Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? 15 practical ways customer service teams can improve retention.

Customer retention 117

Customer retention Finance Customer effort Analytics 117

Beyond Philosophy

MARCH 16, 2015

The big IT companies are coercing organizations to believe all they have to do is buy an IT system and their Customer Experience will improve by magic. Of course I know what the Customer Experience is about!”. An increasing number of people have a superficial understanding of what a Customer Experience is, like CRM.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

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

ShepHyken

OCTOBER 6, 2021

That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Of course, there may be a few pleasantries to welcome a customer into the conversation. So, here are a few lines that customers love to hear. So, here are a few lines that customers love to hear.

Complaint resolution 421

Complaint resolution Customer Service Customer retention 421

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. Customer Retention Is Your Future.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

ShepHyken

MARCH 15, 2021

12 Golden Rules for Customer Experience Strategy by Steven van Belleghem. Entrepreneur) Each and every company is, of course, different, but there are some essential ingredients that, if executed well, combine to create a level of service that customers will truly love. My Comment: We all want repeat customers.

Customer Service 263

Customer Service Customer retention Customer Experience Technology 263

Beyond Philosophy

NOVEMBER 18, 2014

Presenting a consistent experience to your Customers across channels requires planning and coordination. If everyone at your organization is sending the same, agreed upon and defined message, there is no way Customers can get the wrong one. Of course, we all know that a big part of that is having agreement on the message.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

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

Hello Customer

JANUARY 16, 2020

January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management. Customer retention or acquisition?

Customer retention 92

Customer retention Feedback Customer Care Metrics 92

Beyond Philosophy

OCTOBER 8, 2014

These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). Consider the pay phone. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is a guest blog post by Anita Toth, Chief Churn Crusher. .

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Beyond Philosophy

FEBRUARY 3, 2015

When you frame the CTA in terms that let the Customer know what he or she is getting by pressing it, it is far more helpful at getting them to make a decision to move forward in the process. Of course, these examples are about the subconscious experience as none of these things make sense.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

FEBRUARY 24, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . I would be interested to hear about these in your comments below. Please click here to learn more. An Inside Look at the Casino Experience.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We Of course, that can always change!).

Construction 233

Construction Customer Service Feedback Customer retention 233

Beyond Philosophy

FEBRUARY 10, 2020

Before we can answer these questions, let’s take a closer look at the three types of growth that exist in the marketplace: Traditional Growth: This type of growth is what many people picture when you say the word, and it includes customer retention and customer development activities. Unmet Needs Gain Business Growth.

Consulting 430

Consulting Consulting Telecommunications Entertainment 430

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. JourneyPure. Kevin Lee is the CEO of JourneyPure. Adrian Travis.

Call Center 345

Call Center Contact Center Finance Consulting 345

ShepHyken

MARCH 13, 2017

But the reality many of us customer service leaders know all too well is that this type of service can be inconsistent at best. Here are a few common scenarios I’ve been privy to over the course of my career. My Comment: Jeremy Watkin lives and breathes customer service.

Customer Service 232

Customer Service Best practices Customer retention Customer Support 232

ShepHyken

OCTOBER 4, 2019

They refer other customers like them to your business. Thus, you don’t have to make more efforts to find new customers. Finding new customers is, of course, costlier when compared to retaining the existing ones. Customer engagement guarantees business growth and success. This is, indeed, a smart financial move.

Benchmark 310

Benchmark Customer retention Feedback Consulting 310

Return Customer

MARCH 8, 2023

All too many companies spend much of their energy and budgets on customer acquisition without investing sufficiently in customer retention. But the proof of that lies in your customer retention figures. But whatever your line of business, the basic principle applies.

Customer retention 67

Customer retention Marketing Customer Support Customer Service 67

Beyond Philosophy

MAY 31, 2019

This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology? Of course, that time, it was something far more crazy than recording facial expressions and using software to determine how a person feels. The only problem is that many people find it creepy. What was this crazy technology? It was trains.

