Kayako

AUGUST 12, 2022

As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions. Personalization matters for customer satisfaction, retention, and loyalty: 80% of consumers are more likely to buy from a company that provides a tailored experience.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Lumoa

MARCH 9, 2023

Lush’s approach is a great way to build customer trust through authenticity and empathy. By understanding their customers’ needs and concerns, Lush is able to connect with them on a deeper level and create a loyal customer base that values the company’s commitment to ethical and sustainable practices.

Customer Experience 397

Customer Experience Social Media Customers Video 397

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. A loyal customer is valuable to retailers in a multitude of ways.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

InMoment XI

OCTOBER 24, 2024

By succeeding in customer engagement, you have a better chance of keeping your customers coming back. Competitive Advantage While most companies claim to be customer-obsessed, a recent study showed that only 15% are actually customer-obsessed, meaning their business is focused on growing by delivering value to their customers.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

GetFeedback

FEBRUARY 15, 2019

What are your organization’s values and how can they drive the company’s decisions and actions when it comes to its customers? Understand your customer base and target audience. The next step is to understand your customers.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

C3Centricity

MAY 12, 2024

Deliver Exceptional Customer Service Exceptional customer service is the first essential step to plan. A study by American Express found that 70% of consumers are willing to spend more with companies they believe provide excellent customer service.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

InMoment XI

NOVEMBER 18, 2024

To capitalize on those behaviors, you need to be able to perform customer behavior analysis. What Is Customer Behavior Analysis? Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the customer journey.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

QuestionPro Audience

SEPTEMBER 24, 2020

With a vast, but niche and specialized audience to choose from, researchers easily and swiftly field market research studies to particular audiences or demographic groups. Using an existing customer base as your sample is not the most efficient way to research because they will not always be prepared to participate in surveys.

Survey 195

Survey Study Data Marketing 195

QuestionPro Audience

FEBRUARY 12, 2018

Market research is one of the most effective ways to gain insight into your customer base, competitors, and overall market. COMPETITION According to a study conducted by Business Insider, 72% of small businesses focus on increasing revenue. Read below for a more in-depth look at how market research can help small businesses.

Marketing 239

Marketing Consumers Study Innovation 239

CSM Magazine

JANUARY 6, 2025

By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.

Examples 52

Examples Case Study Study Training 52

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. Balancing the individual and collective aspects of customer experience is a delicate dance that businesses must master.

Connections 334

Connections Customer Experience Social Media Analysis 334

InMoment XI

DECEMBER 8, 2022

After you do a study or research, you will probably want to know if the results you got mean anything. More specifically, you want to know if there are statistically significant differences between the groups you studied. If they’re not statistically significant, then your variables aren’t affecting what you’re studying.

Analysis 195

Analysis Groups Study Examples 195

ECXO

DECEMBER 25, 2024

Celebrate Successes With Customers What to Do: Share company milestones or customer success stories that highlight your commitment to CX. Use testimonials and case studies to showcase real-world impacts. Why It Works: Celebrating successes reinforces customer trust and demonstrates how their input drives improvement.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

SEPTEMBER 20, 2023

Many retailers, including Matalan, The Range, and Boohoo, have a significant number of Passives among their customer base. Retail in the Bigger Picture Taking a step back and comparing the retail industry to the broader UK context, we see that retail is one of the top-performing industries in the study.

Net Promoter Score 195

Net Promoter Score NPS Retail Trends 195

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. According to experts, about 50% of your customers churn naturally every five years.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

GetFeedback

NOVEMBER 23, 2019

For example, when a customer submits a claim, on whichever communication channel (phone, online, app, etc.), the right agent(s) will be notified and will have a complete view of the customer in order to create an intelligent action plan. . Customers expect a personalized experience everywhere .

Conference 48

Conference Case Study Fashion Customer Expectations 48

InMoment XI

FEBRUARY 13, 2024

Consider a cosmetics company that aims to develop new skincare products tailored to the specific needs and preferences of different age groups within its customer base. To achieve this, they decide to conduct a market research study using stratified sampling. Here are some common examples of different types of sampling.

Customer Experience 195

Customer Experience Groups Resources Customers 195

InMoment XI

JANUARY 9, 2024

Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer. In B2B, customer support tends to be more hands-on and personalized, with dedicated account managers, CX representatives, and specialized support teams.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Lumoa

JUNE 23, 2021

The more diverse your customer experience team is, the better your employees will be at communicating, having empathy , and understanding the buyer. Diverse talent means you can more easily reach new markets and customer bases that you might not otherwise understand.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

QuestionPro Audience

JUNE 23, 2022

On the other hand, if an independent school asks parents whether they would consider sending their child there if they had one or more children already enrolled at the institution, then this question would provide valuable insight into whether that particular customer base might be interested in sending their kids there.

