Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. Why Is Customer Experience Management (CEM) So Important?

Voice of the Customer 90

Voice of the Customer Customer Feedback CEM Net Promoter Score 90

ECXO

MAY 20, 2024

For instance, if a segment of customers is identified as highly tech-savvy, the team can focus on offering advanced features to this group, while for a segment of less tech-oriented customers, the team can provide more guidance and support.

CX 177

CX Customer Retention Customer Satisfaction Gaming 177

Retently

JULY 25, 2018

Companies that provide poor customer service can lose up to $75 billion – all because their clients don’t get the satisfaction and experience they want, which is usually because no company department is assigned to manage this business aspect. First, CXM is the same as CEM – it’s just spelled differently.

CEM 77

CEM Customer Experience Social Media CXM 77

SurveySensum

JULY 25, 2019

Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts. Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience. In the age of Customer Experience (CX), it’s crucial to respond to negative reviews as quickly as possible. Source ).

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

Lumoa

MARCH 20, 2018

More on customer experience if you're curious: how to define customer experience at your company, complete guide: how to improve customer experience , 19 definitions of CX by CX thought leaders and experts, " The Value of Customer Experience, Quantified " by Peter Kriss for HBR. Do you love CEM as much as we do?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Retently

JULY 11, 2018

Customer experience management ( CEM ) is also another way to refer to this methodology. When NPS started being used, the online environment – especially social media – was nowhere close to reaching its full potential. Unstructured feedback (essentially, feedback customers leave on social media).

NPS 70

NPS Net Promoter Score CEM Social Media 70

Intercom

JULY 26, 2022

As McKinsey notes, this requires a sizable investment in the customer experience, transforming not only employee mindsets, but also operational and IT structures. Once these changes are in place, companies will more often than not recoup costs through revenue growth and customer retention. What is customer experience management?

Customer Experience 69

Customer Experience CX Omnichannel Social Media 69

SurveySensum

JANUARY 27, 2022

Gather valuable feedback, analyze them, and act on time to improve customer engagement and experience with SurveySensum’s powerful customer experience software. What is Customer Experience software? When so much is done, customers feel happy and cared for. Improved customer retention and loyalty .

Sentiment Analysis 59

Sentiment Analysis Customer Experience CEM NPS 59

ClearAction

FEBRUARY 7, 2016

Loyalty is Not Just for Customers article. Customer-Centricity Means Customer-Centric BKM: Amazon, USAA, Zappos. Culture of Trust for Customer Experience Management BKM: Kimpton, Cisco. Customer Retention Begins With Trust article. Customer Retention Strategies webcast (18:37).

Customer Experience 48

Customer Experience Gambling Social Media CEM 48

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Customer Experience 160

Customer Experience Customer Relationship Customer Service Social Media 160

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Touchpoint 144

Touchpoint Sports Customer Relationship Net Promoter Score 144

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gaming 106

Gaming Retail Net Promoter Score Social Media 106

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 102

B2C B2B Entertainment Customer Acquisition 102

Beyond Philosophy

JUNE 1, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Non-Profits 84

Non-Profits Retail Entertainment Sales 84