Technology 239

Technology Transportation Consulting Consulting 239

Outsource Consultants

MARCH 20, 2025

One trend is clear: Mexico is emerging as a retention powerhouse (without saying the word “powerhouse,” of course). Between its bilingual talent, cultural compatibility, and smart pricing, Mexico call centers are becoming the go-to solution for brands serious about keeping customers closeand competitors at bay.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67

ShepHyken

MAY 12, 2019

(CEO Magazine) The introduction of Voice of the Customer solutions enables a predictive management style that operates effectively the same way that a check-up at the doctor does. ” That statement caught my eye, and it turns out, at least for larger companies, a Voice of the Customer (VoC) program could do exactly that.

Customer Service 244

Customer Service Chatbots Customer retention Marketing 244

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. 4 Ways to Show You’re Dedicated to Customer Happiness by Mike Szczesny (destinationCRM) If there is any reason for being committed to customer happiness, it directly correlates to your happiness.

Customer Service 216

Customer Service B2C Customer retention B2B 216

Beyond Philosophy

AUGUST 10, 2016

When you provide a good or service to your customer, no matter where they are in the world, one of the things they value most is a good Customer Experience. Much of this value derives from how your Customer Experience makes them feel. If customers feel frustrated or disappointed, they will drop you.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

DECEMBER 23, 2014

A customer is hopping mad and in your face. I wish it were as simple as just asking your Customers what they want and getting the real answer. It isn’t of course, because sometimes the Customer might not even know. You want to fix it, FAST. I have a graphic that might help.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

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. Make Onboarding Easy.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

ShepHyken

APRIL 18, 2017

Then you must have the right systems and processes in place that allow these employees the ability to understand what is important to your customers. Top Takeaways: Customer obsession can be the foundation for growth in your business. Amy stressed the importance of customer retention.

Customer retention 188

Customer retention Education Analytics Marketing 188

Nicereply

JULY 21, 2022

A good customer retention strategy is the top investment you can make for your business. It’s more profitable than acquiring new customers, and it costs less money to keep existing customers than to acquire new ones. Invesp found that acquiring a new customer can cost five times more than keeping an existing one.

Customer retention 64

Customer retention Advertising Education Chatbots 64

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. It’s way beyond attaining requests and offering assistance or help.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

Beyond Philosophy

AUGUST 4, 2015

Mary Ann Sayers, Director of Corporate Sustainability and Community Relations, explained the importance of spending time on the Customer Experience design. They developed over the course of several years a culture at the company that put the Customer at the center of everything they did.

Sales 398

Sales Customer centricity Customer Experience Accountability 398

ClientSuccess

JANUARY 25, 2021

But taking a creative approach here – aka having a customer and CSM co-present on the value of support during an onboarding exercise – can take your events to the next level. And, of course, your team should treat your customer speaker as the VIP they are once the conference (or virtual event) arrives. Digital Marketing.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ShepHyken

OCTOBER 6, 2022

He shares the value that customer emotions bring to a company. How much value ($$$) do closer customer relationships and specific customer emotions bring to your business? I know you would say, “of course that these are important, and we focus on them,” but have you calculated how much value they actually bring?

Journey mapping 185

Journey mapping Customer emotions Customer effort B2C 185

CSM Magazine

NOVEMBER 7, 2024

The Operational Benefits of 24/7 Support Aside from building a solid reputation, the effectiveness of customer support has other advantages for businesses. These include operational benefits like improving user retention and smoothening business operations by addressing issues when they occur.

Customer retention 52

Customer retention Customer Support Technology Management 52

TechSee

JUNE 16, 2022

As a consultant, he guides clients who want to develop customer-focused cultures. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning. His Customer Service Foundations course was LinkedIn’s most-watched customer service course in the world in 2021!

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Global Response

JULY 28, 2023

Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences.

Customer retention 62

Customer retention Contact Center outsourcing Customer centricity 62

Global Response

AUGUST 7, 2023

There’s no business out there who doesn’t want to improve their customer retention and CLV. The secret weapon to improving customer retention and CLV? First, customer retention rates are always measured based on a specific timeframe, typically monthly, quarterly or annually. Your call center.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

Beyond Philosophy

DECEMBER 23, 2015

For the CCO, broad background in customer experience optimization transcends the brand-building focus of marketing (the CMO’s role) or IT/operations (frequently the CIO’s role). Customer Insight, Data and Action Generation. 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