ShepHyken

MAY 18, 2020

Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and that includes a large portion of the business world. by Rachel Lane.

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Customer Service Customer retention Banking Customer Support 251

ShepHyken

JULY 26, 2021

and hopefully soon, worldwide, it’s important to recognize the lasting impact the last year has had on consumers and how we can use these learnings to inform our business strategy going forward. 15 Ways To Leverage AI In Customer Service by Forbes Business Council. When you get customers to come back, you know you’re doing a good job.

Customer Service 275

Customer Service Customer retention Contact Center Upselling 275

TeleDirect

MARCH 14, 2025

5 Strategies for Working with Customers in Different Time Zones Strategies for Working with Customers in Different Time Zones is essential for businesses operating on a global scale. As companies expand internationally, providing seamless customer service across multiple time zones becomes increasingly important.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? Most customer support agents care.

Customer Service 57

Customer Service B2B Customer retention CRM 57

ShepHyken

APRIL 26, 2021

My comment: You know I love stats and facts about anything related to customer service and CX. Tricia Morris has compiled a list of nine findings that anyone that has anything to do with a contact center and customer support should be aware of. One of the main points is that customer service is becoming the face of a brand.

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Customer Service First call resolution Contact Center Best practices 361

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty.

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Customer Service Customer retention Customer centricity Education 237

ShepHyken

SEPTEMBER 30, 2019

What is Customer Engagement: Strategy, Examples, and Tips by Brayn Wills. CustomerThink) Actively engaged customers spend more money, participate in branding initiatives, and often become your company’s best brand advocates. How To Boost Customer Retention Effectively Using Video by Koushik Marka.

Customer Service 48

Customer Service Customer retention Metrics Consulting 48

Contact Center Pipeline

JULY 6, 2022

As many businesses move towards a recurring revenue model, the priorities have shifted from “initial sales” to “customer retention and growth.” This shift has major repercussions inside the contact centers and customer support organizations of the […].

Customer retention 147

Customer retention Contact Center Customer Support Sales 147

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands?

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Customer Service Customer retention Marketing Sales 223

ShepHyken

OCTOBER 4, 2019

By engaging existing customers, businesses aim to retain them. Acquiring a new customer is about five to 25 times more expensive than retaining an existing one. Increasing customer retention rates by 5 percent increases profits by 25-95 percent. It makes business sense to value and retain the right customers.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Your customer support representatives play a crucial role in helping you achieve this, but they have their limitations. They can’t be available 24/7 to serve your customers, so how do you deal with this? return on spend, and 1.6x

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Customer Support Customer retention Customer Experience Management 277

ProProfs Blog

JUNE 15, 2020

With more than 60% of consumers finding customers experience an important factor (irrespective of price), it becomes all the more crucial for your business to look into substantial customer-oriented marketing strategies. That means you need to make customer needs and happiness your top priority.

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Surveys Marketing Customer retention Personalization 157

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. Reasons why customer churn rate increases.

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Surveys Benchmark Feedback Sales 148

ShepHyken

JUNE 13, 2016

And, more than just another channel, Twitter has created applications specific for customer service and business. Difficult Customers 101: The 4 Difficult Customers & How To Tame Them With Customer Support by Jack Plantin. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch.

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Customer Service Upselling B2C Customer retention 208

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Take demographic data about customers into account. The time to value is too long.

Customer retention 94

Customer retention Sales Marketing Big data 94

ShepHyken

MARCH 13, 2017

He manages a team of customer support professionals and knows what the best customer service looks like – and how to deliver it. In this informative article he shares five of the ways his team delivers a consistent customer experience. How To Provide Witty And Effective Customer Support On Social Media by Jimmy Rohampton.

Customer Service 236

Customer Service Best practices Customer retention Customer Support 236

ShepHyken

MAY 30, 2022

Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customer service. So many questions, problems, and complaints are answered and resolved using a form of customer support other than the phone.

Customer Service 36

Customer Service Customer retention Wait times Self service 36

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Real-time Customer Support Management.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business?

