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

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. Surveys in the Time of Pandemic by Jim Tincher. My Comment: This article isn’t about personal listening techniques.

Customer Service 162

Customer Service Consulting Consulting B2C 162

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

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We have compiled the results of our 4-week survey. We generated an overall analysis of the pandemic effects on Customer Success from around the globe.

SaaS 83

SaaS Surveys Upselling Customer retention 83

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. Successful Customer Engagement. Benefits of Customer Engagement. Customer Engagement Challenges.

B2B 204

B2B Banking Personalization Employee engagement 204

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

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

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. 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!

SaaS 59

SaaS Metrics Best practices Customer retention 59

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

Nicereply

MAY 14, 2020

Align your values with your customers’. Suffice to say that not all customers are created equal. Are you selling your products and services to other businesses, or to consumers for their personal use? Customers and business buyers are now more deliberate about the impact and ethos of brands they support.

Transportation 92

Transportation Sales Feedback Marketing 92

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

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. So, where does personalization fit into this narrative?

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. So, where does personalization fit into this narrative?

Personalization 52

Personalization Customer Service B2B SaaS 52

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

Lumoa

AUGUST 23, 2021

Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Analytics Surveys Customer retention 94

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

ShepHyken

AUGUST 14, 2020

As per stats released in HubSpot’s 2020 State of Marketing report , videos were the most preferred form of content for brands in 2019. The same study highlighted that 73% of customers worldwide love to watch videos on social media that are entertaining. #3. Customers appreciate personalization.

Customer Experience 322

Customer Experience Entertainment Sales Healthcare 322

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. In the new norm of remote customer support , it’s more difficult to keep track of agents. Agents can monitor personal performance and improve support daily. Unified Platform.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

ProProfs Blog

JUNE 15, 2020

Use Online Surveys to Get Their Opinions. Sometimes, your customers’ activity on your social media pages won’t be enough for you to figure out their impressions or opinions to analyze them more profoundly. That’s why you should send customer satisfaction surveys after the support process comes to an end. .

Surveys 157

Surveys Marketing Customer retention Personalization 157

Wowdesk Blog

MARCH 6, 2020

In recent years, customer loyalty has shifted from brands, products, and prices to the service, experience, and satisfaction. According to Microsoft’s global customer service stat report, 54% of customers have higher customer service expectations in 2020 as compared to 2019. Online Customer Feedback Surveys.

Feedback 80

Feedback Surveys Customer retention Personalization 80

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. In the new norm of remote customer support , it’s more difficult to keep track of agents. Agents can monitor personal performance and improve support daily. Unified Platform.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Nicereply

FEBRUARY 1, 2023

According to many studies and surveys, customer experience is a key part of any company’s success. Your ability to create a powerful customer experience greatly impacts the number of customers that buy from you and keep buying from you. Deliver a personalized shopping experience at home with Phygital.

Customer Experience 59

Customer Experience Advertising Chatbots B2B 59

Totango

MARCH 9, 2021

Between January and February 2020, international intent-based marketing firm Aberdeen surveyed 405 businesses from around the world and across companies of all sizes and industries regarding the key trends and objectives driving their customer success programs.

Surveys 65

Surveys Customer retention Enterprise Technology 65

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

JUNE 30, 2020

In fact, a recent Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Your customers care more about the support and experience you provide than anything else. The post The Power of Remarkable Support appeared first on Customer Happiness Blog.

Construction 98

Construction Customer retention Metrics Surveys 98

Playvox

NOVEMBER 2, 2021

Brands are also recreating the experience of in-person shopping with features like live chats with sales associates, product demos, and how-to videos. grew more than three times as quickly from 2019 to 2020 as it did during the previous five years. Related: 7 Customer Service Channels We’ll Use in the Future.

Contact Center 73

Contact Center Sales Customer retention Customer Service 73

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Flexibility at work means employees feel empowered to take care of personal responsibilities while contributing to greater company goals.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

CSM Practice

DECEMBER 29, 2020

06:24 – Irit explains her expectations during 2019 and Q1 2020. 08:54 – Irit shares thoughts on customer interactions and proactiveness in business. 17:20- Diane highlights customer and relationship-centeredness. Today we are talking about your business and how to achieve success with your existing customers.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Satrix Solutions

JULY 21, 2021

Its software solutions allow businesses to understand how their customers use their product, assess their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. SaaS onboarding makes or breaks your customer retention.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

Quadient

OCTOBER 1, 2021

Empathy has long been a cornerstone of customer experience, and its significance saw prolific amplification in 2020. Customers in 2021 and beyond expect brands to be human, to create lasting emotional connections by demonstrating a deep understanding of their needs. . Forrester, Press Release, October 15, 2020. .

Customer Experience 52

Customer Experience Journey mapping Enterprise Customer centricity 52

JivoChat

APRIL 8, 2021

In doing so, companies take a customer-centric approach that leads to a more personalized buyer journey. Ultimately, customer engagement tools help foster a stronger bond between companies and customers, enhancing the buyer experience and the company’s performance and service levels. Increase Customer Retention.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Select VoiceCom Blog

MARCH 21, 2023

Its global outbreak in 2020 showed business leaders the importance of being prepared for any scenario. The World Bank reported that companies’ sales plummeted 45% from April to September 2020. In a McKinsey survey , three in four respondents mentioned that business-model innovation gave them the most leverage.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Government Surveys 52

aircall

JUNE 16, 2021

In our 2021 ECommerce Report , we surveyed nearly 6,000 eCommerce shoppers across seven countries. From there, we determined that 55% of customers will continue purchasing from a brand after a positive customer service experience. Why Is It Important to Optimize the Customer Service Experience? Expert knowledge.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

Netomi

MARCH 27, 2022

Like many things, expectations are fluid and change based on situational context and stage of the customer journey. For example, if you spring for a first-class ticket on a flight, you are going to expect more personal and proactive service from flight attendants. Customer retention is fundamental to a thriving business.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Fonolo

JANUARY 4, 2022

Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. As little as a 5% lift in customer retention can produce 25% more profits. 64% of people find customer experience more important than price when making a purchase. Source: Deloitte: Contact Center Survey.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

delighted

FEBRUARY 16, 2023

Investing in a customer success manager can increase customer satisfaction, support long-term business growth, and free up the bandwidth of other team members tasked with customer support. Forbes recommends having one customer success manager for every 50 customers. Wondering how many CSMs to hire?

Customer retention 52

Customer retention Metrics Feedback Accountability 52