Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Several studies conclude that positive reinforcement is the best way to encourage better behavior. Study #1: Punitive Consequences Encourage Deception.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

ShepHyken

MARCH 27, 2023

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? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Service 57

Customer Service B2B Customer retention CRM 57

Hodusoft

APRIL 24, 2025

Insurance Customer Retention with Contact Center Software For contemporary insurance companies, acquiring more policyholders is not good enough. In such a scenario, customer retention (or retention of policyholders, if you will) is the only recourse. Why Customer Retention is Critical in Insurance?

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

SharpenCX

NOVEMBER 17, 2021

Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. They have growing customer retention despite more competitors on the playing field.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

TeleDirect

DECEMBER 25, 2024

Real-World Success Stories Case Study 1: Expanding E-commerce Operations A global e-commerce company implemented a 24/7 call center to manage customer inquiries during major sales events. A 40% increase in customer satisfaction and a 20% boost in sales during peak periods. The result?

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. But how do you keep customers from leaving?

Customer retention 128

Customer retention Education Brand ambassadors Marketing 128

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

Beyond Philosophy

NOVEMBER 11, 2014

One study from Duke University estimated that habits shape 45 percent of the choices we make every day, not conscious decision making as you might have thought. This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

JULY 14, 2015

This method is not the way to set up a relationship that is open and honest with your current and future customers. 2: Your Customer retention plan includes penalties or fines if they want to end the relationship. Instead, you encourage them to find a new relationship, a competitor who listens to what they have to say. #2:

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366

Beyond Philosophy

JUNE 28, 2019

Bill Hedgecock, professor at the University of Minnesota in the Carlson School of Management, we explore the power of facial recognition with facial expression analysis software and what it can do to help you improve your Customer Experience. He also studies neuromarketing, which is how the brain works when we make decisions.

Customer emotions 304

Customer emotions Customer retention Consulting Consulting 304

ShepHyken

JUNE 14, 2021

AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. Go for brand intimacy.

Customer Service 259

Customer Service Customer retention Personalization Surveys 259

BlueOcean

MAY 16, 2024

In this downloadable case study, discover how we: Transitioned seamlessly from their 10-year predecessor with no disruption to the customer experience; Built a brand-new training program to exclusively focus on customer retention; Exceeded contractual service goals by 10%, saving the client money on every customer win Download the case study today (..)

Customer retention 62

Customer retention Technology Customer Experience 62

BlueOcean

MAY 16, 2024

In this downloadable case study, discover how we: Transitioned seamlessly from their 10-year predecessor with no disruption to the customer experience; Built a brand-new training program to exclusively focus on customer retention; Exceeded contractual service goals by 10%, saving the client money on every customer win Download the case study today (..)

Customer retention 62

Customer retention Technology Customer Experience 62

BlueOcean

MAY 16, 2024

In this downloadable case study, discover how we: Transitioned seamlessly from their 10-year predecessor with no disruption to the customer experience; Built a brand-new training program to exclusively focus on customer retention; Exceeded contractual service goals by 10%, saving the client money on every customer win Download the case study today (..)

Customer retention 62

Customer retention Technology Customer Experience 62

ShepHyken

DECEMBER 9, 2022

The goal of omnichannel engagement is to provide a consistent experience for customers no matter how they choose to reach out. . A study by Aspect Software found that companies that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to companies that don’t. .

Sales 319

Sales CRM Contact Center Customer retention 319

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. Simplicity is part of the reason that Netflix has fared better in NPS trends than cable companies.

Banking 383

Banking Telecommunications Consulting Consulting 383

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). People expect brands not just to fulfill their immediate needs, but to understand, anticipate, and address their evolving desires.

Banking 116

Banking Feedback Customer retention Marketing 116

Help Scout

AUGUST 22, 2023

Improve customer loyalty with this list of 16 customer retention strategies that are backed by academic research and case studies on consumer behavior. Read the full article

Customer retention 89

Customer retention 89

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. In fact, according to a Zendesk study , 67% of online shoppers have made purchases in the past six months that have involved multiple channels. . Customer retention.

