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

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Benchmark 309

Benchmark Customer retention Feedback Consulting 309

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 (..)

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Customer Experience Customer centricity Scripts Customer emotions 300

C3Centricity

AUGUST 1, 2023

Customer retention is essential for the long-term success of any business. We all know that happy customers are more likely to make […] The post The Customer Retention Goldmine: How to Keep Customers Happy and Drive Exponential Growth first appeared on c3centricity.

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Customer retention Best practices Customer centricity Personalization 118

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

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Customer Service Customer retention B2C B2B 346

Beyond Philosophy

AUGUST 20, 2022

Unfortunately, few organizations know how to build them. 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. To the company, proactive experiences provide a different advantage: customer retention.

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Consulting Consulting Customer retention Surveys 56

AnswerConnect

NOVEMBER 13, 2024

Discover how to use the power of empathy in your customer service. Build trust and improve customer retention with empathetic customer service experiences. The post How to unlock the power of empathy to improve customer retention appeared first on AnswerConnect Blog.

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Customer retention Customer Service Answering services 98

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency.

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Wait times Call Center Abandon rate First call resolution 79

ShepHyken

FEBRUARY 20, 2024

How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition? A happy and satisfied workforce leads to a better customer service experience.

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Customer retention Analytics Customer Experience Customer Service 206

SharpenCX

NOVEMBER 17, 2021

Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. And, we’ve done a deep dive to see just how they do it. >> Spotify Finds Success.

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Customer retention Personalization Accountability Customer Experience 145

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron.

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Customer Service B2C B2B Customer retention 391

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. Too many times we focus on being competitive with our competition, versus being competitive for the customer.

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Customer Service Customer retention Contact Center Sales 398

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. Customers want their issues resolved on the first call, without needing to make multiple follow-ups.

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Call Center Multi-channel support Customer Service First call resolution 62

Genroe

JUNE 20, 2024

Discover effective bank customer retention strategies tailored to each stage of the customer life-cycle. Learn how to leverage customer feedback and personalization to keep your banking customers engaged, loyal, and satisfied.

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Customer retention Banking Feedback Personalization 96

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. It’s way beyond attaining requests and offering assistance or help.

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Customer Experience Feedback Customer centricity Customer retention 297

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. That said, you’ll enjoy this author’s version of how to WOW your customers. Here are my top five picks from last week.

Customer Service 60

Customer Service Customer retention Customer Experience Marketing 60

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

Nicereply

OCTOBER 11, 2024

Customers will gladly hand you their hard-earned dollars if you continuously provide value and help them solve their problems. Let’s take a closer look at what customer satisfaction is and why it matters. We’ll also review how to measure customer satisfaction, along with some tips on how to improve it.

Customer retention 52

Customer retention Surveys Feedback Education 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?

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Customer retention SaaS Upselling Analytics 98

Outsource Consultants

FEBRUARY 25, 2025

In this post, we’ll explore how to harness the power of call centers to increase your ecommerce sales and stay ahead in the competitive digital marketplace. How Call Centers Drive Ecommerce Success Ecommerce call centers form the backbone of successful online retail operations. How can a call center increase my e-commerce sales?

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Call Center Sales outsourcing Technical Support 67

ShepHyken

JANUARY 27, 2020

My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world. Plenty of ideas on how to create employee satisfaction, employee engagement and the positive impact it has on the company and its customers. Don’t just attract new customers.

Customer Service 52

Customer Service Customer retention Airlines Employee engagement 52

Beyond Philosophy

NOVEMBER 11, 2014

Yet benefiting from a habit is one thing; knowing how to create or change it is something else entirely. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming.

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Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

MARCH 12, 2015

When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. So if Customers aren’t rational all the time, why would you only concentrate on the rational part of the experience? Customers are Irrational: Stop Fighting It.

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Customer emotions Journey mapping Customer centricity Customer retention 417

ShepHyken

JULY 26, 2021

times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson.

Customer Service 270

Customer Service Customer retention Contact Center Upselling 270

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.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ShepHyken

DECEMBER 5, 2016

40 Customer Retention Statistics You Need to Know by Chris Boeckelman. GetFeedback) Here are 40 stats on customer retention that reinforce the growing need for customer experience management. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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Customer Service Customer retention Personalization Customer Experience 313

CSM Magazine

JANUARY 20, 2025

Here’s how to implement A/B testing effectively: Pick a Variable to Test : This could be a headline, call-to-action (CTA), or page layout. SEO metrics offer invaluable insights into how to make content more personal, relevant, and actionable. That’s where A/B testing comes in. Adjust your content accordingly.

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Metrics Feedback Analytics Scripts 64

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

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. How to Calculate Your Customer Retention Rate by Max Freedman.

Customer Service 260

Customer Service Customer retention Customer Experience Technology 260

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

ShepHyken

DECEMBER 9, 2022

So how can you make sure that your customer journey is aligned with your brand expectations? And more importantly, how can you ensure that it’s not costing you sales? We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? .

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Sales CRM Contact Center Customer retention 314

ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

Customer Service 254

Customer Service Customer retention Marketing Customer Experience 254

ShepHyken

AUGUST 24, 2021

Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. It is a philosophy.

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SaaS Upselling Customer retention Feedback 360

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%.

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Customer Service Customer retention Feedback Airlines 152

Beyond Philosophy

MARCH 19, 2019

Bell describes innovative service as a gesture of generosity hopefully exceeding the customer’s expectations. The goal is not to make the customer go, “Wow!” Define customer loyalty for your organization. People often define terms differently; you need to ensure they define customer loyalty in the same way.

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Customer centricity Customer retention Consulting Consulting 337