ShepHyken

MARCH 13, 2017

This article is focused on social media customer service – responding to customers’ posts on social media channels like Twitter and Facebook. The example in this article will make you laugh. A great example of how you can have fun with your customers and “humanize” your customer service.

Customer Service 234

Customer Service Best practices Customer retention Customer Support 234

Totango

JUNE 24, 2022

You’re not only obliged to deliver high value with superior service, but you also need to deliver a smooth, no-hassle digital experience to keep customers happy. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. Start with a SaaS Customer Journey Map.

Best practices 109

Best practices SaaS Journey mapping B2C 109

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Work Cross-Functionally During SaaS Customer Onboarding.

Best practices 98

Best practices SaaS Metrics Upselling 98

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Establishing Customer Status and Goals.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

Totango

OCTOBER 25, 2022

Customer success job titles for the same functions also may vary from one company’s customer success department structure to another. . How to Structure a Customer Success Team: Four Best Practices. Customer success organizations will enjoy an optimal performance by following some established best practices.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

Totango

FEBRUARY 9, 2022

Contract renewal is the stage in your SaaS customer’s lifecycle where they decide whether or not to extend a subscription that is about to expire. The start of the renewal phase depends on the length of your customer’s contract as well as your policy. Automated procedures also may be set up to reach out to customers who fail to renew.

Customer retention 100

Customer retention SaaS Best practices Upselling 100

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Parature is a research and advisory firm specializing in communicating service-centric best practices. It is also, for some Customers, why they will pay more for your goods or services.

Self service 402

Self service Best practices Customer Experience Call Center 402

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? On its face, Voice of the Customer (VoC) refers to just what it sounds like: what your customers have to say.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

GetFeedback

OCTOBER 22, 2018

When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. Here are two very effective (and often overlooked) ways to predict customer retention.

Customer retention 90

Customer retention Surveys Customer effort Best practices 90

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. For example: How likely is it that you would recommend the Acme Company to a friend or colleague?

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. For example: How likely is it that you would recommend the Acme Company to a friend or colleague?

Best practices 102

Best practices Surveys Upselling Journey mapping 102

TeleDirect

DECEMBER 24, 2024

In this comprehensive guide, we’ll explore why outsourcing customer support is a smart strategy for businesses of all sizes, highlighting its benefits, applications, and best practices. Best Practices for Outsourcing Customer Support To maximize the benefits of outsourcing, businesses should follow these best practices: 1.

outsourcing 62

outsourcing Customer Support Technical Support Healthcare 62

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. For example: How likely is it that you would recommend the Acme Company to a friend or colleague?

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Outsource Consultants

JANUARY 16, 2025

It’s not just about monitoring calls; it’s about continuously improving every customer interaction. This guide will walk you through the essential steps to create and maintain a top-notch QA program that aligns with your business goals and exceeds customer expectations. Additionally, involve customers in defining quality.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

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.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

ProProfs Blog

SEPTEMBER 17, 2021

In the next section, let’s understand some employee experience best practices. For example, a newly hired employee looks forward to the employee training and onboarding aspects. For example, understanding employees’ time on productive tasks becomes possible with time tracking tools like Desktime App.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

ShepHyken

MAY 20, 2022

A 5% increase in customer retention increases profits by 25-95%. It’s estimated that new customers cost five times more than loyal customers. Good customer service is a strong pillar of customer loyalty. These customers come back to you again and again. Example of NPS survey by Nicereply .

Customer Service 196

Customer Service Best practices Surveys Feedback 196

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. You can also inform them of their increased vulnerability.

Call Center 345

Call Center Contact Center Finance Consulting 345

Nicereply

JULY 31, 2023

Now, there’s no right or wrong approach to customer satisfaction survey questions — it all depends on what you’re trying to understand. That’s why we’ve pulled together this list of essential customer satisfaction survey question examples that you can easily copy or adapt based on your goals. Use clear and concise language 2.

Surveys 98

Surveys Feedback Customer Support Wireless 98

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. Revenue Churn Rate.

Customer retention 66

Customer retention Metrics Upselling Best practices 66

JustCall

FEBRUARY 24, 2025

For example, a non-agentic AI might suggest an email response based on your past messages, but an agentic AI could draft the email, send it, and follow up if theres no reply all without you lifting a finger. For example: Chatbots that follow scripts (If the customer asks about refunds, show the return policy).

