Friction points in customer journeys can lead to churn and lower spend. The Voice of the Customer helps you identify areas in the Customer Experience journey to improve. Learn how you can use technology to make it easier to enhance CX and drive sales growth, while reducing costs.
A customer experience/voice of customer programme is essential for establishing a customer-centric culture at your company. Here's how to get it right.
Everyone says they want customers to be satisfied, but what are you actually doing to make customers happy? How do you know if you’re on the right track? How do you know if your customer satisfaction efforts make a difference? Why even aim for customer satisfaction at all? We
“I need a churn analysis! We recently launched a new way of delivering our product and customer churn is a major pain!” — a concerned friend. Since I co-founded customer feedback company Thematic, friends who work on software products often ask me how to effectively use churn analysis to identify, fix
Customer churn can be a nightmare, but controlling it is key to the long-term survival of your business. Why? Because repeat customers lead to higher profits for your business as they are associated with higher sales.
Think customer loyalty programs are all about getting generic discounts, points and rewards? Think again. That was the old school way of doing things. Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce
What is the customer feedback loop? The customer feedback loop is the practice of responding to customers when they leave feedback. How to do this follow up meaningfully? For example, let's say a customer complains about being overcharged. To close the loop with this customer the company may respond with
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.
Shep Hyken knows a thing or two about customer experience. He needs no introduction in industry-wide circles, but in case you’re not familiar with his name: Shep is an award-winning customer service and customer experience speaker, a New York Times and Wall Street Journal best-selling author, A.K.A