Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. Buses in London don’t take cash.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

SurveySensum

JULY 13, 2023

Actively utilize online customer surveys or feedback forms to collect feedback on the factors that influence customers’ shopping decisions, such as product quality, pricing, convenience, customer service, etc. Incorporate insights into customers’ decision-making process. But how to do that?

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

Actively utilize online customer surveys or feedback forms to collect feedback on the factors that influence customers’ shopping decisions, such as product quality, pricing, convenience, customer service, etc. Incorporate insights into customers’ decision-making process. But how to do that?

Retail 52

Retail Survey Tools Customer Experience 52

CSM Magazine

JUNE 21, 2018

The Profit Impact of Market Strategy’s database found that companies who lead in service have 12 times the profitability and 9% greater growth than poor service providers. found that a 12-point increase in the net-promoter score doubles a company’s growth rate. Bain & Co. Frontline Fanatics.

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. Customer service is merely one aspect of a larger whole : Customer experience.

Strategy 208

Strategy Customer Experience Net Promoter Score Effort Score 208

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. Customer service is merely one aspect of a larger whole : Customer experience.

Strategy 208

Strategy Customer Experience Net Promoter Score Effort Score 208

SurveySensum

DECEMBER 20, 2023

Did you know that 52% of customers are ready to pay more if they receive exceptional customer service? Customer service is the backbone of any successful business. It’s what keeps customers happy and loyal. But here’s the challenge: How do you consistently provide excellent customer service?

Metrics 52

Metrics Self Service Customer Service Net Promoter Score 52

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

CSM Magazine

MAY 19, 2023

It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

SurveySensum

JANUARY 31, 2024

You can spot them by checking your customer retention rates – they’re spending more time on your website, buying more stuff, and relying on your offer. Know that high-value customers may be someone other than those who spend the most at your company. That’s the power of top-notch customer service.

Strategy 52

Strategy Net Promoter Score Customer Satisfaction Feedback 52

ProProfs Chat

MAY 31, 2019

For a business organization, having a loyal customer base is essential for success. Because: Keeping an existing customer costs up to five times less than winning a new one. Increasing customer retention by just 5% boosts your profits by 25-95%. 20% of customers are typically responsible for 80% of a company’s revenue. #

Loyalty Programs 66

Loyalty Programs Loyalty Net Promoter Score How To 66

SurveySparrow

JULY 3, 2021

Customer experience wasn’t always the trendy topic it is today. Brands typically prioritized competitive pricing and product development over the actual experience of their customers. So why is customer experience significant all of a sudden? How CX differs from customer service. Why Customer Experience matters.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

Thematic

DECEMBER 12, 2018

You run a restaurant and you conduct a survey asking respondents to rate your customer service on a scale of 0 to 10. So, often actually analyzing the customer feedback results becomes an afterthought. Improve your Net Promoter Score. Better customer experience. Consider this example.

Analysis 69

Analysis Feedback Net Promoter Score Analytics 69

Tricia Morris

JUNE 26, 2015

Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. companies alone each year due to poor customer service. Let’s face it.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40

SurveySparrow

FEBRUARY 3, 2019

Implementing a well-designed and a suitable program to ensure better customer experience can reduce customer churn significantly. Customer Service. Customer service and user experience are merely two aspects of customer experience. User Experience! They are not the same.

Software 75

Software Customer Experience NPS Survey 75

Beyond Philosophy

JUNE 4, 2015

Most brands and corporations slide by on fairly macro, passive, and transactional approaches to customer relationships. These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. These companies are also invariably quite disciplined and proactive.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

SurveySensum

FEBRUARY 10, 2022

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging customer retention and loyalty. Given its significance, how do you improve your Net Promoter Score? Know where you are. Design your CX program.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

SurveySensum

FEBRUARY 3, 2022

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging customer retention and loyalty. Given its significance, how do you improve your Net Promoter Score? Know where you are. Design your CX program.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52