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. But if that interaction also ends negatively, the customer support experience can become the straw that breaks the camel’s back.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

BlueOcean

JANUARY 8, 2019

Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: • 37% of customers would change their supplier. • 28% would post a negative online review. • 26% would complain via social media. • 13% would tell friends/colleagues. • 10% would inform the media.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

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. But if that interaction also ends negatively, the customer support experience can become the straw that breaks the camels back.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

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. Reduced Costs A good customer experience often results in fewer customer complaints and support tickets.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Tricia Morris

MAY 26, 2015

If your brand focuses on consistent and authentic customer service and engagement both before and after the sale, a one-time customer can become a lifetime customer who also creates additional customers. New Customers from Engagement. Customer Retention through Action on Feedback.

Sales 40

Sales Customer Service Poor Customer Service Social Media 40

SurveySensum

JULY 14, 2020

He is a prolific Writer, Service Management and Support Industry Analyst, and an International Speaker with a specialization in exploring the connection between customer service and technology, with extensive experience in the IT and technology industries. Emma Donnelly – Head Of Customer Service at Redrow Homes.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132