ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. by Mindi Rosser. Follow on Twitter: @Hyken.

Customer Service 149

Customer Service Self service Customer retention B2B 149

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

Self service 402

Self service Best practices Customer Experience Call Center 402

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. Qualtrics, 2022) 32 is the Net Promoter Score of the Net Promoter System.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

OCTOBER 13, 2017

Consider your brand values and brainstorm every possible customer action that you could reward, and show customers you care. Did you catch Intelligence Report 2017? Rewards programs should be visible on each channel that a brand is already on, and continually seek to incorporate new channels, where their customers already are.

Customer centricity 189

Customer centricity Customer retention Technology Personalization 189

ShepHyken

AUGUST 14, 2020

In 2017, insurance firm John Hancock offered Apple Watch to its life insurance policyholders at a discounted rate. He holds spectacular skills in digital marketing, branding, lead generation, customer retention, and a few more. Becoming a partner in every consumer’s life.

Customer Experience 254

Customer Experience Entertainment Sales Advertising 254

Verint

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday.

Customer retention 36

Customer retention Engineering Coaching Sales 36

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8

Contact Center 48

Contact Center Customer retention Self service Analytics 48

ShepHyken

NOVEMBER 29, 2021

Best New Customer Experience and Design Books – 2021 List by Ricardo Saltz Gulko. Eglobalis) Here are the best twelve books for generating business growth of 2021 that I read and can highly recommend to you, as we have been doing since 2017 with our yearly lists. My Comment: I’m proud, honored, and flattered to have made another list.

Customer Service 225

Customer Service Chatbots B2C B2B 225

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Omnichannel isn’t just a buzzword; de facto, it is one of the customer service trends which are here to stay.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

The Northridge Group

OCTOBER 17, 2017

Poor customer service doesn’t just impact the consumer; it also can hinder your brand.

Customer Service 80

Customer Service Customer retention Customer Experience 80

UJET

FEBRUARY 15, 2018

In 2017, we saw some of today's biggest companies face major customer support challenges, most of which could have been avoided had they implemented the right technologies and processes.

Customer retention 77

Customer retention Customer Support Technology Customer Service 77

Provide Support

SEPTEMBER 6, 2017

By delivering great customer support on social media, you can truly build stronger relationships with customers and improve customer loyalty. In fact, according to Aberdeen, companies that have a well-crafted social customer service approach experience 92% customer retention.(.). Read more.

Customer Service 70

Customer Service Customer retention Customer Support Customer Care 70

Influitive

FEBRUARY 16, 2017

In the hyper-competitive world of SaaS products, building relationships with your existing customers is just as important as acquiring new ones—if not more so, since your customers can easily jump from one product to the next if they aren’t satisfied.

Marketing 61

Marketing B2B SaaS Sales 61

TechSee

APRIL 16, 2019

Proactive assistance is the practice of identifying and resolving customer issues before they become problems. Taking the initiative in support processes could increase customer retention rates by 3-5% with consumers generally positive toward proactive service. And they appreciate that.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Fonolo

MAY 10, 2018

It’s no wonder, then, that the company plays generous host to a resourceful blog emphasizing all things customer service. Customer retention, agent management, and the intertwining of quality assurance and customer experience are some of the major themes up for grabs, largely from captivating author Jade Longelin.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. With a good customer service recovery process in place, your company can: Increase the number of loyal customers substantially.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

Provide Support

MAY 2, 2017

Furthermore, it reportedly costs six to seven times more to attract a new customer than to keep an existing one. The way to amass these all-important happy customers, then, is to focus on customer retention by improving your customer service. © 2003 - 2017 Provide Support LLC. Read more.

Customer Service 56

Customer Service Customer retention 56

Fonolo

OCTOBER 4, 2018

As history shows us with the Ford legacy, forward-thinking businesses with inspiration as a core part of their mandates yield inspired workforce, higher employee productivity, and increased customer loyalty. These swift customer support solutions make a good impression and go a long way in making customers stick with your brand.

industry standards 101

industry standards Interactive Voice Response Service level Customer retention 101

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

Amity

JANUARY 23, 2017

No matter your industry, your customer’s vertical, or whether you have a product or service, the motto of treating every customer as a subscriber instead of just another account will force you to focus on their success above all else—resulting in loyal customers who are die-hard brand advocates.

