Hello Customer

JANUARY 16, 2020

January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management. Customer retention or acquisition?

Customer Retention 92

Customer Retention Effort Score Fashion Study 92

CustomerSuccessBox

MARCH 8, 2022

“Customer Retention” is kind of a buzzing word for the SaaS businesses on the digital platform. And to handle the tasks pertaining to customer retention, there is a Customer retention specialist who is also named as customer loyalty specialist. How do I become a good customer retention specialist?

Customer Retention 52

Customer Retention Customers Customer Success Resources 52

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

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

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

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

InMoment XI

DECEMBER 7, 2023

Organizations that consistently keep an eye on this customer experience KPI are also better at predicting if and when a customer is at risk of churning so that they can take the next step and close the loop with at-risk customers.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

PeopleMetrics

JANUARY 18, 2022

In the short term, PeopleMetrics makes it easy to give your most important customers a white-glove experience. You can also immediately flag any customer’s negative experiences for direct outreach from your team. How the Customer Feedback Management Process Works. 5 Secrets Behind World-Class Customer Experience.

Customer Satisfaction 62

Customer Satisfaction Course Software Net Promoter Score 62

Lumoa

AUGUST 25, 2020

However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. Talking about customer retention, you possibly already know the merits of investing time and money in keeping your existing customers satisfied and hooked.

Strategy 208

Strategy Chatbots Self Service Customer Retention 208

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

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

Resources 80

Resources Customer Success Customers Customer Retention 80

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

Lumoa

OCTOBER 15, 2023

If you adapt your products or services to the needs and wishes of your customers, and fix what doesn’t work in a timely manner, you can not only enhance your customer experience, but also save you a lot of money in the long run. Your resources aren’t endless, even if the customer wish list is.

Feedback 208

Feedback Hospitality Analytics Touchpoint 208

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

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

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

Think Customers

JUNE 13, 2024

4 gold CX ROI metrics Adopt customer-centric thinking and customer-centric actions across the company, not solely in sales and marketing, but also human resources, security, product development, and finance, Hunsaker says. These four ingredients of genuine fitness have counterparts in CX. No more layoffs. Inconsequential.

ROI 52

ROI Metrics Chief Customer Officer Return on Investment 52

ClientSuccess

AUGUST 10, 2022

It’s important to realize that these are questions that nearly all customer success teams have at one point or another. Of course, you’re most likely measuring all of these metrics and dutifully tracking when a customer changes course. eBook: Ultimate Guide to Customer Success Metrics. The solution .

Customer Success 78

Customer Success NPS eBook Metrics 78

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

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

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 130

Customer Service Customer Service Training Customer Retention Training 130

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

Beyond Philosophy

NOVEMBER 9, 2023

Of course, this concept is another thing I always say, so that it feels right to me isn’t too surprising. Statistic #3: Forrester says 41% of customer-obsessed companies achieved at least a 10% revenue growth, compared to 10% of less matured companies. It cripples their customer-driven growth.

Customer Satisfaction 78

Customer Satisfaction Customer Retention Course Sales 78

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 Customers 236

InMoment XI

AUGUST 2, 2022

By dividing the market audience into smaller and more specific categories , businesses can better define who their audience is and ultimately funnel their messaging and resources into focused and effective strategies. Increased Customer Retention. This would allow the company to tune its product offering for its female audience.

Advertising 295

Advertising Transportation Groups Analytics 295

ShepHyken

AUGUST 31, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? Still, I liked this article a lot.

Customer Service 107

Customer Service Social Media Customer Service Training Infographics 107

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

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

InMoment XI

APRIL 3, 2024

The digital customer experience has become an essential part of the way that consumers navigate the marketplace. It is common for consumers to switch channels multiple times throughout the course of an interaction. Clear navigation, consistent design elements, and logical layouts contribute to ease of use.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

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 52

Customer Service Retail Course Customer Service Training 52