Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? 15 practical ways customer service teams can improve retention.

Customer retention 117

Customer retention Finance Customer effort Analytics 117

ShepHyken

JANUARY 27, 2020

(The Michelli Experience) I see my job as curating much of that research and sharing it with you in this context and also helping my clients leverage that knowledge through tools and technologies. My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world.

Customer Service 53

Customer Service Customer retention Airlines Employee engagement 53

ShepHyken

AUGUST 24, 2021

It happens when a company uses the information that they have to proactively reach out to customers who are having a problem or are not utilizing features of the product that are most helpful to them. – Customer service is not a department. – Delivering proactive customer service is profitable. It is a philosophy.

SaaS 363

SaaS Upselling Customer retention Feedback 363

ShepHyken

APRIL 11, 2017

How do you use the Net Promoter Score® to retain your customers? 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

Beyond Philosophy

OCTOBER 6, 2014

This assessment also creates a great tool to start the conversation internally in the organization to begin addressing the recommended actions that come from undertaking this process. No matter where you are today as an organization, remember that the journey to being Customer-centric has to begin somewhere.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

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 225

Customer Service Customer retention B2C Contact Center 225

Help Scout

JANUARY 27, 2022

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success. Read the full article

SaaS 124

SaaS Customer retention 124

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Beyond Philosophy

AUGUST 20, 2022

This proactive experience is powered by the emerging field of Customer Science, a convergence of data, artificial intelligence (AI), and the behavioral sciences. There are benefits to customers with proactive experiences. Many customers want a proactive experience because it feels more personal, improving consumer satisfaction.

Consulting 56

Consulting Consulting Customer retention Surveys 56

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Chatbots 301

Chatbots Customer Experience Cloud contact Contact Center 301

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

TeleDirect

DECEMBER 25, 2024

Invest in Agent Training Train agents to handle diverse customer needs effectively. Leverage Technology Implement AI and CRM tools to improve efficiency. Maintain Quality Standards Regularly evaluate agent performance and customer feedback. This minimized downtime and increased customer retention by 30%.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

Outsource Consultants

MARCH 12, 2025

Mexico’s call centers are setting new benchmarks in customer retention. With a unique mix of cultural understanding, cost efficiency, and innovative service strategies, theyre proving to be a top choice for businesses seeking long-term customer loyalty.

Customer retention 67

Customer retention Call Center outsourcing Consulting 67

Cincom

JANUARY 30, 2025

These data allow businesses to tailor their communication strategy in the right direction to ensure that they are exceeding customer expectations. 1- Plots Customer Journey for Timely Engagement Understanding your customer is the foundation of any communication and retention strategy. The reason?

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

ShepHyken

AUGUST 29, 2022

(Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers. Few business owners, however, pay anywhere near as much attention to customer retention, even though keeping an existing customer for longer is a far easier way to grow revenue.

Customer Service 166

Customer Service Customer retention Morale Advertising 166

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. Measure, Learn, and Improve Customer service is dynamic.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

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. Use feedback as a direct tool for improvement, not just a reporting mechanism.

Customer retention 62

Customer retention B2B Feedback Metrics 62

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.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

ShepHyken

AUGUST 14, 2023

When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

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

ShepHyken

MARCH 13, 2020

higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. make it easier to set goals and minimize the time spent on tickets without losing on customer experience. With a ticketing tool, everything that an agent requires is on a single dashboard – so no hassles at all.

Customer Support 273

Customer Support Customer retention Customer Experience Management 273

Zappix

DECEMBER 11, 2024

Among the most impactful innovations is the adoption of self-service options, which empower customers to find solutions independently. Businesses not only enhance the customer experience by providing these tools but also realize significant cost savings. Fewer unresolved cases equate to lower costs over time.

Self service 52

Self service Interactive Voice Response Customer Service Chatbots 52

ShepHyken

SEPTEMBER 26, 2022

Traditionally, decision-makers and marketers have relied on surveys to measure customer success. These customer experience analytics tools are useful — you shouldn’t throw them out the window just yet. Eight Tried-And-True Tips For Creating Effective Customer Retention Emails by Forbes Councils Member.

