ShepHyken

MARCH 13, 2017

But the reality many of us customer service leaders know all too well is that this type of service can be inconsistent at best. Here are a few common scenarios I’ve been privy to over the course of my career. My Comment: Jeremy Watkin lives and breathes customer service.

Customer Service 239

Customer Service Best practices Customer retention Customer Support 239

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is a guest blog post by Anita Toth, Chief Churn Crusher. .

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. 5 Ways to Enhance Customer Experience. Consumer research. Marketplace data.

Customer Experience 302

Customer Experience Feedback Customer centricity Customer retention 302

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Make Onboarding Easy.

Customer retention 88

Customer retention Journey mapping SaaS Benchmark 88

ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Customer Lifetime Value.

Customer retention 66

Customer retention Metrics Upselling Best practices 66

ShepHyken

JANUARY 28, 2024

What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. Tricia Cleppe-Fortier explores Disney’s desire paths, and how they can be adopted to enhance the customer journey and experience. Consider these results from companies in the top quartile of the CX index. It pays!

Customer Service 188

Customer Service Consulting Consulting Customer Experience 188

CustomerSuccessBox

MARCH 25, 2022

Then while considering customer acquisition cost (CAC) why miss out on customer retention cost (CRC)? They both are of equal significance and when the matter is to retain your loyal customers to have repeat business with you, this metric needs a bit of attention as well. About customer retention cost.

Customer retention 52

Customer retention Metrics Sales SaaS 52

CustomerSuccessBox

MARCH 8, 2022

“Customer Retention” is kind of a buzzing word for the SaaS businesses on the digital platform. And to handle the tasks pertaining to customer retention, there is a Customer retention specialist who is also named as customer loyalty specialist. How do I become a good customer retention specialist?

Customer retention 52

Customer retention Accountability SaaS Education 52

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

ProProfs Blog

DECEMBER 12, 2019

When a business strives to improve help desk performance by incorporating various help desk tips and tricks, it creates scope for increased sales, high customer satisfaction , and enhanced customer retention. Own the Customer’s Case. And of course, use the right combination of help desk tips and tricks.

Wait times 143

Wait times Metrics Self service Feedback 143

Quality Contact Solutions

SEPTEMBER 21, 2021

If customer retention is not at the forefront of your business’s strategic plan, it should be. Did you know that retaining existing customers is far more cost-effective than acquiring new ones? In this article, we’ll cover 5 ways to retain customers.

Customer retention 105

Customer retention call center professionals outsourcing Sales 105

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Best practices 127

Best practices Customer retention Metrics Enterprise 127

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. Rather than, an Account Manager who at month nine or month ten reaches out, really just in time for the renewal, and all they do is ask you for more money with an upsell. Who would you rather buy from?

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Amity

FEBRUARY 23, 2016

Of course, as we learned in The Odyssey, journeys aren’t always a walk in the park; they can be arduous. It seems as if some companies are unknowingly setting up roadblocks for customers to painfully plow through or take a lot of time to go around. Well, it is, according to far too many companies.

Entertainment 63

Entertainment Customer retention Accountability Technology 63

Nicereply

MARCH 23, 2023

Customer retention is an important topic for all departments to understand. Typically the onus to renew a customer is on account or success managers, but all aspects of the customer journey contribute to retention. There’s a time and place for both approaches, of course! Craig: That is shocking!

Customer retention 52

Customer retention B2B B2C Benchmark 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. There is a 13 percentage point increase in median YoY product subscription growth rate when training is included in a Customer Success package.

Education 98

Education Benchmark Customer retention Metrics 98

ProProfs Blog

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. 5: Customer Satisfaction Score. #6:

Metrics 142

Metrics Customer retention SaaS Surveys 142

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JivoChat

JULY 20, 2021

People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when.

