The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. And customer retention rates are plunging. Customer retention drops.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

Beyond Philosophy

SEPTEMBER 22, 2015

This stat is just one part of their strategy to raise the standard for keeping Customers happy. They also created a survey on their website that allows Customers to submit feedback any time of day—without even the five-minute wait of the Call Center. It isn’t just Chik Fil A that understands this concept.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

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

Satrix Solutions

MAY 9, 2018

Here’s a question for you: Who in your organization receives the results and feedback from your Voice of the Customer program? Your customer service or customer success team? If your answer isn’t “everyone,” you are shortchanging your Voice of the Customer (VoC) program—and the potential return on investment.

Feedback 103

Feedback Morale Consulting Consulting 103

aircall

JANUARY 30, 2017

Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? Customer retention and growth. Customer retention and churn.

Customer retention 76

Customer retention Education Self service Feedback 76

Beyond Philosophy

OCTOBER 24, 2014

He maintains that his focus on taking care of Customers, listening to their feedback on the experience, and fixing problems when they arise ensures that they continue to get the same rankings by their Customers that they do now. He isn’t concerned about that, however. I couldn’t agree more.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

CSM Magazine

NOVEMBER 5, 2024

Dynamics 365 meets this need by enabling companies to handle inquiries, feedback, and issue resolutions all in one place. The platform integrates various customer service touchpoints, helping companies build lasting relationships with their customers. Next, assign user roles and permissions to organize access within the team.

Customer Service 52

Customer Service Management Metrics Consulting 52

CCNG

JUNE 14, 2023

By empathizing with your customers, you can better identify their pain points and develop solutions that address their concerns. Actively listening to customer feedback and observing their behavior can provide valuable insights into their emotional needs and help you tailor your products, services, and communication strategies accordingly.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CSM Magazine

APRIL 28, 2016

While it’s important to smile and be nice to customers, it’s a good idea to make sure that your internal systems are able to consistently perform at optimum levels. Do you want better customer retention? Confident employees create happy customers. Solicit employee feedback regarding ways to improve internal operations.

Customer retention 58

Customer retention Construction Feedback Consulting 58

Beyond Philosophy

SEPTEMBER 15, 2022

The data came from our Emotional Signature product , which is research that measures the emotional engagement you have with your customers. Suppose you only focus on efficiency or profitability in your customer process. Try my podcast, The Intuitive Customer instead. The post appeared first on CX Consulting.

Journey mapping 39

Journey mapping Consulting Consulting Finance 39

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 Brand ambassadors Wait times 62

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. How to enhance customer service with a consultative approach by Andrea Grodnitzky. Washington University in St.

Customer Service 127

Customer Service Consulting Consulting B2C 127

Outsource Consultants

MARCH 17, 2025

Loyalty Flourishes: Customers who feel valued and supported are far more likely to become loyal, long-term partners. This fosters a stable customer base, reduces churn, and significantly lowers customer acquisition costs. Share company updates, celebrate successes, and solicit feedback.

outsourcing 76

outsourcing Real estate First call resolution Customer Support 76

Outsource Consultants

MARCH 18, 2025

At Outsource Consultants, we’ve seen firsthand how crucial it is to understand the key factors that drive this decision. Key metrics to consider include customer retention rates, average handle time, and first call resolution rates. Expert guidance can simplify the complex process of choosing a call center service.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Call Center Weekly

AUGUST 1, 2018

Your presence can lead to customer retention, increased sales, or a greater visibility. Consider a customer who reached the Sales team via Twitter regarding a service related issue. With prior feedback from the support team, there is a greater chance of first contact resolution. Who is the intended audience?

Management 136

Management Government Contact Center Sales 136

Call Center Weekly

APRIL 9, 2018

Act on Customer Feedback An important component of forward thinking is strategy. The answer to this, is customer feedback. Consider surveying existing customers and customers that request to cancel. Retention managers should immediately know the top reasons for customer cancellations at any time.

Best practices 143

Best practices Consulting Consulting Feedback 143

Andrew Mcfarland

MAY 3, 2016

(Guest post written by Mark Johnson, a marketing consultant with a degree in business and a passion for helping companies achieve their ambitions.) It’s easy to forget with everyone talking about targets, niche markets and ‘wow’ factor, the one thing essential.

