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

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. Forrester’s recommendation: Extend and elevate your existing retention efforts. B2B Loyalty, The B2C Way.

B2C 66

B2C B2B Customer retention Marketing 66

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. So how can you become dedicated to customer happiness and watch your sales take off? These are what McKinsey refers to as the “Zero Consumer.” Here’s how. must practice.

Customer Service 196

Customer Service B2C Customer retention B2B 196

Totango

FEBRUARY 11, 2022

This encompasses interactions with your brand during all stages of their customer journey , including before purchase, during the buying process, and after making a purchase. B2B customer experience differs from B2C customer experience in several important ways. Why Take B2B Customer Experience Seriously?

B2B 107

B2B Customer Experience B2C SaaS 107

ShepHyken

AUGUST 6, 2023

Since the beginning of my career, I’ve preached about that many customer service skills and CX strategies apply to every type of company in any industry. That includes B2C, B2B, and G2C (Government to Citizen). Here’s a list of eleven, and while many of them may seem like common sense, that doesn’t mean they are commonly practiced.

Customer Service 156

Customer Service B2C Customer retention Government 156

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Shocker, right? Closing Thoughts.

Customer retention 73

Customer retention B2C Entertainment Consulting 73

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone.

B2C 38

B2C Customer Experience B2B Journey mapping 38

bold360 Blog

NOVEMBER 6, 2018

What they don’t know is that only a small portion of your budget is dedicated to keeping them as a customer, so disappointment is likely coming. 1 How are you going to meet the high expectations you’ve set in the acquisition phase if your company isn’t as invested in the customer acquisition phase? But there is good news.

Upselling 209

Upselling B2C Customer retention Marketing 209

ShepHyken

OCTOBER 6, 2022

Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping. And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience.

Journey mapping 173

Journey mapping Customer emotions Customer effort B2C 173

ShepHyken

JANUARY 16, 2017

This article presents the case that customers go through five specific stages that lead them to loyalty. And, while the article focuses on B2C, the stages can be found in any business relationship. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young.

Customer Service 218

Customer Service Customer retention B2C Contact Center 218

The Northridge Group

JUNE 2, 2023

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. The stakes are usually higher with B2B customers. Dealing with providers is essentially a B2B function while dealing with members is B2C.

B2B 67

B2B B2C Contact Center contact center associations 67

ShepHyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared.

Customer Service 128

Customer Service B2C B2B SaaS 128

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

B2C 150

B2C B2B Customer advocacy Consulting 150

ChurnZero

JANUARY 5, 2022

So, are Customer Experience and Customer Success really the same? Perhaps, more importantly, how can businesses leverage both of these practices to improve customer retention and reduce churn? Let’s first understand the differences between Customer Experience and Customer Success. .

Customer Experience 98

Customer Experience B2B B2C Customer retention 98

ShepHyken

AUGUST 13, 2018

If you’re relying on this explicit definition to drive retention and expansion then you’re missing a better opportunity. My Comment: This excellent article on customer loyalty departs from the typical article focused on B2C businesses and has a big emphasis on the B2B customer.

Customer Service 180

Customer Service B2C B2B Customer retention 180

aircall

SEPTEMBER 11, 2017

These customer support statistics tell that revenue-related story. Poor Customer Support Stalls Growth. Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction.

Customer Support 115

Customer Support B2C Upselling B2B 115

CSM Magazine

JUNE 16, 2023

Naturally, this works both ways, and being polite to any customer service representative is equally important, but the nature of the service is absolutely paramount. In turn, this can mean a loyal customer is kept, even when they phoned with the intention of complaining and perhaps terminating a contract or demanding a refund for a product.

Customer Service 52

Customer Service B2C Customer retention Healthcare 52

Skybridge

MARCH 4, 2021

The first thing to keep in mind, and the stats below will support this statement, is that customer service should not be seen as a cost, but as an investment that will lead to higher profits. So, why invest in customer service and CX? Even the pandemic didn’t alter the outcome of these studies.

Customer Care 52

Customer Care B2C B2B Customer retention 52

ShepHyken

NOVEMBER 29, 2021

Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. If you are in a business that ships merchandise, then you must read this article.

Customer Service 207

Customer Service Chatbots B2C B2B 207

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. However, they’re catching up quickly in response to customer demand—and it’s paying off. B2B tends to expect responses within 1-24 hours.

