SurveySparrow

JANUARY 14, 2020

Because there are plenty of options for your customers and a small slip from your side can make them leave you. This is why you need to have a customer retention plan in place. The importance of customer retention cannot be explained in one or two sentences. What is customer retention? Saves money.

Customer Retention 52

Customer Retention Feedback Loyalty Programs Roadmap 52

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Returnonbehavior.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Expected Customer Experience (CX) impact on loyalty. Building your own CX ROI model. Engaging with the right stakeholders.

ROI 40

ROI Measurement Customer Experience Metrics 40

Integrity Solutions

APRIL 19, 2024

According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone. This is why a salesperson who asks the right questions to help customers sift through and make sense of all this information is the most valuable resource in the entire equation.

Sales 107

Sales Loyalty White Paper Contact Center 107

CX University

MARCH 18, 2024

From personalized product recommendations and tailored marketing messages to customized pricing and individualized customer service interactions, hyper-personalization enables businesses to deliver seamless and engaging experiences across all touchpoints. This approach significantly improved customer engagement and loyalty.

Customer Experience 52

Customer Experience Retail 2023 2022 52

Experience Investigators by 360Connext

AUGUST 22, 2023

That’s why being intentional about customer experience means we have to look at behavior and actions, not just what customers tell us. At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Alida

JUNE 30, 2017

To remain ahead in the luxury market, Cadillac is putting customers in the driver’s seat and accelerating its efforts to improve the end-to-end experience. All of these elements work together to make Cadillac’s customer service commensurate with its luxury branding. – Understanding how customers engage with your brand.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. Engagement: It’s Dynamic! I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! What is it that customers truly expect?

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

CCO Council

NOVEMBER 2, 2017

Customers with the best experience generate 140% more revenue. Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? How are you demonstrating the ROI of your customer initiatives and CX programs to your CEO?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

One Millimeter Mindset

FEBRUARY 4, 2021

Can you afford to continue to jeopardize customer experience and customer retention due to how you currently deal with “No”? What is the ROI in that behavior? Engage me to present a One Millimeter Mindset program! In Chapter 2 of my book, Do YOU Mean Business? Pick up your copy of Do YOU Mean Business?

Leadership 81

Leadership Workshop Innovation Consulting 81

One Millimeter Mindset

SEPTEMBER 16, 2019

They become skeptical about lack of continuity and gaps in the details you present. The type of ROI which retains clients. Then, take your next steps towards customer retention success. And, when you dilute, fast-forward or even omit details you feel are unimportant, decision makers get confused.

Sales 72

Sales Return on Investment Workshop Customer Retention 72

CSM Magazine

DECEMBER 7, 2022

This innovative technology works by processing customer input and contextual data to produce insights which it uses to tailor the product offerings presented. This is empowering businesses to generate value from their customer relationships that has previously not been attainable. Improved customer segmentation.

Customer Experience 52

Customer Experience Customer Retention Customers Customer Engagement 52

ChurnZero

MARCH 5, 2021

Your customer said they were happy. Customer engaging? Customer satisfied? Customer seeing results? But still, when presented with the opportunity to leave, your customer just up and churns on you. For example, when a customer comes up for renewal, you may ask, “Would you like to renew early?”

Customer Success 98

Customer Success Presentation Customers ROI 98

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Power of visual engagement for enhancing personalization.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

Beyond Philosophy

FEBRUARY 10, 2020

Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . However, business is also all about return on investment (ROI). Customer-driven growth is what we do at Beyond Philosophy and have been doing it for nearly the past 20 years.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

Michel Falcon Experience

OCTOBER 19, 2016

The Customer Service Story: Luka’s dad cautioned him against bringing his Christmas present with him while shopping. I have long said that customer experience can be a reliable source of organic revenue and branding through word-of-mouth marketing, customer loyalty and free PR. This Lego story is a perfect example.

Customer Service 144

Customer Service Reference ROI Hotels 144

CSM Practice

APRIL 13, 2021

Every CSM has the primary goal of improving client retention and identifying expansion selling opportunities to grow their customer portfolio over time. Customer success managers are focused on long-term goals, specifically driving adoption, delivering value, and ensuring ROI. A Day in a life of a CSM.

Customer Success 52

Customer Success Management Customer Retention Customers 52

SurveySensum

DECEMBER 8, 2023

This extends to how you engage with them visually and emotionally In this case, creating customer-centric videos is an essential strategy for modern businesses. Everyone loves stories, and when you tell a compelling narrative, you have the power to captivate your audience, make a lasting impression, and improve customer retention.

Customer Centricity 59

Customer Centricity Feedback Demo Customers 59

ClearAction

FEBRUARY 11, 2015

What was it about this seemingly clever idea that didn't jive with customer experience excellence ? It boils down to the notion of customer experience management as " engaging customers " in any way possible, or doing things to customers, or getting customers to do something for you.

