ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. There’s a big difference. Follow on Twitter: @Hyken.

Customer Service 396

Customer Service B2C B2B Customer retention 396

ShepHyken

OCTOBER 3, 2016

They are obvious – and that is why it surprises me that any business would be guilty of committing these “crimes against the customer.”. 4 Smart Tips To Improve Customer Retention at Your Startup by Sheila Eugenio. Tech.Co) Increasing your customer retention by just 5 % can result in a 25% to 90% increase in profit.

Airlines 312

Airlines Customer Service Customer retention Education 312

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? This is where effective contact center training comes in. What is Contact Center Training? The stakes have never been higher.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

ShepHyken

MARCH 15, 2021

My Comment: Here is an interesting article – actually an interview – featuring Todd Hopkins, a successful franchisor, who recognizes the value of creating an excellent customer experience, or as he calls it, a “clean Experience.” How to Calculate Your Customer Retention Rate by Max Freedman. It’s the price of admission.

Customer Service 265

Customer Service Customer retention Customer Experience Technology 265

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

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

ShepHyken

AUGUST 8, 2022

That said, you’ll enjoy this author’s version of how to WOW your customers. 5 Ways to Drive Customer Retention in a Post-pandemic World by Katie Fairchild. Customer retention statistics show that 65% of a company’s business comes from its existing customer base. Follow on Twitter: @Hyken.

Customer Service 61

Customer Service Customer retention Customer Experience Marketing 61

ShepHyken

NOVEMBER 12, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 257

Customer Service Customer Experience Customer retention 257

ShepHyken

DECEMBER 5, 2016

40 Customer Retention Statistics You Need to Know by Chris Boeckelman. GetFeedback) Here are 40 stats on customer retention that reinforce the growing need for customer experience management. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 314

Customer Service Customer retention Personalization Customer Experience 314

ShepHyken

JULY 26, 2021

What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson. Business 2 Community) While customer acquisition, ratings and reviews, and social proof are the most externally visible success indicators for your brand, customer retention is an integral part of the health of your organization.

Customer Service 273

Customer Service Customer retention Contact Center Upselling 273

ShepHyken

JANUARY 27, 2020

Plenty of ideas on how to create employee satisfaction, employee engagement and the positive impact it has on the company and its customers. Customer Retention Strategies To Explode Your Business In 2020 by Matt Duczeminski. Here are plenty of strategies that will help you grow your business through customer retention.

Customer Service 53

Customer Service Customer retention Airlines Employee engagement 53

ShepHyken

AUGUST 24, 2021

It saves companies money, ensures customer retention, and encourages customers to spend more. – Customer Success is about continuously finding ways to add value and ensure that your customers are maximizing the features and benefits of products or services that they bought from you.

SaaS 367

SaaS Upselling Customer retention Feedback 367

ShepHyken

APRIL 26, 2021

My comment: One of the compelling propositions for our clients interested in our customer service training programs is that that customer service doesn’t cost. One of the main points is that customer service is becoming the face of a brand. Brian Solis has a compelling article about this very topic.

Customer Service 358

Customer Service First call resolution Contact Center Best practices 358

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

Beyond Philosophy

NOVEMBER 6, 2014

Once you recognize the type of Customer currently in your experience, you have a set of appropriate responses that best appeal to that Customer Type. This customization requires a great deal of emotional intelligence and training in your Customer-facing employees.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Addressing increased vulnerability will take training…”. Eric Sachs.

Call Center 345

Call Center Contact Center Finance Consulting 345

TeleDirect

JANUARY 7, 2025

Whether its a technical glitch, a healthcare crisis, or a travel disruption, having round-the-clock support ensures that your customers are never left stranded. Boosting Customer Retention Consistent, reliable customer service builds trust and loyalty.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

ShepHyken

DECEMBER 9, 2022

First, make sure that your contact center is easily accessible and that customers can reach a live person when they need assistance. Second, make sure that your customer service reps are properly trained to resolve issues quickly and efficiently. Reduced customer churn . Increased customer satisfaction .

