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

CSM Magazine

FEBRUARY 27, 2020

Royal Bank of Scotland manages 17 million customers but managed to raise its Net Promotor Score by 18 points unanimously after deploying AI while US telecommunications giant Sprint achieved a 14% increase in customer retention in just six months, simultaneously overcoming an industry-high in turnover rates.

Telecommunications 59

Telecommunications Automotive Transportation Guidelines 59

Optimove

JANUARY 16, 2024

First, an overview of the State of the CRM Marketing Industry: Since our founding in 2012, we’ve understood that consumers go through a mix of rational, emotional, analytical, and illogical phases in their journey toward making a purchase. Gartner also noted that Customer-Led Marketing is becoming the predominant method.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

Pretium Solutions

JANUARY 4, 2012

Or just rewarding my four years of consistently made on-time payments with a Low-Effort Customer Experience ? I believe the question that service providers who care about customer retention , customer satisfaction and (dare I say it, even customer or brand loyalty ?) appeared first on Pretium Solutions.

Customer Service 40

Customer Service Customer Experience Customer Retention Customers 40

Pretium Solutions

JANUARY 4, 2012

Or just rewarding my four years of consistently made on-time payments with a Low-Effort Customer Experience ? I believe the question that service providers who care about customer retention , customer satisfaction and (dare I say it, even customer or brand loyalty ?) appeared first on Pretium Solutions.

Customer Service 40

Customer Service Customer Experience Customer Retention Customers 40

Pretium Solutions

JANUARY 4, 2012

Or just rewarding my four years of consistently made on-time payments with a Low-Effort Customer Experience ? I believe the question that service providers who care about customer retention , customer satisfaction and (dare I say it, even customer or brand loyalty ?) appeared first on Pretium Solutions.

Customer Service 40

Customer Service Customer Experience Customer Retention Customers 40

Education Services Group

NOVEMBER 19, 2019

The company folded in 2012. These days, the hot topic across the corporate world is Customer Success, and unfortunately, many executives are slapping the CS label onto existing departments without really examining what that means. In Sasson’s words, “management’s reaction was, ‘that’s cute, but don’t tell anyone about it.’”

Customer Success 40

Customer Success Social Media Customer Retention Customers 40

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

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. Increasing customer retention rates by 5% increase in profits anywhere from 25% to 95%. (Sources: Bain & Company ) Tweet this. higher customer retention, 1.9x

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Currency Alliance

MAY 9, 2019

Few brands have yet appreciated that, as this blossoming mobility marketplace becomes highly competitive, strategies and tools will be needed to capture this insight, maximize customer retention, and minimize CPA – not just in their existing spheres of control, but across every channel that funnels customers to their service and keeps them engaged.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Amity

AUGUST 5, 2016

I started working with him in 2012 and it’s really shaped my career and my own leadership mindset since then. And we use NPS to measure our customer satisfaction -- both generally, “ Would they recommend Achievers? ” and every time they have an interaction with us from a customer support perspective.

Customer Success 48

Customer Success Culture Customers Meeting 48

SmartKarrot

FEBRUARY 16, 2022

Not just brand loyalty, CX is a key factor when making purchase decisions, customer retention, and even word-of-mouth advertising. Considering this importance, we have brought a list of 75 customer experience statistics to you. These will help you efficiently create an excellent experience for your customers.

Customer Experience 10

Customer Experience Social Media B2B e-support 10

ProProfs Chat

JUNE 14, 2019

40% of all Americans believe that businesses have begun to better focus their attention on customer service. 75% of brands report that they are measuring customer engagement, but cannot define what it is. Takeaway: Customers today have higher expectations from brands. . – American Express. American Express.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Currency Alliance

DECEMBER 13, 2018

The outcome for the brands which succeed will be in getting 25-50% more customers engaged with their loyalty strategies. To quote Harvard Business Review : “In dollar terms, small players—defined as those with sales less than $1 billion—grabbed approximately $15 billion in sales from their larger peers between 2012 and 2017.”.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Bold360

NOVEMBER 21, 2016

small adjustment that we made recently in our customer support team is that we will respond to tickets within a one-hour period. This change alone has resulted in a much higher customer retention rate than before. I will also engage clients with several mediums including social media and marketing automation tools.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40