Can You Afford NOT to Offer a Lifetime Customer Experience Warranty?

Wired and Dangerous

Lifetime warranties are a common feature of the product world. Lifetime warranties, as opposed to limited warranties, are designed to be bold statement communicating confidence in a product. What would a lifetime warranty look like for a customer service experience?

4 Ways To Preserve Customer Loyalty When Call Volume Spikes [SlideShare]

BlueOcean

From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration. Customer Service Outsourcing Lifetime Customer Value

Trending Sources

Measuring Customer Service Performance: Lifetime Customer Value

CSM Magazine

Don’t we all wish that customers came with a lifetime guarantee? In that perfect world, customer retention would be at 100% and customer turnover would be zero. Can Any One Contact Center KPI Boost Customer Lifespan? Customer Effort Score (CES).

Gratitude – Important for Independence Day and A True Measure of your Service Warmth*

Wired and Dangerous

It is always important and never more so than in today’s tough economy to make sure customers know unmistakably that you do not take them for granted. If all your customers exited tomorrow (which they certainly could), how well would you fare the day after tomorrow?

When things go wrong, how should you make it up to your customers?

NewVoiceMedia

No company wants to fail their customers, but at some point it’s going to happen. You’re going to mess up, or bad luck will mess you up, or a supplier will mess you up in the eyes of your customer. Solving an issue with a customer isn’t about fairness or justice.

Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?

BlueOcean

And a partner can make decisions with a comprehensive understanding of what’s important to your organization and your customers. These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value.

Help Customers on the Support Journey and up the Loyalty Ladder

Kayako

Think about your ideal experience as a customer. When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. Why is context missing from customer support journeys? Asking the customer less.

Study 42

Measuring ROI of Customer Centricity-Changes in Customer Value

CCO Council

Customer executives are regularly challenged to prove the value of their initiatives. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors. 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.

Demystifying customer experience

Customer Enthusiast

I was recently asked to clarify some service industry terminology that’s being used, often interchangeably, to describe customer experience. Customer experience (CX) is the product of any interaction between an organization and a customer.

7 Ways Customer Service Can Support Sales

Tricia Morris

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. Here are seven ways customer service helps support sales: .

Sales 29

5 Top Customer Service Articles For the Week of December 26, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service.

How to live happily ever after with your customers

LiveChat

A customer fell in love with your product, you made a deal, signed a contract, and now you both hope for many years together. But along the way, it’s easy for a customer to be amazed by the competition and try their service. Truly know your customers and tailor communication. “If

Sales skills every salesperson should master

LiveChat

The attitude you give out to a customer is the same attitude you will get back. If you love to sell, customers love you back. If you don’t like what you do, customers can see it, and they’re less likely to buy from you. One push too much and a customer can resign.

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Episode #2 – The ROI of Focusing on the Customer Experience - Transforming the Customer Experience

Kristina Evey

This episode focuses on the ROI of the Customer Experience using real world examples. Using the lifetime value of your customer is extremely important for everyone within your organization. If you don’t know your average lifetime customer value, I’ll walk you through how to determine that number here and what it can bring or cost your company. This episode focuses on the ROI of the Customer Experience using real world examples.

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

ijgolding

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. I carried on as a happy Enterprise customer.

Customer Engagement Strategies: How to Live Happily Ever After with Customers

LiveChat

A customer fell in love with your product, you made a deal, signed a contract, and now you both hope for many years together. But along the way, it’s easy for a customer to be amazed by the competition and try their service. Customer engagement strategies. So it happened.

When The Customer Is Wrong – Should The Business Be Right?

Michelli Experience

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer.

Top 10 Ways to Build a Customer-Centric Organization & Profitable Business

Pretium Solutions

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. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. Focus on Generating Customer Loyalty.

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer-related decision making is now knowledge-based, replacing intuition and guesswork.

The Rise of the Customer Insight Business

CSM Magazine

Being customer led makes for better businesses. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. Customer closeness doesn’t happen accidentally. It’s as simple as that.

Top 10 Ways to Build a Customer-Centric Organization & Profitable Business

Pretium Solutions

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. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. Focus on Generating Customer Loyalty.

Top 10 Ways to Build a Customer-Centric Organization & Profitable Business

Pretium Solutions

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. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. Focus on Generating Customer Loyalty.