Customer Guru

AUGUST 21, 2018

Before starting her own firm, Megan served as the Vice President Principal Analyst, Customer Experience at Forrester Research. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model. Nancy Porte has years of experience in building corporate revenue through a loyal customer base.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Tricia Morris

MAY 13, 2016

(In Microsoft’s own Global State of Customer Service Report , more than 90% of consumers now expect a brand or organization to offer an online self-service portal.) And speaking of online self-service, since 2012, the use of communities for customer service alone has risen from 31% to 56%.

Customer Service 60

Customer Service 2012 2016 Consumers 60

InnerTrends

DECEMBER 2, 2019

With less leads to follow up, you have the opportunity to make personal connections with these new users in order to convert them into paying customers. Based on this information, choose and set appropriate goals. I want enterprise customers to increase average revenue per user.

2015 105

2015 2014 Demo Metrics 105

CX Journey

DECEMBER 10, 2015

When it comes down to it, how well do you truly understand your customer base? Understanding what makes your customer tick can help you hone in on buying behavior and plan everything from ad copy to new product lines. From start to finish, use accurate data to create customer personas.

2012 45

2012 Customer Journey Mapping Entertainment Social Media 45

Comm100

NOVEMBER 8, 2018

Well, what sets live chat apart from traditional support channels is the ability to engage customers in real-time, perfect for those telephone-phobic customers who want instant resolutions without needing to call. New possibilities through tying your customer communication channels together.

Communication 63

Communication Social Media Customers 2012 63

SurveySensum

JULY 9, 2024

So, let’s explore some of the factors responsible for such a high score and such a huge loyal customer base. Closing the Feedback Loop Back in 2012, Starbucks bought the bakery chain La Boulange for $100 million but unfortunately, that’s when its satisfaction rate fell 3% from the previous year. Fascinating, right?

NPS 52

NPS Loyalty Loyalty Programs 2016 52

AskNicely

DECEMBER 28, 2018

If you use them, it’s best to make the incentive relevant to your customer base. Incentives can be as simple as helping your customers feel like they have a voice in your product. Tell Us What You Think, Dawn, and help us help you. Take Less Than a Minute, Frank, and we will send a donation to (Charity).

NPS 60

NPS Net Promoter Score 2012 Travel 60

ClearAction

JANUARY 12, 2022

Self-reporting team recognition is quite powerful in evolving customer-centric culture. Cost savings, productivity improvements, and higher morale were enjoyed throughout Applied Materials and across the customer base. Examples of achievements that grew customer trust: 11. 16X reduction in customers’ time for service.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

BirdEye

JULY 10, 2023

The end goal is to widen their respective customer bases by increasing awareness. Expanded reach: Collaborative efforts like influencer partnerships allow brands to tap into each other’s customer base or target audience. Brand collaboration is when two separate businesses join forces on a specific project.

Brands 52

Brands Fashion Social Media Retail 52

Amity

OCTOBER 31, 2016

It’s always fun for me to look back at customer reviews from those early years as all of them mention how amazingly reactive and supportive our customer support team was (and still is). In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team.

Customer Success 0

Customer Success Customers Definition Metrics 0

Amity

AUGUST 5, 2016

"The only constant in Customer Success, really, is change." " How has your user base changed since you started at Achievers? Initially, our customer base was primarily made up of mid-market Canadian companies, and we’re so proud of that, being a Toronto startup. But like I said -- a LOT of meetings!

Customer Success 91

Customer Success Culture Customers 2011 91

Comm100

OCTOBER 30, 2017

Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base.

Contact Center 66

Contact Center Management Call Center Download 66

BirdEye

AUGUST 9, 2024

Reputation: Customers speak FAQs on choosing Birdeye over Reputation Birdeye: The clear choice for multi-location reputation and social media management Birdeye: Key features and benefits An AI-first reputation and social media management platform for location-based businesses, Birdeye has been known for innovation and excellence since 2012.

Social Media 59

Social Media Multi-Channel Management Omnichannel 59

BirdEye

FEBRUARY 23, 2024

Efficient external business communication boosts an organization by enhancing brand reputation, expanding the customer base, and increasing investor confidence. I have been the Marketing Manager at George Brazil Air Conditioning & Heating in Phoenix, Arizona, since 2012.

Communication 64

Communication Multi-Channel Culture Social Media 64

SurveySensum

JULY 14, 2020

Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. He founded Feedbackly, a customer feedback software in 2012, and CXForum, a CX network CX of CX professionals and companies to bring knowledge and methods together to create better experiences unconditionally in 2019. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Currency Alliance

OCTOBER 11, 2018

However valuable the “higher tier” customers may be, most loyalty programs overlook casual leisure travelers, and less-frequent business travelers, who form a significant (if not the majority)[iii] customer base. The likes of Airbnb are using this relatively untapped customer base as a springboard to grow their market share.

