Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

Call Center Weekly

APRIL 12, 2018

By Sean Hawkins By definition, customer retention is the activity an organization undertakes in order to reduce customer from leaving the business relationship. Most often though, it is the contact center that interacts with those customers who wish to leave.

Customer retention 136

Customer retention Contact Center Brand ambassadors Government 136

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. The key is to hang onto the right customers. by Steve Williamson.

Construction 229

Construction Customer Service Feedback Customer retention 229

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company.

Customer Service 156

Customer Service Call Center Customer retention Banking 156

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

ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention. Source: Intuit.

Customer retention 95

Customer retention Sales Marketing Scripts 95

Voiptime

DECEMBER 5, 2022

Customer service plays the first role in establishing customer loyalty and retention, creating opportunities for up-sales and cross-sales, building customer-brand relationships, and empowering brand advocacy. Thus, the main thing to understand is what the customer service trends in 2022 look like.

Customer Service 75

Customer Service Customer retention Sales Marketing 75

ShepHyken

FEBRUARY 13, 2023

When your prospect becomes a customer, you move them into the “marriage” stage, which is non-tactical and requires a different set of skills to maintain. Customer service must be built into every aspect of the journey. The customer relationship is not a “one-and-done” thing. It is tactical and fun.

Customer retention 156

Customer retention Sales Customer Service Marketing 156

Toister Performance Solutions

JUNE 16, 2022

The vice president was talking about his company's customer service team. His primary concern was customer retention. He worried that employees were too transactional and didn't work hard enough to retain customers. Customer service reps didn't always see the big picture. How do you manage your team?

Customer Service 92

Customer Service Customer retention Metrics Wait times 92

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 Education Feedback 52

ShepHyken

JANUARY 31, 2020

Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. According to research conducted by New Voice Media, US-based businesses lose up to $62 billion yearly from having bad customer service.

Customer Service 277

Customer Service Entertainment Marketing Customer Support 277

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Want better customer service? My Comment: Want to get better at customer service?

Customer Service 180

Customer Service B2C B2B Customer retention 180

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 Education Feedback 52

ShepHyken

JANUARY 31, 2020

Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. According to research conducted by New Voice Media, US-based businesses lose up to $62 billion yearly from having bad customer service.

Customer Service 268

Customer Service Entertainment Marketing Customer Support 268

Fonolo

MAY 16, 2019

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

JustCall

NOVEMBER 23, 2022

Based on the type of report, you can analyze factors like agent performance, call metrics, and other critical functions that affect the performance of customer service. It also helps managers to create successful strategies for customer engagement. A high NPS score leads to better customer retention and profitability.

Call Center 52

Call Center Abandon rate Interactive Voice Response Wait times 52

Babelforce

AUGUST 6, 2020

Post summary: A 2% increase in retention has the same impact as a 10% cut in costs A surprising proportion of churning customers can be retained with a single positive message Simple automation is fertile ground for competing for fickle customers! There are plenty of ways to drive customer loyalty. First some definitions.

Customer retention 52

Customer retention APIs Contact Center Feedback 52

ChurnZero

MAY 3, 2019

If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. Invest in Customer Service.

Customer retention 75

Customer retention CRM Upselling Sales 75

JustCall

OCTOBER 6, 2022

Keep your eye on the customer experience (CX). Re-train your customer service reps for different types of calls. Who is Your Target Customer? The first step in increasing call center revenue is identifying your target customer. You’ve heard it before: customer service is the new marketing.

Call Center 52

Call Center Chatbots Metrics Customer Support 52

CSM Magazine

DECEMBER 21, 2021

While AI is typically a tool for improved customer service, considering ways that it may help employee communication and problem solving is a good idea. The acceleration of offsite, remote work is gaining speed and momentum, and the disruption across all spheres of business and customer services will continue in the near future.

Finance 52

Finance Customer retention Personalization Customer Service 52

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. My Comment: I love the idea of WOWING the customer. My definition of WOW is different than most.

