customer thermometer customer success thrive
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Focus on Customer Success to Thrive

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…
Great Customer Experience Quotes Customer Thermometer
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20 Great Customer Experience Quotes

There are many good customer experience quotes around due to it being a key topic of discussion for a while now, and for good reason. We know that good customer service is more important than ever, with businesses who don't prioritize it not…
customer success retention customer thermometer
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How Customer Success Drives Retention

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…
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How to Navigate the Feedback Economy

Why are ratings suddenly so important? In the UK alone, online reviews influence an estimated £23bn of transactions each year (source: FT). At the same time, Amazon has filed more than 1,000 law suits against reviews abuse (source: Fortune).…
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How to Improve Customer Experience Using CX Analytics

Do you have a well-established customer experience (CX) strategy? Are you gathering analytical data and properly using that data to improve your customer service? Major retailers and businesses are using a wide variety of channels to pinpoint…
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Customer Success Strategies that Work

Customers are the foundation upon which business success is built. Continuously acquiring fresh, new customers while retaining existing, loyal customers is what most businesses want. It has been widely reported that acquiring a new customer…
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Why Customer Experience is Important for B2B

Business to consumer (B2C) enterprises have been embracing and leveraging the benefits provided by ever-changing, personalized customer experiences for many years. It’s therefore not surprising that business to business (B2B) vendors are also…

Retail Customer Experience Management

Consumer habits are constantly changing and technological developments are continuously supporting new ways for customers to interact with retailers. We have previously talked about the challenges involved in customer experience management,…
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Emoji Use in Business: a Research Report

Emoji, emoticons, icons and star and smiley ratings are all around us but how much do we really know about attitudes to their use in business? We wanted to find out! So we commissioned independent research; asking 1000 US citizens how and when…
Customer Experience Management - What You Need to Know
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Customer Experience Management - What You Need to Know

We all know that happy customers are good for business. Delighted customers will spend more money and potentially become brand advocates, talking about your business positively, whereas unhappy customers are likely to do the very opposite! Customer…
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Customer Experience Strategies to Boost Loyalty

The average cost for a business to acquire a customer is roughly 5-25 times the cost for retaining a customer, so it's safe to say that it's worth investing in customer loyalty. But how *do* you maintain loyalty in your customer base? You…

6 Books on Emoticons, Emoji, and Modern Business Communication

It wasn't that long ago that emoji were largely invisible in the workplace, but within the last few years they have become a ubiquitous tool for communication; helping to convey tone and improving human connection in an increasingly online world. The…