Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

B2C 150

B2C B2B Customer advocacy Consulting 150

Fonolo

MARCH 22, 2018

According to one study, when tested in a lab setting, 53% of subjects who anticipated receiving good customer service exhibited the same cerebral reactions to feeling loved! By offering customer service through a phone call with an actual person, in real time, you’re offering consumers a faster, more efficient method of service.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Proactive, personalized – even anticipatory – service that exceeds expectations, two-way communication, and engagement help bond the customer to the supplier.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

Callminer

JULY 30, 2020

Armed with this data, your call center gains valuable insight into what makes your customers tick so you can develop the most impactful, meaningful responses for every interaction, quickly resolve customer complaints, and improve customer satisfaction and retention. Try not to take the demonstration of anger personally.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer retention 60

Customer retention Scripts Education Marketing 60

CSM Magazine

OCTOBER 16, 2020

It is not enough to attract new customers to your services. Customer retention is even more important than customer acquisition. More than that, customer retention is the best form of marketing. Customer education programs are not new. You have to encourage their loyalty. Bottom Line.

Customer retention 52

Customer retention Brand ambassadors Finance Banking 52

CSM Magazine

JANUARY 15, 2025

Personalize the Communication To keep customers engaged, start with clear, personalized communication. Tailor your messages to each customers needs, not just generic copy-paste replies. With AI, you can streamline communication by offering real-time data and predictions to personalize interactions even more effectively.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Then key metrics of each agent can be analyzed to understand their personal shortcomings and specific training can be given to them.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Fonolo

JANUARY 14, 2020

He’s a Huffington Post top 100 customer service professional with over 15 years of experience in the industry. His customer support blog has long been one of our favourites. Her personal blog is a great read and covers anything from technology to social media, entrepreneurship, customer relations, and everything in between. .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. So, where does personalization fit into this narrative?

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. So, where does personalization fit into this narrative?

Personalization 52

Personalization Customer Service B2B SaaS 52

Totango

AUGUST 23, 2022

Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. White papers. Customer Success Communities. 8 Types of Customer Journey Touchpoints for B2B SaaS Clients. Improved experiences deliver better outcomes for customers and higher satisfaction. Video chat.

B2B 119

B2B Journey mapping SaaS Upselling 119

Comm100

JANUARY 21, 2020

For example, if a first-time customer is browsing a web page for 5 minutes or more, a live chat window could appear inviting that customer to “let us know if you have any questions!” For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like?

B2C 84

B2C B2B Benchmark Best practices 84

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Over time, loyal customers associate higher expectations for future rewards with their favorite brands, making the act of repurchasing automatic. no one person is an island. Learn More! Download now! THE PERFECT RECIPE.

outsourcing 51

outsourcing Consulting Consulting Management 51

Fonolo

AUGUST 15, 2018

Understandably, this makes customer satisfaction more complex than one would initially think. Perceptions of service standards and quality differ from customer to customer due to their varying expectations, all based on their unique attitudes, beliefs, and personalities. What’s Inside: Tracking Customer Engagement.

Customer Service 69

Customer Service Contact Center Upselling Wait times 69

CustomerSuccessBox

JUNE 21, 2022

A best practice for a firm’s growth is to create more cohesion among departments working toward a unified goal —long-term customer retention. Use Data for Personalization. With the small customers, you’re most likely not talking to them, so you can’t ask them how they’re using the product.

Education 52

Education Customer retention Sales B2B 52

Comm100

JANUARY 21, 2020

For example, if a first-time customer is browsing a web page for 5 minutes or more, a live chat window could appear inviting that customer to “let us know if you have any questions!” For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like?

B2C 40

B2C B2B Benchmark Best practices 40

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense.

Airlines 65

Airlines Customer Experience Management Marketing 65

Comm100

JANUARY 19, 2017

We do our best to train each and every one of our representatives on how to properly handle our customers’ issues, and how to direct customer calls to the proper channels should they be unable to solve our customers’ issues themselves. Validate and relate to the customer’s feelings. Great job, Ashley!

