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 154

Customer Service Customer retention Contact Center Marketing 154

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Technology – key to successful customer retention strategies.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

Quiq

MARCH 31, 2022

Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) as many resources.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

JustCall

OCTOBER 25, 2023

Read this blog to know how you can use post-call surveys to address key concerns and craft a strong customer retention strategy. Why Is Customer Retention Challenging? It is common knowledge that the key to a successful brand is all about having loyal and long-term customers who keep coming back to your brand.

Customer retention 52

Customer retention Surveys call center software Feedback 52

ProProfs Blog

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Customer retention 164

Customer retention Sales B2B Marketing 164

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. The second quarter of 2020 was chaotic. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

aircall

JUNE 30, 2021

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. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

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. The post 5 Top Customer Service Articles For the Week of April 6, 2020 appeared first on Shep Hyken.

Customer Service 189

Customer Service Airlines Customer retention Marketing 189

ProProfs Blog

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Customer Engagement Statistics 2020 Explained. Delightful customer experience is directly proportional to customer retention.

B2B 204

B2B Banking Personalization Employee engagement 204

CustomerSuccessBox

MARCH 25, 2021

No matter what era we live in, customer retention is something that will never fade away. Let’s see the process of acquiring new customers. You’ve spent considerable time creating various marketing and sales funnels to convince your customer how your product can solve their problems. How do I improve customer retention?

Customer retention 52

Customer retention SaaS B2B Upselling 52

Skybridge

SEPTEMBER 11, 2020

In her article, “ Winning means losing in the game of customer retention,” O’Grady makes a compelling argument for rethinking customer retention in a year when “protecting the status quo” may not lead to success. Winning means losing in the game of customer retention. We would love to talk!

Customer retention 52

Customer retention Calibration Customer Care Marketing 52

ProProfs Blog

MAY 6, 2020

Customer Experience & Live Chat Statistics. Future of Customer Experience. Must-Read 53 Customer Experience Statistics for 2020 . With these customer experience stats, facts, and trends, your business can effectively create some of the best strategies that keep customers delighted with your services.

Customer Experience 99

Customer Experience B2B B2C Sales 99

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. See a Demo Today.

Customer retention 55

Customer retention Chatbots Management 55

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com.

Customer Service 162

Customer Service Consulting Consulting B2C 162

ShepHyken

OCTOBER 2, 2023

Customer service should not be viewed solely as a cost center but as an opportunity to enhance customer experience, generate revenue, and improve customer retention. Quotes: “Around 2019 and 2020, everybody just wanted to see top-line growth. It was all about numbers and revenue.

Customer Support 198

Customer Support outsourcing Upselling Customer retention 198

ChurnZero

SEPTEMBER 29, 2020

Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Check out 2 mind-blowing stats about Customer Expectations! Jignesh Thakkar (@socialjignesh) September 22, 2020. . Every employee is on the Customer Success team. Customer Service ?

SaaS 59

SaaS Metrics Best practices Customer retention 59

Satrix Solutions

FEBRUARY 12, 2020

If you’re not gathering robust and representative data across all key customer contact roles and segments to guide actions that will improve the customer experience, you’re at risk for losing market share to your competitors. The right people are empowered to get things done that will improve customer retention and advocacy.

B2B 78

B2B Feedback Consulting Consulting 78

Creative Virtual

JULY 22, 2020

The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information – these challenges and disruptions to business-as-usual have forced organisations to adapt quickly and re-evaluate the needs of their customers.

Virtual Agent 52

Virtual Agent Self service Surveys Customer centricity 52

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. We specifically like his wrap-up of customer service blog posts that he curates from a variety of resources and publishes weekly. Top Pick: 20 ways to create an amazing customer service experience in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ShepHyken

JANUARY 27, 2020

In keeping with that objective, let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends. My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world. Don’t just attract new customers. It doesn’t cost.

Customer Service 65

Customer Service Customer retention Airlines Employee engagement 65

Babelforce

OCTOBER 2, 2020

2020 is speeding by – and it hasn’t been easy for anyone. In this post: Acquisition and loyalty Debt Recovery The Cloud Automation API Integration / Development Customer Service / CX General Call Center Statistics. Companies that increased customer retention by 5% also increased their profits between 25%-95%. The upshot?

Contact Center 52

Contact Center APIs Call Center Wait times 52

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Nicereply

MAY 14, 2020

Customers and business buyers are now more deliberate about the impact and ethos of brands they support. This can have a real effect on revenue and customer retention rates. The post 4 Ways to Boost Customer-Facing Activities in 2020 appeared first on Customer Happiness Blog.

Transportation 92

Transportation Sales Feedback Marketing 92

ShepHyken

MARCH 3, 2019

How the Internet of Things is Changing Customer Service b y Alan Finlay. Relay) As we near the landmark year of 2020, the answers to once easy support questions are not as clear. My Comment: The Internet of Things (IoT) is positively impacting the customer experience. My Comment: Is email marketing dead?

Customer Service 235

Customer Service Customer retention Customer Experience Marketing 235

Select VoiceCom Blog

JANUARY 8, 2024

SVC partners with a New York media outlet SVC began an outsourcing partnership with a New York media outlet in 2020 to assist them in customer service and retention as well as tech support. 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

ChurnZero

JUNE 16, 2020

Matt Wallace (@wall_ace_m) June 10, 2020. . Customers Demand Value. Customers expect more and want to align value paid with value received,” says @gulatisa at @SaaStock Remote. Ordway (@ordwaylabs) June 10, 2020. ChurnZero (@churnzero) June 11, 2020. Karishma Rajaratnam (@KarishmaTweets) June 13, 2020.

SaaS 92

SaaS Customer retention Customer centricity B2B 92

SharpenCX

DECEMBER 4, 2019

Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. Your agents have such a massive impact on CX, they’re now given a name that reflects what they do… make (or break) customer happiness. And, Glassdoor is predicting 2020 will kick off a culture-first decade.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

JustCall

FEBRUARY 5, 2020

With 2020 opening up, the education industry is all set to witness more advancements. This will help you design potential strategies for customer generation as well as customer retention. Understand what efforts are required by the sales team to convert into a final customer. sales Pipeline – Lead management.

Education 84

Education CRM Sales Accountability 84

TeamSupport

MARCH 3, 2021

The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. The largest drivers were new customers, higher user adoption of product features, and more proactive outreach by Support. That’s what we explore in Part 2. Reduce Churn and Prove Value. Download the report.

B2B 98

B2B Upselling Customer retention Customer Support 98

ShepHyken

FEBRUARY 25, 2022

Customer service is essential to the loyalty of your clients. Loyalty leads to customer retention, and retention is vital for businesses because the cost of acquiring new customers is on average five times higher than retaining your existing clients. But that’s not the case.

outsourcing 156

outsourcing Customer retention Contact Center Customer Service 156

JustCall

FEBRUARY 25, 2020

The year 2020 calls for progressive financial services. With its efficient sales pipeline management and customer retention features, it fits the budget as well. Product management serves two major functions – achieving the set targets while catering to customer’s needs. Product Management.

Finance 59

Finance CRM Accountability Sales 59

delighted

JANUARY 7, 2020

This focus on customer experience is yielding some impressive returns: The XM Institute found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. That said, customers are becoming more sensitive to when brands fail to do this.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

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