Customer retention: 35 data-backed approaches
JUNE 23, 2016
I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience.
Customer retention strategy: Is it too late?
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. This all leads to one place: you need a customer retention strategy.
The Secret to Customer Retention
DECEMBER 16, 2014
Want to know the secret to customer retention? Probably not so different from what keeps your customers coming back, too. I don''t think I''m going out on a limb here to say: "Customer retention is paramount to acquisition!" focusing on customer retention.
15 Customer Retention Strategies for Long-Term Customer Loyalty
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. A good blog communicates to customers that you care about solving the problems in their industry.
Four Steps to Increase Customer Retention
APRIL 28, 2016
In these days of fierce competition, it’s crucial to do everything that you can to protect your customer base. The ability to retain customers is based on how well your internal operations run. Do you want better customer retention? Want better customer retention?
Should companies focus on customer acquisition or customer retention?
SEPTEMBER 6, 2014
The choice between customer acquisition and retention is a false choice. I recommend instead employing a diversified and balance customer lifecycle management approach with customer acquisition, onboarding, development and retention elements.
Can proactive customer retention efforts backfire?
MAY 2, 2015
I found this note on “When It Comes To Retaining Your Customers, Sometimes It’s Best To Leave Them Alone” very thought-provoking. Please note particularly: The research involved 65,000 customers of a South American wireless communications firm. As a result, only 6% of the customers who were not offered a plan suggestion left the supplier within the first three months after the program was launched.
24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands
JULY 29, 2016
There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. Stop trying to “satisfy” customers.
The Secrets of Customer Retention & Communication in E-Commerce
MARCH 18, 2016
Providing an excellent customer experience is one of the most important ways to improve retention and profitability in any business. A smart Customer Success strategy should always be set as a priority for any business in today’s market. Give Customers Value for Money.
Customer Retention Tactics to Keep Customers Coming Back
APRIL 10, 2017
You remember the hard work you put into finding the perfect customer. Yes, finding your first customers is incredibly difficult, but turning one-time buyers into return customers isn’t nearly as hard. 4 Main Tenets of Customer Retention.
8 Reasons why customer retention is more important than acquisition
MAY 3, 2016
Guest Post Feedback Loyalty Profit Reputation Retention WOM(Guest post written by Mark Johnson, a marketing consultant with a degree in business and a passion for helping companies achieve their ambitions.)
Six customer retention strategies that will grow your business
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. 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 – Let’s start at the very beginning
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. This is not to say that many of the various aspects of business associated with customer experience, such as loyalty and retention, were not already being practiced. This raises questions as to why marketing did not naturally evolve into what customer experience is today.
The Critical Role of Customer Support in Customer Retention and Customer Relationships
Win the Customer
SEPTEMBER 16, 2014
Competing to win customers today means not only keeping up with major brands in your industry but also staying ahead of new emerging service providers. Customer Experience Customer Service
3 Ways to Boost Your Customer Retention Rate With Service
Win the Customer
JANUARY 19, 2016
Gartner research shows that by 2018, 70 percent of business-to-business ecommerce sites will offer customers personalized features, and sites effectively using personalization will outsell competitors by 30 percent. Improve Your Customer Experience. Track Customer Satisfaction.
What makes the the worlds #1 Customer Experience brands?
MARCH 24, 2015
As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. Customer retention and loyalty CX Professionals CX Strategy # 1 Customer Experience Brands air new zealand Amazon apple bmw boden corporate attitude customer experience Disney First Direct John Lewis mercedes Starbucks
4 Companies Using Social Media Customer Service Effectively for Customer Retention and Loyalty
Win the Customer
JULY 4, 2014
Social media may never become a traditional contact channel, but it''s still an effective tool for social engagement in customer service. Communication Customer Experience Customer Service Social Technology
A ‘Fresh’ Look At Customer Retention and Loyalty (Part I)
AUGUST 20, 2016
Especially so when we get to customer-centricity, customer experience, customer loyalty… Whilst some folks can tell that Trump is talking nonsense, in the … Continue reading "A ‘Fresh’ Look At Customer Retention and Loyalty (Part I)". Customer Loyalty Uncategorized customer loyalty customer retention employee loyalty loyalty centred business strategic approach to loyalty
Customer Experience: it goes both ways… or does it?!
