Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Keeping Customers results in a high increase in value.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? 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.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

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

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

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

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.” They’ll help you to: Grow customer loyalty.

Customer Service 169

Customer Service Competitive Advantage Hotels Social Media 169

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

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS).

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. Some include: Customer satisfaction. Customer retention.

Leadership 0

Leadership Customer Experience Report Innovation 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. I always say how important it is to empathise with customers. Advocacy leads to loyalty.

Leadership 120

Leadership Social Media Exercises Loyalty 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

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

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 131

Knowledge Base Self Service Contact Center e-support 131

ShepHyken

APRIL 18, 2017

Shep Hyken interviews Amy Downs, Chief Customer Success and Happiness Officer at Lifesize, a connected video conferencing company, about why you should be obsessed about taking care of your customers. First Up: Shep Hyken’s opening comments focus on April being customer loyalty month. This can help reinvent a business.

Net Promoter Score 75

Net Promoter Score Effort Score Customer Retention Loyalty 75

Kayako

MARCH 14, 2022

The cost of acquiring new customers is up to 25 times higher than retaining them. So companies that can reduce customer attrition can see a significant impact on the bottom line. How do Telecom companies keep satisfied customers and encourage customer loyalty? 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

The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers. They make them feel valued, inspire their loyalty, and earn their business. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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

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

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

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

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

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

Retently

MARCH 23, 2023

There are two lessons here for businesses aiming to improve retention, increase customer satisfaction, and foster loyalty. First, poor service can and will hurt your customer relationships. Comcast’s efforts probably kept some customers onboard but at the cost of many others who deserted the company for good.

Net Promoter Score 97

Net Promoter Score Company NPS Effort Score 97

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Customer expectations. Customer loyalty. Future of Customer Engagement. Customer Engagement Through Social Media. Communication challenges.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

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

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

Comm100

OCTOBER 11, 2017

Should your agents have to call a customer to help with a more complicated issue, a social media support team member will have all the resources needed to reach out to that customer, instead of making them call you. Get Faster, More Convenient Support to Customers. Better Customer Retention.

Social Media 171

Social Media Customer Service Strategies Customer Service Strategy 171

CSM Magazine

MARCH 13, 2020

A win-back bot, used in combination with other chatbots such as a quote bot, and loyalty bot, can help to retain customers who are nearing the end of their contract and are at risk of switching to a competitor and can even help to entice back customers who’ve already left. About the Author.

Self Service 64

Self Service Chatbots Contact Center Policies 64

ijgolding

AUGUST 11, 2015

British Gas as part of your mission statement, you say ‘Everything we do is about proving affordable, hassle free service, to keep British homes and businesses running smoothly’ I beg to differ and here is why… We were delighted upon moving to our new house in September 2014-a new start our family and a new baby on the way.

Industry 120

Industry Customer Experience Customers Customer Retention 120

ShepHyken

AUGUST 22, 2016

Customer Retention: 50 Tools to Build the Perfect Customer Experience by Ty Magnin. Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business. Keep this article nearby and refer to it often.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

Customer Interactions

JULY 7, 2015

But in today’s era of customer engagement, a company that is perceived as treating employees well and caring about social issues is much more likely to have loyal customers. And loyalty is vital: a 2% increase in customer retention has the same effect as decreasing costs by 10%.

Customer Retention 28

Customer Retention Loyalty Brands Customer Engagement 28

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

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. We get many inquiries for our services globally.

CEM 60

CEM CRM Conference Employee Engagement 60

ijgolding

MARCH 31, 2017

In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too!

Comparison 120

Comparison Customer Experience Airlines Travel 120

ijgolding

JULY 19, 2016

If you have not come across them, to put the size of the organisation into context, In 2014, EasyJet carried more than 65 million passengers, making it the second-largest airline in Europe by number of passengers carried, behind Ryanair. The CEO in question is Dame Carolyn McCall – the CEO of the UK based airline, Easyjet.

Customer Focused 120

Customer Focused Examples Customer Centricity Airlines 120

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147