Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Retently

MARCH 23, 2023

First, poor service can and will hurt your customer relationships. The second is that taking a short-term approach to retention, as Comcast and other brands did by using aggressive customer retention tactics, will likely backfire. Since 2012 , United has been ranked as the worst or near worst among its competitors.

Net Promoter Score 113

Net Promoter Score NPS Insurance Airlines 113

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

Amity

MAY 5, 2016

Customer Churn. Customer Health Score. Customer Lifecycle. Customer Retention. Customer Success. Customer Success Manager. "Customer Health Score" makes a lot of sense - 5 Tips for Creating and Maintaining Customer Loyalty [link] via @mashable. Customer Lifecycle.

Net Promoter Score 57

Net Promoter Score 2007 2008 Customer Success 57

Ian Williams

MAY 13, 2016

Since they launched Best Deal for You in September 2012, all the ‘major six’ players in the UK have lost market share to the smaller independent providers. , so informing these people of a lower price elsewhere was almost immaterial. The question remains as to whether this worked for E.On

2012 91

2012 2014 Customers NPS 91

Beyond Philosophy

MAY 14, 2015

As many as 2/3 of Customer service interactions will occur without human-to-human contact. While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).

White Paper 160

White Paper 2014 2015 2012 160

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Education Services Group

NOVEMBER 19, 2019

The company folded in 2012. These days, the hot topic across the corporate world is Customer Success, and unfortunately, many executives are slapping the CS label onto existing departments without really examining what that means. In Sasson’s words, “management’s reaction was, ‘that’s cute, but don’t tell anyone about it.’”

Customer Success 40

Customer Success 2012 Social Media Customer Retention 40

Magellan Solutions

JUNE 15, 2021

Better Retention in Customer Service Solutions. Speaking of customer retention, consumers can easily remember you if they have a very convenient conversation with your agents. . A business with more than 50% committed employees has an 80% chance to retain all their customers. .

Customer Service 52

Customer Service Call Center 2008 2014 52

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

ChurnZero

MARCH 3, 2020

Every year, tens of thousands of Marketers, Salespeople, and Customer Success pros converge in Boston for a week of learning, inspiration, and connection at INBOUND. Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. INBOUND 2020 Date: August 18 – 21, 2020 Location: Boston, MA.

2020 72

2020 Customer Success Events Workshop 72

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

Daniel Group

NOVEMBER 6, 2014

A 2012 study by Richard Foster at Yale University found average tenure of a company on the S&P 500 index has dropped from 61 years in 1958 down to only 18 years in 2011. In the early 2000’s we began to focus more on customer service as our clients were talking as much about customer retention as they were about finding new clients.

2011 40

2011 2012 Customer Retention Consulting 40

SurveySparrow

FEBRUARY 18, 2024

Nicereply : For Advanced CX Metrics Source: nicereply.com Nicereply was founded in 2012 as a customer experience platform. While Customer Thermometer provides basic feedback collection, Nicereply specializes in measuring customer happiness and automating feedback processes. Proactive Customer Retention: Prevent Churn!

2024 52

2024 Multi-Channel E Commerce Tourism 52

Survicate

MAY 16, 2019

The insights received and later implemented led to 10-15% increase in customer spending and 4 to 5 times higher retention rate. It can also show you the condition of the company and its ability to handle the difficult situation of Customers canceling their regular subscriptions.

Customer Satisfaction 79

Customer Satisfaction Metrics Net Promoter Score NPS 79

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

Comm100

FEBRUARY 5, 2018

According to a survey of more than 75000 participants, going above and beyond had a lower impact on customer loyalty than actually solving problems. Since the birth of the contact center, the balance between efficiency and quality has been a hot topic for managers looking to cut costs while also ensuring customer retention and loyalty.

E Commerce 41

E Commerce Contact Center 2012 E-support 41

Opinionator

JUNE 27, 2019

Either way, if you have restrooms, you may not be aware of how they impact both brand image and customer retention. What is more, this is down compared to 66% in 2012. As a consequence, customer satisfaction, customer retention, brand image, and future profitability are badly affected. Better HSE exposure.

2011 60

2011 2012 Magazine Customer Retention 60

ijgolding

AUGUST 7, 2014

By 2012, the number had declined to 49,433. A little more attention to detail may make the ‘maybe’ become a ‘definitely’ Customer Journeys Customer retention and loyalty CX Reviews customer experience reviews Doric Arch Fullers Fullers Doric Arch'

Customer Experience 80

Customer Experience 2002 2014 Customers 80

ProProfs Chat

MAY 6, 2020

This customer experience fact is indicative of those customers who do not mind spending more on a brand that offers the best customer service experience. Increasing customer retention rates by 5% increase in profits anywhere from 25% to 95%. (Sources: Bain & Company ) Tweet this. higher customer retention, 1.9x

2020 66

2020 Customer Experience E Commerce E-support 66

ijgolding

SEPTEMBER 2, 2015

I myself have written about Ryanair on three separate occasions: In September 2012, I wrote about Ryanair ‘having the most consistent Customer Experience on the planet’ . In April 2014, I wrote a Customer Experience Review of Ryanair – they did not fare so well!

