ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Customer Service Is the New Upsell by David Wagoner.

Customer Service 193

Customer Service Upselling Sales Customer retention 193

bold360 Blog

NOVEMBER 6, 2018

Like many companies today, the majority of your customer lifecycle marketing budget is probably focused on acquisition, so you have the resources you need during this getting-to-know-you phase. This is bad news, because acquiring a new customer costs, at a minimum, 5x more than the cost of retaining an existing one.

Upselling 209

Upselling B2C Customer retention Marketing 209

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. Increasingly, brands understand the importance of the customer.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Tethr

FEBRUARY 11, 2020

Creating a customer experience (CX) map for your brand helps businesses zoom in on key insights that can focus and refine the customer experience. A CX map is comprised of all of the touchpoints a customer has or could have with an organization, as well as the interactions that occur at the touchpoints.

Customer Experience 76

Customer Experience Analytics Customer retention Upselling 76

TLC Associates

JULY 24, 2019

Studies by Bain & Company show the effort to increase customer retention by 5% produces 25% additional profits through upsells, cross-sells, and customer referrals. It’s not a stretch to say your ability to retain customers reflects your ability to grow your bottom line. Calculating Customer Retention Rates.

Customer retention 49

Customer retention Benchmark Upselling outsourcing 49

ChurnZero

MAY 3, 2019

If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. A lot of upselling and cross-selling opportunities!

Customer retention 75

Customer retention CRM Upselling Sales 75

Method:CRM

JULY 11, 2022

Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement?

Customer Experience 92

Customer Experience Journey mapping CRM Metrics 92

aircall

JUNE 15, 2018

It can be a powerful driver of customer retention when applied correctly. Mindfully Collect Customer Data. The way to a customer’s heart is through personalized service. Those first few steps of the customer journey offer vital clues on the best way to proceed. . The post Want to Improve Customer Retention?

Customer retention 48

Customer retention Upselling CRM Customer Care 48

inmoment

JULY 4, 2020

The journey to effective customer experience (CX) includes many steps. We’ve already talked about three of those steps—listening to customers, understanding who they are and the context of their experiences, and taking action to improve those experiences—in great detail. Customer Acquisition.

Customer Experience 40

Customer Experience Upselling Customer retention Metrics 40

Kayako

MAY 16, 2018

My good friend runs a content marketing company. She decided that she also wanted to offer email marketing services, and so she built a landing page and set up LinkedIn Ad, hoping to gain some inbound leads. She sold the email marketing service to 80% of her current clients via phone. How does this apply to sales and marketing?

Customer retention 59

Customer retention Upselling Sales Feedback 59

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. customers, 65% find a positive experience with a brand to be more influential than great advertising. Keep it conversational.

Customer Care 63

Customer Care Marketing Average Handle Time Customer retention 63

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Method:CRM

AUGUST 15, 2022

Keeping customers happy is one of the most important things you can do. So, when it comes to the customer experience vs. customer relationship debate, the answer is both! The key to delivering a great customer experience (CX) is establishing solid relationships with your clientele. . Customer relationship.

Customer Experience 52

Customer Experience CRM Journey mapping Feedback 52

Real Blue Sky

NOVEMBER 21, 2023

As we delve into five dynamic strategies for brand growth, we’ll explore how prioritizing customer retention can significantly boost profits. We’ll discuss the art of enhancing customer experiences to keep your customers not just satisfied but delighted and loyal.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Will it positively impact our market share?

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

Education Services Group

OCTOBER 22, 2019

There are a ton of resources you can take advantage of in order to set up a Customer Success department, but one of the most useful resources is right there in your own building: your marketing department. Aside from you, no one else knows your customers like your marketing team does. Where Should You Start?

Marketing 49

Marketing Education Upselling Customer advocacy 49

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

Influitive

OCTOBER 30, 2015

With the martech universe expanding rapidly , many marketers are beginning to fear that an overwhelming amount of technology and automation is causing them to lose touch with their customers—at a time when engagement is more important than ever. Focus on customer interaction. Become a valuable storyteller.

Marketing 79

Marketing B2B B2C Upselling 79

Method:CRM

JULY 11, 2022

Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement?

Customer Experience 52

Customer Experience Journey mapping CRM Metrics 52

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Are they on the same page with you?

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

OctopusTech

JULY 21, 2023

Data of customers act as a lifeline for any business. Customer data nowadays is one of the most important types of data that are used by various businesses to optimize and improve their sales and marketing efforts. This will help companies to provide each customer with a personalized user experience.

Best practices 62

Best practices Management Upselling Sales 62

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

CRM 59

CRM Customer Care Customer Experience Customer advocacy 59

Global Response

MARCH 13, 2024

Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. 74% of consumers admit they will buy a product based on experience alone.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

aircall

SEPTEMBER 11, 2017

Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 4 in 10 customers will avoid vendors for two or more years following a bad service interaction. Marketing Metrics ).

Customer Support 115

Customer Support B2C Upselling B2B 115

CSM Magazine

DECEMBER 6, 2023

For companies looking to stand out from competitive and crowded markets, it’s no longer enough to provide great products or services only. Today, a company’s success is also closely tied to its ability to provide exceptional customer service, which helps retain loyal customers and generate repeat business. Let me explain.

Upselling 52

Upselling SaaS Advertising Marketing 52

Vcaretec

JULY 11, 2022

Major Ways a Call Center Increases CLV The best way to increase the CLV of a business is to increase the rate and duration of customer retention. A call center helps you to do that by: Making it Easy to Report Issues Customers experience usage issues from time to time. Customer retention comes with several benefits.

Call Center 52

Call Center Customer retention Upselling Personalization 52

Global Response

FEBRUARY 26, 2024

Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Not all call centers are created equal.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Global Response

JULY 3, 2023

But customer relationships are essential to your business. Good customer relationships can: increase customer retention and decrease churn grow Customer Lifetime Value improve customer loyalty increase average purchase value and frequency improve NPS scores and word-of-mouth referrals reduce CAC and more!

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

CustomerSuccessBox

JUNE 24, 2022

This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Covering some solid customer success strategies that can help elevate the customer retention process of your SaaS business thereby reducing churn and increasing the recurring revenue. Upselling the right way.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Totango

AUGUST 23, 2022

In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. Post-sales interactions, starting with the customer’s onboarding experience and continuing throughout their relationship with your brand.

B2B 116

B2B Journey mapping SaaS Engineering 116

Education Services Group

JUNE 4, 2019

Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells. That’s why customer communication is so important. Capture and Share Customer Success Stories.

Marketing 53

Marketing Best practices Upselling Feedback 53

TeleDirect

OCTOBER 25, 2023

Unfortunately, your customer at the other end of the line knows that the virtual assistant is heartless and void of genuine concern. Semrush reports that 40% of marketing and sales departments prioritize machine learning and AI technology. AI can also create customer profiles based on past experiences, conversations and orders.

Call Center 62

Call Center Technology Customer Support Complaint resolution 62

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 83

B2B SaaS Education Brand ambassadors 83