ProProfs Chat

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

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Customer Retention Strategy How To Case Study 63

CloudCherry

DECEMBER 1, 2018

Vipul keeps it as simple as possible: “We track a very tangible correlation between taste and speed and customer retention.” For Raju, measuring customer experience over the customer journey has provided the necessary insight for calculating ROI. Watch the full Panel Discussion. ?.

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CEM ROI Metrics Call Center 150

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. ” has been selected as a Finalist for the Customer Experience Update annual MVP Awards!! Cast your vote.

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Customer Retention Culture Customer Focused Customers 61

ChurnZero

SEPTEMBER 14, 2018

This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience. Check out our top ten Customer Success takeaways from INBOUND 2018.

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Customer Success Customer Retention Conference B2B 66

ShepHyken

OCTOBER 8, 2018

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements b y Alan Finlay. Relay) Improving customer retention requires looking at the customer lifecycle as a whole and searching for ways to optimize each stage. Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Customer Retention Culture Tips 84

ReviewTrackers

MARCH 22, 2019

Customer retention in the insurance industry is important to reducing churn, which prevents billions of dollars lost in revenue. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. Reduce Customer Retention by Offering More than Insurance.

Insurance 50

Insurance Customer Retention Industry How To 50

ReviewTrackers

JUNE 22, 2018

Fortunately, social media allows you a direct way to strengthen connections with your fans and repair your reputation with customers who may have had a less than stellar experience. As you build your customer retention strategy, make sure your social media team is doing these five things: Include online reviews in your social media strategy.

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Social Media Customer Retention Consumers Retail 56

One Millimeter Mindset

NOVEMBER 22, 2018

I look forward to continuing to guide you along your individual, workforce and business customer retention journey. Her One Millimeter Mindset speaking and consulting programs leverage collaboration to catalyze professional innovation, workforce engagement and customer retention. One millimeter at a time.

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One Millimeter Mindset

DECEMBER 13, 2018

Regardless of whether you and I collaborate on a new, innovative professional development path for you, leveraging the profitability of workplace collaboration, or creating a more collaborative, organization- and association-wide customer retention strategy. She is a member of SME, ASQ, SHRM and the National Speakers Association.

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Thematic

AUGUST 15, 2018

We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago. The event is focused on enhancing customer satisfaction and cementing loyalty through digital channels to unlock growth potential.

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Strategy Customer Experience ROI B2B 59

ShepHyken

FEBRUARY 20, 2024

How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition? A happy and satisfied workforce leads to a better customer service experience. Why is paying attention to market and competition crucial for businesses?

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How To Employee Experience Exceptional Customer Service Customer Retention 76

ShepHyken

DECEMBER 3, 2018

Here are four reminders of what to do with that angry and upset customer. Customer retention is 5X cheaper than new acquisitions, but is it worth it? Freshchat) In essence, retention is a network effect that leads you to a sustainable growth trajectory. by Manish Nepal . Follow on Twitter: @Hyken.

Customer Service 101

Customer Service Retail Airlines Social Media 101

ChurnZero

NOVEMBER 16, 2018

Top 15 Takeaways from Pulse Europe 2018. Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. For those of you that might not know – this is the premier Customer Success conference in Europe. Chris Weddick (@chrisweddick) November 8, 2018.

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Comm100

AUGUST 1, 2018

Nate Brown and our own Kaye Chapman, contributed an article on CX accelerator about whether CX could potentially increase a company’s bottom line by implementing tried and tested strategies for customer retention. The post Best Customer Experience Article from the Month of July 2018 appeared first on Comm100. Conclusion.

Customer Experience 101

Customer Experience Policies Social Media Effort Score 101

One Millimeter Mindset

DECEMBER 10, 2018

As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question. Collaborative Workplace Experiences create Better Customer Experiences. The post One Millimeter Mindset™ 2018 Workforce Collaboration Blog Review appeared first on Babette Ten Haken. is available on Amazon.com.

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Innovation Customer Retention Consulting Culture 65

ShepHyken

NOVEMBER 26, 2018

My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people. Customer Retention Made Easy by Samir Palnitkar. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Airlines Employee Engagement Rewards Programs 80

Win the Customer

JANUARY 19, 2016

Gartner research shows that by 2018, 70 percent of business-to-business ecommerce sites will offer customers personalized features, and sites effectively using personalization will outsell competitors by 30 percent. Eighty percent of your future profits will come from 20 percent of your customers, Gartner says.

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Customer Retention Ecommerce Return on Investment Guidelines 52

ShepHyken

AUGUST 13, 2018

There are plenty of resources to keep up-to-date with the latest customer service strategies, technologies and tactics – and my friend Steve DiGioia shares many of these in this article. Keep learning and stay at the top of your customer service game. Here are eight ways you can thank your best customers.

