Select VoiceCom Blog

JANUARY 8, 2024

We swiftly set up an omnichannel support team and implemented strategies for enhancing customer retention, enabling the client to dramatically transform their CSAT score and retention rate. To start, we set out to create a team of 20 voice (customer support and customer retention) and non-voice (chat and email help desk) agents.

Customer retention 52

Customer retention outsourcing Metrics Customer Support 52

CustomerSuccessBox

DECEMBER 4, 2018

According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are.

Best practices 40

Best practices Customer retention SaaS Metrics 40

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

Chatbots 59

Chatbots B2B SaaS B2C 59

Beyond Philosophy

JULY 14, 2015

There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided. I wrote a blog a while back about some friends who only called me when they wanted something.

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366

delighted

OCTOBER 22, 2019

While there are many reasons and methods to measure customer experience (CX), keeping tabs on the perception of your customers via the Net Promoter methodology can be incredibly valuable for benchmarking the health of your business. But first, let’s take a quick look at how NPS is measured.

Benchmark 41

Benchmark Feedback Surveys Customer retention 41

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience.

Customer Experience 59

Customer Experience Customer centricity Analytics Feedback 59

Beyond Philosophy

FEBRUARY 3, 2015

By helping position the choice for your customer, you can help them take action that drives them toward an experience outcome that leaves them happy and pleased. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Sources: Aagaard, Michael. “10

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 20, 2015

We know that over 50% of a Customer experience is emotional so this is important. Witness their leaked training guide: Apple Case Study. What do training programs miss for Customer-facing teams? If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues.

Consulting 399

Consulting Consulting Customer Experience Customer retention 399

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. .

Metrics 103

Metrics Best practices Customer retention Enterprise 103

Totango

SEPTEMBER 23, 2021

CSAT calculations total up scores of 4 and 5 to measure what percentage of customers are either satisfied or very satisfied. Research has shown that scores in this range correlate highly with customer retention. For example, you can invite very satisfied customers to post on a software review site such as G2.

Surveys 101

Surveys Metrics Benchmark Wait times 101

Totango

AUGUST 21, 2020

Why Invest in Customer Success? Investing in customer success means investing not just in your customer’s success, but in that of your enterprise. Investing in customer success can: Increase customer retention rates and keep customers engaged. Case Study: Monster. Case Study: Zoom.

Enterprise 78

Enterprise Customer centricity Accountability Customer advocacy 78

NobelBiz

MAY 14, 2024

’ Read Case Study Benefits of using Conversational Analytics Implementing conversational analytics can lead to numerous benefits for businesses: 85% of executives believe that using tools like conversation analytics can provide a competitive advantage.- Calltrackingmetrics.com 1.

Analytics 59

Analytics Call Center Contact Center Sales 59

Beyond Philosophy

SEPTEMBER 15, 2015

If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This…. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

AUGUST 4, 2015

It requires an enforcement of the principles, a focus on the needs of the Customer, and a KPI that is rewarded for achieving these goals. RICOH Canada had a vision: to be the most trusted brand with irresistible appeal in their market.

Sales 398

Sales Customer centricity Customer Experience Accountability 398

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Her blog is a must-read for those keen on leadership in customer service, customer listening, and engagement. Intercom.com . On the agenda?

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

JustCall

APRIL 5, 2023

It helps you streamline your approach and create a definite process for managing customers. Generating leads and converting prospects to customers is the first step. Customer relations and loyalty play an integral role after that.

Management 52

Management CRM Analytics Customer retention 52

NobelBiz

MAY 7, 2024

Cost Efficiency and ROI Although the initial investment in a hybrid dialer system may be significant, the return on investment is quickly realized through improved efficiency and customer retention. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

NobelBiz

APRIL 30, 2024

Predictive analytics can forecast customer needs, potential churn rates, and other vital metrics, enabling call centers to proactively address issues and optimize customer retention strategies. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

Predictive analytics can forecast customer needs, potential churn rates, and other vital metrics, enabling call centers to proactively address issues and optimize customer retention strategies. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Amity

MARCH 27, 2017

According to the 2017 State of Customer Marketing Report , companies reporting moderate or high revenue from their customer marketing efforts are 45% more likely to report that their customers are satisfied. • 8 Tips For Creating a Great Case Study.

Marketing 52

Marketing SaaS Education Customer retention 52

CSM Magazine

DECEMBER 20, 2022

Online gambling has become a major industry in recent years, and its success is due in large part to its ability to provide excellent customer service. From the ease of making deposits to the swiftness of payouts, online gambling sites have continuously worked to improve the user experience for their customers. Consistency is key.

