eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities.

2020 446

2020 Customer Journey Mapping Culture Innovation 446

eglobalis

AUGUST 13, 2024

Background on Samsung and Apple To fully understand how Samsung and Apple differentiate in customer experience, it’s essential to delve into the backgrounds of these two industry titans. Here, we provide an overview of their corporate structures, leadership, and financial performance.

E-support 509

E-support Innovation Customer Centricity Loyalty 509

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? Consequently, retaining the clients you acquire today and those you target tomorrow drives the future of your innovative customer retention strategy. Is your sales team still the primary star of the customer acquisition show?

Customer Retention 126

Customer Retention Innovation Leadership Sales 126

PeopleMetrics

FEBRUARY 6, 2025

If theres one truth about VoC that hasnt changed, its this: without leadership buy-in, your program is dead on arrival. Its not technology, survey design, or even customer response ratesits whether someone at the top is taking CX seriously and making it a top priority within the organization. AI can keep revealing insights.

Leadership 62

Leadership 2017 2025 Competitive Advantage 62

One Millimeter Mindset

MARCH 9, 2021

An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. Because professional proactivity is central to a cross-functional customer retention strategy. You know this. I know this. We all know this.

Customer Retention 102

Customer Retention Leadership Innovation Consulting 102

Happy or Not

DECEMBER 9, 2024

Retaining customers is essential for business growth. At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones.

Customer Retention 36

Customer Retention Feedback Loyalty Customers 36

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). This approach requires an all-in commitment, from leadership buy-in to cross-functional collaboration.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? 15 practical ways customer service teams can improve retention.

Customer Retention 117

Customer Retention Measurement Customers Customer Service 117

InMoment XI

NOVEMBER 21, 2024

For example, if you identify long wait times in customer service, the support team can work on optimizing response times. Engage the leadership by showing how VoC analysis affects company goals like boosting retention and revenue. Must-know customer service statistics of 2024 ( [link] ). Sources Khoros.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

Customer Bliss

JUNE 16, 2016

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development. Click To Tweet.

Leadership 141

Leadership Customer Experience Travel Customers 141

Customer Bliss

JULY 11, 2017

Some include: Customer satisfaction. Customer retention. Ultimately a lot of this comes back to (a) revenue and (b) system performance; the incentives tend to be around those spaces. How quickly people on-board. SERP (search result pages) change constantly at Google. Tons of testing/analysis.

Leadership 0

Leadership Customer Experience 2013 2011 0

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. Article] Improving your Voice of the Customer listening posts? How did this happen?

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs.

Customer Journey Mapping 178

Customer Journey Mapping Customer Journey Leadership Customer Retention 178

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. A 5-step roadmap to get you started.

Customer Retention 86

Customer Retention Net Promoter Score Customer Centricity Roadmap 86

One Millimeter Mindset

JANUARY 19, 2022

Surprised to enter 2022 digging yourself out of a huge 2021 customer defection hole? It just could be you left your entire client retention strategy up to the virtual customer retention dog. What excuses do you make to your managers about your less-than-stellar rate of customer retention?

Customer Retention 99

Customer Retention 2022 2021 Document 99

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

GetFeedback

MAY 9, 2019

There are four pillars that serve as the stabilizing foundation of any customer experience program: . Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. You can prove an increase in revenue through customer retention and sales optimization. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

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. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Experience Investigators by 360Connext

DECEMBER 10, 2024

Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Customer Experience Strategy Success Statement , which identifies the specific customer experience outcomes that will matter most to your organization and how those tie to the broader company and leadership team goals.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

eglobalis

JULY 2, 2024

Customer Lifetime Value (CLV) : Estimates revenue potential from a customer over their lifetime. Revenue Growth: Tracks growth directly attributed to customer experience initiatives. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 456

NPS Feedback Net Promoter Score B2C 456

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures. While customer acquisition and lead conversion are integral parts of growing a SaaS business, with time, retention and renewals gain equal and eventually greater importance.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

eglobalis

SEPTEMBER 16, 2024

In terms of revenue growth, businesses that invest in CX often see higher customer retention rates and increased lifetime value of clients. Customer-centric organizations tend to outperform their competitors because they consistently deliver value across the customer journey.

B2B 378

B2B Customer Experience Customer Centricity Omnichannel 378

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. And obviously, the last couple of months, as myself and my leadership have had to recast that vision. “When you talk about concern, anxiety and sustainability kind of go hand-in-hand.

Roadmap 323

Roadmap Customer Journey Mapping Leadership 2020 323

Thematic

MARCH 20, 2025

Are you focused on customer service, product improvement, marketing effectiveness, or all three? Who needs access to insights—product teams, marketing, customer service, leadership? Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. Identify key decision-makers.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 141

Customer Service Customer Retention Customer Service Strategies B2C 141

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is a guest blog post by Anita Toth, Chief Churn Crusher. .

Customer Retention 97

Customer Retention Chief Customer Officer Customer Success Reference 97

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. My Comment: I hear it over and over again from B2B leadership.

Article 158

Article 2021 Customer Service B2C 158

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Check In: Review customer feedback and discuss any key customer experience metrics. . This is a good time to address processes around customer feedback, too.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

InMoment XI

MAY 4, 2023

In another example, a major Asia-Pacific Telecom Co utilized segmentation to align their growth strategy with changing customer needs and, as a result, exceeded revenue goals and cemented their leadership in the industry.

Customer Experience 221

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 221

CSM Magazine

MARCH 5, 2025

For example, an MBA graduate would understand how to tailor training sessions to address critical metrics like average resolution time or customer satisfaction scores. Leadership and Communication Skills: Customer support leaders must inspire their teams and communicate effectively across departments.

E-support 52

E-support Leadership Customer Satisfaction Communication 52

Retently

MARCH 17, 2025

Perfect for CX managers, operations, and leadership teams who need strategic insights to optimize operations and refine policies. Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year? The result?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

PeopleMetrics

FEBRUARY 4, 2025

This phase is about choosing the right customer touchpoints to measure, ensuring survey distribution is automated, and getting leadership buy-in. The core steps in this phase remain the same: Start with a relationship survey to establish a baseline for customer sentiment. But AI alone isnt enough.

Touchpoint 62

Touchpoint Financial Hotels Leadership 62

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

Customer Bliss

DECEMBER 27, 2016

CCO survival kkill: Creating a unified leadership team. I usually call this “one-company leadership.” Unifying leadership teams has been a theme of my life’s work, and you’ll see it in dozens of podcast quotes I’ll provide Thursday. 35 data-backed approaches to customer retention.

2016 0

2016 2017 Leadership Customer Retention 0