Customer retention 52

Customer retention Gamification Education Self service 52

CSM Practice

DECEMBER 8, 2019

At the same time, a 5% increase in customer retention rates can increase profits by up to 95%. Why Do Customers Churn? Understanding the numerous reasons for customer churn enables SaaS business to conduct better churn analysis, mitigate churn, increase customer retention, and consequently increase revenue.

SaaS 88

SaaS Customer retention Accountability Feedback 88

CSM Magazine

APRIL 15, 2020

When it comes to loyal customers, make sure to offer them special coupons or offers tailored just for them. Of course, offering a “thank you” note and asking for feedback should be an approach used for every customer. This method is more effective than making predictions by using general demographic information.

Customer retention 52

Customer retention Advertising Finance Feedback 52

Nicereply

MAY 1, 2023

To maintain long-term customer loyalty, it is important to build a relationship that can generate repeat business and positive word-of-mouth. It’s cheaper to retain customers than it is to acquire new ones , so companies should make customer loyalty a priority. Of course, not everyone knows this.

Customer retention 59

Customer retention Feedback Customer centricity Chatbots 59

Totango

DECEMBER 15, 2020

This directly impacts your revenue by affecting your customer lifetime value (CLTV). Your CLTV projects how much your average customer can be expected to spend with you over the course of your relationship with them. Repeat business will increase your CLTV, while customer churn will decrease it.

Best practices 115

Best practices Accountability Personalization Technology 115

ClientSuccess

AUGUST 10, 2022

It’s important to realize that these are questions that nearly all customer success teams have at one point or another. Of course, you’re most likely measuring all of these metrics and dutifully tracking when a customer changes course. Customer contact engagement. Customer sentiment and account health.

Metrics 78

Metrics SaaS Customer retention Accountability 78

ClearAction

FEBRUARY 27, 2016

As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with. Customer Retention Begins with Trust.

Marketing 98

Marketing Strategic Value Metrics Enterprise 98

Fonolo

SEPTEMBER 28, 2022

An after-call survey is a series of questions requesting customer feedback right after an interaction. The value is in the timing—customers will give the most accurate accounts of their service experiences shortly after they’ve happened. Of course, you should still use other KPIs to improve your call center.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

ChurnZero

DECEMBER 6, 2021

Acquiring new customers can be markedly more expensive than retaining existing ones. That’s why performing a customer churn analysis can be powerful in the endeavor to increase customer retention. We dive into seven steps for a successful customer churn analysis. . What is Customer Churn Rate ?

Customer retention 98

Customer retention SaaS Feedback Benchmark 98

Lumoa

AUGUST 25, 2020

However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. Talking about customer retention, you possibly already know the merits of investing time and money in keeping your existing customers satisfied and hooked.

Chatbots 78

Chatbots Customer retention Advertising Marketing 78

Integrity Solutions

OCTOBER 5, 2022

And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits. Leaders know that customer expectations are higher than ever. Remember that stat about the value of customer retention? We’re all individuals.

Customer Service 85

Customer Service Coaching Scripts Customer retention 85

Totango

SEPTEMBER 6, 2022

A review typically includes a discussion of how well you’ve been meeting your customer’s goals since your last QBR and what new objectives and strategies your customer wants to pursue in the future. The course of a QBR may cover: A review of previous goals and current performance. What Makes a Great QBR?

SaaS 110

SaaS Technical Support Benchmark Accountability 110

ProProfs Blog

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. Watch & Learn: How to Create an Online Training Course.

Customer Service 128

Customer Service Customer Support Education Feedback 128

Fonolo

APRIL 25, 2019

It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers. And now we are compelled to share them with you, too.

Airlines 104

Airlines Customer Service Contact Center Accountability 104

ijgolding

DECEMBER 3, 2014

Over the last few months, I have had a number of conversations with people in my networks about the challenges being faced by the traditional professions – predominantly law and accountancy. You can guess what my answer is going to be…… of course it is! What the legal profession desperately needs is DISRUPTION!

Customer centricity 90

Customer centricity Customer Experience Customer retention Sales 90