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 230

Customer Service Best practices Customer retention Customer Support 230

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. What is a Customer Experience Strategy? Three-times re-purchase.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

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. For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales.

Customer Service 213

Customer Service B2C Customer retention B2B 213

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

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

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Insight, Data and Action Generation.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ShepHyken

AUGUST 28, 2020

Though contactless payment has been around for over a decade now, more and more companies are realizing the importance of this technology as it reduces the reliance on cash payment or inserting a card into a point of sale terminal – both of which involve physical contact. Improved Customer Loyalty. WHAT ARE CONTACTLESS PAYMENTS?

Customer Experience 235

Customer Experience Technology Sales Government 235

BlueOcean

OCTOBER 21, 2024

The far-reaching impact of a damaged reputation, the lost lifetime customer spend, and the expense of winning back that customer and/or acquiring new ones add up to a significant loss – in terms of both revenue and reputation. Of course, the effects of a customer loss can extend far beyond those that are simple to quantify.

Customer retention 62

Customer retention Advertising Sales Enterprise 62

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Quiq

AUGUST 19, 2021

It’s imperative to not let it happen by implementing an effective customer retention strategy to improve customer retention. Customer retention is the key to improving your business’ profitability. Customer retention can be one of the hardest things for companies to do.

Customer retention 64

Customer retention Surveys Feedback Sales 64

Beyond Philosophy

NOVEMBER 9, 2023

Statistic #1: Gallup Analytics says companies that apply the principles of behavioral economics can outperform their competition by 85% in sales growth and more than 25% in gross margins. Of course, this concept is another thing I always say, so that it feels right to me isn’t too surprising. This supports the last one, too.

Customer retention 195

Customer retention Sales Consulting Consulting 195

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

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. 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. Digital Marketing.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction.

Sales 98

Sales Upselling Enterprise SaaS 98

Babelforce

NOVEMBER 12, 2020

Some categories, including food and household items have seen an average 30% increase in online sales. Of course, it all depends on your product. It’s a good time to poach customers – and to focus on customer retention. In effect, the move online has been forced through 3-5 years of progress in under twelve months.

Sales 98

Sales Marketing Entertainment Contact Center 98

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

ChurnZero

MARCH 14, 2025

A nine-point increase over the course of a single year is highly indicative of the prevalence and permanence of this trend. And, on the flip side, what value does customer success bring to their sales counterparts as part of the broader go-to-market team? Sales teams often operate on short-term quotas (e.g.,

Upselling 52

Upselling Sales Customer retention Consulting 52

CustomerSuccessBox

MARCH 25, 2022

Then while considering customer acquisition cost (CAC) why miss out on customer retention cost (CRC)? They both are of equal significance and when the matter is to retain your loyal customers to have repeat business with you, this metric needs a bit of attention as well. About customer retention cost.

Customer retention 52

Customer retention Metrics Sales SaaS 52

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail.

Airlines 210

Airlines Entertainment Consulting Consulting 210

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

Fonolo

DECEMBER 6, 2022

When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . This might look like taking an online course and learning to adapt your leadership style , researching new business models and processes, and honing communication skills with different stakeholders. .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Quality Contact Solutions

SEPTEMBER 21, 2021

If customer retention is not at the forefront of your business’s strategic plan, it should be. Did you know that retaining existing customers is far more cost-effective than acquiring new ones? In this article, we’ll cover 5 ways to retain customers.

Customer retention 105

Customer retention call center professionals outsourcing Sales 105

ShepHyken

FEBRUARY 12, 2024

Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals?

Customer Service 178

Customer Service Self service Personalization Customer retention 178

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

ShepHyken

OCTOBER 17, 2022

CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. Should we ignore customers and what their needs are? Of course not. They are a history lesson of the customer’s most recent experience. In other words, does the customer come back?

Customer Service 34

Customer Service Surveys Chatbots Self service 34

CustomerSuccessBox

MARCH 8, 2022

“Customer Retention” is kind of a buzzing word for the SaaS businesses on the digital platform. And to handle the tasks pertaining to customer retention, there is a Customer retention specialist who is also named as customer loyalty specialist. How do I become a good customer retention specialist?

Customer retention 52

Customer retention Accountability SaaS Education 52

ProProfs Blog

DECEMBER 27, 2018

They both have resulted in more sales, revenue, and a boost in customer loyalty. Both the customer support tools are known to offer real-time assistance and provide instant answers to website visitors. Of course, while not all chatbots may be equipped to handle such a query, what it can do is escalate it to a human agent.

Chatbots 140

Chatbots Customer retention Customer Support Scripts 140

ShepHyken

NOVEMBER 29, 2021

And of course, the main focus of that strategy should be on CX. Total Retail) The holiday season guarantees a seasonal spike in customer support tickets, resulting in a 42 percent increase. This is because 20 percent to 40 percent of annual sales take place during the holiday season, followed by an inevitable spike in product returns.

Customer Service 225

Customer Service Chatbots B2C B2B 225

Nicereply

OCTOBER 11, 2024

Customer satisfaction matters because it drives customer retention, fosters brand loyalty, and generates positive word-of-mouth. Customer retention When customers are happy with your products or services, they’re more likely to continue using them. It can also help your business become more profitable.

Customer retention 52

Customer retention Surveys Feedback Education 52

CSM Magazine

SEPTEMBER 22, 2022

Your customer retention rate tells you how many of your customers are staying with you, rather than defecting to a competitor. Of course, every business wants to retain 100% of its customers (and increase the amount they spend!), To get started, take a look at these four ways to increase customer retention: 1.

Customer retention 52

Customer retention Marketing Sales Customer Service 52

ProProfs Blog

MARCH 6, 2020

In the initial stage, the customers are presented with a close-ended question- “ How was your experience of interacting with our sales/customer support department ?” Of course, there are other alternative CSAT rating scales to engage your users better. . Retain Customers Like Never Before.

Customer centricity 152

Customer centricity Surveys Analytics Sales 152

JivoChat

JULY 20, 2021

People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when.

Customer retention 52

Customer retention Gamification Education Self service 52

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. Attracting the Wrong Customers to Your Business.

Surveys 148

Surveys Benchmark Feedback Sales 148

ProProfs Blog

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

PeopleMetrics

JANUARY 18, 2022

In the short term, PeopleMetrics makes it easy to give your most important customers a white-glove experience. You can also immediately flag any customer’s negative experiences for direct outreach from your team. B2B sales and services. Telecommunication. Pharmaceuticals and biotech.

Feedback 62

Feedback Surveys Telecommunications Advertising 62

Outsource Consultants

FEBRUARY 5, 2025

Yet, for businesses looking to expand their reach, generate leads, and boost sales, outbound call center services are a critical asset. Outbound call centers focus on proactive customer outreach for various purposes, including: Telemarketing : Promoting products or services to potential customers. sales, appointments).

outsourcing 67

outsourcing Call Center Sales Gamification 67