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 168

Customer Service Contact Center Customer centricity Banking 168

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

Global Response

MARCH 27, 2024

Case studies: success stories in call center optimization Implementing big data analytics in call centers is a transformative strategy. Here are three case studies of companies that successfully implemented call center analytics. Predictive analytics significantly improves customer retention by identifying at-risk customers early.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Education Services Group

JULY 27, 2021

But my favorite way to showcase your past successes and your current abilities to the world is by telling a customer’s success story with a case study. Case studies can be some of the most powerful content because they tap into one of the most powerful methods of communicating – storytelling. Our brains love stories.

Sales 52

Sales Marketing Accountability Best practices 52

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Numbers are the best. Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

Education Services Group

JANUARY 19, 2021

What we discovered has been compiled and analyzed by CS experts and distilled into concrete, actionable data about the state of Customer Success today. We are proud to present the Inaugural Customer Success Leadership Study ! A spotlight on Customer Success. Wherefore at thou, finance? Contact us today.

Finance 52

Finance SaaS Benchmark Surveys 52

Horizon CX

APRIL 1, 2024

The Business Case for Customer Experience Maturity The benefits of achieving higher levels of customer experience maturity are clear. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. However, despite these compelling statistics, the reality remains stark.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Totango

FEBRUARY 11, 2022

Why Take B2B Customer Experience Seriously? Customer experience has a significant impact on customer retention rates as has been shown by several studies conducted on B2C relationships. Make sure that your product includes the features your customers say they want most in their feedback.

B2B 107

B2B Customer Experience B2C SaaS 107

Satrix Solutions

JULY 28, 2021

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business.

Customer Experience 122

Customer Experience B2B Surveys Construction 122

Hodusoft

SEPTEMBER 14, 2023

Best Practices for Onboarding New Tenants to the ISP Network As an Internet Service Provider (ISP) you know it’s not easy to acquire tenants (clients or subscribers who rent or lease Internet services from you). As per a recent study, 86 percent of users feel bothered when they are told to fill up lengthy and complex sign-up forms.

Best practices 98

Best practices Feedback Education Self service 98

Lumoa

APRIL 4, 2023

Customer profiles contain details on the type of content your target audience tends to engage with and the platforms they prefer to see it on. Enhances customer retention strategies Customer retention is vital to businesses. Retaining customers is much easier when you understand their needs and preferences.

Customer retention 83

Customer retention Enterprise Marketing Surveys 83

Totango

JULY 22, 2022

You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion. Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. .

Metrics 100

Metrics Best practices Customer retention Enterprise 100

ChurnZero

SEPTEMBER 8, 2022

Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Supplying customers with the right content exactly when they are seeking it helps build the customer relationship. Increase customer retention, lower churn. Customer satisfaction.

Education 98

Education Benchmark Customer retention Metrics 98

Real Blue Sky

MARCH 6, 2023

We see leading brands focusing on customer care as a center of excellence (COE), driving positive customer experiences, growth in customer loyalty, and improved profitability. In fact, according to one Deloitte study, the number of service leaders whose top priority was cost reduction will shrink by one-third.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

SmartKarrot

MAY 20, 2021

Simply put, this has amplified the demand for an omnichannel customer experience, a key trick that you must deploy in your business too. This blog will sail through what is meant by omnichannel customer experience, its top benefits, and best practices too. What is Omnichannel Customer Experience?

Best practices 11

Best practices Customer Experience SaaS Accountability 11

ClientSuccess

DECEMBER 5, 2022

finding and managing a core customer base. With the right strategies, you’ll be able to create a profitable and successful customer journey that ensures customer retention and satisfaction. The CAB is an integral part of any successful SaaS business, so make sure to have a plan for. Think About Your CAB’s Charter.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

JustCall

MARCH 14, 2023

Why Improving Customer Experience is Essential for Business Success Studies show that companies that prioritize customer experience are likely to outperform their competitors by a significant margin. But what exactly is customer experience, and why is it so important?

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

LiveChat

APRIL 10, 2017

Put simply: once you build a solid customer base, it’s essential that you shift your focus toward retaining customers and ensuring they remain loyal. 4 Main Tenets of Customer Retention. Each of the strategies we’ll discuss throughout this article fall under one of four main principles: Knowing your customers.

Customer retention 28

Customer retention Personalization Sales CRM 28

JustCall

APRIL 3, 2023

Client success is not just about solving the customer’s problems but also providing proactive support to help them get the most value from your product/service. According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.” What is customer success? Here’s why: 1.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Global Response

DECEMBER 21, 2023

Not to mention that outsourcing teams, who focus on customer service and customer experience 100% of the time, tend to have stronger, more established systems and processes for providing the highest quality of customer service. This experience is intensely frustrating, and results in a loss of brand trust and customer retention.

