SurveySensum

SEPTEMBER 21, 2023

There are two companies A and B having similar numbers of customers and both want to increase their business. Company A, decided to run a substantial marketing campaign, investing hundreds of dollars in hopes of acquiring new customers. Unfortunately, the campaign only yielded two customers, generating a total of $50 in business.

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. How does a company remain committed to providing first-rate customer service in an economic downturn? And that’s what makes it strong.

CX 83

CX Customer Loyalty Customer Satisfaction Engineering 83

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Taylor Reach Group

NOVEMBER 26, 2019

For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. Implement a soup-to-nuts onboarding program, then customize as needed. Don’t just train to be training.

Contact Center 98

Contact Center Customer Acquisition Education Customer Satisfaction 98

SurveySensum

SEPTEMBER 11, 2023

How well is your SaaS product performing, especially in terms of SaaS customer retention ? In traditional business, success is often measured by the number of products sold, and the emphasis is on acquiring as many customers as possible with a one-time sale. Let’s begin! How to Measure the Performance of a SaaS Company?

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

Help Scout

APRIL 27, 2021

Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. more than the same percentage increase in acquisition, and 3.3% more than the same percentage increase in retention. more than the same percentage increase in acquisition, and 3.3%

Start-ups 94

Start-ups B2B Customer Acquisition Customer Retention 94

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. Increasingly, brands understand the importance of the customer.

Customer Experience 123

Customer Experience Customer Journey Map Customer Retention NPS 123

SixteenVentures

APRIL 26, 2023

NRR Defined Net Revenue Retention – NRR – is the percentage of revenue retained from existing customers in a defined time period, including Expansion, Contraction, and Churn. Also called Net Dollar Retention or NDR. When a CS org is focused primarily on customer retention (vs. Time to panic?

Customer Retention 43

Customer Retention Start-ups 43

Zendesk

FEBRUARY 8, 2023

We are delighted and honored to learn that we’re ranked #1 across three categories in G2’s 2023 Best Software Awards : #1 Best Software Product #1 Best Customer Service Product #1 Product for Mid-Market Pop the champagne! At Zendesk, we love to celebrate successes, but we know that we succeed only when our customers succeed.

Artificial Intelligence 52

Artificial Intelligence CX CRM Innovation 52

Waypoint Group

JUNE 30, 2022

I don’t need any more customer-advocates,” said no one ever. Through the discussion of Net Revenue Retention (NRR), allocating resources to retention and expansion plays, and creating programmatic methods to hear your key customer-stakeholders, we’re now in a place to measure results. And why isn’t this a C-level KPI?

NPS 52

NPS Customer Acquisition B2B Sales 52

Zendesk

JUNE 30, 2022

Customer success is key to business success, especially for startups that depend on retention for meeting revenue goals. For startups with a well-oiled customer success team, the opportunities for growth are immense. If you’re a startup, you’re probably wondering when—and how—to formalize your customer success team.

Net Promoter Score 97

Net Promoter Score Customer Journey Map Start-ups Customer Acquisition 97

Intercom, Inc.

MARCH 27, 2018

We just raised $125M in a round led by Mary Meeker at Kleiner Perkins. Then, as the customer base and market matures, successful disruptive technologies evolve with them, adding the sophistication that ever larger customers need as they scale. Here’s what we’re going to do with it. Last year, we shipped 156 new things.

Artificial Intelligence 224

Artificial Intelligence Machine Learning Start-ups Sales 224

CX Journey

JUNE 5, 2019

The good news is that you've embarked on a customer experience transformation journey. A lot of companies are, or claim to be, working to improve the customer experience, with little or no visible evidence. A lot of companies are, or claim to be, working to improve the customer experience, with little or no visible evidence.

CX Transformation 54

CX Transformation CX Start-ups Sales 54

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. The RICOH Canada Backstory.

Customer Experience 126

Customer Experience NPS Net Promoter Score B2B 126

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

Beyond Philosophy

NOVEMBER 22, 2017

As explained by Christensen, this is considerably more than title and salary, which are just the very basic functional components of the job. In many respects, then, the employee life cycle is similar to the customer life cycle. This is rather analogous to Suspect and Prospect stages of the customer life cycle.

E-commerce 89

E-commerce Business Administration Omnichannel Retail 89

SurveySensum

SEPTEMBER 8, 2023

Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million. This demonstrates that by reducing customer churn and enhancing overall customer relationships, companies can save lost revenue and boost customer spending.

