Alliance by IFS

JUNE 27, 2019

A recent Aberdeen whitepaper State of Service 2019: Mobile Technologies Drive Field Success explores how customers, field technicians and the rest of your organization is impacted by the following industry changes. Best-in-Class organizations are 4 times more likely to have a 90% or better customer retention rate.

Exceptional Customer Service 86

Exceptional Customer Service Technology Connections Analytics 86

Joe Rawlinson

DECEMBER 18, 2018

In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment. Top 4 Tips to Boost Your Ecommerce Content Marketing Strategy in 2019. These are the formats you should invest more in for 2019. Make long-form content your priority.

Ecommerce 92

Ecommerce Tips Marketing Omni-Channel 92

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. Follow @Calabrio on Twitter for the latest updates and coverage from the Gartner Customer Experience & Technologies Summit 2019.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

ChurnZero

MAY 3, 2019

If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. Invest in Customer Service. Upcoming Webinar.

Customer Retention 75

Customer Retention Strategy CRM Customers 75

SurveySparrow

OCTOBER 10, 2019

Dreamforce 2019 is round the corner and we can’t keep calm! Here’s an article that has the answers to all your questions concerning Dreamforce 2019. Here’s an article that has the answers to all your questions concerning Dreamforce 2019. Our team from SurveySparrow will be present at Dreamforce 2019! Yes, we do too!

Conference 73

Conference Course Hotels Innovation 73

NetBase

MARCH 4, 2019

And any brands still devoting half-hearted efforts to their digital marketing really need to read The 2019 State of Social Report , as it offers game-changing insight for (and from) small, challenger and top-performing businesses. The post The 2019 State of Social Report appeared first on NetBase. Making It Matter. One platform.

Report 89

Report Social Media Advertising Ecommerce 89

Oracle

FEBRUARY 5, 2019

More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). What CX Leaders LOVE in 2019. My wish for 2019 is to have leaders put their skin in the game.

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Alliance by IFS

JULY 11, 2019

But Aberdeen research has found that when organizations invest in developing and strengthening the people, parts, and processes that go into delivering excellent customer experiences, they succeed in a number of ways and are able to thrive in today’s competitive landscape. Want to learn more?

Customer Satisfaction 88

Customer Satisfaction Customer Centricity Video Trends 88

ShepHyken

MAY 12, 2019

Should chat-bots replace humans for customer support? Or, maybe a better question is: When should chat-bots replace humans for customer support? Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. Follow on Twitter: @Hyken.

Chatbots 93

Chatbots Loyalty Programs Customer Service Return on Investment 93

Strikedeck

JANUARY 22, 2020

Shane talks about how to help your business succeed and increase customer retention.

Customer Retention 52

Customer Retention Customers How To Customer Success 52

Daniel Group

DECEMBER 19, 2019

From our knowledge library and other sources, I’ve pulled some blogs and articles to help you identify some presents to choose from for your loyal customers. The first is Medium’s “ 6 Strategies to Increase Customer Loyalty and Retention.”

Strategy 52

Strategy B2B Loyalty Social Media 52

Daniel Group

DECEMBER 19, 2019

From our knowledge library and other sources, I’ve pulled some blogs and articles to help you identify some presents to choose from for your loyal customers. The first is Medium’s “ 6 Strategies to Increase Customer Loyalty and Retention.”

Strategy 52

Strategy B2B Loyalty Social Media 52

ChurnZero

DECEMBER 27, 2019

For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot. That’s 2019 for you. . Top 10 Blog Posts from 2019 . 2019 is almost a wrap.

e-support 64

e-support eBook Chief Customer Officer B2B 64

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Lumoa

APRIL 4, 2023

ERPs help you find and access customer information efficiently, so you’re able to use profiles to their full potential. It’s no surprise, then, that the ERP software market grew by nearly 10% in 2019 as more people realized how helpful this type of tool can be.

Analysis 208

Analysis Customer Retention Customer Journeys Customers 208

Oracle

OCTOBER 8, 2019

If you’re interested in the future of digital commerce, the Gartner 2019 Magic Quadrant for Digital Commerce covers some important trends shaping the market, as well as evaluates 13 vendors including Oracle. For digital commerce brands, focusing on the customer experience is essential – but that’s just the beginning.

Report 40

Report Trends Customer Retention Customer Satisfaction 40

Confirmit

SEPTEMBER 22, 2019

A focus on the customer experience is a critical element of success for any organization. And the Confirmit ACE Awards program celebrates those companies who accomplish outstanding achievement in Customer Experience. Customer experience focus has seen guest satisfaction rise by 3.8% in just nine months.

Multi-Channel 40

Multi-Channel NPS Travel Case Study 40

TechSee

OCTOBER 2, 2019

Other industries faced with high churn rates due to poor customer service include retail/ecommerce (12%), healthcare-related products or services (12%), insurance (11%) and banking/financial services (11%). This underscores the fact that churn plagues all verticals and customer retention strategies are critical to almost every industry.

