InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. So how should a CX practitioner go about bridging that gap in communication? Tip #2: Tell Stories.

Tips 493

Tips ROI Metrics Touchpoint 493

Totango

AUGUST 29, 2019

When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. . So, don’t focus solely on hunting up one-time customers. Apply a few key customer retention optimization strategies to build deep, lasting customer relationships.

Customer Retention 87

Customer Retention Strategy Customer Journeys Customer Centricity 87

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

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B Strategy Multi-Channel 62

Comm100

FEBRUARY 6, 2023

You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations. To humanize your digital customer experience, you need to map your client’s journey. Customers typically engage with your brand on different touchpoints. First, customers want it.

Financial 191

Financial Trends Self Service Customer Experience 191

Totango

FEBRUARY 7, 2019

It’s a customer-centered approach that reflects the broader economy we currently operate under, one where the customer expects individualized treatment. Customer retention is about the promise of continued growth. SaaS renewal best practices for customer retention should be a promise for the future.

Customer Retention 81

Customer Retention Lifetime Customer Customers Engagement 81

Experience Investigators by 360Connext

FEBRUARY 6, 2024

NPS is quite popular with executives because it’s easy to understand and communicate. It’s also a great indicator of how customers feel about the overall brand and relationship. Customers are fairly familiar with CSAT questionnaires, so it’s easy to understand and implement. What are its pros? What are its cons?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

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

Experience Investigators by 360Connext

APRIL 23, 2024

Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales. And it’s often shared that a 5% increase in customer retention can lead to exponential gains in profitability. It’s up to CX leaders to clearly communicate about these connections for their organization.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Lumoa

FEBRUARY 2, 2023

There are now multiple touchpoints for your customers–websites, apps, and newsletters in addition to your physical space (and they may never even set foot in your store!). Because of this complexity, the retail customer journey must be consistent across all touchpoints (websites, apps, physical space, etc.).

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention. My number one customer retention strategy is talking to your customers.

B2C 124

B2C Customer Retention Strategy Brands 124

InMoment XI

NOVEMBER 2, 2022

Our understanding of what customers truly seek in experiences has broadened as well, and so the job of a CX designer (and the role of CX strategy in general) became more about understanding customers’ minds, not just getting their feedback. It became about optimizing journey touchpoints to delight customers and nurture relationships!

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

Ecrion

JUNE 10, 2019

Over 68% of customers 1 are willing to spend more money on a product or service if they know that they will have better service. Effective communication with your customers is going to play a major role in meeting those customer expectations. Read on to learn why customer communication is important.

Communication 66

Communication Social Media Touchpoint Case Study 66

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Be mobile-ready.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

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.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

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. talk to an expert today.

Communication 52

Communication How To Social Media Customers 52

BirdEye

OCTOBER 11, 2023

IBM has shown that 50% of insurance customers prefer personalized digital communication to telephone- and postal-mail-based communication. According to Emplifi , 42% of customers said a seamless omnichannel communication experience is their top priority.

Insurance 110

Insurance Industry Customer Experience Self Service 110

CustomerSuccessBox

DECEMBER 4, 2018

That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. You may believe that if the customer does not have any problem, the customer will renew the contract.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

SurveySensum

JULY 11, 2023

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. But WHY is customer experience so important? Must have Effective Communication!

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. With a dashboard that shows customer health and the opportunity to automate alerts, teams can improve customer retention rates exponentially. 2. Accurately Assess Customer Health + Recurring Revenue.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

Magellan Solutions

OCTOBER 17, 2023

With this technique, companies may establish direct communication with their clients. We’ll explain how effective they are at retaining customers. Benefits of Direct Marketing Inbound Teleservices Inbound customer support service is a strategic gold mine for companies. It promotes loyalty, satisfaction, and trust.

Marketing 52

Marketing e-support Customer Satisfaction Customer Retention 52

CloudCherry

FEBRUARY 19, 2019

I might have enough data about you to know: that you like shoes that are a certain brand, I know you like them at a specific price range, I know you typically shop on the weekends, and I know your preferred method of communication is SMS. As a retailer I might be able to send you a 10% off coupon on a Saturday night via text.

Customer Experience 170

Customer Experience Marketing Touchpoint Analytics 170

Optimove

MARCH 26, 2024

Jam Packed Houses Roundtable Discussions – Six roundtable engaging discussions focused on the future of customer retention marketing, what’s now, and what’s next. Just one of several sessions on maximizing Optimove.

Connections 64

Connections CRM Conference Touchpoint 64

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. It’s time to “shift right.”.

Self Service 103

Self Service CRM Customer Retention Customer Journeys 103

SurveySensum

JANUARY 26, 2024

So let’s deep dive into different stages of the customer journey. From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey. Key Touchpoints : Social media ad showcasing the app’s features.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? What is customer experience?

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

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

SurveySparrow

SEPTEMBER 15, 2023

With “every interaction” we literally mean each and every touchpoint- from the first time they hear about the product to post-purchase support. Think of it this way: when a customer engages with your business, they embark on a journey filled with various touchpoints.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Touchpoint 52

delighted

APRIL 7, 2020

Many of our customers have asked whether it’s still appropriate to ask for feedback and how to go about it. The short answer is that it is okay to continue asking for feedback – keep communication lines open. The one caveat is that it should be done with your customers’ and employees’ best interest in mind. loading times, etc.).

Customer Retention 52

Customer Retention Customer Experience How To Guidelines 52

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Be mobile-ready.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. While CS is poised to be in the driver’s seat for retention and expansion, we believe that everyone across the enterprise plays a role in customer success.

Innovation 85

Innovation Video CRM Customer Success 85

One Millimeter Mindset

OCTOBER 18, 2018

All throwing their professional efforts at the customer. Instead of in partnership with the customer. That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is linear. Again, so the customer “fits” into the organization’s customer retention model.

Customer Retention 118

Customer Retention Resources Touchpoint Customers 118

SurveySensum

JULY 4, 2023

This shows the importance of taking an effort to understand your customers and take relevant actions. Customers have multiple touchpoints with your brand, from clicking on your website to watching a product demo or making a purchase. According to a research report by Antenna , the customer churn rate of Netflix was 2.4%

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

SurveySensum

JULY 4, 2023

This shows the importance of taking an effort to understand your customers and take relevant actions. Customers have multiple touchpoints with your brand, from clicking on your website to watching a product demo or making a purchase. According to a research report by Antenna , the customer churn rate of Netflix was 2.4%

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation.

Customer Retention 10

Customer Retention Strategy Loyalty Programs Customer Centricity 10

NobelBiz

MARCH 12, 2024

Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels. It leverages a centralized data source to provide consistent interactions throughout the customer journey.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52