ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ijgolding

SEPTEMBER 18, 2014

This could not be said for Aer Lingus, a company which seemingly prides itself on being customer focused. Apart from claiming back the flight taxes, or swapping flights for a shorter flight option; Aer Lingus have been happy to wash their hands of the reservation and my parents’ custom.

Airlines 211

Airlines Travel Social Media Course 211

One Millimeter Mindset

NOVEMBER 29, 2018

Your employees are confused about their customer retention roles. Into customer experiences, customer success and customer retention. First, ponder whether your hiring processes focus on hiring employees to fulfill customer retention roles. . You have an A, B and then Z model.

Customer Retention 65

Customer Retention Industry Customers Customer Success 65

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B Strategy Multi-Channel 62

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

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.

Customer Retention 52

Customer Retention Strategy Marketing Conference 52

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Ideally, every employee should get the chance to watch, listen and interact with customers regularly.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

ShepHyken

OCTOBER 3, 2016

They are obvious – and that is why it surprises me that any business would be guilty of committing these “crimes against the customer.”. 4 Smart Tips To Improve Customer Retention at Your Startup by Sheila Eugenio. Tech.Co) Increasing your customer retention by just 5 % can result in a 25% to 90% increase in profit.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

TechSee

JUNE 16, 2022

Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customers Rock!

FEBRUARY 4, 2010

There is also a place for metrics that will help companies understand how well they are doing with the customer experience and how well they are performing against customer expectations. The Social Customer. When these metrics are corporate, everyone wins. rather than being broadcasted by the company.

Social Media 158

Social Media B2C CRM Contact Center 158

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? My Comment: A content marketing experience is part of the customer experience. They want to do a good job for both their company and the customer.

Customer Service 23

Customer Service Customer Retention B2B Study 23

ShepHyken

AUGUST 8, 2022

You can always do what is expected, such as responding quickly, being easy to connect with, having answers to questions, etc. That said, you’ll enjoy this author’s version of how to WOW your customers. 5 Ways to Drive Customer Retention in a Post-pandemic World by Katie Fairchild. Follow on Twitter: @Hyken.

Customer Service 24

Customer Service Culture Customer Retention Video 24

InMoment XI

FEBRUARY 14, 2024

How Omnichannel Customer Experience Affects Integrated CX Omnichannel customer experience strategies are the building blocks of creating a truly integrated customer experience. How to Build an Omnichannel Customer Experience Implementing a strategy that creates an omnichannel customer experience can seem like a complex process.

Omni-Channel 195

Omni-Channel Customer Experience Social Media Self Service 195

InMoment XI

SEPTEMBER 17, 2024

Some of the benefits include: Improved Customer Experience: Understanding the customer journey will give your customers a better end-to-end customer experience, which will result in increased customer satisfaction. Empowered customers feel more in control and satisfied with their experience.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ShepHyken

MARCH 15, 2021

My Comment: Here is an interesting article – actually an interview – featuring Todd Hopkins, a successful franchisor, who recognizes the value of creating an excellent customer experience, or as he calls it, a “clean Experience.” How to Calculate Your Customer Retention Rate by Max Freedman. It includes a short video.

Customer Service 106

Customer Service Customer Service Training Customer Retention Training 106

InMoment XI

OCTOBER 4, 2024

Here is how customer experience management helps make that possible for you: It enhances customer retention and loyalty. 83% of customers agree that they feel more loyal to brands that listen to their concerns and resolve their pain points. It increases revenue by bringing more sales from existing customers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Service Training 134

Customer Service Training Customer Retention Customers Sales 134

Kayako

JANUARY 24, 2018

But Integrations will make you more customer-centric than ever. For a business aiming for an effortless experience, it’s vital you’re tapped into the full customer journey. Creating a consistent and personal experience as customers move from prospect to customer will make customer journeys effortless.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

Gainsight

JANUARY 10, 2025

AI and automation are fueling the expansion of Digital CS, allowing organizations to: Engage Customers at Scale: Automated workflows and self-service tools simultaneously provide consistent, tailored experiences to thousands of customers. 76% of companies indicated customer retention as another primary revenue metric utilized.

