Beyond Philosophy

MARCH 5, 2015

View our books on Customer Experience here. Follow Colin Shaw on Twitter @ColinShaw_CX. The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

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Airlines Transportation Customer centricity Employee engagement 330

TeleDirect

DECEMBER 25, 2024

Industries That Benefit From 24/7 Call Centers While all industries can benefit from round-the-clock customer support, some sectors rely on it more heavily: 1. Offer real-time assistance during global sales events. A 40% increase in customer satisfaction and a 20% boost in sales during peak periods. The result?

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Call Center Customer Experience Technical Support Healthcare 127

Totango

APRIL 28, 2020

One especially important facet of planning for the unexpected inevitable is customer retention. In difficult, uncertain times, attracting new customers becomes exponentially harder as budgets tighten and priorities shift. Automating standard processes can prevent churn by ensuring that no customers slip through the cracks.

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Customer retention Enterprise Accountability Technology 114

ProProfs Blog

APRIL 25, 2019

Well, one answer to that question is to make more sales, and no doubt that is important, another answer to that is customer retention. And what exactly is customer retention? No points for guessing, retain customers. Offer Customers Testimonials and Use Cases During the Sales Process.

Customer retention 99

Customer retention Gamification Surveys Feedback 99

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

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Customer retention Analytics Airlines SaaS 110

Beyond Philosophy

OCTOBER 8, 2014

If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention The Moral Dilemma: Collecting Data on Customer Behavior Colin Shaw is the founder and CEO of Beyond (..)

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Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

OCTOBER 28, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

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. Minimize downtime with instant troubleshooting.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

Beyond Philosophy

MARCH 31, 2015

Branch staff are both well-trained and equipped with high tech devices (they have “mobile concierges”, with iPads and headsets) for making customer inquiries and transactions go smoothly and efficiently. The post At A Fork In the Road: As a Customer Relationship Driver, Where Is Branch Banking Headed? Blogs Customer Retention'

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Banking Airlines Self service Finance 310

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

Totango

FEBRUARY 9, 2022

Automated procedures also may be set up to reach out to customers who fail to renew. Finally, in a best practices scenario, contract renewal automation utilizes KPIs and analytics to track customer retention rates and review the performance of renewal procedures.

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Customer retention SaaS Best practices Upselling 100

Beyond Philosophy

MAY 12, 2015

Nothing could be further from the truth in both Business-to-Consumer and Business-to-Business situations, we know that Customers are irrational. Your gut may be telling you that there is a causal relationship between the events you are interpreting, but that doesn’t make it so.

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Personalization Customer Experience Customer centricity Consulting 369

Beyond Philosophy

FEBRUARY 24, 2015

As Professor Ryan Hamilton will be going though is our upcoming training event, “ Examining Consumer Psychology: How to Influence Customer Decisions ,” these types of theories and their implications can have a profound influence on consumer behavior. In the process, the business gets more of their money.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

Call Center Weekly

APRIL 25, 2018

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers. Minor frustrations, unfilled needs and finally a "trigger" event cause a breakup.

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contact center associations Customer retention Contact Center Sales 43

ShepHyken

DECEMBER 14, 2018

“To guarantee customer retention, CX teams need to consider a security breach as a likely stop along the customer journey. An incorrect email address or a missing point of contact could be the difference between ruining a customer relationship forever and rebuilding customer trust and driving retention following a breach.”.

Customer Experience 268

Customer Experience Government Coaching Customer retention 268

ShepHyken

AUGUST 29, 2022

(Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers. Few business owners, however, pay anywhere near as much attention to customer retention, even though keeping an existing customer for longer is a far easier way to grow revenue.

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Customer Service Customer retention Morale Advertising 165

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

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Customer retention Chief Customer Officer Construction Morale 72

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

ClientSuccess

JANUARY 25, 2021

But taking a creative approach here – aka having a customer and CSM co-present on the value of support during an onboarding exercise – can take your events to the next level. And, of course, your team should treat your customer speaker as the VIP they are once the conference (or virtual event) arrives. Digital Marketing.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ShepHyken

JUNE 11, 2018

Create great customer events. Customer Loyalty is Not the Same as Repeat Business by Joseph Michelli . My Comment: I’ve always believed that customer retention is about repeat business, which is transactional. But, what I like about this article is that it focuses on three simple ideas. (By

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Customer Service Customer retention Customer Experience 199

Beyond Philosophy

OCTOBER 24, 2014

Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)

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Customer emotions Employee engagement Customer centricity Customer retention 186

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Shocker, right? How will this help? .

