ijgolding

OCTOBER 7, 2015

CASE STUDY 1 – Weleda. Despite this, they do recognise that there is a need to get BETTER at managing the Customer Experience – and I absolutely TRUST them to be true to their word! CASE STUDY 2 – Old Mutual Zimbabwe. Zimbabwe is one of the countries I have been blessed to visit in 2015.

Customer Experience 123

Customer Experience Banking Personalization Management 123

ShepHyken

MARCH 3, 2019

Here are four short case-studies from four recognizable brands that may give you a few ideas on how to leverage omnichannel. 5 Ways to Improve Customer Retention With Email Marketing by Emil Kristensen. Some companies do this better than others.

Customer Service 247

Customer Service Customer retention Customer Experience Marketing 247

ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

Customer retention 95

Customer retention Sales Marketing Scripts 95

ShepHyken

JANUARY 16, 2017

4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. So the margin for error for crafting long-term customer relationships is razor-thin. 5 Customer Retention Marketing Tips with an Artificial Intelligence Twist by Tara Thomas.

Customer Service 224

Customer Service Customer retention B2C Contact Center 224

Help Scout

AUGUST 22, 2023

Improve customer loyalty with this list of 16 customer retention strategies that are backed by academic research and case studies on consumer behavior. Read the full article

Customer retention 89

Customer retention 89

Beyond Philosophy

FEBRUARY 3, 2015

10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Aagaard, Michael. “10 Contentverve.com. 25 March 2013. 4 September 2014. <

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 20, 2015

We know that over 50% of a Customer experience is emotional so this is important. Witness their leaked training guide: Apple Case Study. This concept is a key part of Apple’s training strategy.

Consulting 399

Consulting Consulting Customer Experience Customer retention 399

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

ijgolding

FEBRUARY 3, 2015

Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels'

Customer retention 101

Customer retention Technology Customer Experience 101

ShepHyken

SEPTEMBER 27, 2021

Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns.

Real estate 51

Real estate Customer Service Journey mapping Entertainment 51

Beyond Philosophy

AUGUST 4, 2015

It requires an enforcement of the principles, a focus on the needs of the Customer, and a KPI that is rewarded for achieving these goals. RICOH Canada had a vision: to be the most trusted brand with irresistible appeal in their market.

Sales 398

Sales Customer centricity Customer Experience Accountability 398

Beyond Philosophy

SEPTEMBER 15, 2015

If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This…. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Banking 383

Banking Telecommunications Consulting Consulting 383

inSided

NOVEMBER 10, 2022

In 2021, Gong customers tasked the Revenue Intelligence platform to find a way to bring them together to share and learn from one another. This led Gong’s CCO, Eran Aloni, to implement a community as the central part of its customer strategy.

Customer retention 52

Customer retention 52

Totango

APRIL 9, 2019

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer retention 76

Customer retention Upselling Enterprise Metrics 76

ClientSuccess

JANUARY 25, 2021

Here are a few ways to bridge the gap between customer success and marketing to help improve retention and potentially even provide more satisfaction to customers: 1. Case Studies. Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ijgolding

AUGUST 3, 2018

Sticking with the retail industry, it gives me no pleasure to bring this to life with a case study – an example of exactly why organisations are failing to transform and ultimately survive in an increasingly disrupted world.

Multichannel 76

Multichannel Customer centricity Sales Management 76

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.

Sales 52

Sales Marketing Accountability Best practices 52

PeopleMetrics

NOVEMBER 17, 2015

As recent high-profile data breaches like those of super brands Target and Neiman Marcus have shown, data security has become an important variable in the formula for customer retention. Your ability to leverage data security will play a vital role in customer retention online and offline.

Customer retention 78

Customer retention Sales Marketing Accountability 78

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

Totango

DECEMBER 10, 2019

When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. Let’s explore why customer retention for B2B is so important and how you can make it happen. Retain Customers for Life.

Customer retention 65

Customer retention B2B Enterprise Metrics 65

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 Construction Morale 72

Influitive

MARCH 23, 2018

Going where no company has gone before: finding a scalable way to boost customer retention Rosetta Stone, the leading provider of language-learning software, has been helping learners around the world master new languages for more than 25 years.

Customer retention 75

Customer retention Customer advocacy Education B2B 75

Beyond Philosophy

JULY 7, 2015

Are you ready to get answers to your questions about the emotions in your Customer Experience? RICOH Canada had a vision: to be the most trusted brand with irresistible appeal in their market.

Customer centricity 284

Customer centricity Analytics Customer Experience Marketing 284

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. 5: How do you capture the value that customer success brings to sales?

Upselling 52

Upselling Sales Customer retention Consulting 52

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 178

Customer Service Contact Center Customer centricity Banking 178

CustomerSuccessBox

APRIL 9, 2021

Why choosing the right Customer Retention Software has become so important for B2B SaaS Business? To know the answer, let’s have an overview of how customer retention works for B2B SaaS Business. This is where B2B Customer Retention software becomes imperative for a growing subscription business.

Customer retention 52

Customer retention B2B SaaS Accountability 52

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 15, 2025

Well explore the signals that indicate your customers interest is fading and, more importantly, how you can turn things around. Customers expect solutions, not more questions. For this very reason, more and more brands are relying on conversational AI for customer support. No more frustrating hold times.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Babelforce

APRIL 7, 2020

Today we’re looking at why refocusing contact center services on prevention is great for customer retention. As we’ll see in the Anglian case study (below) the savings can be huge. More importantly – the business was no longer starting its customer relationships with anger and frustration. Or prevent the problem?

Customer retention 52

Customer retention Contact Center Telecommunications Call Center 52

Babelforce

APRIL 7, 2020

Today we’re looking at why refocusing contact center services on prevention is great for customer retention. As we’ll see in the Anglian case study (below) the savings can be huge. More importantly – the business was no longer starting its customer relationships with anger and frustration. Or prevent the problem?

Customer retention 52

Customer retention Contact Center Telecommunications Call Center 52

CustomerSuccessBox

MAY 17, 2021

So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers. So you’re growing and now want to scale up your customer retention and you’re contemplating automation. But automating every step is not the solution for scaling retention using customer success.

Customer retention 52

Customer retention SaaS Accountability 52

Outsource Consultants

MARCH 18, 2025

These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs. Key metrics to consider include customer retention rates, average handle time, and first call resolution rates.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Uniphore

JANUARY 4, 2022

Case Studies. How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Conversational AI Platform. U-Self Serve.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

Nicereply

DECEMBER 17, 2024

Customer Retention A large part of the value of CES in the SaaS world lies in its ability to predict future customer behavior. Research has shown that customers who experience high-effort interactions are more likely to churn, while those who have low-effort experiences tend to increase their spending.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

CustomerSuccessBox

DECEMBER 4, 2018

According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are.

Best practices 40

Best practices Customer retention SaaS Metrics 40

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. With a dashboard that shows customer health and the opportunity to automate alerts, teams can improve customer retention rates exponentially. Reducing churn is at the forefront of all marketers’ minds. About the author.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97