Customer Service 292

Customer Service Customer retention Self service Sales 292

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. A 5-step roadmap to get you started.

Customer retention 92

Customer retention Employee engagement Customer centricity Metrics 92

ShepHyken

JANUARY 16, 2017

4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. So the margin for error for crafting long-term customer relationships is razor-thin. 5 Customer Retention Marketing Tips with an Artificial Intelligence Twist by Tara Thomas.

Customer Service 228

Customer Service Customer retention B2C Contact Center 228

ShepHyken

DECEMBER 3, 2018

My Comment: My good friend and fellow customer service expert, John DiJulius, has written a great article that showcases his ten favorite customer service leaders of all time. Starting with Walt Disney and ending with Sir Richard Branson, you can’t go wrong studying the way these leaders think. by Manish Nepal .

Customer Service 262

Customer Service Airlines Customer retention Customer Experience 262

Beyond Philosophy

OCTOBER 9, 2015

In their Big Data roundup this past June, Cloud Tech’s blog showed the results of a study. And they also believe it will revolutionize their operations (85% said), and the biggest way it would revolutionize them (37% said) is in Customer Relationships.

Big data 410

Big data Consulting Consulting Morale 410

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.

Chatbots 304

Chatbots Customer Experience Cloud contact Contact Center 304

Beyond Philosophy

FEBRUARY 3, 2015

10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Aagaard, Michael. “10 Contentverve.com. 25 March 2013. 4 September 2014. <

Consulting 304

Consulting Consulting Customer emotions Morale 304

ShepHyken

APRIL 17, 2020

OECD study estimates that the global GDP will drop below 2.4% It becomes important to keep in touch with customers all the time because studies show that about 78% of customers who feel ignored are likely to switch loyalty. When things become normal these customers will remember and reward you.

Customer retention 264

Customer retention Marketing Sales Customer Service 264

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We Here are my top five picks from last week. Matching purpose with outcomes.”

Construction 235

Construction Customer Service Feedback Customer retention 235

ShepHyken

MARCH 13, 2017

(CustomerGuage) In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 236

Customer Service Best practices Customer retention Customer Support 236

Beyond Philosophy

APRIL 30, 2015

In a 2010 study by Ipsos Mori , out of a study of over 2,000 British people only 23% of them said their loyalty card influenced their decision to make a purchasing decision. Another study from statista.com indicated that the percentage rose to 42% in lower income groups but only to 37% in higher income brackets.

Surveys 294

Surveys Customer Experience Customer emotions Customer centricity 294

ShepHyken

SEPTEMBER 27, 2021

Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns.

Real estate 53

Real estate Customer Service Journey mapping Entertainment 53

Return Customer

MARCH 8, 2023

All too many companies spend much of their energy and budgets on customer acquisition without investing sufficiently in customer retention. Knowing what your customers need and want and actively working to help them reach their goals with your product or service is at its heart.

Customer retention 67

Customer retention Marketing Customer Support Customer Service 67

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. This aligns well with the results from this year’s study. No, I don’t mean the new season of White Lotus.

Metrics 98

Metrics Benchmark CRM Technology 98

Outsource Consultants

MARCH 20, 2025

Between its bilingual talent, cultural compatibility, and smart pricing, Mexico call centers are becoming the go-to solution for brands serious about keeping customers closeand competitors at bay. Lets break down why Mexico customer retention solutions are gaining traction and how theyre quietly helping brands build lasting customer loyalty.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67

ShepHyken

AUGUST 14, 2020

The same study highlighted that 73% of customers worldwide love to watch videos on social media that are entertaining. #3. Studies have pointed out that the coronavirus crisis has changed the way people shop. He holds spectacular skills in digital marketing, branding, lead generation, customer retention, and a few more.

Customer Experience 261

Customer Experience Entertainment Sales Advertising 261

Beyond Philosophy

OCTOBER 20, 2015

We know that over 50% of a Customer experience is emotional so this is important. Witness their leaked training guide: Apple Case Study. This concept is a key part of Apple’s training strategy.

Consulting 399

Consulting Consulting Customer Experience Customer retention 399

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250