Shep Hyken

AUGUST 8, 2022

That said, you’ll enjoy this author’s version of how to WOW your customers. 5 Ways to Drive Customer Retention in a Post-pandemic World by Katie Fairchild. Customer retention statistics show that 65% of a company’s business comes from its existing customer base.

Customer Service 21

Customer Service Customer Retention Hospitality Hospitality 21

Zendesk

MAY 17, 2022

This not only helps you discover exactly what your customers are seeking from your product or service, but it also provides insights into the challenges or bottlenecks they face along their journey. Improve customer retention and loyalty. When and how to use customer satisfaction score surveys. Hospitals: 69.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Lumoa

NOVEMBER 29, 2021

The probability of selling to a new prospect is 5-20%, while the probability of selling to an existing customer is 60-70% according to Marketing Metrics. Murphy & Murphy estimate that a 2% increase in customer retention has the same effect on profits as cutting the costs by 10%.

Customer Experience 103

Customer Experience NPS Text Analytics Customer Satisfaction 103

Lumoa

JULY 10, 2018

The probability of selling to a new prospect is 5-20%, while the probability of selling to an existing customer is 60-70% according to Marketing Metrics. Murphy & Murphy estimate that a 2% increase in customer retention has the same effect on profits as cutting the costs by 10%.

Customer Experience 121

Customer Experience NPS Text Analytics Customer Satisfaction 121

CX Journey

JUNE 19, 2015

Customer rooms allow them to. Connect the dots to ROI : executives prove they care about the reasons for customer retention and attrition. Other than The Irvine Company , customer rooms are being used by companies like Blue Cross Blue Shield of Michigan , Cigna , Prime Therapeutics , TD Ameritrade, St.

Invoicing 71

Invoicing Customer Journey Map Hospitality Hospitality 71

Confirmit

SEPTEMBER 24, 2018

Identify at-risk customers. Create a link between them and business KPIs, such as customer retention or revenue from positive word of mouth. Confirmit enables organizations like yours to develop and implement Voice of the Customer, Employee Engagement and Market Research programs that deliver insight and drive business change.

CEM 40

CEM Net Promoter Score CRM Voice of the Customer 40

Confirmit

SEPTEMBER 24, 2018

Identify at-risk customers. Create a link between them and business KPIs, such as customer retention or revenue from positive word of mouth. Confirmit enables organizations like yours to develop and implement Voice of the Customer, Employee Engagement and Market Research programs that deliver insight and drive business change.

CEM 40

CEM Net Promoter Score CRM Voice of the Customer 40

Totango

MAY 29, 2020

Your customers will be presented with very different scenarios under current conditions. Some will be forced to scale back dramatically, such as those that supply the hospitality industry, while others may be presented with opportunities for rapid expansion, like the tech industries that power remote work.

Hospitality 62

Hospitality Hospitality Start-ups Customer Retention 62

Qualtrics

JULY 18, 2019

If this many people are spending money on travel and tourism, hospitality professionals must provide customers with an excellent guest hospitality experience to keep them coming back and to grow their businesses. Competition is steeper than ever and customers want to be delighted or they will choose another provider.

Hospitality 45

Hospitality Hospitality Artificial Intelligence NPS 45

Lumoa

OCTOBER 15, 2023

It applies universally, from software and utility companies to hospitals and manufacturing businesses. A Salesforce research study found that when the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake.

Customer Feedback 83

Customer Feedback Text Analytics Hospitality Hospitality 83

Fonolo

JANUARY 4, 2022

Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. As little as a 5% lift in customer retention can produce 25% more profits. 64% of people find customer experience more important than price when making a purchase. 5 Popular Customer Service Benchmarks.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Fonolo

APRIL 4, 2023

Source: Bain&Co Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Source: Microsoft As little as a 5% lift in customer retention can produce 25% more profits. Source: Salesforce How to Create a Customer Service Strategy Only 9% of governments use A.I.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

SurveySensum

OCTOBER 31, 2023

Great customer service leads to positive experiences When you visit your favorite restaurant, do they offer only food? They also offer their hospitality via helpful and friendly staff. When you offer excellent customer service, it means you’re really good at helping and supporting your customers.

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

PeopleMetrics

JANUARY 18, 2022

In the short term, PeopleMetrics makes it easy to give your most important customers a white-glove experience. You can also immediately flag any customer’s negative experiences for direct outreach from your team. Our software also offers features designed to meet the unique needs of specific industries, including: Hospitality.

Customer Satisfaction 62

Customer Satisfaction Pharmaceutical Net Promoter Score Customer Feedback 62

Lumoa

APRIL 14, 2021

But you can normally count on that some of your consumers or customers are lazy enough that they even, if your queues to your customer service, or to get long, or something like that, they won’t switch because they don’t bother to switch. Johanna: Yeah, yeah, that certainly helps in that business case building.

Customer Experience 94

Customer Experience CX Net Promoter Score Start-ups 94

Intercom, Inc.

MAY 10, 2018

Thanks so much for inviting us over to your new digs and the coffee and warm hospitality. So, I’m going to try to get into a cadence of posting a couple of times a month cadence on my blog, which is andrewchen.co. Adam: Careful, we’re going to hold you to it. Andrew, this has been awesome.

Start-ups 224

Start-ups Gaming Customer Acquisition B2B 224

Help Scout

JUNE 22, 2021

An NPS Promoter score has a customer lifetime value that’s 600%-1,400% higher than a Detractor. 89% of consumers are more likely to make another purchase after a positive customer service experience. 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. Sage Journals ).

Customer Service 128

Customer Service Social Media Omnichannel NPS 128

Shep Hyken

AUGUST 22, 2022

How To Make Hospitality Customer Service Shine by Paul Savarino. Facility Executive) The hospitality industry is fueled by happy customers. The hotel’s reputation may be damaged if unhappy guests use social media to amplify their dissatisfaction with customer service during their stay.

Customer Service 13

Customer Service Hospitality Hospitality CX 13

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs.

Technology 104

Technology Technology NPS Start-ups 104

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs.

Technology 88

Technology Technology NPS Start-ups 88