One Millimeter Mindset

MARCH 28, 2019

Each of us has a customer retention superpower. And our unique qualities, actions, beliefs and behaviors keep customers glued to our sides, year after year. Our customer retention superpowers are more than attaining functional expertise and excellence in our current professional position. What are yours?

Customer Retention 64

Customer Retention Download Communication Customers 64

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

InMoment XI

AUGUST 19, 2024

Why is Customer Experience ROI So Important? Investing in customer experience isn’t just about making customers happy—it’s about driving substantial business growth. As a result, ROI becomes a crucial metric in customer experience metrics for any business focused on achieving lasting success.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Beyond Philosophy

DECEMBER 8, 2014

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., What Was the Catalyst for Change?

Engagement 142

Engagement 2014 Employee Experience Customer Experience Management 142

eglobalis

AUGUST 13, 2024

Apple’s unparalleled brand loyalty can be attributed to several key factors: Ecosystem Integration: The seamless integration of hardware, software, and services within the Apple ecosystem creates a cohesive and user-friendly experience. This ecosystem lock-in is a significant factor in customer retention.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

eglobalis

SEPTEMBER 16, 2024

For instance, automating routine tasks such as order processing or client onboarding can save hundreds of employee hours, as seen in the Blue Cross Blue Shield case, where digital transformation reduced back-office work by 80%.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

Michel Falcon Experience

SEPTEMBER 9, 2014

I wonder what the $4,000,000 investment that went into the Super Bowl ad would have done for their brand if it was to have gone toward improving their customer service. Would they have ranked 6th and increased their customer acquisition through referrals by 10%? Would they have increased customer retention by 5%.

Customer Centricity 137

Customer Centricity Customer Retention Download Customers 137

CSM Magazine

SEPTEMBER 4, 2024

In the last four years, expectations for CX have been turned on their head as the pandemic and the urgent need to provide CX services remotely forced customer support teams to rethink how they interact with and provide value to customers. Customer retention is the no.1

Customer Retention 52

Customer Retention 2024 Social Media Customers 52

SurveySparrow

FEBRUARY 5, 2021

To our surprise, over 85% gave “customer retention” as their answer. Yes, they all stated the pandemic disrupted their customer network and retaining them became an enormous problem. And in between all that, businesses started losing customers, that too the loyal ones. Customer Retention Tip: Do Whatever It Takes!

Customer Retention 52

Customer Retention 2021 2020 Social Media 52

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Dissatisfied employees were more than 2.5

Article 109

Article 2021 Customer Service Contact Center 109

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

NOVEMBER 6, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience E-support Feedback Culture 52

Michel Falcon Experience

OCTOBER 23, 2014

Look around you, the most profitable and admired companies obsess over their customer and employee experience. With this in mind, I set off to create a new experience. Let me introduce you to the Experience Academy. We must all be focused on increasing customer retention to grow our business or departments.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

Michel Falcon Experience

OCTOBER 2, 2014

Designing complaint resolution systems to increase customer retention or creating a voice of the customer program to understand your customers behaviour isn’t as high profile but it will produce a greater ROI. Think about your business.

Customer Experience 131

Customer Experience ROI Customer Retention Customers 131

Beyond Philosophy

MARCH 5, 2015

View our books on Customer Experience here. Follow Colin Shaw on Twitter @ColinShaw_CX. The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Northridge Group

JANUARY 28, 2025

Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs.

Management 64

Management Consulting Customer Retention Loyalty 64

InMoment XI

JULY 12, 2023

Empower your employees by providing them with the necessary training, resources, and authority to address customer needs effectively. You can also encourage and empower employees to foster a sense of ownership and accountability to resolve any customer issues.

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 195

ROI 2023 Events Insurance 195

InMoment XI

NOVEMBER 15, 2023

Customer Churn Rate : Customer churn rate quantifies the percentage of customers who stop using a company’s product or service over a specific period, helping businesses gauge customer retention and identify potential issues.

Insights 243

Insights E Commerce Customer Experience E-support 243

ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? Be a customer of your own business.

Magazine 85

Magazine Employee Experience Exceptional Customer Service Customer Retention 85

Beyond Philosophy

OCTOBER 8, 2014

If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention The Moral Dilemma: Collecting Data on Customer Behavior Colin Shaw is the founder and CEO of Beyond (..)

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Lumoa

OCTOBER 20, 2022

Customer experience is an important factor in determining customer loyalty. Companies that rank the highest in customer experience surveys also have the highest scores for customer retention. This is because happy customers are less likely to churn and more likely to continue doing business with you.

Customer Experience 114

Customer Experience Banking Customer Retention Customer Satisfaction 114

ShepHyken

JUNE 30, 2024

How you’ve “always done it” may not meet the modern customer’s expectations. Second, supercharging customer touchpoints is looking at every customer interaction and maximizing the opportunity to create an experience that makes customers say, “I’ll be back.”

2024 85

2024 Article Customer Service Retail 85

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

2023 130

2023 Customer Experience E-support Customers 130

Beyond Philosophy

OCTOBER 21, 2014

Furthermore, employee training should include a way to identify different types of customers and adapt their Customer experience in a way that best addresses their type’s needs and expectations for the experience. Define your desired Employee experience.

Social Media 92

Social Media Customer Centricity Books Culture 92

ShepHyken

AUGUST 14, 2023

When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.

Article 12

Article Customer Service 2023 Customer Retention 12

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ShepHyken

JANUARY 3, 2024

The employee experience (EX) drives a better customer experience (CX). Employee retention is just as necessary as customer retention. TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees.

2024 102

2024 Customer Service Workshop Customer Service Training 102

One Millimeter Mindset

MARCH 27, 2019

In my experience working with clients, there is no better way to catalyze cross-functional and cross- educational communication than by co-creating stories, together. Talk about a vehicle for employee experience that drives customer experience. Regardless of job title, pay grade or level of education.

Workshop 14

Workshop Sales Customer Retention Download 14

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. It’s one thing to get the customer to come back.

2023 14

2023 Article Customer Service 2009 14

One Millimeter Mindset

APRIL 10, 2019

Finding common ground through storytelling catalyzes professional development, workforce engagement and customer and stakeholder success. Consider the implications for not only customer acquisition, but also employee experience, customer experience and customer retention.

White Paper 13

White Paper Download Customer Retention Presentation 13

SurveySensum

AUGUST 26, 2020

Also, Forrester publishes a CX quality benchmark of large global brands called Forrester’s Customer Experience Index stating that the big companies of certain industries can earn hundreds of millions of dollars of annual increment of revenue on a one-point increase in Forrester’s Customer Experience Index (CX Index ).

ROI 98

ROI E Commerce Metrics E-support 98

Comm100

FEBRUARY 6, 2023

Personalizing the customer experience Customers’ expectations have seen significant changes over the last few years, and going into 2023; their demands are more clear than ever. They expect relevant and customized CX from their financial institutions. First, customers want it.

2023 98

2023 Financial Blog Customer Experience 98

TechSee

MAY 1, 2022

Typically, the NPS measures how likely the customer is to recommend the organization’s service to a friend or colleague and is less valuable for areas to target for improvement. Customer Retention Rate. Customer Retention Rate measures how many existing customers stay with a company over a given period.

Net Promoter Score 109

Net Promoter Score Customer Experience Customer Satisfaction Measurement 109