Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. There are two main lenses through which these factors must be filtered: customer experience (CX) and agent experience (AX).

Contact Center 78

Contact Center Upselling Customer retention Technology 78

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Customer Experience in E-commerce Trend Predictions for 2023.

Customer Experience 83

Customer Experience Chatbots Feedback Customer Support 83

The Petrova Experience

DECEMBER 20, 2022

As we close out 2022, we look at three strategic approaches to customer experience from top brands that took CX to the next level. These brands who fearlessly pursue customer experience inspire us to think differently about how to transform customer experience in 2023. That’s a lesson we should all take into 2023.

Customer Experience 98

Customer Experience Banking Customer centricity Wireless 98

Kapta Customer Success

AUGUST 14, 2023

Greg Daines of ChurnRX gave a fascinating presentation at KAMCon 2023 titled, " Building Account Strategy On The 3 Laws of Retention." He shared some of his churn research results and revealed how we can overcome the obstacles to customer retention so we can minimize customer churn.

Accountability 52

Accountability Customer retention Management 52

Global Response

AUGUST 7, 2023

There’s no business out there who doesn’t want to improve their customer retention and CLV. The secret weapon to improving customer retention and CLV? First, customer retention rates are always measured based on a specific timeframe, typically monthly, quarterly or annually. Your call center.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

Comm100

FEBRUARY 6, 2023

This is why it’s so important for financial institutions to know the trends and expectations their existing and potential customers have regarding the customer experience. In this article, we’ll share five customer experience trends that financial institutions should keep up with in 2023.

Customer Experience 77

Customer Experience Brand ambassadors Self service Chatbots 77

ChurnZero

JUNE 14, 2023

How should I wrangle a constricted company budget to outlast 2023? For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.”

Finance 52

Finance Surveys Sales Customer centricity 52

Education Services Group

DECEMBER 13, 2022

On the bright side, Customer Success Operations is expanding, with 59.5% With all this in mind, I thought about what 2023 will bring, and I asked my colleagues for their thoughts as well. Our top 5 predictions for Customer Success in 2023. 2023 is when we will see that movement become more apparent.

Self service 52

Self service Technology Customer Experience Best practices 52

CSM Magazine

DECEMBER 15, 2022

If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention. Now is a good time to pause and reflect on support center activity and trends by refining what we have learned and building on experiences to make agents, processes, and operations the best they can be in 2023.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. While it’s hard to predict what will happen in 2023, we all still try to plan ahead as much as possible. We put together five top-notch New Year’s resolutions for Customer Success in 2023.

Finance 52

Finance Metrics Government Customer centricity 52

CSM Magazine

MARCH 15, 2023

Whilst global trends continue to point to the user growth of Facebook, TikTok and Instagram, the trends underneath the headlines highlight significant opportunities to drive new customer acquisition, which in turn demands a targeted customer retention strategy from companies.

Customer retention 52

Customer retention Finance Marketing Sales 52

JustCall

MARCH 28, 2023

By embracing the latest customer service trends, businesses can effectively adapt their processes and leverage cutting-edge tools and technologies to streamline their customer service operations. Excellent customer service can boost sales by promoting customer retention.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

ShepHyken

FEBRUARY 26, 2023

Customer Retention Strategies for Driving Loyalty in Uncertain Times by Rich Hein (CMSWire) One thing all businesses can bank on in the future is that things will be more uncertain and unpredictable than ever before. Here you will be reminded of eight common-sense ideas to help you and your team deliver a better service experience.

Customer Service 156

Customer Service Call Center Customer retention Banking 156

Nicereply

MAY 1, 2023

In this blog, we will discuss nine ways for building customer loyalty, retain customers and create brand champions in the year 2023. These steps will help businesses create customer-centric cultures , strengthen relationships with customers, and retain more clients.

Customer retention 59

Customer retention Feedback Customer centricity Chatbots 59

ShepHyken

MAY 1, 2023

Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. As the economy struggled to stabilize due to lingering supply chain shortages caused by the pandemic, coupled with the highest inflation in 40 years, retailers turned to loyalty to attract and retain customers.

Customer Service 33

Customer Service Customer retention Education Surveys 33

Nicereply

JUNE 19, 2023

They concentrate on their frequent customers since they know that people who watch at least 15 hours of video per week are 75% less likely to cancel their subscriptions than others. By doing this, Netflix provides each user a unique customer experience that can enhance customer retention and loyalty.

Customer Experience 59

Customer Experience Chatbots Entertainment Customer retention 59

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

ShepHyken

FEBRUARY 25, 2024

How Customer Experience Drives Business Growth by Impact Networking (Impact Networking) By prioritizing the customer experience, businesses can increase customer retention and loyalty, generate organic brand advocacy, expand their market share, and ultimately drive the bottom line.

