Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. That’s why customer retention is so vital for businesses of every stripe. Stand Behind a Social Mission.

Customer Retention 123

Customer Retention Loyalty Strategy Loyalty Programs 123

Feedbackly

SEPTEMBER 22, 2023

Here are some tips on how to select the best CX KPIs for your brand! Consider what aspects of customer experience are more critical for your brand and integrate relevant KPIs accordingly. Here, metrics like EVI®, NPS, and customer retention are essential. But do you need everything?

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. This shows the tangible, bottom-line benefits of listening to your customers.

Analysis 208

Analysis Survey Feedback How To 208

Experience Investigators by 360Connext

OCTOBER 17, 2023

And yet, leadership buy-in is a critical part of customer experience success. Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Lumoa

MAY 19, 2020

A study by Acquia found that while 82% of marketers feel that they deliver a positive customer experience, only 10% of customers agree with that sentiment. Many people in your position feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Explore options.

How To 259

How To Multi-Channel Return on Investment Strategy 259

InMoment XI

JUNE 14, 2022

For detailed information on how to calculate NPS, and what the number really means, take a look at our Net Promoter Score post. NPS is measured across six product lines, and Watermark studies the correlation between NPS and renewals. CX metrics and voice of the customer comments help technology companies do just that.

Metrics 260

Metrics Net Promoter Score Effort Score NPS 260

InMoment XI

SEPTEMBER 1, 2022

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more. That is why your customer retention efforts are so important.

Customer Retention 260

Customer Retention How To Customer Journeys Telecommunications 260

Thematic

DECEMBER 5, 2018

Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. What is customer retention? Why is customer retention important?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

GetFeedback

SEPTEMBER 13, 2018

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. After making changes to your customer’s journey based on insights from customer feedback, you’ll see a drop in churn.

Customer Journeys 247

Customer Journeys Net Promoter Score How To NPS 247

Magellan Solutions

AUGUST 17, 2020

With all the advertisements people see on the internet every day, customers can easily jump from your brand to another if you don’t have strong customer retention strategies. . To make your business thrive, you need to take care of one of the most important assets — your customers. What is Customer Retention?

Customer Retention 52

Customer Retention Strategy Loyalty Exceptional Customer Service 52

Playvox

FEBRUARY 13, 2023

But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% That makes customer retention an essential part of your financial plan — and your digital customer service strategy.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

Horizon CX

APRIL 1, 2024

The Business Case for Customer Experience Maturity The benefits of achieving higher levels of customer experience maturity are clear. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. However, despite these compelling statistics, the reality remains stark.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Joe Rawlinson

MAY 31, 2017

Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales. Studies also back up the idea that retaining customers can positively impact your bottom line. But which customer retention strategies actually work? Data-driven Strategies.

Customer Retention 98

Customer Retention Omni-Channel Strategy CRM 98

Retently

JUNE 28, 2022

By analysing the NPS feedback and tailoring your approach to specific customer segments you will have a chance to engage not only Promoters, but even Passives and Detractors to some extent. Meaningful loyalty programs not only drive customer retention by showing care towards existing customers.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

Optimove

DECEMBER 7, 2023

The easier you make the return experience for your customers, the more likely they will return and continue shopping post-holidays. Can Better Segmentation Improve Retention? Improved segmentation is key to enhancing customer retention, ensuring that tailored messages resonate more effectively with specific audience segments.

Loyalty 75

Loyalty How To Gamification Policies 75

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. What is Customer Retention?

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

Playvox

MARCH 12, 2024

Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. Personalize recognition efforts by acknowledging individual achievements and contributions.

Contact Center 78

Contact Center How To Call Center Gamification 78

CSM Magazine

MARCH 15, 2023

Whilst global trends continue to point to the user growth of Facebook, TikTok and Instagram, the trends underneath the headlines highlight significant opportunities to drive new customer acquisition, which in turn demands a targeted customer retention strategy from companies.

Customer Retention 52

Customer Retention Brands Retail Trends 52

InMoment XI

NOVEMBER 25, 2021

In the world of customer experience, predictive modelling means using data to predict the future needs, wants, and behaviours of your customers and employees. My name is Ton Luijten, and I’m a Customer Success Director for InMoment, as well as the Data Science Lead for the APAC region.

