Here, we go through important factors to consider when using insights from your voice of customer (VOC) programme, looking at customer lifetime value, in particular, to motivate your internal stakeholders to take action. These factors can also be helpful for prioritizing which tasks to act upon first using your VOC insights.
9 out of 10 customer experience professionals’ lives will change after reading this blog.* Getting buy-in for your voice of customer (VOC) program can be tough. As a voice of the customer leader, you often battle with influencing stakeholders internally, to be able to progress your initiatives.
Using customer insights to increase customer satisfaction and retain customers are key objectives for most companies worth their salt. We had a quick-fire Q&A with David Raab, Principal at Raab Associates Inc, to get his thoughts on how to create a better customer experience.
Is your growth plan to acquire more new customers? What’s wrong with that? Nothing, if you have all the time and resources in the world, but there’s a smarter way to maintain growth whilst achieving a high customer retention rate. It’s simple, keeping your customers coming back for more will
Like most Ukrainians, my dad is a spirits aficionado. One of his favorite things to do while drinking is to read the tasting notes printed on the labels of cognac or whisky bottles.
This post contains (almost) everything you need to know about customer survey design. When designing a customer survey, as with anything, planning is key. As the saying goes, if you don’t plan, you plan to fail.
Customers want quick, seamless solutions to their problems. Some are used to the traditional way of phone support therefore a hard time accepting a chatbot with the notion that it is a robotic interaction, lacking the human touch.
There are a few things you can build into your business model to simplify customer retention in the long term, apart from the obvious cross-sell and upsell opportunities.
How do you keep people excited about your product or service? These top customer retention tips can help decrease your customer churn over time and earn you more loyal customers.