Experience Investigators by 360Connext
SEPTEMBER 22, 2020
Great customer experience means better business results. Customers will spend more, stay longer and tell their friends about the brand. If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too.
BlueOcean
OCTOBER 4, 2023
Things like lifetime customer value/cost of customer churn come into play beyond the straight dollar-for-dollar cost of an agent hour. Your customers expect the same brand experience they have at every other moment in their journey—your website, your storefront, your marketing.
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Alida
JUNE 15, 2017
Customer Experience (CX) is a messy space. Inside companies, CX pros are herding cats and presenting cases to the shark’s tank. Seasoned managers know that CX business cases can fall over despite listening intently to the voice of the customer.
CSM Magazine
JUNE 30, 2021
This ability to communicate to broad audiences via social media also presents new ways to give feedback on all aspects of a brand or its product, satisfying customers’ expectations for rapid and real-time responses to their queries and complaints.
CSM Magazine
JUNE 10, 2022
What’s more, 39% of consumers say they will never go back to a merchant that declines a transaction — leading to a significant loss in lifetime customer value. And 28% say they will report their negative experience on social media, potentially influencing other prospective customers as well. A precise, low-friction approach.
Bold360
APRIL 15, 2021
Your employees, whether they engage with customers inside branches, over the phone or across digital channels, play a key role in building long-term human bonds that sustain lifetime customer value. Your customers still expect great service that addresses their needs. Digital first does NOT mean digital only.
Bold360
MARCH 20, 2020
Put simply, you need to go where your customers are (i.e., to their preferred channels) in order to create customer experiences that convert them into loyal, long-term purchasers. What should a company consider when creating its customer engagement strategy? Customer personalization, enabled by data. A strong UX/CX.
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