1) Keeping customers happy is important for business growth because happy customers spend more money, buy more frequently, and tell their friends positively about the company. However, many companies do not prioritize customer experience or fully understand the experiences they provide.
2) Excellent customer experience requires focusing on long-term value for existing customers rather than just short-term marketing. It also means understanding customer preferences at different touchpoints to improve experiences.
3) Top expectations for good customer experience according to research include making customers feel valued, resolving problems quickly, and communicating clearly without jargon. Measuring and managing customer experience across an organization can help drive business growth.
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
White paper - Customer Experience TransformationPablo Junco
This white paper highlights the business value of customer experience as a differentiator and explores three critical enablers to guide organizations embarking on the transformation journey.
Converge your business into a Customer Centric Experience, Customer first is the focus strategy on Customer Intimacy. By using (big) Data, 3rd party data, connecting data for real time transparency, analyze habits, filter needs, offer solutions, increase ROI . By implementing the right technology, you create the best customer intimacy with marketing, technology and creativity. What are you waiting for?
How to Improve Customer Retention by Building Emotionally Engaging Customer E...Parature, from Microsoft
In a recession customer retention is even more vital than usual. Companies are clamouring to increase revenue and save costs, but how can this be done?
Colin Shaw, International bestselling author and customer experience guru, will demonstrate how you can focus on the areas of a customer experience that provide the greatest value and thus enables organisations to use their resources to the greatest effect. Colin will also introduce the new area of the 'subconscious experience' that drives customer behaviour and how the understanding of this experience can save costs. In one case study of an Insurance company, they reduced the call backs to their call centre from 75% to 6% in three weeks using this new thinking.
During this presentation you'll learn:
:: How to improve customer retention
:: How to focus on the parts of the customer experience that drive the most value
:: How to build an emotionally engaging customer experience
:: The new area of the subconscious experience
:: How to cut costs through this new thinking
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
White paper - Customer Experience TransformationPablo Junco
This white paper highlights the business value of customer experience as a differentiator and explores three critical enablers to guide organizations embarking on the transformation journey.
Converge your business into a Customer Centric Experience, Customer first is the focus strategy on Customer Intimacy. By using (big) Data, 3rd party data, connecting data for real time transparency, analyze habits, filter needs, offer solutions, increase ROI . By implementing the right technology, you create the best customer intimacy with marketing, technology and creativity. What are you waiting for?
How to Improve Customer Retention by Building Emotionally Engaging Customer E...Parature, from Microsoft
In a recession customer retention is even more vital than usual. Companies are clamouring to increase revenue and save costs, but how can this be done?
Colin Shaw, International bestselling author and customer experience guru, will demonstrate how you can focus on the areas of a customer experience that provide the greatest value and thus enables organisations to use their resources to the greatest effect. Colin will also introduce the new area of the 'subconscious experience' that drives customer behaviour and how the understanding of this experience can save costs. In one case study of an Insurance company, they reduced the call backs to their call centre from 75% to 6% in three weeks using this new thinking.
During this presentation you'll learn:
:: How to improve customer retention
:: How to focus on the parts of the customer experience that drive the most value
:: How to build an emotionally engaging customer experience
:: The new area of the subconscious experience
:: How to cut costs through this new thinking
High customer loyalty is one of the most important indicators of good performing companies. Since customer satisfaction is directly linked to customer loyalty it is evident`that measuring customer satisfaction without taking customer loyalty into account and vice versa would be misleading.
This is a Futurelab Action Guide I wrote up on the topic of customer centricity.
Before you criticise the small fonts: it's designed for use on a small/computer screen only :-)
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
How Can Customer Centricity Be Profitable?Monetate
Watch the webinar: http://monetate.com/webinar/how-can-customer-centricity-be-profitable/
Marketing leaders crave to know their customers better, focus on the right buyers, and maximize customer lifetime value. So how can you make being more customer-centric work for your business?
