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. that have a specialized Customer Success Platform (CSP).

Metrics 98

Metrics Benchmark CRM Technology 98

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 78

Surveys Feedback Banking Best practices 78

Totango

DECEMBER 10, 2019

When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. Let’s explore why customer retention for B2B is so important and how you can make it happen. What about existing customers?

Customer retention 64

Customer retention B2B Enterprise Metrics 64

CCNG

SEPTEMBER 11, 2024

McKinsey reports suggest that personalized customer experiences can lead to a 10-15% revenue increase. Optimizing Remote Workforce The shift towards remote work in contact centers is here to stay, with CCW Digital Surveys indicating that 68% of contact centers plan to maintain remote work post-pandemic due to increased agent productivity.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

aircall

JUNE 30, 2021

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. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Nicereply

NOVEMBER 21, 2023

NPS = (% of responses who are promoters) – (% of responses who are detractors) For example, if you received 100 responses back from a recent NPS survey question, where 40 of them responded as Promoters, 30 were Passives and 30 were Detractors, then your NPS calculation would be 40 minus 30, for a score of 10.

Surveys 59

Surveys B2B Feedback Education 59

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 253

Customer Service Customer retention Personalization Surveys 253

Totango

APRIL 9, 2019

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 74

Customer retention Upselling Enterprise Metrics 74

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

ProProfs Blog

DECEMBER 6, 2019

The organizations that proactively invite and accept customer feedback have a better brand image. Studies have shown that nearly 75% of companies are perceived positively by the customers because of this reason. Evolution of Customer Feedback. Customer feedback is not a new trend. Such a customer is already gone.

Feedback 124

Feedback Surveys Sales Benchmark 124

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer retention 72

Customer retention Chief Customer Officer Construction Morale 72

ProProfs Blog

APRIL 3, 2020

Not only do they have to be very attentive towards customers’ complaints, but they have to respect their urgency and resolve the issue as soon as possible. Customer satisfaction surveys are the best way to maintain a constant dialogue with the customer and listen to what they want to say. Robust analytics and reporting.

Surveys 103

Surveys Feedback APIs Customer Support 103

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

Wowdesk Blog

APRIL 23, 2020

In today’s digital era where everything demands a quick solution, survey software acts as a springboard to continuous improvement and effectiveness. . Feedback and Survey Software are instrumental in collecting and analyzing customer feedback and derive valuable insights that can support organizational growth. Brand Building.

Surveys 59

Surveys Feedback Customer retention Enterprise 59

ShepHyken

JANUARY 28, 2024

The study comes as some companies remove self-checkout machines and others adjust their self-checkout operations. Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service. Is this a failed experiment? The numbers make the case.

Customer Service 180

Customer Service Consulting Consulting Customer Experience 180

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Jay Nathan , Chief Customer Officer, Higher Logic. Marley Wagner , Sr.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

ProProfs Blog

MAY 15, 2020

In lieu of this, a better solution for taking feedback to improve your CX is Surveys! While the most important thing about surveys is you can get specific feedback about every aspect of your CX efforts. Let’s have a look at some of the benefits of surveys. Benefits of Surveys. User Retention. Broad Data Collection.

Surveys 97

Surveys Customer Experience Feedback Best practices 97

ProProfs Blog

APRIL 3, 2020

Not only do they have to be very attentive towards customers’ complaints, but they have to respect their urgency and resolve the issue as soon as possible. Customer satisfaction surveys are the best way to maintain a constant dialogue with the customer and listen to what they want to say. Robust analytics and reporting.

Surveys 78

Surveys Feedback APIs Customer Support 78

aircall

JANUARY 30, 2017

Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? Customer retention and growth. Customer retention and churn.

Customer retention 76

Customer retention Education Self service Feedback 76

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

Win the Customer

JANUARY 19, 2016

For instance, in the financial services industry, a five percent increase in customer retention increases profits more than 25 percent, according to Bain & Company. Eighty percent of your future profits will come from 20 percent of your customers, Gartner says. Improve Your Customer Experience.

