Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation.

Customer retention 90

Customer retention Employee engagement Customer centricity Metrics 90

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.

Customer Service 231

Customer Service Customer retention Customer Experience 231

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Sixty-four percent of U.S.

Customer Service 254

Customer Service Customer retention Contact Center Upselling 254

Nextiva

DECEMBER 18, 2018

Econsultancy reported that winning a new customer costs a company five times more than retaining an existing one. Despite this, they found that most companies focus more on customer acquisition than customer retention strategies — 28 percent more. So, why […].

Customer retention 127

Customer retention voip Sales Marketing 127

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.

Customer retention 95

Customer retention Sales Marketing Scripts 95

ShepHyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

Customer Service 161

Customer Service Customer retention Morale Advertising 161

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 98

Customer retention Upselling CRM SaaS 98

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay.  . Keep those phones open for your customers!

Customer Experience 336

Customer Experience Customer Service B2C Self service 336

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. 12 Golden Rules for Customer Experience Strategy by Steven van Belleghem.

Customer Service 319

Customer Service Customer retention Customer Experience Technology 319

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey. Here are my top five picks from last week.

Customer Service 163

Customer Service Consulting Consulting Customer Experience 163

Global Response

JULY 28, 2023

Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences.

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62

CSM Magazine

MARCH 22, 2024

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net. In today’s financial environment, dominated by fintech players, customer retention may seem like a thing of the past. When people feel cared for, they stick around.

Customer retention 52

Customer retention Finance Benchmark Banking 52

CSM Magazine

DECEMBER 13, 2023

Customer service, often seen as the heart of a business, is the assistance and advice provided by a company to those people who buy or use its products or services. It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

Return Customer

MARCH 8, 2023

All too many companies spend much of their energy and budgets on customer acquisition without investing sufficiently in customer retention. Help Customers to Succeed Why do customers support your business? Do you have a customer success strategy ? These tips might help you to do just that!

Customer retention 67

Customer retention Marketing Customer Support Customer Service 67

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. My Comment: Let’s start this week with a list of customer retention strategies.

Customer Service 232

Customer Service Customer retention Customer centricity Education 232

ShepHyken

MAY 18, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? What you’ll find are nine fundamental concepts that need to be considered at the base of your customer service and loyalty strategies.

Customer Service 231

Customer Service Customer retention Banking Customer Support 231

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 151

Customer Service Gamification Customer retention Customer Experience 151

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Customer Service 163

Customer Service Self service Personalization Marketing 163

Global Response

AUGUST 7, 2023

There’s no business out there who doesn’t want to improve their customer retention and CLV. The secret weapon to improving customer retention and CLV? First, customer retention rates are always measured based on a specific timeframe, typically monthly, quarterly or annually. Your call center.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. 6 tips you must know by Alibaba.com.

Customer Service 196

Customer Service Customer retention Marketing Sales 196

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

JivoChat

JULY 20, 2021

People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. Why Do Businesses Need to Focus on Customer Retention?

Customer retention 52

Customer retention Gamification Education Self service 52

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

C3Centricity

AUGUST 1, 2023

Customer retention is essential for the long-term success of any business. We all know that happy customers are more likely to make […] The post The Customer Retention Goldmine: How to Keep Customers Happy and Drive Exponential Growth first appeared on c3centricity.

Customer retention 90

Customer retention Best practices Customer centricity Personalization 90

OctopusTech

JUNE 29, 2023

Most organizations generally use these different tactics such as outbound call center services for customer retention in the long run and to enhance the entire sales process. The total number of outbound call center services has grown quickly in the last few years and these are usually highly demanded by companies these days.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Quiq

MARCH 31, 2022

Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) as many resources.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

Joe Rawlinson

MAY 31, 2017

Studies also back up the idea that retaining customers can positively impact your bottom line. Research from Bain & Company shows that increasing customer retention rate by just 5 percent increases profits from 25 to 95 percent. But which customer retention strategies actually work?

Omni-channel support 98

Omni-channel support Customer retention CRM Sales 98

CSM Magazine

JUNE 22, 2023

In recent years, the importance of effective customer service strategies has become increasingly evident for businesses across various sectors. One aspect of a customer service strategy is to leverage data to create personalized experiences, streamline processes, and improve overall customer satisfaction.

Customer Service 52

Customer Service CRM Accountability Customer retention 52

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

Help Scout

MAY 12, 2021

Great customer service delivers real business value. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.

Customer retention 116

Customer retention Finance Analytics Customer effort 116

Totango

JANUARY 15, 2019

While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. But your customer retention strategies should be based on long-term thinking. Leveraging Customer Retention Strategies.

Customer retention 75

Customer retention Customer centricity Enterprise CRM 75

Select VoiceCom Blog

MARCH 11, 2021

It will cost your business more to attract new customers than to retain current ones. Here are some customer retention strategies to keep your customers happy. The post Keep Them Happy: 8 Customer Retention Strategies You Can’t Ignore appeared first on Telemarketing & Call Centre Outsourcing in Philippines.

Customer retention 52

Customer retention Telemarketing outsourcing Customer Support 52

Select VoiceCom Blog

MARCH 11, 2021

It will cost your business more to attract new customers than to retain current ones. Here are some customer retention strategies to keep your customers happy. The post Keep Them Happy: 8 Customer Retention Strategies You Can’t Ignore appeared first on Telemarketing & Call Centre Outsourcing in Philippines.

Customer retention 52

Customer retention Telemarketing outsourcing Customer Support 52

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

Nicereply

JUNE 2, 2022

Established companies like Apple and Amazon have their own dedicated customer service center to cater to customers’ problems. However, if you’re just starting, social media can provide everything you need for customer service. Twitter, Facebook, LinkedIn) are you receiving customer queries on?

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97