Customer Service 89

Customer Service Accountability Management Banking 89

Comm100

DECEMBER 8, 2017

on your website is unlikely to inspire lifelong loyalty, writing your customer a thank you letter is just the kind of personalized, thoughtful, and time consuming action that will inspire reciprocation — hopefully in the form of repeat business and word-of-mouth advertising. Ready to send your customer a thank you letter?

Advertising 58

Advertising Personalization Customer retention Feedback 58

Comm100

JANUARY 19, 2017

We do our best to train each and every one of our representatives on how to properly handle our customers’ issues, and how to direct customer calls to the proper channels should they be unable to solve our customers’ issues themselves. Validate and relate to the customer’s feelings. Great job, Ashley!

Customer Service 81

Customer Service Accountability Management Banking 81

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper In our work with more than one hundred organizations over the past five years, we have observed that ineffective customer onboarding (onboarding) is a principal cause of customer disenchantment that can precipitate significant and unnecessary customer churn.

Education 62

Education B2B Sales Surveys 62

NobelBiz

FEBRUARY 13, 2024

By equipping agents with the right information at the right time, it fosters a more informed and personalized customer interaction, setting new standards for efficiency and effectiveness in the contact center industry. This integration is crucial for delivering a customer-centric experience.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

ChurnZero

SEPTEMBER 30, 2021

It’s going to take priority over the Customer Success team needing something in their Customer Success platform. Being under Customer Success can be powerful. I never had that person. You want to make sure that you’re placing equal weight regardless of how or where this person is living.

Sales 52

Sales Education CRM Metrics 52

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. As customers turn to the knowledge base for answers to FAQs and basic information, your customer service reps can focus on more complex issues.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

JivoChat

JUNE 1, 2021

Live chat tools allow for real-time interaction, so your agents can answer questions and deliver a personalized experience. Product reviews are a valuable customer touchpoint that adds to your company’s social proof. Sending out a survey to your customers allows you to understand their needs on a more personal level.

CRM 52

CRM Advertising Chatbots Surveys 52

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Well-trained operators mean better customer satisfaction. Better Customer Retention.

Customer Service 52

Customer Service Customer Care Morale Marketing 52

SmartKarrot

APRIL 22, 2022

However, customer acquisition is something that demands focus! Customer retention is a particularly important concept where businesses use different strategies to retain their existing customers. B2B companies will have to bank on customer retention as a key strategy to achieve long-term growth.

Customer retention 10

Customer retention B2B Banking Finance 10

Dialer 360

NOVEMBER 19, 2018

The nurture and customer retention marketing strategies as part of the holistic approach. With taking the time to create and clear persons, you can create emails. Design Personalized Emails – Advance Process. For instance, sharing the white paper that creates useful videos communication.

Entertainment 20

Entertainment Outbound sales Education Advertising 20

SmartKarrot

JUNE 11, 2020

Having done that, you can create e-books, editorials, white papers and blog posts that zero in on about outlining specific issues that your potential prospects are facing at the moment. Over and above, they provide a product demo on their webpage to render personal attention to their potential clients.

SaaS 11

SaaS Wireless Education Analytics 11

Uniphore

JANUARY 4, 2022

White Papers. The only platform that drives demonstrable and sustainable business value by automating, personalizing, and optimizing every conversation. How are you planning to leverage conversations to drive revenue and customer retention? Conversational AI Platform. U-Self Serve. Case Studies. Infographics.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

Nicereply

FEBRUARY 21, 2019

In order to acquire a partner in the person of a more experienced leader, you need to be aggressive and delicate at the same time. Giving your customers the feeling they are needed and appreciated is the primary focus. It’s also important to extend this concept to your customers. How to do it?

Marketing 45

Marketing Customer Experience Surveys Feedback 45

Comm100

OCTOBER 17, 2017

[Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. The downloadable contains scripts for all kinds of scenarios, ranging from greetings to collecting personal information, and can help your live chat team deliver more efficient, quality support immediately. Download Now. And you need more.

Customer Service 56

Customer Service Customer Care Surveys Feedback 56