CX Journey

APRIL 9, 2015

Image courtesy of afagen Are your customers raving fans or fairweather fans? Given that it''s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys '' 23rd annual Sports Fan Loyalty survey results a few days ago. Do brands have fairweather fans, too? Oprah Winfrey.

Sports 73

Sports Gaming Entertainment Customer Retention 73

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. If you’re interested in hearing about a successful Voice of the Customer example , look no further than Porsche.

Voice of the Customer 90

Voice of the Customer Customer Feedback CEM Net Promoter Score 90

Execs In The Know

MARCH 13, 2023

Being Customer Obsessed According to Forrester Research , customer- obsessed companies report 2.5 times better customer retention and employee engagement than non-customer-obsessed companies. “Customer obsession starts with the customer and works backward,” explained Weingardt.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

ClearAction

NOVEMBER 3, 2015

customer-facing staff. is grounded in customers’ realities. Customer retention. customer-facing groups’ job. Are You a Customer Experience Action Hero? Breaking Down Silos for Customer Experience Management. Customer Experience Journeys: Map for Actionability. Voc action.

Customer Experience 101

Customer Experience VOC CXM Sports 101

Beyond Philosophy

JUNE 4, 2015

As they stated, right up front (Chapter 1, page 4): “What we call a humanistic company is run in such a way that its stakeholders—customers, employees, suppliers, business partners, society, and many investors—develop an emotional connection with it, an affectionate regard not unlike the way many people feel about their favorite sports teams.

Touchpoint 144

Touchpoint Sports Customer Relationship Net Promoter Score 144

Zendesk

DECEMBER 7, 2020

That’s on par with the global sports industry, the entire German construction market, and is roughly three times the value of the video game industry. Here’s an eye-opening fact: the beauty-products industry is worth more than $500 billion a year.

Customer Experience 98

Customer Experience Omnichannel Sports Construction 98

Totango

AUGUST 21, 2020

Why Invest in Customer Success? Investing in customer success means investing not just in your customer’s success, but in that of your enterprise. Investing in customer success can: Increase customer retention rates and keep customers engaged. ” Scaling Customer Success.

NPS 78

NPS Sports Hospitality Hospitality 78

CSAT.AI

SEPTEMBER 5, 2018

Ideas they bring create an opportunity to build lasting relationships improving customer retention. And sometimes, just sometimes, your customers contact your center to offer praise or thanks. When a product really hits the spot, your customers want that product to stick around. This is Awesome!

Customer Service 52

Customer Service Sentiment Analysis Sports Customer Retention 52

Experience Investigators

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Customer Bliss

AUGUST 9, 2018

Subject Matter Expert for “Out of the Box” thinking with a proven history leading global business transformation, service innovation, customer success, and engagement. As a competitive athlete, Daniel always had a passion for winning driven by practicing multiple sports from trekking, biking, swimming, and skiing.

Customer Experience 70

Customer Experience Net Promoter Score Sports Manufacturing 70

Totango

AUGUST 11, 2022

Client receptivity : Customer receptiveness to ideas and initiatives proposed by success managers will be influenced by their perception of digital interactions with your product and the value they derive from these interactions. Use Customer Success Software to Build Stronger Digital Client Relationships.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

Gainsight

MARCH 31, 2020

As a fellow CS leader, I have so much empathy for what it takes to deliver on those expectations while making sure your CSM and Account Management teams don’t burn out (further impacting customer retention in a downward spiral). Include measures such as usage, customer outcomes achieved, customer experience, etc.—take

E-commerce 85

E-commerce CRM NPS Scorecard 85

The Customer Service Blog

JULY 29, 2022

Unfortunately, many business-people don’t realise that there are different types of customer ‘loyalty’, and this often results in them adopting customer retention strategies that are only based around pricing. In fact I wrote my 30,000 word Masters Degree thesis on this very subject.