Customer retention 73

Customer retention B2C Entertainment Consulting 73

TeleDirect

JANUARY 9, 2025

Outcome: Customers receive consistent, high-quality support that reinforces brand loyalty and trust. Provide 24/7 support during global sales events. Enhance customer experience through personalized service. Customer Retention : Consistent, high-quality service ensures satisfied customers and repeat business.

Call Center 77

Call Center Healthcare Multichannel First call resolution 77

Beyond Philosophy

OCTOBER 8, 2014

If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

CSM Magazine

FEBRUARY 6, 2025

Cost-Effective Marketing Personalized merchandise works as both a customer retention strategy and a brand-awareness tool. A well-designed custom t-shirt featuring your logo or tagline is a surprisingly affordable way to spread your message far and wide while keeping existing customers loyal.

Personalization 52

Personalization Advertising Customer retention Feedback 52

CSM Magazine

FEBRUARY 5, 2025

If your business idea has potential and you’ve created a solid plan for your call center, approaching local angel investor networks or pitching at events could be a great way to attract funding. Be prepared to answer questions about expected revenue, customer retention strategies, and how your call center will stand out.

Call Center 52

Call Center Government Banking Customer retention 52

CSM Magazine

SEPTEMBER 22, 2022

Your customer retention rate tells you how many of your customers are staying with you, rather than defecting to a competitor. Of course, every business wants to retain 100% of its customers (and increase the amount they spend!), To get started, take a look at these four ways to increase customer retention: 1.

Customer retention 52

Customer retention Marketing Sales Customer Service 52

TeleDirect

JANUARY 4, 2025

Providing support during global sales events. Minimizing downtime for customers relying on your product. A: While there is an upfront investment, the long-term benefitsincluding increased revenue, customer retention, and improved reputationmake 24/7 support highly cost-effective. Q: Are 24/7 call centers cost-effective?

Healthcare 62

Healthcare Call Center call center solutions Sales 62

CSM Magazine

JANUARY 25, 2022

Blogging is an effective resource in sharing your integrity and work ethic with potential customers. It’s a powerful platform to notify your audience about your business’s offerings and special events. A blog can turn into a customer retention magnet because it will keep your visitors current. Keep Your Customers in Mind.

Customer retention 52

Customer retention Advertising Customer Service Management 52

Beyond Philosophy

JUNE 11, 2015

For example, a lifestyle and weight management service company might work curation into their engagement program by having members compete by creating perfect combinations of healthy foods for breakfast, lunch and dinner, or special events like parties.

Gamification 265

Gamification Big data Personalization Feedback 265

CSM Magazine

MARCH 28, 2024

Crafting strategies for customer retention is like composing a hit song; it requires attention to detail, creativity, and some personal flair. 5 Ways to Improve Customer Retention for Your Music Studio Keeping your music students engaged isn’t just about the right notes—it’s about the right approach.

Customer retention 52

Customer retention Finance Personalization Management 52

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

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Best practices Customer retention Metrics Enterprise 127

TeleDirect

DECEMBER 20, 2024

It includes: Customer Service : The direct interactions customers have with support teams. In-Person Experiences : Retail store visits or event participation. Brand Perception : How customers feel about the company overall. Businesses that fail to deliver in these areas risk losing customers to competitors who do.

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Customer Experience Journey mapping Call Center Chatbots 62

ChurnZero

JUNE 16, 2020

That’s what led them to bring that value online with their SaaStock Remote event last week. ChurnZero was thrilled to be able to sponsor the event as well as sit in on the sessions ourselves, which might not have been as possible if we were sponsoring and exhibiting at the event in person. Customer Success Around the Web.

SaaS 92

SaaS Customer centricity Customer retention B2B 92

Customers That Stick

SEPTEMBER 18, 2014

Blog customer-loyalty Guest Posts customer loyalty customer retention' Instead, the degree to which the loyalty program includes components of social sharing and acknowledges the Millennial consumer in a way that gives them the opportunity to feel a part of a business matters more than money-saving offers.

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Customer retention Surveys Sales Technology 133