Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Empower your employees: Employees are on the front lines of customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Customer Bliss

AUGUST 4, 2016

One concept I get asked about a lot is customer retention strategy. Business tends to grow as a result of two factors: Your customer acquisition strategy. Your customer retention strategy. Now, a lot of businesses focus much of their effort on the customer acquisition side. It’s obviously important.

Customer Retention 100

Customer Retention Strategy ROI Customers 100

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is a guest blog post by Anita Toth, Chief Churn Crusher. .

Customer Retention 97

Customer Retention Strategy Knowledge Base Chief Customer Officer 97

ClientSuccess

JANUARY 25, 2021

Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team. These current customers are the perfect resource for prospective customers to learn exactly why doing business with your organization is a good idea.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Kayako

MAY 16, 2018

Here are 7 ways that you can use phone calls and live chat to give your customers more immediate gratification and increase your company’s revenue. Calls and live chat increase customer retention and upsell opportunities. Improving customer retention by 5% can increase profits by 95%, according to Bain & Company.

Customer Retention 148

Customer Retention Sales Customers Social Media 148

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. So, of course, we’re biased. There are, of course, pros and cons to this option. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Better yet, ask your CEO to help lead communication around customer experience efforts in regular ways.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

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

Experience Investigators by 360Connext

FEBRUARY 6, 2024

3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). But don’t let data collection and analysis overrun your job.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Bold360

DECEMBER 8, 2016

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. The study , reported in the Harvard Business Review, says a lot about how customer retention strategies can go awry when customer-centric principles get turned inside out.

Customer Retention 40

Customer Retention Strategy Social Media Loyalty Programs 40

Lumoa

JUNE 14, 2023

And that, of course, is bad news for any business – big or small. 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. This should be a good enough reason why customer retention is something your business takes very seriously.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. Create customer cohorts based on value. Customer success is business success.

Metrics 98

Metrics Customer Retention Course Customer Success 98

ChurnZero

SEPTEMBER 8, 2022

There is a 13 percentage point increase in median YoY product subscription growth rate when training is included in a Customer Success package. 65% of respondents said it’s common practice to share customer training data with the Customer Success organization. How CSMs play a role in customer education. Customer churn .

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

ClientSuccess

AUGUST 17, 2022

Asking if customer loyalty or retention comes first is like asking the chicken or the egg question. The short answer is that customer loyalty and retention inform and influence the other. Of course, the more loyal customers are to you, your company, and your product, the longer they will stick around in a partnership.

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. ” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. The more happy your customers are, the more your business will be successful.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

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

Solvvy

AUGUST 17, 2022

However, hiring more agents isn’t always the best course of action. Deploying chatbots can allow customers to receive a response almost instantly, 24/7. Furthermore, chatbots may be able to answer simple questions or point customers in the right direction to find the answers they need. Customer Retention Rate.

Net Promoter Score 102

Net Promoter Score Measurement Effort Score Chatbots 102

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. 12 Golden Rules for Customer Experience Strategy by Steven van Belleghem.

Customer Service 129

Customer Service Customer Service Training Customer Retention Training 129

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. It’s about who you are as an organization and who you need to be for your customers to live their best lives. .

Resources 369

Resources Customer Journeys Video Strategy 369

Lumoa

AUGUST 23, 2021

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. However, customers say that most companies fall short when it comes to meeting their expectations.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Of course, this is natural and something we should expect from leaders. Quick access to these resources is a game-changer.

Customer Success 52

Customer Success Customer Retention Customer Voice Report 52

Gainsight

SEPTEMBER 22, 2023

There’s one huge opportunity left, though: digital customer education. Put yourself in your customers’ shoes: Are you more likely to buy a product from a company you know has your back (via customer training) or one that’ll onboard you and then leave you out to dry with a traditional help center and occasional webinar?

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. Who doesn’t want their customers to love them? So, what do you do to get your customers to love you? Top 5 Customer Experience Courses and Certifications by Scott Clark.

Customer Service 51

Customer Service Retail Course Customer Service Training 51

SurveySensum

MARCH 21, 2024

If your customers are looking for Sedan cars and you are selling them SUVs then of course they won’t buy from you! Customer Personas! 63% of marketers create content based on customer personas to enhance their strategies! How often should customer personas be updated? Well, this is bound to happen!

How To 52

How To Social Media Competitive Advantage Retail 52

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61

CustomerSuccessBox

JUNE 21, 2022

However, if you encourage them to collaborate and give them the opportunity to share resources, it can solve even the most complex business problems. For example, the ICP (ideal customer profile) should be in harmony with the entire organization. This leads to a smooth transition of customers and creates a better customer experience.

Strategy 52

Strategy Customer Retention Video Resources 52

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Of course, customer service and experience hover over all of these.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We Of course, that can always change!).

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 126

Communication Strategy Metrics Customer Retention 126

CustomerSuccessBox

MAY 24, 2022

Especially in a subscription-based model, where customer retention is built into the business model, losing a customer shouldn’t be due to little or no understanding of how your product works for them. Hence it’s essential to incorporate a customer education program into your processes.

Training 52

Training Course Customers Resources 52

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. Here are my top five picks from last week. The numbers make the case. CX doesn’t cost.

Customer Service 66

Customer Service Customer Journeys Trends Study 66

ClearAction

NOVEMBER 11, 2022

When you proactively retain customers, your non-customer-facing groups collaborate to prevent recurrence of prevalent issues that cause customer pain. Your Marketing team supports customer retention in balance with customer acquisition. Your resources are freed-up from value-rescuing to value-creating.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

Magellan Solutions

NOVEMBER 24, 2023

A 5% increase in customer retention can increase business profits by up to 95%! Customer satisfaction can influence customer loyalty, retention, and referrals. Moreover, it’s a lot cheaper to retain existing customers than to acquire new ones. Hear ye, hear ye!

Customer Experience 52

Customer Experience Government Multi-Channel Social Media 52

CustomerSuccessBox

FEBRUARY 17, 2022

If you’ve ever taken a Marketing 101 course, you’ve learned that retaining a customer is far more profitable than attracting new customers. The cost of acquiring new customers becomes very high very quickly. Additional Resource- Customer Retention Guide. Increases MRR.

Customer Retention 52

Customer Retention Metrics Examples B2B 52