ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Top Five Bonus.

Customer Service 246

Customer Service Customer retention Customer Experience Call Center 246

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Customer retention 83

Customer retention Best practices SaaS Enterprise 83

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit.

Customer Service 314

Customer Service Customer retention Customer Experience Personalization 314

Help Scout

MAY 12, 2021

That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. What is customer retention and how is it measured? Your sales team.

Customer retention 89

Customer retention Customer Service Customer effort Analytics 89

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Increase Employee Retention With These 4 Tips by David Finkel. Here are my top five picks from last week.

Customer Service 250

Customer Service Chatbots Customer Experience B2C 250

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. The result is your average CAC.

Customer retention 63

Customer retention Advertising Upselling Sales 63

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Poor Customer Fit. Prioritize Churn Prevention to Increase Retention and Revenue.

Customer retention 90

Customer retention Customer Experience Customer Support Customer Service 90

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. What is customer retention?

Customer retention 125

Customer retention Feedback Customer Service Metrics 125

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 Experience Customer Service Customer Support 62

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young.

Customer Service 240

Customer Service Customer retention Contact Center Customer Experience 240

CSM Magazine

SEPTEMBER 22, 2022

Your customer retention rate tells you how many of your customers are staying with you, rather than defecting to a competitor. Of course, every business wants to retain 100% of its customers (and increase the amount they spend!), To get started, take a look at these four ways to increase customer retention: 1.

Customer retention 52

Customer retention Marketing Sales Customer Service 52

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. This is a guest blog post by Anita Toth, Chief Churn Crusher. .

Customer retention 97

Customer retention Customer Support Customer Experience SaaS 97

Totango

MAY 1, 2020

Retaining existing customers is especially important during uncertain economic times, when fewer new customers may be signing on with your service. That’s why customer retention management software is a vital component of your retention strategy. What Are the Benefits of Customer Retention Management Software?

Customer retention 62

Customer retention Management Enterprise Customer Experience 62

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Experience 359

Customer Experience Customer Service Customer retention Personalization 359

CrazyCall

DECEMBER 19, 2019

When you boil down any business with great reviews, it’ll naturally reduce and separate into three simple categories: marketing, sales, and customer service. These three divisions are the cornerstone of any company with happy customers. In this article, we’ll fill you in on how it can take your performance to a whole new level.

Customer Service 66

Customer Service Customer retention Sales Marketing 66

JivoChat

JULY 20, 2021

People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when.

Customer retention 52

Customer retention Self service Gamification Metrics 52

CSM Magazine

MARCH 15, 2023

trillion , and it is estimated that online retail sales will soon reach $6.7 of those sales. However, businesses can still plan and position themselves for success by catering to customer needs and following key global e-commerce trends. In fact, the current global e-commerce market is valued at around $5.5

Customer retention 52

Customer retention Finance Marketing Sales 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 Customer Experience 52

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. This article brings that concept back.

Customer Service 178

Customer Service Customer Experience Surveys Consulting 178

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Feedback Customer Service 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Feedback Customer Service 52

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.

Journey mapping 209

Journey mapping Customer emotions Customer effort Customer retention 209

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Its popularity can be attributed to several reasons-it’s quick and easy to use, affordable, offers customization, ready designs, and is extremely customer-friendly.

Sales 108

Sales Customer retention Customer Support Customer Service 108

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. This article is inspired by our own frustrations with getting to know the CX space. Customer experience is how your customers perceive their interactions with your company.

Customer Experience 134

Customer Experience Metrics Customer centricity Feedback 134

Nextiva

JULY 8, 2019

To serve today’s customers, we must think beyond automated sales emails or chatbots. So, what’s changed in customer loyalty programs? How do you keep ramping up customer retention? What does amazing customer service mean […]. What does amazing customer service mean […].

Customer Service 67

Customer Service voip Customer retention Chatbots 67

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. So, there are numerous questions to answer in this case - what are sales key metrics?

Metrics 40

Metrics Sales Customer retention SaaS 40

ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. Customer retention. Conclusion.

Customer Service 299

Customer Service Customer retention Self service Sales 299

ShepHyken

JANUARY 28, 2022

This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business. Customers play a crucial role in establishing the position of a business in the market.

CRM 209

CRM Customer Support Feedback Customer retention 209

Lumoa

OCTOBER 20, 2022

And this requires looking at things from the customer’s perspective, understanding their needs and wants, and going above and beyond to meet them. This article will explore the key components of customer experience and how you can use them to scale your business. Happy Customers Means Higher Lifetime Value.

Customer Experience 122

Customer Experience Customer retention Customer advocacy Customer Service 122

PeopleMetrics

NOVEMBER 17, 2015

If your company hasn't thought about cyber theft, then perhaps the upcoming holiday sales season is the prompt you've been waiting for. As recent high-profile data breaches like those of super brands Target and Neiman Marcus have shown, data security has become an important variable in the formula for customer retention.

Customer retention 79

Customer retention Sales Marketing Accountability 79

Totango

MAY 27, 2022

It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. What Is Product-led Growth (PLG)?

SaaS 121

SaaS Customer retention Sales Marketing 121

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

ShepHyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Enough Already With Customer Feedback. However, there is a more important number, and that is the future sales of the customer.

Customer Service 39

Customer Service Customer Experience Customer retention Surveys 39

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

Customer retention 97

Customer retention Metrics Upselling SaaS 97

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Chatbots 306

Chatbots Customer Experience Contact Center Cloud contact 306

Education Services Group

AUGUST 22, 2022

While I’ll focus on the Sales to CS handoff here, I believe these principles can be applied across multiple touchpoints and phases of the customer journey. Jim Collins, a prominent management theorist, has a great article here touching on a similar quandary, but I digress. Sales and CSM, B. customer and CSM, and C.

Sales 52

Sales Customer retention Management Best practices 52

ShepHyken

AUGUST 14, 2020

This week we feature an article by Rakshit Hirapara , a content marketer at PeddleWeb. He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Post-sale monitoring.

Customer Experience 359

Customer Experience Entertainment Sales Customer retention 359