MARCH 28, 2017
In all honesty, my writing is very much inspired by my own experiences – either as a customer in my own right, or by interacting with the many people I have the good fortunate to interact with in practising my vocation! What do I want from my customers?
5 Ways to Engage and Understand At-Risk Customers
FEBRUARY 16, 2017
Most organizations used to lump customers into 2 simple categories: New customers and “the rest of them.” New customer acquisition is often used to gauge success – the more we gain, the better we’re doing!
What Is Customer Churn Rate and How You Can Reduce It Fast
SEPTEMBER 28, 2016
Is your customer churn rate burning a hole in your retention plan? When it comes down to it, most companies are losing far too many customers. Reichheld in the Harvard Business Review, the average company loses about half its customers in a fiver-year period.
A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)
AUGUST 26, 2016
The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. So debates about which comes first (customers, employees, investors) shows that folks lack a fundamental grasp of that which we … Continue reading "A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)". Let’s recap Part I of this conversation.
How NOT to ask for customer feedback: a shocking example from Sky TV
DECEMBER 19, 2016
Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. Two days ago, my wife was asked to participate in a Sky customer feedback survey.
CUSTOMER CULTURE: How does it drive future business performance?
AUGUST 9, 2016
I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference. They, like me, believe that the foundation of sustainable future business performance is based on a strong Customer Centric Culture.
How to Embed a Customer Experience Framework
JANUARY 17, 2017
In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework.
Customer Service; Customer Experience; Customer Centricity – what is the difference between them?
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. Customer Services is NOT Customer Experience. So what is Customer Experience?
Moving customers from “cost center” to “asset”
SEPTEMBER 8, 2016
Within my five-competency customer experience framework , I often call No. 1 — honor and manage customers as assets — the “clincher competency.” Can they contrast it with the value of lost customers? Highlight 1-2 referrals from existing customers.
Customer churn: The pipeline that shall save you
OCTOBER 6, 2016
Customer churn is bad. In a perfect utopia, all your customers would stay in the fold, retain, and refer you to other new customers. That’s the apex of a customer-driven growth engine, and it’s essentially the polar opposite of customer churn.
Customer Experience Commitment – 2016 Customer Centricity Research Findings
JUNE 14, 2016
When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. ENABLE people to have a customer focused mindset.
DELTA Vs VIRGIN – a Customer Experience Comparison by Michael Bartlett
MARCH 31, 2017
So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too! In my humble opinion, Delta absolutely owned Virgin when it came to this kind of Customer Experience.
Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call
MAY 25, 2015
I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. Conclusion – get it wrong and it will stick in a customers mind for a long time… 2. Winning back a customer IS NOT EASY!
Post-Labor Day: Kill work stress, focus on CX
SEPTEMBER 6, 2016
While companies still need to be productive and build their customer-driven growth engines, chances are a lot of your colleagues were out on vacation for chunks of the summer. How will you know if customers are responding to your organization and its products/services? For many U.S.
The customer is not always right….BUT be careful how you respond when you think they are not!
MARCH 4, 2015
Although you may not have heard of it, it is possible that the eatery will become infamous as an example of how NOT to respond to customer feedback. Communication Channels Customer retention and loyalty CX Strategy Recovery Social Media 47 King Street West 47 king street west tripadvisor customer experience customer feedback Easyjet Mike Hymanson TripAdvisor
The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience?
FEBRUARY 24, 2015
As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter. Customer Journeys Customer retention and loyalty Recovery Travel customer experience customer experience failure customer experience recovery Emirates Etihad
‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report
OCTOBER 21, 2014
‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value.
Find, Win, Keep: A simple customer centric business strategy
JULY 27, 2016
Gary’s probing went as follows: ‘What is our strategy to sustainably FIND new customers?’ Back in 1999, the concept of the ‘customer journey’ did not really exist. I would have to pay significantly more to upgrade than if I were a new customer.
Opinion or Reality? Does Customer Experience really make a difference?
FEBRUARY 16, 2015
I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […]. I am also unlikely to be the last.