BlueOcean

MARCH 11, 2025

Are you one of the 85% of customer service leaders planning to explore conversational AI solutions in the next year? Maybe youre all too familiar with the way your contact center seems to be a black hole of data. Or perhaps you can sense that your customers are looking for more when they come calling.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

CSM Magazine

NOVEMBER 12, 2024

It’s well-known that keeping an existing customer is far more cost-effective than acquiring a new one. This understanding has pushed customer retention to the forefront in many businesses today. Yet, while companies have embraced new marketing strategies, retention strategies often lag, with many relying on outdated methods.

Customer retention 59

Customer retention Analytics SaaS Metrics 59

Beyond Philosophy

NOVEMBER 10, 2014

We were also able to use this data to predict future membership length based on the quality of experience. In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. 24 April 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

The Petrova Experience

JANUARY 14, 2025

Its 2025, and businesses across sectors have a customer retention problem. companies alone lose an estimated $168 billion annually due to customer attrition, as revealed in a CallMiner whitepaper. The financial implication of customer churn is staggering, with little end in sight, if unaddressed.

Customer retention 40

Customer retention Feedback B2C Metrics 40

CSM Magazine

JANUARY 24, 2025

It is crucial for all general marketing purposes, including client retention. To explore exactly why and how this works, here are a few of the many ways high-risk payment solutions can improve customer retention for high-risk businesses. This is understandable and usually justified on the part of the customer too.

Customer retention 52

Customer retention Personalization Marketing 52

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 106

Customer retention Upselling CRM SaaS 106

ShepHyken

JANUARY 27, 2020

In keeping with that objective, let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends. My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world. Don’t just attract new customers.

Customer Service 52

Customer Service Customer retention Airlines Employee engagement 52

CSM Magazine

DECEMBER 17, 2024

Data is at the heart of delivering exceptional customer experiences. While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. Why Does Reverse ETL Matter for Customer Experience?

Customer Experience 52

Customer Experience Enterprise B2B Customer centricity 52

ShepHyken

JULY 26, 2021

15 Ways To Leverage AI In Customer Service by Forbes Business Council. Forbes) From gathering data to speech recognition and message response times, AI can enhance the customer experience in nearly every way when it’s applied correctly. What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson.

Customer Service 270

Customer Service Customer retention Contact Center Upselling 270

TeleDirect

JANUARY 7, 2025

Whether its a technical glitch, a healthcare crisis, or a travel disruption, having round-the-clock support ensures that your customers are never left stranded. Boosting Customer Retention Consistent, reliable customer service builds trust and loyalty. Provide personalized assistance to enhance the customer experience.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Monitor online review scores and comments, and send in mystery shoppers to get the inside scoop on how the customer journey really works. Keep Track of Customer Retention Figures.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

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

TeleDirect

DECEMBER 25, 2024

Allow customers to switch between channels without losing context. Customer Relationship Management (CRM) Systems Store customer data and interaction history. Track and analyze customer trends to improve service. Predict customer needs using data-driven insights.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

MARCH 27, 2023

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? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Service 57

Customer Service B2B Customer retention CRM 57

ShepHyken

AUGUST 23, 2019

Omnichannel Customer Service, especially when powered by Artificial Intelligence , integrates all communication channels of a company making its interaction with the customer easier. Customer retention. Data collection.

Customer Service 285

Customer Service Customer retention Self service Sales 285

The Northridge Group

MARCH 21, 2022

Such companies must make it a priority to improve customer experience and reduce customer churn. Leveraging data analytics to improve FCR rates is critical for achieving this objective. Northridge’s data-driven Root Cause Analysis process. Has the customer called in the past from a different phone number?

Wireless 127

Wireless Contact Center Average Handle Time Analytics 127

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. What do you measure at your organization?

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

OCTOBER 9, 2015

Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data. We are getting a picture, but it isn’t complete.

