ShepHyken

MAY 25, 2020

How to calculate your customer retention rate by Bryce Baer. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. I was glad to see this article, which includes the formula to measure customer retention. How to calculate your customer retention rate.

Customer Service 61

Customer Service Contact Center ROI Customer Retention 61

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Customer expectations. Communication challenges. Customer loyalty. Customer Engagement Statistics 2020 Explained.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Lumoa

AUGUST 23, 2021

Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

One Millimeter Mindset

DECEMBER 31, 2019

Your 2020 storytelling strategy offers three choices. What’s Next for Your 2020 Storytelling Strategy? The 2020 Storytelling Strategy you seek has always been hard-wired into your professional DNA. To catalyze your professional development and employee and client success and retention? Either you choose to: Play it safe.

Strategy 66

Strategy Trends Tools Communication 66

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Report 64

Report Customer Success Net Promoter Score Roadmap 64

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Ecrion

MARCH 24, 2021

Why Customer Communicating Is Important | Why Eliminate Weak Communication |. 13 Ways to Improve Customer Communication in Business. As business continues to grow and adapt to the challenges of a post-2020 world, so too does the landscape of how to reach your customers effectively.

Communication 52

Communication How To Social Media Customers 52

Comm100

SEPTEMBER 13, 2021

This has led to improvements in targeted advertising that finds elusive customers through new channels and has allowed companies to provide more relevant products and services, to name just a few. When Digital Transformation Meets Customer Service. Improved customer experience, leading to increased customer retention.

Customer Service 217

Customer Service Omni-Channel Social Media Connections 217

ProProfs Chat

MAY 6, 2020

Customer Experience & Live Chat Statistics. Future of Customer Experience. Must-Read 53 Customer Experience Statistics for 2020 . With these customer experience stats, facts, and trends, your business can effectively create some of the best strategies that keep customers delighted with your services.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

SurveySparrow

JANUARY 22, 2020

Predict Customer Behaviour. 10 Best Customer Success Software of 2020. Customer Success is one important aspect that decides the growth of your business and you definitely don’t want to get it wrong. We have listed out the best of the best customer success software of 2020 as per the recommendations of our experts.

Software 72

Software Customer Success Analytics CRM 72

ChurnZero

JUNE 16, 2020

Matt Wallace (@wall_ace_m) June 10, 2020. . Customers Demand Value. Customers expect more and want to align value paid with value received,” says @gulatisa at @SaaStock Remote. Ordway (@ordwaylabs) June 10, 2020. ChurnZero (@churnzero) June 11, 2020. Karishma Rajaratnam (@KarishmaTweets) June 13, 2020.

Customer Success 92

Customer Success Customer Retention Customer Centricity Tips 92

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. Remember: Be mobile-ready.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Totango

JUNE 26, 2020

COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

Customer Retention 91

Customer Retention Telecommunications Communication Customer Success 91

Call Experts

MARCH 31, 2022

According to eFile , “The IRS reported that as of December 2021, approximately 152,300,000 tax returns were e-filed for Tax Year 2020 out of a total of 169,098,000 2020 Returns filed. This is around the same number of 2019 Returns e-filed in 2020 (152,802,000).”

e-support 98

e-support Tools Customer Retention Customer Service 98

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

CSM Practice

MAY 13, 2020

We encourage you to explore the consolidated results of the survey to improve your understanding of business trends, to implement new customer retention strategies. The key findings arising from our survey results are as follows: Customer Engagement. They were able to communicate efficiently with customers and the company.

Customer Success 83

Customer Success Survey Conference Customer Retention 83

BlueOcean

OCTOBER 6, 2020

Is communication still going strong and do you feel comfortable in those interactions? Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? Total Value Returned Rate is a key metric that also has to be tied to customer retention.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Kustomer

OCTOBER 14, 2020

We all know that consumer relations are an important area for businesses to gain a competitive advantage, improve employee and customer engagement and, perhaps most importantly, retain loyal customers. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%.

Customer Service Strategies 105

Customer Service Strategies Self Service Strategy Customer Service 105

ChurnZero

MAY 15, 2020

As an emerging discipline, Customer Success has not experienced a global health or financial crisis during its relatively brief lifetime. Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn.

