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

TechSee

OCTOBER 15, 2019

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability. Research indicates that the cost of acquiring a new customer can be as much as five to seven times higher than keeping an existing one. Dissatisfied customers. trillion per year.

Customer retention 107

Customer retention Airlines Personalization Surveys 107

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. My advice is that all companies need to define the Customer Experience as an organization , so everyone is delivering the same ‘right thing’ for Customer Experience.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

Beyond Philosophy

FEBRUARY 24, 2015

What these industries do to create a positive experience for their diners or players show us the importance of designing a deliberate subconscious experience for your customers, whomever they might be. Restaurants are adept at getting their customers to relax and enjoy their dinners. The Business of Dining Out.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

ShepHyken

SEPTEMBER 30, 2019

How To Boost Customer Retention Effectively Using Video by Koushik Marka. CustomerThink) This article will provide you with an insight into how to use videos for customer retention and help you refine your own policy for the same using videos.

Customer Service 48

Customer Service Customer retention Metrics Consulting 48

ShepHyken

JANUARY 16, 2017

This article presents the case that customers go through five specific stages that lead them to loyalty. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention.

Customer Service 228

Customer Service Customer retention B2C Contact Center 228

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Prioritize Churn Prevention to Increase Retention and Revenue.

Customer retention 94

Customer retention Sales Marketing Big data 94

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

Totango

AUGUST 29, 2019

When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. . So, don’t focus solely on hunting up one-time customers. Apply a few key customer retention optimization strategies to build deep, lasting customer relationships. Be Proactive.

Customer retention 88

Customer retention Customer centricity Sales Feedback 88

Beyond Philosophy

OCTOBER 20, 2015

Regardless of what your understanding and research reveal, it is of utmost importance you take the time to train the people interacting with Customers in your organization on what you have learned. First, understanding how experiences work and influence how your Customers behave.

Consulting 399

Consulting Consulting Customer Experience Customer retention 399

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

Customer Service 180

Customer Service Customer retention SaaS Best practices 180

Beyond Philosophy

NOVEMBER 12, 2020

However, you don’t force people in a direction; instead, the way you present the options with subtle clues affects what they choose. So, to take this idea into the digital space, consider how you can influence your customers to behave the way you want them to act with the way you present your online interaction choices. .

Chatbots 405

Chatbots Consulting Consulting Government 405

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity. Quite a lot, it turns out. We are a society of people who just want it simple.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

FEBRUARY 10, 2020

Before we can answer these questions, let’s take a closer look at the three types of growth that exist in the marketplace: Traditional Growth: This type of growth is what many people picture when you say the word, and it includes customer retention and customer development activities.

Consulting 430

Consulting Consulting Telecommunications Entertainment 430

Beyond Philosophy

NOVEMBER 3, 2014

The biggest ones are that the companies will need to handle the challenges that delivery presents in some areas of the U.S. Both of these challenges present obstacles to reliable delivery windows, not to mention food storage for transportation, i.e., the ice cream melts by the time it gets to the consumer’s house.

Marketing 220

Marketing Transportation Customer emotions Customer centricity 220

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Or when a customer is at risk of churn, there might be 25 types of incentives you might use to keep them from leaving.

Call Center 185

Call Center Customer retention Advertising Upselling 185

Beyond Philosophy

SEPTEMBER 22, 2015

In addition to the traditional email and toll-free number options for Customer Service, they added a “click to call” feature to their website that connects them to Customer Service (quickly). They also present the option to leave your number for a Customer Service agent to call you back.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Quiq

AUGUST 19, 2021

It’s imperative to not let it happen by implementing an effective customer retention strategy to improve customer retention. Customer retention is the key to improving your business’ profitability. Customer retention can be one of the hardest things for companies to do.

Customer retention 64

Customer retention Surveys Feedback Sales 64

ClientSuccess

JANUARY 25, 2021

Vendors have been asking customers to speak for them at conferences or on webinars for decades, so this one isn’t new. But taking a creative approach here – aka having a customer and CSM co-present on the value of support during an onboarding exercise – can take your events to the next level.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

TechSee

OCTOBER 2, 2019

Other industries faced with high churn rates due to poor customer service include retail/ecommerce (12%), healthcare-related products or services (12%), insurance (11%) and banking/financial services (11%). This underscores the fact that churn plagues all verticals and customer retention strategies are critical to almost every industry.