Case Study 493

Case Study eBook Exercises Customer Retention 493

GetFeedback

AUGUST 14, 2019

Invite them into the feedback loop by sharing the complaints and comments they hear from customers. For more on collecting and taking action on customer feedback, check out our free Voice of the Customer (VoC) guide. How to measure your Customer Satisfaction Score .

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Beyond Philosophy

SEPTEMBER 8, 2022

It could be increased market share, improved NPS, or higher customer retention. In this phase, you also need to get the voice of the customer and the voice of the process. First, one must establish how to measure the results. We explore the many reasons why customers do what they do—and what you should do about it.

Case Study 97

Case Study ROI Study Customer Experience 97

GetFeedback

SEPTEMBER 24, 2019

B2B marketing expert Chris Ryan of Fusion Marketing Partners advises that, instead of just dealing with problems, CX could help marketing identify highly satisfied customers and “look for chances to make heroes out of your customers.”. How to win over top management. Free Guide: How to Run a Successful VoC Program.

How To 150

How To ROI Policies Analysis 150

Comm100

DECEMBER 19, 2017

Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers. Numerous studies have shown that customers are willing to pay more money for good service. Download Now.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

Magellan Solutions

APRIL 8, 2024

But there’s a silver lining in dealing with such customers. Studies show that being able to calm them and show empathy could present a business opportunity— to make them loyal to your brand ! So, developing your ability to deal with an angry customer is essential. Active Listening This is the critical first step.

Tips 52

Tips Examples How To Customer Service Representative 52

Education Services Group

JULY 27, 2021

But my favorite way to showcase your past successes and your current abilities to the world is by telling a customer’s success story with a case study. Case studies can be some of the most powerful content because they tap into one of the most powerful methods of communicating – storytelling. Our brains love stories.

Case Study 52

Case Study Study Social Media Customer Success 52

ChurnZero

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. How to Identify a Customer Expansion Opportunity. Customer Success Around the Web.

Strategy 98

Strategy Management How To Customer Retention 98

delighted

APRIL 7, 2020

In our previous post on improving the customer experience , we went over how streamlining support and onboarding processes can help you retain customers during difficult times. In this post, we’ll focus on how to adjust your customer experience program to be appropriate for the current situation.

Customer Retention 52

Customer Retention Customer Experience How To Guidelines 52

Blake Morgan

JULY 29, 2023

One example is Lyft, which has committed to spending $300 million over the next few years on its customer-focused digital transformation. Data Alongside a push for digital experiences, CX teams need data to better understand their customers and if their customer-focused initiatives are effective.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

Kayako

MARCH 21, 2017

Every interaction we have with our customer influences whether or not they will return. Your customer has high expectations. According to the customer quotient study , technology has the third highest rating for industries where customers feel respected. Customer trust is a big part of that as well.”

Interaction 211

Interaction How To Self Service Customers 211

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. ” How will this help? Shocker, right?

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

BirdEye

NOVEMBER 30, 2021

A happy army of satisfied customers can do a lot of legwork for you, especially given that consumers value personal recommendations more than any form of advertising. In order to grow your business, retain customers, and reach your revenue goals, it’s time to start a referral rewards program. Step1 – Set your goals.

Rewards Programs 98

Rewards Programs How To Social Media Advertising 98

Kayako

MAY 11, 2017

Also, look for information related to what your target customers think about your competition. Consult company-specific case studies and product reviews, as well as industry-wide data and statistics collected by third-party companies. Providing case studies and other testimonial content from previous customers.

How To 248

How To Case Study Industry Customers 248

Lumoa

APRIL 4, 2023

Customer profiles contain details on the type of content your target audience tends to engage with and the platforms they prefer to see it on. Enhances customer retention strategies Customer retention is vital to businesses. Retaining customers is much easier when you understand their needs and preferences.

Analysis 208

Analysis Customer Retention Customer Journeys Customers 208

Bob Hayes

APRIL 29, 2018

Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your customer acquisition efforts. Increase Revenue. Improve Marketing.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

Kayako

SEPTEMBER 28, 2018

From driving sales to boosting customer experience and growing retention, live chat has arrived as a fundamentally new way to interact with and support customers. Customers and support professionals alike have taken notice. Reduce back and forth and customer frustration. Grow sales and customer retention.

Software 169

Software Ecommerce How To Social Media 169

Bob Hayes

APRIL 29, 2018

Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your customer acquisition efforts. Increase Revenue. Improve Marketing.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64