CSM Practice

JULY 15, 2020

The Internet offers endless resources for research, news, reference, and books about Customer Success. There are many Customer Success books that are published every year. In this blog, we ‘re going to highlight the Top 10 must-read Customer Success Books for CSMs and aspiring CS practitioners.

Customer Success 52

Customer Success Customer Retention Customers Strategy 52

CSM Practice

JULY 15, 2020

The Internet offers endless resources for research, news, reference, and books about Customer Success. There are many Customer Success books that are published every year. In this blog, we ‘re going to highlight the Top 10 must-read Customer Success Books for CSMs and aspiring CS practitioners.

Customer Success 52

Customer Success Customer Retention Customers Strategy 52

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . Steps to implementing Customer Retention Software.

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Customer Retention Software Training Customer Success 52

NetBase

MAY 25, 2020

As the world recuperates and consumers everywhere are feeling hesitant to resume life as usual, recovery mode must be focused on supplying what customers need – and those needs have changed drastically in the past few months. Retaining customers in the long run depends on how well your brand adapts. Here’s how.

Customer Retention 60

Customer Retention Healthcare Trends Consumers 60

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. Then, competing customer retention cultures are sustained by traditional workforce hiring practices.

Customer Retention 61

Customer Retention Culture Customer Focused Customers 61

One Millimeter Mindset

NOVEMBER 29, 2018

Your employees are confused about their customer retention roles. Into customer experiences, customer success and customer retention. First, ponder whether your hiring processes focus on hiring employees to fulfill customer retention roles. . You have an A, B and then Z model.

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Customer Retention Industry Customers Customer Success 65

ShepHyken

MAY 13, 2024

Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.” What Is Churn Rate?

Customer Service 72

Customer Service Loyalty Programs Customer Retention Metrics 72

COPC

JUNE 27, 2018

marketing director, Jim Von Seggern, provides an overview of Joey Coleman’s book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. Joey Coleman’s Never Lose a Customer Again covers a lot of ground and does so with a highly personable and approachable style that’s a fun read.

Case Study 40

Case Study Customer Retention Study Banking 40

Oracle

MAY 24, 2018

, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share insights into how to create an incredible first experience that will increase customer retention as well as revenue. Prioritize customer retention over acquisition. Still think loyalty is a “nice to have”?

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Customer Retention Tips Entertainment Loyalty 42

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.

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Customer Service Hospitality Hotels Customer Retention 67

Comm100

NOVEMBER 15, 2022

To meet their customers’ needs, CCaaS providers are partnering with digital communication platforms to add digital omnichannel capabilities to their product offering. Book a call today with Comm100 today to explore partnership options and we’ll sweeten the deal with a free gift box.

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Omni-Channel Chatbots Social Media Software 210

ShepHyken

SEPTEMBER 13, 2021

(CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Customer loyalty refers to customers who have decided to continue to do business with a brand as a preference over that brand’s competitors.

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Customer Service B2C B2B Customer Retention 150

CSM Magazine

APRIL 15, 2020

Aron spends most of his time reading investment books, writing about finance and looking for stocks that have significant growth potential. Currently he is working as a chief advisor of FIBOPIPS which is proudly providing forex signals, trade copier and managed account service to both us and non us traders.

Customer Retention 52

Customer Retention Social Media Strategy Advertising 52

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

Ian Williams

MAY 31, 2015

The customer experience ‘movement’ began in earnest around 15 years ago, with the first books on the subject being published shortly after the turn of the millennium. Customer Retention – Let’s start at the very beginning. Something was afoot. They most certainly had a ‘leaky bucket’.

Customer Retention 40

Customer Retention Insurance Customer Journeys Policies 40

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

SmartKarrot

MAY 15, 2023

While experience and hands-on practice are invaluable, there’s no denying the power of a good book to deepen your understanding, expand your knowledge, and unlock new perspectives. Top 7 Books for Key Account Management 1. Amazon Link 2. “Strategic Key Account Management” by Michael D.

