InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. How does a company remain committed to providing first-rate customer service in an economic downturn? And that’s what makes it strong.

Financial 208

Financial Metrics Loyalty Customer Service Representative 208

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Customer Success Customers Communication 89

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. What is customer retention?

Social Media 322

Social Media Customer Retention Strategy Video 322

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Sales 107

Sales Loyalty Communication Contact Center 107

Joe Rawlinson

MARCH 8, 2023

All too many companies spend much of their energy and budgets on customer acquisition without investing sufficiently in customer retention. Now that you have customers, can you keep them? These tips might help you to do just that! Help Customers to Succeed Why do customers support your business?

Customer Retention 78

Customer Retention Tips Course Customers 78

CloudCherry

OCTOBER 25, 2018

Raju Nair – MD & Regional Head Customer Journey Experience – DBS Bank. Aylwin Tan – Chief Customer Solutions Officer – Ascendas-Singbridge. Alp Altun – Executive GM Transformation & Customer Operations – Asia IAG. You’re commanding the data of many millions of customers.

CEM 170

CEM ROI Metrics Call Center 170

CX Journey

JUNE 5, 2019

The good news is that you've embarked on a customer experience transformation journey. A lot of companies are, or claim to be, working to improve the customer experience, with little or no visible evidence. A lot of companies are, or claim to be, working to improve the customer experience, with little or no visible evidence.

Leadership 137

Leadership Culture Resources ROI 137

BlueOcean

AUGUST 14, 2019

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. We know you love your customers. And there’s nothing more you want than those customers to love you back.

Contact Center 174

Contact Center Customer Care Employee Engagement Culture 174

BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.

Contact Center 177

Contact Center Customer Care Measurement Report 177

CloudCherry

DECEMBER 1, 2018

Raju Nair – MD & Regional Head Customer Journey Experience – DBS Bank. Aylwin Tan – Chief Customer Solutions Officer – Ascendas-Singbridge. Alp Altun – Executive GM Transformation & Customer Operations – Asia IAG. You’re commanding the data of many millions of customers.

CEM 150

CEM ROI Metrics Call Center 150

SurveySensum

MARCH 7, 2024

This article aims to delve into the nexus between CSR and customer loyalty , exploring the ways in which socially responsible practices , such as considering CSR impact on customer loyalty, can enhance brand image, drive customer loyalty, and contribute to long-term business success.

Loyalty 52

Loyalty Competitive Advantage Connections Brands 52

CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. A customer experience transformation is a lot of work.

Strategy 151

Strategy Customer Experience Metrics Guidelines 151

CustomerSuccessBox

JUNE 28, 2021

But, the year 2020 has seen a boom in the Customer Success space, as a lot of SaaS businesses are now identifying Customer Success as a strong business imperative. The companies have realized the importance of customer success in an overall increase in revenue and profitability. Top Customer Success trends.

Customer Success 52

Customer Success Trends B2C Customer Retention 52

CX Journey

JUNE 5, 2019

The good news is that you've embarked on a customer experience transformation journey. A lot of companies are, or claim to be, working to improve the customer experience, with little or no visible evidence. A lot of companies are, or claim to be, working to improve the customer experience, with little or no visible evidence.

Leadership 80

Leadership Culture Resources ROI 80

Magellan Solutions

MARCH 5, 2023

As a business expands, it often needs to broaden its product lines and services just to meet the increasing demands of its customers. Among them are customer expectations, performance metrics, issues with the service, performance levels, and abandonment rate. Customers hate waiting.

Average Handle Time 98

Average Handle Time Abandon Rate Metrics Telecommunications 98

SurveySensum

SEPTEMBER 21, 2023

There are two companies A and B having similar numbers of customers and both want to increase their business. Company A, decided to run a substantial marketing campaign, investing hundreds of dollars in hopes of acquiring new customers. Unfortunately, the campaign only yielded two customers, generating a total of $50 in business.

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation. Managing the positive impact of a viral moment is key to getting those new customers to come back.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

Gainsight

APRIL 15, 2022

But this is more than just a revenue transformation. . The power dynamic has flipped from vendors to customers. Customers have more control than ever before, and companies that don’t build their offerings with the customer at the center will be left behind, sooner rather than later. . Here’s how to make that happen. .

