Thematic

AUGUST 15, 2018

We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago. The ideal spot for everything customer experience . Check out the list of all of the speakers. Register here. See you there!

Strategy 59

Strategy Customer Experience ROI B2B 59

ReviewTrackers

MARCH 22, 2019

Customer retention in the insurance industry is important to reducing churn, which prevents billions of dollars lost in revenue. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. Reduce Customer Retention by Offering More than Insurance.

Insurance 50

Insurance Customer Retention Industry How To 50

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. One of the hottest topics at this year’s CCO is what a Customer Success program really means and how to get started.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

Comm100

NOVEMBER 29, 2021

In a global survey of executives by McKinsey that analyzed the level of investment in digital customer service, it has been found: “During the pandemic, consumers have moved dramatically toward online channels , and companies and industries have responded in turn. A good customer support agent is all of that, and more.

Trends 225

Trends Customer Service Chatbots Omni-Channel 225

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. In today’s world, many people are talking to each other via text messages such as customer care, Facebook messenger and generally on social media. Crypto-tokens and blockchains for messengers.

Chatbots 50

Chatbots Trends Technology Social Media 50

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Comm100

NOVEMBER 29, 2021

In a global survey of executives by McKinsey that analyzed the level of investment in digital customer service, it has been found: “During the pandemic, consumers have moved dramatically toward online channels , and companies and industries have responded in turn. A good customer support agent is all of that, and more.

Trends 166

Trends Customer Service Chatbots Omni-Channel 166

NICE inContact

DECEMBER 17, 2018

Gartner’s latest Magic Quadrant for CCaaS [i] highlights the importance of omnichannel customer service capabilities to consistently deliver the highest quality CX with every interaction. Improving customer retention and lifetime value. Accelerating growth with positive word-of-mouth. Download all 3 reports. [i]

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Call Experts

JULY 17, 2019

Every business needs a loyal customer base for uninterrupted growth. When customers are confused or underserved, it causes an immediate loss of revenue. Negative customer interactions destroy your recurring customer business, drive a decline in referrals, and can negatively influence market reputation.

Customer Experience 66

Customer Experience Call Center Contact Center Conference 66

inQuba

AUGUST 27, 2020

With GDP slashed, The 90% Economy is a world where building brand trust, digital engagement, and building customer rapport move to center stage in order to optimize customer retention and value. Level Up CX Summit is a 4-part series of interactive virtual events delivered by top international speakers. Michael Renzon.

Customer Journeys 80

Customer Journeys Consulting Customer Retention Meeting 80

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have exceeded customer expectations.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

Comm100

SEPTEMBER 13, 2021

For businesses, the benefits of digital transformation in customer service are many, including: Increased opportunities for engagement with potential customers. Improved customer experience, leading to increased customer retention. Consolidation of channels and data through connected omnichannel software.

Customer Service 233

Customer Service Social Media Omni-Channel Connections 233

Bob Hayes

MARCH 19, 2018

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Figure 2 applies this 5-step process to the problem of managing customer retention. Answering Questions about User/Customer Loyalty. Generate hypotheses.

Analytics 93

Analytics Loyalty Analysis Data 93

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. Visual engagement has been proven to be a transformative medium for providing customer care. Joan is a amatuer climber.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Kayako

FEBRUARY 14, 2018

In 2018, the vast majority of products on the market are pretty similar. When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? That means customers need a smaller incentive to come back and spend more.

Loyalty Programs 182

Loyalty Programs Loyalty Brands Retail 182

Call Center Pros

AUGUST 27, 2018

His startling conclusion: Even a small improvement in customer retention can double profits in your company. To Providing a World-Class Customer Experience by John R. Written by Dale Carnegie, the book contains the most essential principles of social interaction and highly effective techniques for dealing with people.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

CSM Magazine

DECEMBER 21, 2021

In fact, since 2018, when only 7% of US workers worked remotely as an option, that percentage has grown to 26% in 2021. For your organization, having AI installed on your website is a great interactive tool for employees and clients alike.

Retail 52

Retail Customer Retention Communication Tools 52

Bob Hayes

MARCH 19, 2018

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Figure 2 applies this 5-step process to the problem of managing customer retention. Answering Questions about User/Customer Loyalty. Generate hypotheses.

Analytics 74

Analytics Loyalty Analysis Data 74

CustomerSuccessBox

SEPTEMBER 7, 2021

With Customer Success teams who work on onboarding automation and efficiency to set their customers up for a strong initial footing, this will result in long-term success. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Data plays a vital role in customer retention and growth and hence in customer success.

