Retently

JANUARY 25, 2023

It’s still challenging to prove the value of that investment as opposed to customer acquisition; however, the game is clearly changing, prompting ecommerce brands to cherish their most valuable asset – customer loyalty. Ecommerce marketing needed to evolve, prioritizing retention and customer loyalty more than ever.

Ecommerce 31

Ecommerce Loyalty Programs Advertising Loyalty 31

Magellan Solutions

SEPTEMBER 27, 2023

Stick around if you’re ready to unlock the magic of customer loyalty and reap the rewards of inbound support services. We’ll help you forge those meaningful connections and create unforgettable customer experiences. They are your customers’ first point of contact. It leads to repeat business.

Loyalty 52

Loyalty Loyalty Programs Call Center Customers 52

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 66

Customer Service Loyalty Programs Ecommerce Loyalty 66

Doing CX Right

AUGUST 23, 2020

ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. Experts agree that it can be challenging to engage your customers with your brand. It is even harder to build consistent loyalty throughout your customer base.

Loyalty 52

Loyalty Brands Social Media Competitive Advantage 52

Lumoa

FEBRUARY 2, 2023

But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. With a strategic approach, you can design an optimal customer experience that will encourage your customers to return.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Retently

MAY 15, 2024

Example of NPS Website Visitors Survey From Ecommerce companies and SaaS services to physical product businesses , customer feedback is extremely valuable. But does the newspaper method of setting up surveys on their website and surveying people before they become customers work?

Net Promoter Score 78

Net Promoter Score NPS Effort Score Ecommerce 78

Feedbackly

SEPTEMBER 22, 2023

Consider what aspects of customer experience are more critical for your brand and integrate relevant KPIs accordingly. For example, a small business may consider survival as its primary objective and may intensively focus on customer retention and loyalty to establish itself.

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable. Customer churn is triggered by high effort.

Survey 164

Survey Customer Service Social Media Telecommunications 164

Happy or Not

JULY 18, 2023

Or maybe you understand the importance of the digital transformation and want to get one step ahead of your competition to bring your customers exactly what they’re looking for when they need it the most. Wherever the reason is, we have the answers, and in this article, we’ll cover: What is the online shopping experience?

Ecommerce 36

Ecommerce Customer Experience Social Media How To 36

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

Self Service 68

Self Service Customer Service Social Media Ecommerce 68

Optimove

JANUARY 6, 2022

This is not the case with most “customer loyalty” initiatives. But, in a digital-first, eCommerce-led world, the truth is that the Acquisition VS Retention dilemma should be a top priority for every business. And Retention should be punching way above its historical weight. This math does not break, by the way.

Loyalty Programs 98

Loyalty Programs Ecommerce Advertising Loyalty 98

ProProfs Chat

MAY 24, 2019

You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. Now you need to focus on delivering a good customer service experience that will prompt your visitors to keep coming back for future purchases.

Ecommerce 100

Ecommerce Social Media e-support Customer Retention 100

Kayako

APRIL 1, 2022

Every eCommerce company juggles the balance of where to prioritize resources and drive revenue. Good customer service is the number one quality customers seek from eCommerce companies. Customer experience is the key brand differentiator that drives sales and grows customer loyalty.

Ecommerce 225

Ecommerce Customer Satisfaction Trends Omni-Channel 225

ShepHyken

FEBRUARY 26, 2023

Therefore, optimizing the call center experience should be a top priority for companies that want to improve customer satisfaction and loyalty. My Comment: Let’s kick off this week’s Top Five roundup with an article focused on the customer support center. My short answer is not to change anything that the customer would notice.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. Survey all customers, not just top spenders. Factors that impact NPS in Ecommerce.

Net Promoter Score 148

Net Promoter Score Ecommerce Tips NPS 148

Retently

APRIL 5, 2024

Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. Enhancing the In-Store Journey A customer’s journey within a store is like a combo of senses and choices carefully designed to create a lasting impression of your brand.

Retail 78

Retail Engagement Strategy Customer Experience 78

Kayako

JANUARY 3, 2019

This is why it’s so important to have a strong customer experience strategy. If, for some reason, CX hasn’t been on your radar until now, you should consider implementing it as part of your bigger customer retention strategy. Luckily for you, it’s not too late to start.

Trends 156

Trends Customer Experience Ecommerce Analytics 156

ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. My Comment: If you think that customer loyalty programs are about discounts and points, think again. True loyalty programs make customers feel special and connected to the company.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

Optimove

JANUARY 6, 2022

This is not the case with most “customer loyalty” initiatives. But, in a digital-first, eCommerce-led world, the truth is that the Acquisition VS Retention dilemma should be a top priority for every business. And Retention should be punching way above its historical weight. This math does not break, by the way.

Loyalty Programs 40

Loyalty Programs Ecommerce Advertising Loyalty 40

SurveySparrow

JUNE 28, 2023

It offers a unique, tailored experience that goes beyond a transaction, making customers feel valued and understood. By tapping into individual preferences and needs, personalization enhances customer satisfaction and boosts loyalty, influencing repeat business. Thereby enhancing customer satisfaction and loyalty.

