CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Here are 5 ways specialist service bots can play a winning role in your organization’s customer retention strategy: 1.

Contact Center 64

Contact Center 2006 2009 Insurance 64

Retently

MARCH 23, 2023

There are two lessons here for businesses aiming to improve retention, increase customer satisfaction, and foster loyalty. First, poor service can and will hurt your customer relationships. Comcast’s efforts probably kept some customers onboard but at the cost of many others who deserted the company for good.

Net Promoter Score 124

Net Promoter Score NPS Insurance Airlines 124

ijgolding

AUGUST 3, 2018

In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. All the assistant needed to have done (without even needing to speak to a manager), is offer us an exchange – or a gift card to the value of the item – anything in fact – to retain our custom.

Retail 76

Retail 2009 Leadership Customer Centricity 76

ijgolding

MAY 21, 2018

In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. Do we know what our purpose is and how we are going to make it a reality for our customers? Is our purpose still relevant to our customers? ; and ‘how are we going to continue to make our purpose a reality?’;

Retail 74

Retail 2005 2009 2013 74

SmartKarrot

JANUARY 25, 2022

These programs got the name of customer marketing. . Customer marketing is one of the key functions of an organization. On the other hand, customer success has been around since early 2009. Definition of customer marketing. Customer marketing is any marketing activity that focuses on current customers.

Customer Success 10

Customer Success Marketing 2009 Customers 10

CX Journey

JANUARY 11, 2018

From desktop and laptop computers to tablets and smartphones and even brick and mortar stores, the customer journey is more complicated than ever. A survey by Aspect Software indicated that businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t.

Omnichannel 58

Omnichannel Communication 2009 Social Media 58

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132