ShepHyken

JANUARY 4, 2023

Smart leaders are now realizing that customer service and a focus on CX pays. If you’ve been following me, you know I’m a fan of referring to customer support as the Revenue Generation Department or the Customer Retention Center. Done right, customer support makes you money. . Follow on Twitter: @Hyken.

Self Service 137

Self Service Customer Experience Customer Service B2C 137

Gainsight

OCTOBER 19, 2023

We surveyed nearly 400 companies throughout North America to create the Customer Success Index 2023 North America (or CS Index for short). And Customer Success has evolved beyond firefighting to become a mission-critical revenue driver during the down economy. To fully unpack our findings, read the CS Index 2023 North America.

Customer Success 52

Customer Success Net Promoter Score NPS Customer Retention 52

Kapta Customer Success

AUGUST 14, 2023

Greg Daines of ChurnRX gave a fascinating presentation at KAMCon 2023 titled, " Building Account Strategy On The 3 Laws of Retention." He shared some of his churn research results and revealed how we can overcome the obstacles to customer retention so we can minimize customer churn.

Strategy 52

Strategy Customer Retention Customers Customer Success 52

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

InMoment XI

APRIL 18, 2023

How Is InMoment Involved in the Upcoming Customer Show? As the 2023 Customer Show Foundation Partner, InMoment will have a representation at the panel “CX is an Outcome, Not a Strategy: Moving Towards an Era of Improvement Management Through Top Level Buy-In” on the NextGen CX Panel at 3PM on Wednesday 3rd.

ROI 260

ROI Tips Healthcare Insurance 260

Blake Morgan

JULY 29, 2023

There’s a strong connection between investing in customer experience and increasing the bottom line. But what happens to CX budgets during economic uncertainty, inflation, and changing customer priorities? Among the top digital investments are customer relationship management (CRM) systems, AI, and customer analytics.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

Optimove

SEPTEMBER 29, 2023

.” The report comes on the heels of Forrester’s Optimove’s Total Economic Impact which estimated the Optimove ROI for brands at 578% underscoring Optimove’s campaign and reporting efficiency, customer retention and customer order value enhancement capabilities.

Marketing 78

Marketing Analytics Report ROI 78

BirdEye

MAY 30, 2023

In addition, you can use customer feedback software to measure and analyze the website feedback, survey responses, and customer opinions you receive. Industry experts are labeling 2023 as the “ feedback economy. ” The goal of the feedback software is to help you make data-driven decisions to improve your offerings and business.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

ChurnZero

JUNE 14, 2023

How should I wrangle a constricted company budget to outlast 2023? For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.”

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

Gainsight

NOVEMBER 16, 2023

They don’t just think about success for a few customers, they set out to accomplish success for all customers. As a result, their companies reap the rewards of stronger adoption and customer retention. Check out some amazing customer stories ! The post Announcing the 2023 Pulse Europe GameChanger Award Winners!

Telecommunications 52

Telecommunications Contact Center Innovation Chatbots 52

Optimove

MAY 30, 2023

Our May 2023 survey of marketers shows that for the second year in a row, respondents continue to allocate more of their budget for acquisition marketing versus retention marketing, despite consumer spending uncertainty, and that new customer acquisition can cost  five times  more than retaining an existing one.

B2C 52

B2C Survey Multi-Channel Marketing 52

My Customer

SEPTEMBER 26, 2023

Neglecting existing customers in pursuit of new ones is a common mistake which is why it’s an issue that lies at the heart of most. 26th Sep 2023 By Nicole Holt Head of Research

Customer Retention 52

Customer Retention Customers 52

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience.

Customer Service 81

Customer Service Loyalty Programs Retail Loyalty 81

BirdEye

JULY 24, 2023

Common challenges and solutions when doing customer feedback analysis Dos and don’ts of customer feedback analysis Use of AI in customer feedback analysis Best customer feedback analysis tools in 2023 FAQs on customer feedback analysis Improve your performance with Birdeye Insights What is customer feedback analysis?

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

Customer Service 68

Customer Service Hospitality Hotels Customer Retention 68

Gainsight

APRIL 11, 2023

We are FIRED UP to announce Pulse 2023 will be taking place at Moscone Center in San Francisco on May 16–17, with Pulse Academy Live on May 15. Pulse is celebrating its tenth anniversary as the biggest, most amazing conference for the customer success community. Here’s a look at our Pulse 2023 conference tracks.

Leadership 52

Leadership Conference Customer Success Customer Retention 52

ShepHyken

OCTOBER 29, 2023

If you can win over your customers so that they wouldn’t consider a competitor, you are in an enviable position. According to the 2023 Customer Loyalty Index findings, the US experienced a drop in brand loyalty by more than 10%, from 7% to 68%. My Comment: There’s a lot to this article about customer retention and loyalty.

Customer Service 66

Customer Service Loyalty Programs Ecommerce Loyalty 66

CSM Magazine

DECEMBER 15, 2022

If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention. Now is a good time to pause and reflect on support center activity and trends by refining what we have learned and building on experiences to make agents, processes, and operations the best they can be in 2023.

Contact Center 52

Contact Center Self Service Loyalty Social Media 52

Education Services Group

DECEMBER 13, 2022

On the bright side, Customer Success Operations is expanding, with 59.5% With all this in mind, I thought about what 2023 will bring, and I asked my colleagues for their thoughts as well. Our top 5 predictions for Customer Success in 2023. 2023 is when we will see that movement become more apparent.

