Beyond Philosophy

APRIL 14, 2022

McDermott says this breaks down into a supply-side problem with customer support and a demand-side problem, which customers expect. McDermott explains that the business leaders he works with focus on the customer acquisition phase. Mindshift about CX on the Supply Side Can Resolve Some of the Problems.

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

Intercom

AUGUST 23, 2022

With increasing business costs and reduced headcount, companies are feeling the squeeze as they also grapple with rising consumer expectations. That’s why companies should look to support – and retain – the customers they have. Shifting focus to customer retention can actually be twice as powerful as customer acquisition.

Customer Retention 105

Customer Retention Customer Acquisition Touchpoint Education 105

TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. Reduces cost of customer support.

Customer Satisfaction 98

Customer Satisfaction Customer Acquisition Education Customer Retention 98

SurveySensum

NOVEMBER 23, 2023

As the digital experience norm evolves, business owners must discern current customer expectations and anticipate future changes. Now, let’s explore the eleven key drivers propelling the digitization of customer experience. These are just some customer expectations you should form your CX strategy around.

Customer Experience 52

Customer Experience E-commerce CX AI 52

ClearAction

OCTOBER 16, 2019

Michael Brenner, CEO of Marketing Insider, says: “The biggest mistake companies make when analyzing retention rates is not seeing that a high churn rate is the result of poor customer acquisition efforts.” Creating & keeping a customer (i.e. customer-centric management) is guided by customer lifetime value.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

Beyond Philosophy

JUNE 11, 2021

Many times, Loss Aversion is responsible for your customer complaints. Customers who feel they didn’t get what they thought they should from your product or service might feel a loss that causes an adverse reaction. Customer expectations for your experience could drive complaints, too.

Customer Acquisition 122

Customer Acquisition Healthcare Education Customer Expectations 122

SurveySensum

SEPTEMBER 5, 2023

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. These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52