Joe Rawlinson

MAY 31, 2017

Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales. Studies also back up the idea that retaining customers can positively impact your bottom line. But which customer retention strategies actually work? Tracking Customer Behavior.

Omni-channel support 98

Omni-channel support Customer retention CRM Sales 98

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. I often see companies and employees who are quick to blame someone else in their organization whenever a problem occurs.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

MARCH 31, 2015

This does not mean that bank branches will go the way of video stores or carriage shops, however. Branches allow for direct contact with individuals and businesses important for the sales of financial services. The post At A Fork In the Road: As a Customer Relationship Driver, Where Is Branch Banking Headed?

Banking 310

Banking Airlines Self service Finance 310

ShepHyken

JUNE 13, 2016

Marketers rejoiced because they now have additional characters with which to include photos, videos, and polls. My Comment: Twitter has become an important customer service channel. Perhaps one of the most important trends is the first one, that emphasizes how self-service customer service is a viable channel.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer retention 110

Customer retention Analytics Airlines SaaS 110

Nicereply

NOVEMBER 21, 2022

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. What is Customer Retention? Why is Customer Retention Critical for SaaS?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. MX gives customers a greater degree of choice over how they interact with a brand.

Self service 207

Self service Chatbots Enterprise Customer centricity 207

ProProfs Blog

DECEMBER 24, 2019

What makes live chat scripts so important for sales and customer service? To realize all the benefits of live chat scripts, you need to understand the importance of chat etiquette for your customers’ experience and satisfaction. Proactive Sales Chat With Live Chat Scripts. Communicating Sales and Promotions.

Scripts 133

Scripts Sales Customer Service Accountability 133

Totango

FEBRUARY 7, 2019

Know your customer, personalize your communications, and proactively work toward a mutual journey of growth, and you’ll find your retention process becomes as reliable as a well-worn marriage. Customer retention is about the promise of continued growth. Understand Your Customer’s Journey.

Best practices 82

Best practices SaaS Customer retention Upselling 82

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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

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. Michael Stahl. Michael Stahl is the chief marketing officer of SERVPRO.

Call Center 345

Call Center Contact Center Finance Consulting 345

ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. Never get ghosted by a customer again. We are huge fans of using video to do this.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. The result is your average CAC.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

Totango

MAY 27, 2022

It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. What Is Product-led Growth (PLG)?

SaaS 126

SaaS Customer retention Sales Marketing 126

aircall

JUNE 30, 2021

He pitched his idea for a video doorbell, called Ring, and investors promptly rejected him. Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

Influitive

OCTOBER 30, 2015

With the martech universe expanding rapidly , many marketers are beginning to fear that an overwhelming amount of technology and automation is causing them to lose touch with their customers—at a time when engagement is more important than ever. Delivering an exceptional customer experience. Increasing customer retention and loyalty.

Marketing 79

Marketing B2B B2C Upselling 79

Beyond Philosophy

NOVEMBER 9, 2023

Let’s begin with an area of game-changing opportunity: Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! I have long been an advocate of focusing on customer retention over acquisition. It cripples their customer-driven growth.

Customer retention 195

Customer retention Sales Consulting Consulting 195

Uniphore

JANUARY 4, 2022

How are you planning to leverage conversations to drive revenue and customer retention? At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Sylvain brings a wealth of knowledge across all facets of the customer lifecycle.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

ShepHyken

SEPTEMBER 15, 2023

With the variety of online products and services, customer expectations are constantly growing. And this doesn´t just impact initial interactions but contributes to customer retention, too. So, now and then, send them a survey to collect updated information and ask them for feedback on improving your customer experience.

Marketing 169

Marketing Customer Experience Entertainment Customer centricity 169

CSM Magazine

FEBRUARY 10, 2025

Boosting Participation Maintaining customer relationships relies heavily on engagement. On social media platforms, the emphasis is on captivating visuals such as images and videos. This individuality frequently results in customer retention rates and a larger market share.

Customer retention 52

Customer retention Marketing Sales Customer Experience 52

JivoChat

JULY 20, 2021

People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when.