Customer Service 176

Customer Service Customer retention Analytics Surveys 176

ShepHyken

MAY 30, 2022

Our customer service research found that while 71% said they would use self-service tools, 65% still want to use the phone first. The best companies have found the balance between digital and human, as they realize there is still a significant desire for human-to-human customer support.

Customer Service 35

Customer Service Customer retention Wait times Self service 35

CSM Magazine

OCTOBER 23, 2024

This efficiency can lead to higher customer retention rates. Ethical Implications Of AI In Customer Service Using AI in customer service raises several ethical concerns that you should consider. Privacy Issues AI systems often collect and analyze customer data. Furthermore, AI reduces response times.

Customer Service 52

Customer Service Accountability Chatbots Customer retention 52

TeleDirect

MARCH 14, 2025

In this blog, we will explore five effective strategies to enhance customer engagement across different time zones , ensuring smooth operations, increased satisfaction, and higher customer retention rates. Offer flexible support hours for key customer regions. Automate appointment scheduling based on customer locations.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

BlueOcean

MARCH 11, 2025

It comes from fine-tuning and customizing your chosen tool to align perfectly with your brand’s unique voice and needs. Success lies in the details of implementation and a deep understanding of what drives customer intimacy. It takes work to make conversation intelligence tools truly intelligent.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

TeleDirect

FEBRUARY 3, 2025

By showing empathy and patience, agents can create positive experiences that improve customer retention and satisfaction. Empower agents with tools to resolve issues efficiently. Improving FCR rates enhances efficiency and customer satisfaction. Personalize Customer Interactions Customers appreciate personalized service.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

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. There are many tools that can help you with that. How to choose a feedback tool for measuring NPS?

Customer Service 193

Customer Service Best practices Surveys Feedback 193

TeleDirect

MARCH 14, 2025

Why Call Centers Play a Vital Role in CX Call centers act as the frontline of customer service , handling inquiries, complaints, and support requests. A well-trained team, equipped with the right tools and strategies, ensures: Higher customer satisfaction and retention. Consistent and personalized customer interactions.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

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

ShepHyken

JANUARY 28, 2022

CRM is the abbreviation for customer relationship management. It refers to all connections between the business and the customer using various tools. The comprehensive tool helps you manage and monitor all your sales, marketing, service, revenue, etc., Customer and leads. from all platforms in one place.

CRM 185

CRM Sales Feedback Customer Support 185

ShepHyken

JULY 13, 2018

However, given the overall increased focus on customer satisfaction over the last decade or so, it makes business sense to overhaul or rethink your B2B customer experience as well. Remember, your business client is also a customer. Relationship Building in B2B for Customer Retention.

B2C 38

B2C Customer Experience B2B Journey mapping 38

CSM Magazine

JANUARY 20, 2025

Using tools like Google Search Console and keyword research tools to identify popular queries and intent behind them. How Technical SEO Affects Customer Experience Technical aspects of SEO are invisible to most users, but their influence on satisfaction is undeniable. Use tools like PageSpeed Insights to pinpoint and fix it.

Metrics 64

Metrics Feedback Analytics Scripts 64

Beyond Philosophy

OCTOBER 20, 2015

First, understanding how experiences work and influence how your Customers behave. Finally, help your team reach that same level of understanding so that when you give them the tools to create the right experience, they are willing and able to deliver. Secondly, understand how your experience evokes emotions at present.

Consulting 399

Consulting Consulting Customer Experience Customer retention 399

TeleDirect

DECEMBER 24, 2024

Focus on Core Operations By delegating customer support tasks, businesses can concentrate on their core competencies, such as product development, marketing, and strategic growth. Advanced Technology Outsourcing providers leverage state-of-the-art tools and platforms , including CRM systems and analytics dashboards.

outsourcing 62

outsourcing Customer Support Technical Support Healthcare 62

ShepHyken

DECEMBER 10, 2023

10 Questions Every Business Leader Should Ask About Customer Retention by Samuel Wilson (Forbes) Many of you can probably recall an experience of sitting in a big conference room with the quarterly review slides and questioning why growth isn’t higher. In the end, the author wants you to focus on a single goal: happy customers.

Customer Service 166

Customer Service Customer retention Advertising Contact Center 166