Sports 52

Sports Customer Loyalty Customer Retention Gaming 52

Retently

APRIL 5, 2024

Nike’s SoHo flagship store is not just about buying products, but an immersive experience where sports enthusiasts can engage with the brand in an interactive environment. It features a half-court for basketball, a soccer trial area, a treadmill that simulates outdoor runs, and a customization bar for personalizing sneakers.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Chelsea Krost. ChelseaKrost. RachardRShapiro.

Customer Service 0

Customer Service Start-ups Sports Social Media 0

Zendesk

AUGUST 22, 2023

Determine the right metrics There are several customer experience key performance indicators (KPIs) that will shed light on how well your product fits into the market, including customer retention rate, growth rate, marketing success, and churn rate.

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 78

NPS Sentiment Analysis Start-ups Net Promoter Score 78

ClearAction

JULY 29, 2018

Through mentoring in their careers they’ve become customer-centric leaders themselves. Customer-centric leadership is something that needs to be learned and practiced. Sporting environments requiring teamwork and a trust mindset can contribute a lot to customer-centricity.”

Finance 48

Finance Sports NPS Customer Retention 48

Aquire

JANUARY 27, 2022

Some key KPIs to consider include: Customer Satisfaction Score (CSAT) Net Promoter Score (NPS) Customer retention rate Conversion rate Average resolution time. When you review customer feedback and KPI data, it will be tempting to try and address all the issues it reveals at once. Provide omnichannel customer support.

Customer Satisfaction 52

Customer Satisfaction Social Media Omnichannel Net Promoter Score 52

SugarCRM

APRIL 2, 2019

In fact, by the year 2020, customer experience will overtake price and product as the key brand differentiator. higher customer retention, 1.9x higher customer satisfaction rates. Since becoming a customer, I’ve renewed, added new services and purchased lots of gear to sport my Peloton obsession.

Sports 30

Sports B2C Customer Relationship Customer Satisfaction 30

1 to 1

DECEMBER 14, 2020

This is true as true in sales as is it in sports – probably more so. Timothy Blank, a vice president at TTEC, recently spoke with Customer Strategist Journal Editor-in-Chief Elizabeth Glagowski about the crucial role practice plays in a sales team’s success. But what’s the best way to develop diehard fans?

Sales 26

Sales Gaming Sports Touchpoint 26

SugarCRM

NOVEMBER 12, 2019

Businesses of all shapes and sizes have access to tools that can help them boost customer retention and keep customers engaged at all stages of the purchase process. For example, customers can get rewarded for watching how-to videos or downloading your latest e-book. We’re living in an exciting time for loyalty marketing.

E-commerce 28

E-commerce Sports B2B Retail 28

SurveySensum

JULY 20, 2023

Let’s start by understanding the four common types of customer churn in retail and discover effective solutions for each of them. By doing so, you can proactively work towards reducing churn and improving customer retention. Mina and Her Sporting Goods Store Mina runs an awesome online store for sporting goods.

Retail 52

Retail Customer Feedback CX Social Media 52

ClearAction

NOVEMBER 4, 2020

“At TELUS, our customer experience efforts were going well, but we wanted to perform better than industry norms. A higher level of customer experience excellence is ‘a team sport’, and to achieve that, everyone needs to know how to put customers first through deliberate behaviors by each individual.”

Customer Experience 77

Customer Experience Invoicing Sports VOC 77

Gainsight

SEPTEMBER 27, 2023

Health Scores Are a Team Sport Even though Customer Success typically “owns” the health score, the metrics are often sourced from other stakeholders within the organization. When the data is clean and the right Playbooks are in place, health scores will give CSMs the foresight and agility to spot and solve challenges as they arise.

Sports 52

Sports NPS Sales Customer Retention 52

C3Centricity

JANUARY 10, 2025

A key takeaway is that by focusing on one small area of improvement at a timesuch as fine-tuning a customer insight process or adjusting team workflowscompanies can gain significant benefits that accumulate and accelerate.

Sports 62

Sports Business Growth CX Actionable Insights 62