Airlines 87

Airlines Travel 2014 Financial 87

SmartKarrot

FEBRUARY 16, 2022

Not just brand loyalty, CX is a key factor when making purchase decisions, customer retention, and even word-of-mouth advertising. Considering this importance, we have brought a list of 75 customer experience statistics to you. These will help you efficiently create an excellent experience for your customers.

2022 10

2022 Customer Experience E Commerce Social Media 10

Optimove

JANUARY 16, 2024

First, an overview of the State of the CRM Marketing Industry: Since our founding in 2012, we’ve understood that consumers go through a mix of rational, emotional, analytical, and illogical phases in their journey toward making a purchase. This highlights our efficiency, customer retention, and enhancement of customer order value.

2023 52

2023 Net Promoter Score 2012 2024 52

ProProfs Chat

JUNE 14, 2019

Attracting a new customer is 6-7 times more expensive than retaining a current one. A 5% increase in customer retention can produce 25% more profit. Increasing customer retention rates by 5% boost profits by 25% to 95%. Companies that excel in customer experience drive revenues 4% to 8% higher than their peers.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

Gainsight

FEBRUARY 2, 2024

Companies engaging their customers with up-to-date product information and success content are reducing churn, decreasing support costs, and improving customer satisfaction. In short, customer training leads to customer retention.

Seminar 52

Seminar Webinar Document Consulting 52

SmartKarrot

JUNE 12, 2020

Because of the customer’s insatiable and ever-increasing demand for experience and not cold calls Because the customer wants to be in full control of the buying process Because according to the 2018 Demand Gen survey, 65% buyers believe peer recommendations and review sites — this figure was just 20% in 2012.

2012 10

2012 2018 2017 Sales 10

ijgolding

JULY 19, 2016

However, I am a huge believer in the need to share experiences – both positive and negative – so that other customers may benefit from the knowledge gained from either the exceptional or disastrous experiences I have. You are reading that correctly – not a single CEO has actually responded to my contact themselves.

Customer Focused 75

Customer Focused Customer Centricity Airlines 2012 75

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Currency Alliance

DECEMBER 13, 2018

To quote Harvard Business Review : “In dollar terms, small players—defined as those with sales less than $1 billion—grabbed approximately $15 billion in sales from their larger peers between 2012 and 2017.”. But customer loyalty itself is more important than ever, now that customer retention is harder earned.

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

ijgolding

JULY 1, 2015

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me.

Customer Experience 101

Customer Experience Travel Retail 2012 101

Bold360

NOVEMBER 30, 2016

Learn how a customer service bot can help you improve customer retention and cx- download our free white paper! The post The Definitive Guide to Chat Bot Strategy appeared first on Nanorep - Digital Customer Self-Service Solution. Image via Facebook (Mark Zuckerberg).

Definition 104

Definition ROI White Paper 2016 104

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Customer Success 0

Customer Success Customers Definition Metrics 0

Amity

AUGUST 5, 2016

I started working with him in 2012 and it’s really shaped my career and my own leadership mindset since then. And finally and most importantly, the one metric that underlines all of these is retention. We look at both employee retention and customer retention.

Customer Success 91

Customer Success Culture Customers 2011 91

Currency Alliance

MAY 9, 2019

Few brands have yet appreciated that, as this blossoming mobility marketplace becomes highly competitive, strategies and tools will be needed to capture this insight, maximize customer retention, and minimize CPA – not just in their existing spheres of control, but across every channel that funnels customers to their service and keeps them engaged.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

CSM Magazine

FEBRUARY 27, 2020

Royal Bank of Scotland manages 17 million customers but managed to raise its Net Promotor Score by 18 points unanimously after deploying AI while US telecommunications giant Sprint achieved a 14% increase in customer retention in just six months, simultaneously overcoming an industry-high in turnover rates.

Telecommunications 59

Telecommunications 2012 Automotive Transportation 59

Bold360

NOVEMBER 21, 2016

small adjustment that we made recently in our customer support team is that we will respond to tickets within a one-hour period. This change alone has resulted in a much higher customer retention rate than before. Tax in 2012 to provide tax filing services and. Greg Dewald. Greg Dewald founded Bright!Tax

2016 111

2016 2017 Customer Experience Social Media 111

SurveySparrow

JULY 23, 2021

Here, not only do companies get to collect data from their customers, but they also get to build a personal rapport with them. In the grand scheme of things, this often translates into better customer retention and loyalty. However, like a paper survey, telephonic survey research can also be quite time-consuming.

Insurance 52

Insurance 2012 2013 Social Media 52