ShepHyken

DECEMBER 5, 2016

This article reminds us of that and shares some ideas to consider when delivering that “more personal” interaction that will help get the customer to come back again (and again). 3 Vital Trends For Your Mobile Experience by Colin Shaw. CMOs Can Take Responsibility For Customer Experience by Staff Writers.

Customer Service 313

Customer Service Customer retention Personalization Customer Experience 313

SharpenCX

NOVEMBER 17, 2021

Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. They have growing customer retention despite more competitors on the playing field.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

CSM Magazine

NOVEMBER 12, 2024

It’s well-known that keeping an existing customer is far more cost-effective than acquiring a new one. This understanding has pushed customer retention to the forefront in many businesses today. Yet, while companies have embraced new marketing strategies, retention strategies often lag, with many relying on outdated methods.

Customer retention 59

Customer retention Analytics SaaS Metrics 59

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. But how do you keep customers from leaving?

Customer retention 128

Customer retention Education Brand ambassadors Marketing 128

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 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 360

SaaS Upselling Customer retention Feedback 360

customer sure

JANUARY 20, 2025

You might have the most customer-centric mission statement in the world, but it can be destroyed in a moment by a casual comment which betrays an inauthentic attitude to customers. One is to make sure earning customer retention through great service receives as much focus, investment and reward as winning new business.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

ShepHyken

MARCH 15, 2021

For this short post, let’s look at two emerging customer experience trends. My Comment: When Joseph Michelli writes an article about customers or experience, it is a “must-read.” How to Calculate Your Customer Retention Rate by Max Freedman. My Comment: We all want repeat customers.

Customer Service 260

Customer Service Customer retention Customer Experience Technology 260

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

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? The net result clearly isn’t positive, and if the trend continues, your company’s market share will shrink.

Customer Service 57

Customer Service B2B Customer retention CRM 57

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Customer Retention Is Your Future.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

TeleDirect

DECEMBER 25, 2024

Track and analyze customer trends to improve service. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Identify trends and areas for improvement. Predict customer needs using data-driven insights.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

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 Key Customer Experience Trends for 2017 by Donna Peeples.

Customer Service 224

Customer Service Customer retention B2C Contact Center 224

Beyond Philosophy

MARCH 31, 2015

Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? Blogs Customer Retention' appeared first on Beyond Philosophy.

Banking 310

Banking Airlines Self service Finance 310

ShepHyken

JANUARY 4, 2023

Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format. Smart leaders are now realizing that customer service and a focus on CX pays. Here we go: .

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

ShepHyken

JUNE 13, 2016

Jack Plantin uses the words “Expert,” “Aggressor,” “Con Artist” and “Turtle” to describe four styles of difficult customers and then shares how to handle them. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

ShepHyken

DECEMBER 3, 2018

Here are four reminders of what to do with that angry and upset customer. Customer retention is 5X cheaper than new acquisitions, but is it worth it? Freshchat) In essence, retention is a network effect that leads you to a sustainable growth trajectory. by Manish Nepal .

Customer Service 261

Customer Service Airlines Customer retention Customer Experience 261

Beyond Philosophy

SEPTEMBER 15, 2015

So the question is, what can we learn about what works for Customer Experience by looking at trends in NPS? For example, Rocks has discovered that brands that have made providing a simpler Customer Experience their priority have performed “especially well” with regards to NPS. Quite a lot, it turns out.

Banking 383

Banking Telecommunications Consulting Consulting 383

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

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

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.

Customer Experience 382

Customer Experience Consulting Consulting Chatbots 382

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.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67

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

ShepHyken

MARCH 13, 2017

Sprout Social) Right when you think you’re getting a grasp on your demographics, buyer habits and trends on social media, something new changes and turns your data into old news. Richard Shapiro covers three “sales phases” that can positively impact your customer’s experience.

Customer Service 230

Customer Service Best practices Customer retention Customer Support 230

ShepHyken

OCTOBER 4, 2019

By engaging existing customers, businesses aim to retain them. Acquiring a new customer is about five to 25 times more expensive than retaining an existing one. Increasing customer retention rates by 5 percent increases profits by 25-95 percent. It makes business sense to value and retain the right customers.

Benchmark 309

Benchmark Customer retention Feedback Consulting 309

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 104

Customer Service Chatbots Surveys Customer retention 104

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

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. Here are four ways companies are guilty of underserving their customers.

Customer Service 156

Customer Service Self service Customer retention Surveys 156

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. What is Customer Experience in the Financial Industry? A good CX is customer-centered.

Customer Experience 97

Customer Experience Brand ambassadors Self service Chatbots 97

ShepHyken

MAY 25, 2020

How to calculate your customer retention rate by Bryce Baer. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. I was glad to see this article, which includes the formula to measure customer retention. How to calculate your customer retention rate.

Customer Service 156

Customer Service Customer retention Contact Center Marketing 156

Nicereply

FEBRUARY 21, 2022

Anticipating client difficulties and giving proactive solutions are the foundation of customer success. Not only does customer success lead to greater happiness and loyalty, but it also helps businesses increase revenue and customer retention. Greater emphasis on customer onboarding.

Journey mapping 98

Journey mapping Chatbots Customer retention Sales 98

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

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.

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

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. Our Three Foundations of VoC Guide will help you get things right from the start.

Customer retention 62

Customer retention B2B Feedback Metrics 62

BlueOcean

MARCH 11, 2025

This comprehensive analysis goes beyond traditional quality monitoring and provides deeper insights into customer sentiment, behavior patterns, and emerging trends. These trigger points aren’t static; they’re constantly refined based on actual customer interactions and brand-specific requirements.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

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

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. To address the growing vulnerability in call center customer bases…”.

Call Center 345

Call Center Contact Center Finance Consulting 345