CloudCherry

MARCH 19, 2018

Merely investing in a Customer Experience Management tool doesn’t suffice. When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. Why is this important? Not a lot of companies are doing that.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

CSM Practice

SEPTEMBER 16, 2021

Let’s take a closer look at customer lifetime value, how to calculate it, why it matters for customer retention, and how to improve these metrics to amplify the success of your business. What is Customer Lifetime Value? First, let’s start by defining customer lifetime value. How Can You Calculate LCV?

Connections 52

Connections Lifetime Customer Customer Retention Loyalty 52

Customer Enthusiast

NOVEMBER 26, 2017

Customer experience (CX) is the product of any interaction between an organization and a customer. Customer experience management (CEM) is the art and science of coaxing lifetime customer loyalty from daily transactions. Inherent in these related definitions is a reference to a customer interaction.

Customer Experience 53

Customer Experience CEM Lifetime Customer Hotels 53

ShepHyken

DECEMBER 26, 2016

My Comment: The internal customer is just as important (if not even more so) as an outside customer. Many successful leaders have created a culture that focuses on the belief that if you take care of employees first, they will better engage with customers and give them even better service.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Manager, Partner & Customer Experience.

Customer Success 76

Customer Success Meeting Lifetime Customer Consulting 76

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Bold360

MAY 26, 2020

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. omnichannel engagement) across the entire customer journey. Why is Customer Experience (CX) so important?

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Manager, Partner & Customer Experience.

Customer Success 48

Customer Success Meeting Lifetime Customer Consulting 48

Verint

DECEMBER 19, 2017

Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online Community.” While better customer service was naturally front and center at such an event, what we also examined was how communities can help build customer loyalty and brand trust.

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

BlueOcean

MAY 16, 2017

These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value. We know from experience that engagement is enhanced when agents know our clients by name and know that their experience on the frontline is heard and valued.

Contact Center 136

Contact Center Call Center Government Culture 136

Optimove

NOVEMBER 14, 2019

Arc’s offering allows brands to nudge the shopper down the path to purchase by creating contextually relevant omni-channel content, engagements and experiences that extend the reach and impact of physical and digital activations to drive sales and post-transaction loyalty. SendGrid processes over 45 billion emails every month.

Omni-Channel 40

Omni-Channel Multi-Channel Sports Ecommerce 40

Wootric

AUGUST 21, 2018

To put it simply, artificial intelligence is machine learning that uses data to improve operational efficiency and customer engagement. These smart assistants simulate intelligent conversation via messaging apps and can perform a multitude of tasks to heighten the customer experience. Undoubtedly it’s chatbots. Virtual reality.

Technology 58

Technology Customer Experience Chatbots Retail 58

Tricia Morris

MAY 26, 2015

If your brand focuses on consistent and authentic customer service and engagement both before and after the sale, a one-time customer can become a lifetime customer who also creates additional customers. If you use a channel for sales, also use it for customer service (and be just as responsive). •

Sales 40

Sales Customer Service Poor Customer Service Social Media 40

CSM Magazine

AUGUST 10, 2017

From the features you would like on a new toaster, to what makes you watch a new movie or box set, to what to call your Christmas Sandwich – customers are massively powerful brand touchstones. What used to be perceived as customer survey spam can now be really engaging and help brands to grow relationships.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Pretium Solutions

JANUARY 1, 2012

Satisfied customers aren’t enough. To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. Have a loyalty mindset.

Customer Centricity 49

Customer Centricity Loyalty Handbook Policies 49

Pretium Solutions

JANUARY 1, 2012

Satisfied customers aren’t enough. To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. Have a loyalty mindset.

Customer Centricity 40

Customer Centricity Loyalty Handbook Policies 40

Pretium Solutions

JANUARY 1, 2012

Satisfied customers aren’t enough. To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. Have a loyalty mindset.

Customer Centricity 40

Customer Centricity Loyalty Handbook Policies 40

BlueOcean

OCTOBER 4, 2021

Each contact represents an opportunity for your agents to deliver a differentiated customer experience that leads to loyalty from your subscribers—but it’s a challenging recipe to achieve. Engaging Your Frontline Agents. Keeping subscribers engaged (and loyal) requires equally engaged agents. Let’s explore.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

BlueOcean

OCTOBER 4, 2021

Each contact represents an opportunity for your agents to deliver a differentiated customer experience that leads to loyalty from your subscribers—but it’s a challenging recipe to achieve. Engaging Your Frontline Agents. Keeping subscribers engaged (and loyal) requires equally engaged agents. Let’s explore.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

MARCH 7, 2017

I’ve come to believe that in order to be truly successful deploying a customer-experience strategy, you fundamentally have to believe: In general, customers are honest and fair. Lifetime customer value is more important than any single transaction. Lifetime customer value is more important than any single transaction.

Lifetime Customer 214

Lifetime Customer Social Media Video Travel 214

Beyond Philosophy

DECEMBER 23, 2015

CCOs must understand marketing, sales, service, brand perceptions, and operations, of course, but their principal goal should be to deepen relationships, establish greater levels of trust, and build stronger customer loyalty behavior. Customer Insight, Data and Action Generation.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Totango

APRIL 23, 2019

As such, being able to accurately calculate your renewal rate gives you insight into your customer success team’s performance. Customer expectations are higher than ever, and if you can’t deliver lifetime customer value, then a relationship you’ve worked hard to build may just end in churn. Prioritize At-Risk Renewals.

How To 70

How To Effort Score Lifetime Customer Customer Success 70

Totango

OCTOBER 8, 2019

By being proactive, you can anticipate what is going to happen next and deliver value that the customer may not even realize they need. . It is important to focus on the future because that’s where the bulk of lifetime customer value lies, for both you and your customer. Making customers feel valued and heard.

Customer Success 60

Customer Success Strategy Lifetime Customer Software 60

Kristina Evey

JULY 5, 2018

Now… how many years is it reasonable to hope or expect that a happy customer would likely do business with you? That is the extremely simplistic calculation of your average lifetime customer value. So use the numbers in these studies and consider your average lifetime value of your customers and see the impact that makes.

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

Kristina Evey

JULY 5, 2018

Now… how many years is it reasonable to hope or expect that a happy customer would likely do business with you? That is the extremely simplistic calculation of your average lifetime customer value. So use the numbers in these studies and consider your average lifetime value of your customers and see the impact that makes.

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Helping businesses create lifetime customers, Donna is an acclaimed Customer Onboarding Expert, Author, and a Speaker.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Avaya

JUNE 18, 2018

Each interaction is critical and contributes to the overall lifetime customer experience that drives engagement, value and loyalty. Your entire organization needs to perform at the highest levels to support this end-to-end brand journey.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

SmartKarrot

JULY 26, 2021

Customer inputs/feedback should be taken seriously to improve CX. Keep your brand’s message simple and engaging. As businesses become more customer-centric , companies are focusing more on forming and training their internal resources to become CX specialists. Helps understand customer behaviors better.

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11

SmartKarrot

OCTOBER 1, 2021

Irrespective of whether you are a B2B or B2C business, it is imperative to inculcate a customer-centric approach to drive business, differentiate themselves from the competition, and inspire brand loyalty. With the help of these liquid expectations, customers have very little patience to tolerate bad customer experiences.

Customer Centricity 11

Customer Centricity Customer Journeys Customer Experience Net Promoter Score 11