ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Here is an interesting article from the New York Times about the state of customer service.

Customer Service 193

Customer Service Upselling Sales Customer retention 193

ShepHyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Enough Already With Customer Feedback. However, there is a more important number, and that is the future sales of the customer.

Customer Service 34

Customer Service Surveys Chatbots Self service 34

C3Centricity

NOVEMBER 26, 2024

In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey. Monzo’s commitment to customer-led innovation sets it apart in a competitive landscape.

Banking 116

Banking Feedback Customer retention Marketing 116

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. What is customer retention?

Customer retention 128

Customer retention Education Brand ambassadors Marketing 128

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 293

Customer Experience Feedback Customer centricity Customer retention 293

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. The top five things you hate most about customer service by Sarah Ingrams . Here are my top five picks from last week.

Customer Service 161

Customer Service Benchmark Customer Care Finance 161

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Customer Service versus Customer Experience: Master both! For me, customer service is more than support.

Customer Service 159

Customer Service Gamification Customer retention Customer Experience 159

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Benchmark 307

Benchmark Customer retention Feedback Consulting 307

Help Scout

MAY 12, 2021

That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. What is customer retention and how is it measured? Review “lost customer” feedback.

Customer retention 117

Customer retention Finance Customer effort Analytics 117

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

CSM Magazine

NOVEMBER 12, 2024

It’s well-known that keeping an existing customer is far more cost-effective than acquiring a new one. This understanding has pushed customer retention to the forefront in many businesses today. Yet, while companies have embraced new marketing strategies, retention strategies often lag, with many relying on outdated methods.

Customer retention 59

Customer retention Analytics SaaS Metrics 59

ShepHyken

OCTOBER 8, 2021

It will make sense to send a certain number of automated emails and messages, but that shouldn’t be your main method of communicating with customers looking for solutions. . Make Note of Feedback. Receiving negative customer queries can be tough on morale and drain your energy.

Best practices 342

Best practices Customer Service Morale Feedback 342

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 106

Customer retention Upselling CRM SaaS 106

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. Customer experience is how your customers perceive their interactions with your company.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

Nicereply

OCTOBER 22, 2024

What is a feedback survey? Is it simply a strategy used to gauge customer satisfaction, or is it a means of actively involving and engaging your customers? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand.

Surveys 52

Surveys Feedback Customer retention Construction 52

Beyond Philosophy

SEPTEMBER 22, 2015

In a recent article, “ 3 Ways to Use Mobile To Your Advantage,” I discuss how Macy’s, Dick’s, and Taco Bell have embraced mobile Omni-channel approaches in unique ways to take their relationships with their Customers on-the-go to a new level. The Trader Joe’s team told her to “Have a Merry Christmas!”.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Nicereply

NOVEMBER 21, 2022

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. What is Customer Retention? Why is Customer Retention Critical for SaaS?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. This article brings that concept back.

Customer Service 126

Customer Service Consulting Consulting B2C 126

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Staying alert to negative customer feedback.

Customer retention 94

Customer retention Sales Marketing Big data 94

ShepHyken

MARCH 13, 2020

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Support 267

Customer Support Customer retention Customer Experience Management 267

ShepHyken

AUGUST 14, 2020

This week we feature an article by Rakshit Hirapara , a content marketer at PeddleWeb. He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. However, it can be interpreted in several ways.

Customer Experience 250

Customer Experience Entertainment Sales Advertising 250

ProProfs Blog

DECEMBER 6, 2019

Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road. Evolution of Customer Feedback. Customer feedback is not a new trend.

Feedback 124

Feedback Surveys Sales Benchmark 124

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. What is customer loyalty?

Customer Service 186

Customer Service Best practices Surveys Feedback 186

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. It’s about who you are as an organization and who you need to be for your customers to live their best lives. .

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

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. Incorporate customer feedback.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

ShepHyken

JANUARY 28, 2022

This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business. Customers play a crucial role in establishing the position of a business in the market.

CRM 179

CRM Sales Feedback Customer Support 179

SharpenCX

JUNE 8, 2021

If your team can’t retain customers and establish long-term relationships that last, your entire company suffers the losses. According to research out of Bain & Company , increasing your customer retention rate by just 5% can increase profits anywhere from 25 to 95%. Customer acquisition on the other hand is costly.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

Cincom

JANUARY 30, 2025

But you may have questions like: How does customer experience software work to increase retention rates, and how can you use it to create a reliable strategy? To understand this, lets dive into this article, where we will also define customer experience management and CX software along the way.

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

CSM Magazine

FEBRUARY 6, 2025

Heres why a customer service roadmap is a necessity: Improved Team Alignment: A roadmap ensures your team understands shared objectives and works toward common goals. Customer Retention: Clear strategies lead to improved experiences, encouraging repeat customers. Gather feedback from both customers and your team.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Customer retention and procurement will help to increase your bottom line.

Customer Experience 159

Customer Experience Customer retention Contact Center Customer effort 159

ShepHyken

MARCH 13, 2020

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Support 198

Customer Support Customer retention Customer Experience Management 198

ShepHyken

FEBRUARY 21, 2023

Ten years ago, I wrote an article about why delivering an amazing customer experience is important. Customers who typically receive excellent customer service from you will be more willing to provide honest feedback when there is a problem or complaint because they trust that you will fix the problem.

Customer Experience 171

Customer Experience Surveys Customer retention Customer Service 171

CSM Magazine

JANUARY 20, 2025

Tie Metrics to Customer Behavior : For instance, if session duration is high on blog articles but low on product pages, it might be a sign your product pages aren’t clear or engaging enough. Collecting and Using Customer Feedback Numbers dont tell the whole story. Do time-on-site numbers dip after a design change?

Metrics 64

Metrics Feedback Analytics Scripts 64

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.

Feedback 78

Feedback Surveys Analytics Benchmark 78

CSM Magazine

JANUARY 3, 2025

By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. Customer Feedback and Surveys Want to know how well your team connects with customers? Dont overlook unsolicited feedback, either.

Customer Support 52

Customer Support Feedback Surveys Metrics 52