ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Lessons from the pandemic can improve your customers’ experiences by Joyce Kim.

Customer Service 276

Customer Service Customer retention Contact Center Upselling 276

ShepHyken

AUGUST 24, 2021

It happens when a company uses the information that they have to proactively reach out to customers who are having a problem or are not utilizing features of the product that are most helpful to them. – Customer service is not a department. – Delivering proactive customer service is profitable. It is a philosophy.

SaaS 374

SaaS Upselling Customer retention Feedback 374

ShepHyken

FEBRUARY 21, 2023

Ten years ago, I wrote an article about why delivering an amazing customer experience is important. So, here are today’s 10 reasons why you should deliver an amazing customer service experience: Creating customer service builds trust, credibility and confidence.

Customer Experience 182

Customer Experience Surveys Customer retention Customer Service 182

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. But how do you keep customers from leaving?

Customer retention 128

Customer retention Education Brand ambassadors Marketing 128

delighted

MARCH 23, 2021

By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. What’s your customer retention rate? Before you can focus on improving customer retention, you must benchmark how you’re currently doing in this department.

Customer retention 116

Customer retention Feedback Surveys Benchmark 116

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

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback?

Feedback 143

Feedback Surveys Customer centricity Metrics 143

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. My Comment: Feedback is crucial to the growth of your team members.

Construction 236

Construction Customer Service Feedback Customer retention 236

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? Review “lost customer” feedback. Your sales team.

Customer retention 117

Customer retention Finance Analytics Customer effort 117

ShepHyken

APRIL 11, 2017

How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?”

Customer retention 209

Customer retention Benchmark Surveys CRM 209

ShepHyken

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Here are my top five picks from last week.

Customer Service 220

Customer Service Customer retention Morale Customer Experience 220

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware.

Customer Experience 163

Customer Experience Feedback Customer centricity CRM 163

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

ShepHyken

OCTOBER 4, 2019

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. In 2020 , customer experience will overtake price and product quality as the key brand differentiator.

Benchmark 312

Benchmark Feedback Customer retention Consulting 312

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. 67% would pay more for a better customer experience.

Customer Experience 159

Customer Experience Customer retention Analytics Contact Center 159

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 162

Metrics Customer Experience Benchmark Surveys 162

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

ShepHyken

SEPTEMBER 15, 2023

And this doesn´t just impact initial interactions but contributes to customer retention, too. To keep new and current customers engaged, no business should leave out one of the most important pieces of the customer experience puzzle: email marketing.

Marketing 169

Marketing Customer Experience Entertainment Customer centricity 169

ShepHyken

AUGUST 22, 2016

Customer Retention: 50 Tools to Build the Perfect Customer Experience by Ty Magnin. Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business. Read this article. (CTS

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

Nicereply

NOVEMBER 21, 2022

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. What is Customer Retention? Why is Customer Retention Critical for SaaS?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 112

B2B Customer Experience B2C SaaS 112

Beyond Philosophy

DECEMBER 23, 2015

And, where there is a CCO in place and working with other C-suite executives, the authority and scope associated with the position has direct influence over corporate customer experience priorities and application of resources. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ShepHyken

MARCH 27, 2018

Don’t ask for feedback too soon. About: Joey Coleman is an award-winning speaker at both national and international conferences, and author of “Never Lose a Customer.” Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

Customer retention 216

Customer retention Accountability Feedback Sales 216

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. Adrian Travis. Jeanine Duval. Jeanine Duval is the co-founder at Edelwyn. “It’s

Call Center 345

Call Center Contact Center Finance Consulting 345

TechSee

MAY 21, 2019

This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. That’s why monitoring customer emotions is becoming an increasingly important way to improve customer experience. The post Emotion Analytics is at the Heart of Customer Experience Innovation appeared first on TechSee.

Analytics 137

Analytics Customer Experience Customer emotions B2C 137

ShepHyken

MARCH 13, 2020

Experience-led businesses have 1.7x higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. Hence, creating positive customer experiences is a necessity for businesses today. return on spend, and 1.6x

Customer Support 279

Customer Support Customer retention Customer Experience Management 279

Satrix Solutions

JULY 28, 2021

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. So what’s the biggest risk?

Customer Experience 122

Customer Experience B2B Surveys Construction 122

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

TechSee

MAY 1, 2022

Here’s what you need to know about customer satisfaction score and what it means for customer experience. What is Customer Satisfaction Score (CSAT)? Organizations use customer feedback surveys to improve customer experience (CX) and increase customer loyalty. Customer Retention Rate.

Customer Experience 109

Customer Experience Surveys Benchmark Feedback 109

ChurnZero

NOVEMBER 9, 2021

That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? One great place to start when it comes to reducing churn is focusing on creating a consistent customer experience. It’s vital to customer retention.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

ProProfs Blog

MAY 28, 2020

He explains, “ On any given day, about 75% of our orders are from repeat customers. Our whole philosophy is to take most of the money we would have spent on marketing and put that into the customer experience.” . IKEA stores are known to offer a branded customer experience right from the moment a visitor steps in.

Customer Experience 139

Customer Experience Multi-channel support Feedback Customer Support 139

ProProfs Blog

DECEMBER 18, 2019

About 52% of consumers are willing to spend more money on quick and effective customer experience. If you are a smart and proactive business owner, you will identify with this data and tweak your strategy to improve customer experience accordingly. Customers Prefer Live Chat. The Need of The Hour. Stay on Topic.

Customer Experience 131

Customer Experience Surveys Feedback Personalization 131

Nicereply

APRIL 27, 2022

To understand CXM and its importance, brands must first absorb the impact good (or bad) customer experience has on their customers and reputation. What is customer experience management (CXM)? Customer Experience is how a customer feels about your brand. And loyalty is driven by CX.

Customer Experience 104

Customer Experience Management Feedback Surveys 104