ClearAction

SEPTEMBER 22, 2022

Lost ROI on customer acquisition cost. Preventing churn : Customer Service + escalations + remedies + refunds + returns. Customer Success + Loyalty programs. Complexity : Extra Marketing and Sales staff and effort to make up for churn (in addition to monthly net new customers).

CX 62

CX Sports Non-Profits Touchpoint 62

SurveySensum

SEPTEMBER 21, 2023

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. In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs.

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

Intercom

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. It’s easier to test new customer acquisition strategies.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Qualtrics

AUGUST 25, 2021

They don’t know how to identify the right mix of brand attitudes and strategies to improve key outcomes such as customer acquisition, website traffic, or subscriptions. For these brands, a lot of the process is a guessing game and often reactive rather than proactive when consumer preferences and expectations change.

Key Driver Analysis 26

Key Driver Analysis Non-Profits Customer Acquisition Gaming 26

ClearAction

MARCH 22, 2024

This was summarized in Stephen Diori’s Forbes article: “Delivering Superior Customer Experience is a Team Sport” 2 (All the quotations below are from Diori’s article. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.”

Sports 62

Sports CX Scorecard Touchpoint 62

SixteenVentures

DECEMBER 31, 2019

Everyone is in Customer Success. Customer Success Beyond Usage Data. Customer Success At Your Expense Hurts Everyone. The Role of Customer Success in… Customer Development. Customer Acquisition. Customer and User Onboarding. Should we tell customers what to do? Functional Support.

Start-ups 136

Start-ups Sales NPS Non-Profits 136