BlueOcean

OCTOBER 21, 2024

TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

InMoment XI

FEBRUARY 15, 2023

This means achieving one or more of the four key economic pillars: acquiring more customers, keeping more customers (reducing churn), growing lifetime customer value (CLV), or reducing cost to serve. And your C-Level executives, board and shareholders expect this.

Sports 221

Sports Leadership Lifetime Customer ROI 221

InMoment XI

SEPTEMBER 19, 2024

The end-to-end customer experience is important because it can be key to retaining customers. 86% of customers agree that they would switch to a competitor after three or fewer negative experiences with a brand. You may also be able to drive employee engagement by offering incentives once certain metrics are met.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

Totango

FEBRUARY 28, 2019

Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. Adoption is about more than just usage; it’s about helping your customer get the most out of your services.

Metrics 83

Metrics Customer Success ROI Measurement 83

CloudCherry

MARCH 19, 2018

First and foremost, brands need to have a clear understanding of their CX investments and the ROI they’re looking to extract from it. • Successful brands think progressively on how they can improve services and deliver delightful customer experiences. Link metrics such as CSAT, NPS and CES directly to business outcomes.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

CloudCherry

MARCH 19, 2018

First and foremost, brands need to have a clear understanding of their CX investments and the ROI they’re looking to extract from it. • Successful brands think progressively on how they can improve services and deliver delightful customer experiences. Link metrics such as CSAT, NPS and CES directly to business outcomes.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150