SmartKarrot

SEPTEMBER 21, 2020

Given the choices that customers have in today’s SaaS industry, customer focus has become indispensable for a SaaS company. Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Customer focus service can be a competitive advantage if you have the right mindset.

Customer Focused 10

Customer Focused Culture Net Promoter Score ROI 10

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Totango

OCTOBER 12, 2022

Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. .

Customer Success 110

Customer Success 2022 Culture 2021 110

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

OCTOBER 8, 2018

10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers. Good common sense tips to create a customer-focused culture.

Article 85

Article 2018 Customer Service Customer Retention 85

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. Follow on Twitter: @Hyken.

Article 93

Article 2020 Customer Service Customer Retention 93

CSM Magazine

JANUARY 30, 2024

Zappos Zappos, the online footwear and apparel trailblazer, has carved a niche by making customer service an art. They’ve earned accolades for their round-the-clock customer support, effortless return processes, and a corporate culture that values going above and beyond to delight customers.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

One Millimeter Mindset

DECEMBER 5, 2018

Because they are key to positive customer experiences. And they fuel customer success and customer retention. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. First, does employee-focus translate into customer-focus? Here’s why.

Engagement 63

Engagement Culture Workshop Employee Experience 63

Alida

JUNE 23, 2017

To truly understand Amazon’s success, you have to go back to its founder, Jeff Bezos, whose obsession with customer-centricity is widely publicized. “If If you have a customer-centric culture, that cures a lot of ills,” Bezos said in an interview in 2013. Customer retention in grocery business now more critical than ever.

Retail 153

Retail Competitive Advantage 2013 Innovation 153

One Millimeter Mindset

MARCH 18, 2019

Also, these professionals perceive their workplace culture and mindset as operationally-oriented and numerically goal-driven. Have I just described your workplace and organizational culture? With them, and for them, on behalf of better serving each other and your customers. Then, take these next steps….

Workshop 72

Workshop Customer Retention Communication Culture 72

One Millimeter Mindset

NOVEMBER 12, 2018

Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? Discover how my programs kick start a storytelling culture for your organization or association.

Workshop 75

Workshop Customer Retention Events Culture 75

PeopleMetrics

JUNE 30, 2014

You know the familiar saying: “ Culture eats strategy for lunch ”? That’s because culture, like strategy, is intangible, soft and elusive. And yet, so many businesses claim that they have or aspire to have a customer centric culture - to become more customer-centric, to put the customer first, to be customer-inspired.

Customer Centricity 111

Customer Centricity Culture Customer Retention Sales 111

ShepHyken

JANUARY 10, 2022

For years I’ve preached that not upselling when it’s right for the customer, is bad customer service. 12 Strategies Businesses Can Use to Show Appreciation for Their Customers by Rolling Stone Culture Council. Rolling Stone) Happy customers are the fuel necessary to run any successful business.

Article 75

Article 2022 Customer Service Loyalty Programs 75

Kustomer

NOVEMBER 1, 2021

She has also authored two books on customer experience. Harvard Business Review – The HBR IdeaCast is a great resource for insights, up-to-date trends, as well as the practicalities of how cultural shifts impact business. – Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast.

Customer Service 98

Customer Service 2004 Entertainment Download 98

ShepHyken

MARCH 21, 2022

How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Total Retail) To help keep brands growing and revenue increasing beyond a customer’s initial experience, here are some concrete steps brands can take to engage their customers this spring season after they’ve purchased a product.

2022 67

2022 Article Customer Service Magazine 67

ShepHyken

AUGUST 8, 2022

That said, you’ll enjoy this author’s version of how to WOW your customers. 5 Ways to Drive Customer Retention in a Post-pandemic World by Katie Fairchild. Customer retention statistics show that 65% of a company’s business comes from its existing customer base. Follow on Twitter: @Hyken.

Article 23

Article 2022 Customer Service Culture 23

ShepHyken

JANUARY 16, 2017

And, while the article focuses on B2C, the stages can be found in any business relationship. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. So the margin for error for crafting long-term customer relationships is razor-thin.

2017 87

2017 Article Customer Service Contact Center 87

Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. Episode Frequency: Weekly Episode Length: 20-30 minutes. Experience This!

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

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. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

ShepHyken

NOVEMBER 26, 2018

Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Nextgov) Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets. Customer Retention Made Easy by Samir Palnitkar.

Article 81

Article 2018 Customer Service Airlines 81

ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. Video can tell, sell and connect with your customers. The concept is simple.

Article 76

Article 2020 Customer Service E Commerce 76

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

SurveySensum

JUNE 19, 2023

Understand Your Customer’s Needs and Expectations Personalize Customer Experience Streamline and Optimize Customer Service Processes Foster a Customer-Centric Company Culture Continuously Monitor and Improve Customer Satisfaction The Five P’s Wrapping Up! Trust me, these tips are game-changers.

Customer Satisfaction 52

Customer Satisfaction Customer Centricity Net Promoter Score Social Media 52

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. 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.

Social Media 92

Social Media Customer Centricity Books Culture 92

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

ShepHyken

DECEMBER 3, 2018

On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience. Here are four reminders of what to do with that angry and upset customer. by Manish Nepal .

Article 102

Article 2018 Customer Service 2019 102

ClientSuccess

JANUARY 25, 2021

And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks. Actionable ways to bridge the gap between customer success and marketing.

Customer Retention 81

Customer Retention Customer Success Marketing Webinar 81

ClientSuccess

JANUARY 11, 2023

Focus on customer retention and long-term ROI. By incorporating these principles into your customer success strategy, you can ensure that every member of your team is collaborating towards a common goal: delighting customers and achieving success. The Golden Rule as the Standard for Customer Success.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

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. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

Customer Bliss

SEPTEMBER 6, 2016

How will you know if customers are responding to your organization and its products/services? Where will your customer focus truly reside? So, I’ll give you a little help: investigate my 17-second customer experience strategy. Beat back work stress and focus on CX: Focus on customer retention.

Customer Retention 129

Customer Retention Leadership Books Metrics 129

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Champion a customer-centric culture throughout the company.”

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. 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.

Social Media 68

Social Media Customer Centricity Books Culture 68

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Article 48

Article Customer Experience 2009 White Paper 48

Clarivate

OCTOBER 10, 2017

Some companies are very product development focused if they started with a product or software. Many companies are so focused on sales in the beginning, that much of their culture, operations, and processes revolve around selling. Why place customers first?

Culture 40

Culture Customers Customer Focused Customer Retention 40