ProProfs Chat

FEBRUARY 22, 2019

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment. Engagement Generates Activity.

Customer Retention 82

Customer Retention Engagement Strategy Rewards Programs 82

Magellan Solutions

AUGUST 17, 2020

With all the advertisements people see on the internet every day, customers can easily jump from your brand to another if you don’t have strong customer retention strategies. . To make your business thrive, you need to take care of one of the most important assets — your customers. What is Customer Retention?

Customer Retention 52

Customer Retention Strategy Loyalty Exceptional Customer Service 52

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. One of the main points is that customer service is becoming the face of a brand.

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

Retently

APRIL 5, 2024

Retailers who understand and strategically use an omnichannel approach are more likely to build strong, lasting relationships with their customers. It includes every touchpoint a customer has with the retailer, whether it’s walking into a store, speaking to customer representative or unwrapping the product at home.

Retail 78

Retail Engagement Strategy Customer Experience 78

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. What is customer retention? Why is customer retention important? Think again.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

ShepHyken

SEPTEMBER 10, 2023

There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation. They quickly switch from one brand to another if these needs aren’t met. Managing the positive impact of a viral moment is key to getting those new customers to come back.

Customer Service 79

Customer Service Loyalty Programs Retail Loyalty 79

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ProProfs Chat

FEBRUARY 13, 2020

But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Benefits of Improving Customer Loyalty. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

Optimove

JANUARY 6, 2022

Advertising and branding not only come first in the funnel but also historically. After all, to do retention properly, and at scales almost as large as a highway billboard, marketers had to wait for the right technology to arrive. 77% are likely to stay with a brand with a loyalty program. Controversial, we know.

Loyalty Programs 98

Loyalty Programs Ecommerce Advertising Loyalty 98

SurveySparrow

JANUARY 14, 2020

Because there are plenty of options for your customers and a small slip from your side can make them leave you. This is why you need to have a customer retention plan in place. The importance of customer retention cannot be explained in one or two sentences. What is customer retention? Saves money.

Customer Retention 52

Customer Retention Gamification Feedback Loyalty Programs 52

GetFeedback

JUNE 11, 2019

Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Indeed, there are many brands with cult-like followings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review. But why isn’t this level of fandom a reality for every brand?

Study 170

Study Loyalty Connections Loyalty Programs 170

InMoment XI

SEPTEMBER 1, 2022

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more. That is why your customer retention efforts are so important.

Customer Retention 260

Customer Retention How To Customer Journeys Telecommunications 260

delighted

JULY 13, 2022

Can you name a brand that makes you feel special? A brand you’ve made repeat purchases from, you’re proud to wear their logo, and when you receive a compliment, you’re more than happy to share where you bought said item? If so, you’ve experienced customer loyalty. You can see why brands want to foster customer loyalty.

Loyalty 86

Loyalty Measurement Customer Experience Net Promoter Score 86

Lumoa

JANUARY 19, 2023

Furthermore, customers remember their good and bad experiences with brands. Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? This, as they see it, may be indicative of hope among companies with programs that long-term customer value can be generated.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Bold360

DECEMBER 8, 2016

A funny thing happened when researchers asked consumers and marketers associated with the travel industry how they viewed the industry’s well-known loyalty programs. For the marketers – 66 percent of them – the programs were seen as a good way for customers to show loyalty to the brand.

Customer Retention 40

Customer Retention Strategy Social Media Loyalty Programs 40

CX Journey

JUNE 29, 2017

There's no explanation of how he's going to improve customer relationships or what that strategy is that he's referring to. Is that why, just in the past week, they've reported more store closings? In the scheme of things, that's not true loyalty , either. And it's odd that he believes what they've been doing has been working.

Loyalty Programs 135

Loyalty Programs Loyalty Customer Retention Retail 135

Alida

APRIL 19, 2017

A renowned luxury fashion brand announces deep job cuts. For many high-end companies, for instance, discounting prices will hurt both their revenue and their brand equity. Athleisure companies like Nike, Adidas and Lululemon have recently opened concept stores that provide a more engaging brand experience for customers.

Retail 173

Retail Company Sports Fashion 173

SurveySensum

JUNE 29, 2023

Personalizing Customer Interactions It is a crucial strategy for marketers to drive business success and achieve significant results. McKinsey’s Next in Personalization 2021 Report states, ‘Personalization drives performance and better customer outcomes. So, HOW can you ensure delivering exceptional customer service?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

Comm100

JANUARY 21, 2020

For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like? Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

ShepHyken

OCTOBER 13, 2017

This week we feature an article by Jess Mizerak discussing the future of brand loyalty and how to continue to be successful in the world of E-commerce. We want the customer to feel a sense of ownership in the relationship they have with us. That’s what your loyalty program should do. – Shep Hyken.

Customer Centricity 73

Customer Centricity Loyalty Loyalty Programs Rewards Programs 73

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

SmartKarrot

MARCH 17, 2022

While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. B2B companies need to focus on driving revenue and sales while incentivizing existing loyal customers. As per a report by Forrester , by 2023 B2B businesses in the US is expected to contribute up to $1.8

Loyalty Programs 10

Loyalty Programs B2B Loyalty Company 10

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Currency Alliance

JANUARY 22, 2020

Every CEO waxes lyrical about the importance of loyalty. Every CFO knows a loyal customer is many times more profitable than others. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

SuiteCX

JUNE 15, 2017

Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. Especially if a loyalty program is part of your strategy. Self-selection bias; this is the big loyalty program measurement challenge. This makes sense.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 15, 2017

Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. Especially if a loyalty program is part of your strategy. Self-selection bias; this is the big loyalty program measurement challenge. This makes sense.

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Then this guide is for you.

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Then this guide is for you.

Retail 52

Retail Survey Tools Customer Experience 52

Optimove

JANUARY 6, 2022

Advertising and branding not only come first in the funnel but also historically. After all, to do retention properly, and at scales almost as large as a highway billboard, marketers had to wait for the right technology to arrive. 77% are likely to stay with a brand with a loyalty program. Controversial, we know.

Loyalty Programs 40

Loyalty Programs Ecommerce Advertising Loyalty 40

SurveySensum

JULY 4, 2023

Through initiatives such as fast and reliable shipping, easy returns, personalized recommendations, and exceptional customer service, Amazon has positioned itself as a leader in delivering a positive customer experience. In the first quarter of 2023, Amazon reported a significant increase in net sales, amounting to $127.4

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

SurveySensum

JULY 4, 2023

Through initiatives such as fast and reliable shipping, easy returns, personalized recommendations, and exceptional customer service, Amazon has positioned itself as a leader in delivering a positive customer experience. In the first quarter of 2023, Amazon reported a significant increase in net sales, amounting to $127.4

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

Comm100

JANUARY 21, 2020

For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like? Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

PK

JULY 15, 2019

in The Forrester Wave : Loyalty Service Providers, Q3 2019 report. This recognition comes after nearly 10 years of focused specialization by the Lenati team, partnering with leading companies across industries to evolve methods in customer retention and loyalty. 4 Technology Solutions are Inherently Holistic.

Loyalty 45

Loyalty Loyalty Programs Roadmap Rewards Programs 45

PK

OCTOBER 16, 2018

Building Loyalty With Privacy In Mind. When building a loyalty program, it is more important than ever to include considerations around privacy and data security right from the start. Industry analysts expect loyalty program membership rates to decrease by 30% to 50% as customers ignore or refuse requests to opt back in.

Loyalty 58

Loyalty Loyalty Programs How To Omni-Channel 58