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

ProProfs Blog

APRIL 17, 2020

And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. So, buckle up.

Metrics 142

Metrics Customer retention SaaS Surveys 142

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

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.

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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

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.

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Customer retention Finance Customer effort Analytics 117

Totango

OCTOBER 2, 2020

These adjustments might include promotions around free services to enhance implementation, offering more personalized training sessions, or providing more licenses for the same price. . Providing Value Is Key to Retaining Customers During an Economic Downturn . Every act of providing value is therefore an act of customer retention.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

Fonolo

MARCH 11, 2021

It may be difficult to think of metrics and reporting during times like these, but proper data collection can offer insight into what’s working in your call center and what’s not. Solutions can lie in different areas of your operations – for instance, improving server speed, hiring more staff, or providing additional training.

Call Center 131

Call Center Metrics Abandon rate Healthcare 131

Beyond Philosophy

AUGUST 16, 2018

What is the organization willing to do to support the improved Customer Experience? What should you do when you create this improved Customer Experience? What training do you need to make this happen? Moreover, it should be a metric that has a direct connection to the changes you made. Otherwise, why bother?

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Consulting Consulting Customer Experience Customer retention 461

ShepHyken

OCTOBER 8, 2018

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements b y Alan Finlay. Relay) Improving customer retention requires looking at the customer lifecycle as a whole and searching for ways to optimize each stage. Top Five Bonus.

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Customer Service Customer retention Call Center Metrics 232

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 200

Customer Service Customer retention Metrics Advertising 200

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. Addressing increased vulnerability will take training…”. Eric Sachs.

Call Center 345

Call Center Contact Center Finance Consulting 345

SharpenCX

AUGUST 31, 2021

A call center dashboard provides simple graphics, custom views, and real-time insights into your team’s performance. 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?

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. Operationally define “customer-centric”.

Customer retention 92

Customer retention Employee engagement Customer centricity Metrics 92

CSM Magazine

MARCH 5, 2025

Smart support team training needs a plan, fresh ideas, and a solid business background. For professionals aspiring to lead customer support departments, such as Customer Service Managers or Directors, business educationincluding programs like MBAs, BSc in Management (BIM), and Master in Management (MIM)plays a crucial role.

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Education First call resolution Customer Support Employee engagement 52

TeleDirect

MARCH 20, 2025

Excellent service leads to: Increased customer satisfaction and loyalty Higher first-call resolution (FCR) rates Reduced call handling times Improved brand reputation and customer retention 18 Tips for Exceptional Call Center Customer Service 1. Q2: What training methods are best for call center agents?

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Call Center Abandon rate Customer Service First call resolution 62

TeleDirect

MARCH 9, 2025

In this blog, we will explore the best practices to improve customer service speed, optimize workflows, and leverage technology-driven solutions to enhance call center operations. Why Reducing Wait Times is Critical for Customer Satisfaction 1. Studies show that 60% of customers will abandon a brand after multiple bad experiences.

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Wait times Call Center Abandon rate First call resolution 79

TeleDirect

MARCH 20, 2025

In this blog, we will explore proven techniques to elevate call center performance, boost customer satisfaction, and ensure that your call center delivers top-notch customer service. Focus on First-Call Resolution (FCR) First-call resolution is one of the most important metrics for measuring call center performance.

Call Center 62

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

BlueOcean

MARCH 11, 2025

By understanding these patterns, we can implement proactive solutions whether that’s adjusting self-service options, modifying agent training, or recommending process changes. The magic comes in fine-tuning the pre-packaged model, training it to be specific to the company brand.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

ShepHyken

SEPTEMBER 26, 2022

These customer experience analytics tools are useful — you shouldn’t throw them out the window just yet. However, backward-looking metrics have their downsides. My Comment : I’m often asked which metrics measure customer experience best. Sending customer retention emails is one way to help accomplish this.

Customer Service 180

Customer Service Customer retention Analytics Surveys 180

Outsource Consultants

MARCH 18, 2025

Agent Expertise and Continuous Training The backbone of any successful call center is its team of experienced and well-trained agents. These professionals are often the first point of contact for customers, making their skills and knowledge essential for positive brand representation.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

TeleDirect

MARCH 14, 2025

In this blog, we will discuss the most effective call center strategies for providing a superior customer experience , along with an FAQ section to address common concerns about call center operations. A well-trained team, equipped with the right tools and strategies, ensures: Higher customer satisfaction and retention.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

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. Measure, Learn, and Improve Customer service is dynamic.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

Beyond Philosophy

SEPTEMBER 15, 2015

For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. Have You Done These 3 Things to Improve Your CX?

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Banking Telecommunications Consulting Consulting 383

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Episode highlights.

Metrics 98

Metrics SaaS Surveys Self service 98

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 159

Customer Service Customer retention Contact Center Marketing 159

SharpenCX

MAY 26, 2020

Organizations must wake up to the truth of the matter — remarkable customer service is a competitive advantage. Now, 89% of businesses compete on the customer experience they deliver — not just through the initial sale. Your customer service experience also plays a key role in customer retention strategies, too.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

TeleDirect

JANUARY 13, 2025

Highly Trained Agents The best call centers prioritize agent training, ensuring their teams are equipped to handle diverse customer needs. Improved Customer Retention Satisfied customers are more likely to stay loyal. Multilingual Support: Essential for businesses serving diverse customer bases.

Call Center 62

Call Center First call resolution Abandon rate Healthcare 62

ROI CX Solutions

MAY 1, 2025

One key tool to doing so is sentiment analysis, which allows companies to analyze and interpret customer emotions and opinions across various communication channels. Make decisions based on trends and customer demographics to ensure higher satisfaction and consistent business growth. Optimize success by keeping service standards high.

Call Center 93

Call Center Coaching Contact Center Customer Care 93

The Northridge Group

NOVEMBER 4, 2021

Frontline excellence training, a dedicated training program for managers focused on effective coaching, associate development, business outcomes and improved customer experience, can help managers enhance their coaching skills. Highly effective coaches know that coaching to behaviors is what improves metrics!

Best practices 145

Best practices Coaching contact center associations Contact Center 145

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? Customer Retention Rates: Empathy builds loyalty.

Customer Support 52

Customer Support Surveys Feedback Metrics 52

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

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service 110

Customer Service Coaching Contact Center Banking 110

ShepHyken

MAY 4, 2023

Customer service productivity measures how efficiently a customer service team can handle and resolve customer inquiries and complaints. It is an important business metric, as it can impact customer satisfaction, retention, and loyalty.

Customer Service 156

Customer Service Metrics Self service Customer retention 156

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. CX shouldn’t ever be measured by one metric alone.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

CSM Magazine

APRIL 25, 2025

By actively soliciting and acting on customer feedback, you can demonstrate your businesss commitment to continuous improvement while fostering customer loyalty and trust. Train Your Support Team Ongoing training for your support team helps you maintain high standards of customer service.

Multi-channel support 52

Multi-channel support Customer Service Metrics Feedback 52

Outsource Consultants

MARCH 20, 2025

Between its bilingual talent, cultural compatibility, and smart pricing, Mexico call centers are becoming the go-to solution for brands serious about keeping customers closeand competitors at bay. Lets break down why Mexico customer retention solutions are gaining traction and how theyre quietly helping brands build lasting customer loyalty.

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Customer retention outsourcing Call Center Bilingual agents 67