TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

ShepHyken

JULY 26, 2021

My Comment: We start this week’s Top Five roundup with an article focused on why a focus on the internal customer experience is important to delivering a better external customer experience. workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers.

Customer Service 270

Customer Service Customer retention Contact Center Upselling 270

ShepHyken

FEBRUARY 5, 2019

They discuss his company, Big Ass Fans , and their approach to providing high-quality customer service to support their industry-leading products. In Shep’s Opening Monologue… He compares the profitability of customer acquisition versus customer retention. How can companies increase survey response rate?

Customer retention 224

Customer retention Surveys Sales Customer Service 224

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Monitor online review scores and comments, and send in mystery shoppers to get the inside scoop on how the customer journey really works. Keep Track of Customer Retention Figures.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

ShepHyken

APRIL 11, 2017

How can you make money by understanding the numbers behind this survey? How can you sell the C-Suite on the benefits of investing in Customer Retention? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?”

Customer retention 209

Customer retention Benchmark Surveys CRM 209

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.

Customer retention 116

Customer retention Feedback Surveys Benchmark 116

ShepHyken

NOVEMBER 26, 2018

No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar. Am I your employee?

Airlines 215

Airlines Customer Service Employee engagement Morale 215

Beyond Philosophy

DECEMBER 6, 2018

For every customer complaint you get, 26 other unhappy customers remain silent. If you count up your complaints, whether by email, snail mail, survey comments or whatever, multiply it by 26 and you have a decent estimate of what percentage of your customers have a problem with your experience.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

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

AUGUST 10, 2016

In other words, the Customer Experience matters here more than it did even a couple of years ago. A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. Are you ready?

Wireless 265

Wireless Self service Surveys Consulting 265

ShepHyken

JANUARY 4, 2023

Eighty-one percent of consumers we surveyed said a great customer experience increases trust. . The Customer Support Department Becomes the Revenue Generation Department – In the past, customer support has been seen as a cost. Smart leaders are now realizing that customer service and a focus on CX pays.

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

Surveys 98

Surveys Feedback Customer Support Wireless 98

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

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.

Customer retention 106

Customer retention Upselling CRM SaaS 106

Beyond Philosophy

AUGUST 20, 2022

To the company, proactive experiences provide a different advantage: customer retention. If customers feel more satisfied with their experience, they are more likely to return to your site in the future. 10:33 We discuss the process of formulating a proactive customer experience and how to ensure its success.

Consulting 56

Consulting Consulting Customer retention Surveys 56

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

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

Beyond Philosophy

DECEMBER 31, 2019

The number two thing was customer retention. My interpretation of that finding is that organizations don’t just improve Customer Experience for a laugh; they do it for growth. However, retention is essential, too. This last one makes me happy and is the most positive. A focus on theory is helpful.

Customer Experience 382

Customer Experience Consulting Consulting Chatbots 382

ShepHyken

JUNE 30, 2024

CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement.

Customer Service 206

Customer Service Customer retention Morale Customer Experience 206

Beyond Philosophy

SEPTEMBER 22, 2015

This stat is just one part of their strategy to raise the standard for keeping Customers happy. They also created a survey on their website that allows Customers to submit feedback any time of day—without even the five-minute wait of the Call Center. Why do they staff this way?

Call Center 419

Call Center Consulting Consulting Customer Experience 419

ShepHyken

JUNE 14, 2021

Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. That’s how you create the kind of loyalty that gets customers to come back again and again. Ways Proactive Customer Service Can Lead to Customer Retention and Growth by Ashwini Dave.

Customer Service 250

Customer Service Customer retention Personalization Surveys 250

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

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options. One of the most important emotions that your Experience generates with your Customers is Trust. How Self-Service is a Challenge to Organizations.

Self service 402

Self service Best practices Customer Experience Call Center 402

ShepHyken

SEPTEMBER 26, 2022

Are You Using the Right Customer Experience Analytics? CMSWire) Gone are the days when a simple survey could tell you everything you need to know about your customer experience. Traditionally, decision-makers and marketers have relied on surveys to measure customer success. by Imogen Sharma.

Customer Service 174

Customer Service Customer retention Analytics Surveys 174

CSM Magazine

FEBRUARY 6, 2025

Heres why a customer service roadmap is a necessity: Improved Team Alignment: A roadmap ensures your team understands shared objectives and works toward common goals. Customer Retention: Clear strategies lead to improved experiences, encouraging repeat customers. Month 6 Measure results via CSAT and NPS surveys.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

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 232

Construction Customer Service Feedback Customer retention 232

TeleDirect

MARCH 20, 2025

In this blog, we will explore proven techniques to elevate call center performance, boost customer satisfaction, and ensure that your call center delivers top-notch customer service. Utilize Customer Feedback to Drive Improvements Customer feedback is a valuable tool for identifying areas where service can be improved.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

Beyond Philosophy

JUNE 20, 2015

A new, more real world research protocol focusing on bonding behavior offered this company a means to understand the relationship between customer attitudes and behaviors, and business outcomes. Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received.

B2C 257

B2C B2B Metrics Entertainment 257

ShepHyken

DECEMBER 14, 2018

Every employee working with customer data needs to consider their treatment of data very carefully. In our latest market research on cyber security , the majority of CX practitioners surveyed understood that secure data is a chief expectation among customers, with over 54 percent stating that it is “very important”.

Customer Experience 268

Customer Experience Government Coaching Customer retention 268

Nicereply

OCTOBER 11, 2024

Customer satisfaction matters because it drives customer retention, fosters brand loyalty, and generates positive word-of-mouth. Customer retention When customers are happy with your products or services, they’re more likely to continue using them. Are there specific issues that multiple customers mention?

Customer retention 52

Customer retention Surveys Feedback Education 52

ShepHyken

MAY 20, 2022

A 5% increase in customer retention increases profits by 25-95%. It’s estimated that new customers cost five times more than loyal customers. Good customer service is a strong pillar of customer loyalty. What is customer loyalty? Maintaining customer loyalty is simple, but not easy.

Customer Service 191

Customer Service Best practices Surveys Feedback 191

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 174

Customer Service Customer retention SaaS Best practices 174

CSM Magazine

JANUARY 3, 2025

By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. Customer Feedback and Surveys Want to know how well your team connects with customers? Start by designing survey questions that target emotional interactions.

Customer Support 52

Customer Support Surveys Feedback Metrics 52

delighted

OCTOBER 22, 2024

With the feedback from your customers, you uncover how to retain them: whether that be by resolving their issues, removing pain points, or otherwise ensuring a seamless experience with your brand. How much do customer retention and loyalty matter? Advocacy The final stage of the ecommerce customer journey is advocacy.

Journey mapping 52

Journey mapping Surveys Feedback Advertising 52

ShepHyken

FEBRUARY 21, 2023

The right customer experience gets customers to talk about you, refer you and evangelize your brand. Delivering an amazing customer experience makes price less relevant. Fifty-eight percent of customers we surveyed said excellent customer service is more important than price.

Customer Experience 174

Customer Experience Surveys Customer retention Customer Service 174

TeleDirect

MARCH 9, 2025

In this blog, we will explore the best practices to improve customer service speed, optimize workflows, and leverage technology-driven solutions to enhance call center operations. Why Reducing Wait Times is Critical for Customer Satisfaction 1. Studies show that 60% of customers will abandon a brand after multiple bad experiences.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

TeleDirect

MARCH 20, 2025

Excellent service leads to: Increased customer satisfaction and loyalty Higher first-call resolution (FCR) rates Reduced call handling times Improved brand reputation and customer retention 18 Tips for Exceptional Call Center Customer Service 1.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62