Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

InMoment XI

SEPTEMBER 14, 2015

Employee Engagement is a concern for any organization worried about customer retention and employee productivity. Companies want to know what they can do — what program they can roll out, what software they can implement— to increase employee engagement in order to improve customer satisfaction.

Engagement 200

Engagement Employee Engagement Customer Retention Customer Satisfaction 200

InMoment XI

SEPTEMBER 14, 2015

Employee Engagement is a concern for any organization worried about customer retention and employee productivity. Companies want to know what they can do — what program they can roll out, what software they can implement— to increase employee engagement in order to improve customer satisfaction.

Engagement 200

Engagement Employee Engagement Customer Retention Customer Satisfaction 200

InMoment XI

SEPTEMBER 14, 2015

Employee Engagement is a concern for any organization worried about customer retention and employee productivity. Companies want to know what they can do — what program they can roll out, what software they can implement— to increase employee engagement in order to improve customer satisfaction.

Engagement 200

Engagement Employee Engagement Customer Retention Customer Satisfaction 200

One Millimeter Mindset

OCTOBER 18, 2018

Why do initiatives on retaining customers still feel like a bunch of isolated actions? All throwing their professional efforts at the customer. Instead of in partnership with the customer. That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is linear.

Customer Retention 118

Customer Retention Resources Touchpoint Customers 118

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Feedbackly

MAY 2, 2024

During these times, even customers seek brands that offer value for their money. But did you know that having a strong customer experience strategy can help brands shine through the challenges? In fact, as per the latest CX trends , customer experience will be one of the top priorities of many businesses this year.

Financial 52

Financial Strategy Customer Experience How To 52

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? We want to fix that.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Service Untitled

JANUARY 10, 2011

These kinds of business decisions can affect the remaining employee’s ability to stay positive and not focus on the negative. Employees need to be actively engaged so they can add value to the organization. The customer experience can be significantly affected when employees are not engaged.

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

Happy or Not

DECEMBER 8, 2022

How can you encourage and enable your staff to be the driving force behind improving the customer experience? In this final chapter of our 4-part mini-series on how to convert customer feedback into business transformation, let’s focus on how to make change happen. ( And for them to do so, you need to ensure they feel engaged.

Customer Satisfaction 69

Customer Satisfaction Engagement Feedback Employee Engagement 69

Daniel Group

JANUARY 26, 2022

The Daniel Group’s extensive CX data effortlessly reveals the top three reasons to start a Customer Experience program at your B2B company that has nothing with online buzz. Right now, Customer Experience (CX) is one of those topics getting a lot of attention. If you do a Google search on Customer Experience, it returns 4.2

Customer Experience 105

Customer Experience B2B B2C Touchpoint 105

Kristina Evey

JULY 30, 2014

Put the Pieces of the Customer Experience Together with Customer Experience Mapping. Call it Customer Experience Mapping, Journey Mapping, Customer Touchpoints… The thing to understand is that the companies that use these practices recognize higher levels of customer satisfaction and customer loyalty.

Customer Satisfaction 192

Customer Satisfaction Loyalty Customer Experience Customer Journeys 192

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. Do customers really want to take your survey?

Customer Service 82

Customer Service Airlines Employee Engagement Rewards Programs 82

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Hallmark Business Connections

MAY 27, 2021

We care about our employees. We truly value our customers. ” Why Your Company is Still Getting CX Wrong (And How to Turn It Around) – Customer Think, May 2021. ” Why Your Company is Still Getting CX Wrong (And How to Turn It Around) – Customer Think, May 2021. Damasio 1994, LeDoux, 1988.

Video 92

Video Connections Customer Care Employee Engagement 92

Forrester's Customer Insights

JULY 14, 2023

Customer obsession – putting customers at the center of leadership, strategy and operations – is critical to business success. Customer-obsessed companies increase revenue, profitability, customer retention, and employee engagement faster than other firms.

Employee Engagement 26

Employee Engagement Customer Retention Leadership Customers 26

Feedbackly

NOVEMBER 17, 2022

Net Promoter Score (NPS) is a glorified metric in the field of customer experience. Sure enough, the simple question of how likely a customer is willing to recommend the business to others captures many aspects like satisfaction, loyalty, and retention rate. How Do I Make the Switch?

NPS 98

NPS Net Promoter Score How To Touchpoint 98

Happy or Not

OCTOBER 2, 2023

Looking for ways to help your organization achieve success, you’ll most likely stumble upon a very important question: “What do happy employees have to do with retaining customers?” While the impact of negative employees is clear, many managers are wondering if satisfied employees make happy customers.

Customer Service Representative 36

Customer Service Representative Customer Satisfaction Competitive Advantage Employee Engagement 36

Kustomer

SEPTEMBER 1, 2022

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. What Is Customer Service Strategy?

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

Strativity

AUGUST 19, 2014

AMSI) Customer Service Development Director, Tracy Riazzi and Strativity President Lior Arussy on Tuesday, September 10th as they discuss how they went beyond a score to change company culture and improve employee satisfaction, which in turn is driving higher profits and increased customer loyalty. Register Here.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. Answer the question: What is the experience we want to deliver for our customers? Data collection.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Whilst the transactional business is more interested in repeat purchases and their frequency, the subscription business is mostly interested in how long customers remain loyal.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Service Untitled

SEPTEMBER 8, 2010

Service Untitled The blog about customer service and the customer service experience. From the top senior levels, management is obligated to show they care about employees. With those thoughts in mind, shouldn’t senior management work on motivating factors to help employees maintain their business loyalty and commitment?

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

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

SurveyGizmo

FEBRUARY 14, 2023

First-to-market features drive deeper engagements to increase customer adoption, retention, growth, and advocacy. Alchemer Workflow leverages Alchemer’s award-winning heritage to deliver the fastest, easiest, most effective way to close the feedback loop with customers and employees. LOUISVILLE, Colo.

Feedback 52

Feedback Survey Employee Engagement Customer Retention 52

Storyminers

DECEMBER 22, 2017

If we understand our customers, how do we then improve customer experience? More often than not, an organization will analyze customer feedback, pick the most common denominator and seek to fix the problem quickly. First, there are concepts you need to get right internally: Your Customer Experience strategy.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

Kustomer

OCTOBER 14, 2020

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. 6 Ways to Maintain a Strong Customer Service Strategy.

Customer Service Strategies 105

Customer Service Strategies Self Service Strategy Customer Service 105

Feedbackly

OCTOBER 27, 2022

Through EVI® surveys, you can understand how customers perceive your business emotionally. EVI® is a metric that can effectively tap into customer feelings – a core element in decision-making. So, it is simple, straightforward, and requires less effort from the customer to answer. Here’s why it’s in the spotlight today!

Effort Score 98

Effort Score Customer Journeys Metrics Retail 98

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

SurveySparrow

JULY 26, 2023

Do you want to learn more about the wants and needs of your customers? Want to match customer expectations with your business strategies? In that case, you must adopt the Voice of Customer (VOC) solution. Think of VOC as a secret decoder ring that unlocks the minds of your customers. We’ve got you covered.

Voice of Customer 52

Voice of Customer Social Media Customer Journeys Competitive Advantage 52

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. It’s a simple concept, really. Some do both.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy! And, guess what?!

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ProProfs Chat

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Bad customer service has become a major business problem today. Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Improves Customer Retention Rate.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. This, in turn, leads to higher customer retention and increased profitability for the business. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center How To Call Center Gamification 78

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Here are my recommendations for must-see sessions: The Basics of Customer Experience.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100