Customer retention 52

Customer retention Gamification Education Self service 52

CSM Magazine

FEBRUARY 5, 2025

High-quality visuals and short, engaging videos explaining your goals can significantly boost engagement. Be prepared to answer questions about expected revenue, customer retention strategies, and how your call center will stand out. Business Loans for Small Businesses Loans remain a trusted option for funding your business.

Call Center 52

Call Center Government Banking Customer retention 52

360Connext

JANUARY 4, 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 gathered videos and recordings to help share the customer’s actual voice as part of the storytelling.

Journey mapping 72

Journey mapping Customer Experience Education Feedback 72

Hodusoft

OCTOBER 23, 2020

In the present scenario, there has been a drastic rise in the video conferencing trends through various platforms like Whatsapp, Skype, Facebook messenger, etc. Indeed, they have raised the standards of video conferencing for businesses. Call handling time is also shortened through video calls.

Contact Center 52

Contact Center Contact center software First call resolution Upselling 52

ProProfs Blog

MAY 24, 2019

To gain prominence in eCommerce, brands have to realize that there are two ways they can put this context into use: customer acquisition and customer retention. 8 Ways to Increase the CLV of Your Customers. Encourage Customer Engagement via Email Marketing. Simplify Their Onboarding Process.

Customer retention 151

Customer retention Surveys Telecommunications Feedback 151

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

Customer retention 52

Customer retention SaaS Education Feedback 52

ProProfs Blog

SEPTEMBER 9, 2020

Why Is There A Buzz Around Customer Loyalty? Loyalty programs work because they are like a shortcut to customer retention which is a game changer for many businesses. According to the Pareto Principle , “20% of a brand’s existing customers are responsible for 80% of its future revenue.”. Tweet this.

Gamification 144

Gamification Customer retention Metrics Sales 144

Vonage

SEPTEMBER 20, 2016

If you want to avoid the heartbreak of low customer retention, implement a system that logs customer issues across all channels and shares the details with all relevant agents. Track the progress of customer cases and allow your company to collaborate on solutions. “At ” You want too much quality time. .

Self service 122

Self service Sales Accountability Customer retention 122

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . Steps to implementing Customer Retention Software.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

Totango

APRIL 6, 2023

With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts.

Enterprise 92

Enterprise CRM Sales Customer retention 92

Nicereply

OCTOBER 16, 2024

Encourage customers to share photos, videos, or stories of them using your products and feature this content on your website and social media channels. Build a Strong Social Media Presence When you post regularly on social media, you build connections with your customers without even noticing it. Just think about it.

Education 52

Education Entertainment Feedback Chatbots 52

Answer Dash

JULY 30, 2019

And here is my statement: What if customer service was the new untapped marketing channel that could help you to grow your sales? Customer service is the new marketing, here is why it’s important As stated before, customers lifecycle has been modified and is now increasingly complex. image source: sharpencx.com.

Sales 70

Sales Customer Service Multichannel Customer retention 70

Totango

AUGUST 23, 2022

What Are B2B Customer Journey Touchpoints? B2B customer journey touchpoints are occasions when business customers interact with a brand. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. B2B Customer Journey Touchpoints and Your Team.

B2B 122

B2B Journey mapping SaaS Upselling 122

JivoChat

APRIL 8, 2021

There are many benefits of customer engagement tools, as they can help your company do the following: Boost Sales and Revenue. Do you know that 86% of customers will pay more to get a great customer experience? So, striving to deliver excellent customer service is a surefire way to increase your sales.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

TechSee

MAY 21, 2019

Facial Analysis uses facial recognition technology to analyze a person’s expressions within a photo or video, such as raised eyebrows, smirks or wide smiles. Emotion analytics can be used to pick up on a customer’s tone and mood, and to classify it with the right priority to the right agent. Powering personalization.

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

Customer Guru

JUNE 19, 2018

The leaders of Starbucks , the world’s favorite coffeehouse chain, have often encouraged their customers to consider the outlets to be a “third place” – a place where people spend their time outside of homes and offices: a perfect hangout spot. Source: Youtube.

Customer retention 89

Customer retention Wait times Sales Personalization 89