ShepHyken

SEPTEMBER 30, 2019

NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time.

Customer Service 47

Customer Service Customer retention Metrics Consulting 47

TeleDirect

DECEMBER 25, 2024

Global Reach For businesses with international customers, operating across different time zones can be challenging. A 24/7 call center ensures: Seamless support for customers worldwide. Increased opportunities to expand into global markets. Enhanced Brand Loyalty Consistently excellent customer support fosters trust and loyalty.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

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. In every sector and among diverse markets. Like hospitality, retail faces significant challenges to keeping their customers.

Customer retention 40

Customer retention Feedback B2C Metrics 40

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

APRIL 17, 2020

Customers always have so many options in the market to choose their desired product or service. Just in case they aren’t satisfied, they can opt for any of your competitors in the market. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. So, buckle up.

Metrics 142

Metrics Customer retention SaaS Surveys 142

delighted

MARCH 23, 2021

By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. What’s your customer retention rate? Before you can focus on improving customer retention, you must benchmark how you’re currently doing in this department.

Customer retention 116

Customer retention Feedback Surveys Benchmark 116

ProProfs Blog

DECEMBER 11, 2020

They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” or “Are we successful as a brand to create an awesome experience for our customers?”. Let’s get started!

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Beyond Philosophy

MARCH 19, 2019

High-level management love metrics. You have to show them in actual numbers how having innovative Customer Experience produces results. Bell recommends pilot programs to serve as evidence that providing innovative customer service works to increase customer retention and loyalty for your senior management team.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Customer Retention Is Your Future.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

ShepHyken

SEPTEMBER 15, 2023

This week, we feature an article by Maria Fintanidou, a copywriter for Moosend , an email marketing automation software. She writes about using email marketing to improve customer service and experience throughout the entire customer journey. It’s all about your email marketing revolving around your subscribers’ needs.

Marketing 163

Marketing Customer Experience Entertainment Customer centricity 163

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? For a subscription business, this is a clear and simple metric.

Customer retention 117

Customer retention Finance Customer effort Analytics 117

ShepHyken

MAY 13, 2024

There are several suggestions on how to be customer-obsessed, but I was especially happy to see one of his major points in all caps: EXPERIENCE IS THE NEW BRAND. In this article, we explain why businesses must understand, calculate, track, and decrease their churn rate to retain customers and grow revenue. What Is Churn Rate?

Customer Service 196

Customer Service Customer retention Metrics Advertising 196

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

SharpenCX

AUGUST 31, 2021

How you customize your dashboard depends on the outcome you’re looking for. Your agents are concerned with their individual metrics and the day-to-day goals. How do our customers feel? Use the following list of metrics and key performance indicators (KPIs) as a guide for which metrics to show your executive team.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Beyond Philosophy

AUGUST 16, 2018

However, when you don’t have a clear articulation of what you are trying to deliver, everyone does what he or she thinks is the right thing for Customer Experience, which can have a broad scope of outcomes. Moreover, it should be a metric that has a direct connection to the changes you made. What drives value for the organization?

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

ShepHyken

MAY 25, 2020

How to calculate your customer retention rate by Bryce Baer. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. I was glad to see this article, which includes the formula to measure customer retention. Zendesk) Churn happens.

Customer Service 158

Customer Service Customer retention Contact Center Marketing 158

Totango

FEBRUARY 9, 2022

Typically, a business will send one or more renewal reminders and offers to a customer whose subscription is about to expire. For top-tier, or Enterprise, customers this conversation usually begins 6 months prior to the renewal date. For mid-tier or mid-market, customers the process usually begins 3 months in advance.

Customer retention 100

Customer retention SaaS Best practices Upselling 100

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ShepHyken

SEPTEMBER 26, 2022

Traditionally, decision-makers and marketers have relied on surveys to measure customer success. These customer experience analytics tools are useful — you shouldn’t throw them out the window just yet. However, backward-looking metrics have their downsides. Take a look at the future of CX analytics.