Industry 52

Industry Tips Customer Experience Healthcare 52

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer Retention 21

Customer Retention Strategy e-support Social Media 21

BirdEye

APRIL 17, 2023

Subscription business models usually have a stronger handle on customer acquisition channels, consumer behavior, and work with their loyal customers to understand demand patterns. If you are an eCommerce business dealing with high demand fluctuations, subscriptions can help you forecast your demands and inventory accurately.

Customer Retention 98

Customer Retention Consumers Strategy Tips 98

Kayako

JANUARY 3, 2019

This is why it’s so important to have a strong customer experience strategy. If, for some reason, CX hasn’t been on your radar until now, you should consider implementing it as part of your bigger customer retention strategy. Luckily for you, it’s not too late to start.

Trends 120

Trends Customer Experience Ecommerce Analytics 120

Kayako

OCTOBER 18, 2017

Boost loyalty. Even before a customer has purchased from you, the support channels you offer can have a big impact on the likelihood of conversion. Businesses that offer live chat are seen as more approachable, helpful, and customer-centric. Live chat drives loyalty. The results tell us that live chat can: Increase sales.

Customer Engagement 132

Customer Engagement Engagement Ecommerce Consumers 132

BirdEye

MAY 30, 2023

It’s a helpdesk and feedback software with a full suite of tools for managing, collecting, and responding to customers’ feedback. GetFeedback GetFeedback lets you gather valuable insights needed to improve customer retention, enhance the adoption of products or services, encourage customer loyalty, and win back churned customers.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

CustomerSuccessBox

MARCH 2, 2022

Overview of the Customer Success Software market: The businesses in this sector are growing due to the personalized solutions they bring for serving the customers. Where customer retention and customer satisfaction are the crucial factors they work upon.

Software 52

Software Customer Success Marketing Transportation 52

Retently

FEBRUARY 20, 2023

In a highly competitive environment, assessing the success of a DTC brand just by checking the revenue and customer lifetime value is not enough. Predicting customer behavior and future growth is essential, and multiple methodologies are available to achieve this. RFM and NPS are widely used in ecommerce for these purposes.

Ecommerce 156

Ecommerce NPS Effort Score Analysis 156

Oracle

FEBRUARY 4, 2020

Some major ecommerce brands are reportedly experimenting with technology that would allow customers to do just that, and link their credit information to their palm prints so they can pay by hand via kiosks located in local businesses. For all the benefits these technologies provide, there are security concerns.

Customer Experience 78

Customer Experience Ecommerce Banking Consumers 78

NetBase

MARCH 4, 2019

Savvy brands are building relationships with consumers online, instead of just creating ads for them, as it increases overall, long-term customer satisfaction, loyalty, and sales, not to mention significantly reduces costs associated with lead generation, customer retention, research and ecommerce.

Report 89

Report Social Media Advertising Ecommerce 89

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Why customer trust is important for brand loyalty.

Interaction 211

Interaction How To Self Service Customers 211

ProProfs Chat

APRIL 26, 2019

Various eCommerce businesses that have been successful for many years worked endlessly to get to the top. Several eCommerce brands have found their own method of attaining success. Starting referral programs that boost loyalty. Importance of Effective Customer Service in eCommerce Business. Customer Loyalty.

Ecommerce 45

Ecommerce Software Customers Exceptional Customer Service 45

Retently

APRIL 18, 2024

Key Takeaways In-app NPS surveys are essential tools for gathering real-time customer feedback , improving satisfaction, loyalty, and engagement, and providing actionable insights for product development in digital-centric companies. For example, after a seamless checkout process in an ecommerce app. Let’s get started.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

GlowTouch

NOVEMBER 6, 2020

Customer service demands always increase during the holiday buying season, and the way this year has played out presents an even bigger challenge. Demand for customer care skyrocketed during the first two quarters of the year when eCommerce is relatively tame. The time to prep, the time is now. Is your brand aware of how?

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

SurveySensum

JANUARY 18, 2024

Automate Triggered Campaigns Automating triggered campaigns through SMS involves setting up messages based on specific customer actions, appointments, bookings, order confirmations, or loyalty program updates. Your yoga class is confirmed for tomorrow at 10 AM. Your yoga class is confirmed for tomorrow at 10 AM.

Marketing 52

Marketing Fashion Customer Journeys Return on Investment 52

delighted

JULY 27, 2022

The importance of customer referrals. Word-of-mouth marketing has helped stables of tech unicorns like Airbnb and Dropbox as well as leading ecommerce brands like Casper achieve stratospheric growth. For all of these reasons, customer referral programs can be a worthwhile investment. Let’s walk through why.

Ecommerce 52

Ecommerce Advertising Return on Investment Customers 52

BirdEye

JULY 24, 2023

Customer feedback analysis takes all your customer support tickets, sorts them by type of question, and determines what questions are being asked most. By analyzing customer feedback, you can identify areas of improvement, address issues, and enhance customer satisfaction, ultimately leading to increased loyalty and business success.

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

CSM Magazine

DECEMBER 22, 2017

Suddenly, you’re faced with not just being an entrepreneur, but a customer outreach and service agent? It’s really amplified eCommerce , it’s brought a world of information to everyone (not just academics), and more than that, it’s presented all of us with choices. Yes, loyalty. Why Engage?

Connections 40

Connections Ecommerce Social Media Advertising 40