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

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. Video is powerful.

Customer Service 47

Customer Service Customer retention Metrics Consulting 47

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

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 includes a short video.

Customer Service 263

Customer Service Customer retention Customer Experience Technology 263

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

OCTOBER 29, 2014

Here is also a video of Dan Ariely , author of “Predictably Irrational” and professor at Duke University who explains and provides more examples of Loss Aversion. So, for my ending I want to leave you with John Oliver’s video on Scottish Independence : Why did I include that?

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer retention 110

Customer retention Analytics Airlines SaaS 110

ShepHyken

JANUARY 4, 2023

Self-Service Is More Popular than Ever – While the phone still rules as the most popular way for people to contact a company, more and more customers are willing to use self-service options, such as a robust FAQ page on a website, chatbots, video tutorials and more. Done right, customer support makes you money. .

Customer Experience 356

Customer Experience Customer Service B2C Self service 356

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

Beyond Philosophy

MARCH 31, 2015

This does not mean that bank branches will go the way of video stores or carriage shops, however. The post At A Fork In the Road: As a Customer Relationship Driver, Where Is Branch Banking Headed? Blogs Customer Retention' and “If you ask me anything I don’t know, I’m not going to answer.”.

Banking 310

Banking Airlines Self service Finance 310

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 157

Customer Service Customer retention Contact Center Marketing 157

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. I often see companies and employees who are quick to blame someone else in their organization whenever a problem occurs.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

ShepHyken

AUGUST 22, 2016

Customer Retention: 50 Tools to Build the Perfect Customer Experience by Ty Magnin. Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business. Keep this article nearby and refer to it often.

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

ShepHyken

AUGUST 14, 2020

Content in any form can create a bond with customers and make them feel closer to the company. These days, people ignore ads, block pop-ups, and skip video ads on streaming sites. Sponsored pieces in newspapers, promotional Instagram videos with influencers, podcasts, and editorial blogs should be included in a good strategy.

Customer Experience 256

Customer Experience Entertainment Sales Advertising 256

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 176

Customer Service Customer retention SaaS Best practices 176

ShepHyken

AUGUST 14, 2023

I asked the salesperson how easy it is to get customer support. I did, and a YouTube video tutorial came up and showed me exactly how to do what I needed. 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.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

ShepHyken

APRIL 18, 2017

Are you obsessing about taking care of your customers? Shep Hyken interviews Amy Downs, Chief Customer Success and Happiness Officer at Lifesize, a connected video conferencing company, about why you should be obsessed about taking care of your customers. Amy stressed the importance of customer retention.

Customer retention 188

Customer retention Education Analytics Marketing 188

ShepHyken

JUNE 13, 2016

Marketers rejoiced because they now have additional characters with which to include photos, videos, and polls. My Comment: Twitter has become an important customer service channel. Perhaps one of the most important trends is the first one, that emphasizes how self-service customer service is a viable channel.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

ShepHyken

FEBRUARY 20, 2024

How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition? A happy and satisfied workforce leads to a better customer service experience. Why is paying attention to market and competition crucial for businesses?

Customer retention 209

Customer retention Analytics Customer Experience Customer Service 209

ShepHyken

JANUARY 3, 2024

Discuss why they love them and determine if there’s anything these other companies are doing that you can do as well. EX Is As Important As CX If you’ve been following my articles and videos, you know this is one I’ve been talking about for several years. The employee experience (EX) drives a better customer experience (CX).

Customer Service 253

Customer Service Customer retention Customer Experience 253

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. MX gives customers a greater degree of choice over how they interact with a brand.

Self service 207

Self service Chatbots Enterprise Customer centricity 207

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

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.

Call Center 345

Call Center Contact Center Finance Consulting 345

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. Web design and maintenance.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. I love using video as a way to deliver a great self-service customer support solution.

Customer Service 164

Customer Service Benchmark Customer Care Finance 164

Concentrix

SEPTEMBER 1, 2022

Leverage customer and brand loyalty to collect customer feedback for higher customer retention metrics and a better brand experience. The post Loyalty Voices: Boost Customer Retention Metrics appeared first on Concentrix.

Customer retention 62

Customer retention Metrics Feedback 62

Concentrix

SEPTEMBER 1, 2022

Leverage customer and brand loyalty to collect customer feedback for higher customer retention metrics and a better brand experience. The post Loyalty Voices: Boost Customer Retention Metrics appeared first on Concentrix.

Customer retention 62

Customer retention Metrics Feedback 62

aircall

JUNE 30, 2021

He pitched his idea for a video doorbell, called Ring, and investors promptly rejected him. Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

OctopusTech

JULY 17, 2023

Customer retention email plays a major role for the growth of any company. But what about your existing customers who keep purchasing your products? This is where customer retention email comes in as with this a company can use different email strategies to make them buy the goods again from a brand.

Customer retention 62

Customer retention Surveys Feedback Marketing 62

ShepHyken

SEPTEMBER 12, 2022

I love his take on all things customer experience. So, I was excited to read Steven’s article and watch his video comparing the movie to a great customer experience. 3 Things You Need to Do to Keep Customers by Jim Schleckser. Some companies may even have lofty goals like winning customers for life.

Customer Service 38

Customer Service Customer retention Marketing Customer Experience 38

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

MARCH 21, 2022

How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Total Retail) To help keep brands growing and revenue increasing beyond a customer’s initial experience, here are some concrete steps brands can take to engage their customers this spring season after they’ve purchased a product.

Customer Service 176

Customer Service Customer retention Self service Engineering 176

Hodusoft

JULY 24, 2024

Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” In a time of growing competition and dwindling customer loyalty, businesses need to focus on customer retention more than ever before. How to Analyze Current Retention Rates?

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. It’s also about the customer experience.

Customer Service 151

Customer Service Airlines Customer retention Marketing 151

360Connext

JANUARY 4, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You gathered videos and recordings to help share the customer’s actual voice as part of the storytelling.

Journey mapping 72

Journey mapping Customer Experience Education Feedback 72

ProProfs Blog

JANUARY 9, 2020

You can divide the number of customers at the end of a financial year by the number of customers at the start of the year to find out the customer churn rate. . Decreasing the customer churn rate by even 5% can lead to an increase in profits by 25% to 95%.” – Harvard Business School.

Customer retention 130

Customer retention Customer Support Marketing Education 130

Win the Customer

OCTOBER 6, 2020

If you’re dealing with a complicated request then breaking it down by providing links to FAQs, walkthroughs or instructional videos will help the customer access the information they need. Use these tips to make customer service emails a tool for building your brand and customer retention.

Personalization 173

Personalization Customer Service Customer retention Feedback 173