Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. If you can automate outbound messages, why not convert and engage more? This post is the second of two that are based on our Omnichannel white paper.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. Here are five best practices to keep customers happy and loyal: 1.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Education Services Group

MAY 11, 2018

Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. One case study showed that even just a minor increase in human-touch engagement resulted in increased customer software subscription renewals.

Customer Success 40

Customer Success Engagement Customer Journeys Case Study 40

Education Services Group

JULY 30, 2018

Begin with three simple questions: Which customers are scheduled to renew this quarter? How many are currently engaged in a strategy to keep their accounts? Download our white paper, Success Through Segmentation. Level of on-boarding engagement. Check out this white paper to learn more about that.)

Comparison 53

Comparison Analysis Metrics Customer Success 53

SmartKarrot

APRIL 22, 2022

However, customer acquisition is something that demands focus! Customer retention is a particularly important concept where businesses use different strategies to retain their existing customers. B2B companies will have to bank on customer retention as a key strategy to achieve long-term growth.

Customer Retention 10

Customer Retention B2B Strategy Rewards Programs 10

Education Services Group

FEBRUARY 1, 2023

It’s all a bit like the stage of business transformation when the CS organization is transitioning from a support-driven organization reactive to the needs of the customer to a success-driven organization that is proactively engaging with customers and one step ahead of their customer’s next steps.

Effort Score 52

Effort Score Customer Success Metrics Hotels 52

Customers That Stick

SEPTEMBER 18, 2014

It’s equally important to continually evolve their own loyalty programs to align with the changing behavioral trends and technology that Millennials engage with, to ensure that loyalty program members don’t leave as quickly as they were acquired. A white paper compiled by PunchTab indicates that many Millennials shop online daily.).

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

Totango

AUGUST 23, 2022

Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. White papers. Customer Success Communities. 8 Types of Customer Journey Touchpoints for B2B SaaS Clients. Improved experiences deliver better outcomes for customers and higher satisfaction. Video chat.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

Hallmark Business Connections

AUGUST 11, 2021

Print pieces have permanence and materiality that allow audiences to engage differently than they would with digital content. Keep in mind that companies with strong omnichannel approaches have an average customer retention rate of 89% , while companies with weak omnichannel engagement retain only 33% of their consumers.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Ready to embark on the customer-mapping journey?

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Customer retention could generally be traced down to customer satisfaction.

Advertising 63

Advertising Customer Retention Customers Customer Journeys 63

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

NobelBiz

FEBRUARY 13, 2024

It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. These features range from managing calls to analyzing customer data. NobelBiz’s IVR technology is designed with both the customer and the business in mind.

Call Center 59

Call Center Self Service Software Contact Center 59

Bold360

DECEMBER 22, 2016

But had the experience been engaging, the bot might have found a way to draw her in nonetheless. It took less than a minute with my daughter to remind me about the importance of balance among content, value, and customer experience to ensure that people find the information they are seeking and stick around long enough to use it.

Self Service 40

Self Service Customer Retention Feedback Engagement 40

Education Services Group

MAY 25, 2018

the first roadblocks to embracing ES: Make assumptions about customer capacity for absorbing knowledge. In our experience, engaging customers with proper training can be a game-changer. And that’s a revelation that must remain present throughout the customer journey. 2x the rate of engagement. Still doubtful?

Customer Success 45

Customer Success Customer Journeys Return on Investment Strategy 45

Beyond Philosophy

SEPTEMBER 6, 2016

Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.” showed that 80% of companies spend too much of their marketing budget on customer acquisition.

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Proactive, personalized – even anticipatory – service that exceeds expectations, two-way communication, and engagement help bond the customer to the supplier.

Consulting 60

Consulting Loyalty Advertising Analysis 60

Beyond Philosophy

MAY 14, 2015

Goodness knows you have several examples of what happens when an organization violates the trust of the Customers’ it serves ( Target, General Mills ). Colin is an international author of four bestselling books and an engaging keynote speaker. However, you can violate the trust in ways other than a data breach or poor policy decision.

Self Service 60

Self Service Exercises Analysis Call Center 60

One Millimeter Mindset

APRIL 10, 2019

Especially to right brain professionals who count on being likable and personally engaging to influence decision making. Learn more by downloading my white paper: New Strategies for Selling to Skeptical Technical Decision Makers by clicking on this LINK. Also, terrifying. Why move one millimeter outside of what is comfortable?

Customer Retention 13

Customer Retention Employee Experience Communication Connections 13

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Currently, she also serves as an executive member in the CXPA (Customer Experience Professionals Association). Annette Franz, CEO, and Founder, CX Journey Inc.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Qualtrics

MARCH 2, 2021

There’s an undeniable link between employee experience and customer experience. Happier employees go on to provide better support to customers, who have a better experience overall. According to Gallup , highly engaged workplaces saw a 10% increase in customer ratings and a 20% increase in sales. We just don't just talk.

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

Uniphore

JANUARY 4, 2022

White Papers. How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Conversational AI Platform. U-Self Serve.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

CSM Magazine

OCTOBER 16, 2020

It is not enough to attract new customers to your services. Customer retention is even more important than customer acquisition. More than that, customer retention is the best form of marketing. To build trust, engagement, and loyalty, financial institutions need to provide clients with the right content.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

Education Services Group

APRIL 25, 2021

Or, you might be squarely in the Operationalize phase but still have to work to do on your customer segmentation or engagement models. As a Customer Success leader, you’re probably working on all of these capabilities all of the time. Email automation can keep your customers engaged and eliminate repetitive CSM tasks.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

inQuba

JANUARY 10, 2019

Digitization has changed the business environment leaving customers in control of who they choose to do business with. As a result executives are faced with decreasing retention rates, and acquiring new customers can cost up to 25% more than retaining existing customers. Want to read the rest of the 2019 white paper?

Management 40

Management Customer Retention Customer Journeys Interaction 40

One Millimeter Mindset

JANUARY 28, 2019

Download my white paper “New Strategies for Selling to Skeptical Technical Decision Makers” by clicking on this link. . Engage me to deliver one of my speaking programs or workshops for a refreshing change from the same-old stuff. Babette Ten Haken is a professional speaker specializing in customer retention.

Guidelines 73

Guidelines Roadmap Customer Retention Communication 73

ChurnZero

SEPTEMBER 30, 2021

It is an opportunity for you to engage with the client in a way that they want to engage with your product, and that’s more self-service. I did find the one that Chris Hicken wrote from NuffSaid that said really valuable, probably the most robust white paper, on CS Operations. It is an enablement touch.

Customer Success 52

Customer Success How To Effort Score Sales 52

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Better Customer Retention.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Bold360

NOVEMBER 30, 2016

If you’ve spent any time on the web reading the latest insights on customer service and marketing, you’ve likely heard a lot of chatter about chat bots. Aside from chat bots being all the rage, they’re incredibly useful tools for businesses that need to keep pace with the latest advancements in customer support.

Chatbots 40

Chatbots Strategy Self Service ROI 40

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. With the fame came a wave of social media engagement. Engage with Millennials. Reduce Churn Rate.

Social Media 122

Social Media Customer Service Customer Care Feedback 122

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. Customer service agents can refer to the knowledge base during calls so that customers receive consistent information, regardless of how they engage.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62