Customer Success 96

Customer Success Trends Customer Journeys Touchpoint 96

ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. 80% of customers think the experience that a company provides is just as important as its products and services. • 57% of customers have taken their business to a competitor due to unsatisfactory customer service. • 67% would pay more for a better customer experience.

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

CSM Practice

MARCH 8, 2021

How can you define the current situation of the company, uncover core challenges and opportunities, develop and execute customer success strategies best fit for your organization? The Customer Success Executives Roundtable sessions are held second Tuesday of every month. . Despite the COVID-19 pandemic, Delphix performed well in 2020.

Customer Success 52

Customer Success Strategy Customer Journeys How To 52

ChurnZero

JANUARY 4, 2019

In 2019, Customer Success will rely on eliminating fragmentation and allowing people to access content and services seamlessly across all devices.” – Annie Dossey, Content Marketing Manager, Clearbridge. 13.) “ AI will become more customer facing to improve Customer Success in 2019. Take a look back here.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

ijgolding

AUGUST 12, 2018

Have you ever used social media (Twitter or Facebook) to interact with an organisation (when requiring customer service or help)? What customers ‘wanted’ in 2013, is unlikely to be remarkably different in 2018. Do you ever recommend organisations you have transacted with to friends, family or acquaintances?

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Second to None

APRIL 4, 2018

Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. How are retailers working to retain customers and maintain a loyal customer base?

How To 54

How To Retail Effort Score Voice of Customer 54

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

ChurnZero

FEBRUARY 7, 2020

Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018. 72% of Customer Success roles are in the Software & IT industry with other top hiring industries including Internet, Marketing, and Finance. This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success e-support Software Trends 64

Confirmit

MARCH 19, 2018

Last week I joined several of the Confirmit team at a new event organized by our friends at Engage Customer. On top of that, Customer Experience, Customer Analytics , and Customer Retention are all top of the list of Marketing agendas for 2018. Voice of the Customer Company.

Marketing 40

Marketing Customer Experience Customer Journeys Case Study 40

Fox Metrics

JUNE 25, 2020

It became popular on Facebook in 2018 and 2019 and has grown to become a sophisticated marketing tool that provides personalized and optimized customer experience. Interactive Content. Marketers rate interactive content as an effective way of engaging and educating customers according to an Outgrow Report.

Trends 111

Trends Marketing Social Media Advertising 111

ProProfs Chat

DECEMBER 12, 2019

what customers want, . The best way to do this is by reading customer retention statistics, and that’s what we have carefully curated in this blog. Here are 50+ customer retention stats that’ll give you insight into a customer’s mind. Why Customers Leave? what they don’t want, . PwC ) Tweet This.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

Education Services Group

JUNE 18, 2019

As of 2018, there were slightly over 30 million small businesses in the United States. To prevent that churn, you’ll need to spend much more time on customer retention — time you don’t always have when working with a larger number of smaller clients. The number of businesses with more than 500 employees? Only 120,000.

B2B 40

B2B Resources Customer Retention Customer Success 40

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

Banking 260

Banking Customer Experience Effort Score Financial 260

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.

Examples 221

Examples Customer Service Representative Customers Customer Service 221

ClearAction

OCTOBER 16, 2019

End-to-end customer journey context allocates Marketing resources and attention to maximize customer lifetime value. It’s a reminder that customer experience is cumulative : interactions are additive and forgiveness for mis-steps can be difficult and costly. 1 2018 NPS® & CX Benchmarks Report , CustomerGauge.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Team HGS

JANUARY 30, 2018

Analytics is a tool that can be used at every step of the customer journey—from assessing and benchmarking customer support to gauging the voice of your customer for actionable business and product decision making. As predicted by Gartner, this year 50% of agent interactions will be influenced by real-time analytics.

Analytics 69

Analytics Customer Experience e-support Insurance 69

One Millimeter Mindset

OCTOBER 22, 2018

Regardless of whether your organization has a customer loyalty App, or that “human” App actually is you, do you create memorable customer experiences? The type of experiences that reinforce customer success and customer retention? Or, is each interaction with your organization risky and inconsistent?

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

ChurnZero

JANUARY 4, 2019

In 2019, Customer Success will rely on eliminating fragmentation and allowing people to access content and services seamlessly across all devices.” – Annie Dossey, Content Marketing Manager, Clearbridge. 13.) “ AI will become more customer facing to improve Customer Success in 2019. Take a look back here.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49