Customer Service 72

Customer Service Loyalty B2C Study 72

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. One of the hottest topics at this year’s CCO is what a Customer Success program really means and how to get started.

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Chief Customer Officer Conference Customer Centricity Customer Success 55

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture. is available on Amazon.com.

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Customer Experience Culture Customers Strategy 59

UJET

FEBRUARY 15, 2018

In 2017, we saw some of today's biggest companies face major customer support challenges, most of which could have been avoided had they implemented the right technologies and processes.

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Poor Customer Service Customer Retention Customers Technology 77

Verint

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday.

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Customer Retention Leadership Sales Innovation 36

ShepHyken

JUNE 11, 2018

My Comment: I’ve always believed that customer retention is about repeat business, which is transactional. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The post 5 Top Customer Service Articles For the Week of June 11, 2018 appeared first on Shep Hyken.

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Customer Service Loyalty Tips Customer Service Training 77

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. From the look of things, chatbots are believed to change and redefine how organizations are conducting their business more particularly in their approach towards customer service. Enhanced conversations.

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Chatbots Trends Technology Social Media 50

AskNicely

SEPTEMBER 24, 2018

Customer Feedback Software Leader Renews Title as the Industry’s Most Popular Solution, Receives Top Score in 4 Criteria. “It’s a thrill to repeat as the category leader, especially since customer feedback is central to everything AskNicely is about,” says Aaron Ward, Co-Founder and CEO. Portland, Ore.,

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Net Promoter Score Software Report Feedback 150

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.

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Customer Retention Net Promoter Score Poor Customer Service B2B 390

Confirmit

SEPTEMBER 9, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Using the feedback, the organization created a series of initiatives across claims management, customer service and sales and marketing, each mapped to an area of customer need.

Insurance 40

Insurance Return on Investment Policies Case Study 40

LiveChat

JANUARY 3, 2019

So, as the December 2018 is coming to an end, it’s time to sum up a bit all the highlights of 2018. Maybe this post was written to advise SaaS customers in particular, but in my opinion every business owner should read it. The post 12 Killer Posts We Published in 2018 on LiveChat Blog appeared first on LiveChat.

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Case Study Chatbots Study Tips 59

Vonage

MARCH 26, 2018

Your company’s procedures are the best you’ve come up with, but they’re not perfect, and, even if they were, one size definitely does not fit all customers. We are in the business of 100% customer retention. For more on this topic, read NewVoiceMedia’s whitepaper 3 Key Customer Service Trends for 2018. .

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Customer Service Customer Retention Customers Trends 149

Ann Michaels and Associates

JANUARY 11, 2018

But over time patterns emerge that make managing your customer experience much clearer. Improves customer retention. serving customers. Online feedback from customers is valuable, but it’s not the only way – or even the best way – to find out how your business functions when you’re not there.

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Feedback Training Customer Retention Industry 40

Comm100

NOVEMBER 29, 2021

Shep Hyken, a customer service and experience expert, backs up this belief in the agent experience: “Our agents on the front line are more than just customer support. Perhaps another, better title might be customer retention expert, or revenue enhancement specialist. A good customer support agent is all of that, and more.

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Trends Customer Service Chatbots Omni-Channel 207

NICE inContact

DECEMBER 17, 2018

Exceptional CX directly correlates to revenue growth, and with an omnichannel approach to customer service, you set the stage for success by: Delivering exceptional service across channels of choice. Improving customer retention and lifetime value. Accelerating growth with positive word-of-mouth. Download all 3 reports. [i]

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Contact Center Omni-Channel Roadmap Analytics 120

Call Experts

JULY 17, 2019

Understanding the customer lifecycle is important. . Every company needs to identify the reasons behind its decay in customer retention rates. It is essential to do an honest assessment of all factors that contribute to customer retention. 10 Trends That Will Disrupt Customer Service in 2018.

Customer Experience 66

Customer Experience Call Center Contact Center Conference 66

Comm100

NOVEMBER 29, 2021

Shep Hyken, a customer service and experience expert, backs up this belief in the agent experience: “Our agents on the front line are more than just customer support. Perhaps another, better title might be customer retention expert, or revenue enhancement specialist. A good customer support agent is all of that, and more.

Trends 155

Trends Customer Service Chatbots Omni-Channel 155

Customer Guru

JUNE 19, 2018

The leaders of Starbucks , the world’s favorite coffeehouse chain, have often encouraged their customers to consider the outlets to be a “third place” – a place where people spend their time outside of homes and offices: a perfect hangout spot. Melissa DePino (@missydepino) 12 April 2018.

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Policies Video Poor Customer Service Customer Retention 89

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Click here to read the blog.

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Customer Success Net Promoter Score Chief Customer Officer Metrics 71