ShepHyken

JULY 31, 2018

If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker. Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. Does giving back increase customer loyalty?

Average Handle Time 78

Average Handle Time 2009 Roadmap Call Center 78

Service Untitled

SEPTEMBER 29, 2011

So what makes customer loyalty? Most likely its performance, reliability, offering something different which is worthwhile to the customer, and providing service far above what is commonly expected. Then came the customer service; a ten-year warranty or 100,000 miles. And how did that just happen to come along?

Loyalty 50

Loyalty Brands 2009 Automotive 50

Daniel Group

SEPTEMBER 13, 2019

Effective service recovery efforts can mitigate these problems and, in the right situations, even result in stronger customer loyalty than before the mistake was made. It’s a win-win for both company and customer. Customer experience lemons become lemonade. If Service Recovery is So Great, Why isn’t It Happening?

Customer Experience 83

Customer Experience 2009 Customer Satisfaction 2015 83

CX University

SEPTEMBER 18, 2018

Vast amounts of data support the symbiotic relationship between engagement and satisfaction, between businesses and customers. A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). focuses employees at all levels on the customer, and 3.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

ShepHyken

MAY 1, 2023

Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results. According to the research, since 2009, a stock portfolio of the publicly traded brands in Siegel+Gale’s research outperformed every major index with a return of 1,841%.

2023 14

2023 Article Customer Service 2009 14

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers. The answer is actually simple.

Net Promoter Score 98

Net Promoter Score NPS Insurance Airlines 98

Comm100

FEBRUARY 19, 2014

Customer satisfaction with social media interactions is currently low as companies have yet to fully develop and integrate business practices for this channel. We’ve discussed the various customer communication channels – phone, email, SMS, etc. Chat Away in 2014.

2014 40

2014 Customer Satisfaction Multi-Channel Social Media 40

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. You can’t physically fulfill a backorder for a customer who’s been waiting days, weeks or even months for a product to show up at the door. The Great Resignation is also upon us. About the Author.

E Commerce 97

E Commerce 2021 E-support Contact Center 97

Customers Rock!

APRIL 14, 2010

I hope we can all agree that delivering a positive customer experience is the key to building customer loyalty and achieving financial success. In order to determine whether you are disappointing, meeting or exceeding your customers’ expectations, you need to continuously listen. And it’s not as easy as it sounds.

2007 61

2007 Social Media 2009 2008 61

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Creating Loyalty that Lasts. Tune in to learn more!

ROI 139

ROI Books Customers Definition 139

ClearAction

FEBRUARY 7, 2016

Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Integrating Customer-Focus & Measurement in Day-to-Day Business. You Can Find Customer Satisfaction. Managing the Customer Experience Across Service Channels. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

Middlesex Consulting

DECEMBER 14, 2015

We all have financial and operational data and many of us also conduct satisfaction and loyalty surveys. We tend to look at each data set as a separate entry or maybe as part of a close set like satisfaction and loyalty. Customer satisfaction and loyalty data

. We all collect lots of data.

2009 60

2009 Financial Call Center Loyalty 60

Amity

MAY 5, 2016

— Japman Bajaj (@Japman_Bajaj) December 22, 2009. — MaRS (@MaRSDD) August 5, 2009. Customer Churn. Study: Data breaches leading to higher costs, customer churn - [link]. Study: Data breaches leading to higher costs, customer churn - [link]. Customer Health Score. Customer Lifecycle.

Net Promoter Score 57

Net Promoter Score 2007 2008 Customer Success 57

Service Untitled

MARCH 15, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Jet Blue flies high with customer service perks Cheryl March 15, 2010 Customer Service , Proactive , Service Untitled , Specific Companies No Comments Just check Terminal 5 at New York JFK airport for the state-of-the-art facility geared for efficiency and customer comfort.

Blog 41

Blog Airlines 2009 2010 41

Middlesex Consulting

DECEMBER 14, 2015

We all have financial and operational data and many of us also conduct satisfaction and loyalty surveys. We tend to look at each data set as a separate entry or maybe as part of a close set like satisfaction and loyalty. Customer satisfaction and loyalty data. We all collect lots of data.

2009 60

2009 Call Center Financial Loyalty 60

CSM Magazine

FEBRUARY 7, 2023

The result of such workarounds regularly translates to a degradation of the customer experience. We saw this in the last big recession spanning 2007-2009. The customer was often abandoned, left feeling disappointed. Looking ahead this year, I think we’re going to see a very broad diversity of customer service strategies.

