Customer Bliss
JUNE 16, 2016
Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development. Click To Tweet.
ShepHyken
MAY 13, 2024
Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.” What Is Churn Rate?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
JUNE 16, 2022
Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Brian Cantor, Managing Director, Digital at Customer Management Practice.
Customer Bliss
AUGUST 3, 2018
“A very small increase in customer retention can yield a huge impact on profitability.” Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, How Net Promoter Companies Thrive in a Customer-Driven World.
ShepHyken
SEPTEMBER 13, 2021
(CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Customer loyalty refers to customers who have decided to continue to do business with a brand as a preference over that brand’s competitors.
Customer Bliss
JULY 11, 2017
She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. Some include: Customer satisfaction. Customer retention.
ijgolding
SEPTEMBER 21, 2015
As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) The book has been designed to specifically do the following: ‘Inspire’ – through the sharing of stories and their underlying customer centric philosophy.
Expert insights. Personalized for you.
141 
Let's personalize your content