Customer Success 72

Customer Success Effort Score Communication Customer Retention 72

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer Retention 21

Customer Retention Strategy e-support Social Media 21

Lumoa

JUNE 14, 2023

Everyone from customers to investors and stakeholders will be wary of associating with a company that can’t seem to get its customer experience right. According to Harvard Business Review, acquiring a customer costs anywhere from 5 to 25 times more than retaining an existing one. But the damage doesn’t stop there.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ClientSuccess

SEPTEMBER 21, 2020

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers.

Customer Success 69

Customer Success Metrics Customer Journeys Customer Retention 69

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. Remember: Be mobile-ready.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

CloudCherry

AUGUST 26, 2019

A separate research report by CustomerThink revealed that 74% of organizations with CX initiatives believe customer experience will overtake price and product as the key brand differentiator by 2020. Organizations can no longer assume they’re achieving “customer delight” by relying on traditional digital marketing tactics alone.

B2B 199

B2B Conference Metrics B2C 199

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. We had our 2020 plans. Chelsie Rae Lee is the Chief Revenue and Customer Officer at Snacknation, a subscription-based snack company. Offset Anxiety Through Clarity of Vision.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

One Millimeter Mindset

DECEMBER 24, 2020

Wishing you 2020 Holiday and 2021 New Year Hope and Purpose. As we move forward together towards 2021, we now share a common story: 2020. Her One Millimeter Mindset programs translate across communication disconnects between people and professional disciplines. One millimeter at a time.

Leadership 121

Leadership Innovation Industry Communication 121

Kustomer

JANUARY 11, 2022

In fact, more than two billion people bought online in 2020, with worldwide e-commerce sales exceeding $4.2 Better Customer Retention. You already know it costs less to retain a customer than acquire a new one, but are you aware that customers are more likely to buy from you when calls are answered quickly?

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

CSM Magazine

MARCH 18, 2021

For years we have taken steady steps into the age of digitalization, but the unimaginable impact of 2020 has flung us further into the digital landscape than ever before. Failing to meet these customers where they are results in poor customer retention and millions of dollars in lost revenue.

CRM 52

CRM Customer Retention Engagement Strategy 52

GlowTouch

OCTOBER 16, 2020

Customers today can freely discuss their experiences on social media, review websites, and other public forums, so poor customer service can be an existential threat. Importance of Customer Support Training. Customer care is a competitive advantage. 7 Questions to Ask Your Customer Support Vendor. Final Thoughts.

Training 52

Training How To Contact Center Return on Investment 52

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Recommended for you: Winning Live Chat Training for Your Customer Service Team.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Quadient

OCTOBER 1, 2021

The State of CX: A series on customer experience trends and beyond - empathy's key role. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention.

Trends 52

Trends Customer Journeys Customer Experience eBook 52

Method:CRM

JULY 15, 2020

This means you can count on them to come back, make future purchases, and maybe even refer some new customers to you. Long story short — repeat customers are every small business owner’s dream. While many customer retention strategies can help you drive repeat business, one among them stands out — using a CRM solution. .

CRM 95

CRM How To Effort Score Rewards Programs 95

ChurnZero

FEBRUARY 7, 2020

So, what’s the job outlook for Customer Success professionals? LinkedIn’s 2020 Emerging Jobs Report named Customer Success as one of the top emerging jobs in the U.S. In fact, Customer Success is taking the world by storm—ranking in every country they studied: #2 in Argentina . #6 6 in the U.S. #2 2 in Mexico. #6

Customer Success 64

Customer Success e-support Software Trends 64

One Millimeter Mindset

NOVEMBER 24, 2020

Start telling the 2020 stories clients really need to hear: purposeful pandemic stories. Instead, this internal customer discovery exercise allows you all to uncover what external clients really value. Retaining Clients leverages Innovative Customer Retention Strategies.

How To 95

How To Leadership Exercises Innovation 95

ClientSuccess

APRIL 28, 2021

Conversations by ClientSuccess TM provides a better way for customer success managers to communicate & collaborate with their customers. Conversations empowers front-line customer success managers (CSMs) to engage with customers in a faster and more authentic way.

Customer Success 52

Customer Success Video B2B Customer Retention 52