ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Policies 54

Policies Customer Centricity Sales Entertainment 54

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 85

Customer Retention Customer Journeys Customer Success Strategy 85

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Case Study Social Media Feedback 52

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

InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. So the business decides to create a policy where 10% of all proceeds go directly to a refugee charity. Brands frequently provide deals that only apply when customers shop online.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

CSM Magazine

SEPTEMBER 8, 2023

In fact, recent research shows that 69% of agents reference background noise around them or customers as a key component of declining mental wellbeing. There are of course some brands who have this as a priority – and proactively keep the energy and morale high and truly reward their agents.

Brands 59

Brands Average Handle Time Call Recording Software 59

Lumoa

APRIL 4, 2023

You know which styles, colors, and brands that person likes, and you know how much they’re going to be able to spend on the watch. Customer profiles contain details on the type of content your target audience tends to engage with and the platforms they prefer to see it on. Do your customers share preferences or values?

Analysis 208

Analysis Customer Retention Customer Journeys Customers 208

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Brand experience is a very close concept to customer experience, except the latter, refers to how customers reflect on your company.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

CSM Magazine

OCTOBER 25, 2023

In this post, we delve into the elements of outstanding customer experience and how to apply them to the media and entertainment industry. The Importance of Customer Experience Customer experience (CX), is a customer’s overall impression of a brand throughout their entire journey.

Entertainment 52

Entertainment Customer Experience How To Social Media 52

Ian Williams

MAY 31, 2015

Today, many people come into customer experience from a number of different customer-related business disciplines, including Market Research, Web Development/ Digital / User Experience, Sales, Customer Service, Product Development, Channel Management, Branding and Marketing Communications.

Customer Retention 40

Customer Retention Insurance Customer Journeys Policies 40

Lumoa

JANUARY 2, 2022

Unhappy customers can potentially damage your brand’s perception, spreading negative vibes about your business and seriously tarnishing your brand reputation. In fact, a new study conducted by Oracle found that 88% of customers share their negative experiences with their friends and colleagues.

NPS 208

NPS Net Promoter Score How To Social Media 208

Feedbackly

MARCH 1, 2024

There’s no doubt that Customer Experience (CX) in 2024 is going to be ripe with some new changes and challenges, especially within the digital retail space. However, as the latest trends point out, one of the definitive factors that will alter the customer-brand relationship this year will be emotional experience.

Trends 59

Trends Metrics Policies Brands 59

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. In other words, failing to provide adequate customer service can be enough to trigger a negative NPS score and, consequently, drive customers away.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Comm100

FEBRUARY 23, 2021

Recommended for you: Winning Live Chat Training for Your Customer Service Team. Understand the importance of customer retention – and learn how to gain it. It’s common knowledge that it’s much cheaper to keep a current customer than it is to gain a new one. Are they making a special request that’s doable?

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Optimove

DECEMBER 7, 2023

By focusing on factors such as initial purchase quantity and efficient return management, you can enhance the customer experience and cultivate lasting relationships that extend well beyond the peak holiday shopping season. To leverage this insight for repeat business, make sure your company’s return process is seamless.

Loyalty 75

Loyalty How To Gamification Policies 75

Lumoa

NOVEMBER 17, 2022

Some of the trending tools and programs to help you offer outstanding online customer service include: A safe and secure website (with an SSL certificate ). Multiple customer support options. Clear and concise delivery and returns policies. Collecting customer feedback. Customer service training for employees.

e-support 208

e-support Customer Experience Social Media Chatbots 208

CSM Magazine

JANUARY 30, 2024

Amazon.com Amazon.com, the global e-commerce giant, has redefined the benchmarks of customer service. Their relentless pursuit of customer satisfaction is evident in their swift and dependable delivery services, hassle-free return policies, and easily accessible customer support.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Kustomer

JANUARY 11, 2022

Customer experience is the whole end-to-end journey that a customer has with the brand. Here are five strategies for smaller brands to deliver an exceptional, comprehensive customer experience: Data analytics is not just for large companies, in fact it can be a transformative tool for small business owners.

e-support 105

e-support Effort Score Retail Analytics 105

Kustomer

NOVEMBER 3, 2021

An evolution from the more commonly known, “database,” a knowledge base is a specialized library of information used to generate, maintain and deliver a range of company or brand documentation and functions. Knowledge bases have become increasingly critical to the virtual customer service space and to the overall success of a brand.

Knowledge Base 98

Knowledge Base Self Service Policies Consumers 98

GetFeedback

SEPTEMBER 24, 2019

Marketers are usually tasked with brand building, lead generation, and customer communications. B2B marketing expert Chris Ryan of Fusion Marketing Partners advises that, instead of just dealing with problems, CX could help marketing identify highly satisfied customers and “look for chances to make heroes out of your customers.”.