Healthcare 40

Healthcare Chatbots Real estate Scripts 40

OctopusTech

JULY 21, 2023

However, without any appropriate strategies for customer master data management, this wealth of information will always be unused. For example – How long a user was on your website before making any purchase can be counted in the customer data. Do you gather dates in the MM/DD/YYYY format or the DD/MM/YYYY format?

Best practices 62

Best practices Management Upselling Sales 62

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

Customer Service 35

Customer Service Customer retention Best practices Customer Experience 35

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. For example, you may choose to only activate onboarding alerts for clients with a tenure of less than 90 days.

Best practices 72

Best practices Upselling Accountability SaaS 72

Totango

MARCH 19, 2021

Today’s SaaS customer journey re-envisions the customer’s experience as a circular flywheel, emphasizing the continuity between pre-sales and post-sales experience and between the way successful customer retention sets the stage for brand advocacy and the recruitment of new prospects.

Best practices 126

Best practices Customer retention Upselling SaaS 126

CSM Magazine

NOVEMBER 5, 2024

The platform integrates various customer service touchpoints, helping companies build lasting relationships with their customers. In today’s competitive environment, businesses that prioritize effective customer service see stronger customer retention and loyalty.

Customer Service 52

Customer Service Management Metrics Consulting 52

customer sure

JANUARY 20, 2025

You might have the most customer-centric mission statement in the world, but it can be destroyed in a moment by a casual comment which betrays an inauthentic attitude to customers. One is to make sure earning customer retention through great service receives as much focus, investment and reward as winning new business.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

Aspect

MAY 6, 2020

Consider these examples: Forecasts: Many changes for working-from-home may affect the accuracy of contact forecasts, for example, new hours of operation, staffing changes, increased shrinkage, and new digital customer service channels being substituted for voice. Learn more about best practices in business continuity.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

Callminer

APRIL 30, 2020

The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Brainstorming and coming up with viable solutions is an important aspect of customer conflict resolution. Tailor solutions to the customer and their specific problem. ” – Robert W.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Global Response

OCTOBER 15, 2024

Most businesses could benefit from an omnichannel contact center approach, as it provides a customer service experience that meets (and exceeds) customer needs and expectations and gives a competitive advantage. Let’s say a customer named Julie is looking for a new camera. Wants to optimize internal processes.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

ProProfs Blog

DECEMBER 22, 2019

To set your brand above and beyond, you need to develop smart customer services , which ultimately focus on providing not just active, but proactive customer service along with offering a high-quality product at affordable prices. . Increasing customer retention rates by 5% boost profits by 25% to 95%. HorseSaddleShop .

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

Callminer

JULY 30, 2020

CallMiner Eureka Coach , for instance, provides automated performance scoring to make it easy for managers to identify coaching moments, and issues alerts to provide guidance to agents with annotated call examples. For example, say something like, “I will definitely help you with renewal,” not “We will look into that.”. Shem Mandajos.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Balto

JANUARY 3, 2025

How Call Center Monitoring Links to Business Goals Monitoring can directly influence key organizational metrics: Net Promoter Score (NPS): Delivering consistent, high-quality service positively impacts customer advocacy. Customer Retention Rates: Resolving issues quickly and effectively reduces churn.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer retention 76

Customer retention Best practices Education Benchmark 76

ChurnZero

MARCH 14, 2025

Lifetime value (LTV) Formula: Average revenue per customer x customer lifespan Why it matters: Helps track total value a customer brings over time, ensuring short-term gains dont come at the expense of long-term success. To prevent this, clearly define who owns what in the customer lifecycle. Here are a few examples.

Upselling 52

Upselling Sales Customer retention Consulting 52

VirtualPBX

MAY 16, 2024

You may think of cold call sales when you think of outbound calls, but outbound calling is just one example of a proactive interaction with your customer base, where inbound calling is reactive. Outbound calls are directed toward clients, customers, prospects, and other businesses. Why Do Businesses Use Outbound calling?

Telemarketing 105

Telemarketing virtual call center call center professionals Technical Support 105