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Customer Support Bilingual agents outsourcing Contact Center 124

Hodusoft

JANUARY 17, 2025

Top 7 Tips for Reducing Wait Times in Microfinance Customer Support Using IP PBX Call Routing “Dear customer, please hold. ” We all have heard this pre-recorded audio message at some point in our lives when we call a customer support number. Your call is important to us.”

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Wait times Interactive Voice Response Customer Support Call flow 52

Solvvy

AUGUST 17, 2022

However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and retention to cost control and the bottom line. Why Should Businesses Track Customer Service KPIs?

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Customer Support Customer retention Chatbots Metrics 102

TeleDirect

MARCH 15, 2025

Call Center Service for Your Business: Inbound vs Outbound Call Center Service for Your Business: Inbound vs Outbound plays a critical role in optimizing customer support and business growth. Understanding the difference between inbound and outbound call centers helps businesses create efficient customer engagement strategies.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

Cincom

JANUARY 30, 2025

This tech isnt just about managing and tracking dataits about actually using that data to understand your customer base so that you can deliver a personalized experience, making them feel valuedbecause happy customers stick around longer, which means more repeat business. What is customer experience management? The reason?

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

Outsource Consultants

FEBRUARY 25, 2025

They enhance customer experiences, streamline operations, and boost sales. Businesses that effectively use call center services often see significant improvements in customer satisfaction and revenue. Elevating Customer Support Call centers provide top-notch customer support, which is essential for ecommerce success.

Call Center 67

Call Center Sales outsourcing Technical Support 67

CSM Magazine

FEBRUARY 6, 2025

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Heres why a customer service roadmap is a necessity: Improved Team Alignment: A roadmap ensures your team understands shared objectives and works toward common goals.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

Hodusoft

JULY 24, 2024

Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” In a time of growing competition and dwindling customer loyalty, businesses need to focus on customer retention more than ever before. Read on and thank us later.

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Customer retention Call Center call center software Interactive Voice Response 52

ShepHyken

JANUARY 31, 2020

There is definitely no one-size-fits-all strategy when it comes to dealing with clients, but having a heightened level of awareness on their needs will give you a degree of mastery when it comes to enhancing your brand’s customer support efficiency, increasing client service ratings and raising customer retention by a great deal.

Customer Service 223

Customer Service Entertainment Marketing Customer Support 223

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jim Iyoob, Chief Customer Officer at Etech Global Services. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn.

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Customer Service Chief Customer Officer Contact Center Consulting 251

TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. How does support ticket deflection benefit the customer? What is ticket deflection?

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Customer Support Self service Chatbots Wait times 98

ProProfs Blog

MAY 24, 2019

You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. To gain prominence in eCommerce, brands have to realize that there are two ways they can put this context into use: customer acquisition and customer retention.

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Customer retention Surveys Telecommunications Feedback 151

ShepHyken

JULY 20, 2020

Here are four ways companies are guilty of underserving their customers. How to Turn Every Customer Service Call Into a Valuable Customer-Retention Conversation by Gregg Schwartz. Rather than just respond, why not take the opportunity, since your connected with the customer, to deepen the relationship.

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Customer Service Self service Customer retention Surveys 159

Global Response

MAY 13, 2025

Whether it’s making an excellent first impression or setting the stage for long-term loyalty, the level of customer service you provide does a lot of heavy lifting. How exactly, though, do you assess the effectiveness of a customer service strategy? What are the levels of customer service?

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Customer Service First call resolution Customer retention industry standards 62

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. Now that you have customers, can you keep them? Help Customers to Succeed Why do customers support your business? Do you have a customer success strategy ?

Customer retention 67

Customer retention Marketing Customer Support Customer Service 67

ShepHyken

JANUARY 31, 2020

There is definitely no one-size-fits-all strategy when it comes to dealing with clients, but having a heightened level of awareness on their needs will give you a degree of mastery when it comes to enhancing your brand’s customer support efficiency, increasing client service ratings and raising customer retention by a great deal.

Customer Service 206

Customer Service Entertainment Marketing Customer Support 206