Beyond Philosophy

NOVEMBER 10, 2014

There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Most of the emphasis should be on Customer measures (70%) while less emphasis on the internal measures (30%).

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

ProProfs Chat

SEPTEMBER 9, 2020

Why Is There A Buzz Around Customer Loyalty? Loyalty programs work because they are like a shortcut to customer retention which is a game changer for many businesses. According to the Pareto Principle , “20% of a brand’s existing customers are responsible for 80% of its future revenue.”. Net Promoter Score.

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Gamification 96

ClientSuccess

JUNE 8, 2022

As a modern customer success professional, you probably read all the books on delivering incredible customer experiences, follow all the thought leaders on LinkedIn who share tips and tricks on daily customer engagement, and check your favorite blogs regularly to stay up-to-date on industry trends.

Tips 52

Tips Return on Investment Effort Score Customer Retention 52

Beyond Philosophy

AUGUST 16, 2018

We do, though discuss dozens of theories on our weekly podcast and we even wrote a book about some of them! Here’s how: Six Questions to Help You Implement Your Customer Experience Theories. The Net Promoter Score (NPS) measures how likely a person is to recommend you to others. Otherwise, why bother?

Net Promoter Score 184

Net Promoter Score Effort Score NPS Consulting 184

Beyond Philosophy

NOVEMBER 18, 2014

Companies that have a Customer-centric culture do not require any one person to own the organization, it is as they say, part and parcel of the experience. Companies that are not there yet often have a Customer Experience executive on staff that coordinates the effort. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Beyond Philosophy

DECEMBER 31, 2019

Both said Customer Experience had stagnated despite all efforts and resources invested into it. Customer Experience was not showing the expected returns. The number two thing was customer retention. However, retention is essential, too. Is all of this time and effort worth it? . So, are you?

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

Waypoint Group

MAY 8, 2018

Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring. Our 20+ years experience in B2B Customer Feedback & Engagement has identified a clear way to accelerate expansion bookings and reduce churn. Download the paper at [link].

Effort Score 40

Effort Score B2B Customer Retention Examples 40

Hello Customer

JUNE 16, 2022

To evaluate your current CX, you’ll need to capture data that lets you measure relevant customer experience metrics such as NPS, CSAT, or CES with a voice of the customer program. NPS (Net Promotor Score) gives you insight into customer loyalty. CES (Customer effort Score) gives you insight in your customer convenience.

Retail 52

Retail Customer Experience Effort Score Omni-Channel 52

Beyond Philosophy

OCTOBER 14, 2014

Superior Customer Experiences require a two-way dialogue with your Customers. So when you are communicating with your Customers, listen to what they say about data, their safety, and your marketing efforts. Colin is an international author of four best-selling books and engaging keynote speaker.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth. This should align with your company’s overall business strategy.

B2B 98

B2B Customer Experience Roadmap Culture 98

Answer Dash

DECEMBER 7, 2019

A positive experience doesn’t just result in customer happiness but also leads to increased revenue. Let’s explore what customer experience means, and how to measure your key customer experience metrics. What’s Customer Experience? Let’s imagine that you’re booking a room at a hotel. The rating scale is from 0-10.

Metrics 79

Metrics Measurement Customer Experience Net Promoter Score 79

Thematic

APRIL 3, 2024

By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. Here are the crucial steps to transform customer feedback into tangible business improvements. Effort: Evaluate the resources required (time, money, cross-team collaboration) to execute changes.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

ChurnZero

JUNE 12, 2020

“If you don’t prioritize your life, someone else will,” writes Greg McKewon in his book Essentialism. Customer Success Around the Web. 4 New Rules for Customer Retention in 2020 – Find out how to keep stressed out, panicked, and preoccupied customers on board.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

Gainsight

MAY 6, 2020

The effects are increased pressure on customer retention, upsells, and expansion. When the risk to your book of business is changing in real-time, where is the first place you look for solutions? We know buying decisions are difficult right now, but we also stand behind the fact that Customer Success is existential right now.

Technology 52

Technology Customer Success Effort Score Return on Investment 52

Hello Customer

JUNE 16, 2022

To evaluate your current CX, you’ll need to capture data that lets you measure some customer experience metrics such as NPS, CSAT, or CES. These metrics give you more insight into customer satisfaction, effort, and loyalty. However, these scores on their own have little meaning: a score is nothing but a number.

Retail 52

Retail Customer Experience Omni-Channel e-support 52

CSM Practice

MAY 28, 2020

A fixed amount is paid with a variable component based on individual Customer Success Manager performance. There is more individual accountability for performance and Customer Success Manager can be enticed to focus their efforts on core performance objectives. Number of bookings. Customer Health Score.

Customer Success 126

Customer Success Management Metrics Effort Score 126

Beyond Philosophy

JULY 14, 2015

If one side has to make all the effort, it’s not a productive, equal, or fruitful relationship. This method is not the way to set up a relationship that is open and honest with your current and future customers. 2: Your Customer retention plan includes penalties or fines if they want to end the relationship.

