SixteenVentures

DECEMBER 31, 2019

So while there’s not a one-size-fits-all definition of lower-case customer success – that’s up to you to know – as far as the concept of upper-case Customer Success is concerned, I’ve attempted to define that for you here. Introduction from Lincoln for 2020. … The Customer Success Book.

Start-ups 136

Start-ups Sales NPS Non-Profits 136

Aquire

NOVEMBER 11, 2021

This helps you understand where and how you need to improve customer experience. Learn more about prioritizing the right KPIs for customer success in our on demand webinar: [link]. You’ve probably heard of Net Promoter Score as a proxy for customer satisfaction, too. CSAT VS. NPS. But it doesn’t end there.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score NPS Customer Retention 98

Zendesk

MARCH 19, 2021

In our Customer Experience Trends Report 2020 , we uncovered a startling statistic: about 50 percent of respondents said they’d switch to a competing brand after just one bad customer experience. Fifty-percent customer churn is a death sentence for almost any business—which means it’s time to prioritize customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Aquire

NOVEMBER 18, 2021

Nearly 80 percent of American consumers point to speed, convenience, knowledgeable help and friendly service as the most important elements of a positive customer experience. ( Gaps between customer expectation and reality. Just 31 percent of marketers think they are exceeding customer’s CX expectations.

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. Adapting your CX to meet these higher expectations can differentiate your brand and the competition. Clearly, people prefer minimal interactions, even with brands they love.

Customer Experience 83

Customer Experience ML Social Media CX 83

Zendesk

MAY 12, 2021

According to the Bond Loyalty Report 2020 , 72 percent of customers are more likely to recommend brands with good loyalty programs. Customer retention software allows you to manage these customer loyalty programs and track relevant data like your Net Promoter Score (NPS).

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

Zendesk

MARCH 7, 2022

In 2022, 70 percent of customers expect conversational channels to be available. Since 2020, support requests over messaging channels like WhatsApp and Instagram have spiked. Savvy brands and early adopters use messaging apps to create convenient and personal customer experiences. What is conversational service?

AI 98

AI Net Promoter Score Artificial Intelligence Retail 98