Hear Peter Fader, Professor of Marketing at the Wharton School of the University of Pennsylvania, discuss the tactical “building blocks” underlying customer centricity as well as important insights about the interplay among them. Professor Fader will highlight a number of actionable suggestions to help companies make effective and efficient use of:
• Customer acquisition programs;
• Customer retention; and
• Customer development.
Learn how to understand your customers at a more granular level by discovering segments that are the most valuable, and then deliver different products, services, and offers to them. The result? Become more customer-centric and more profitable!
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-retention-strategies-125750732
Is customer retention included in your marketing plans and budgets? Many companies are involving customers in 2-way conversation to build relationship strength. Trust is the #1 way to retain customers ... by preventing hassles in policies and processes ... making your company irresistible, for sustained organic growth.
See https://ClearAction.com
UNIVERGE BLUE ENGAGE: Increasing Profitability Through Improved Customer ServiceInteractiveNEC
Developing and maintaining profitable customer relationships is at the core of every healthy business operation. Keeping your customers happy has significant benefits, affecting your top and bottom line. Learn the top 5 business benefits of a great #customerexperience how UNIVERGE BLUE ENGAGE Contact Center #CCaaS can help #customerretention rates and make your company more profitable year after year. #CloudCommunications #CloudContactCenter #CX
10 Examples of Exit Popups Used as a Customer Retention StrategyMihail Savov
A customer retention strategy is a must for every business. Acquiring customers might grow a company, but keeping them from leaving is what leads to better revenue. Here, we will share 10 examples of exit popups that are designed to stop users from leaving your website.
Original post: https://isenselabs.com/posts/customer-retention-strategy-10-appealing-exit-popups-with-discount-hooks
Integrado com o sistema ConectCon SOCIAL, o sistema ConectCon GATE oferece à portaria uma moderna interface para visualização de passagens de veículos, moradores e terceirizados – em tempo real e com duplo registro: local (off) e cloud (on-line).
High customer loyalty is one of the most important indicators of good performing companies. Since customer satisfaction is directly linked to customer loyalty it is evident`that measuring customer satisfaction without taking customer loyalty into account and vice versa would be misleading.
This is a Futurelab Action Guide I wrote up on the topic of customer centricity.
Before you criticise the small fonts: it's designed for use on a small/computer screen only :-)
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
How Can Customer Centricity Be Profitable?Monetate
Watch the webinar: http://monetate.com/webinar/how-can-customer-centricity-be-profitable/
Marketing leaders crave to know their customers better, focus on the right buyers, and maximize customer lifetime value. So how can you make being more customer-centric work for your business?
Hear Peter Fader, Professor of Marketing at the Wharton School of the University of Pennsylvania, discuss the tactical “building blocks” underlying customer centricity as well as important insights about the interplay among them. Professor Fader will highlight a number of actionable suggestions to help companies make effective and efficient use of:
• Customer acquisition programs;
• Customer retention; and
• Customer development.
Learn how to understand your customers at a more granular level by discovering segments that are the most valuable, and then deliver different products, services, and offers to them. The result? Become more customer-centric and more profitable!
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-retention-strategies-125750732
Is customer retention included in your marketing plans and budgets? Many companies are involving customers in 2-way conversation to build relationship strength. Trust is the #1 way to retain customers ... by preventing hassles in policies and processes ... making your company irresistible, for sustained organic growth.
See https://ClearAction.com
UNIVERGE BLUE ENGAGE: Increasing Profitability Through Improved Customer ServiceInteractiveNEC
Developing and maintaining profitable customer relationships is at the core of every healthy business operation. Keeping your customers happy has significant benefits, affecting your top and bottom line. Learn the top 5 business benefits of a great #customerexperience how UNIVERGE BLUE ENGAGE Contact Center #CCaaS can help #customerretention rates and make your company more profitable year after year. #CloudCommunications #CloudContactCenter #CX
10 Examples of Exit Popups Used as a Customer Retention StrategyMihail Savov
A customer retention strategy is a must for every business. Acquiring customers might grow a company, but keeping them from leaving is what leads to better revenue. Here, we will share 10 examples of exit popups that are designed to stop users from leaving your website.