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

ProProfs Blog

DECEMBER 22, 2019

To set your brand above and beyond, you need to develop smart customer services , which ultimately focus on providing not just active, but proactive customer service along with offering a high-quality product at affordable prices. . Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. Let’s dive into some best practices for interpreting and utilizing survey insights.

Surveys 83

Surveys Feedback Banking Best practices 83

Comm100

FEBRUARY 6, 2023

You have to predict the customer’s expectations, constantly measure your CX performance, and solicit feedback from them. 5 Customer Experience Trends of 2023 A strong customer experience is critical in helping financial institutions build lasting relationships with their customers, increase revenue, and stay ahead of the curve.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Real Blue Sky

MARCH 6, 2023

We see leading brands focusing on customer care as a center of excellence (COE), driving positive customer experiences, growth in customer loyalty, and improved profitability. In fact, according to one Deloitte study, the number of service leaders whose top priority was cost reduction will shrink by one-third.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

We see leading brands focusing on customer care as a center of excellence (COE), driving positive customer experiences, growth in customer loyalty, and improved profitability. In fact, according to one Deloitte study, the number of service leaders whose top priority was cost reduction will shrink by one-third.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Global Response

DECEMBER 21, 2023

Anytime you transfer or share sensitive customer data externally, you have the opportunity for a data leak, privacy risks or security problems. Measuring the Impact on Customer Satisfaction By now, you can see the massive benefits outsourcing your help desk has for your business and organization. Expertise and experience.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

Education Services Group

JUNE 12, 2023

Not everyone does it exactly like this, but we’ve seen many a customer journey map in all our years helping businesses build them. While there is no universally accepted, one-size-fits-all model for the journey, we’ve divided it into the five stages that broadly fit CS best practices the most.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52

TechSee

APRIL 16, 2019

Proactive assistance is the practice of identifying and resolving customer issues before they become problems. Taking the initiative in support processes could increase customer retention rates by 3-5% with consumers generally positive toward proactive service.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Eptica

JUNE 5, 2019

This makes knowledge and how you manage it a key factor in successful customer experience. In Eptica’s Digital Trust Study , well over half (58%) of brands gave completely inconsistent answers to routine questions across channels - in fact, no answers were the same on more than one channel. Share this page on: Tweet.

Best practices 66

Best practices Feedback Chatbots Self service 66

CustomerSuccessBox

FEBRUARY 20, 2022

Undoubtedly, the success of your customer translates into the success of your business. A customer who saw success using your product is not going to go away. Customer Retention exponentially increases your revenue, lest you forget. Loyal customers are the most valuable asset that a business can have.

Best practices 52

Best practices Journey mapping Customer retention Marketing 52

CSM Magazine

JUNE 22, 2023

Integrating high-quality data into their customer service strategies will help companies achieve their goals, including increased customer retention rates, improved brand reputation, and higher profitability. Evaluating Customer Satisfaction through Surveys Surveys are an effective way to gather data on customer satisfaction.

Customer Service 52

Customer Service CRM Accountability Customer retention 52

ViiBE Blog

APRIL 19, 2021

Case study: what is service recovery in healthcare? In “ Best Practices for Basic and Advanced Skills in Health Care Service Recovery: A Case study of a Re-Admitted Patient ,” a team of researchers investigates the case of a patient re-admitted to a hospital. Why is customer service recovery important?

Healthcare 52

Healthcare Feedback Surveys Best practices 52

CustomerSuccessBox

DECEMBER 31, 2021

Hence, many B2B SaaS firms offer Professional Services as they can certainly add value to both pre and post-sales customer experiences. Services like Onboarding & Implementation, Product customization, Change management , etc. The function continues as the customer’s business goals mature and grow with time.

B2B 52

B2B SaaS Consulting Consulting 52

SmartKarrot

MAY 28, 2020

In general, SaaS customer retention rates define the percentage of customers your company has retained for a given period. The rate of retention is the reverse or opposite side of the rate of churn, which designates the percentage of clients your company has lost for a specified time. .

Customer retention 10

Customer retention SaaS Upselling Analytics 10

Callminer

SEPTEMBER 14, 2020

“Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. Studies show that customers are happy to spend more when they receive excellent customer service. At times, automation can hinder conversion rates and an analyst can create hypothesis and study the results.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Kayako

JULY 31, 2019

It is critical for businesses to ensure live chat best practices are followed each time a user is engaged. It is these exchanges with prospects and customers that positively market your business and help define your brand. . Acquiring a new customer can cost 5x as much as retaining an existing one – Invesp.

Sales 64

Sales Marketing CRM Customer retention 64

ClearAction

DECEMBER 13, 2017

If we hope to develop these sentiments among customers, we must first demonstrate the same to them. Are we truly grateful for our customers? A new study by Consumer Reports lists the naughty or nice policies of 20 leading consumer companies. (By Customer retention begins with trust.

Customer centricity 54

Customer centricity Sales Entertainment Government 54