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. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Totango

SEPTEMBER 13, 2022

Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify how customer success differs from customer service. We’ll walk you through a five-step strategy to promote customer success using playbooks.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Playvox

APRIL 27, 2023

Synchronous customer communication channels involve real-time communication between a customer and a service agent. When communicating over these channels, the customer expectation is for an immediate or nearly immediate response from the customer service team. Step 2: Add only one new channel at a time.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Tenfold - Contact Center Blog

JANUARY 17, 2018

In short, companies should pursue the goal of incredible CX primarily for customer retention and customer satisfaction. Though Marketing is all about surprising and delighting prospects and customers alike, there are many other stakeholders in the customer journey throughout any company.

Customer advocacy 62

Customer advocacy Construction Upselling Marketing 62

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Totango

NOVEMBER 3, 2021

Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. Passives and Detractors also offer opportunities for follow-up.

Best practices 97

Best practices Surveys Upselling Journey mapping 97