Customer Service 72

Customer Service Accountability Chatbots Customer retention 72

Nicereply

JUNE 30, 2020

higher YoY growth in customer retention, repeat purchase rates, average order value, and Customer Lifetime Value (CLV) than other companies. It makes it easier for your marketing team to find great fodder for case studies, but also gives people something to talk about: how awesome you are! Word-of-mouth marketing.

Construction 98

Construction Customer retention Metrics Surveys 98

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

Beyond Philosophy

JULY 7, 2015

Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Customer centricity 284

Customer centricity Analytics Customer Experience Marketing 284

Nicereply

MAY 14, 2019

Strong communities form an important part of customer retention strategy, because they keep customers coming back for more. Customers feel like the relationship is a give and take situation – and this relationship continues even beyond the initial sale. How did you like this blog? Communities are powerful.

Sales 76

Sales B2C B2B Customer retention 76

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. If they outshine your customer, you’ll lose the reader.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

NobelBiz

MARCH 12, 2024

When customers feel understood and valued at every interaction, they are more likely to develop a sense of loyalty towards the brand. This also means that satisfied customers are more likely to advocate for the brand, leading to positive word-of-mouth referrals and increased customer retention rates.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Global Response

JULY 23, 2023

Case Studies: Companies That Overcame Their Fears and Thrived At Global Response, we work with clients who have high-profile brands and a strong image and customer experience. So how do you find a call center that will benefit your business? With brands like these, outsourcing a call center can be a big risk.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Nicereply

DECEMBER 7, 2022

Successful customer relations go beyond just getting customers up and running; it’s about ensuring they are happy and continue to be a valuable part of your business over the long term. In this post, we’ll share tips for developing a strong customer success team to help you improve customer retention and lifecycle.

SaaS 52

SaaS Morale Feedback Accountability 52

ViiBE Blog

APRIL 19, 2021

Don’t go out of your way to create problems, but realize that each case of dissatisfaction is an opportunity. Case study: what is service recovery in healthcare? While healthcare is an industry with its unique issues, the approach to customer service and service recovery remains the same.

Healthcare 52

Healthcare Feedback Surveys Best practices 52

Satrix Solutions

NOVEMBER 28, 2018

How willing they are to participate in case studies. Whether your potential customers hear about you through a proactive recommendation or when they’re asking for insight from peers, having a long list of customers who speak favorably about you is an ideal way to drive more inbound leads. How often they refer you.

B2B 60

B2B Customer centricity Feedback Advertising 60

OctopusTech

MARCH 30, 2023

This will leave a lasting impression on customers so even if they don’t make an immediate purchase, they may make one later or recommend your business to others by improving your customer retention. This could include sharing industry research or case studies of how your product or service has helped other businesses.

Sales 62

Sales outsourcing Marketing Call Center 62

GetFeedback

SEPTEMBER 24, 2019

B2B marketing expert Chris Ryan of Fusion Marketing Partners advises that, instead of just dealing with problems, CX could help marketing identify highly satisfied customers and “look for chances to make heroes out of your customers.”. Whereas an established, slower-growing market leader may be more interested in customer retention.

Education 60

Education Sales Feedback Healthcare 60

JustCall

NOVEMBER 27, 2022

In this method, a business can learn what customers like and dislike about a product and develop strategies to enhance the customer experience. Potential customers also trust current customers to be honest about the good, the bad, and the ugly. VoC Techniques.

Feedback 52

Feedback Surveys Finance Marketing 52

Education Services Group

JUNE 12, 2018

As Robert shared, “…The proven low hanging fruit of Customer Marketing tactics: Newsletters, Case Studies, Blog Posts, Videos (educational – how to use), Meet-ups. Share with us – How have you leveraged Marketing in your Customer Success Strategies? Did you like this blog post?

Marketing 53

Marketing Education SaaS Sales 53

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. We talk about: How you can save 40% on customer service costs. Successful case studies.

Call Center 108

Call Center Contact Center Engineering Construction 108

SmartKarrot

APRIL 6, 2021

In this blog, we will see why C-Suite Selling is important. how to sell your customer success tool to them. Selling to C-suite customers is important as it can provide: Faster decisions, lesser bureaucratic hurdles, large contracts- these are characteristics of a C-suite buyer. Top concerns for Chief Customer Officer.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18