Upselling 85

Upselling Self service Customer retention Accountability 85

LiveChat

NOVEMBER 7, 2016

Businesses can no longer not offer customer service or they would face defeat on the market. Gartner reports that by the end of 2016 89% of businesses will compete mainly on customer service and that by 2017 50% of investments in consumer products will be shifted to improving customer experience.

Customer Service 68

Customer Service Customer retention Feedback Sales 68

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Between 2017 and 2022, the venture capital & principal trading market in the US grew at an annualized rate of more than 11%. The pandemic.

Education 98

Education SaaS Customer centricity Customer retention 98

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. billion worldwide by 2025, with a CAGR of 22.9

Technology 122

Technology Customer Service Gamification Contact Center 122

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application.

Analytics 48

Analytics Customer retention Banking Customer centricity 48

Aspect

SEPTEMBER 29, 2017

If there is one overriding theme throughout 2017 for Aspect it has been customer engagement. Customer engagement flows through everything we do: from every customer conversation through to every enhancement we make to our products to achieve the ultimate goal of improved customer satisfaction.

Enterprise 66

Enterprise Self service Customer retention Technology 66

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. “It’s every contact the customer has with your people, your product, and the way it is delivered.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Fonolo

JANUARY 20, 2022

In other words, customer loyalty has a direct impact on your business revenue. To maintain their loyalty, your contact center must provide customers with quick resolutions and exceptional experiences. FACT: A 5% percent increase in customer retention can translate to a 10% increase in profits, according to Bain&Co.

Contact Center 81

Contact Center industry standards Interactive Voice Response Call Center 81

The Center for Client Retention

OCTOBER 4, 2017

Now, salespeople not only have to be experts at selling, but experts at customer service as well. Here are several reasons why it’s important to have sales associates who are capable of helping customers when necessary. Customer retention becomes more controllable.

Sales 96

Sales Customer Service Customer retention Customer Experience 96

C3Centricity

DECEMBER 3, 2018

(Source: RightNow Customer Experience Impact Report). By 2020, customer experience will overtake price and product as the key brand differentiator. Source: Customers 2020 Report). A 10% increase in customer retention levels result in a 30% increase in the value of the company. in 2017, down from a 2.2%

Big data 87

Big data B2C Marketing Airlines 87

The Petrova Experience

DECEMBER 20, 2022

The commitment to good (for customers and the community) requires risk. And one that has earned them returns, both in terms of revenue and customer retention. Citi Makes Customers’ Financial Lives Easier at Their Own Expense. Ultimately, this strategy drove stock prices up to $70 per share by 2017.

Customer Experience 98

Customer Experience Banking Wireless Customer centricity 98

Return Customer

JULY 25, 2018

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers.

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

ProProfs Blog

JANUARY 7, 2022

Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. Another way to calculate CSAT is the percentage of happy respondents i.e., customers with scores 4 and 5 on a scale of 1-5. Customer Retention Rate. How to Calculate CSAT Score.

Marketing 78

Marketing Surveys Customer retention Metrics 78

Hello Customer

SEPTEMBER 11, 2020

And satisfied customers make you money, whereas disgruntled customers will churn. According to Heskett , dissatisfied customers register a 30% higher intent to leave than satisfied customers. Mistake #2: Cutting down on agents.

Customer Service 76

Customer Service Interactive Voice Response Wait times Chatbots 76

Toister Performance Solutions

APRIL 19, 2018

Smart customer service leaders should either fix their broken surveys or stop doing them altogether. Customer Service Survey Drawbacks A 2017 study from Customer Thermometer asked 1,000 customers to give their opinions on surveys by, you guessed it, surveying them. For instance: Can you improve customer retention?

Surveys 48

Surveys Airlines Advertising Customer retention 48

Amity

JANUARY 25, 2017

The quora topic “ Customer Success ” has over 2,000 followers - it’s the place to go to get answers to almost any question you might have about Customer Success strategies, best practices, and challenges. LinkedIn Data Reveals the Most Promising Jobs of 2017. • Slack Communities.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56