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Oracle

APRIL 15, 2021

Customer experience (CX) has quickly evolved to become a major priority for organizations. Annual reports on CX are replete with growth projections and statistics that quantify its critical importance to modern customer acquisition and retention strategies. Customers want convenient communication.

Loyalty Programs 94

Loyalty Programs Poor Customer Service Loyalty Omni-Channel 94

Gainsight

JUNE 22, 2022

That’s because, in a recurring revenue business model, selling comes with a high customer acquisition cost (CAC) that eats into customer lifetime value (CLV) and does nothing to increase net retention rate (NRR). This trend is about commitment. In other words, adopt a product-led growth (PLG) model.

Trends 52

Trends Metrics Report Software 52

Optimove

FEBRUARY 16, 2023

With new marketing challenges aplenty, like rising energy costs, inflation, and economic uncertainty on top of, you know, just your everyday uncertainty, marketers had to step it up and find new ways to meet their goals. We call that Customer-led Marketing. We call that Customer-led Marketing. The essence?  Some numbers?

CRM 52

CRM Sports Marketing Apparel 52

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

CSM Magazine

SEPTEMBER 29, 2022

This expansion is being fueled by exciting new client acquisitions as KM 2 increasingly gains ground as the nearshore outsourcing partner of choice by many major corporations and Fortune 500 companies in the United States. This new growth is a testament to the quality and dedication of all our team members in the region.

Contact Center 59

Contact Center Telecommunications Ecommerce Hospitality 59

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? It can also quickly become a costly talent acquisition problem. It may be time to take a closer look.

Contact Center 88

Contact Center Gamification Measurement Training 88

Strativity

SEPTEMBER 22, 2022

Material’s acquisition of Srijan represents an investment in our commitment to shaping experiences and deepening relationships. Material’s acquisition of Srijan represents an investment in our commitment to shaping experiences and deepening relationships. Srijan is that missing link.

Culture 52

Culture Leadership System Technology 52

GlowTouch

JUNE 19, 2021

Sales and Retention. We understood the value of the ‘customer experience’ before it became a buzzword. The examples below reflect the belief that the best customers are the ones you already have. Doubled sales-per-agent and improved retention for a web hosting firm. We've created this form just for you. First Name.

Sales 52

Sales Contact Center Customer Retention Policies 52

Help Scout

APRIL 27, 2021

Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. more than the same percentage increase in acquisition, and 3.3% more than the same percentage increase in retention. more than the same percentage increase in acquisition, and 3.3%

Strategy 94

Strategy B2B Marketing Metrics 94

Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. That’s why customer retention is so vital for businesses of every stripe. What does that mean?

Customer Retention 123

Customer Retention Loyalty Strategy Loyalty Programs 123

Experience Investigators by 360Connext

DECEMBER 11, 2014

Full of energy and passion, they are warriors committed to taking down the tired, old big companies. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Strategy needs to be a balance between what the business wants and what the customer wants.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Gainsight

JUNE 9, 2021

Just two years ago (has it really been two years?!), The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. It was not just the thrill of gathering some of the most outstanding thought leaders in CS.

Entertainment 98

Entertainment Customer Success ROI Trends 98

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. If you missed the webinar, you can watch it on-demand.

Metrics 98

Metrics Course Customer Success NPS 98

CX Journey

FEBRUARY 10, 2015

Image courtesy of JSF0864 Is your customer acquisition (and retention) strategy based on discount pricing? Discounts might be working well to bring customers in the door, but do they stay after they''re in? A couple weeks ago, I wrote a post about the phenomenon where customers buy on price but also leave on price.

Course 80

Course Customer Retention Strategy Loyalty 80

Gainsight

OCTOBER 30, 2018

Churn is what folks in the subscription economy community call the percentage of customers that leave after subscribing to your product. These types of businesses rely on customers renewing and expanding their contracts, so closely following churn can be a huge indicator of company health. Probably just the wind. Dogs barking?

ROI 61

ROI Customer Retention Social Media Roadmap 61