CloudCherry

AUGUST 26, 2019

A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. The survey questions were asked regarding where organizations stood on four core CX capabilities: business case development for CX, customer success management, CX measurement, and insights development.

B2B 199

B2B Conference Metrics B2C 199

InMoment XI

MARCH 17, 2009

The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London.

Marketing 150

Marketing Conference CRM Customer Retention 150

InMoment XI

MARCH 17, 2009

The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London.

Marketing 150

Marketing Conference CRM Customer Retention 150

InMoment XI

MARCH 17, 2009

The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London.

Marketing 150

Marketing Conference CRM Customer Retention 150

ClientSuccess

JANUARY 25, 2021

This initiative can work as a joint project between customer success, product, and marketing where a customer can have access to beta features and then give feedback which is then passed to marketing to develop content and material to take the new functionality to market. Conferences and Webinars. Digital Marketing.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

ijgolding

DECEMBER 3, 2014

I strongly believe that the implementation of a Customer Experience Framework can help law firms to be the best they can be – for their partners, employees and customers. It would be great for others to hear your story.

Customer Centricity 225

Customer Centricity Customer Experience Customer Retention Industry 225

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

Daniel Group

NOVEMBER 9, 2024

Increase Customer Referrals , dives into the powerful impact of focusing on customer retention. I look into how rebalancing your strategy can turn satisfied customers into your most effective marketing asset, bringing in high-quality referrals while improving overall profitability. Join Us at the CX Conference 2025!

Customer Retention 52

Customer Retention Strategy Marketing Conference 52

ProProfs Chat

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention. Source: Intuit.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. SaaStock North America Date: June 22-24, 2020 Location: San Francisco.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Gainsight

SEPTEMBER 28, 2020

Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. Product metrics should also align to larger company initiatives such as customer retention. Here are our top three themes from sessions hosted by Stripe , Hootsuite , Zendesk , InVision and of course, Gainsight.

Conference 66

Conference Industry Metrics Effort Score 66

Michel Falcon Experience

SEPTEMBER 9, 2014

Too many companies claim to be focused on their customers but continue to pay lip service to genuinely becoming a ‘customer company.’ ’ Video : What is a Customer Company? Would they have ranked 6th and increased their customer acquisition through referrals by 10%? It was hilarious!”

Customer Centricity 137

Customer Centricity Company Customer Retention eBook 137

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

NOVEMBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

C3Centricity

APRIL 2, 2018

If you want to learn more about what they are doing, check out the discussions on the topic in last year’s ESOMAR conference in Amsterdam. Pricing, value perceptions and CLV (Customer Lifetime Value). Customer retention and churn rates. You can also read a short commentary from System 1.

Handbook 275

Handbook Marketing ROI Social Media 275

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. One of the hottest topics at this year’s CCO is what a Customer Success program really means and how to get started.

Chief Customer Officer 56

Chief Customer Officer Conference Customer Centricity Customer Success 56

Michel Falcon Experience

OCTOBER 2, 2014

.” I understand operating budgets are reviewed with strict attention, however, what I have a hard time understanding is when a company will “double down” on traditional media and say they don’t have the budget to increase their customer loyalty. Think about your business.

Customer Experience 131

Customer Experience Conference ROI Customer Retention 131

Experience Investigators by 360Connext

JUNE 20, 2018

We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy. Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers?

Engagement 179

Engagement Social Media Sales Loyalty 179

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. However, customers say that most companies fall short when it comes to meeting their expectations.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Beyond Philosophy

NOVEMBER 18, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Customers Rock!

FEBRUARY 4, 2010

Been hearing that for ages; I even spoke at a conference of that name 2 years ago! But what I believe is really trying to be said by this statement is that each interaction with the customer (each customer touch) has an impact on the customer’s impression of your company. The Social Customer.

Social Media 158

Social Media B2C CRM Contact Center 158

Beyond Philosophy

NOVEMBER 10, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

SurveySparrow

NOVEMBER 28, 2019

A Customer Experience conference is always a source of joy for us, CX enthusiasts. are all the next-level experiences that these events deliver, aiding you to reinforce and bolster up your customer experience tactics. We just can’t stop talking about the sensational cx conferences that 2019 exhibited. Well, then dive in!

Conference 52

Conference Customer Experience Customer Journeys Omni-Channel 52

ChurnZero

AUGUST 15, 2024

One of the most effective ways to achieve this is to leverage AI for customer retention by using it to understand customer trends and mitigate churn risks. Now, back to crafting those perfect customer experiences—happy retaining! How to leverage AI for customer retention by identifying actionable trends.

Customer Retention 52

Customer Retention Management How To Trends 52

Customer Bliss

AUGUST 9, 2018

Gain a better understanding of customers and their journey. Understand the settings they work in, the type of customer they are, which products they use, and how to drive empathy in employees. A large conference room is set up once a quarter by stages of the customer lifecycle. How is the room organized?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

ijgolding

OCTOBER 3, 2016

It is extremely common to find businesses with lots of customer insight activity, with an NPS or CSat programme or both in action. Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Beyond Philosophy

OCTOBER 8, 2014

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 The Moral Dilemma: Collecting Data on Customer Behavior Colin Shaw is the founder and CEO of Beyond (..)

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Kayako

MARCH 21, 2017

He has also referred other customers to me and describes me as a passionate and helpful person in my work. “Someone I had sent a reply to in a ticket found me at a conference last year, and thanked me for taking the time to write back acknowledging his feedback, and also for sending educational material about how and why we work here.

Interaction 211

Interaction How To Self Service Customers 211

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. View our books on Customer Experience here. Make sure that your use of data adds value to their experience. Which companies do you think do a good job with data security?

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

Alida

JUNE 30, 2017

Here are three of our biggest takeaways from the two-day conference in Marina del Rey, California. Reinvent the brand-customer relationship. To remain ahead in the luxury market, Cadillac is putting customers in the driver’s seat and accelerating its efforts to improve the end-to-end experience.

Automotive 138

Automotive Industry How To Customer relationships 138

ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. Provide valuable customer insights to inform product development, marketing campaigns, and sales strategies. Foster a culture of customer-centricity throughout the organization. training, conferences) Wellness programs (e.g.,

Customer Success 52

Customer Success How To Insurance Culture 52

TechSee

JUNE 16, 2022

Sharad is the Managing Director (Strategy and Analytics) and global leader in the Applied Intelligence practice at Accenture, with deep expertise in AI-powered customer engagement, and the enterprise-wide adoption of AI across industries, including insurance, communications, travel, and health care. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52