eglobalis

APRIL 6, 2025

Customer Experience and Ease of Doing Business B2B buyers increasingly expect consumer-level simplicity and speed. Firms that make interactions effortlessfrom onboarding to supportcan significantly boost customer retention. McKinsey & Company , March 23, 2023. link] Almquist, Eric, Jamie Cleghorn, and Lori Sherer.

Contact Center 270

Contact Center B2B Competitive Advantage Self Service 270

Bill Quiseng

DECEMBER 13, 2021

What’s better than gaining a new customer? That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base.

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

eglobalis

AUGUST 13, 2024

Background on Samsung and Apple To fully understand how Samsung and Apple differentiate in customer experience, it’s essential to delve into the backgrounds of these two industry titans. Here, we provide an overview of their corporate structures, leadership, and financial performance.

e-support 507

e-support Innovation Customer Centricity Loyalty 507

PeopleMetrics

FEBRUARY 6, 2025

If theres one truth about VoC that hasnt changed, its this: without leadership buy-in, your program is dead on arrival. Its not technology, survey design, or even customer response ratesits whether someone at the top is taking CX seriously and making it a top priority within the organization. AI can keep revealing insights.

Leadership 62

Leadership Competitive Advantage Effort Score NPS 62

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? Consequently, retaining the clients you acquire today and those you target tomorrow drives the future of your innovative customer retention strategy. Is your sales team still the primary star of the customer acquisition show?

Customer Retention 126

Customer Retention Innovation Strategy Leadership 126

Uniphore

JANUARY 4, 2022

How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Find out at Uniphore Converse 2022 on. Register Now.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

ECXO

JULY 29, 2024

Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Happy or Not

DECEMBER 9, 2024

Retaining customers is essential for business growth. At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones.

Customer Retention 36

Customer Retention Analytics Feedback Analysis 36

One Millimeter Mindset

MARCH 9, 2021

An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. Because professional proactivity is central to a cross-functional customer retention strategy. You know this. I know this. We all know this.

Customer Retention 102

Customer Retention Strategy Leadership Innovation 102

InMoment XI

NOVEMBER 21, 2024

For example, if you identify long wait times in customer service, the support team can work on optimizing response times. Engage the leadership by showing how VoC analysis affects company goals like boosting retention and revenue. Must-know customer service statistics of 2024 ( [link] ). Sources Khoros.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? 15 practical ways customer service teams can improve retention.

Customer Retention 117

Customer Retention Effort Score Self Service Measurement 117

ECXO

JULY 10, 2024

Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions. Customer Lifetime Value (CLV) : Estimates long-term revenue potential from a customer. Revenue Growth : Tracks growth attributed to customer experience initiatives.

Metrics 374

Metrics Analysis Feedback NPS 374

ijgolding

MAY 17, 2017

One day, I hope I do get the chance to meet him – as I have said in the past, if I ever do, I will give him a hug and thank him for changing the way the world thinks about the customer. The post Role model customer centric leadership: why I am a huge fan of Jeff Bezos! I will thank him for being my business hero.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

Customer Bliss

JULY 11, 2017

Some include: Customer satisfaction. Customer retention. Ultimately a lot of this comes back to (a) revenue and (b) system performance; the incentives tend to be around those spaces. How quickly people on-board. SERP (search result pages) change constantly at Google. Tons of testing/analysis.

Leadership 0

Leadership Customer Experience Report Innovation 0

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. Article] Improving your Voice of the Customer listening posts? How did this happen?

Resources 369

Resources Customer Journeys Video Customer Experience 369

Lumoa

NOVEMBER 8, 2018

NPS is short and simple for the customers to answer and it is very easy to track for companies. NPS consists of only two questions and it gives that one customer experience related number your leadership needs for target setting and bonuses. to retain existing customers than it is to acquire new customers.

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. And obviously, the last couple of months, as myself and my leadership have had to recast that vision. “When you talk about concern, anxiety and sustainability kind of go hand-in-hand.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Experience Investigators by 360Connext

DECEMBER 10, 2024

Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Customer Experience Strategy Success Statement , which identifies the specific customer experience outcomes that will matter most to your organization and how those tie to the broader company and leadership team goals.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

One Millimeter Mindset

JANUARY 19, 2022

Surprised to enter 2022 digging yourself out of a huge 2021 customer defection hole? It just could be you left your entire client retention strategy up to the virtual customer retention dog. What excuses do you make to your managers about your less-than-stellar rate of customer retention?

Customer Retention 99

Customer Retention Touchpoint Customers Sales 99

GetFeedback

MAY 9, 2019

There are four pillars that serve as the stabilizing foundation of any customer experience program: . Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. You can prove an increase in revenue through customer retention and sales optimization. .

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

InMoment XI

AUGUST 19, 2024

Why is Customer Experience ROI So Important? Investing in customer experience isn’t just about making customers happy—it’s about driving substantial business growth. As a result, ROI becomes a crucial metric in customer experience metrics for any business focused on achieving lasting success.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

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

eglobalis

JULY 2, 2024

Customer Lifetime Value (CLV) : Estimates revenue potential from a customer over their lifetime. Revenue Growth: Tracks growth directly attributed to customer experience initiatives. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 453

NPS Feedback Net Promoter Score B2C 453

Think Customers

APRIL 10, 2025

This means ensuring that every investment in CX improvement is linked to measurable business outcomes , gaining leadership buy-in , and ensuring every department contributes to a unified, customer-centric vision. reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ).

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures. While customer acquisition and lead conversion are integral parts of growing a SaaS business, with time, retention and renewals gain equal and eventually greater importance.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Comm100

SEPTEMBER 22, 2021

In this article, the second in a series of four, we’ll continue our journey into digital transformation in customer service by looking at the best practices for adopting a digital transformation service strategy. Engaging With Leadership. To executive leadership, the overriding benefit of digital transformation is cost savings.

Customer Service 227

Customer Service Social Media Leadership Omni-Channel 227

eglobalis

SEPTEMBER 16, 2024

In terms of revenue growth, businesses that invest in CX often see higher customer retention rates and increased lifetime value of clients. Customer-centric organizations tend to outperform their competitors because they consistently deliver value across the customer journey.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

Customer Bliss

DECEMBER 27, 2016

CCO survival kkill: Creating a unified leadership team. I usually call this “one-company leadership.” Unifying leadership teams has been a theme of my life’s work, and you’ll see it in dozens of podcast quotes I’ll provide Thursday. 35 data-backed approaches to customer retention.

Leadership 0

Leadership Customer Retention Company Customer Experience 0

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

C3Centricity

AUGUST 6, 2024

This seismic shift often faces resistance from employees deeply rooted in traditional practices, who may struggle to see the immediate benefits of a customer-first approach. Companies grapple with ingrained behaviours, leadership communication gaps, and inadequate training programs. times higher customer retention and 1.9

Strategy 156

Strategy Customer Centricity Culture Case Study 156

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

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. For additional insights on Customer Success influences and trends, download the full 2022 Customer Success Leadership Study.

Study 98

Study Leadership Customer Success Industry 98

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 139

Customer Service Customer Retention Customer Service Strategies Infographics 139

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. My Comment: I hear it over and over again from B2B leadership.

Customer Service 157

Customer Service B2C B2B Customer Retention 157

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Check In: Review customer feedback and discuss any key customer experience metrics. . This is a good time to address processes around customer feedback, too.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364