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.

Customer retention 96

Customer retention Banking Feedback Personalization 96

Callminer

APRIL 30, 2020

The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Read on to learn some of the best conflict resolution strategies and ideas that agents can implement on the job: Conflict Resolution Strategies for Customer Service.

Customer Service 273

Customer Service Scripts Construction Feedback 273

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

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

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer retention 156

Customer retention B2B Surveys B2C 156

ShepHyken

DECEMBER 5, 2016

Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio. Travel Market Report) The lodging industry’s efforts to “own the customer” with direct deals are worrying some travel agents, who are concerned that special offers will shift their clients’ loyalties.

Customer Service 313

Customer Service Customer retention Personalization Customer Experience 313

TeleDirect

MARCH 14, 2025

5 Strategies for Working with Customers in Different Time Zones Strategies for Working with Customers in Different Time Zones is essential for businesses operating on a global scale. As companies expand internationally, providing seamless customer service across multiple time zones becomes increasingly important.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

Beyond Philosophy

MARCH 10, 2015

Apologize in person. Acknowledging your emotions is key to communicating with your customer. By being honest about how you feel about the mistake, you create a personal relationship that contributes to the Customer’s feelings of being important and “cared for.” Most people can forgive a person for making a mistake.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

CSM Magazine

APRIL 10, 2025

Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. Customers today expect faster resolutions, intuitive experiences, and tailored interactions when they engage with your brand. Heres how to get it right.

Self service 52

Self service Personalization Chatbots industry standards 52

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

Beyond Philosophy

OCTOBER 6, 2014

They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization? What emotions does your current experience evoke from your Customers? Why or why not?

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

ShepHyken

JANUARY 27, 2020

This goes beyond their daily duties to cover satisfaction with team members/managers, satisfaction with organizational policies, and the impact of their job on employees’ personal lives. Plenty of ideas on how to create employee satisfaction, employee engagement and the positive impact it has on the company and its customers.

Customer Service 53

Customer Service Customer retention Airlines Employee engagement 53

Nicereply

OCTOBER 16, 2024

However, only 2 in 5 brand executives believe their customer loyalty strategies are successful. 7 Customer Loyalty Strategies to Drive Long-Term Relationships Below, we’ve listed some helpful tips to drive repeat purchases and keep your customers coming back for more. It sounds like we’re talking about a person.

Education 52

Education Entertainment Feedback Chatbots 52

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Education 333

Education Personalization Customer retention Sales 333

ShepHyken

DECEMBER 9, 2022

But what exactly do customers expect from your contact center? And how can you make sure that your customer journey meets or exceeds those expectations? . Customers want to be able to reach a live person when they need assistance. Reduced customer churn . Increased customer satisfaction .

Sales 315

Sales CRM Contact Center Customer retention 315

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. 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?

Customer Service 57

Customer Service B2B Customer retention CRM 57

Beyond Philosophy

MARCH 19, 2019

In other words, a good Customer Experience is important, but an Innovative Customer Experience is better because your customers tell stories about it. Some of those stories are in person; some are online, and others related in 280 characters or less. Define customer loyalty for your organization.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

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

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 310

Benchmark Customer retention Feedback Consulting 310

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? 15 practical ways customer service teams can improve retention.

Customer retention 117

Customer retention Finance Customer effort Analytics 117

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more. Personalizing the Customer Experience.

Chatbots 301

Chatbots Customer Experience Cloud contact Contact Center 301

CSM Magazine

FEBRUARY 6, 2025

An effective, yet often overlooked, strategy to deepen customer engagement is creating personalized merchandise. Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers.

Personalization 52

Personalization Advertising Customer retention Feedback 52

Beyond Philosophy

OCTOBER 28, 2014

Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. I feel that in today’s age of multi-channel options for Customer “calls” it is important to note that call routing and answering applies to all channels, whether there is a call or not.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ShepHyken

APRIL 26, 2021

One of the main points is that customer service is becoming the face of a brand. Once you adopt that mindset, you’ll see how some of the best marketing, customer retention, and more come from your customer service and support. Six Tips To Optimize Your Customer Service For First Touch Resolution by Logan Rush.

Customer Service 354

Customer Service First call resolution Contact Center Best practices 354

ShepHyken

MARCH 3, 2019

My Comment: The concept of omnichannel simply means a customer can connect with you, seamlessly, a number of different ways; in person, phone, message, social media channels, etc. 5 Ways to Improve Customer Retention With Email Marketing by Emil Kristensen. Some companies do this better than others.

Customer Service 249

Customer Service Customer retention Customer Experience Marketing 249

ShepHyken

JANUARY 4, 2023

Our customer service research (sponsored by Amazon) found that year over year, customers’ expectations of these basics increased. Personalization Gets More Personal – Today’s customers are experiencing hyper-personalization. A better word for personalization might be individualization.

Customer Experience 356

Customer Experience Customer Service B2C Self service 356

Beyond Philosophy

MARCH 5, 2015

Personally I hate it when you hear, “This flight is delayed because the inbound aircraft was late.” If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. Should 4% of Customers Dictate Strategy? View our books on Customer Experience here. I know that!

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

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.

Customer retention 118

Customer retention Best practices Customer centricity Personalization 118

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Needless to say, customer retention is the core value for the growth of any business. Reasons why customer churn rate increases.

Surveys 148

Surveys Benchmark Feedback Sales 148

Hodusoft

DECEMBER 11, 2024

From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? Increase in Customer Retention Can CX enhance customer retention? It surely can.

Personalization 52

Personalization Contact center software Metrics Customer retention 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.

Best practices 127

Best practices Customer retention Metrics Enterprise 127

ShepHyken

SEPTEMBER 27, 2021

EX and CX Come Down to the Same Thing: Put the Person First by Inge De Bleecker. CMSWire) The better the experience, the more likely that person will return and give the brand their business. Personalization, customer journey mapping, and surprising customers with the unexpected are just a few of the topics covered in this article.

Real estate 52

Real estate Customer Service Journey mapping Entertainment 52

Interaction Metrics

FEBRUARY 20, 2025

We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Responding to both ends of the spectrum shows customers their feedback is truly valued.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry.

Best practices 52

Best practices Contact Center Management Call Center 52

Outsource Consultants

MARCH 20, 2025

Customer loyalty isn’t just a metricit’s a long-term growth strategy. And right now, Mexico is redefining how businesses retain customers at scale. One trend is clear: Mexico is emerging as a retention powerhouse (without saying the word “powerhouse,” of course). One major U.S.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67

Cincom

JANUARY 30, 2025

This tech isnt just about managing and tracking dataits about actually using that data to understand your customer base so that you can deliver a personalized experience, making them feel valuedbecause happy customers stick around longer, which means more repeat business. What is CX Software?

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

Beyond Philosophy

FEBRUARY 3, 2015

As Aagaard points out, which gym a person joins is often driven by where the gym is. When you frame the CTA in terms that let the Customer know what he or she is getting by pressing it, it is far more helpful at getting them to make a decision to move forward in the process. So, the company added the words “Find your gym.”

Consulting 304

Consulting Consulting Customer emotions Morale 304