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

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

Fonolo

SEPTEMBER 28, 2022

Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey! What is an After-Call Survey For?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Nicereply

OCTOBER 22, 2024

What is a feedback survey? Is it simply a strategy used to gauge customer satisfaction, or is it a means of actively involving and engaging your customers? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand.

Surveys 52

Surveys Feedback Customer retention Construction 52

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

ShepHyken

NOVEMBER 26, 2018

No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar. Am I your employee?

Airlines 218

Airlines Customer Service Employee engagement Morale 218

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 269

Customer Experience Government Coaching Customer retention 269

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

ProProfs Blog

DECEMBER 6, 2019

What Is a Real-Time Feedback Survey? In simple words, the definition of a real-time feedback survey can be stated as the live review companies request the customers to give on their brand’s website or mobile app, immediately after they have used a product or service. What Are the Advantages of a Real-Time Feedback Survey?

Feedback 124

Feedback Surveys Sales Benchmark 124

ProProfs Blog

APRIL 10, 2020

Using dedicated survey software like ProProfs Survey Maker is the best way to build communication with your customers and gather insights to achieve true customer satisfaction. You can monitor customer behavior and fulfill their expectations before they fall prey to any other company. No brand is perfect.

Surveys 109

Surveys Abandon rate Feedback Customer retention 109

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 233

Construction Customer Service Feedback Customer retention 233

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options. One of the most important emotions that your Experience generates with your Customers is Trust. How Self-Service is a Challenge to Organizations.

Self service 402

Self service Best practices Customer Experience Call Center 402

Vcaretec

JUNE 6, 2022

But how do those world-class brands who do monitor customer care then go about improving things like customer retention, customer loyalty, and customer advocacy? Measuring, benchmarking, and optimizing based on real customer data is the only way to effectively and purposefully move the needle.

Customer advocacy 90

Customer advocacy Wireless Customer Care Benchmark 90

CSM Magazine

FEBRUARY 6, 2025

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 Retention: Clear strategies lead to improved experiences, encouraging repeat customers. Month 6 Measure results via CSAT and NPS surveys.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

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. Marketplace data. 5 Ways to Enhance Customer Experience.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

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

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

TechSee

AUGUST 16, 2022

The data, based on a total of 2,706 completed survey responses from a nationwide sample of U.S. adults, shows that more than one in three US customers lack brand loyalty, with 38% of respondents stating they did not feel any loyalty to the brand and switched to a competitor after being approached. cial intelligence and big data.

Big data 109

Big data Surveys Customer retention Enterprise 109

TeleDirect

MARCH 15, 2025

Qualifying prospects for sales teams to convert into customers. Customer Retention & Follow-Ups Checking in with past customers to enhance loyalty and retention. Market Research & Customer Surveys Gathering customer feedback through phone surveys and opinion polls.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

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. Are there specific issues that multiple customers mention?

Customer retention 52

Customer retention Surveys Feedback Education 52

CSM Magazine

JANUARY 3, 2025

By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. Customer Feedback and Surveys Want to know how well your team connects with customers? Start by designing survey questions that target emotional interactions.

Customer Support 52

Customer Support Surveys Feedback Metrics 52

ShepHyken

MAY 20, 2022

A 5% increase in customer retention increases profits by 25-95%. It’s estimated that new customers cost five times more than loyal customers. Good customer service is a strong pillar of customer loyalty. What is customer loyalty? Maintaining customer loyalty is simple, but not easy.

Customer Service 193

Customer Service Best practices Surveys Feedback 193

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Beyond Philosophy

OCTOBER 15, 2022

Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence works to provide useable insight. Combining the emotional data into the formula with concepts from the behavioral science side will make it so organizations can understand what and why their customers do what they do.

Journey mapping 195

Journey mapping Customer emotions Consulting Consulting 195

CCNG

SEPTEMBER 11, 2024

AI-driven personalization uses data analytics and machine learning to tailor customer interactions to their individual needs and preferences. This can be achieved by analyzing customer data to identify preferences or generating personalized recommendations.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

customer sure

JANUARY 20, 2025

Personalisation at Scale: Meeting Customers Where They Are Gone are the days of one-size-fits-all customer interactions. Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

TeleDirect

MARCH 9, 2025

In this blog, we will explore the best practices to improve customer service speed, optimize workflows, and leverage technology-driven solutions to enhance call center operations. Why Reducing Wait Times is Critical for Customer Satisfaction 1. Studies show that 60% of customers will abandon a brand after multiple bad experiences.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Nicereply

DECEMBER 17, 2024

The fundamental principle behind CES is simple: the easier it is for customers to do business with you, the more likely they are to continue doing so. This core customer service KPI is typically measured through surveys that ask people to rate their agreement with statements like, “The company made it easy for me to handle my issue.”

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

ProProfs Blog

MAY 24, 2019

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. 8 Ways to Increase the CLV of Your Customers. Encourage Customer Engagement via Email Marketing. Create Surveys for Feedback.

Customer retention 151

Customer retention Surveys Telecommunications Feedback 151

ShepHyken

OCTOBER 6, 2022

Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping. And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience.

Journey mapping 185

Journey mapping Customer emotions Customer effort B2C 185

delighted

OCTOBER 22, 2024

Mapping these touchpoints is crucial to understanding the ecommerce customer journey – and improving customer experiences. Leveraging tools that collect customer insights and data, ecommerce brands can readily gather the information they need to better serve their customers. Not sure where or how to get started?

Journey mapping 52

Journey mapping Surveys Feedback Advertising 52

ProProfs Blog

NOVEMBER 9, 2021

Being in the pursuit of offering the best customer experience, you’ll eventually end up having the highest levels of customer satisfaction, which will act as the key differentiator between you and your competitors. It promotes customer retention and loyalty. What type of surveys do you wish to send?

Surveys 146

Surveys Feedback Metrics Customer retention 146

CSM Magazine

JANUARY 21, 2025

Personalization can significantly enhance customer satisfaction and loyalty by making customers feel valued and understood. Here are a few strategies for implementing personalized customer service: Use Customer Data :Leverage customer data to tailor interactions based on past behaviors, preferences, and purchase history.

Customer Service 52

Customer Service Customer retention Metrics Surveys 52

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 78

Surveys Feedback Banking Best practices 78

ShepHyken

OCTOBER 17, 2022

Enough Already With Customer Feedback. 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? My Comment: I’ve always believed that surveys are very important. Here are my top five picks from last week.

Customer Service 35

Customer Service Surveys Chatbots Self service 35

CSM Magazine

JANUARY 20, 2025

Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. Data-driven strategies help you move beyond guesswork, ensuring your efforts truly align with what your customers want. That’s where A/B testing comes in.

Metrics 64

Metrics Feedback Analytics Scripts 64

ShepHyken

AUGUST 14, 2020

Some buyers also appreciate customer survey emails seeking their feedback within one week from the first purchase. As a part of post-sale monitoring, brands should also monitor reviews written by customers on various portals. The data can help in improving the products and introducing changes that the consumers expect.

Customer Experience 256

Customer Experience Entertainment Sales Advertising 256