Customer retention 81

Customer retention B2B Surveys Feedback 81

CustomerSuccessBox

MAY 18, 2022

When properly organized and implemented, a customer exit survey offers a unique opportunity to dive deep and uncover valuable information that can lead to meaningful churn-prevention insights. What is the purpose of a customer exit survey? How to make your customer exit survey works for you?

Best practices 52

Best practices Surveys Construction SaaS 52

Education Services Group

JANUARY 19, 2021

What we discovered has been compiled and analyzed by CS experts and distilled into concrete, actionable data about the state of Customer Success today. We are proud to present the Inaugural Customer Success Leadership Study ! A spotlight on Customer Success. Customer Success Operations. Wherefore at thou, finance?

Finance 52

Finance SaaS Benchmark Surveys 52

Skybridge

MARCH 11, 2020

Customer retention challenges are growing across every industry. In a recent Brightback study of subscription industry leaders, there were several key findings that reflected a growing, industry-wide urgency when it comes to customer retention. You need to fight just as hard to keep your customers happy.

Customer retention 52

Customer retention Call Center Customer Care outsourcing 52

GetFeedback

OCTOBER 4, 2019

Survey data collection might not seem like a revolutionary or groundbreaking business practice but in an economy that’s increasingly being driven by customer experience (CX) it’s one of the most important things an organization can do. Why survey data collection should be a company priority.

Surveys 60

Surveys Feedback Benchmark Education 60

C3Centricity

AUGUST 20, 2024

The Evolution from Satisfaction to Delight Customer satisfaction has traditionally been the benchmark for evaluating customer experiences. However, research shows that satisfied customers are not necessarily loyal customers. Here are some effective methods to assess customer delight: 1.

Customer effort 62

Customer effort Customer advocacy Benchmark Surveys 62

CSM Magazine

OCTOBER 3, 2024

Did you know that increasing customer retention rates by just 5% can boost your profits by up to 125%? That’s according to a well-known study by Bain & Company. The significance of cultivating customer relationships becomes very clear when you consider the numbers. Wondering what your customers really think?

Customer retention 52

Customer retention Surveys Personalization Feedback 52

GetFeedback

JUNE 11, 2019

Deloitte’s study integrated data from 800 consumers, a 12-person online panel, and analyzed 91 million social media posts as well as 2,090 completed Voice of the Customer surveys. It’s tempting to think that if you can relate to a customer on an emotional level, your work is done.

Feedback 68

Feedback Customer retention Metrics Surveys 68

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.

Construction 233

Construction Customer Service Feedback Customer retention 233

Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. That’s why customer retention is so vital for businesses of every stripe. Stand Behind a Social Mission.

Customer retention 49

Customer retention Banking Feedback Customer Support 49

Toister Performance Solutions

APRIL 19, 2018

The customer service survey falls into that category for many companies. Customers don't like it and it delivers absolutely no value. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. Does your survey generate any meaningful insights? It gets worse.

Surveys 48

Surveys Airlines Advertising Customer retention 48

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

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. With that in mind, it is generally more useful to conduct a formal survey. The most crucial part of creating a survey is to consider what results you are anticipating. Checking in on customer service objectives? Focusing on customer retention? Methodology.

B2B 73

B2B Surveys Customer centricity Construction 73

CSM Magazine

NOVEMBER 22, 2024

Enhancing Personalization In today’s world of business interaction, customers have become more personalized than before. Proactive Customer Service Understanding and meeting customer needs is crucial for keeping them loyal to a business.

Management 52

Management Analytics Feedback CRM 52

Toister Performance Solutions

MAY 25, 2017

Customer are constantly getting pummeled with survey requests. A 2016 study from Interaction Metrics found that more than 80 percent of America's top retailers offered a customer survey on purchase receipts. The study also found that most surveys were total garbage. We get them via email.

Surveys 48

Surveys Feedback Customer retention Customer effort 48

Anexa BPO

JANUARY 27, 2023

This is a critical metric because customers expect prompt replies to their inquiries, and a long wait time can lead to frustration and dissatisfaction. In today’s world, where consumers expect immediate answers, it’s essential to respond quickly to customer inquiries. However, customers expect a response within the hour.

Average Handle Time 52

Average Handle Time Customer retention Metrics outsourcing 52