The prediction that all businesses need one of these has been around for a while now, yet the position has yet to generate any traction. Maybe this is the year? Also referred to as a variety of other titles including chief experience officer and VP of customer experience, the cross-departmental executive-level role is implemented as [...]
Happy to New year to everyone. As we ease into 2013, there is a great new infographic from Zendesk on why a focus on Customer Service – itself in service of Customer Retention, is a grand ideal. The chart is here and is worth sticking up on your wall. A couple of chosen stats that [...]
He is as useless as a …(fill in your own) chocolate teapot. This is the accusation being levelled at the CMO – the Chief Marketing Officer, the new fangled title for VP of Marketing, by the UK’s Marketing Week journal in a piece provacatively entitled “Are CMO’s really heading for an early grave?”. The cite a [...]
93% is the percentage of US consumers who feel that companies have failed to exceed their service expectations. This is according to DestinationCRM. If you like numbers then try this one on. 55% is the percentage of US consumers who have walked away from purchases in the past year because of bad service experiences. OK [...]
A great report by Aberdeen Group has come out that reviews the WHY of having Voice of the Customer (VOC) programs and WHAT these businesses have in common to enable higher retention rates. It is very good news for those who who want to implement an effective structure for best practice and need to justify the cost of change. [...]
The latest Aberdeen Research report on Customer Feedback Management, investigates the business attributes of successful (Best-In-Class) and unsuccessful (Laggards) companies to identify those that are most important. For revenue growth, Best-In-Class companies achieved an average of 28% year on year revenue growth but laggards were at best flat. Best-In-Class had retention rates at 82% (wow), Lagards [...]
We are delighted to confirm that GuestAssist has announced it’s new technology partners and confirms Oberon3 for customer feedback. Specifically, GuestAssist & Oberon3 have collaborated to create QSurv, an integrated mobile survey service available as either a standalone or integrated module for GuestAssist. GuestAssist delivers enterprise-to-customer, mobile phone based communications for the stadium, conference and [...]
