Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Adrian Swinscoe . Annette Franz . Donna Weber .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? A customer isn’t a customer until they purchase something from you, right?

Engagement 179

Engagement Social Media Sales Loyalty 179

CSM Magazine

JANUARY 30, 2024

Laura Reynolds and Mark Anderson offer compelling viewpoints that highlight the evolving landscape of customer-centric practices. Dr. Reynolds, a leading researcher in customer satisfaction, emphasizes the shift towards proactive customer engagement as a distinguishing feature of customer-focused companies.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? A customer isn’t a customer until they purchase something from you, right?

Engagement 110

Engagement Social Media Sales Loyalty 110

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Storyminers

MAY 21, 2020

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 147

Culture Voice of Customer Fashion Strategy 147

ShepHyken

OCTOBER 24, 2022

(Dan Gingiss) Why do customers love certain brands but not others? Or is it strategic, based on an intentional focus on customer engagement? My Comment: My friend and fellow customer experience expert, Dan Gingiss, shares his take on a Talkwaker’s new Brand Love Index. Who doesn’t want their customers to love them?

Customer Service 52

Customer Service Retail Course Customer Service Training 52

delighted

JANUARY 7, 2021

Creating a customer journey map can help you and your company visualize how customers feel at all brand touchpoints so you can avoid potential issues ahead of time, increase customer retention, and discover key information to make the best decisions for your business. Customer journey map design.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

ShepHyken

MAY 15, 2017

There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. Retention is tough, and client growth is even harder with fickle clients and fleeting loyalty.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ProProfs Chat

DECEMBER 22, 2019

To set your brand above and beyond, you need to develop smart customer services , which ultimately focus on providing not just active, but proactive customer service along with offering a high-quality product at affordable prices. . Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

ProProfs Chat

SEPTEMBER 20, 2019

Having understood the importance and purpose of customer service in the business, let us dig deep to learn why it is the primary stepping stone to your business success. Improves Customer Retention Rate. When you acquire a new customer, it costs you five times more than retaining an existing one. It is Glassdoor.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

Confirmit

SEPTEMBER 22, 2019

NPS increased by 11% due to heightened customer focus and improvement initiatives that significantly reduced costs. Customer experience focus has seen guest satisfaction rise by 3.8% Every 1% increase in OSAT has equated to a 13% reduction in escalated complaints and a 15% cost saving as a result of customer retention.

Multi-Channel 40

Multi-Channel NPS Travel Case Study 40

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Storyminers

JULY 29, 2018

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 100

Culture Voice of Customer Fashion Strategy 100

Verint

MARCH 28, 2018

Emerging technologies have significantly transformed customer engagement in recent years, from the rise of mobile reducing face-to-face communication, to artificial intelligence (AI) driving innovation across a range of sectors. Failure to do so will ultimately hurt their customer retention rates.

Chatbots 29

Chatbots Social Media Innovation Customer Retention 29

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

ShepHyken

SEPTEMBER 30, 2019

What is Customer Engagement: Strategy, Examples, and Tips by Brayn Wills. CustomerThink) Actively engaged customers spend more money, participate in branding initiatives, and often become your company’s best brand advocates. How To Boost Customer Retention Effectively Using Video by Koushik Marka.

Customer Service 17

Customer Service Contact Center eBook NPS 17

ClearAction

NOVEMBER 12, 2017

What does it really mean to “walk the customer experience talk”? An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. It’s about top management demonstrating an unquenchable thirst for customer insights. Center your thinking on customers.

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

Totango

MAY 21, 2019

Plus, retaining a following of customers gives you a good brand image, as it shows that your company is capable of inspiring loyalty. So, instead of always seeking new customers, focus on keeping existing customers happy and preventing churn. In that way, escalations can actually help you form a deeper bond with your customers.

How To 86

How To Customer Centricity Customer Success Advertising 86

Verint

FEBRUARY 2, 2018

Verint’s Nancy Porte, vice president, global customer experience, will be part of a panel presenting “Customer Experience, Customer Success, Customer Retention: Are They All the Same?” from 4 to 4:45 p.m.

Marketing 23

Marketing Customer Retention Brands Customer Success 23

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Avaya

SEPTEMBER 6, 2018

Sustainable, agile transformation should work to elevate VoC by capturing customers’ expectations, preferences and aversions. Without a successful VoC program, it’s nearly impossible to create value-driven, customer-focused change. It just won’t work. How are companies doing when it comes to VoC, then?

Communication 43

Communication Customer Expectations Survey Touchpoint 43

Service Untitled

JANUARY 10, 2011

Writer Bio: Kathy Clark is an MBA who is passionate about helping small business owners see their vision come to life by creating corporate infrastructures that support business development and growth through strategic customer focus. Rules of customer engagement In the 1950′s, Noel Coward coined the phrase, “The show.

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

ProProfs Chat

MAY 6, 2020

This customer experience fact is indicative of those customers who do not mind spending more on a brand that offers the best customer service experience. So, make sure that you are solely focused on providing the best possible experience. This clarifies the relationship between customer engagement and experience easily.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Verint

JANUARY 25, 2018

In today’s ultra-competitive market, Customer Experience (CX) is a strategic imperative that is helping market leaders aggressively grow their business through new customer acquisition and existing customer retention.

Omni-Channel 28

Omni-Channel Customer Retention Voice of Customer Feedback 28

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

ChurnZero

JANUARY 15, 2021

The Zoom meeting bar is rising, so Customer Success leaders should be helping their teams prepare to look and sound their best from home, even if their “office” is a utility closet! Customer Success will shift from product- to customer-focused strategies. Bigger budgets for Customer Success.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

CSM Magazine

JUNE 21, 2018

Research shows that high employee engagement leads to better customer engagement. Recently, a company shared with us that they survey their customers twice a year. Unless a company begins at startup with a zealous customer focus, there is practically no chance for improvement without a consulting partner.

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

Verint

OCTOBER 24, 2017

In a study by Aberdeen Group, companies who used an online community experienced greater year-over-year customer lifetime value, customer retention rate, website conversion rate, and annual company revenue. An online community provides tangible business benefits throughout your organization.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

SmartKarrot

MAY 28, 2021

Ensuring customer success will mean that the entire company should be tuned to be customer centric. This type of a mindset shift will cause customer retention and long-term relationships. The need for customer success in service companies-. Customer Success Approach for Service Companies. contact-form-7].

Customer Success 10

Customer Success Company Net Promoter Score Effort Score 10

SmartKarrot

JANUARY 25, 2022

You can minimize customer and revenue churn to increase NRR. You need to design programs that help adoption, engagement, and customer retention to boost customer health. Concentrates on the customers while creating account success plans. This will automatically improve revenue performance.

Customer Success 19

Customer Success Effort Score Metrics Measurement 19

Verint

SEPTEMBER 21, 2017

greater year-over-year growth in annual company revenue, and enjoyed an 88 percent customer retention rate vs. 43 percent for all others surveyed. For example, Aberdeen Group research found that next-generation back office groups met their quality service-level agreements 21x more often than all others surveyed, had 3.7x

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

SmartKarrot

JUNE 4, 2021

Role: Director of Customer Success Location: Denver Metropolitan Area, US Organization: Terrayn Dispensary Marketing As a Director of Customer Success, you will ensure high-quality value delivery of the marketing services to guarantee customer retention and customer success. Apply here: [link] Role: Sr.

Customer Success 10

Customer Success Net Promoter Score Leadership Insurance 10