Pretium Solutions

DECEMBER 26, 2011

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012.

Customer Service 40

Customer Service Touchpoint Customer Service Representative Policies 40

Pretium Solutions

DECEMBER 26, 2011

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012.

Customer Service 40

Customer Service Touchpoint Customer Service Representative Policies 40

Verint

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday.

Customer Retention 36

Customer Retention Leadership Sales Innovation 36

Comm100

FEBRUARY 5, 2018

According to a survey of more than 75000 participants, going above and beyond had a lower impact on customer loyalty than actually solving problems. Since the birth of the contact center, the balance between efficiency and quality has been a hot topic for managers looking to cut costs while also ensuring customer retention and loyalty.

Knowledge Base 133

Knowledge Base Self Service Contact Center e-support 133

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

One Millimeter Mindset

NOVEMBER 22, 2018

Starting in 2012, I realized that while my Sales Aerobics for Engineers® Blog continues to win awards, the blog focuses on far more than topics which are exclusively sales-related. I look forward to continuing to guide you along your individual, workforce and business customer retention journey. One millimeter at a time.

Customer Retention 67

Customer Retention Sales Consulting Conference 67

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ijgolding

JULY 19, 2016

However, I am a huge believer in the need to share experiences – both positive and negative – so that other customers may benefit from the knowledge gained from either the exceptional or disastrous experiences I have. You are reading that correctly – not a single CEO has actually responded to my contact themselves.

Customer Focused 120

Customer Focused Examples Customer Centricity Airlines 120

ijgolding

JULY 1, 2015

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me.

Customer Experience 120

Customer Experience Travel Retail Infographics 120

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 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 88

Culture Roadmap Customer Centricity Measurement 88

CSM Magazine

DECEMBER 16, 2021

It gives your customers constant contact with your agents as they switch methods of communication – one smooth, uninterrupted conversation until their problem is solved. Benefits of the app include: Customer retention. Since 2012, the percentage of companies using Omnichannel has gone from 20 to over 80 percent.

Omni-Channel 52

Omni-Channel Customer Care Social Media Customer Retention 52

Retently

MARCH 23, 2023

First, poor service can and will hurt your customer relationships. The second is that taking a short-term approach to retention, as Comcast and other brands did by using aggressive customer retention tactics, will likely backfire. Since 2012 , United has been ranked as the worst or near worst among its competitors.

Net Promoter Score 98

Net Promoter Score Company NPS Effort Score 98

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 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

SurveySensum

JULY 9, 2024

Closing the Feedback Loop Back in 2012, Starbucks bought the bakery chain La Boulange for $100 million but unfortunately, that’s when its satisfaction rate fell 3% from the previous year. Customer Retention Did you know that 21% of Starbucks customers return within three days, with 10% returning within just one day?

NPS 52

NPS Loyalty Loyalty Programs Effort Score 52

ijgolding

SEPTEMBER 2, 2015

I myself have written about Ryanair on three separate occasions: In September 2012, I wrote about Ryanair ‘having the most consistent Customer Experience on the planet’ . In April 2014, I wrote a Customer Experience Review of Ryanair – they did not fare so well!

Airlines 120

Airlines Travel Financial Customer Experience 120

Daniel Group

NOVEMBER 6, 2014

A 2012 study by Richard Foster at Yale University found average tenure of a company on the S&P 500 index has dropped from 61 years in 1958 down to only 18 years in 2011. In the early 2000’s we began to focus more on customer service as our clients were talking as much about customer retention as they were about finding new clients.

Customer Retention 40

Customer Retention Groups Consulting Study 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

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

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. This highlights our efficiency, customer retention, and enhancement of customer order value.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

Survicate

MAY 16, 2019

The insights received and later implemented led to 10-15% increase in customer spending and 4 to 5 times higher retention rate. It can also show you the condition of the company and its ability to handle the difficult situation of Customers canceling their regular subscriptions.

Customer Satisfaction 79

Customer Satisfaction Metrics Effort Score Net Promoter Score 79

CSM Magazine

JUNE 8, 2023

Founded in 2012, it’s been an industry leader in online gaming ever since. That’s why excellent customer service goes far and beyond in establishing loyalty and customer retention for airlines. No wonder there are more than 800 Costco warehouses all over the globe.

Exceptional Customer Service 52

Exceptional Customer Service Company Customer Service Airlines 52

ChurnZero

MARCH 3, 2020

Every year, tens of thousands of Marketers, Salespeople, and Customer Success pros converge in Boston for a week of learning, inspiration, and connection at INBOUND. Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. INBOUND 2020 Date: August 18 – 21, 2020 Location: Boston, MA.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Beyond Philosophy

MAY 14, 2015

As many as 2/3 of Customer service interactions will occur without human-to-human contact. While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).

Self Service 60

Self Service Exercises Call Center Analysis 60

Pretium Solutions

JANUARY 1, 2012

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. What are the top items you are focusing on in 2012?

Customer Centricity 49

Customer Centricity Handbook Loyalty Policies 49

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

Ian Williams

MAY 13, 2016

Since they launched Best Deal for You in September 2012, all the ‘major six’ players in the UK have lost market share to the smaller independent providers. , so informing these people of a lower price elsewhere was almost immaterial. The question remains as to whether this worked for E.On

Comparison 40

Comparison Course Customers Conference 40

Magellan Solutions

JUNE 15, 2021

Better Retention in Customer Service Solutions. Speaking of customer retention, consumers can easily remember you if they have a very convenient conversation with your agents. . A business with more than 50% committed employees has an 80% chance to retain all their customers. .

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Pretium Solutions

JANUARY 1, 2012

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. What are the top items you are focusing on in 2012?

Customer Centricity 40

Customer Centricity Handbook Loyalty Policies 40

Pretium Solutions

JANUARY 1, 2012

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. What are the top items you are focusing on in 2012?

Customer Centricity 40

Customer Centricity Handbook Loyalty Policies 40

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

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySparrow

FEBRUARY 18, 2024

Nicereply : For Advanced CX Metrics Source: nicereply.com Nicereply was founded in 2012 as a customer experience platform. While Customer Thermometer provides basic feedback collection, Nicereply specializes in measuring customer happiness and automating feedback processes. Proactive Customer Retention: Prevent Churn!

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

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

Gainsight

FEBRUARY 2, 2024

Companies engaging their customers with up-to-date product information and success content are reducing churn, decreasing support costs, and improving customer satisfaction. In short, customer training leads to customer retention.

Training 52

Training Course Consulting Software 52