Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? Review “lost customer” feedback.

Customer retention 117

Customer retention Finance Customer effort Analytics 117

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

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback?

Feedback 143

Feedback Surveys Customer centricity Metrics 143

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. Gain feedbacks in real-time – Feedbacks have always been a must!

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. And customer retention rates are plunging. Customer retention drops.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

TeleDirect

DECEMBER 25, 2024

Improved Customer Satisfaction When customers receive timely and effective assistance, their satisfaction increases. Example: Imagine a customer facing a technical issue with your product late at night. Global Reach For businesses with international customers, operating across different time zones can be challenging.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

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? To do a churn analysis, first segment customers who have churned.

Customer retention 94

Customer retention Sales Marketing Big data 94

Beyond Philosophy

SEPTEMBER 22, 2015

They are: They always do more for Customers. They know these two words: Customer Convenience. Let’s take a closer look at each of these with specific examples from companies with great experiences: Always Do More for Customers. They are always improving their services with the Customers in mind.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

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

Beyond Philosophy

OCTOBER 2, 2017

This is a classic example of companies blaming other people for their own failure to focus on what customers want. This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. Blaming Others is Not a Winning Strategy.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

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. Start by defining your customer service philosophy.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

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. Adrian Travis. You can also inform them of their increased vulnerability.

Call Center 345

Call Center Contact Center Finance Consulting 345

Cincom

JANUARY 30, 2025

CX software, or customer experience software, helps businesses to execute personalized interactions with customers. These data allow businesses to tailor their communication strategy in the right direction to ensure that they are exceeding customer expectations.

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

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. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 98

Surveys Feedback Customer Support Wireless 98

TechSee

MARCH 7, 2022

A Gartner survey of service leaders found that investing in new and existing customer-facing channels and leveraging AI to enhance customer experience and operational excellence are top priorities for 2022. These are recognized as important aspects of customer service strategy, customer engagement, and business growth.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

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. What are customers mentioning you’re doing wrong?

Customer retention 52

Customer retention Surveys Feedback Education 52

CSM Magazine

JANUARY 20, 2025

For example, if you’re unsure whether a shorter or longer meta description will perform better, test both. For example, if most visitors search how to start running, create a 101-style guide instead of expert-level training plans. Custom Recommendations : Use SEO data alongside tools like Hotjar to analyze behavior patterns.

Metrics 64

Metrics Feedback Analytics Scripts 64

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? For example: Did the agent understand your concerns?

Customer Support 52

Customer Support Surveys Feedback Metrics 52

customer sure

DECEMBER 21, 2024

What Is Customer Retention? Customer retention is the practice of keeping your customers loyal and engaged over the long term. Why Customer Retention Is Important If customer acquisition feels expensive, it is. Gather Key Metrics: S = Customers at the start of the period.

Customer retention 62

Customer retention B2B Feedback Metrics 62

ShepHyken

AUGUST 14, 2020

Getting customers involved after posting relatable product content on social networking sites can be a good idea. For example, posting pictures of the latest products and asking customers to highlight their favorite ones can be appropriate. Replying to comments can help in increasing customer loyalty towards the brand.

Customer Experience 261

Customer Experience Entertainment Sales Advertising 261

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. These customers come back to you again and again. Example of NPS survey by Nicereply .

Customer Service 200

Customer Service Best practices Surveys Feedback 200

Callminer

APRIL 30, 2020

The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Brainstorming and coming up with viable solutions is an important aspect of customer conflict resolution. Tailor solutions to the customer and their specific problem. ” – Robert W.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Nicereply

OCTOBER 16, 2024

To do this, start a customer loyalty program. For example, if you’re a SaaS company, you wouldn’t be able to offer a freebie product with each purchase. For example, let’s say a customer ordered body sprays from Bath & Body Works. The brand might throw in some free body sprays for the customer to sample.

Education 52

Education Entertainment Feedback Chatbots 52

delighted

JANUARY 4, 2022

Now, every interaction with a customer is a two-way conversation; one where customers expect to be asked for their opinions – and listened to – in order for you to keep their business. Companies need to open up a dialogue to better understand their customers and that dialogue starts with asking for customer feedback.

Feedback 89

Feedback Surveys Customer effort Benchmark 89

CCNG

JUNE 14, 2023

The Role of Empathy in Understanding Customer Needs Empathy is the ability to put yourself in your customers' shoes and understand their needs, wants, and feelings. In my example above, the agent immediately identified my sense of urgency. In my example, the airline empowered their agent to make a change.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” This example is consistent with some overall gamification trends.

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Gamification Big data Personalization Feedback 265

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

CCNG

SEPTEMBER 11, 2024

This personalization enhances customer satisfaction, loyalty, and overall experience. Key components include predictive analytics, recommendation engines, and real-time customization. Performance Monitoring and Feedback: Monitor agent performance to identify improvement areas and provide clear, actionable feedback promptly.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

OctopusTech

JULY 17, 2023

Customer retention email plays a major role for the growth of any company. But what about your existing customers who keep purchasing your products? This is where customer retention email comes in as with this a company can use different email strategies to make them buy the goods again from a brand.

Customer retention 62

Customer retention Surveys Feedback Marketing 62

Nicereply

DECEMBER 17, 2024

In this article, we’ll explore the importance of CES in the SaaS industry, how it differs from other customer satisfaction metrics, and why reducing customer effort is crucial for long-term success. CES feedback can guide these iterations, ensuring that each update enhances rather than complicates the user experience.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

TeleDirect

DECEMBER 24, 2024

Monitor Performance Track KPIs and gather customer feedback to evaluate the effectiveness of the outsourced support team. Real-World Examples of Outsourcing Success Example 1: Scaling Support for an E-Commerce Startup An e-commerce startup partnered with an outsourcing provider to handle customer inquiries during peak holiday seasons.

outsourcing 62

outsourcing Customer Support Healthcare Technical Support 62

ProProfs Blog

DECEMBER 22, 2019

To set your brand above and beyond, you need to develop smart customer services , which ultimately focus on providing not just active, but proactive customer service along with offering a high-quality product at affordable prices. . Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business. This feedback helps inform how they operate going forward.

Surveys 78

Surveys Feedback Banking Best practices 78

CSM Magazine

JANUARY 2, 2025

Lets look at some examples: Healthcare: Patients want more than medical advice. Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

customer sure

JANUARY 20, 2025

If youre a CustomerSure client, you can personalise customer interactions based on real-time feedback. Tools like our survey personalisation feature ensure that every customer feels heard, driving satisfaction and trust. According to PwC , AI is revolutionising customer experiences by enabling hyper-personalised interactions.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

CSM Magazine

APRIL 10, 2025

Allow data from past interactions, purchase history, and preferences to flow across all channels , so the customer doesnt have to repeat themselves. Invest in AI-powered tools that can quickly analyze customer data and offer intelligent self-service recommendations.

Self service 52

Self service Personalization Chatbots industry standards 52

ShepHyken

MARCH 21, 2022

It’s not so much that there is anything new here, but it’s a solid list: self-service options, an omni-channel experience, measuring success, turning around negative feedback, and doing more than expected. How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch.

Customer Service 180

Customer Service Customer retention Self service Engineering 180