Sales 317

Sales CRM Contact Center Customer retention 317

ShepHyken

OCTOBER 8, 2018

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements b y Alan Finlay. Relay) Improving customer retention requires looking at the customer lifecycle as a whole and searching for ways to optimize each stage. Top Five Bonus. Follow on Twitter: @Hyken.

Customer Service 229

Customer Service Customer retention Call Center Metrics 229

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.

Customer retention 229

Customer retention Surveys Sales Customer Service 229

ShepHyken

MAY 18, 2020

These 6 Customer Retention Strategies Actually Work by Hal Koss. Built In) CSMs know that acquiring customers is its own challenge, and that a strong retention rate takes some of that pressure off the business. But how do you build loyalty that leads to customer retention? Follow on Twitter: @Hyken.

Customer Service 248

Customer Service Customer retention Banking Customer Support 248

TeleDirect

DECEMBER 25, 2024

Invest in Agent Training Train agents to handle diverse customer needs effectively. Case Study 3: Tech Startup Reduces Downtime A tech startup outsourced 24/7 technical support to ensure customers received immediate assistance. This minimized downtime and increased customer retention by 30%.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Education 336

Education Personalization Customer retention Sales 336

ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones. Follow on Twitter: @Hyken.

Customer Service 260

Customer Service Customer retention Marketing Customer Experience 260

CSM Magazine

MARCH 5, 2025

Smart support team training needs a plan, fresh ideas, and a solid business background. For professionals aspiring to lead customer support departments, such as Customer Service Managers or Directors, business educationincluding programs like MBAs, BSc in Management (BIM), and Master in Management (MIM)plays a crucial role.

Education 52

Education First call resolution Customer Support Employee engagement 52

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? Are they central, and primary, points of contact and interaction, where well-trained branch staff can build relationships and long-term value? Blogs Customer Retention' Are they both? Are they neither?

Banking 310

Banking Airlines Self service Finance 310

ShepHyken

FEBRUARY 3, 2025

Plus, Vance shares examples of fundamental business transformation through amazing customer experience. Quotes: “Customer service begins before the sale. It begins with marketing, preparation, and training. It begins with the first interaction your company has with your customers.”

Marketing 205

Marketing Customer Experience Sales Customer Service 205

Beyond Philosophy

AUGUST 16, 2018

What is the organization willing to do to support the improved Customer Experience? What should you do when you create this improved Customer Experience? What training do you need to make this happen? Many companies choose the NPS to measure their progress for Customer Experience as a result. Otherwise, why bother?

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. Follow on Twitter: @Hyken.

Customer Service 236

Customer Service Customer retention Customer centricity Education 236

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

MARCH 19, 2019

Bell recommends pilot programs to serve as evidence that providing innovative customer service works to increase customer retention and loyalty for your senior management team. Define customer loyalty for your organization. A common mistake is thinking that customer retention is loyalty. organizations.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

ShepHyken

SEPTEMBER 30, 2019

How To Boost Customer Retention Effectively Using Video by Koushik Marka. CustomerThink) This article will provide you with an insight into how to use videos for customer retention and help you refine your own policy for the same using videos. Follow on Twitter: @Hyken.

Customer Service 47

Customer Service Customer retention Metrics Consulting 47

ShepHyken

FEBRUARY 10, 2020

5 ways to increase customer retention in 2020 by Michael Barnard. CustomerThink) We have outlined 5 simple steps for you to increase your customer retention in 2020 and ultimately grow your revenue today and into the future. My Comment: How do you increase customer retention? Follow on Twitter: @Hyken.

Customer Service 217

Customer Service B2B Customer retention B2C 217

ShepHyken

JUNE 30, 2024

How you’ve “always done it” may not meet the modern customer’s expectations. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 212

Customer Service Customer retention Morale Customer Experience 212

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

Beyond Philosophy

FEBRUARY 10, 2020

Before we can answer these questions, let’s take a closer look at the three types of growth that exist in the marketplace: Traditional Growth: This type of growth is what many people picture when you say the word, and it includes customer retention and customer development activities. To learn more, please click here. .

Consulting 430

Consulting Consulting Telecommunications Entertainment 430

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. Q2: What training methods are best for call center agents?

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62