Trends 52

Trends Report Self Service B2B 52

Innovative CX

AUGUST 10, 2021

Combining the two types of metrics helped connect the dots for agents so they knew improving their health metrics would have a corresponding improvement in their performance metrics. Is there a relationship between a decline in NPS and your customer retention percentage? ·

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

ShepHyken

JUNE 14, 2021

Magazine) A study by MBLM found that respondents formed emotional connections with a greater number of brands during the pandemic (23 percent more than in MBLM’s previous study) and deepened their existing intimate relationships with brands. This article refers to that emotional connection as “intimacy.” Go for brand intimacy.

Customer Service 102

Customer Service Retail Loyalty Study 102

ShepHyken

JUNE 30, 2024

How you’ve “always done it” may not meet the modern customer’s expectations. First, making customer success everyone’s responsibility is about a culture that is customer-focused. (I Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I love that!)

Customer Service 85

Customer Service Retail Customer Retention Loyalty 85

CX Journey

OCTOBER 3, 2017

Rowling As you begin your journey, it's going to be important to tell a story about the company, its employees, and its customers: past, present, and future. Paint a picture that connects the employees to yours customers and, ultimately, to a profitable, solvent organization. How do you do that? But, one day. Because of that.

Chief Customer Officer 126

Chief Customer Officer Transportation Culture Leadership 126

ShepHyken

OCTOBER 6, 2021

This statement makes a connection with the customer. The customer may even feel as if “they have a friend on the inside.” . Be sure customers know how much you appreciate their business, and how you look forward to serving them again. . At a minimum, discuss the timing of the resolution. . Follow on Twitter: @Hyken.

Course 169

Course Customer Service Training Customers Customer Service 169

ijgolding

AUGUST 12, 2018

They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. With this in mind, how do organisations determine what really does make customers happy?

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands?

Customer Service 88

Customer Service Customer Retention Tips Brands 88

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

Course 154

Course Training Competitive Advantage Employee Experience 154

ShepHyken

FEBRUARY 10, 2020

My Comment: Customer experience and marketing are very much connected. Here are some great insights – and even though they are focused on B2B – have relevance to all types of companies. 5 ways to increase customer retention in 2020 by Michael Barnard. My Comment: How do you increase customer retention?

Customer Service 86

Customer Service Infographics Customer Retention B2B 86

Oracle

NOVEMBER 1, 2019

This is a preview of the on-demand webinar, Connected Commerce: The Secret to Winning Against Digital Disruptors. Connected commerce can help established brands strategically outperform digitally disruptive innovators. To learn more, view the full webinar: Connected Commerce: The Secret to Winning Against Digital Disruptors.

Connections 45

Connections Ecommerce Innovation System 45

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Customer Loyalty on the other hand has two definitions. Its foundation of employee satisfaction is built on shifting sand. appeared first on.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. If you would like to follow Beyond Philosophy click here.

Net Promoter Score 110

Net Promoter Score Customer Centricity CEM Social Media 110

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. It’s also an important step in becoming sincerely customer-centric.

Software 120

Software Strategy Company Customer Experience 120

BirdEye

MARCH 3, 2025

Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Omnichannel marketing is a customer-focused strategy that delivers a consistent brand experience across multiple platforms, such as websites, social media, email, and physical stores.

Omni-Channel 52

Omni-Channel Strategy Marketing Multi-Channel 52

ShepHyken

MAY 12, 2019

My Comment: I’ve always cautioned that companies jumping into digital customer service solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers. Should chat-bots replace humans for customer support? Follow on Twitter: @Hyken.

Chatbots 98

Chatbots Loyalty Programs Customer Service Return on Investment 98

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96