Experience Investigators by 360Connext
APRIL 23, 2024
Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.
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.
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Retently
MARCH 18, 2024
Customer service surveys are essential for identifying business strengths and weaknesses, enhancing customer interactions, and monitoring trends to align service with customer needs for growth and retention. Not only do customer service surveys gather valuable feedback, but they also serve as potent market research tools.
ShepHyken
FEBRUARY 18, 2024
Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.
ShepHyken
FEBRUARY 25, 2024
This is a cornerstone of customer obsession — when customers are “obsessed” with a brand. Customer advocacy becomes your best friend. That’s one of the reasons the Net Promoter Score (NPS) has become one of the most widely used metrics in corporate America and around the globe.
Customer Bliss
AUGUST 9, 2018
They update the NPS quarterly so employees can see if their efforts are actually making progress and increasing the scores. Customer Room is open for a week during each quarter, anybody can come and go as they please. Top executives are invited to come into the space and hold meetings and workshops. How is it used?
ClearAction
DECEMBER 5, 2023
Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and Customer Retention costs (Customer Health Score), which lead to Margin Expansion. When everyone received their strategic planning instructions, guess what was top of mind for them?
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