Original post: https://isenselabs.com/posts/customer-retention-strategy-10-appealing-exit-popups-with-discount-hooks
Integrado com o sistema ConectCon SOCIAL, o sistema ConectCon GATE oferece à portaria uma moderna interface para visualização de passagens de veículos, moradores e terceirizados – em tempo real e com duplo registro: local (off) e cloud (on-line).
Acessível pela internet através de qualquer dispositivo, o sistema ConectCon SOCIAL otimiza a comunicação entre síndicos, condôminos (proprietários e locatários), portaria e administradora; facilitando a resolução das principais demandas e fornecendo auditoria completa, através de relatórios gerenciais customizados.
Infraestrutura = Oferecemos tecnologia de ponta e suporte técnico para que seu condomínio tenha condições ideais para inovar em comunicação e segurança. Nossos experts avaliam as instalações e tecnologias disponíveis em seu condomínio: internet, antenas, cabeamentos, computadores, controles de acesso e dispositivos.
Instalação = O processo segue procedimentos de segurança e customização de diversos parâmetros, como domínio www, criação das unidades e espaços sociais, upload de documentos, entrega das cartas de boas-vindas e demais elementos visuais que avisarão seus condôminos sobre a chegada deste novo canal oficial de comunicação do condomínio.
Implantação = Após a instalação, nossos consultores atuarão presencialmente em seu condomínio, mediante prévio agendamento e comunicação, promovendo o cadastramento de condôminos e de todos os itens para a plena utilização de nosso sistema, acelerando também a modernização dos procedimentos da gestão.
Treinamento = A equipe do condomínio recebe uma palestra de segurança digital e um treinamento prático de todos as funcionalidades do sistema; tornando-os aptos a atenderem os condôminos. Em seguida, as reciclagens periódicas atualizam os gestores, zeladoria e portaria com os novos recursos, além da análise IPC que identifica a performance do condomínio.
Suporte = Equipe multidisciplinar que atua "na prática" em condomínios. Central de Ajuda com tutorial de todos os módulos e recursos. Abertura de chamados dos clientes, nas interfaces e por e-mail. Sugestões de correções e melhorias são analisadas e implementadas.
Conheça mais em www.conectcon.com
estas diapositivas son relacionadas al tema del famoso libro de la vaca, viene con los ejemplos del libros y un pequeño video en el cual explica como es ser un mediocre y como dejarlo de ser saliendo de la zona de confort
To differentiate customer experience, do something your competitors aren't doing in customer experience management. Re-examine how you're listening to customers, viewing customers' expectations, and focusing your employees and business rituals on customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
Customer experience improvement can—and does— drive bottom-line results. So how can we prove that making customers happier can make you and your shareholders happier too?
Building a "maniacal" customer-centric cultureGenpact Ltd
Client centricity is a stated core value of all enterprises. However, few organizations scientifically build processes to measure it, use it to direct incentives and rewards, and most importantly, leverage it to shape company culture. I call those that do so “maniacally client focused organizations.” The impact of such an approach is sustainable growth driven by stronger client penetration, a state in which client recommendations expand the frontline’s reach and effectiveness, and a more engaged and stable workforce.
Best-in-class companies build customer loyalty by creating a customer-centric culture and by consistently exceeding customer expectations. They understand that customer loyalty is not just about offering competitive prices and products; it's also about building relationships with customers and making them feel valued.
CiF prospectus build customer service from the inside outJon Chidley
Customer in Flow is all about building Customer Service Excellence from the “inside out” by working with the core and extended teams in an organisation concerned with delivering an excellent service to the customer and impacting on the bottom line.
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
Germain UX is a real-time insights and automation platform that helps businesses improve their user experience. With Germain UX, businesses can identify and fix problems quickly and easily, resulting in happier users and increased revenue.