Customer relationships 60

Customer relationships Net Promoter Score Effort Score Customer Centricity 60

Pointillist

MARCH 20, 2020

The team estimates that rolling out the new automated system to all customers could save $14.1M Leverage Journey Analytics to Understand What’s Driving Customer Effort Scores A health insurance company seeks to understand why their customer effort scores (CES) are so high for newly enrolled members trying to set up automated premium payments.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Thematic

MAY 19, 2022

Here are the four steps to follow: Collect: Gather customer and product feedback from a range of sources. Feedback data can include everything from social media mentions, customer surveys (CSAT, Net Promoter Score), direct feature requests and support tickets. Can you see why your NPS score has changed?

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

Wootric CX Blog

APRIL 22, 2019

As purveyors of customer experience management software, we are fans of using the Net Promoter Score (NPS) system to boost customer happiness. NPS is the wildly popular customer loyalty metric that is used by Fortune 500 companies and startups alike to building customer centricity.

NPS 40

NPS Net Promoter Score Effort Score Touchpoint 40

ijgolding

MAY 20, 2015

The company was named ninth on Business Week’s top 25 companies customer service list in 2007. It was therefore no surprise that when I myself became a customer of my local Enterprise branch in Chester, North West England, I was very pleased with the Customer Journey I experienced. Most of all, I TRUSTED them.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

SmartKarrot

NOVEMBER 24, 2022

Ensure alignment between CS/BDE teams to support books of business and client partnership growth. Cultivate a wildly successful Customer Success Manager team who serve as highly valued, trusted advisors to utility executives, end users, and other S&S champions.

Customer Success 19

Customer Success Net Promoter Score Effort Score Customers 19

Kustomer

JULY 1, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Tom Rieger from NSI , to learn about customer retention through enhancing wait times. Your first call resolution is going to tank and your cost just doubled in an effort to save a penny in wait time.

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98

Lumoa

SEPTEMBER 11, 2023

Consider the following scenario: A customer learns a new airline will be operating flights in their city. Their customer experience will begin long before they board their first flight with the new airline. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

Consider the following scenario: A customer learns a new airline will be operating flights in their city. Their customer experience will begin long before they board their first flight with the new airline. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

ChurnZero

AUGUST 24, 2018

The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Topics discussed included: • Processes that can help drive customer retention. The total financial impact of customer retention. SaaS metrics the CFO and CS leader both need to know. •

Customer Success 61

Customer Success NPS Customer Retention Financial 61

Waypoint Group

JANUARY 14, 2015

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results. I constantly hear things like, “Our average score has moved from 8.25 ” Or, “Our average score for tech support is 6.72 to 8.31 — we are improving!”

B2B 40

B2B Net Promoter Score Effort Score NPS 40

Beyond Philosophy

JULY 7, 2015

When it comes to measurement of your Emotional Signature work for your Customer Experience, a great place to start is with the Net Promoter Score (NPS). The NPS is a tool designed to measure the loyalty of your Customers. Colin is an international author of four bestselling books and an engaging keynote speaker.

Net Promoter Score 60

Net Promoter Score Effort Score NPS Loyalty 60

InMoment XI

APRIL 3, 2024

Being online with your business evens the playing field; having a great digital customer experience puts your brand on top. Factors that Impact Digital Experience Because digital experience is an extension of customer experience, it is shaped by many of the same factors. Availability Does the touchpoint conform to user time demands?

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

WorkOutLoud

JANUARY 23, 2018

Article Summary: There is a strong correlation between Customer Retention and a positive Customer Experience, and an even more direct correlation between Customer Churn and a negative experience. There is an even more direct correlation between the loss of a customer, or churn, and a negative experience.

Customer Experience 40

Customer Experience Self Service Social Media Multi-Channel 40

Education Services Group

MAY 27, 2022

This type of assessment gives you specific areas to focus on—the headlights of the van, if you will—by scoring you in specific categories (based on data points you provide about your business) and providing you a robust report with suggested action items from low scoring categories to mature the business.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

CustomerSuccessBox

MAY 17, 2021

So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers. So you’re growing and now want to scale up your customer retention and you’re contemplating automation. But automating every step is not the solution for scaling retention using customer success.

Customer Retention 52

Customer Retention Effort Score Analysis Touchpoint 52

Gainsight

OCTOBER 17, 2019

Sales: bookings, pipeline, etc. Customer Success: retention, health scores, etc. Just recently, we wanted to see how our Research & Development (R&D) efforts correlated to customer retention. “Product” can often be a complex and unwieldy topic.

Metrics 45

Metrics Meeting NPS Effort Score 45

SmartKarrot

APRIL 20, 2021

Drive value through customer retention, low levels of churn, and take a proactive approach to scaling the Customer Success and Implementation organization. Collaborate with other departments on customer retention strategies. Manage and track Customer Success activities for your portfolio of clients.

Customer Success 10

Customer Success Effort Score Customer Retention Customers 10

ChurnZero

MAY 1, 2020

Part of that quality score is how well your argument relates to your audience. Social proof is one of the six principles of persuasion outlined by Dr. Robert Cialdini in his seminal book Influence: The Psychology of Persuasion. In his book 27 Powers of Persuasion , message strategist Chris St. What is Customer Goodwill?

e-support 53

e-support Tips Chief Customer Officer Software 53

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110