You’ve worked hard to build a valuable, loyal customer base, and you don’t want to lose them – churn is never good. But sustaining loyalty and driving customer retention is not as easy as just providing good service. If you want to know how to measure and maintain customer loyalty effectively, we’ve got some tips. […]
We are at a pivotal moment for customer experience, with the impact of artificial intelligence (AI) and a very clear shift in relations between customer and company making it harder than ever to stay up to date with ever-evolving customer expectations. Customer service has changed faster in the last ten years than arguably within the […]
When Blue Ocean Strategy by W Chan Kim and Renee Mauborgne came out in 2004 it was a seismic book. The thrust of Blue Ocean Strategy (BOS) is that companies must create and drive up elements of remarkable customer experience to be different from their competition. At the same time they have to eliminate any […]
Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX. We’ve all read books where the author has hit upon a good business idea and then expanded what should have been a pamphlet into a Tolstoyesque tome. Punk […]
Brighton, UK, November 18 2019: Customer Thermometer, a market leader in survey solutions, has scooped the award for ‘Customer Service Team of the Year’ at the The British Excellence in Sales Management Awards (BESMA) Awards 2019. The BESMA awards are a highlight in the sales industries events calendar. With more than 750 attendees made up […]
We know that focusing on customer success drives retention and high customer lifetime value (CLV). But what do customer success managers and teams need in order to achieve these goals? Sales teams, in many organisations, are often supported by sales enablement processes and operations, designed to help customer-facing sales professionals add value to every customer […]
We have previously talked about how Customer Success Drives Customer Retention. Customer success has been defined as the business methodology of ensuring that customers achieve their desired outcomes when using your products or services and a number of customer success KPIs (key performance indicators) were proposed. In this post we look at how these metrics […]
We all experience problems with suppliers. Things go wrong – that’s just life. As a business, you have to learn to accept that. Of course, it’s how you deal with those problems which sets one business apart from another. Admitting fault, making clear efforts to resolve issues, and offering compensation for the inconvenience are common […]
Customer success has evolved enormously, especially over recent years. While the theory and practices associated with customer success have their roots in the Software-as-a-Service (SaaS) arena, businesses and organisations that are not involved in SaaS have recognised the incredible, transformative power of customer success focused operations. We’ve previously seen how focusing on customer success drives […]
So, this month we’ve taken a wander through Richard Wiseman’s book Quirkology: The Curious Science of Everyday Lives. Richard Wiseman is a truly interesting scientist and psychologist. He explains complex points on human interaction in an engaging and anecdotal way. He also really knows his stuff, having given lectures to the Royal Society and run experiments […]
Retaining your existing customers is extremely valuable. Not least because the cost of acquiring a new customer has been determined to be five times as much as it costs to hang on to an existing customer. Selling to your existing customers has success rates of around 60-70% while selling to new prospects has typical success […]
I loved Matthew Syed’s book Black Box Thinking, (which we reviewed here) so I was excited to get stuck into his new offering, Rebel Ideas: The Power of Diverse Thinking. Syed was recently appointed to a very diverse board of thinkers advising the Football Association, and found the experience so enlightening he has written a […]