How To 150

How To ROI Policies Analysis 150

BirdEye

OCTOBER 11, 2023

For instance, a customer calling in may have just requested a quote on a life insurance policy online moments ago. An agent should be notified to review the details, make adjustments, and send a quote back to the customer via email or text. Streamline methods for customers to review and understand your policies.

Insurance 109

Insurance Industry Customer Experience Self Service 109

SurveySensum

MAY 25, 2023

tNPS or Transactional Net Promoter Score is used to gather customer satisfaction after a customer interacts with your business or after a transaction. It helps you improve your products and services, increase customer retention, and more. That’s why conducting tNPS surveys is crucial. When to use tNPS Surveys?

Net Promoter Score 52

Net Promoter Score Survey Insurance Effort Score 52

Oracle

FEBRUARY 13, 2019

Loyalty has traditionally been focused on rewarding customers for buying. The fundamental goal of these activities is, after all, customer retention because customer retention = profits. Even when creating customer acquisition strategies, the end goal is customer retention.

Trends 95

Trends Loyalty Loyalty Programs Retail 95

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 143

NPS Comparison Survey Net Promoter Score 143

delighted

MARCH 24, 2020

However, there is one area that absolutely should not be compromised: the customer experience. Because tough times for your company indicate tough times for your customers as well, it’s more important than ever for you to focus on customer retention and loyalty. How stepping up support impacts customer loyalty.

Customer Retention 42

Customer Retention Customer Experience How To NPS 42

CSM Magazine

MARCH 13, 2020

A win-back bot, used in combination with other chatbots such as a quote bot, and loyalty bot, can help to retain customers who are nearing the end of their contract and are at risk of switching to a competitor and can even help to entice back customers who’ve already left.

Self Service 64

Self Service Chatbots Contact Center Policies 64

Optimove

JANUARY 6, 2022

Advertising and branding not only come first in the funnel but also historically. After all, to do retention properly, and at scales almost as large as a highway billboard, marketers had to wait for the right technology to arrive. 77% are likely to stay with a brand with a loyalty program. First, because it was here first.

Loyalty Programs 98

Loyalty Programs Ecommerce Advertising Loyalty 98

GlowTouch

JUNE 19, 2021

Every interaction our contact center agents have is an opportunity to make an impression and uphold a client’s brand. Done right, service and support are vital to customer retention. A fast-growing field is that of Customer Success Manager and many companies put more emphasis on that role than on hiring salespeople.

Sales 52

Sales Contact Center Customer Retention Policies 52

Qualtrics

DECEMBER 9, 2020

As we look ahead, to remain competitive over the next decade businesses will realign their operations around XM by embedding these same CX capabilities across every core business pillar - customer, employee, product, and brand. Iconic brands finding a competitive advantage with XM. ANZ: The design & delivery of XM.

Competitive Advantage 32

Competitive Advantage Brands Government Financial 32

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 131

Net Promoter Score Omni-Channel Company NPS 131

ProProfs Chat

SEPTEMBER 25, 2018

All those opportunities will only come knocking at your door when you nurture your existing customers by providing best customer service. Your competitors are smart, and they are always going to try and pry your customers away from you. Providing the best customer service will. Improve your customer retention rate.

Tips 90

Tips Customer Service e-support Social Media 90

CSM Magazine

JUNE 8, 2023

Excellent customer service is critical to the long-term success of any business. Companies boost their reputation and brand image and build loyalty by treating customers right. That gives companies with stellar customer service a serious competitive advantage. That’s literally money in members’ pockets.

Exceptional Customer Service 52

Exceptional Customer Service Company Customer Service Airlines 52

SurveySparrow

AUGUST 14, 2023

We’ve all been there—experienced a bad customer experience (CX) that leaves us feeling disappointed and even reluctant to return. Bad customer experiences can have far-reaching consequences, impacting customer loyalty, brand reputation, and ultimately your bottom line. It includes every touchpoint and engagement.

Omni-Channel 52

Omni-Channel Examples Customer Experience Self Service 52

ShepHyken

OCTOBER 6, 2022

Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping. And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience.

Customer Journeys 70

Customer Journeys Effort Score Touchpoint Customer relationships 70

ShepHyken

DECEMBER 14, 2018

Some of the biggest concerns among the CX professionals were the loss of customer trust (54 percent) and a diminished brand reputation (46 percent). Over three quarters (76 percent) of our respondents told us that they do have routing IT policy procedures. The risk of a data breach is also ranked as a major threat (54 percent).

Customer Experience 104

Customer Experience Policies Government Customers 104

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 102

Net Promoter Score Company NPS Effort Score 102

ijgolding

AUGUST 3, 2018

Founded in 1988, FatFace is a brand that has been a firm feature on the UK high street since 1992, with over 230 stores and an online presence – they describe themselves as a multichannel retailer (as many do). ‘Our returns policy for sales items is 15 days’, we were told.

Case Study 191

Case Study Retail Study Policies 191