CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. Want to know the secret to customer retention? I don''t think I''m going out on a limb here to say: "Customer retention is paramount to acquisition!" A 5% reduction in the customer defection rate can increase profits by 25-95%. focusing on customer retention.

Customer Retention 83

Customer Retention Advertising Metrics 2014 83

ijgolding

SEPTEMBER 8, 2014

What a phenomenal way of dealing with a customer enquiry!! Response via Email 06/09/2014 10:37. Communication Channels Customer Journeys Customer retention and loyalty Recovery Retail Brian Hann customer experience Disney Disney Store exceeding customer expectation Lorna Hann Tiana Animator Disney Doll'

Customer Experience 131

Customer Experience 2014 Customer Expectations Customer Retention 131

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Customer retention and loyalty CX Strategy Retail Amazon customer experience Dave Lewis Jeff Bezos Tesco'

2014 116

2014 Retail Financial Customer Retention 116

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. We get many inquiries for our services globally.

2015 122

2015 CEM 2002 Books 122

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. Some include: Customer satisfaction. Customer retention.

Leadership 0

Leadership Customer Experience 2013 2011 0

Beyond Philosophy

FEBRUARY 3, 2015

4 September 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Aagaard, Michael. “10 10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” Contentverve.com. 25 March 2013. < [link] > The post Subconscious Clues That Call People to Action appeared first on Beyond Philosophy.

CEM 121

CEM 2004 Books Retail 121

ijgolding

NOVEMBER 25, 2014

Fellow Customer Experience specialist, Dr Nicola Millard, once said that the best way to reprimand your misbehaving children is not to send them to their room – it is to remove their Wi-Fi!! In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it.

Social Media 84

Social Media 2014 Hotels Entertainment 84

ShepHyken

AUGUST 22, 2016

Customer Retention: 50 Tools to Build the Perfect Customer Experience by Ty Magnin. Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business. Keep this article nearby and refer to it often.

2016 0

2016 Article Customer Service Customer Retention 0

ShepHyken

APRIL 18, 2017

Shep Hyken interviews Amy Downs, Chief Customer Success and Happiness Officer at Lifesize, a connected video conferencing company, about why you should be obsessed about taking care of your customers. First Up: Shep Hyken’s opening comments focus on April being customer loyalty month. This can help reinvent a business.

Net Promoter Score 74

Net Promoter Score Customer Retention 2014 Loyalty 74

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM 2014 74

ijgolding

JUNE 22, 2015

By 2014 they had been voted number 4 in the Times 100 Best Mid-Sized Companies to Work For, and they won the Customer Service Initiative award at the Oracle Retail Week Awards. In 2014 they also floated on the London Stock Exchange. I always say how important it is to empathise with customers. Advocacy leads to loyalty.

Leadership 83

Leadership 2001 Social Media 2014 83

One Millimeter Mindset

NOVEMBER 22, 2018

This year represents the culmination in an ongoing business pivot – my own leap of faith – I’ve been making since 2014. is about leveraging more collaborative business models and profitable workforces to retain customers. And a whole bunch of other people critical to customer success, as well.

2018 67

2018 2014 2012 Customer Retention 67

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). In 2006, the most common reason customers visited a branch was to deposit funds.

Banking 79

Banking Customer Experience 2014 2001 79

Retently

MARCH 23, 2023

There are two lessons here for businesses aiming to improve retention, increase customer satisfaction, and foster loyalty. First, poor service can and will hurt your customer relationships. Comcast’s efforts probably kept some customers onboard but at the cost of many others who deserted the company for good.

Net Promoter Score 97

Net Promoter Score NPS Insurance Airlines 97

Experience Matters

APRIL 7, 2015

The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers. They make them feel valued, inspire their loyalty, and earn their business. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform.

2015 97

2015 Multi-Channel 2014 CEM 97

ijgolding

AUGUST 7, 2014

In 2014, a staggering number of 28 pubs are still being closed every week. What they/we expect from a pub is on the whole different in 2014 to 2002. This Customer Experience Review is the first I have conducted on a pub – the Doric Arch in Euston. 30th July 2014. By 2012, the number had declined to 49,433.

Customer Experience 80

Customer Experience 2002 2014 Customers 80

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Customer expectations. Customer loyalty. Future of Customer Engagement. Customer Engagement Through Social Media. Communication challenges.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

ijgolding

DECEMBER 17, 2014

What happened to me and my fellow passengers on the afternoon of the 12th December 2014 serves as a brilliant example of how NOT to deal with an exceptional event – when something goes wrong. I would like to share the story with you. I was due to fly from Oslo to Gatwick on the last Norwwegian flight of the day – the 18:10.

Airlines 83

Airlines Customer Journey Events Travel 83

CSM Magazine

MARCH 13, 2020

A win-back bot, used in combination with other chatbots such as a quote bot, and loyalty bot, can help to retain customers who are nearing the end of their contract and are at risk of switching to a competitor and can even help to entice back customers who’ve already left. About the Author.

