ShepHyken

JUNE 14, 2021

Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. My Comment: Personalization continues to be a hot topic. Forget Brand Loyalty.

Customer Service 250

Customer Service Customer retention Personalization Surveys 250

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

ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

Customer retention 95

Customer retention Sales Marketing Scripts 95

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 People are returning to non-essential businesses (in person) to do shopping.

Construction 232

Construction Customer Service Feedback Customer retention 232

Joe Rawlinson

DECEMBER 13, 2018

The result is that now you can hardly win over new customers using generic messages, so it’s crucial to tailor offers and personalize content. The strategy is extremely important since over 60% of consumers expect companies to send personalized offers or discounts based on items they’ve already purchased. Personalize Emails.

Personalization 111

Personalization Marketing Education Sales 111

Integrity Solutions

APRIL 19, 2024

At its essence, humanizing the sales experience is really about personalization. It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Personalization 103

Personalization Sales Scripts Contact Center 103

ShepHyken

AUGUST 14, 2023

When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

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. Signs that the person feels distressed or flustered.

Call Center 345

Call Center Contact Center Finance Consulting 345

ChurnZero

MAY 3, 2019

If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. Invest in Customer Service. Upcoming Webinar.

Customer retention 75

Customer retention CRM Upselling Sales 75

ShepHyken

OCTOBER 13, 2017

After those dozens of doomsday opinion posts, we’re now seeing that offline retail is definitely not dead. It’s all just a part of consumer demand, and customers still demand the in-store experience. That’s important because customer-centricity continues to be the driving force behind sales, and true customer loyalty.

Customer centricity 189

Customer centricity Customer retention Technology Personalization 189

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. These current customers are the perfect resource for prospective customers to learn exactly why doing business with your organization is a good idea. Webinar: How We Became a Customer-Obsessed Company.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

JustCall

FEBRUARY 24, 2025

These agents can exist in many forms, from recommendation engines that personalize your Netflix queue to self-driving cars that navigate traffic. If an AI agent were a person, this would be the part where it tilts its head, narrows its eyes, and says, Okay, I think I get it. Are you scheduling a meeting or just asking what time it is?)

Healthcare 40

Healthcare Chatbots Real estate Scripts 40

JivoChat

MARCH 28, 2023

Considered one of the most popular messaging apps in the world, WhatsApp offers several tools that you can enjoy to develop effective marketing strategies to straighten your relationship with your customers, increase customer retention rate, turn leads into clients, raise brand awareness, and build credibility.

Marketing 75

Marketing Accountability Sales Personalization 75

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

FEBRUARY 18, 2024

This article starts with a definition that I can live with but is not quite how I would define it. For me, customer service is more than support. It’s the interactions customers have with employees – all employees. While subscription models play a role, a crucial strategy involves identifying customer interests.

Customer Service 164

Customer Service Gamification Customer retention Customer Experience 164

ProProfs Blog

JANUARY 30, 2020

Successful Customer Engagement. Benefits of Customer Engagement. Customer Engagement Challenges. Customer Engagement Expectations. Mobile Customer Engagement. Impact of Customer Engagement On Sales. Personalized Customer Engagement. Impact of Customer Engagement.

B2B 204

B2B Banking Employee engagement Personalization 204

ShepHyken

JANUARY 31, 2020

Score says that 91% of your clients will leave your company for an alternative brand if they experience bad customer service. The key to dealing with the Matures is to up your personalization when providing customer support. The Four Generations of Clients. Treat them with patience and special treatment.

Customer Service 218

Customer Service Entertainment Marketing Customer Support 218

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. Q: Do you think the percentage of spending on Customer Success is too small, especially given the thesis of this presentation and the impact it can have? You of course would rather buy from your CS person.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

ShepHyken

NOVEMBER 27, 2023

My Comment: This is a branding article, but consider one of the definitions of a brand, which I’ve latched onto. When the person taking your order in a drive-through window at a fast food restaurant is upset when they don’t get tipped, we have an issue (which is addressed in the article). A brand is a promise delivered.

Customer Service 182

Customer Service Morale Customer retention Marketing 182

ShepHyken

JANUARY 31, 2020

Score says that 91% of your clients will leave your company for an alternative brand if they experience bad customer service. The key to dealing with the Matures is to up your personalization when providing customer support. The Four Generations of Clients. Treat them with patience and special treatment.

Customer Service 206

Customer Service Entertainment Marketing Customer Support 206

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. I’m often asked to define customer centricity.

Customer Service 178

Customer Service Contact Center Customer centricity Banking 178

Beyond Philosophy

APRIL 14, 2022

However, here are some of the stats that stood out to me most: 73% of business leaders reported a direct link between customer service and business performance. 64% of business leaders say that customer service has a positive impact on the company’s growth . 60% say customer service improves customer retention .

Contact Center 195

Contact Center Upselling Education Engineering 195

Pointillist

JANUARY 25, 2019

As Forrester explains in a recent report : Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Yes, you can steal that definition. Why is customer experience important? We won’t mind. . 73% of U.S.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

Babelforce

AUGUST 6, 2020

Post summary: A 2% increase in retention has the same impact as a 10% cut in costs A surprising proportion of churning customers can be retained with a single positive message Simple automation is fertile ground for competing for fickle customers! There are plenty of ways to drive customer loyalty. First some definitions.

Customer retention 52

Customer retention APIs Contact Center Feedback 52

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

Callminer

JULY 30, 2020

Here are four steps to move the customer from angry to heard. Try not to take the demonstration of anger personally. Don’t require disciplinary action, like the fact that an employee followed a company policy the customer doesn’t personally agree with. Accept the anger. Shem Mandajos. Michael Podolsky.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Totango

JUNE 26, 2020

COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

SaaS 98

SaaS Customer retention Best practices Telecommunications 98

CSM Magazine

DECEMBER 21, 2021

One way to alleviate this disparity in work/life balance is to include off-hours messaging that takes pressure off in-person communications. While AI is typically a tool for improved customer service, considering ways that it may help employee communication and problem solving is a good idea.

Finance 52

Finance Customer retention Personalization Customer Service 52

Call Center Weekly

APRIL 9, 2018

Retaining customers is often a matter of listening to your customer's concerns, understanding their needs and putting your business in a position to meet these needs. I personally don't know of another way to think. But how can business leaders definitively know and quantify the things that aren't working?

Best practices 143

Best practices Consulting Consulting Feedback 143

Global Response

OCTOBER 15, 2024

The truth is the best form of customer communication isn’t tied to one specific channel. It’s about reaching customers — and allowing them to reach you — wherever they are. In the past, shopping was a linear experience with in-person interactions. Today, the customer journey is more complex and centralized.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

Fonolo

MARCH 16, 2021

With email or social media, you can reasonably stretch that definition to mean the same ‘conversation,’ ‘thread,’ or even the ‘first day.’ What we’re really measuring here is the efficiency of your internal processes, so your definitions of FCR should match your goals.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125