Survey 195

Survey Groups Case Study Study 195

GetFeedback

JUNE 16, 2019

You want the experience to be fresh enough in the customer’s mind that they can provide detail in their answers, and that they’ll be motivated to do it. Speaking of timing, studies have shown that Tuesday, Wednesday, and Thursday after working hours are the best times to send questionnaires.

Survey 276

Survey CRM Tips Feedback 276

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. The more energy you devote to your customer relationships, the higher your customer retention.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ChurnZero

OCTOBER 10, 2024

This is pretty universal, but the new Customer Success Leadership Study found that two-thirds of CS teams’ purchasing is delayed by three months or longer. Again, the study found nearly half of CS teams didn’t grow, and 8% actually shrank. So quick PSA: you must segment your customer base!

Customer Success 52

Customer Success Leadership Study Metrics 52

NICE inContact

SEPTEMBER 25, 2019

Our study also found that customer satisfaction is the most popular measure of success for call centers, so a win in this area is significant. We also found that companies using cloud contact center technology report 36% higher likelihood to recommend their business from customers based on service experience.

Contact Center 136

Contact Center Call Center eBook Omni-Channel 136

NICE inContact

MAY 8, 2019

But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. Is your company well-positioned to address the ever-increasing expectations of your evolving customer base? The results?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

CloudCherry

DECEMBER 1, 2018

First of all, while you still need the data from customers, they aren’t as happy to answer the questions anymore. In a recent study of 1000 consumers, Customer Thermometer found that 70% of people have abandoned a survey before completing it, 45% of customers tend to ignore requests for feedback. Absolutely not.

CEM 186

CEM CRM ROI Survey 186

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”.

Customer Centricity 195

Customer Centricity Course Culture Metrics 195

ECXO

MAY 20, 2024

Just as you wouldn’t dream of embarking on such a monumental task without a detailed blueprint, a customer success team must never undertake their work without a crystal-clear comprehension of their customer base. So, let’s dive into the thrilling world of customer segmentation and explore its strategic importance!

e-support 177

e-support Self Service Groups Customer Retention 177

Lumoa

JANUARY 2, 2022

Unhappy customers can potentially damage your brand’s perception, spreading negative vibes about your business and seriously tarnishing your brand reputation. In fact, a new study conducted by Oracle found that 88% of customers share their negative experiences with their friends and colleagues.

NPS 195

NPS Net Promoter Score How To Social Media 195

InMoment XI

AUGUST 11, 2022

You would get data, but it wouldn’t be data about the population you’re trying to study. With these sampling methods, you could choose your sample based on convenience or other limiting criteria that make it so that every person isn’t eligible to be selected. Purposive sampling selects a sample based on what a researcher decides.

Groups 195

Groups Survey Study Examples 195

GetFeedback

SEPTEMBER 18, 2019

Subsequent dialogs are customized based on whether the answer is good, not so good, or don’t ask. After filing taxes with TurboTax, customers are left on a high note by receiving a congratulatory message and assurance they are finished with the process. Most of the time the answer will be no.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

BlueOcean

OCTOBER 8, 2021

The first example is from “Outside In: The Power of Putting Customers at the Center of Your Business” by Harley Manning and Kerry Bodine, where you can read about it in more detail. The water utility company, based in the U.K., spent years planning the roll out of smart meters to their customer base.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Horizon CX

DECEMBER 1, 2023

Strategic Milestone: Apple’s success in customer experience contributes to its strategic milestone of brand loyalty. Zara’s unique business model, which emphasizes rapid production and distribution, allows the company to stay ahead of fashion trends and meet the ever-changing preferences of its customer base.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

QuestionPro Audience

APRIL 23, 2018

The fact that the video caught white patrons angrily objecting the arrest was a visible testament to the company’s customer base. Both solutions became a standard for the industry and an iconic case study on damage control. Instead, the maker of Tylenol, Johnson & Johnson, introduced a tamper-resistant packaging and $2.50-off

Brands 170

Brands Social Media Case Study Video 170

InMoment XI

SEPTEMBER 9, 2024

Customer experience consultants, like the experts at InMoment, can help you craft experiences that turn customers into brand advocates, increasing their lifetime value and positively impacting your bottom line. What to Look for in a Customer Experience Consultant? Do they have experience in your industry?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

InMoment XI

FEBRUARY 23, 2024

Market segmentation is a research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimize business practices, products, and experiences. Hopefully, your business has more than one customer. What Is Market Segmentation?

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

Retently

JANUARY 13, 2025

It pinpoints friction points that might otherwise go unnoticed, making it an invaluable metric for improving the customer journey. Moreover, Retentlys survey editor makes it simple to create custom translations, ensuring you can connect with customers in their preferred language without restrictions. What Makes It Unique?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116