Customer Experience 52

Customer Experience 2007 2009 Customer Service Strategies 52

Service Untitled

OCTOBER 22, 2010

Service Untitled The blog about customer service and the customer service experience. The company’s quality reputation dropped from 6th in 2009 to 21st in 2010. How Customer Service Can Create Brand Ambassadors For any type of business looking to sustain itself past. What creates customer loyalty?

Blog 43

Blog Brands 2010 2006 43

Clarabridge

MARCH 2, 2017

Conventionally though, business tend towards customer satisfaction or Net Promoter Scores. Corporate news sites are littered with headlines such as ‘we are top for customer satisfaction’, ‘ranked first in our industry’ or the somewhat overly self-congratulatory ‘we top the list for most improved’. Score that.

Measurement 49

Measurement Net Promoter Score Social Media 2009 49

Service Untitled

DECEMBER 27, 2010

Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. Powerful brands help customers make educated choices. How social media affects customer service Social media is everywhere.

Social Media 42

Social Media 2008 Customer Experience 2009 42

Clarabridge

MARCH 2, 2017

Conventionally though, business tend towards customer satisfaction or Net Promoter Scores. Corporate news sites are littered with headlines such as ‘we are top for customer satisfaction’, ‘ranked first in our industry’ or the somewhat overly self-congratulatory ‘we top the list for most improved’. Score that.

Measurement 45

Measurement Net Promoter Score Social Media 2009 45

CSM Magazine

DECEMBER 12, 2019

It’s also a 50% increase from 2009’s record low of $4.06 consumers felt critical customer service issues could have been avoided if companies had contacted them earlier. This is a key aspect of personalizing the experience that makes the customer feel valued, even though the notifications are automated.

Customer Experience 52

Customer Experience 2007 Average Handle Time 2009 52

Service Untitled

OCTOBER 25, 2010

Service Untitled The blog about customer service and the customer service experience. A recent Nielsen survey states that the primary online communication of today is Twitter; its unique visitors have increased 1,382 percent since 2009.

Blog 44

Blog Social Media 2010 Customer Relationship Management 44

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Service Untitled

SEPTEMBER 10, 2009

Service Untitled The blog about customer service and the customer service experience. Gratitude and generosity warm up the experience to help you create devoted customers who are loyal advocates for your organization. Patterson is a sought after speaker on customer experience and a customer loyalty consultant.

Blog 41

Blog Measurement 2006 2009 41

CX Workout - Ideas Blog

DECEMBER 22, 2020

Academic research has shown that evoking gratitude across customers or buyers leads to valuable behavioral outcomes such as positive word of mouth or recommendation (Soscia, 2007) and increased purchase intentions (Palmatier et al., 2015 further confirmed that gratitude fosters commitment and enhances loyalty. Eggert et al.,

2020 52

2020 Financial NPS 2004 52

BirdEye

OCTOBER 6, 2023

Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty. Customers, partners, investors, and the public shape how they feel about a company and its services. Even small mistakes can damage brand perceptions.

Social Media 59

Social Media Airlines 2009 Sales 59

ChurnZero

AUGUST 4, 2023

Use engagements to learn what your customers like about your product, and what theyd like to see improved. Monitor net promoter scores (NPS) as a signal of waning customer satisfaction. Often this is an effect of selling to a company outside your ideal customer profile (ICP). This will help inform your plan of action.

Net Promoter Score 52

Net Promoter Score Events Customer Retention Financial 52

Kustomer

MARCH 27, 2020

Fast forward a little further along, I co-founded Assistly in 2009 and we’re all about SMB, SaaS services. We’re seeing just amazing benefits and efficiencies around that and overall improvements in customer satisfaction. It was kind of awesome back then and we were doing real, real well. Gabe Larsen: (01:13).

Customer Service 52

Customer Service E-support Omnichannel Customers 52

ShepHyken

JANUARY 5, 2018

Texting is low friction: If you make it hard for customers to contact you, they will become frustrated and possibly leave you for your competitor. According to Harvard Business Review , the number 1 factor in customer loyalty is reduction of customer effort. It removes the need for internet access or email logins.

Blog 84

Blog Customer Service Poor Customer Service Multi-Channel 84