Customer Success 52

Customer Success Self Service Sports Leadership 52

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. Using AI the right way will enhance the relationship versus frustrate the customer.

Customer Service 62

Customer Service Tips e-support B2C 62

BirdEye

SEPTEMBER 13, 2023

How to write the right testimonial questions How to ask for testimonials 30 testimonial questions to ask your customers in 2023 FAQs about testimonial questions Collect social proof with Birdeye What are testimonial questions? If customers say they would purchase your product again, this bodes well for customer retention.

Video 57

Video Brands Survey Feedback 57

CSM Magazine

MARCH 15, 2023

Whilst global trends continue to point to the user growth of Facebook, TikTok and Instagram, the trends underneath the headlines highlight significant opportunities to drive new customer acquisition, which in turn demands a targeted customer retention strategy from companies.

Customer Retention 52

Customer Retention Brands Retail Trends 52

ShepHyken

NOVEMBER 27, 2023

Done right, customer service will get your customers telling your story. 20+ Customer Experience Statistics for 2023 by Fernanda Alvarez Pineiro (Startups.co.uk) First impressions go a long way and that is certainly true when it comes to customers piecing together their opinion of your business.

Customer Service 70

Customer Service Net Promoter Score Tips Brands 70

SurveySensum

OCTOBER 23, 2023

Quick Overview of Top 7 GetFeedback Alternatives in 2023 7 Best GetFeedback Alternatives for You SurveySensum Qualtrics Medallia AskNicely Birdeye SurveySparrow Nicereply Conclusion Why Look For GetFeedback Alternative? The tool also gives you the best customer support in just 2 hours (which resulted in 98% customer retention).

NPS 52

NPS Multi-Channel Survey Feedback 52

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. While it’s hard to predict what will happen in 2023, we all still try to plan ahead as much as possible. We put together five top-notch New Year’s resolutions for Customer Success in 2023.

Customer Success 52

Customer Success Leadership Metrics Customers 52

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

BirdEye

AUGUST 22, 2023

Surveys are essential to understanding customer requirements, sentiment, and pain points and discovering new opportunities. This blog post explores product surveys and equips you with the top product survey questions to use in 2023. Better your Business with Customer Feedback Want to see the impact of Birdeye on your business?

Survey 52

Survey Net Promoter Score Customer Satisfaction User Experience 52

West Monroe

JULY 11, 2023

This Q&A originally appeared in PitchBook's Q2 2023 US PE Breakdown. Dhaval maximizes value through M&A transactions, fosters customer retention, and enables profitable growth via digital transformation. Chris Stafford: This has been a very different year compared to the past decade.

Trends 52

Trends Software Innovation Roadmap 52

SurveySensum

SEPTEMBER 15, 2023

10 Best B2B Service Feedback Tools: A Detailed Comparison 10 Best B2B Service Feedback Tools of 2023 SurveySensum Feedier CustomerGauge InMoment Typeform UserReport Qualaroo Retently CrowdSignal NiceReply Conclusion Let’s start with what a B2B service feedback tool means. How to choose the right B2B service feedback tool?

B2B 52

B2B Tools Feedback Comparison 52

BirdEye

MARCH 24, 2023

We have mentioned a few key metrics and we’ll include those here along with additional key metrics to track: √ Sales growth √ Customer acquisition cost (CAC) √ Customer retention rate √ Conversion rate √ Pipeline growth √ Market share Tracking metrics is essential to making data-driven decisions to achieve growth objectives.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. It’s an opportunity that your company can capitalize on today. References Forrester.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

Help Scout

AUGUST 22, 2023

Many aspects of business success depend on customer experience — customer retention, loyalty, and overall growth. In this post, we’ll look at 10 of the best customer experience tools on the market today. Read the full article

Customer Experience 40

Customer Experience Marketing Software Customer Retention 40

Optimove

OCTOBER 5, 2023

Many were uncovered in our 2023 Marketer’s survey that are below.  Others originate from our 2023 Marketing Fatigue survey. This is followed with six solutions to consider keeping customers loyal and not scare them away. In contrast, only 13% have opted to invest over half of their budget in customer retention.

Marketing 72

Marketing Survey B2C Loyalty 72

West Monroe

APRIL 28, 2024

There has been a steady decline in net dollar retention rates for subscription software providers over the last couple of years. Industrywide, the median net retention rate declined to 111% in Q4 2023. Leverage the right automation where possible.

Software 52

Software Customer Retention Roadmap Sales 52

CX University

MARCH 18, 2024

Customer Retention. Companies that personalize B2B experiences report increased market share, with personalization playing a key role in customer retention. Hyper-personalization can lead to improved customer loyalty, repeat purchases, and longer customer lifetime value. 2023, March 19). Wedia Group.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

Optimove

JANUARY 3, 2023

Hello, 2023! So, B2C marketing professionals, here’s what should be among your 2023 New Year’s resolutions. 6 – Go from campaign-led marketing to customer-led marketing. Customer-led marketing has one basic rule: start every marketing action with the customer. 2 – Focus on retention over acquisition.

B2C 59

B2C Marketing Multi-Channel CRM 59