Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Thematic

DECEMBER 5, 2018

Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. What is customer retention? Why is customer retention important?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures. While customer acquisition and lead conversion are integral parts of growing a SaaS business, with time, retention and renewals gain equal and eventually greater importance.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

ijgolding

NOVEMBER 8, 2016

As a result, the brand has gown into the world’s largest international airline, with far less FANS than it has CUSTOMERS. In 2014, Orient were a ‘penalty shoot out’ away from winning the League 1 play off final. In 2014, Leyton Orient was a business with heart and soul.

Sports 237

Sports Entertainment Airlines Customer Base 237

CloudCherry

FEBRUARY 26, 2019

More firms choose to adopt analytics to increase customer acquisition: ‘Increasing customer acquisition and targeting’ is the top driver that encourages organizations to adopt measurement and analytics, with 57% of respondents opting for it. Customer Analytics and its diverse applications.

Analytics 256

Analytics Report Analysis Study 256

ijgolding

AUGUST 7, 2014

In 2014, a staggering number of 28 pubs are still being closed every week. What they/we expect from a pub is on the whole different in 2014 to 2002. This Customer Experience Review is the first I have conducted on a pub – the Doric Arch in Euston. 30th July 2014. By 2012, the number had declined to 49,433.

Customer Experience 201

Customer Experience Customers Training Customer Retention 201

Kayako

MAY 11, 2017

Companies that utilize big data and customer analytics see 14% more customer retention than companies that do not, according to a 2014 report by Aberdeen Group.

How To 289

How To Case Study Customers Industry 289

AskNicely

SEPTEMBER 4, 2018

With 3,500 partner apps and more than 4 million customer installs, it is the most comprehensive source of cloud, mobile, social, IoT and data science technologies for businesses. Founded in 2014, AskNicely helps thousands of forward-thinking companies like Reddit, Xero, and Jetstar transform customer experiences.

NPS 150

NPS Net Promoter Score Software Touchpoint 150

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014.

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

ijgolding

DECEMBER 17, 2014

What happened to me and my fellow passengers on the afternoon of the 12th December 2014 serves as a brilliant example of how NOT to deal with an exceptional event – when something goes wrong. I would like to share the story with you. I was due to fly from Oslo to Gatwick on the last Norwwegian flight of the day – the 18:10.

Airlines 209

Airlines Company Customer Journeys Travel 209

Kayako

JULY 7, 2016

Perhaps the customer support agent might try to plead with you to not cancel your contract, but ultimately they should respect your request. Block called customer retentions to cancel his contract with Comcast. You might argue, “well that was 2014,it doesn’t matter.” But not for former Engadget editor-in-chief Ryan Block.

Customer Service 213

Customer Service Competitive Advantage Hotels Social Media 213

AskNicely

SEPTEMBER 24, 2018

Founded in 2014, AskNicely helps thousands of forward-thinking companies like Reddit, Xero, and Jetstar transform customer experiences. Thus driving growth by automatically collecting and actioning customer feedback in real time — powered by the Net Promoter Score framework. About AskNicely. About G2 Crowd.

Net Promoter Score 150

Net Promoter Score Software Report Feedback 150

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well.

Case Study 142

Case Study Employee Engagement Study Engagement 142

Lumoa

MAY 19, 2020

Let’s take this framework and apply it to a hypothetical business case for a robust customer experience program. In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Define the opportunity. Explore options.

How To 243

How To Multi-Channel Return on Investment Study 243

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense.

Airlines 164

Airlines Hotels Customer Experience Connections 164

Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Customer engagement and analytics software yield measurable benefits.

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Customer Bliss

JULY 11, 2017

In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. Some include: Customer satisfaction. Customer retention. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.” Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience Report Innovation 0

PeopleMetrics

AUGUST 14, 2014

Go On, Tell Me All About This Customer Service Fail. He reached a “customer retention” specialist who had decided that Ryan was not, in fact, going to cancel his service that day. My first job was in tech customer service. — Ryan Block (@ryan) July 17, 2014. The rep was desperate and aggressive.

Social Media 93

Social Media Customer Centricity Culture Call Center 93

PeopleMetrics

NOVEMBER 17, 2015

Nearly 65 percent of organizations reported an increase in cybercrime on Cyber Monday in 2014. As recent high-profile data breaches like those of super brands Target and Neiman Marcus have shown, data security has become an important variable in the formula for customer retention.