Management 10

Management Handbook Case Study Customer Retention 10

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: Brittany Hodak is one of the newer “stars” of the customer service and experience world. These are what McKinsey refers to as the “Zero Consumer.”

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Customer Service Loyalty Programs Retail Loyalty 80

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.

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Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

AUGUST 29, 2022

(Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers. Few business owners, however, pay anywhere near as much attention to customer retention, even though keeping an existing customer for longer is a far easier way to grow revenue.

Customer Service 64

Customer Service Customer Retention Loyalty Advertising 64

ShepHyken

JANUARY 3, 2024

The employee experience (EX) drives a better customer experience (CX). Employee retention is just as necessary as customer retention. TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees. Prior to the pandemic, convenience was an option. Today, it’s expected.

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Trends Customer Service Customer Service Training Customer Retention 94

SmartKarrot

APRIL 22, 2022

However, customer acquisition is something that demands focus! Customer retention is a particularly important concept where businesses use different strategies to retain their existing customers. B2B companies will have to bank on customer retention as a key strategy to achieve long-term growth.

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Customer Retention B2B Strategy Rewards Programs 10

ShepHyken

NOVEMBER 2, 2022

I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues. That special feeling can come in many different forms.

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Customer Service Training Customer Retention Customers Sales 128

ijgolding

JANUARY 21, 2015

Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. As the average family size in the UK has continued to rise (1 in 7 families with children in the UK have three or more children), the […].

Hotels 120

Hotels Customer Experience Customer Retention Customer Journeys 120

Win the Customer

SEPTEMBER 12, 2023

However, modernizing them with personalized rewards and incentives can take customer loyalty to new heights. Starbucks, for example, uses its mobile app to offer customized rewards based on individual purchase history. This not only boosts customer retention but also fosters a sense of belonging.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

ShepHyken

MARCH 15, 2021

How to Calculate Your Customer Retention Rate by Max Freedman. Business News Daily) Knowing your customer retention rate and some strategies to improve it can help you boost your bottom line. My Comment: We all want repeat customers. So, how do you calculate your customer retention rate?

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Customer Service Customer Service Training Customer Retention Training 129

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.

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Customer Retention Strategy e-support Social Media 21

ShepHyken

JANUARY 10, 2022

The author of this article, Joseph Michelli, also wrote the book that explains the “secrets” behind the way Mercedes-Benz delights its customers. He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

MARCH 3, 2019

5 Ways to Improve Customer Retention With Email Marketing by Emil Kristensen. Fourth Source) Fortunately, you can improve customer retention and improve customer relationships with email marketing. My Comment: Is email marketing dead? I hardly think so, and this article makes the case. (Tru

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Customer Service Omni-Channel Customer Retention Case Study 94

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. Webinars, books, conferences are certainly great ways to learn about experience management.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

ShepHyken

MAY 17, 2021

If you currently don’t have a customer success program, this article will give some insights to help get you started. 4 Ways for Marketers to Maximize Customer Retention by Jenn Horner. Customer Retention is more important than ever. Before you can have loyal customers, you have repeat customers.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ijgolding

NOVEMBER 9, 2014

Anyway, after calling someone back and holding, I managed to get the package reduced to that of a new customer (aren’t I lucky!) and duly booked the time off work for the change of box. I think that this is frankly disgusting and misleading behaviour! I work hard as a GP seeing people who are sick every day.

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Customer Experience Customer Centricity Customer Journeys Customer Retention 317

Beyond Philosophy

OCTOBER 15, 2022

If you’d like to read a bit more from Zhecho on emotional attachment being a key factor in customer-drive growth check out this article here. Key Ideas to Improve your Customer Experience. In the book, Dobrev shares research about AI.

Customer Journeys 78

Customer Journeys Touchpoint Consulting Customer Retention 78

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 214

ShepHyken

OCTOBER 6, 2022

Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping. And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience.

Customer Journeys 70

Customer Journeys Effort Score Touchpoint Customer relationships 70

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.

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Customer Service Self Service Social Media Knowledge Base 130

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures.

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