Customer retention 67

Customer retention Consulting Consulting Marketing 67

ProProfs Blog

NOVEMBER 15, 2021

Entrepreneurs wishing to scale their business often fall prey to expensive consultants and time-consuming PR experts. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort. Gather Qualitative Feedback. Product Feedback Business Questions.

Surveys 144

Surveys Morale Feedback Customer effort 144

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” This gave gaming something of a Philosopher’s Stone, or magic wand, aura.

Gamification 265

Gamification Big data Personalization Feedback 265

Fonolo

MARCH 14, 2019

Firstly, maintain communication with your customers after they have placed an order or made a purchase at your store. Secondly, sales associates, call center agents, and live chat agents should know what to do when an order is delayed, or when a customer is dissatisfied or seeking an update on order status. Encourage Brand Loyalty.

Customer Service 111

Customer Service Management Call Center Feedback 111

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . Steps to implementing Customer Retention Software.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

Hodusoft

DECEMBER 11, 2024

Increase in Customer Retention Can CX enhance customer retention? As per a study by Zendesk, three out of every five business leaders agree that customer service improves customer retention. As per another study organizations that improve CX see a 42 percent increase in customer retention.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

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 ? They don’t work for one of the competing consulting firms that promote this question or that question. Customer Effort Score is Not Effective.

Customer effort 91

Customer effort Customer retention Metrics Feedback 91

ChurnZero

NOVEMBER 9, 2021

Like anything else, customer onboarding needs maintenance. Grant Freeland, the Managing Director at Boston Consulting Group (BCG), wrote in Forbes , “Waiting until something is obviously broken before you fix it is often too late.”. Do: Create a Feedback Loop. Then, use that feedback to make your changes.

Customer retention 98

Customer retention Feedback Benchmark SaaS 98

CCNG

OCTOBER 19, 2022

(Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Forrester, 2016) The average email survey response rate is 24%.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Return Customer

JULY 24, 2019

Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more? Real-Time Customer Support. Regular Feedback.

Sales 90

Sales Customer retention First call resolution Advertising 90

Taylor Reach Group

NOVEMBER 18, 2019

In fact, we have seen situations where internal quality results had negative correlations with customer satisfaction and by extension customer retention! If high customer satisfaction and retention is part of the center mandate, then it is a ‘best practice’ to include customers’ feedback and input as part of the process.

Coaching 18

Coaching Contact Center Surveys Best practices 18

Callminer

SEPTEMBER 14, 2020

Carol Tompkins is the Business Development Consultant at AccountsPortal. Optimize the operations within the call center in order to improve the customer service experience. Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For instance, owning customer retention signifies direct responsibility for renewal rates.

SaaS 52

SaaS Upselling Enterprise industry standards 52

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

NobelBiz

OCTOBER 24, 2023

Social media engagement for customer feedback. Loyalty program enrollment for customer retention. In today’s digital age, customers can engage with brands through a wide range of channels, including social media platforms , email , and more. Encouraging post-call surveys to gather feedback.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Satrix Solutions

JANUARY 24, 2022

Some organizations also make an investment into something like retention marketing. By placing more emphasis on customer retention and loyalty, you not only effectively create a second sales team of enthusiastic promoters, but you also show employees that you are committed to fostering a culture of customer experience.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

Hodusoft

NOVEMBER 27, 2024

As per a study , an increase of just five percent in customer loyalty can boost profits by up to 85 percent! Word of Mouth Marketing To understand the power of customer loyalty, every business needs to keep the words of Chip R Bell, a noted American author and consultant in customer loyalty and service innovation, in mind.

Best practices 52

Best practices Contact center software Contact Center Advertising 52

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company. Your customer data becomes accessible in real-time by everyonefrom leaders to the frontlines.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

NobelBiz

FEBRUARY 25, 2025

Automation and Real-Time Monitoring: Staying Ahead of Issues Real-time monitoring powered by AI ensures that agents receiveinstant feedback and corrective guidanceduring live interactions. Providing real-time feedback to agents, improving response times. AI analyzes customer interactions and sentiment to detect dissatisfaction early.

Quality management 52

Quality management Call Center Management Coaching 52

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. We landed on a theme that made sense: a neighborhood.

SaaS 98

SaaS Gamification Best practices Feedback 98

Outsource Consultants

JANUARY 16, 2025

Contact center quality assurance is the backbone of exceptional customer service. It’s not just about monitoring calls; it’s about continuously improving every customer interaction. Actionable Feedback Loops: Provide timely, constructive feedback to agents.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67