jerichoconsulting.co.uk
Customer Experience Management Services from JerichoJericho – Customer Experience
http://jerichoconsulting.co.uk/customer-experience-management-services
Customer experience management, mapping the customer journey 44 (0) 207 099 1950. Bridging the gap between expectation and reality. Voice of the Customer. Depending on the industry, reducing your customer defection rate by 5% can increase your profitability by 25 to 125%. Source: Emmet C. Murphy and Mark A. Murphy; Leading on the Edge of Chaos). Customer Experience Management Services. Voice of the Customer. 8211; Retention isn’t just about persuading customers to stay at the end of a set period. Cus...
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Customer Retention - Let's start at the very beginningJericho – Customer Experience
http://jerichoconsulting.co.uk/customer-retention-lets-start-at-the-very-beginning
44 (0) 207 099 1950. The Customer Experience Blog. Customer Retention – Let’s start at the very beginning. May 31, 2015. Customer Retention – Let’s start at the very beginning. On greater investigation of the issue, it turned out that customers were leaving early because they felt that they didn’t have the right product. In fact, a large proportion of the customers leaving at the end of their contract period were not renewing for the same reason. So why was the wrong product being sold? More from the Blog.
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Why Use Jericho Customer Experience ConsultantsJericho – Customer Experience
http://jerichoconsulting.co.uk/why-jericho
Why Use Jericho Customer Experience Consultants 44 (0) 207 099 1950. Thought Leadership and Innovation. Just a 10% improvement in customer retention results in a 30% increase in the value of the company. Source: Bain and Co.). Why work with Jericho? We work with companies to increase value for both them and their customers. This not only delivers increased levels of customer satisfaction, but also the helps the business to deliver more profit from each customer relationship. What is Good Service?
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Functional vs. Emotional Customer ExperienceJericho – Customer Experience
http://jerichoconsulting.co.uk/functional-vs-emotional-customer-experience-whos-the-daddy
44 (0) 207 099 1950. The Customer Experience Blog. Functional vs. Emotional Customer Experience – Who’s the Daddy? May 18, 2015. Over the past few years, there has been increasing discussion around the importance of emotions in the development of customer experiences. And quite right too. When we have had a particularly positive or negative customer experience as a consumer, our emotions are brought fully into play. The answer to this is, in some ways, yes. Clearly, if consumers are saying that these...
jerichoconsulting.co.uk
Customer Journey Mapping from Jericho Consulting LimitedJericho – Customer Experience
http://jerichoconsulting.co.uk/customer-experience-management-services/customer-journey-mapping
44 (0) 207 099 1950. Bridging the gap between expectation and reality. Voice of the Customer. Acquiring new customers can cost as much as five times more than satisfying and retaining current customers. Source: Emmet C. Murphy and Mark A. Murphy; Leading on the Edge of Chaos). Customer Journey Mapping sits at the very heart of Customer Experience transformation. It helps the business to apply a chronological perspective to their relationships with customers. The process follows five key steps:. Customer ...
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Customer Experience Transformation from Jericho ConsultingJericho – Customer Experience
http://jerichoconsulting.co.uk/customer-experience-management-services/customer-experience-transformation
44 (0) 207 099 1950. Bridging the gap between expectation and reality. Voice of the Customer. Acquiring new customers can cost as much as five times more than satisfying and retaining current customers. Source: Emmet C. Murphy and Mark A. Murphy; Leading on the Edge of Chaos). The eight steps of Customer Experience Transformation are:. There are three different levels of insight gathered, namely research-based, operational diagnostics and strategic. Find out more…. Before customer and employee experience...
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Voice of the Customer. Great! But what is it? JerichoJericho – Customer Experience
http://jerichoconsulting.co.uk/voice-of-the-customer-great-but-what-is-it
44 (0) 207 099 1950. The Customer Experience Blog. Voice of the Customer – Great! But what is it? April 18, 2015. Voice of the Customer – what’s in a name? In summary, the definition tells us that it is a market research technique that consists of both qualitative and quantitative research steps. However we have also heard it described as being other things as well. A market research technique or a closed-loop feedback ‘system/ program’? In some instances, these system implementations have been further d...
jerichoconsulting.co.uk
Customer Experience Blog from Jericho ConsultingJericho – Customer Experience
http://jerichoconsulting.co.uk/customer-experience-blog
The customer experience blog 44 (0) 207 099 1950. The Customer Experience Blog. Personas vs. Segments – what’s the story? June 8, 2016. Firing customers – Are we looking at this right? May 14, 2016. Who owns the customer? April 30, 2016. Just over four years ago, I wrote a blog post called Who owns Customer Experience? The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. Ultimately, the purpose of the article was to...
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The customer is always right, butJericho – Customer Experience
http://jerichoconsulting.co.uk/the-customer-is-always-right-but
44 (0) 207 099 1950. The Customer Experience Blog. The customer is always right, but…. July 1, 2015. The customer is king! The customer is always right! For many, these statements are as relevant now as they ever have been. At the end of the day, ‘the customer’ is where the business gets its money from. Nobody put it better than Sam Walton, who said:. The customer is king… but only if the company is able to generate long-term profit from the relationship. Most businesses understand the importance of segm...
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