Customer Service 59

Customer Service Customer retention Customer Experience Marketing 59

Babelforce

APRIL 7, 2020

Today we’re looking at why refocusing contact center services on prevention is great for customer retention. In this post: What is pre-emptive service? What are the benefits of pre-emptive contact center services? 3 examples of pre-emptive contact center services. Maybe you should call customer services?

Customer retention 52

Customer retention Contact Center Telecommunications Call Center 52

Babelforce

APRIL 7, 2020

Today we’re looking at why refocusing contact center services on prevention is great for customer retention. In this post: What is pre-emptive service? What are the benefits of pre-emptive contact center services? 3 examples of pre-emptive contact center services. Maybe you should call customer services?

Customer retention 52

Customer retention Contact Center Telecommunications Call Center 52

JustCall

MARCH 13, 2020

If you want your brand, product or service to outshine your competitors in the market, make sure you track the right set of customer service metrics. A customer service that produces maximum customer satisfaction is a service that walks and talks. Tracking performance With Customer Service Metrics.

Metrics 96

Metrics Customer Service Interactive Voice Response Customer retention 96

ShepHyken

AUGUST 14, 2023

Each week, I read many customer service and customer experience articles from various resources. When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers. Plus, happy customers refer friends and family.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

Global Response

JANUARY 23, 2023

In this article, we’ll cover both the what and the how—what customer service goals you should be focusing on in 2023 as well as how you can achieve them. A SMART goal is one that is: S pecific M easurable A ttainable R elevant, and T ime-bound Let’s break down each of these attributes with regards to your customer service goals.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

JustCall

JANUARY 5, 2021

Measuring the average time in queue for your call center will help you in lifting up the customer experience. Keeping an eye on the average time in queue is important for maintaining high standards of support to customers. A high average waiting time shows poorly managed customer service. Customer Retention Rate.

Call Center 52

Call Center Metrics Abandon rate Average Handle Time 52

ProProfs Blog

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. Annually, U.S.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Nicereply

MARCH 8, 2023

Customer service vs. customer success. They both affect customer experience, but are they the same thing? Are you utilizing these tools to give your customers a positive customer experience ? Customer service and customer success sound similar, and they do have some similarities.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

Babelforce

MARCH 3, 2022

There’s no secret formula to customer retention. If you make your customers feel cared for and valued, they are more likely to stick with your product or service. 8 out of 10 customers are even willing to pay more if it means they get better customer service. What is proactive customer service?

Customer Service 52

Customer Service voip Call Center CRM 52

LiveChat

NOVEMBER 7, 2016

When talking about customer service, we often look at it from a business perspective. We think how it can improve our relations with customers or how many more sales it can help us close. For businesses, it’s a way to get in touch with customers, help them and get some extra feedback.

Customer Service 68

Customer Service Customer retention Feedback Sales 68

CSM Magazine

MAY 9, 2022

Regardless of industry, customer service is always one of the most important aspects of running a successful business. Not only does excellent customer service set you apart from your competition, but it also helps you to improve customer retention rates while extracting the maximum value from each of your engagements.

Customer Service 52

Customer Service Best practices Customer retention Consulting 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Customer Guru

MARCH 21, 2018

The days when a customer service (CS) team was strictly responsible for handling complaints from customers are long past. In this new market, your CS team has to handle plenty more than unruly and unhappy customers. Too many companies haven’t shifted their focus yet toward this effective customer service strategy.

Customer Service 117

Customer Service Sales Surveys Customer retention 117

aircall

JUNE 4, 2021

The e-commerce customer service experience has changed immensely over the past year and a half. So how does the e-commerce customer service experience differ from in-person customer service? What Is E-Commerce Customer Service? Customer Retention: Re-Engaging with the Customer Post-Purchase.

Customer Service 71

Customer Service CRM Customer retention Feedback 71

Beyond Philosophy

APRIL 14, 2022

However, here are some of the stats that stood out to me most: 73% of business leaders reported a direct link between customer service and business performance. 64% of business leaders say that customer service has a positive impact on the company’s growth . 60% say customer service improves customer retention .

Contact Center 195

Contact Center Upselling Engineering Education 195