Capturing Customer Data and Insights that Elevate the Customer ExperienceJames O'Gara
Curriculum Highlights:
The data set that truly drives the customer experience
starts with understanding the customer’s desires, needs,
challenges and decision-making drivers. Do you need
big data to capture these insights? Maybe. Maybe not.
During this session, you’ll gain insight into the customer
experience data that really matters and how it can be
leveraged to improve the customer buying process and
journey. You’ll also learn about research techniques
that can be used to capture an accurate Voice-of-theCustomer
(VOC) and how the insights will help you create
a differentiated customer experience.
Learning Objective:
Participants will leave with a deeper understanding of the
customer research methods and data they need to create
a more engaging and compelling customer experience.
Customer Success is Your Success: 5 Ways to Boost RetentionTotango
The SaaS model has turned business on its head. Revenue from existing customers, through renewals and upsells, is the key to growth. Watch this webinar to learn 5 strategies that companies like Optimizely, Zendesk and Autodesk use to increase retention and revenue with customer success software.
For more examples, insights & tips, watch the on-demand recording of the event: http://www.totango.com/resources/5-strategies-to-boost-retention/?utm_medium=social_media
As a business owner, have you ever thought about what could be better than gaining a new customer? You might be wondering if anything could be better than this.
Well, the answer is customer retention.
Gaining new customers is alluring but retaining customers comes at a lower cost and has the potential to provide a higher return on investments.
1. Why keeping your customers happy is good for business
Trevor Isherwood & Dr. Tiia Maekinen
In 2014 many brands showed
improvements in their customer
experiences. In fact, just 1 percent of
the brands ranked by Forrester’s annual
Customer Experience Index (CXi)
benchmark fell into the “very poor”
category for customer experience.
That’s the lowest number of very poor
performers in the benchmark’s seven-
year history. So it appears that customer
experience is gaining attention as a
business driver.
Yet many companies are still to
prioritise customer experience as a
fundamental business driver. Research
by Bain & Company demonstrated
that whilst 80% of companies felt they
delivered good customer service only 8%
of customers agreed. This implies that
many companies do not fully understand
whatkindofcustomerexperiencetheyare
actually delivering, or what is important
to customers in that experience that helps
generate greater revenues.
Fully utilising and enabling growth
through customer experience requires
a shift in mind-set within organisations,
moving the focus away from short-term,
campaign-based marketing projects
normally targeted for prospects and
acquiring new customers, into long-
term value creation efforts for existing
clients. Research clearly shows that happy
customers spend more, spend more
frequently and tell their friends about
the company. Excellence in customer
experience with existing customers can
become your most effective marketing
tool to attract new customers.
Customer churn and negative word of
mouth due to poor service experiences
are costing businesses valuable revenue.
To drive effective return on marketing
investment, it makes sense to focus on
what is important to customers. Driving
business strategy in sync with customer
experience strategy not only delivers
growth, it also allows businesses to
organise themselves most cost-effectively
around customer experience.
CUSTOMER UNDERSTANDING AND
EXPERIENCEMEASUREMENTASBASIC
BUILDING BLOCKS FOR GROWTH
Some customers want to continually
be made to feel special, some want
more attention than others, some need
guidance, and others just want to be left
alone. By developing insights on their
preferences, needs and behaviours,
customer experiences can be improved
and more effectively managed at critical
touch points. Consistently delivering
positive experiences establishes
relationships that help build preference
and loyalty, and create growth.
What is it that prevents companies from
deliveringonwhattheircustomersexpect?
Often it’s a lack of clear understanding of
the kinds of customer experiences that
create and sustain customer loyalty and
advocacy. It might not be rocket science
but the top three expectations as revealed
in a recent Forrester study are:
Make me feel valued - In most cases
emotion has a bigger impact on
customer loyalty than product or service
effectiveness or ease of purchase. In
particular feeling that a brand values
you as a customer is critical in every
industry. Customers feel valued as
a result of brands showing genuine
interest, creating empathy towards the
customers’ experiences and generating
relevant understanding of its impact on
customers.
