Beyond Philosophy

SEPTEMBER 15, 2015

complicated Customer Experiences do not appeal to the intuitive part of one’s thinking, and instead, require the less energy-efficient thinking of one’s rational mind. If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This….

Banking 383

Banking Telecommunications Consulting Consulting 383

Kayako

AUGUST 12, 2022

The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience.

Personalization 118

Personalization Customer Service Government Customer effort 118

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

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

These current customers are the perfect resource for prospective customers to learn exactly why doing business with your organization is a good idea. 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.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

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

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

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. And loyal customers arent just repeat buyers.

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. Personalize the Communication To keep customers engaged, start with clear, personalized communication. No more frustrating hold times.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. And loyal customers arent just repeat buyers.

Customer Support 52

Customer Support Scripts Healthcare Feedback 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. I’m often asked to define customer centricity.

Customer Service 180

Customer Service Contact Center Customer centricity Banking 180

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

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. Automatic Customer Journey Tracking.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

CSM Magazine

JANUARY 30, 2024

Personalized Interactions A second hallmark is their ability to offer personalized interactions that transcend the cookie-cutter approach. They handle your queries with precision, offering personalized interactions through tailored product recommendations and user experiences.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

Uniphore

JANUARY 4, 2022

Case Studies. The only platform that drives demonstrable and sustainable business value by automating, personalizing, and optimizing every conversation. How are you planning to leverage conversations to drive revenue and customer retention? Conversational AI Platform. U-Self Serve. White Papers. Infographics.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

NobelBiz

JANUARY 28, 2025

Customer Satisfaction (CSAT) CSAT benchmarks are evolving alongside higher customer expectations. While an 80% satisfaction rate used to be the gold standard, top-performing centers now strive for 90% or more by personalizing interactions and leveraging real-time data.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

NobelBiz

FEBRUARY 25, 2025

Automated Scoring & Predictions: AI removes bias, enhances training, and anticipates customer needs. Challenges & Future Trends: AI adoption faces costs and resistance, but promises hyper-personalization and smarter support. Delivering personalized coaching recommendations based on performance trends.

Quality management 52

Quality management Call Center Management Coaching 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

Kayako

MAY 11, 2017

You bought a typical gift for a typical person. You thought about their interests and hobbies, their goals, dreams, and their individual personality. You bought a gift for that specific person. Also, look for information related to what your target customers think about your competition.

Analytics 115

Analytics Entertainment Customer retention Surveys 115

Real Blue Sky

MAY 31, 2023

This, in turn, helps us identify areas where we can improve the customer experience and tailor it to each individual at each step along the journey. With a detailed customer journey map, we can optimize customer interactions, boost customer retention, and increase revenue. And the best part?

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

TechSee

JUNE 11, 2019

All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention. The results provide eye-opening insights into how Visual Assistance enhances customer service KPIs across numerous industries. Click here for the full report.

Technology 117

Technology Customer Service Contact Center Self service 117

Calabrio

APRIL 11, 2025

To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. In our State of the Contact Center 2025 report , leaders ranked 24/7 availability, more personalized service, and greater demand for speed, efficiency, and trust as customers top rising priorities.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Totango

AUGUST 11, 2022

Client receptivity : Customer receptiveness to ideas and initiatives proposed by success managers will be influenced by their perception of digital interactions with your product and the value they derive from these interactions. Showcase client case studies. Engage clients personally. Showcase Client Case Studies.

SaaS 113

SaaS Journey mapping B2B Upselling 113

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

delighted

OCTOBER 22, 2019

While there are many reasons and methods to measure customer experience (CX), keeping tabs on the perception of your customers via the Net Promoter methodology can be incredibly valuable for benchmarking the health of your business. HotelTonight addresses customer problems with NPS.

Benchmark 41

Benchmark Surveys Feedback Customer retention 41

Hodusoft

JANUARY 24, 2024

Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important.

Banking 52

Banking Personalization Technology call center software 52

Call Experts

JUNE 23, 2022

Customer retention is a huge deal for your organization, so it’s important you put some effort into building a better customer rapport. This article will explain customer rapport, why it’s essential, and how contact centers can support your customer service efforts. . What Is Customer Rapport?

Scripts 98

Scripts Contact Center Customer retention Personalization 98

Nicereply

JUNE 30, 2020

higher YoY growth in customer retention, repeat purchase rates, average order value, and Customer Lifetime Value (CLV) than other companies. The best form of marketing you can do is giving your customers an excellent experience to talk about. Experience-driven businesses report between 1.6x – 1.9x Word-of-mouth marketing.

Construction 98

Construction Customer retention Metrics Surveys 98

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

Amity

JUNE 11, 2018

You do not want CSMs to be measured on whether they are covering 100% of your customers – this model does not lead to success, as you will sacrifice quality, focus and actions. MRR retention, revenue growth, customer retention, customer wallet share and satisfaction should be a reflection of your team and company’s true success.

Customer retention 91

Customer retention Strategic Value SaaS Sales 91

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Needless to say, customer retention is the core value for the growth of any business. And what are these customer expectations?

Surveys 148

Surveys Benchmark Feedback Sales 148

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Global Response

FEBRUARY 26, 2024

Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Totango

MARCH 29, 2022

When the customer jo urney, with touch points across a number of apps and tools, is brought into one location, it gives teams a single, unified view of their customer portfolios. With the ability to analyze data signals for changes in real-time, consistent, personalized engagement is possible, no matter how large the organization.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

Genroe

APRIL 13, 2015

It’s similar with customer feedback metrics. Should you use Net Promoter ® or Customer Effort Score or Customer Satisfaction or some other new fad metric ? The opinions vary widely based on the last blog the person has read. NPS Is an Effective Predictor of Customer Retention. Keiningham, et al.,

Customer effort 91

Customer effort Customer retention Metrics Feedback 91

Calabrio

MARCH 5, 2025

According to a report by Euromonitor , customers increasingly value trust and confidence when sharing personal data. Create a safer environment for your customers with: Secure online platforms: Prioritize safe communication channels, such as encrypted messaging platforms.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Cincom

JANUARY 30, 2025

Key Benefits Without Communication Software With Communication Software Enhanced Customer Experience Customers experience delays and inconsistent communication throughout the buying journey. Customers get instant and personalized responses as per the stage of their buying journey.

Multi-channel support 40

Multi-channel support CRM Finance APIs 40