Win the Customer

MARCH 7, 2023

One of the most powerful tools experience professionals have at their disposal is data analytics and machine learning. These technologies play a pivotal role in tailoring customer experiences to individual preferences and needs. This knowledge can inform the design of more seamless and personalized customer experiences.

Analytics 52

Analytics Personalization Customer Experience Chatbots 52

Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. That’s why customer retention is so vital for businesses of every stripe.

Customer retention 49

Customer retention Banking Feedback Customer Support 49

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. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme. Here are my top five picks from last week.

Customer Service 170

Customer Service Customer retention Engineering Self service 170

Verint

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday.

Customer retention 36

Customer retention Engineering Coaching Sales 36

Nicereply

OCTOBER 24, 2023

What’s customer experience (CX)? It’s not just their products or services; it’s the memorable experiences they create. Such experiences can truly touch the hearts of our customers and stay with them long after. Such experiences can truly touch the hearts of our customers and stay with them long after.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Second, inform customers of what you’ll never ask of them.

Call Center 345

Call Center Contact Center Finance Consulting 345

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Marketers Think of Customer Experience. How Customers Think of Customer Experience.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Are they on the same page with you?

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Totango

MAY 17, 2024

Leading companies and CS teams are paving the way by providing innovative solutions that leverage AI technologies to accelerate impact and drive customer retention and growth. Up-level strategic planning and actions Imagine having a customer at the top end of your digital segment with reasonable revenue but no named CSM.

Accountability 96

Accountability Government Chatbots Engineering 96

ijgolding

NOVEMBER 9, 2014

If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be allowed to share some of these stories with a wide audience.

Customer Experience 126

Customer Experience Customer centricity Engineering Customer retention 126

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ShepHyken

AUGUST 14, 2023

Each week, I read many customer service and customer experience articles from various resources. SEO brings customers to your digital doorstep, and CX makes them stay, engage, and return. The following tactics improve your search engine rankings and enhance the customer experience.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries.

Education 59

Education Accountability Customer retention Journey mapping 59

PeopleMetrics

DECEMBER 2, 2016

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. 1: You only get one chance to make a great (in-person) first impression; nail it!

Customer Experience 76

Customer Experience Engineering Feedback Surveys 76

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? 4 Steps to Customer Experience ROI. Capture customers’ informal post-purchase comments. Why wait to conduct a survey?

B2B 59

B2B Customer Experience Journey mapping Engineering 59

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

PeopleMetrics

DECEMBER 2, 2016

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. 1: You only get one chance to make a great (in-person) first impression; nail it!

Customer Experience 54

Customer Experience Engineering Feedback Surveys 54

CSM Magazine

MARCH 6, 2023

These factors can impact the customer retention rate on your platform. Experience that people get matters. Content and price play a vital role for customers when they choose what service to use. But easy navigation, ease of buying or canceling, and good customer service are significant as well.

Engineering 52

Engineering Customer retention Personalization Customer Support 52

Talkdesk

APRIL 26, 2016

Each week, we will be collecting tips, tricks and insights on the customer experience with the hope that some of what we find helps our readers to further their CX goals. Customer experience is the foundation upon which customer loyalty is built! (I This week’s topic is customer experience on the global level.

Customer Experience 40

Customer Experience Multichannel Engineering Customer retention 40

NobelBiz

MAY 7, 2024

NobelBiz Dragon Call Initiator (DCI) is a cutting-edge outbound dialing system specifically engineered to enhance call center productivity. By leveraging 0MNI+, the hybrid dialer seamlessly unifies data across multiple channels, enabling call centers to streamline operations and deliver a cohesive customer experience.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). 60% say customer service improves customer retention .

Contact Center 195

Contact Center Upselling Education Engineering 195

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

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

CSM Magazine

MARCH 17, 2023

Many things contribute to a poor customer experience. But the performance of an ecommerce app or website, in the digital domain and how that ecommerce experience translates into the physical domain across all channels, are within the realms of a brand’s responsibility. Connectivity issues are beyond a brand’s control.

Entertainment 52

Entertainment Customer retention Banking Engineering 52

Real Blue Sky

NOVEMBER 21, 2023

As we delve into five dynamic strategies for brand growth, we’ll explore how prioritizing customer retention can significantly boost profits. We’ll discuss the art of enhancing customer experiences to keep your customers not just satisfied but delighted and loyal.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoint Mediums. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. The awareness stage corresponds to the early stages of the marketing process, where the customer becomes aware of your brand. Social media posts and ads. Blog content.

B2B 116

B2B Journey mapping SaaS Engineering 116

CustomerSuccessBox

SEPTEMBER 7, 2021

With Customer Success teams who work on onboarding automation and efficiency to set their customers up for a strong initial footing, this will result in long-term success. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Data plays a vital role in customer retention and growth and hence in customer success.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Beyond Philosophy

OCTOBER 6, 2015

Even worse, according to the BBC, a German newspaper reported that they were told by one of their engineers at a part supplier in 2011 that this emissions test was a problem. Target and Snapchat: The Power of Customer Loyalty. 4 Ways to Gain Customers’ Trust in Data Security.

Banking 406

Banking Consulting Consulting Government 406

ProProfs Blog

JUNE 5, 2020

More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn. The more customers leave, the less your business grows. With customer retention being the primary driver of companies’ revenue, churn lowers your profits by far.

Customer Service 136

Customer Service Chatbots Customer retention Feedback 136

Cincom

JULY 18, 2023

If your business is centered on selling complex products and solutions, finding the right quote software can be a game-changing factor that not only enhances your customer experience, but also streamlines your entire quoting process. This also helps build trust and credibility with your customers.

CRM 52

CRM Engineering Analytics Sales 52

Cincom

JULY 18, 2023

Discover the Best Quote Software For Your Business Needs If your business is centered on selling complex products and solutions, then finding the right quote software can be a game-changing factor that not only enhances your customer experience, but also streamlines your entire quoting process.

CRM 52

CRM Sales Engineering Analytics 52

Education Services Group

FEBRUARY 2, 2022

After all, Customer Success is the delicious chocolate coating tying all that gooey customer experience goodness together. We already know that customer retention has a positive financial impact on the business. Quality of customer experience links directly to revenue growth.

Finance 52

Finance Metrics Customer retention Engineering 52

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. Netflix.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

CSM Magazine

JULY 22, 2021

While good for business, this exponential growth makes it difficult for companies to collect feedback and insights from individual users and fully hone in on their customer experience. Online communities serve as content engines that follow a one-to-many principle. Growing Customer Retention.

Advertising 98

Advertising SaaS B2C Engineering 98

Global Response

MARCH 25, 2024

It covers all channels (email, chat, online, in-person) and includes both positive and negative customer experiences. This leads to enhanced customer satisfaction, increased loyalty, higher retention rates, and, ultimately, a better bottom line. This creates a more personalized and efficient customer experience.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

CSM Magazine

MARCH 13, 2020

Deploying a range of chatbots, each suited to a specific task, can greatly enhance the customer experience and deliver substantial benefits to the business. Here are 5 ways specialist service bots can play a winning role in your organization’s customer retention strategy: 1. About the Author.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64