Customer Retention 48

Customer Retention Tips Case Study Customers 48

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

ijgolding

APRIL 29, 2015

In April 2014, the football club I have supported my entire life was on the brink of something quite special. By April 2014, led by Barry Hearn, Orient had become one of the most stable professional sports clubs in the UK. Leyton Orient, a little known football club from East London were on the brink of promotion to the championship.

Leadership 120

Leadership Financial Sports Strategy 120

Comm100

MARCH 8, 2017

Follow her today on Twitter to make sure that your company is doing everything it can to improve the experience and the lives of its customers. Shapiro is a customer retention expert, who founded The Center for Client Retention. His areas of expertise include customer experience, marketing, social media, and the Cloud.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ijgolding

JUNE 22, 2015

By 2014 they had been voted number 4 in the Times 100 Best Mid-Sized Companies to Work For, and they won the Customer Service Initiative award at the Oracle Retail Week Awards. In 2014 they also floated on the London Stock Exchange. In 2001, John launched Appliances Online, the group’s first website selling white goods.

Leadership 120

Leadership Social Media Exercises Loyalty 120

Customer Enthusiast

SEPTEMBER 16, 2014

These companies are breathlessly “hacking at the leaves” of customer acquisition with their social media strategies rather than artfully honing in and “striking at the root” of customer retention. According to Gartner , 80 percent of future profits will come from 20 percent of existing customers. What I expected: Empathy.

Company 77

Company Customer Service Social Media Customer Retention 77

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. YoY increase in customer retention.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Vonage

SEPTEMBER 20, 2016

If you want to avoid the heartbreak of low customer retention, implement a system that logs customer issues across all channels and shares the details with all relevant agents. Track the progress of customer cases and allow your company to collaborate on solutions. Tips to spruce up your Spring perspective.

Omni-Channel 120

Omni-Channel Self Service Infographics Poor Customer Service 120

PeopleMetrics

OCTOBER 27, 2014

Your interaction will make customers feel appreciated, and they’ll be more inclined to participate in further conversations and spread the online love. Customer retention and fan appreciation online is harder when they’re bored. Misha Collins (@mishacollins) April 1, 2014. Span interests and be interesting. Retweet it.

Social Media 102

Social Media Customer Experience Customer Care Interaction 102

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Everyone from customers to investors and stakeholders will be wary of associating with a company that can’t seem to get its customer experience right.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

One Millimeter Mindset

NOVEMBER 22, 2018

This year represents the culmination in an ongoing business pivot – my own leap of faith – I’ve been making since 2014. is about leveraging more collaborative business models and profitable workforces to retain customers. And a whole bunch of other people critical to customer success, as well.

Customer Retention 67

Customer Retention Sales Consulting Conference 67

ijgolding

MAY 20, 2015

It was therefore no surprise that when I myself became a customer of my local Enterprise branch in Chester, North West England, I was very pleased with the Customer Journey I experienced. In fact I was so pleased, I wrote a Customer Experience Review about them – a review that you can read here.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

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

Kayako

MARCH 14, 2022

It is much more expensive to acquire customers, and existing customers represent a significant source of future revenue. A report from the Harvard Business School claims that a 5% increase in customer retention rates, on average, results in a 25% – 95% increase in profits. What are the top reasons customers leave?

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ijgolding

APRIL 25, 2016

In 2014, with very little money, but a HUGE heart, Leyton Orient missed out on promotion to the Championship on penalty kicks. A picture that perfectly summed up Leyton Orient’s ‘teamwork and togetherness’ in 2014. I have written about a football club in the past – my own football club – Leyton Orient.

Sports 0

Sports Leadership Groups Financial 0

ShepHyken

APRIL 18, 2017

Then you must have the right systems and processes in place that allow these employees the ability to understand what is important to your customers. Top Takeaways: Customer obsession can be the foundation for growth in your business. Amy stressed the importance of customer retention. This can help reinvent a business.

Net Promoter Score 75

Net Promoter Score Effort Score Customer Retention Loyalty 75

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM Conference 74

ijgolding

MARCH 1, 2017

In 2014, I wrote an article that described the challenges that book retailers were facing – the statistics were quite astounding – the number of Bookstores physically present on UK high street in 2014 had fallen to less than 1000. The bookstore has been a mainstay of traditional ‘bricks and mortar’ retailing.

Customer Experience 120

Customer Experience Retail Strategy Report 120