ShepHyken

MAY 17, 2021

(Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints.

Customer Service 196

Customer Service Customer retention Marketing Sales 196

Quiq

AUGUST 10, 2020

The article gives an up close look at how this leading home security company implemented automation to elevate it’s customer retention program. . As part of the program, Brinks sends current customers customized offers. Reach More Customers Through Automation. Brinks Secret To Successful Automation.

Customer retention 55

Customer retention Chatbots Management 55

ShepHyken

APRIL 26, 2021

My comment: One of the compelling propositions for our clients interested in our customer service training programs is that that customer service doesn’t cost. Brian Solis has a compelling article about this very topic. One of the main points is that customer service is becoming the face of a brand.

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

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.” This article approaches the very timely topic of the experiences we plan to deliver in a post-pandemic world.

Customer Service 319

Customer Service Customer retention Customer Experience Technology 319

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. Once again, another list of tips and tactics to keep your customers satisfied.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

MAY 18, 2020

These 6 Customer Retention Strategies Actually Work by Hal Koss. Built In) CSMs know that acquiring customers is its own challenge, and that a strong retention rate takes some of that pressure off the business. But how do you build loyalty that leads to customer retention?

Customer Service 231

Customer Service Customer retention Banking Customer Support 231

ShepHyken

FEBRUARY 25, 2024

This has a nice description of how AI will make customer service better. I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. This short article hits some of the high points of why creating obsessed customers is a good strategy. Imagine that!)

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

ShepHyken

AUGUST 31, 2020

(Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back. The more formal name for that is “customer retention.”

Customer Service 263

Customer Service Advertising Customer retention Customer Experience 263

ShepHyken

MARCH 21, 2022

It’s not so much that there is anything new here, but it’s a solid list: self-service options, an omni-channel experience, measuring success, turning around negative feedback, and doing more than expected. How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Edelman and Mark Abraham.

Customer Service 167

Customer Service Customer retention Engineering Self service 167

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 Customer Retention Marketing Tips with an Artificial Intelligence Twist by Tara Thomas.

Customer Service 218

Customer Service Customer retention B2C Contact Center 218

ShepHyken

FEBRUARY 26, 2023

8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company. A company’s call center is often the primary point of contact between customers and the organization.

Customer Service 156

Customer Service Call Center Customer retention Banking 156

ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same?

Customer Experience 98

Customer Experience B2B B2C Customer retention 98

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. We landed on a theme that made sense: a neighborhood.

SaaS 98

SaaS Best practices Gamification Feedback 98

LiveChat

APRIL 29, 2016

Have you ever considered that the work, resources and manpower you put toward acquiring new customers could be better spent on keeping your current customers through customer retention? What is customer retention. The idea of customer retention is what will get you to completely new revenue levels.

Customer retention 39

Customer retention Surveys SaaS Marketing 39

C3Centricity

JANUARY 2, 2024

Here at C3Centricity, we publish books ( Winning Customer Centricity ), articles and training on customer centricity, because we’re passionate about helping companies to successfully adopt a customer-first strategy. Insights are the foundation on which every single successful brand is built.

Customer centricity 90

Customer centricity Journey mapping Customer Experience Personalization 90

Voiptime

DECEMBER 5, 2022

By the way, excellent customer service is the weapon that is the main in overcoming competitors and there’s nothing to change this situation. Some of them are successful on this path, while others still can’t find the right strategy and model for their customer service.

Customer Service 75

Customer Service Customer retention Sales Marketing 75

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. ” – Blake Morgan for Forbes.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. My Comment: Another one of my favorite topics is customer loyalty.

Customer Service 33

Customer Service Customer retention Education Surveys 33

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

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At

Call Center 345

Call Center Contact Center Finance Consulting 345

Satrix Solutions

JULY 21, 2021

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. SaaS onboarding makes or breaks your customer retention.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Nicereply

DECEMBER 20, 2022

“The best way to avoid customer churn is to know your customers.”. In this post, we will look at the topic of customer churn. What is customer churn? Customer churn, also known as customer attrition , occurs when customers stop doing business with a company.

Advertising 52

Advertising SaaS Metrics Surveys 52

LiveChat

APRIL 10, 2017

Put simply: once you build a solid customer base, it’s essential that you shift your focus toward retaining customers and ensuring they remain loyal. 4 Main Tenets of Customer Retention. Each of the strategies we’ll discuss throughout this article fall under one of four main principles: Knowing your customers.

Customer retention 28

Customer retention Personalization Sales CRM 28

ChurnZero

JULY 7, 2020

What makes a successful business? Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. The Difference Between Customer Support and Customer Success Teams.

Customer Support 90

Customer Support Education Customer retention Feedback 90

ProProfs Blog

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

CSM Practice

AUGUST 3, 2020

is considered to be a crucial topic among the Customer Success community. That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”. We want to ensure initial deployment is successful.

Upselling 98

Upselling Sales Chief Customer Officer SaaS 98

Toister Performance Solutions

MAY 11, 2023

How will you know if this project is successful? The hotel's general manager had complained about poor customer service and threatened to cancel the parking contract if performance didn't improve within 30 days. How will you know if the project is successful? "We need to reduce complaints by 10%" is getting somewhere somewhere.

Customer Service 87

Customer Service Surveys Best practices Customer retention 87

Voiptime

JANUARY 2, 2023

We are not now discussing any social or other functions of a business, because it doesn’t relate to the topic of this article - the fact remains that the main goal for every sales organization is to do as many sales as possible. But how to do it?

Metrics 40

Metrics Sales Advertising SaaS 40

ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. Customer Success Around the Web.

SaaS 59

SaaS Customer retention Coaching Consulting 59

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is becoming a prominent competitive advantage in this age of increased competition with other organizations. We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company. Segmentation of Customers.

Customer centricity 52

Customer centricity SaaS Analytics Customer advocacy 52

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. 16 Ventures. SuccessCoaching.

SaaS 52

SaaS Upselling Education Customer retention 52

Satrix Solutions

JULY 28, 2021

As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. We had an opportunity to sit down and chat about this topic, as well as what's coming up in the Customer Success industry with Abby Hammer, [.]

Customer Experience 122

Customer Experience B2B Surveys Construction 122

GetFeedback

MAY 9, 2019

My point is, we know what it’s like to spend weeks, months even, looking for clarity on the right CX approach to only end up more confused by the endless information that’s out there on the topic. What are the customer experience maturity levels? . Stage 6 — Embed: Your company is delivering great customer experiences.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

Totango

SEPTEMBER 12, 2018

Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. That’s where Customer Success comes into play.

Chief Customer Officer 55

Chief Customer Officer Customer centricity Best practices Customer retention 55

CSM Practice

AUGUST 7, 2020

CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey.

Journey mapping 81

Journey mapping Morale SaaS Education 81