NPS 52

NPS Social Media Customer Satisfaction Customer Loyalty 52

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? Your customers feel the same way. A positive SaaS experience facilitated by cutting-edge SaaS feedback software leads to satisfied, loyal customers who not only stay but also become your advocates. You will continue using it, right?

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. A customer experience transformation is a lot of work.

Customer Experience 60

Customer Experience Close the Loop CX Transformation Government 60

SurveySensum

JULY 6, 2023

You’ve poured your heart and soul into creating captivating marketing campaigns, investing substantial resources in driving customer acquisition. Yet, despite these efforts, you notice a decrease in sales and declining customer loyalty. Even as a retail giant , Reliance Trends struggles with customer retention.

Customer Satisfaction 52

Customer Satisfaction Retail Social Media Net Promoter Score 52

SurveySensum

JULY 6, 2023

You’ve poured your heart and soul into creating captivating marketing campaigns, investing substantial resources in driving customer acquisition. Yet, despite these efforts, you notice a decrease in sales and declining customer loyalty. Even as a retail giant, Reliance Trends struggles with customer retention.

Customer Satisfaction 52

Customer Satisfaction Retail Social Media Net Promoter Score 52

CX Journey

JUNE 5, 2019

The good news is that you've embarked on a customer experience transformation journey. A lot of companies are, or claim to be, working to improve the customer experience, with little or no visible evidence. A lot of companies are, or claim to be, working to improve the customer experience, with little or no visible evidence.

CX Transformation 32

CX Transformation CX Start-ups Sales 32

Zendesk

NOVEMBER 28, 2023

What is SaaS customer support? SaaS (software as a service) customer support refers to the systems and practices technology companies use to best serve their customers. Nowadays, every business needs to provide an outstanding customer experience (CX) , but the level and expertise of support varies by industry.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Whilst the transactional business is more interested in repeat purchases and their frequency, the subscription business is mostly interested in how long customers remain loyal.

Net Promoter Score 164

Net Promoter Score Customer Experience NPS CEM 164

SurveySensum

FEBRUARY 24, 2023

In today’s competitive market, customer satisfaction is crucial for businesses to succeed. After all, the longer you keep your customers satisfied, the more likely they are to stay loyal to your brand and continue to invest in your products. Ready to take your customer satisfaction to the next level?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

CX Journey

FEBRUARY 10, 2015

Image courtesy of JSF0864 Is your customer acquisition (and retention) strategy based on discount pricing? Discounts might be working well to bring customers in the door, but do they stay after they''re in? A couple weeks ago, I wrote a post about the phenomenon where customers buy on price but also leave on price.

Customer Acquisition 62

Customer Acquisition Customer Retention Sales Retail 62

Intercom, Inc.

JULY 29, 2021

Ever since he was hired as the Director of EMEA Sales at BrowserStack , a web and mobile testing platform that lets developers test their websites and mobile applications across browsers, operating systems, and mobile devices, he had to completely rethink how to successfully onboard hundreds of salespeople just as everyone was going remote.

Sales 223

Sales Start-ups Engineering Finance 223

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Why Survey?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Why Survey?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

MAY 11, 2023

Did you know that the pandemic caused a massive shift in the retail industry, with digital penetration growing from 16% to 33% in just three months? And it’s not just a temporary trend – even two years later, customers are still embracing the convenience of online shopping. What is NPS?

NPS 52

NPS Retail Net Promoter Score Customer Satisfaction 52

CX Journey

APRIL 9, 2015

Image courtesy of afagen Are your customers raving fans or fairweather fans? Given that it''s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys '' 23rd annual Sports Fan Loyalty survey results a few days ago. Louis Cardinals (#1) 2. San Francisco Giants (#5) 3.

Sports 64

Sports Gaming Entertainment Customer Retention 64

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

CX 69

CX VOC Customer Experience Customer Expectations 69

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Customer Service 52

Customer Service Social Media Omnichannel Customer Acquisition 52

MattsenKumar

MAY 18, 2021

The story highlights how customers in retail stores decreased by 25% in Q1, 2020, and by 75% in Q3, 2020. While the number of players has grown, spending on e-commerce has increased by 40% and industrial funding touched new heights, customer churn has also increased. What is E-commerce Customer Churn?

E-commerce 52

E-commerce Net Promoter Score Engineering Social Media 52

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. But with people having changed their purchasing habits and perspectives due to lockdown, this seems the perfect time to reconsider your customer-first strategy. A customer-first strategy is not so hard. Just think customer first in everything you do.

Social Media 63

Social Media Retail B2C Customer Acquisition 63

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100