ProProfs Blog

APRIL 25, 2019

Well, one answer to that question is to make more sales, and no doubt that is important, another answer to that is customer retention. And what exactly is customer retention? No points for guessing, retain customers. Offer Customers Testimonials and Use Cases During the Sales Process. Keep Your Promises.

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Customer retention Gamification Surveys Feedback 99

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.

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Customer retention Feedback Surveys Metrics 125

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . The number two thing was customer retention.

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Customer Experience Consulting Consulting Chatbots 382

ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

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Customer retention Sales Marketing Scripts 95

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 234

Construction Customer Service Feedback Customer retention 234

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.

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Customer retention Upselling Enterprise Benchmark 92

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 177

Customer Service Customer retention SaaS Best practices 177

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.

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Call Center Telemarketing Technical Support Healthcare 62

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? These are just a few examples of issues which can contribute to customer churn.

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Customer retention Sales Marketing Big data 94

ProProfs Blog

DECEMBER 6, 2019

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. The first-ever customer service feedback was given by a customer named Nanni way back in 1750 BC.

Feedback 124

Feedback Surveys Sales Benchmark 124

ProProfs Blog

DECEMBER 25, 2018

There is nothing more effective than a customer survey when it comes to knowing if your customers are satisfied with your products and services. It gives your customers a chance to voice their concerns and praise or criticize the offerings that they’re dealing with. Creating a Valuable Customer Survey.

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Surveys Abandon rate Customer centricity Customer Support 95

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.

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Call Center Abandon rate Customer Service First call resolution 62

ShepHyken

JULY 20, 2020

5 Customer Experience Trends Thet COVID-19 Is Only Accelerating by Stephen Fioretti. SmarterCX) The current pandemic is a clear example of a disruption that, in many cases, is accelerating trends that were already happening. My Comment: Is customer service broken?

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Customer Service Self service Customer retention Surveys 158

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. It’s way beyond attaining requests and offering assistance or help.

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Customer Experience Feedback Customer centricity Customer retention 300

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

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Customer Service Chatbots Surveys Customer retention 105

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. Look for recurring comments or trends in the feedback.

Customer retention 52

Customer retention Surveys Feedback Education 52

Quiq

MARCH 31, 2022

Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) as many resources.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

Outsource Consultants

MARCH 20, 2025

And right now, Mexico is redefining how businesses retain customers at scale. One trend is clear: Mexico is emerging as a retention powerhouse (without saying the word “powerhouse,” of course). Businesses can harness the power of Mexico customer retention solutions by partnering with experienced advisors.

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Customer retention outsourcing Call Center Bilingual agents 67

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.

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Wait times Call Center Abandon rate First call resolution 79

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

TeleDirect

FEBRUARY 3, 2025

By showing empathy and patience, agents can create positive experiences that improve customer retention and satisfaction. Reducing response times can be achieved by: Using call routing systems to direct customers to the right department. Fast responses improve customer retention rates and brand reputation.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

SharpenCX

JUNE 8, 2021

If your team can’t retain customers and establish long-term relationships that last, your entire company suffers the losses. According to research out of Bain & Company , increasing your customer retention rate by just 5% can increase profits anywhere from 25 to 95%. Customer acquisition on the other hand is costly.

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Customer retention Coaching Employee engagement Contact Center 76

ShepHyken

MARCH 21, 2022

15 Stats About Post-Covid Customer Service by Blake Morgan. Forbes) As the pandemic starts to subside and the dust starts to settle, companies can move from survival mode to preparing for the future and adjusting to changes and trends in the post-Covid world. Chief on that list is updating customer service efforts.

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Customer Service Customer retention Self service Engineering 177

ShepHyken

JANUARY 28, 2024

These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” ” Understanding what customers want and expect is ever-changing. CX doesn’t cost.

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Customer Service Consulting Consulting Customer Experience 183

ShepHyken

AUGUST 14, 2020

Some buyers also appreciate customer survey emails seeking their feedback within one week from the first purchase. As a part of post-sale monitoring, brands should also monitor reviews written by customers on various portals. Twitter can play a crucial role in analyzing changes and pinpointing everything that works.

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Customer Experience Entertainment Sales Advertising 258

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We have compiled the results of our 4-week survey. We generated an overall analysis of the pandemic effects on Customer Success from around the globe.

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SaaS Surveys Upselling Customer retention 83

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Customer Service 90

Customer Service Chatbots Surveys Customer retention 90

ShepHyken

JANUARY 31, 2020

Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the support agents of a company do not match their communication styles with the expectations of the age group they are dealing with. Baby Boomers.

Customer Service 221

Customer Service Entertainment Marketing Customer Support 221

Outsource Consultants

MARCH 18, 2025

The convergence of these trends presents a powerful opportunity: businesses can optimize CX on a limited budget by leveraging outsourced service providers augmented with AI innovations. These professionals are often the first point of contact for customers, making their skills and knowledge essential for positive brand representation.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Revenue Churn Rate.

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Customer retention Metrics Upselling Best practices 66

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. Customer-related decision making is now knowledge-based, replacing intuition and guesswork.

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Chief Customer Officer Enterprise Customer centricity Consulting 250

CSM Magazine

JANUARY 20, 2025

SEMrush also monitors traffic trends, signaling whether recent changes are improving user experience. It’s perfect for spotting trends and identifying underperforming pages. Think of the metrics like an X-ray and customer feedback as the patients description of their symptomsthey both matter. on product pages.

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Metrics Feedback Analytics Scripts 64

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.

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Customer retention Advertising Engineering Upselling 64

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!

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Surveys Feedback Banking Best practices 78

customer sure

DECEMBER 21, 2024

What Is Customer Retention? Customer retention is the practice of keeping your customers loyal and engaged over the long term. Why Customer Retention Is Important If customer acquisition feels expensive, it is. Act on Feedback Immediately Customers expect more than surveys; they expect results.

Customer retention 62

Customer retention B2B Feedback Metrics 62

ShepHyken

JANUARY 31, 2020

Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the support agents of a company do not match their communication styles with the expectations of the age group they are dealing with. Baby Boomers.

Customer Service 206

Customer Service Entertainment Marketing Customer Support 206

Nicereply

DECEMBER 17, 2024

The fundamental principle behind CES is simple: the easier it is for customers to do business with you, the more likely they are to continue doing so. This core customer service KPI is typically measured through surveys that ask people to rate their agreement with statements like, “The company made it easy for me to handle my issue.”

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Customer effort SaaS Benchmark Surveys 52