Resolve my problems quickly - Rapid
issue resolution is also a key driver.
What makes an experience feel quick
to customers? Sales staff who are
T H E P U R S U I T
O F H A P P I N E S S
promotion
2. available when, where, and how it’s
most convenient for the customer and
who are empowered to resolve problems
immediately.
Speak my language - Just like billionaire
investor Warren Buffett, customers don’t
like to spend money on things they don’t
understand.Firmsthatavoidusingjargon
when talking to customers offer better
customer experiences and achieve more
loyal customers than those that don’t.
Measuring customer experience
requires a focused, but multi-
dimensional view of the customer
experience. Overall, the better the
company understands its customer
experience and the associated value
drivers, the easier it is to make targeted
and effective enhancements to it. A
variety of qualitative and data analytic
methods can be used to complete the
picture and understanding of customer
experience status and trends.
Customer journey mapping can then
be used as one of the tools for customer
experience management and alignment
of internal processes to the customer
experience deliveries through variety
touch points.
ACHIEVING BUSINESS GROWTH
THROUGH CUSTOMER EXPERIENCE
In order to drive revenues your customer
experience management an orchestrated
effort of strategy, technology, internal
coordination, knowledge sharing and
dialogue building with the customer.
THE STEPS R EQUIR ED FOR
BUILDING GROWTH THROUGH
CUSTOMER EXPERIENCE:
1.Proactivity-Movingfromunconscious
or unknown customer experience to
active customer experience management
is essential. Customer experience
happens all the time and everywhere
in your business. Acknowledging these
experiences and their importance to
your business will take you a step closer
to establishing them as your key source
of growth.
2. Insights & Design - Some customer
experience improvements can be
achieved by increasing basic knowledge
about your customers, for example
segments, target customer definition
and customer satisfaction. Customer
experience can also be improved by
better design of the individual touch-
point interface, such as improving user
experience of an online tool. This rather
aesthetic improvement of customer
experience is important but as a business
strategy this alone will not be adequate
to drive sustainable growth.
3. Process - Customer experience
management as a process means
focusing on the processes and operations
that play a part in delivering customer
experience. The heart of this approach
is cross-organisational collaboration,
which incorporates streamlining and
simplifying processes, getting rid of
silos and systematically sharing the
customer insights. Effective processes
enable organisational focus on relevant
customerexperiencesandtoremovethose
which do not deliver value, increasing
organisational effectiveness and growth.
4. Culture - Engaging employees is often
overlooked as a driver for improving
customer experience. Genuinely
placing your customer at the heart of
your organisation will require more
than a change in internal structures or
effective client journey management.
Customer-centricity comes alive in
the values, strategy and attitudes of
the whole company. Driving growth
through client experience requires
a culture of relentless innovation,
demonstrating that customers are
heard, their actions are understood
and a focus for continuous development
of customer experience is set. It is
essential that enough tools, training
and communication are undertaken to
enable everyone in the organisation to
‘walk the talk’. Additionally, appropriate
reward systems and alignment of
organisational interests play a pivotal
role. The quality of your employee’s
experiences is also an indicator of the
overall quality of customer experience.
In fact 60% of senior executives in a
recent Economist survey believe that
the biggest obstacles to better customer
service are internal organisational
problems.
5. Strategy - Orchestration of all these
areas we’ve discussed in an effective
manner to deliver success is not easy
but it can be highly rewarding. Be clear
about your vision and the future of your
business with a meaningful, distinctive
customer experience strategy. The
result will be growth and a valuable
competitive edge. Ultimately driving
growth through customer experience
requires relentless focus on building and
operating customer experiences which
are meaningful for the client and at the
same time profitable for the business.
www.isherwood.co.uk | 01271 336121