CSM Magazine

NOVEMBER 6, 2016

Most business leaders acknowledge the potential for customer service to drive long-term revenue through improving customer retention and repeat business. Customer loyalty opinion leader, Fred Reicheld, proved the significance of this in customer retention terms some years ago and it still holds strong today.

Financial 55

Financial Chief Customer Officer Net Promoter Score 2006 55

ClearAction

OCTOBER 16, 2019

Strong customer experience performance in the post-purchase phases yields better customer references, case studies, and referrals. Continuity of customer expectations management from Marketing to Sales to Operations simplifies customer retention and reduces the burden on Customer Service and Customer Success.

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

Arie Goldshlager

SEPTEMBER 24, 2014

I still find this 2006 Sloan Management Review article on How to Prevent Your Customers From Failing very timely. Please note particularly: “ Research indicates that about one-third of all service problems are caused by the customer.

2006 44

2006 Article Customers Technology 44

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Connections 68

Connections Engagement 2012 Definition 68

ProProfs Chat

FEBRUARY 13, 2020

And when customers get their desired discounts and offers, they tend to purchase more from the same brand and spread the word amidst their known ones. A decade long survey from 2006-2016 examined the growth trends of loyalty programs in the US and found that memberships have grown from 3.3 Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Chattermill

SEPTEMBER 11, 2019

Netflix, Amazon and Spotify have trained us to expect a smooth customer journey with little to no friction. Your customers will automatically see friction when you fail to live up to the experience they’re used to elsewhere. Netflix keep customers engaged.

Customer Experience 76

Customer Experience Touchpoint Entertainment 2016 76

PeopleMetrics

APRIL 28, 2015

In 2006, the most common reason customers visited a branch was to deposit funds. In 2014, the most likely reason a customer is in the branch is to resolve an issue. This means the customers' needs and expectations from the bank's employees are more demanding and higher than ever.

Banking 79

Banking Customer Experience 2014 2001 79

Service Untitled

JUNE 15, 2010

photo credit: liber Possibly Related Posts: Employee hiring key to customer retention Customer retention is the relationship you have and how you. Panera Bread 2010 “25 Customer Service Champs&# Panera Bread is a casual restaurant that owns and franchises.

Blog 46

Blog 2010 2006 Customer Satisfaction 46

Retently

SEPTEMBER 17, 2018

Because NPS is related to a company’s growth and customer retention levels. And if they do the latter, it’s safe to assume those people are loyal customers. Contrary to the common belief that Apple doesn’t like to listen to its customers, Apple was one of the first big proponents of Net Promoter Score.

NPS 102

NPS Net Promoter Score Loyalty Omnichannel 102

Service Untitled

MARCH 26, 2010

Help customer focus with the right attitude There are a number of factors that significantly affect how. Customer service for those clients from hell You know those callers – rude and insulting. Of course, Employee hiring key to customer retention Customer retention is the relationship you have and how you.

Customer Focused 42

Customer Focused Blog 2010 2006 42

Service Untitled

SEPTEMBER 8, 2010

Let’s face it; the more positive employee engagement, the more positive customer service, and the more company success. photo credit: lululemon athletica Possibly Related Posts: Engineer a customer-centric organization Customers make their decisions based on their emotions and how.

Blog 46

Blog Engagement 2010 2006 46

ClearAction

FEBRUARY 14, 2015

" Indeed, the financials seal the deal: "the public FoEs (firms of endearment) returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S&P 500; that’s more than a 8-to-1 ratio! Customer Engagement is the Capstone of Customer Experience Management. to-1 ratio."

Customer Experience 88

Customer Experience Customer Centricity Financial Customer Experience Management 88

ijgolding

FEBRUARY 9, 2016

They reported in 2006 in the Proceedings of the National Academy of Sciences USA that elephants, like the other mammals in that exclusive circle, are the only animals known to recognize their reflections in a mirror.

2007 65

2007 2006 Customers Airlines 65

Service Untitled

AUGUST 5, 2010

Possibly Related Posts: Wachovia delivers positive customer service Every bank gets their fair share of criticism. No customer service for loan modifications In 2004, Missy and Keith paid $450,000 for their home, Working on customer retention The biggest challenge in business is giving customers what they.

Blog 41

Blog Customer Service Representative Customer Service 2010 41

ijgolding

APRIL 29, 2015

Both Martin Ling and Russell Slade helped Orient to become a business that its fans (customers) could become proud of. Martin Ling celebrates Orient’s promotion to League 1 in 2006. The inspirational leadership team of Barry Hearn and Russell Slade.

Leadership 128

Leadership 2014 2015 Financial 128

Service Untitled

MAY 13, 2010

photo credit: hi-lo Possibly Related Posts: All about customers Customers come to your business and buy services or products. Working on customer retention The biggest challenge in business is giving customers what they. People want to do business with people they respect; let’s build from there.

Blog 44

Blog Feedback 2010 2006 44

Service Untitled

APRIL 22, 2010

Service Untitled» Blog Archive » Internal customer service counts too [.] Leave a Reply « Customer service is for lawyers, too. said: Apr 22, 10 at 8:38 pm [.]

Blog 44

Blog Customer Service 2010 Insurance 44

Service Untitled

APRIL 19, 2010

Automated software make surveys relatively easy, and depending on the age, socio-economic and geographic areas the survey is designed to reach, the results can make a discernible improvement in customer satisfaction. Independent customer service agency STELLA Service claims to be the first completely independent customer.

Customer Satisfaction 41

Customer Satisfaction Blog 2010 2006 41

Beyond Philosophy

NOVEMBER 9, 2023

I have long been an advocate of focusing on customer retention over acquisition. However, my pessimistic side is still surprised that few organizations focus on customer retention. It cripples their customer-driven growth. For example, all the new incentives are for new customers.

2024 78

2024 Customer Satisfaction 2006 2010 78

Beyond Philosophy

JUNE 4, 2015

Just on the basis of comparison to the S & P 500, the public companies singled out by Firms of Endearment returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S & P 500, more than an 8 to 1 ratio. Bottom line: Being human is good for the balance sheet as well as stakeholders.

Financial 144

Financial White Paper Books Airlines 144

SurveySensum

SEPTEMBER 8, 2023

In 2006, Bain & Company conducted thorough research on Dell’s detractors and promoters. Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million. They found that on average, a consumer is valued at $210 to Dell.

NPS 52

NPS ROI Social Media Banking 52