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

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. These are what McKinsey refers to as the “Zero Consumer.”

Customer Service 213

Customer Service B2C Customer retention B2B 213

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 164

Customer Service Customer retention Advertising Contact Center 164

ShepHyken

OCTOBER 29, 2023

Keeping your customers close is all about it, like a favorite coat that you just can’t give up. My Comment: There’s a lot to this article about customer retention and loyalty. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 173

Customer Service Marketing Customer retention Customer Experience 173

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

Customer Service 34

Customer Service Customer retention Best practices Customer Experience 34

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. That includes B2C, B2B, and G2C (Government to Citizen). Connect with Shep on LinkedIn.

Customer Service 156

Customer Service B2C Customer retention Government 156

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer retention 61

Customer retention Scripts Education Marketing 61

ShepHyken

FEBRUARY 12, 2024

Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? Connect with Shep on LinkedIn.

Customer Service 178

Customer Service Self service Personalization Customer retention 178

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.” Consider these results from companies in the top quartile of the CX index. CX doesn’t cost.

Customer Service 178

Customer Service Consulting Consulting Customer Experience 178

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Connect with Shep on LinkedIn.

Customer Service 178

Customer Service Contact Center Customer centricity Banking 178

ShepHyken

NOVEMBER 27, 2023

The AI Customer Service Blueprint by Magical (Magical) The easiest way to think about integrating AI customer support tools and apps into your business is to think of it like building a house. This AI Customer Service Blueprint breaks down how to integrate AI for customer support into three main levels.

Customer Service 182

Customer Service Morale Customer retention Marketing 182

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 153

Customer Experience Feedback Customer centricity CRM 153

ShepHyken

FEBRUARY 25, 2024

How Customer Experience Drives Business Growth by Impact Networking (Impact Networking) By prioritizing the customer experience, businesses can increase customer retention and loyalty, generate organic brand advocacy, expand their market share, and ultimately drive the bottom line. Connect with Shep on LinkedIn.

Customer Service 164

Customer Service Customer advocacy Average Handle Time Customer centricity 164

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

Customer Service 164

Customer Service Gamification Customer retention Customer Experience 164

CSM Magazine

NOVEMBER 5, 2024

The platform integrates various customer service touchpoints, helping companies build lasting relationships with their customers. In today’s competitive environment, businesses that prioritize effective customer service see stronger customer retention and loyalty.

Customer Service 52

Customer Service Management Metrics Consulting 52

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Active Listening Workshops : Empathy begins with listening.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Verint

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday.

Customer retention 36

Customer retention Engineering Coaching Sales 36

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Active Listening Workshops : Empathy begins with listening.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Beyond Philosophy

JULY 6, 2023

Neither of these purchase motivations portends loyalty or customer retention based on the value you provide. Just some old-fashioned Customer Experience design and excellent experience delivery of the small stuff by the staff. Colin has conducted numerous educational workshops to inspire and motivate your team.

Government 195

Government Surveys Education Customer retention 195

ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. Provide valuable customer insights to inform product development, marketing campaigns, and sales strategies. Foster a culture of customer-centricity throughout the organization. Conduct training and workshops for clients.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ijgolding

DECEMBER 3, 2014

I strongly believe that the implementation of a Customer Experience Framework can help law firms to be the best they can be – for their partners, employees and customers. It would be great for others to hear your story.

Customer centricity 90

Customer centricity Customer Experience Customer retention Sales 90

Totango

FEBRUARY 28, 2020

Maximum customer lifetime value is achieved over years of cyclical adoption, renewals, and expansion opportunities, with continuous delivery that evolves as user goals change. This makes customer retention critical. Software that Strengthens Customer Engagement Strategy. That’s for 1:1 touchpoints.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

Comm100

JANUARY 19, 2017

When we are approached by a customer who is upset by a defective product or service, responding with a professional apology that offers the customer a hassle-free solution is an important part of ensuring customer retention. We do our best to always deliver our workshops as scheduled. Sincerely, Brian C.

Customer Service 89

Customer Service Accountability Management Banking 89

NobelBiz

OCTOBER 24, 2023

Social media engagement for customer feedback. Loyalty program enrollment for customer retention. In today’s digital age, customers can engage with brands through a wide range of channels, including social media platforms , email , and more. What is a Customer Journey Map?

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Kristina Evey

JANUARY 13, 2015

If you want to be successful in business and in your quest to make more profits and increase your customer retention, you must take action to make that happen. Wishing it won’t make it happen. Wanting it won’t make it happen. Working at it will make it happen. . I have great plans for all of us in 2015.

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

CSM Practice

AUGUST 7, 2020

Click here to access how CSM Practice conducts playbooks workshops. . The work with CSM Practice helped Vitalsource quickly define the customer journey map for each team, emphasize the commonality between the customer success teams , align on a common language, and outline a project plan from development to full rollout of the concept.

Journey mapping 81

Journey mapping Morale SaaS Education 81

ClearAction

NOVEMBER 11, 2022

When you proactively retain customers, your non-customer-facing groups collaborate to prevent recurrence of prevalent issues that cause customer pain. Your Marketing team supports customer retention in balance with customer acquisition. Include cross-functional representatives in each workshop.

Customer Experience 71

Customer Experience Customer retention Feedback Marketing 71

Comm100

JANUARY 19, 2017

When we are approached by a customer who is upset by a defective product or service, responding with a professional apology that offers the customer a hassle-free solution is an important part of ensuring customer retention. We do our best to always deliver our workshops as scheduled. Sincerely, Brian C.

Customer Service 81

Customer Service Accountability Management Banking 81

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Calabrio

MARCH 5, 2025

Meanwhile, the AI-powered Trending Topics feature can be used to automatically sort all your conversations into a prioritized list of about 100 of your customers most common concerns. VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

C3Centricity

AUGUST 6, 2024

To facilitate this cultural metamorphosis: Implement regular workshops that highlight the tangible benefits of customer-centricity Develop a comprehensive internal communication strategy Create a reward system that recognizes and celebrates customer-focused behaviours The payoff is substantial: companies prioritizing customer experience see up to 1.7

Customer centricity 62

Customer centricity Big data Customer retention Enterprise 62

ijgolding

JANUARY 22, 2018

This involvement can create a positive workspace for your employees, where they feel not only that they have enough training to provide excellent customer service, but one in which they feel encouraged to go above and beyond for the customer. Please note, this article was written by Customer Contact Week.

Customer Experience 76

Customer Experience Abandon rate Contact Center Customer Care 76

Comm100

DECEMBER 16, 2024

By integrating AI-driven solutions into service workflows, businesses can streamline processes, optimize resource allocation, and deliver consistent, data-backed experiences that impact both customer retention and the bottom line. They want to provide omnichannel support to their customers without sacrificing on service quality.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Comm100

DECEMBER 19, 2017

Some of the business objectives you can use include customer retention, customer satisfaction, product purchases, purchase volume, purchase frequency, products returned, the number of dissatisfied customers and revenue. Identifying gaps in the customer experience. Conducting internal workshops.

Customer Experience 137

Customer Experience Morale Journey mapping Customer centricity 137

Outsource Consultants

JANUARY 16, 2025

Effective QA programs directly impact key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and first call resolution (FCR) rates. A financial services company integrated their QA data with customer feedback and operational metrics.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Totango

DECEMBER 28, 2021

These can be delivered through formats such as seminars, workshops, certification programs and degree programs. Training of your customer success team can be facilitated through supporting technology that allows your team the ability to access standardized best practices and strategies for handling specific situations.

Benchmark 102

Benchmark Best practices Education Surveys 102