Big data 410

Big data Consulting Consulting Morale 410

ShepHyken

MAY 17, 2021

Customer Empathy: Four Data Points for Understanding How the Pandemic Has Impacted the Customer Experience (CX) by Janelle Estes. If you currently don’t have a customer success program, this article will give some insights to help get you started. 4 Ways for Marketers to Maximize Customer Retention by Jenn Horner.

Customer Service 213

Customer Service Customer retention Marketing Sales 213

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Every employee working with customer data needs to consider their treatment of data very carefully.

Customer Experience 268

Customer Experience Government Coaching Customer retention 268

TeleDirect

MARCH 15, 2025

US-Based Call Center Services: Why Domestic Support Matters for Your Business US-Based Call Center Services provide businesses with high-quality, reliable, and customer-focused support that enhances customer experience and operational efficiency. GDPR compliance for international data security standards.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

ShepHyken

MAY 13, 2024

Life on the Digital Edge: Evolving Your Customer Experience by Ragy Thomas (Fast Company) When communication was mostly one-way and brand experiences were driven by mass advertising, data was structured and mostly owned. Heavy adoption by customer base driven by employees actively promoting 4. Data analytics.

Customer Service 191

Customer Service Customer retention Metrics Advertising 191

Beyond Philosophy

JUNE 28, 2019

At any given moment, you might have two or three different psychological theories that explain why customers do what they do. However, Hedgecock says when you combine those theories with the data about how the customer felt at different moments in your experience, it can help point you in the right direction of which theory is correct.

Customer emotions 304

Customer emotions Customer retention Consulting Consulting 304

Cincom

JANUARY 30, 2025

This clearly highlights that if companies limit themselves to standard loyalty programs, customers will not hesitate to leave, consequently cutting down a large chunk of your revenue. Thats where customer experience software enters. CRM, claims, policy details, financial accounts) into a unified platform.

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

Outsource Consultants

MARCH 12, 2025

Mexico’s call centers are setting new benchmarks in customer retention. With a unique mix of cultural understanding, cost efficiency, and innovative service strategies, theyre proving to be a top choice for businesses seeking long-term customer loyalty.

Customer retention 67

Customer retention Call Center outsourcing Consulting 67

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 309

Benchmark Customer retention Feedback Consulting 309

Beyond Philosophy

FEBRUARY 3, 2015

If you enjoyed this post, you might be interested in the following blogs: What Does Your Experience Smell Like? Engaging the Subconscious Shopper. The Moral Dilemma: Collecting Data on Customer Behavior. Colin is an international author of four best-selling books and an engaging keynote speaker.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

AUGUST 20, 2022

While the definition of proactive experience is somewhat fluid at the moment, perhaps the best way to describe it is to solve a problem before the customer knows they have one. This proactive experience is powered by the emerging field of Customer Science, a convergence of data, artificial intelligence (AI), and the behavioral sciences.

Consulting 56

Consulting Consulting Customer retention Surveys 56

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. What is the focus of the systems in your organization?

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). People expect brands not just to fulfill their immediate needs, but to understand, anticipate, and address their evolving desires.

Banking 116

Banking Feedback Customer retention Marketing 116

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Customer Insight, Data and Action Generation.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

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 Here are my top five picks from last week. My Comment: What is context?

Construction 232

Construction Customer Service Feedback Customer retention 232

Beyond Philosophy

MAY 31, 2019

Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology? Why Are We Scared of New Technology?

Technology 239

Technology Transportation Consulting Consulting 239

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. What is Mixpanel? We have been able to automate monthly usage summaries for clients and improve our health scoring.

Enterprise 98

Enterprise Finance SaaS Analytics 98

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity. Simple is important to your Customers. And the proof is in the NPS data.

Banking 383

Banking Telecommunications Consulting Consulting 383

ShepHyken

MARCH 13, 2017

Sprout Social) Right when you think you’re getting a grasp on your demographics, buyer habits and trends on social media, something new changes and turns your data into old news. My Comment: It has been said that customer service is the new marketing. 3 Best Practices to Retain Customers and Stop Churn by Sarah Frazier.

Customer Service 230

Customer Service Best practices Customer retention Customer Support 230