B2C 83

B2C B2B Benchmark Best practices 83

delighted

MARCH 24, 2020

However, there is one area that absolutely should not be compromised: the customer experience. Because tough times for your company indicate tough times for your customers as well, it’s more important than ever for you to focus on customer retention and loyalty.

Customer retention 42

Customer retention Customer Experience Real estate Feedback 42

CustomerSuccessBox

JUNE 28, 2021

Acquisition-driven growth is dead, retention-driven growth is the future. The Acquisition driven SaaS growth is dead and this era is all about retention-led growth. Whether you are a B2B SaaS or a B2C SaaS, the business’s growth and survival will be dependent on customer retention. Customer Retention.

SaaS 52

SaaS B2C Customer retention Upselling 52

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. Even though it appears consumer-based (B2C), there is good info for any type of business. Washington University in St.

Customer Service 161

Customer Service Consulting Consulting B2C 161

TeamSupport

OCTOBER 8, 2020

TeamSupport maintains our diligence when it comes to taking a holistic view of the customer, with every one of our product, support, and success team members understanding the product and having the same dedication to serving our customers.

B2C 59

B2C B2B Enterprise CRM 59

ChurnZero

JANUARY 28, 2020

Get your ‘yes’ to Customer Success! Wednesday, January 29, 2020, 2:00 – 3:00 PM EST. Customer retention and churn prevention starts at the beginning of a customer’s journey with your company – in onboarding. In this webinar, we will: Discuss how a successful onboarding impacts customer retention.

B2C 64

B2C B2B Customer retention SaaS 64

Nicereply

FEBRUARY 2, 2024

This will, in turn, will help you: Build stronger customer relationships Earn customer trust Improve customer satisfaction Happy and satisfied customers often become advocates who rave about your brand on social media and review sites.

Education 59

Education Accountability Customer retention Journey mapping 59

Anexa BPO

MARCH 18, 2022

For example, although the wholesale industry – which was negatively impacted by the rise of B2C e-commerce – had big job losses, other industries did undergo impressive growth and actually expanded their workforce. In addition, services industries are increasing their market share, and are looking to add jobs.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing B2C Customer retention 52

Totango

JUNE 4, 2021

This encourages greater loyalty, higher customer retention and more enthusiastic brand ambassadorship. Rewards will differ from B2B to B2C customers. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal.

B2C 62

B2C Upselling Journey mapping B2B 62

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer retention 156

Customer retention B2B Surveys B2C 156

Totango

JULY 13, 2021

Elements that Drive Customer Success Growth. The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. So, what are the most important elements that underpin your strategy for customer success growth in this new economy?

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

SmartKarrot

MAY 7, 2020

Ever since the boom of the SaaS industry, customer retention has become the top-most priority for business owners as they realized the immense benefits of it. Customer retention specialist is the new breed of professionals who are being specifically brought on board to tap on the opportunities that lie behind customer retention.

Customer retention 10

Customer retention SaaS B2C B2B 10

Nicereply

MAY 14, 2019

Strong communities form an important part of customer retention strategy, because they keep customers coming back for more. Customers feel like the relationship is a give and take situation – and this relationship continues even beyond the initial sale. Communities are powerful.

Sales 76

Sales B2C B2B Customer retention 76

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Gone are the days of static one-sided advertising that speaks at the customer. Growing Customer Retention.

Advertising 98

Advertising SaaS B2C Engineering 98

IdeasUnlimited

NOVEMBER 15, 2021

No matter how good your products or services are, sooner or later, all B2C companies have to face unsatisfied customers. Angry customers aren’t necessarily a sign of poor product quality, they just happen to be an inevitability in the world of consumer business.

Customer Service 75

Customer Service B2C Call Center Scripts 75

IdeasUnlimited

NOVEMBER 15, 2021

No matter how good your products or services are, sooner or later, all B2C companies have to face unsatisfied customers. Angry customers aren’t necessarily a sign of poor product quality, they just happen to be an inevitability in the world of consumer business.

Customer Service 75

Customer Service B2C Call Center Scripts 75

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. However, they’re catching up quickly in response to customer demand—and it’s paying off. B2B tends to expect responses within 1-24 hours.

B2C 40

B2C B2B Benchmark Best practices 40

CSM Magazine

NOVEMBER 11, 2020

The report identifies five transformative trends that will become mainstay in 2021, as more companies turn to conversational support to efficiently manage high conversation volume and exceed customer expectations. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations. Methodology.

Customer Support 52

Customer Support B2C Chatbots B2B 52