Beyond Philosophy

NOVEMBER 9, 2023

Why customer satisfaction is not improving on a large scale is complex and nuanced. It may result from rising customer expectations. I have long been an advocate of focusing on customer retention over acquisition. However, my pessimistic side is still surprised that few organizations focus on customer retention.

Customer Satisfaction 78

Customer Satisfaction Customer Retention Course Sales 78

ClearAction

OCTOBER 16, 2019

Strong customer experience performance in the post-purchase phases yields better customer references, case studies, and referrals. Continuity of customer expectations management from Marketing to Sales to Operations simplifies customer retention and reduces the burden on Customer Service and Customer Success.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

CSM Magazine

NOVEMBER 6, 2016

In recent years, increasing competition and the advent of new technologies have given rise to growing customer expectations, meaning the importance of customer service in business is more important than ever. Mats Rennstam is MD at Bright UK and has more than 20 years’ experience in the customer service and research industries.

Financial 40

Financial Chief Customer Officer Net Promoter Score Effort Score 40

Beyond Philosophy

JUNE 4, 2015

Every function that delivers experience is ‘closed-loop’ and 360 degree, carefully maintaining a balance between customer expectations and what is actually executed. Starbucks might make more money selling Pepsi, but they don’t. In his 2010 book, Marketing 3.0:

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Service Untitled

APRIL 19, 2010

As companies survey customers however, it is important to note that customers expect the responses they give to produce observable results. If the surveys fail to listen to the customer responses and suggestions, and no changes are produced, those customers are not likely to continue to participate.

Customer Satisfaction 41

Customer Satisfaction Survey Groups Social Media 41

SurveySensum

SEPTEMBER 8, 2023

In 2006, Bain & Company conducted thorough research on Dell’s detractors and promoters. Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million. They found that on average, a consumer is valued at $210 to Dell.

NPS 52

NPS ROI Social Media Effort Score 52

ProProfs Chat

FEBRUARY 13, 2020

And when customers get their desired discounts and offers, they tend to purchase more from the same brand and spread the word amidst their known ones. A decade long survey from 2006-2016 examined the growth trends of loyalty programs in the US and found that memberships have grown from 3.3 Customer Loyalty & Retention.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109