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. What is customer retention?

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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

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

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

ShepHyken

AUGUST 23, 2019

This means that customers can check your product’s features on social media, request prices via email, and purchase through your sales chat. It’s very important to respond to your customers’ needs through different channels, but it’s useless if you don’t have a strategy to coordinate and organize those interactions.

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Customer Service Customer retention Self service Sales 285

ShepHyken

DECEMBER 5, 2016

My Comment: The customers’ mobile phones are increasingly more important to business as they reach out for support and make purchases over their mobile devices. This is especially important in retail as mobile sales on Black Friday exceeded one billion dollars. CMOs Can Take Responsibility For Customer Experience by Staff Writers.

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Customer Service Customer retention Personalization Customer Experience 313

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.

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Customer retention Upselling CRM SaaS 106

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.

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Customer retention Finance Customer effort Analytics 117

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Think about that!

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Customer Service First call resolution Contact Center Best practices 351

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

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Sales Upselling Metrics Accountability 103

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. Actually, you can. You won’t regret it.

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Education Entertainment Feedback Chatbots 52

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You did this by formal and informal communication strategies. How did this happen? Of course you are.

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Journey mapping Customer Experience Education Feedback 188

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.

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Education Personalization Customer retention Sales 331

Beyond Philosophy

OCTOBER 2, 2017

Blaming Others is Not a Winning Strategy. This is a classic example of companies blaming other people for their own failure to focus on what customers want. This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

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

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.

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Chatbots Customer Experience Cloud contact Contact Center 299

Contact Center Pipeline

JULY 6, 2022

As many businesses move towards a recurring revenue model, the priorities have shifted from “initial sales” to “customer retention and growth.” This shift has major repercussions inside the contact centers and customer support organizations of the […].

Customer retention 147

Customer retention Contact Center Customer Support Sales 147

ShepHyken

OCTOBER 4, 2019

Acquiring a new customer is about five to 25 times more expensive than retaining an existing one. Increasing customer retention rates by 5 percent increases profits by 25-95 percent. It makes business sense to value and retain the right customers. Customer referral programs. Boosts Revenue Generation.

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Benchmark Customer retention Feedback Consulting 309

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands?

Customer Service 213

Customer Service Customer retention Marketing Sales 213

ShepHyken

JUNE 13, 2016

Perhaps one of the most important trends is the first one, that emphasizes how self-service customer service is a viable channel. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch. There always seems to be a new product, service, or experience within reach of a brand’s current customer.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

ShepHyken

MARCH 27, 2018

Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. Transform a single sale into a lifetime of loyalty. ? ?. . This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more: How can I improve customer retention?

Customer retention 216

Customer retention Accountability Feedback Sales 216

Beyond Philosophy

OCTOBER 28, 2014

You wait because you are “service” call, and all the agents are busy with “sales” calls. Since mobility is no longer considered an optional upgrade, Customer-centric companies understand that mobile access and usability is a key business strategy.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

TeleDirect

MARCH 15, 2025

Choosing the right type of call center service depends on your business needs, whether it’s handling customer inquiries or reaching out to prospects. Understanding the difference between inbound and outbound call centers helps businesses create efficient customer engagement strategies.

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Call Center Telemarketing Technical Support Healthcare 62

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.

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Customer Service Customer retention Call Center Metrics 224

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Its popularity can be attributed to several reasons-it’s quick and easy to use, affordable, offers customization, ready designs, and is extremely customer-friendly.

Sales 111

Sales Customer retention APIs Marketing 111

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.

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Best practices Contact Center Management Call Center 52

ShepHyken

AUGUST 14, 2020

Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand. It’s not just about interaction with sales or customer service. Sponsored pieces in newspapers, promotional Instagram videos with influencers, podcasts, and editorial blogs should be included in a good strategy.

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Customer Experience Entertainment Sales Advertising 254

ShepHyken

APRIL 17, 2020

He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. Sales and marketing might argue that when people have had to take pay cuts they are not in the mood to spend. Such customers are likely to dip below the radar and frequent buyers become infrequent ones.

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Customer retention Marketing Sales Customer Service 255

Beyond Philosophy

FEBRUARY 24, 2015

Every game in the casino employs this near win strategy. The Relationship Between Customer Experience Management and Sales. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. An Inside Look at the Casino Experience.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

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

Calltools

AUGUST 9, 2023

As such, it’s vital that business owners and call center managers carefully consider their lead management strategy and its effectiveness. Your contact center can benefit from increased conversions and customer retention with a strong lead management strategy. There are six critical steps in managing your leads: 1.

Management 96

Management Contact Center Customer retention Sales 96

Integrity Solutions

OCTOBER 8, 2024

Building rapport in sales is essential for establishing trust and fostering long-term relationships with clients. Here are some key strategies to effectively build rapport in sales: Understanding Rapport in Sales Rapport refers to a harmonious relationship where both parties understand each other’s feelings and communicate effectively.

Sales 106

Sales Scripts B2B Personalization 106

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

ShepHyken

FEBRUARY 10, 2020

Customer service expert Steve Digioia has written a short and humorous article about how some companies deliver Bigfoot style customer service. How B2B Companies Can Up Their Customer Experience Game Based on Insights from Nicholas Caffentzis. KelloggInsight) Most companies focus on their own sales targets.

Customer Service 212

Customer Service B2B Customer retention B2C 212

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. The desire for a personalization in the sales experience has only grown in recent years. The same holds true across the sales-service continuum.

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Personalization Sales Scripts Contact Center 103

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. But with people having changed their purchasing habits and perspectives due to lockdown, this seems the perfect time to reconsider your customer-first strategy. A customer-first strategy is not so hard. Customers 2020 Report.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

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. DesignerShedsAU. Chris Laan is the Founder of Designer Sheds. Michael Stahl.

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Call Center Contact Center Finance Consulting 345