Contact Center 64

Contact Center 2006 2009 Insurance 64

ijgolding

APRIL 29, 2015

In April 2014, the football club I have supported my entire life was on the brink of something quite special. By April 2014, led by Barry Hearn, Orient had become one of the most stable professional sports clubs in the UK. Leyton Orient, a little known football club from East London were on the brink of promotion to the championship.

Leadership 128

Leadership 2014 2015 Financial 128

ijgolding

MAY 20, 2015

It was therefore no surprise that when I myself became a customer of my local Enterprise branch in Chester, North West England, I was very pleased with the Customer Journey I experienced. In fact I was so pleased, I wrote a Customer Experience Review about them – a review that you can read here.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

Ian Williams

MAY 13, 2016

A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014. For many of them it was easier to either stick with their current tariff, or to take the best possible tariff from E.On.

2012 91

2012 2014 Customers NPS 91

PeopleMetrics

OCTOBER 19, 2015

If you’re interested in learning more about common questions concerning customer listening and Voice of the Customer , you can also take a look at our FAQ page: * * *. Helm Crag Walk, Grasmere, Lake District, 6 July 2014, L56 by Lynn Rainard , CC BY-SA 2.0. Navy Page , CC BY-SA 2.0.

Effort Score 101

Effort Score Customer Satisfaction 2014 Metrics 101

Customer Interactions

JULY 7, 2015

But in today’s era of customer engagement, a company that is perceived as treating employees well and caring about social issues is much more likely to have loyal customers. And loyalty is vital: a 2% increase in customer retention has the same effect as decreasing costs by 10%.

2014 28

2014 Customer Retention Loyalty Customer Engagement 28

Kayako

JULY 7, 2016

Perhaps the customer support agent might try to plead with you to not cancel your contract, but ultimately they should respect your request. Block called customer retentions to cancel his contract with Comcast. You might argue, “well that was 2014,it doesn’t matter.” They’ll help you to: Grow customer loyalty.

Customer Service 67

Customer Service Competitive Advantage 2014 Hotels 67

ijgolding

NOVEMBER 8, 2016

As a result, the brand has gown into the world’s largest international airline, with far less FANS than it has CUSTOMERS. In 2014, Orient were a ‘penalty shoot out’ away from winning the League 1 play off final. In 2014, Leyton Orient was a business with heart and soul.

Sports 95

Sports 2014 Entertainment Definition 95

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. US and European banks paid $65 Billion in fines in 2014.

Banking 45

Banking 2014 2013 Financial 45

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS).

NPS 78

NPS Customer Centricity Loyalty Presentation 78

Lumoa

MAY 19, 2020

Let’s take this framework and apply it to a hypothetical business case for a robust customer experience program. In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Define the opportunity. Explore options.

Presentation 97

Presentation Multi-Channel Return on Investment 2014 97

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

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.

White Paper 63

White Paper Advertising Customer Retention Customers 63

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. US and European banks paid $65 Billion in fines in 2014.

Banking 40

Banking 2014 2013 Financial 40

ijgolding

AUGUST 11, 2015

British Gas as part of your mission statement, you say ‘Everything we do is about proving affordable, hassle free service, to keep British homes and businesses running smoothly’ I beg to differ and here is why… We were delighted upon moving to our new house in September 2014-a new start our family and a new baby on the way.

Customer Experience 88

Customer Experience Customers 2014 Customer Retention 88

ijgolding

SEPTEMBER 2, 2015

I myself have written about Ryanair on three separate occasions: In September 2012, I wrote about Ryanair ‘having the most consistent Customer Experience on the planet’ . In April 2014, I wrote a Customer Experience Review of Ryanair – they did not fare so well!

Airlines 87

Airlines Travel 2014 Financial 87

ijgolding

JUNE 25, 2018

In EXCEEDING CUSTOMER EXPECTATIONS, noted business author Kirk Kazanjian reveals how your company can consistently outperform and outsmart the competition by following a simple philosophy espoused by Enterprise founder Jack Taylor: ? Take care of your customers and employees first, and the profits will follow.? not a 100-yard dash.

2007 77

2007 Books 2018 Customer Centricity 77

Education Services Group

FEBRUARY 3, 2021

online consumers say they prefer to use a company’s website to get answers to their questions, we know there’s a lot of value in building a reliable one-stop-shop that keeps your customers informed and supported. Back in 2014, TSIA published a report on Measuring the Success of Customer Communities. When 72% of U.S.

Customer Success 59

Customer Success Customer Engagement Engagement 2021 59

Comm100

MARCH 8, 2017

Follow her today on Twitter to make sure that your company is doing everything it can to improve the experience and the lives of its customers. Shapiro is a customer retention expert, who founded The Center for Client Retention. His areas of expertise include customer experience, marketing, social media, and the Cloud.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0