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

Customer Service 33

Customer Service Customer retention Best practices Customer Experience 33

ShepHyken

JANUARY 28, 2024

These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” Consider these results from companies in the top quartile of the CX index. CX doesn’t cost.

Customer Service 163

Customer Service Consulting Consulting Customer Experience 163

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

Dialer 360

MARCH 22, 2023

In 2023, call centers are continuing to play a crucial role in customer service and support for all sizes of businesses. With the increasing importance of providing excellent customer experiences, call centers have become an essential component of many companies’ customer service strategies.

Call Center 26

Call Center Sales Healthcare Government 26

Help Scout

AUGUST 22, 2023

Many aspects of business success depend on customer experience — customer retention, loyalty, and overall growth. In this post, we’ll look at 10 of the best customer experience tools on the market today. Read the full article

Marketing 40

Marketing Customer Experience Customer retention 40

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Service 55

Customer Service B2B Customer retention CRM 55

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

Fonolo

JUNE 7, 2022

But contact center performance is directly linked to customer satisfaction — and you can’t sustain that without customer service goals. Customer Loyalty and Retention. Customer service goals include expanding your reach. However, they should also focus on customer retention.

Customer Service 81

Customer Service Abandon rate Call Center Interactive Voice Response 81

Fonolo

JUNE 7, 2022

But contact center performance is directly linked to customer satisfaction — and you can’t sustain that without customer service goals. Customer Loyalty and Retention. Customer service goals include expanding your reach. However, they should also focus on customer retention.

Customer Service 67

Customer Service Abandon rate Call Center Interactive Voice Response 67

The Northridge Group

JULY 10, 2023

You must track KPIs like first-call resolution rates and customer satisfaction instead of average call handling times to deliver on this promise. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! This inevitably leads to better customer retention and improved loyalty.

Call Center 104

Call Center First call resolution Advertising Scripts 104

Totango

SEPTEMBER 22, 2023

Retention increases when customers get results, leading to increased purchasing and ultimately boosting enterprise revenue growth. CS, more than any other function, is positioned to be the driver of customer results and customer retention to fuel growth.

Enterprise 113

Enterprise Education Best practices Customer retention 113

Interactions

MARCH 2, 2023

He predicts that in 2023, consumers will push enterprises to offer a credible voice-based service option. Sometimes a customer just needs to speak to someone,” he says. Improving customer loyalty is also one reason a Dutch supermarket chain created a “ chat checkout lane ” for lonely senior adults who want to chat.)

Airlines 62

Airlines Self service Customer retention Consulting 62

ShepHyken

DECEMBER 26, 2022

Over 65% of customers say that their experience on a website or app is a major factor in their willingness to recommend a brand. Several poor choices are detrimental to the CX (customer experience), so here’s what companies need to stop doing on digital platforms in 2023.

Customer Service 161

Customer Service Self service Customer Experience Personalization 161

Totango

APRIL 6, 2023

It’s no secret that businesses have been hit hard in 2023. To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts.

Enterprise 85

Enterprise CRM Sales Customer retention 85

ClearAction

APRIL 13, 2023

The gap between what’s promised and what’s received, as seen by customers, is your brand integrity gap. CMOs set expectations for customer acquisition and CCOs assure expectations are delivered for customer retention. Championing brand integrity is the ideal purpose of Chief Customer Officers.

Chief Customer Officer 62

Chief Customer Officer Revenue potential Customer retention Engineering 62

ShepHyken

JULY 24, 2023

They have elevated customer service expectations and demand nothing short of perfection. While it may require considerable effort, it is all important to focus on branding for customer retention. Two on the list that stand out are numbers 5 and 6; Be proactive with Customer Complaints and Embrace Negative Customer Reviews.

Customer Service 31

Customer Service B2B B2C Sales 31

Netomi

SEPTEMBER 1, 2022

For instance, a decade after shuttering many of its retail locations, Canadian discount retail chain Zellers is planning to make a comeback in 2023, debuting a new eCommerce website and expanding its brick-and-mortar footprint. AI is in the CX trends forecast.

Virtual Agent 105

Virtual Agent CRM Accountability Customer retention 105

SmartKarrot

SEPTEMBER 12, 2022

Since we know an account manager is a vital role, how relevant and important is the role in 2023? An account manager is the first point of contact for customers when they have any concerns, questions, or doubts about the product. Account Manager Responsibilities in 2023. Why is Account Management more important in 2023?

Accountability 10

Accountability Management SaaS Upselling 10

Fonolo

APRIL 4, 2023

Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Here’s a comprehensive list of the most important customer service statistics you need to know in 2023. will result in a $276,000 reduction in annual operational costs.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81