Survey 164

Survey Customer Service Social Media Telecommunications 164

ShepHyken

DECEMBER 9, 2022

The goal of omnichannel engagement is to provide a consistent experience for customers no matter how they choose to reach out. . A study by Aspect Software found that companies that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to companies that don’t. .

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

ShepHyken

OCTOBER 2, 2023

Customer service should not be viewed solely as a cost center but as an opportunity to enhance customer experience, generate revenue, and improve customer retention. Quotes: “Around 2019 and 2020, everybody just wanted to see top-line growth. It was all about numbers and revenue.

Competitive Advantage 80

Competitive Advantage Customer Retention Leadership Customers 80

NICE inContact

MAY 8, 2019

NICE inContact CXone delivers exceptional service across channels of choice and improves customer retention and lifetime value. It’s what customers want — and the best form of promotion you can get. Reserve a personal 1:1 CXone demo now for the 22-23 May Gartner CX & Technologies Summit 2019, London, UK.

Advertising 158

Advertising Customer Centricity Customer Retention Consumers 158

Kayako

JANUARY 3, 2019

If, for some reason, CX hasn’t been on your radar until now, you should consider implementing it as part of your bigger customer retention strategy. Whether it’s emails greeting them by their name, or tailored packages based on previous buying habits, customers are used to getting what they like without companies having to ask.

Trends 156

Trends Customer Experience Ecommerce Analytics 156

CustomerSuccessBox

JULY 2, 2021

They act as catalyst for customer retention. . How are customer success managers measured? Most common KPIs for customer success managers is renewals. Additionally customer retention they may also be responsible for driving customer onboarding, upsells. . What do Customer success managers do?

Customer Success 52

Customer Success Management Customer Service Representative Customer Retention 52

Team Support

MARCH 3, 2021

Most customer support interactions today are reactive, but proactive support is on the rise. Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. Research is a crucial part of customer retention that can help reduce turnover dramatically.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

Hallmark Business Connections

MAY 27, 2021

We truly value our customers. “In 2019, for example, the Forrester CX Index revealed that a majority of companies were stuck, failing to improve their CX scores in any meaningful way. ” Why Your Company is Still Getting CX Wrong (And How to Turn It Around) – Customer Think, May 2021. Damasio 1994, LeDoux, 1988.

Video 92

Video Connections Customer Care Employee Engagement 92

CloudCherry

FEBRUARY 26, 2019

It can also help organizations take a more informed stand on how they would like to approach analytics, based on current trends and guide them towards framing a more data-driven analytics framework for 2019. Customer Analytics and its diverse applications. In this blog, we will discuss the key highlights of this report.

Analytics 256

Analytics Report Analysis Study 256

Alliance by IFS

JUNE 14, 2019

Your customers oil the wheels of revenue and profit. The Aberdeen State of Service 2019 Report names customer retention as one of the most important factors defining best-in-class field service organizations (FSOs). Do you want to discover even more about the State of Service 2019? Your staff makes them turn.

Customer Experience 91

Customer Experience Management Customer Retention Social Media 91

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. However, retention is essential, too.

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

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 .

Customer Service 103

Customer Service Retail Airlines Social Media 103

CustomerSuccessBox

JUNE 29, 2021

They act as catalyst for customer retention. . How are customer success managers measured? Most common KPIs for customer success managers is renewals. Additionally customer retention they may also be responsible for driving customer onboarding, upsells. . What do Customer success managers do?

Customer Success 52

Customer Success Management Customer Service Representative Customer Retention 52

Confirmit

JANUARY 23, 2020

Check out this quick CX case study video to find out how Confirmit is supporting Wyndham to deliver a program that has delivered a 15% cost saving as a result of improved customer retention. Check 2019 ACE Awards Book to find out the secrets behind the world's leading Customer Experience and Voice of the Customer programs.

Case Study 52

Case Study Hotels Video Study 52

Gainsight

DECEMBER 10, 2018

Gainsight CEO, Nick Mehta, shares why it’s so important for Customer Success and Product to work together and how Gainsight’s acquisition of Aptrinsic, a product-led growth platform, will drive these initiatives. “In What is a Customer Retention Rate and How do I Calculate It? Stepping into 2019 like….

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. And 23% of CEOs list customer service as one of their top three business priorities. Treat your customer as an advisor. 28% say workforce. And respond by taking action.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Comm100

AUGUST 5, 2020

On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Opinionator

JUNE 27, 2019

Either way, if you have restrooms, you may not be aware of how they impact both brand image and customer retention. As a consequence, customer satisfaction, customer retention, brand image, and future profitability are badly affected. Increased customer retention. Do you collect restroom feedback?

Customer Retention 60

Customer Retention Feedback Video Report 60

Optimove

SEPTEMBER 15, 2022

Past big-tournament data shows that many players won’t continue to play and bail soon after mega-events, leaving much hard work for the customer retention team. In fact, big event players have a 25% lower retention rate and are at high risk of churn.

Sports 59

Sports How To Customer Retention Brands 59