ECXO

DECEMBER 4, 2024

By understanding these contrasts, businesses can tailor their customer success initiatives to align with industry-specific demands, ultimately enhancing the customer experience and driving business growth. A high churn rate can be an indicator of customer dissatisfaction or a lack of perceived value.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Fonolo

SEPTEMBER 9, 2021

READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth. Customer service: then vs. now. Customer expectations change, especially over a long period of time. Gone are the days where a cheap product or service was enough to keep a customer happy. It's 100% free, we promise.).

Business Growth 108

Business Growth Customer Service Customer Satisfaction Customer Loyalty 108

Adrian Swinscoe

SEPTEMBER 16, 2024

Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance.

Customer Loyalty 147

Customer Loyalty Artificial Intelligence Business Growth Customer Retention 147

Adrian Swinscoe

MARCH 10, 2025

Todays podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, [] The post There are five types of loyalty but only two are growing Interview with Sara Richter of SAP Emarsys first appeared on Adrian Swinscoe.

Omnichannel 147

Omnichannel Customer Loyalty Business Growth Customer Retention 147

Callminer

DECEMBER 29, 2024

Great customer experience is crucial for customer loyalty, retention, and overall business growth. This blog offers practical and effective ways to improve CX today. Read more.

Customer Experience 182

Customer Experience Business Growth Customer Loyalty CX 182

ECXO

OCTOBER 23, 2024

For example, a retail organization can use AI to send personalized product suggestions based on a customer’s previous purchases or browsing history. This level of proactive engagement not only improves the customer experience but also increases the likelihood of repeat purchases and customer loyalty.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Win the Customer

NOVEMBER 20, 2024

As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.

Net Promoter Score 59

Net Promoter Score Artificial Intelligence Social Media Business Growth 59

Customer Think

MARCH 25, 2023

Self-service for customer service and support is just a first step in a much broader digital engagement strategy enabling brands to engage with customers online and via mobile devices throughout the entire customer journey – before and after they buy.

Business Growth 105

Business Growth Customer Service Customer Loyalty Technology 105

Customer Think

MARCH 1, 2023

In the early 2000s, McDonald’s was facing declining sales and customer satisfaction due to increased competition from other fast food chains and changing consumer preferences. These meetings allowed franchisees to […]

Business Growth 78

Business Growth Customer Satisfaction Sales Customer Loyalty 78

Customer Bliss

APRIL 20, 2016

You can see the full report and its findings at that link, but one of the more interesting parts is represented in this graph: As Josh Bersin summarizes here on Forbes , the biggest trend in Deloitte’s research is an increasing focus on teams — as opposed to just leaders — for future business growth.

Customer Loyalty 66

Customer Loyalty B2C Finance B2B 66

Win the Customer

DECEMBER 21, 2024

By following these guidelines, product managers can effectively leverage AI to create more personalized, proactive, and engaging customer experiences. This not only enhances customer satisfaction but also drives business growth and strengthens customer loyalty. I hope this blog post is helpful!

AI 59

AI Artificial Intelligence Social Media Machine Learning 59

Fonolo

JULY 8, 2021

Answers can be categorized into three groups; Promoters (9-10): These customers are satisfied with the product or service. Promoters make up 80% of business referrals, and contribute to business growth over time. Passives (7-8): These customers are neutral. How to leverage Net Promoter Score in your call center.

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

Intercom, Inc.

JULY 2, 2020

In the return of the Scale podcast, Pam details her support philosophy and the investments she’s making to drive better customer outcomes, for the long term. This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Are customers adding more users?

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Fonolo

OCTOBER 5, 2021

Creating a Customer Service Strategy That Drives Business Growth. A company’s NPS can be an easy way to predict business growth over the coming months or years. The Secret Sauce for Increasing Customer Happiness. businessgrowth #KPIs #businesstips Click To Tweet. Why is it important to know your NPS?

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

SurveySensum

JUNE 24, 2023

Increases Profitability and Business Growth Good customer experience plays a crucial role in customer loyalty, resulting in low churn and lower retention costs, which ultimately increase the profitability of a business.

Customer Satisfaction 52

Customer Satisfaction Business Growth Net Promoter Score Text Analytics 52

Intercom

JANUARY 20, 2025

Fin delivers content tailored to customer segments based on location, plan type, or audience groups, ensuring that every interaction feels relevant and personalized. Scale your support 24/7 across channels Scaling customer service alongside business growth has traditionally been a tricky balance for fintech businesses to strike.

Customer Service 91

Customer Service Compliance AI Education 91

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. Lets break it down.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

ECXO

MARCH 21, 2023

By incorporating these pillars into your customer experience culture, you can create a holistic approach to both customer and employee experience that fosters customer loyalty, retention, and ultimately drives the ultimate mix of adoption and business growth.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Fonolo

SEPTEMBER 14, 2021

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.