Customer Service 177

Customer Service Customer retention Analytics Surveys 177

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. Yaniv Masjedi is the Chief Marketing Officer of Nextiva. Yaniv Masjedi.

Call Center 345

Call Center Contact Center Finance Consulting 345

VirtualPBX

JULY 18, 2024

Hear from guest blogger, Co-founder and CEO of Onilab, Art Malcovich, on what SMS marketing can do for your e-commerce. E-commerce businesses connect with their customers through multiple channels: emails, social media, live chats, and chatbots. SMS marketing is another valuable tool for reaching potential buyers.

Marketing 105

Marketing Customer retention SaaS Sales 105

Education Services Group

APRIL 27, 2022

I’m not going to waste time trying to document how to correctly (mathematically) calculate all the three letter acronyms—but feel free to check out our Customer Success Definitions, Calculations, and Lingo…Oh My! Instead, I want to do some level setting on some specific metrics and flaws I see in the industry.

Metrics 98

Metrics Surveys SaaS CRM 98

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business.

SaaS 98

SaaS Metrics Customer retention Upselling 98

Outsource Consultants

MARCH 18, 2025

This article dives into key market trends (including cost benefits and regional considerations), real-world success stories of outsourcing, the impact of AI-driven disruptions in call centers, and how to balance automation with human agents for superior customer interactions. Flexibility in service offerings is equally important.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

TeleDirect

MARCH 15, 2025

Better Brand Representation and Customer Trust Customers prefer speaking to agents who understand regional dialects, cultural norms, and business etiquette. A US-based call center ensures: More authentic and engaging customer interactions. Higher customer retention due to personalized service.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

Quiq

MARCH 31, 2022

Share This Story So much time and effort is spent on customer acquisition. Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention. What is customer retention? And that’s a big mistake.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That nuance is derived from three underlying factors: Construct.

SaaS 94

SaaS Metrics Customer retention Construction 94

Beyond Philosophy

SEPTEMBER 15, 2015

It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. How does that compare with the rest of the market?”. The NPS score has been around for years and has seeped its way into business vernacular. One of the frequent questions I get is, “Our NPS is XX.

Banking 383

Banking Telecommunications Consulting Consulting 383

CSM Magazine

JANUARY 21, 2025

Consistency :Providing a consistent level of service across all customer interactions helps build and maintain trust. Personalized Customer Service In an age where consumers are bombarded with generic marketing messages, personalized customer service stands out as a key differentiator.

Customer Service 52

Customer Service Customer retention Metrics Surveys 52

CCNG

JUNE 14, 2023

In today's competitive market, providing an outstanding customer experience is more important than ever. Businesses that excel in creating strong connections with their customers often enjoy higher levels of customer loyalty and increased revenue. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

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 196

Customer Service Best practices Surveys Feedback 196

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy. Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

TeleDirect

DECEMBER 20, 2024

Why Customer Experience is the New Competitive Edge for Businesses In today’s hyper-competitive market, where consumers are bombarded with options at every turn, businesses face an undeniable truth: customer experience (CX) is no longer a mere differentiatorit is the competitive edge.

Customer Experience 62

Customer Experience Journey mapping Call Center Chatbots 62

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

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Irit: Hi everyone.

Metrics 98

Metrics SaaS Surveys Self service 98

ProProfs Blog

JANUARY 7, 2022

To steer yourself towards success, it is essential to measure its product-market fit. Meaning: Whether there is a market demand for your product or not. Products whose value proposition satisfies the needs of a market and its potential customers are likely to experience success. But how do you measure product-market fit

Marketing 78

Marketing Surveys Customer retention Metrics 78

ClientSuccess

NOVEMBER 2, 2022

SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Here are some tips that can help your customer success team boost customer retention and reduce churn: 1. The post Ready to Boost Customer Retention?

Customer retention 70

Customer retention Upselling SaaS Accountability 70