InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

CSM Magazine

AUGUST 15, 2023

Customer acquisition and customer retention are two vital aspects of business growth, each playing a unique role in ensuring the long-term success of a company. Understanding Customer Acquisition and Customer Retention Customer acquisition involves attracting prospects to a business and converting them into paying customers.

Customer Retention 52

Customer Retention Return on Investment ROI Social Media 52

CustomerSuccessBox

MARCH 25, 2022

Then while considering customer acquisition cost (CAC) why miss out on customer retention cost (CRC)? They both are of equal significance and when the matter is to retain your loyal customers to have repeat business with you, this metric needs a bit of attention as well. About customer retention cost.

Customer Retention 52

Customer Retention Metrics Customers Comparison 52

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. A loyal customer is valuable to retailers in a multitude of ways. 5 Ways to Build Customer Loyalty in Retail.

Retail 493

Retail Net Promoter Score Loyalty Programs Effort Score 493

SurveySensum

JULY 26, 2023

It’s like a game of “now you see them, now you don’t” with customers jumping ship to competitors in the blink of an eye if they don’t feel valued and satisfied. It is far more expensive to acquire new customers than to retain existing ones and brands understand that. But why is that a big issue?

Customer Retention 52

Customer Retention Retail Strategy Social Media 52

TechSee

OCTOBER 15, 2019

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability. Research indicates that the cost of acquiring a new customer can be as much as five to seven times higher than keeping an existing one. trillion per year.

Customer Retention 107

Customer Retention Social Media Airlines Groups 107

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers?

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Case Study Social Media Feedback 52

Magellan Solutions

AUGUST 17, 2020

With all the advertisements people see on the internet every day, customers can easily jump from your brand to another if you don’t have strong customer retention strategies. . To make your business thrive, you need to take care of one of the most important assets — your customers. What is Customer Retention?

Customer Retention 52

Customer Retention Strategy Loyalty Exceptional Customer Service 52

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Thematic

DECEMBER 5, 2018

Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. What is customer retention? Why is customer retention important?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

SurveySensum

JULY 11, 2023

Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. It’s not just about the product or service; it’s about every interaction and touchpoint a customer has with a brand.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. Read the full report, Success in The Experience Era: Connecting Customer and C-suite.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

BlueOcean

MAY 16, 2024

In this downloadable case study, discover how we: Transitioned seamlessly from their 10-year predecessor with no disruption to the customer experience; Built a brand-new training program to exclusively focus on customer retention; Exceeded contractual service goals by 10%, saving the client money on every customer win Download the case study today (..)

Case Study 156

Case Study Customer Retention Study Training 156

BlueOcean

MAY 16, 2024

In this downloadable case study, discover how we: Transitioned seamlessly from their 10-year predecessor with no disruption to the customer experience; Built a brand-new training program to exclusively focus on customer retention; Exceeded contractual service goals by 10%, saving the client money on every customer win Download the case study today (..)

Case Study 156

Case Study Customer Retention Study Training 156

Feedbackly

MAY 16, 2024

The Finnish clothing store chain Kekäle wants to differentiate itself from competitors by offering customers the best emotional experience in the industry, and measures it with the Emotional Value Index (EVI®). We needed a service that could help us understand our customer experience better,” stated Joonas Kekäle, CEO of Kekäle.

Case Study 105

Case Study Effort Score Touchpoint Ecommerce 105

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.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. Hopefully, your business has more than one customer. If not, that’s okay because market segmentation isn’t primarily concerned with how many customers you have.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

InMoment XI

SEPTEMBER 12, 2023

In today’s cut-throat market, differentiating your brand is more important than ever. Market Position and Brand Analysis: How do consumers perceive your competitors? Evaluate their branding strategies and messages to identify their market positioning. This is how you turn regular customers into loyal advocates for your brand.

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

Kayako

FEBRUARY 14, 2018

When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? The business idea of loyalty focuses more on the behavior of customers than the feeling. That’s the job of your product and brand.

Loyalty Programs 182

Loyalty Programs Loyalty Brands Retail 182

InMoment XI

NOVEMBER 25, 2021

In the world of customer experience, predictive modelling means using data to predict the future needs, wants, and behaviours of your customers and employees. My name is Ton Luijten, and I’m a Customer Success Director for InMoment, as well as the Data Science Lead for the APAC region.

Case Study 493

Case Study eBook Exercises Customer Retention 493

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. What is Customer Retention?

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

ijgolding

AUGUST 3, 2018

Sticking with the retail industry, it gives me no pleasure to bring this to life with a case study – an example of exactly why organisations are failing to transform and ultimately survive in an increasingly disrupted world.

Case Study 191

Case Study Retail Study Policies 191

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. Read the full report, Success in The Experience Era: Connecting Customer and C-suite.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. Read the full report, Success in The Experience Era: Connecting Customer and C-suite.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Lumoa

APRIL 4, 2023

You know which styles, colors, and brands that person likes, and you know how much they’re going to be able to spend on the watch. Customer profiles contain details on the type of content your target audience tends to engage with and the platforms they prefer to see it on. However, it’s crucial to know how to implement it effectively.

Analysis 208

Analysis Customer Retention Customer Journeys Customers 208

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Personalized Offers Lead to Loyal Customers. Shocker, right?

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

InMoment XI

SEPTEMBER 1, 2022

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more. That is why your customer retention efforts are so important.

Customer Retention 260

Customer Retention How To Customer Journeys Telecommunications 260

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Customer experience is happening whether you invest in it or not. Success is really about customer experience management. Your customers are experiencing your brand and their journey with your brand whether you invest in the experience or not. That’s right. Crazy, right? . It’s literally a win/win.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 78

Customer Retention B2B Customer Journeys Loyalty Programs 78

Comm100

FEBRUARY 6, 2023

Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. You have to predict the customer’s expectations, constantly measure your CX performance, and solicit feedback from them. First, customers want it.

Financial 200

Financial Trends Self Service Customer Experience 200

Beyond Philosophy

DECEMBER 8, 2014

However, with a very tenured workforce, (employees with 30 to 40 years of experience not being unusual) they needed a strategy for evolving the customer experience that started from the inside-out. It was dubbed: On Brand, All Day, Every Day. It’s an honor to be recognized amongst all the excellent dealers out there,” he said.

Case Study 142

Case Study Employee Engagement Study Engagement 142

GetFeedback

DECEMBER 11, 2018

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits. Never seen a CES survey before?

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Feedbackly

SEPTEMBER 22, 2023

Here are some tips on how to select the best CX KPIs for your brand! Consider what aspects of customer experience are more critical for your brand and integrate relevant KPIs accordingly. Here, metrics like EVI®, NPS, and customer retention are essential.

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

Bold360

DECEMBER 8, 2016

For the marketers – 66 percent of them – the programs were seen as a good way for customers to show loyalty to the brand. Seventy-three percent of the consumers, however, flipped the perception, looking at the programs as a great way for companies to show loyalty to customers. How to retain these customers?

Customer Retention 40

Customer Retention Strategy Social Media Loyalty Programs 40

ShepHyken

JUNE 14, 2021

Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. Forget Brand Loyalty. As the title implies, forget brand loyalty.

Customer Service 95

Customer Service Retail Loyalty Study 95