Customer Service 142

Customer Service Business Growth Customer Feedback Customer Satisfaction 142

Helpt

MARCH 10, 2023

This is where outsourced on-shore technical support comes in, providing businesses with the support they need to grow and thrive. In this article, we will explore how outsourced technical support can be the key to business growth. Customer Satisfaction There are a multitude of ways for SMB’s to grow outside of user acquisition.

Business Growth 52

Business Growth Customer Satisfaction Start-ups Customer Acquisition 52

Ameyo Callversations

MAY 4, 2022

Builds trust and reliability: When customers contact a business, they expect a prompt response. This helps improve customer expectations and experience, which often translates into more conversions and upsells. A reliable customer contact center also enhances customer loyalty and builds trust.

Business Growth 52

Business Growth Contact Center Artificial Intelligence ML 52

Adrian Swinscoe

MARCH 13, 2025

Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe. This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes.

E-commerce 147

E-commerce AI CX Customer Acquisition 147

Experience Investigators

FEBRUARY 18, 2025

Memorable, meaningful customer experiences turn typical transactions into impactful moments that build customer loyalty and help you continually innovate and reach more people effectively. However, many business leaders think of CX as a cost center for their organizations.

Customer Experience 52

Customer Experience Non-Profits CX Education 52

ECXO

JULY 26, 2023

Choose a solution that can handle large volumes of real-time data and scale with your business growth. Data security and compliance should be prioritised to protect sensitive customer information. And remember, a customer data platform can boost your capabilities and transform your CX significantly.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Customer Think

JULY 25, 2023

These days, providing a delightful, personalized experience for customers is no longer just a luxury—it’s a necessity for sustainable business growth. While every business is personal, which we would do well to […] After all, no one wants to be good when they can be great!

Business Growth 52

Business Growth Customer Service Customer Satisfaction Customer Loyalty 52

SurveySensum

AUGUST 25, 2023

Skilled and motivated staff deliver superior service, heightening customer interactions. Elevated customer experiences drive satisfaction, fostering loyalty and contributing to sustained business growth. Enthusiastic staff deliver exceptional service, creating positive customer experiences.

Business Growth 52

Business Growth Customer Satisfaction Social Media Retail 52

SurveySensum

OCTOBER 16, 2024

Following are the factors showing the importance of using survey questions for your business: Improve products and services: 66% of customers expect companies to understand their needs. What is your industry or business sector? What budget range have you allocated for this purchase?

Text Analytics 52

Text Analytics Customer Satisfaction Customer Loyalty Customer Service 52

Uniphore

NOVEMBER 18, 2021

However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly? feel is invaluable to business growth. Stay tuned to this blog for more how emotion AI can help your organization ‘s customer experience goals. .

CX 162

CX Artificial Intelligence AI Business Growth 162

Adrian Swinscoe

JANUARY 7, 2025

Todays podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins [] The post Data ontology and rethinking customer support metrics Interview with Marcel Barrera of serviceMob Inc first appeared on Adrian Swinscoe.

Technology 147

Technology Technology Customer Service Artificial Intelligence 147

Intercom, Inc.

AUGUST 26, 2020

. “A narrow focus on measures of customer experience or efficiency alone misses the bigger picture – good support is good business” As support leaders look to the coming year, many plan to address these hurdles head on and shed new light on their team’s contribution to business growth.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Intercom, Inc.

MARCH 16, 2021

Getting ahead of customer issues and providing a great proactive customer experience is everyone’s responsibility in your company and that makes collaboration critical to success.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

VOZIQ

JUNE 27, 2022

In today’s world, where the competition gets fierce by the minute, gathering a loyal customer base is a tricky feat to achieve. Here are our picks that are sure to help you fill the gaps in your understanding of customer loyalty and aid you in creating fruitful long-term relationships. Author: Bill Price & David Jaffe.

Customer Loyalty 40

Customer Loyalty Customer Retention Business Growth Sales 40

VOZIQ

JUNE 27, 2022

In today’s world, where the competition gets fierce by the minute, gathering a loyal customer base is a tricky feat to achieve. Here are our picks that are sure to help you fill the gaps in your understanding of customer loyalty and aid you in creating fruitful long-term relationships. Author: Bill Price & David Jaffe.

Customer Loyalty 40

Customer Loyalty Customer Retention Business Growth Sales 40

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. Increased Profitability Loyal customers tend to use more banking services, leading to higher profitability.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

SurveySensum

DECEMBER 18, 2024

Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or service to their friends and family. Lets now understand why NPS is important for business growth.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Fonolo

DECEMBER 16, 2021

If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: . improving customer satisfaction; and . enhancing your business processes. . Creating a Customer Service Strategy that Drives Business Growth.

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146