Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Connections 68

Connections Engagement 2012 Definition 68

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 102

Net Promoter Score NPS Insurance Airlines 102

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

One Millimeter Mindset

NOVEMBER 22, 2018

Starting in 2012, I realized that while my Sales Aerobics for Engineers® Blog continues to win awards, the blog focuses on far more than topics which are exclusively sales-related. I look forward to continuing to guide you along your individual, workforce and business customer retention journey. One millimeter at a time.

2018 67

2018 2014 2012 Customer Retention 67

CSM Magazine

FEBRUARY 27, 2020

With vital customer intelligence at their fingertips, frontline staff are able to push out targeted sales content, pre-empt what customers will purchase in the future and predict their loyalty and value to the business. has seen first-hand how AI is transforming customer service. Three things to do before you begin.

Telecommunications 59

Telecommunications 2012 Automotive Transportation 59

Ian Williams

MAY 13, 2016

Finally, the impact of being open and honest about their pricing relative to the competition generated loyalty from certain parts of their customer base. 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.

2012 91

2012 2014 Customers NPS 91

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

ProProfs Chat

JUNE 14, 2019

What Customers Think of CX. Customers Communication Statistics. Poor Customer Service Experiences. Great Customer Service Statistics. Building Brand Loyalty. Customer Service Stats for Social Media. Build a Delightful Customer Experience With These Customer Service Statistics. .

2019 90

2019 Customer Service Social Media Poor Customer Service 90

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

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

ProProfs Chat

MAY 6, 2020

Customer Experience ROI Statistics. Customer Experience Through Social Media. Customer Experience & Engagement Statistics. Customer Experience & Retention Statistics. Customer Experience & Loyalty Statistics. Customer Experience & Satisfaction Statistics.

2020 66

2020 Customer Experience E Commerce E-support 66

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

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. I therefore want to share some observations of my week in Cape Town and Johannesburg – a week full of wonder and excitement.

Customer Experience 101

Customer Experience Travel Retail 2012 101

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

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

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

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

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

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

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

Bold360

NOVEMBER 21, 2016

He’s a marketing executive with over 20 years of experience in brand, direct, customer loyalty, digital and database marketing for leading Fortune 500 companies and high growth entrepreneurial firms. small adjustment that we made recently in our customer support team is that we will respond to tickets within a one-hour period.

2016 111

2016 2017 Customer Experience Social Media 111