Hotels 40

Hotels Hospitality Loyalty Travel 40

SurveySparrow

FEBRUARY 18, 2024

Known for its user-friendly interface and extensive features, it helps businesses of all sizes gather valuable feedback, conduct market research, and measure customer satisfaction. If you’re looking for something powerful to create an impact on your customer base, this might be the tool for you. Rating G2 4.8/5

2024 52

2024 Multi-Channel E Commerce Tourism 52

Magellan Solutions

JULY 5, 2021

Customer-based Organization. – Does the BPO firm consider your customers as their customers too? – Do they get you involved in any decision-making process pertaining to the development of both the agents and customer service? BMG outsourcing is an Australian-owned company established in 2012.

Call Center 40

Call Center 2021 E-support 2012 40

ProProfs Chat

MAY 6, 2020

This is one of the biggest achievements for retailers to provide same-day delivery services to their customer base. Thus, the best decision on their part to provide seamless customer experience. This stat is proof of how important it is for customers to have a great experience with a brand.

2020 66

2020 Customer Experience E Commerce E-support 66

SurveySparrow

APRIL 19, 2024

Template Library: There are 1000+ pre-designed templates that you can customize. Audience Management: Segment your customers based on demographics and create targeted strategies to reach the right audience. The platform allows you to create engaging forms, quizzes, and surveys with advanced customization and design features.

Document 52

Document E-support Connections 2006 52

Gainsight

FEBRUARY 2, 2024

Known as ‘blended’ learning, its benefits have been extolled by a 2010 US Department of Education study, and it was found to be the most popular delivery method of online learning among European companies by market research firm lpsos in 2012. You will very quickly begin to see a more informed customer base.

Seminar 52

Seminar Webinar Document Consulting 52

BirdEye

JULY 27, 2023

Your customer base begins to demand a more subtle approach, fearing that an intruder may recognize the light bulb as a camera and smash it. Facebook’s acquisition of Instagram It’s mind-blowing that Instagram had only 13 employees when Facebook bought it for $715 million in 2012.

Government 52

Government Retail E Commerce 2017 52

Bob Hayes

JANUARY 25, 2016

These inferences are typically based on examining a subset of the population, a sample of observations drawn from that population. For example, if you are interested in understanding the satisfaction of your entire customer base, you measure the satisfaction of only a random sample of the entire population of customers.

2012 74

2012 2008 Customer Satisfaction Reference 74

SurveySparrow

FEBRUARY 2, 2020

The same company was declared bankrupt in 2012. In a two-year span, we managed to spread our roots into 109 countries, boasting 20,000 plus customer base. One of the most exciting innovations of modern times, the first self-contained digital camera was introduced by Eastman Kodak in 1975. What does that tell you?

Innovation 52

Innovation 2012 Document Culture 52

Optimove

DECEMBER 2, 2024

This approach is necessary today as it empowers brands to increase engagement across each customer touchpoint and ultimately create lifelong loyalty. By using customer data insights, brands can make every interaction feel like it’s been personally crafted for each and every customer in their database. Trust is non-negotiable.

Download 52

Download 2012 Touchpoint Loyalty 52

SmartKarrot

JANUARY 20, 2022

Checkout.com was founded in 2012. Its API-based SaaS products provide unified data analytics, payments technology, and security functionality. The company has progressed in terms of its customer base as well as capabilities. Sign up for our newsletter. contact-form-7]. Checkout.com.

Hotels 10

Hotels Social Media Advertising Transportation 10

Kerry Bodine

SEPTEMBER 27, 2017

Netflix understood prospective customers’ cravings for great TV and launched its investment in original programming with 2013’s House of Cards. The streaming media provider has since expanded to 15 shows , and the list is growing—as is its customer base. In Q2 of this year, it tipped over the 100 million mark.

Marketing 54

Marketing 2007 2017 2012 54

Currency Alliance

DECEMBER 13, 2018

Press releases always have to be taken with a pinch of salt, but this one cited a 70% increase in redemption rate across a 75,000-customer trial – an impressive achievement if it can be scaled across HSBC’s full customer base.

Loyalty 45

Loyalty 2019 Loyalty Programs 2018 45

Bold360

NOVEMBER 21, 2016

Secondly, they break their customers into customer types rather than using old-fashioned market segmentation to identify the range of customers they serve. Instead of looking at their customers’ demographics; age, race, gender, income, etc., they look at their customers based on what they hate and what they love.

2016 111

2016 2017 Customer Experience Social Media 111

Clarabridge

JANUARY 26, 2017

It’s just that you need to be careful about how you structure surveys and how you interpret the results, otherwise results may not accurately represent your customer base. In also unearths details about the issues and topics that truly matter to the customer. Doing so allows you to better understand your customer base.

Social Media 40

Social Media 2012 Loyalty Measurement 40

Clarabridge

JANUARY 26, 2017

It’s just that you need to be careful about how you structure surveys and how you interpret the results, otherwise results may not accurately represent your customer base. In also unearths details about the issues and topics that truly matter to the customer. Doing so allows you to better understand your customer base.

Social Media 40

Social Media 2012 Loyalty Measurement 40

Clarabridge

JANUARY 26, 2017

It’s just that you need to be careful about how you structure surveys and how you interpret the results, otherwise results may not accurately represent your customer base. In also unearths details about the issues and topics that truly matter to the customer. Doing so allows you to better understand your customer base.

Social Media 40

Social Media 2012 Loyalty Measurement 40