Retently

MAY 9, 2024

Personalizing customer interactions, offering exceptional customer support, and proactively addressing concerns are key components that boost customer retention and trust in B2B markets. Why is B2B Customer Retention Important? That’s an impressive jump, emphasizing the increasing role of customer service.

Customer Retention 78

Customer Retention B2B Customers Loyalty Programs 78

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. And we all know, what goes online, reaches everyone and hampers the brand image as well. Customer expectations.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Maru Group

NOVEMBER 28, 2018

We’ve continued to see a trend towards retailers extending Black Friday shopping events this year in a bid to manage demand and customer expectations. Now, however, retailers are extending the period when deals and offers are available to help manage demand and avoid headline website failures witnessed in November 2014.

2018 45

2018 Loyalty Retail Events 45

Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. Wow your customers on social media with excellent service.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ijgolding

SEPTEMBER 8, 2014

What a phenomenal way of dealing with a customer enquiry!! Response via Email 06/09/2014 10:37. Disney is a brand that is synonymous with great ‘branded customer experiences’ – this highlights exactly why. Not only did Brian receive a postal response, he also received the following email: Subject.

Customer Experience 131

Customer Experience 2014 Customer Expectations Customer Retention 131

OpinionLab

JUNE 17, 2016

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. The impact of smart devices on customer behavior is undeniable.

E Commerce 74

E Commerce Multi-Channel 2015 Telecommunications 74

Maru Group

NOVEMBER 28, 2018

We’ve continued to see a trend towards retailers extending Black Friday shopping events this year in a bid to manage demand and customer expectations. Now, however, retailers are extending the period when deals and offers are available to help manage demand and avoid headline website failures witnessed in November 2014.

2018 40

2018 Loyalty Retail Events 40

Stella Connect

MARCH 7, 2017

No matter what your customer experience looks like, the journey with your brand should be easy and engaging. It’s exactly what your customers want, expect, and deserve. Including—or especially—those customers who decide they’ve made the wrong purchase. Zappos is one brand that has mastered the art of happy returns.

Brands 40

Brands Retail 2016 2014 40

Qualtrics

MAY 9, 2019

She has built a career at the world’s most iconic brands, shaping the experience for billions of customers. As part of our Customer Experience Visionaries series, we caught up with Emily to explore how asking the right questions, at the right time, has been the foundation for her success. Are you a part of the loyalty program?

Brands 36

Brands Hotels Loyalty Programs Loyalty 36

ProProfs Chat

JUNE 14, 2019

Great Customer Service Statistics. Building Brand Loyalty. Customer Service Stats for Social Media. Build a Delightful Customer Experience With These Customer Service Statistics. 40% of all Americans believe that businesses have begun to better focus their attention on customer service.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

CSM Magazine

DECEMBER 1, 2020

Customers expect immediate results but they also crave the personal touch. Changing expectations are driving the need for a faster, more personalised and memorable customer experience (CX). Statistics tell us that customers choose chat for convenience and shorter wait times, unlike voice calls. Abbie Heslop of EBI.AI

Automotive 69

Automotive Transportation 2014 Social Media 69

ShepHyken

AUGUST 22, 2016

It’s more than a list of ways to boost customer loyalty. Exceeding Customer Expectations Is Nice but Not Necessary by Adam Toperek. CTS Service Solutions) Let me say it here once and for all: You do not have to exceed customer expectations to deliver great service. (CTS Read this article.

2016 0

2016 Article Customer Service Customer Retention 0

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. Recent trends in customer service show that companies can delight their customers while generating revenues. Yet, relatively few contact centers have focused on providing a consistent customer experience.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

ijgolding

JUNE 25, 2018

Entitled, ‘Exceeding Customer Expectations’, the book claims to be able to share the following : What’s the secret to wowing your customers while maintaining a loyal and dedicated workforce? Louis into a $9 billion global powerhouse, EXCEEDING CUSTOMER EXPECTATIONS reveals how to: ?

2007 77

2007 Books 2018 Customer Centricity 77

C3Centricity

OCTOBER 1, 2019

"to be the Earth's most customer-centric company, where customers can find and discover anything they might want to buy online.". Although they don't specifically mention exceeding their customers' expectations, they are known for regularly giving extra in their customer service.

Customer Satisfaction 72

Customer Satisfaction Hotels Marketing Customer Centricity 72

SurveySparrow

NOVEMBER 15, 2019

Then around 2014, you began delving into the customer experience sector. Judith: A major change that I’ve noticed is how deeply integrated smartphones are in meeting people’s personal and business needs and how it’s changed customer behavior. This approach implies understanding how the mindset of your customers work.