Surveys 164

Surveys Customer Service Customer retention Telecommunications 164

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Read Shep’s latest Forbes article: Seven Tips To Make You A Rock Star At Your Next Presentation. This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. return on spend, and 1.6x

Customer Support 277

Customer Support Customer retention Customer Experience Management 277

OctopusTech

JUNE 29, 2023

Most organizations generally use these different tactics such as outbound call center services for customer retention in the long run and to enhance the entire sales process. They will reach out to active and potential buyers, present their products and services to them, and then follow up with the leads.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

TechSee

JUNE 23, 2020

Leading enterprises are all actively engaged in the race to build smarter virtual assistants that can respond to more complex customer queries, creating personalization at scale, and putting the AI in multiexperience. In other words, a company’s virtual assistant needs to be present across all channels.

Self service 207

Self service Chatbots Enterprise Customer centricity 207

TeleDirect

MARCH 15, 2025

Qualifying prospects for sales teams to convert into customers. Customer Retention & Follow-Ups Checking in with past customers to enhance loyalty and retention. Market Research & Customer Surveys Gathering customer feedback through phone surveys and opinion polls.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

TechSee

JUNE 16, 2022

Shep Hyken, Chief Amazement Officer at Shepard Presentations. Shep Hyken is a customer service and CX expert, an award-winning keynote speaker , and New York Times and Wall Street Journal bestselling author. Roy is a prolific writer, speaker, webinar presenter, and podcaster as well as a contact center industry analyst.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

OCTOBER 24, 2024

In the dynamic business environment of the present day, companies are always looking for ways to consistently increase their income sources over time. Automated communication tools help maintain engagement with customers , thereby building loyalty and trust.

Management 52

Management Revenue potential Analytics CRM 52

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

Customer Service 36

Customer Service Customer retention Best practices Customer Experience 36

ShepHyken

AUGUST 9, 2022

The ability for customer success teams to have all of the customer’s data (marketing data, product usage, support tickets, etc.) in one place can help them understand the customer’s experience and uniqueness, empowering them to have more empathy. ” “Customer success is proactive. New York Times ?

Customer retention 156

Customer retention Customer Support Marketing Customer Service 156

ShepHyken

JANUARY 31, 2020

There is definitely no one-size-fits-all strategy when it comes to dealing with clients, but having a heightened level of awareness on their needs will give you a degree of mastery when it comes to enhancing your brand’s customer support efficiency, increasing client service ratings and raising customer retention by a great deal.

Customer Service 223

Customer Service Entertainment Marketing Customer Support 223

TeleDirect

MARCH 14, 2025

In this blog, we will explore five effective strategies to enhance customer engagement across different time zones , ensuring smooth operations, increased satisfaction, and higher customer retention rates. Scheduling conflicts between customers and support teams.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Read Shep’s latest Forbes article: Seven Tips To Make You A Rock Star At Your Next Presentation. This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. return on spend, and 1.6x

Customer Support 198

Customer Support Customer retention Customer Experience Management 198

CSM Magazine

MARCH 22, 2024

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net. In today’s financial environment, dominated by fintech players, customer retention may seem like a thing of the past.

Customer retention 52

Customer retention Finance Benchmark Banking 52

ShepHyken

JANUARY 31, 2020

There is definitely no one-size-fits-all strategy when it comes to dealing with clients, but having a heightened level of awareness on their needs will give you a degree of mastery when it comes to enhancing your brand’s customer support efficiency, increasing client service ratings and raising customer retention by a great deal.

Customer Service 206

Customer Service Entertainment Marketing Customer Support 206

ProProfs Blog

MARCH 27, 2020

According to a study by Forbes, 84% of companies that work to improve their customer experience, witness a significant increase in their revenue. It is as clear as day that good customer effort scores translate to increased customer repurchase and customer retention rates. Bolster Customer Retention.

Customer effort 117

Customer effort Customer retention Surveys Metrics 117

TeleDirect

FEBRUARY 9, 2021

TeleDirect , the leader is business process outsourcing (BPO) services, has been ahead of the talent sourcing curve for years – in fact, our own customer retention services are often done remotely, with outstanding results. Remember, you don’t need to be physically present to source call center employees.

Business Process Outsourcing 115

Business Process Outsourcing outsourcing Call Center Chatbots 115

CSM Magazine

APRIL 10, 2025

Kiosks and Smart Devices: For physical locations, deploy kiosks with self-service capabilities where customers can access additional product information or place orders. Once your self-service offerings are present on all key touchpoints, ensure they are consistent in design, functionality, and data management.

Self service 52

Self service Personalization Chatbots industry standards 52