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Customer-facing professionals need to know not only the scope of the challenges they face but also the results that stem from their actions. Statistics centered around the customer experience can help bridge the gap between performance and results. The 9 statistics below are categorized into three important customer experience areas: customer loyalty, customer effort, and …
9 Customer Experience Statistics to Refocus Your Team Read More »
This post was originally posted in August 2012. Since that time I have seen the idea customer experience improvement consistently increase in popularity. That is a good thing, and hopefully, our discussions here at CTS have had some small impact. In that context, however, I thought it would be a good time to revisit this …
The holiday season is a special time of year that helps us recognize all the things we are thankful for in our lives. This Thanksgiving, we want to thank our community and express our gratitude to you for your support. We truly appreciate your readership, your comments and your engagement with us. Although the holidays …
The concept of customer effort first began gaining traction back in 2010 when team members from The Corporate Executive Board Company (CEB) published an article in the Harvard Business Review entitled Stop Trying to Delight Your Customers. Since that time, CEB has expanded its research into the relationship between customer effort and customer loyalty. Much …
The Effortless Experience: An Interview with Matt Dixon, Part 1 Read More »
Often in retail, you will approach a customer to offer assistance and be given some version of the browsing response. “I’m just browsing.” “Just looking.” “Just killing time.” Generally, when you are confronted with the browsing response, it means one of three things: The customer really is just browsing. The customer does not want to …
When my friend Shonali Burke of the public relations firm Shonali Burke Consulting first sent me an advanced copy of Robert Scoble and Shel Israel’s new book Age of Context, I had two thoughts. My first thought was what an interesting topic. My second thought was how will I have time to read it; I …
For National Customer Service Week this year, we decided to run an updated version of our previous post: National Customer Service Week 2011: What’s Your Plan? This week, October 7-13, marks National Customer Service Week (NCSW). NCSW was established by proclamation of President Bush (#41) in 1992. The beginning of the proclamation reads: In a …
National Customer Service Week 2013: What’s Your Plan? Read More »
When looking at the customer experience, we are confronted with numerous truths that are universal across industries and organizations. One of those truths is the following: Signage matters. Similar to how language functions — words can have denotation, literal meaning, and connotation, a deeper layer of meaning — signage communicates to your stakeholders on many …
Your Signage Sends a Message: Make Sure It’s The Right One Read More »
Guest Poster: Jeff Toister Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. His company, Toister Performance Solutions, Inc. helps clients identify the obstacles keeping them from achieving customer service success. The double agent looked around nervously to see if anyone …
How to Keep Employees from Becoming Double Agents Read More »
From small businesses to huge corporations, everyone wants to know the secret to keeping customers. How do we earn repeat business for years and years to come? In the infographic below, we use various customer retention statistics to break down the three most important aspects of customer retention: Understanding customer retention begins with understanding the …
When Customers Stick: Customer Retention by the Numbers (Infographic) Read More »
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