Advertising 71

Advertising E Commerce Magazine E-support 71

Natalie Petouhof

APRIL 12, 2016

Together, the companies are empowering companies to engage their customers through dynamic experiences around products, brands and moments—all connected to their business. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

2014 49

2014 Connections Leadership Customer Journey 49

Bold360

FEBRUARY 23, 2017

Worryingly for the sector, the 2015 World Retail Banking Report revealed that the number of positive customer experiences had fallen for the second consecutive year and that these numbers continue to drop. Creating a New Self-Service Solution in Banking.

2017 63

2017 Financial Banking 2014 63

Qualtrics

JULY 15, 2019

For over twenty years, Amazon has set the standards in e-commerce with almost unrivaled product inventory and competitive prices, and while that would be plenty for a successful business, what’s taken Amazon to a legendary brand is the combination of customer experience and product that keeps people coming back for more.

Customer Experience 37

Customer Experience E Commerce Social Media Apparel 37

Kayako

FEBRUARY 16, 2017

Your customer wants quick, easy answers to their simple questions. CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. so the page would be in German. Let’s review….

Retail 92

Retail 2012 Article 2014 92

ijgolding

MAY 20, 2015

The company was named ninth on Business Week’s top 25 companies customer service list in 2007. It was therefore no surprise that when I myself became a customer of my local Enterprise branch in Chester, North West England, I was very pleased with the Customer Journey I experienced. Most of all, I TRUSTED them.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

Retently

JUNE 4, 2018

Only by showing commitment to take the received feedback seriously your business will be able to differentiate from competitors and will help you turn your Detractors into Promoters, Passives into engaged customers and Promoters into brand advocates. Closing the Customer Feedback Loop: Turn Insights into Action.

Feedback 60

Feedback Insights Net Promoter Score NPS 60

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

Clarabridge

NOVEMBER 24, 2015

Make your social channels into customer care hubs : Getting up early the day after Thanksgiving to wait in line for Black Friday deals is an emotional decision. If your customers’ expectations aren’t met, their reactions can range from disappointment to frustration to anger—so you need staff ready and able to take quick action.

Feedback 40

Feedback Retail Social Media 2013 40

Comm100

JANUARY 14, 2016

In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly. According to a CellCentreHelper.com report , only 3% of companies used social media to communicate with customers as of May 2014.

2016 0

2016 Customer Service Social Media 2015 0

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Overall, across email, the web and Twitter, brands were only able to correctly answer 51% of questions that were put to them.

Social Media 40

Social Media Customer Service 2015 Entertainment 40

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. SlackDown: A Lesson in Brand Interaction.

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

delighted

APRIL 5, 2019

Develop long-term solutions to safeguard against future negative experiences while turning existing unhappy customers into your biggest fans. Follow up with passive customers: There will always be some customers who are passive or neutral. Step 1: Collecting and reporting customer feedback. Close the loop.

Feedback 43

Feedback Customer Experience NPS Net Promoter Score 43

ProProfs Chat

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. But you need to know that good customer service stories aren’t made in a day or two.

Customer Service 51

Customer Service Airlines E-support Brands 51

Grade.us

APRIL 2, 2018

I ordered a brand new midi keyboard. Brand moat. Customers who want a BMW are eager to pay the premium price they ask. You give customers something they can't or won't get anywhere else. They reward you with their loyalty - eagerly or begrudgingly. Customers expect to be wowed.

Competitive Advantage 38

Competitive Advantage 2014 Exceptional Customer Service 2015 38

SmartKarrot

SEPTEMBER 10, 2020

These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees. Since customer success is a relatively new business function, the Chief Customer Officer is one of the latest roles. It is the CCO’s job to align all those departments with a customer-centric culture.

Chief Customer Officer 10

Chief Customer Officer Loyalty Programs Customer Centricity Customer Success 10

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. These days, customers expect contextual personal care no matter what their unique situation is.

2016 111

2016 2017 Customer Experience Social Media 111

Comm100

OCTOBER 11, 2017

Well-trained operators mean better customer satisfaction. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Social Media 49

Social Media Customer Service Strategies Customer Service Download 49

Comm100

FEBRUARY 16, 2018

” Zuckerberg is forthcoming about the effect that this will have on businesses: “As we roll this out, you’ll see less public content like posts from businesses, brands, and media. As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.”

2018 40

2018 2017 Customer Service Social Media 40