

Verint

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday.

Customer Retention 36

Customer Retention Leadership Sales Innovation 36

ijgolding

MARCH 31, 2017

In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too! I took their offer and hung up.

Comparison 120

Comparison Customer Experience Airlines Travel 120

ijgolding

DECEMBER 17, 2014

Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. I prepared myself for a long wait.

Airlines 209

Airlines Company Customer Journeys Travel 209

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. The post Waterstones – Is it right to do whatever it takes to improve the business AND the Customer Experience?

Customer Experience 120

Customer Experience Retail Strategy Report 120

ijgolding

AUGUST 11, 2015

Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver experiences that get even slightly close to meeting our expectations? This story is just one of many that exist.

Industry 120

Industry Customer Experience Customers Customer Retention 120

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

ShepHyken

APRIL 18, 2017

Amy Downs on How Customer Obsession Can Drive Your Bottom Line. Are you obsessing about taking care of your customers? Shep Hyken interviews Amy Downs, Chief Customer Success and Happiness Officer at Lifesize, a connected video conferencing company, about why you should be obsessed about taking care of your customers.

Net Promoter Score 74

Net Promoter Score Effort Score Customer Retention Loyalty 74

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). In 2006, the most common reason customers visited a branch was to deposit funds. Maybe you could rebrand yourselves as UberBank?

Banking 48

Banking Customer Experience How To Financial 48

ShepHyken

AUGUST 22, 2016

Each week I read a number of customer service articles from various online resources. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process. My Comment: How can you increase customer retention?

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

One Millimeter Mindset

NOVEMBER 22, 2018

This year represents the culmination in an ongoing business pivot – my own leap of faith – I’ve been making since 2014. I work with associations and organizations, like yours, who want to leverage collaborative business models and profitable workforces to retain the customers and members you work so hard to win. .

Customer Retention 67

Customer Retention Sales Consulting Conference 67

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these?

ROI 75

ROI Net Promoter Score CEM Conference 75

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. 22% of customers think banks are all the same.

Banking 40

Banking Financial eBook Advertising 40

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. 22% of customers think banks are all the same.

Banking 40

Banking Financial eBook Advertising 40

ProProfs Chat

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. We have compiled the following list of customer service experts so that you don’t have to.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. When 72% of U.S. Fast-forward to 2021.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

CEM 60

CEM CRM Conference Employee Engagement 60

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Customer retention could generally be traced down to customer satisfaction.

Advertising 63

Advertising Customer Retention Customers Customer Journeys 63

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! Price alone was no longer enough.

Airlines 120

Airlines Travel Financial Customer Experience 120

GlowTouch

DECEMBER 4, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail 7 Questions to Ask Your Customer Support Vendor. Not to mention, choosing the right customer service vendor can give your company a competitive advantage and allow you to focus on the core of your business and product.

Customer Satisfaction 52

Customer Satisfaction Return on Investment Competitive Advantage Transportation 52

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. Of course, these examples are about the subconscious experience as none of these things make sense.

CEM 60

CEM Retail Consulting Conference 60

SurveySparrow

FEBRUARY 18, 2024

What is it that’s making you look for a Customer Thermometer Alternative? The team and I spent a whole day finding the best alternatives to this customer feedback platform. What is Customer Thermometer ? Customization is limitless with instant survey design options and an icon playground.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

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

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

CSM Magazine

FEBRUARY 28, 2018

In order to stay competitive, businesses need to create a user-friendly journey for their customers, regardless of what device is being used. Having a website that isn’t mobile-friendly in 2018 means you can say goodbye to leads and customers. Generate Customer Loyalty. Improve The Customer Journey.

Social Media 40

Social Media ROI Return on Investment Loyalty 40