Customer Experience 111

Customer Experience Customer Experience Management Customers Loyalty 111

Think Customers

MAY 13, 2020

Here are three takeaways from the discussion that are essential for providing meaningful engagement in this very different looking world. Creating moments that delight customers are crucial during the crisis, but employees need to be delighted too. The pandemic has shown how customers can adapt to change.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

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 helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Tricia Morris

MAY 26, 2015

If your brand focuses on consistent and authentic customer service and engagement both before and after the sale, a one-time customer can become a lifetime customer who also creates additional customers. If you use a channel for sales, also use it for customer service (and be just as responsive). •

Sales 86

Sales Customer Service Poor Customer Service Social Media 86

CSM Practice

DECEMBER 19, 2021

Building (spreadsheet) phase- This stage is characterized by a lower volume of customers. You’ll be able to provide a ‘High-touch’ engagement platform to customers. This translates to increased productivity and enhanced customer engagement. Happy customers are the true brand ambassadors for your business.

Customer Success 98

Customer Success Competitive Advantage Technology Customers 98

Gainsight

MAY 13, 2020

Ashvin Vaidyanathan, Gainsight CCO, and Ruben Rabago, Gainsight Chief Strategist, presented on how existential Customer Success is during a downturn. Given that new sales will likely decrease, there has never been a more crucial time to support your existing customer base.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Second to None

APRIL 4, 2018

Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. To learn more about how to create these ambassadors, check out James Glover’s piece for Oracle.

Retail 54

Retail 2017 2018 Voice of Customer 54

ClearAction

NOVEMBER 3, 2015

A consequence of skin-deep outside-in is a mis-match of customer-facing messages with the reality of processes, policies, business models and products. Mis-matches may be tolerated presently, but they do not bode well for the future. Customers' trust is eroded by inconsistency. customer-facing staff. Voc action.

Customer Experience 101

Customer Experience ROI Customer Experience Management Sports 101

ChurnZero

DECEMBER 20, 2019

And be prepared to offer real numbers (additional revenue, increased engagement , and satisfaction) as part of your pitch; make sure your leadership understands the real value behind the vision. . . Companies apply the golden rule of business to customers and employees. . James Scott , VP of Customer Success, ShootProof .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. This means that customer service, along with relevance, binds the two together.

Customer Service 40

Customer Service Call Center Telecommunications Banking 40

Stella Connect

MARCH 2, 2022

Even the most successful customer service teams in the world fall short of customers’ expectations every so often. Yet they’re able to make things right with service recovery that’s proactive, engaging, and customer-centric start to finish. You may need to settle by offering a sincere apology, which still means a lot.

Measurement 52

Measurement Feedback Leadership Social Media 52

ChurnZero

JULY 9, 2020

Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. Webinars offer an engaging platform for product training, tutorials, and updates, which could otherwise be a bit (or extremely) dry, wordy, and lengthy to consume as written material on your own.

Marketing 64

Marketing Webinar Reference Events 64

Thematic

APRIL 3, 2024

It encompasses both direct feedback – what customers explicitly tell you through surveys, reviews, or conversations – and indirect feedback –  the behaviors, preferences, and sentiments expressed through actions like website interactions, purchase patterns, and social media engagement.

Social Media 62

Social Media Feedback NPS Insights 62

SmartKarrot

OCTOBER 10, 2022

Build meaningful and strong relationships with Diagnostic Robotics’ customers that result in long term and enterprise wide partnerships including the selling of new product capabilities. Manage complex, cross functional customer implementations for new product deployments. Present in-person and web demo training sessions.

Customer Success 19

Customer Success Seminar Roadmap Healthcare 19

ChurnZero

FEBRUARY 22, 2019

Identifying your competition and staying informed about their products and services is the key to remaining competitive in the market and is crucial to customer retention and the survival of any business. You set up another meeting with the customer to go over this presentation. Churn Monster #5 – Manic Customer.

Net Promoter Score 40

Net Promoter Score ROI Return on Investment Competitive Advantage 40

Gainsight

JUNE 11, 2021

The results are increased engagement, increased productivity, and better solutions. Your Customers Need You to Put Yourself First: Listen to Them! Manager, Customer Success at Slack and CEO of Customer Success Network at Slack. Major Takeaways: “Customer education activates customer success.”

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. Why Customer Retention Matters. The digitization of business has made customer retention the lifeblood of the Software-as-a-Service industry.

Customer Retention 83

Customer Retention Customers Customer Journey Customer Success 83

Talkdesk

MAY 5, 2016

We’ll have leaders like Nick Mehta , CEO of Gainsight, who eats, breathes and sleeps customer success. We’ll also have sales leaders like Emmanuelle Skala from Influitive, who knows there’s a greater ROI in focusing on customer retention than customer acquisition. Build Upon Your Customer-Centric Expertise.

2016 40

2016 Customer Centricity Events Presentation 40

SmartKarrot

DECEMBER 20, 2022

Role: Head of Customer Success Location: Remote, United States Organization: Givelify As a Head of Customer Success, you will collaborate cross-functionally with Marketing, Revenue Operations, and Data Science/Analytics teams to own, develop, and execute strategies to increase customer retention and lifetime value at scale.

Customer Success 19

Customer Success Travel Customer Satisfaction ROI 19