ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

Article 67

Article Customer Service Hospitality Hotels 67

COPC

JUNE 27, 2018

marketing director, Jim Von Seggern, provides an overview of Joey Coleman’s book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. Joey Coleman’s Never Lose a Customer Again covers a lot of ground and does so with a highly personable and approachable style that’s a fun read.

Books 40

Books Definition Customer Retention Banking 40

Totango

JULY 18, 2018

The quality of Customer Support interactions is a big factor in customer satisfaction, yet too often agents aren’t equipped with the customer data they need to do their best work. The current state of Customer Support. They know that Customer Support teams interact with customers at key points in the relationship.

Customer Satisfaction 56

Customer Satisfaction Customer Success Customers Customer Relationships 56

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success.

Books 40

Books 2018 Customer Service Call Center 40

ShepHyken

JANUARY 3, 2024

The employee experience (EX) drives a better customer experience (CX). Employee retention is just as necessary as customer retention. TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees. Prior to the pandemic, convenience was an option. Today, it’s expected.

2024 93

2024 Customer Service Workshop Customer Service Training 93

InMoment XI

APRIL 3, 2024

By aligning digital customer experience metrics with overarching business strategies, your organization can ensure that your measurement efforts are not only meaningful but also actionable. To exemplify what a great digital customer experience looks like, let’s look at a guest’s experience with a hospitality brand. Access 3/12/2024.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

Win the Customer

SEPTEMBER 12, 2023

However, modernizing them with personalized rewards and incentives can take customer loyalty to new heights. Starbucks, for example, uses its mobile app to offer customized rewards based on individual purchase history. This not only boosts customer retention but also fosters a sense of belonging.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Beyond Philosophy

NOVEMBER 10, 2014

Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. Keeping Customers results in a high increase in value. So, there you have it.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Retently

AUGUST 3, 2023

We’ll discuss how delivering a great customer experience can give you an unparalleled edge over your competitors and how you can capture emotional responses from users to accurately measure the quality of your customer experience. Customer Loyalty is Priceless “Customer Satisfaction is Worthless.

Customer Experience 148

Customer Experience Net Promoter Score Social Media Reference 148

Beyond Philosophy

NOVEMBER 10, 2014

The ratio is off between internal and Customer measures. There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Customers were not involved in the selection of the KPIs.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

InMoment XI

AUGUST 2, 2022

Increased Customer Retention. When the customer experience is better than ever , so are customer satisfaction and loyalty. By providing improved products or services and personalized solutions, especially over time, customers will return to that company.

Advertising 295

Advertising Transportation Marketing Hotels 295

ClientSuccess

NOVEMBER 2, 2022

Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. But customer satisfaction is another side to the CSM role that has become increasingly important over the last few years. Keep tabs on customer satisfaction and account health. .

Customer Retention 70

Customer Retention Customer Satisfaction Webinar NPS 70

Beyond Philosophy

JANUARY 23, 2015

Daniel Pink is a host of Crowd Control and wrote several books on human behavior. Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples.

CEM 126

CEM Books Webinar Leadership 126

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 133

Net Promoter Score NPS Customer Retention Loyalty 133

Retently

FEBRUARY 9, 2024

These invaluable insights can steer the course of your products/services to align closely with what truly matters to your customers. Moreover, customer satisfaction surveys can turn satisfied and loyal customers into advocates for your brand. This data can inform future strategies to enhance overall customer satisfaction.

Feedback 122

Feedback Net Promoter Score Customer Satisfaction Loyalty 122

SurveySensum

DECEMBER 20, 2023

— Introducing Customer Service Metrics In simple words, Customer Service Metrics help you gauge the effectiveness of your customer service. Why are customer service metrics important? So here are the top 10 Customer Service Metrics that you should consider tracking in 2024. But why should you focus on them?

Metrics 52

Metrics 2024 Customer Service Net Promoter Score 52

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer Retention 21

Customer Retention E-support Social Media E Commerce 21

Beyond Philosophy

MARCH 16, 2015

Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. I don’t want to see Customer Experience go the same way as CRM. It is not a slogan.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world’s first organizations devoted to customer experience. Which ones do poorly?

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

OCTOBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

BirdEye

SEPTEMBER 11, 2023

AI-driven customer experience models employ artificial intelligence technologies to help businesses provide personalized, seamless, efficient, and improved customer interactions. The many benefits of this solution also include improving your customer acquisition, conversion, and delight processes.

Customer Experience 112

Customer Experience Social Media Multi-Channel Omnichannel 112

Beyond Philosophy

FEBRUARY 3, 2015

This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Sources: Aagaard, Michael. “10

CEM 121

CEM 2004 Books Retail 121

SurveySparrow

JUNE 28, 2023

It offers a unique, tailored experience that goes beyond a transaction, making customers feel valued and understood. By tapping into individual preferences and needs, personalization enhances customer satisfaction and boosts loyalty, influencing repeat business. Thereby enhancing customer satisfaction and loyalty.

Customer Experience 52

Customer Experience Healthcare Competitive Advantage E Commerce 52

SurveySensum

NOVEMBER 7, 2023

By respecting users’ choices and providing valuable, tailored information, you can strike a balance between offering guidance and allowing exploration, leading to higher customer satisfaction and retention. For example, BookMyShow launches in-app surveys when customers have booked their movie tickets.

Customer Experience 52

Customer Experience 2023 Multi-Channel E-support 52

SurveySensum

JANUARY 31, 2024

You can spot them by checking your customer retention rates – they’re spending more time on your website, buying more stuff, and relying on your offer. Know that high-value customers may be someone other than those who spend the most at your company. So, gather customer satisfaction feedback for FREE!

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Feedback Exceptional Customer Service 52

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

OCTOBER 8, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

MARCH 5, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. View our books on Customer Experience here. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

CSM Magazine

JUNE 8, 2023

Exceptional customer service that resolves complaints promptly and respectfully also increases the likelihood that shoppers or clients will recommend a business to their friends, family, and colleagues. Take a page out of these companies’ books to learn more about how to implement the best customer service practices.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Airlines Travel 52

Beyond Philosophy

DECEMBER 23, 2014

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

CEM 98

CEM Books Social Media Customer Centricity 98

Magellan Solutions

JULY 5, 2021

While they have an in-house customer support group, they get swamped by the increased number of customer calls. . After customer service outsourced to the philippines , the first 90 days provided the following results: First Call Resolution (FCR) increased to 93%. Thus decrease in customer satisfaction rate.

Customer Service 52

Customer Service Average Handle Time E Commerce E-support 52

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

OCTOBER 21, 2014

It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. I always say, “Happy employees make happy customers.”

Social Media 92

Social Media Customer Centricity Books Culture 92

SurveySensum

NOVEMBER 3, 2023

That’s the power of good customer service! 64% of business leaders say that customer service has a positive impact on their company’s growth, and 60% say it improves customer retention. – Zendesk This emphasizes the importance of delivering exceptional customer service to drive growth, increase revenue, and more.

2024 52

2024 Customer Service E Commerce E-support 52

Service Untitled

APRIL 19, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer satisfaction surveys Cheryl April 19, 2010 Behind the Scenes , Customer Satisfaction , Customer Service , Surveys 3 Comments I used to dabble in some online survey groups to gain experience in identifying customer satisfaction criteria.

Customer Satisfaction 41

Customer Satisfaction Blog 2010 2006 41