Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

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White Paper 2014 2015 2012 160

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Interactions in which a customer requests to speak to a supervisor.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

Calabrio

SEPTEMBER 21, 2016

That’s 200B+ minutes of your customers telling you who they are and what they want. Yet, the average organization analyzes a whopping 2% of these interactions—and most of this analysis has a reactive, remedial goal. Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices.

Contact Center 59

Contact Center Technology White Paper 2016 59

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Ready to embark on the customer-mapping journey?

Customer Journey Mapping 53

Customer Journey Mapping Customer Journey White Paper Customer Philosophy 53

Bold360

DECEMBER 22, 2016

What I realized is that although we built a “conversational” bot, for my daughter that type of feedback was not really conversational, and was not encouraging her to continue the interaction. Learn how a customer service bot can help you improve customer retention and cx - download our free white paper!

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White Paper Download Customer Retention Feedback 58

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

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Article Customer Experience 2009 White Paper 48

Education Services Group

OCTOBER 4, 2018

This approach integrates desired customer outcomes and deep insights about what customers expect from you. It takes a comprehensive plan to do it, but it results in productive interactions and empowers customers to use your product to its maximum potential. Share with us – How do you approach customer onboarding?

White Paper 53

White Paper Download Customer Success Blog 53

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Customer retention could generally be traced down to customer satisfaction.

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White Paper Advertising Customer Retention Customers 63

Hallmark Business Connections

AUGUST 11, 2021

Keep in mind that companies with strong omnichannel approaches have an average customer retention rate of 89% , while companies with weak omnichannel engagement retain only 33% of their consumers. Denim brand AYR’s print catalogs, for example, include paper dolls that audiences can cut out and play with. How can you help them?

Marketing 74

Marketing Magazine White Paper Social Media 74

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. of value delivery.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Qualtrics

MARCH 2, 2021

When a negative interaction occurs, the feelings people experience are more deeply internalized and remembered than those from good experiences. It’s not just the job of customer support agents to understand and respond to the customer, but everyone in the company whether they’re customer-facing or not.

Customer Service 29

Customer Service Social Media White Paper 2021 29

Comm100

DECEMBER 8, 2017

Thank you letters are an important part of making your customers feel valued, and letting them know how much you appreciate them. They are an inexpensive way to increase sales, return on investment (ROI), and customer retention. What to Consider When Writing a Thank You Letter to Your Customer. Use a Card or Stationary.

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Social Media Return on Investment White Paper Customers 53

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.

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Workshop Customer Service Representative Events 2018 88

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.

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Workshop Customer Service Representative Events 2018 80

inQuba

JANUARY 10, 2019

As a result executives are faced with decreasing retention rates, and acquiring new customers can cost up to 25% more than retaining existing customers. Systemic customer retention directly increases profits [2]. Journey Management provides an effective data-driven approach to customer retention.

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White Paper Management Customer Retention Customer Journey 40

Uniphore

JANUARY 4, 2022

White Papers. Analyze Analytics and insights from 100% of interactions across all channels. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Conversational AI Platform. U-Self Serve. Case Studies.

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2022 White Paper Contact Center Innovation 126

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. People who interact with such companies feel safe, secure, and pleased in their dealings.

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Financial White Paper Books Airlines 144

Bold360

NOVEMBER 30, 2016

Chat bots, for those of you who have heard the term and have a general idea of what it means but don’t yet have an in-depth understanding, can be described as a mini-app or a program that runs within another messaging system used by a company to interact with customers on the web. How will a chat bot impact the customer interaction?

Definition 104

Definition ROI White Paper 2016 104

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Well-trained operators mean better customer satisfaction. Better Customer Retention.

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Social Media Customer Service Strategies Customer Service Download 49

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. For many customers, consistency must be a given. Salesforce reports that 85% of consumers expect consistent interactions when engaging with a business.

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Customer Service E-support Article Document 62

Comm100

OCTOBER 17, 2017

It’s cheaper and easier to retain customers than it is to attract new ones, which is why it’s no small deal that social media customer service can help you reduce your churn rate. According to Aberdeen, companies that have a well-crafted approach to social media customer care experience 92% customer retention.

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Social Media Customer Service Download Customer Care 52