ProProfs Blog

MARCH 26, 2021

Customer feedback surveys are the go-to tool of every business to understand their customer needs and sentiments. The advantages of surveys lie in their simplicity, ease of creation, quick feedback collection, and so on. What is Customer Feedback? Best Way to Gather Customer Feedback Data. Ask Them Directly.

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Feedback Surveys Customer retention Metrics 78

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?

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Customer retention Journey mapping Education Feedback 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

aircall

JANUARY 30, 2017

Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? Customer retention and growth. Customer retention and churn.

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Customer retention Education Self service Feedback 76

Education Services Group

SEPTEMBER 23, 2022

Just like you want to segment when you’re sending out your surveys, you want to do the same thing. I think of participation bias to be in multiple forms of Voice of the Customer, from which customers choose to speak out in reviews, support, etc., to those who choose to answer surveys, those who choose to interview, etc.,

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Customer retention Surveys Feedback Personalization 52

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

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Customer retention Best practices Education Benchmark 74

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

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Customer retention Scripts Education Marketing 60

Education Services Group

JANUARY 10, 2022

Voice of the customer (VoC) initiatives have often been owned by Marketing in the past, but Customer Success is taking on more and more ownership in this space. Customer Success teams can (and should! contribute to creating killer customer surveys no matter who owns the survey methodology in your organization.

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Surveys Feedback Transportation Best practices 52

Nicereply

FEBRUARY 2, 2024

Source SuperOffice In today’s competitive environment, where customers are spoiled for choice, customer success has become a key competitive differentiator. As such, you must find ways to educate and guide your customers on how to gain maximum value from the products they’ve purchased.

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Education Accountability Customer retention Journey mapping 59

Beyond Philosophy

JULY 6, 2023

Finding The Hidden Things Your Customers Want So, how do you know what your customers want from you? Their survey responses? So, what they say on a survey or Yelp review is suspect at some level, because of these biases. Colin has conducted numerous educational workshops to inspire and motivate your team.

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Government Surveys Education Customer retention 195

Totango

SEPTEMBER 20, 2022

This delivers customers more satisfying experiences, which promote higher retention, lower churn, and higher referral rates. A customer enablement program is a vital part of the customer landscape for B2B and SaaS companies that rely on customer retention for growth. Educate Customers on How to Succeed.

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B2B SaaS Education Brand ambassadors 82

Calltools

MARCH 6, 2024

Dozens of factors make up the total customer experience , from the ease of use of your company’s website to callers’ interactions with contact agents. As a business, finding ways to enhance CX can help differentiate yourself from competitors, enhance conversions, and improve customer retention rates.

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Customer Experience Average Handle Time Abandon rate Healthcare 52

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation. Educate and Empower: Empowered customers are loyal customers.

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Customer retention Customer centricity Education Feedback 10

CSM Magazine

AUGUST 4, 2023

These engaged customers, in turn, share their delightful experiences with friends and family, acting as brand ambassadors and attracting new customers to the coffee shop. Additionally, surveys are quick and easy to set up, making them a crucial step when strategizing engagement initiatives.

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Brand ambassadors Gamification Entertainment Education 52

ShepHyken

AUGUST 14, 2020

For example, posting pictures of the latest products and asking customers to highlight their favorite ones can be appropriate. Replying to comments can help in increasing customer loyalty towards the brand. Content can be designed to raise revenue, sell products, educate, or entertain the consumers.

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Customer Experience Entertainment Sales Healthcare 321

ChurnZero

MAY 4, 2023

According to Higher Logic , a customer community can improve engagement rates by up to 21%. Further, two-thirds of companies (66%) with an online community say it has a positive “impact on customer retention.” Tips for building an online customer community At ChurnZero, we take pride in following our own CS advice.

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SaaS Best practices Gamification Feedback 98

Totango

DECEMBER 28, 2021

Follow up initial training with continuing education opportunities for successful team members. Consider making paid continuing education a perk to help attract top talent. Another way to check-in with customers is by sending periodic satisfaction surveys.

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Best practices Benchmark Education Surveys 95

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

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Customer Support Education Customer retention Feedback 90

ShepHyken

MAY 1, 2023

How Brands Can Optimize Their Customer Retention Strategy by The Drum (The Drum) How do brands play the loyalty long-game more effectively at a time when customer retention is more important than ever? It’s one thing to get the customer to come back.

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Customer Service Customer retention Education Surveys 33

ChurnZero

AUGUST 24, 2018

The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Topics discussed included: • Processes that can help drive customer retention. The total financial impact of customer retention. Do you recommend surveying in-app or via email?

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Finance SaaS Education Customer retention 61

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Qualitative or quantitative call center surveys. This results in increased customer retention and higher revenue potential.

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Customer Experience Contact Center Call Center Revenue potential 111

Nicereply

APRIL 27, 2022

Acquiring a new customer is 5 times more expensive than retaining an existing one, and increasing retention by just 5% can increase company profits from 25 to 95 percent. Any brand looking to increase customer retention numbers should first focus on creating an impactful customer experience management framework.

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Customer Experience Management Feedback Surveys 104

Education Services Group

DECEMBER 2, 2021

Net Promoter Score (NPS) is a very simple customer survey that asks a customer to rate how likely they are to recommend your product or service to others on a scale of zero to ten. Because it’s so simple and standardized, it’s become the go-to Voice of the Customer (VoC) metric for Customer Success.

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Customer retention Metrics Education Accountability 52

SmartKarrot

JUNE 2, 2020

A list of Top 8 Strategies for Customer Retention which are followed by the Top CSMs of the company to increase brand loyalty. #1 As you manage your relationship with new and existing customers, make sure you give them ample opportunity to trust you. 2 Create peaks in customer experience. 7 Excel in customer education.

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Customer retention Education Surveys Sales 10

Nicereply

JUNE 20, 2022

Optimizing the customer journey is one of the best ways to ensure your sales funnel converts well and maintains a high ROI. It also boosts customer satisfaction, increasing customer retention, loyalty, and overall brand affinity. So, how exactly can you optimize the customer journey?

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Journey mapping Surveys Advertising Sales 115

Nicereply

JANUARY 11, 2023

Is it a lack of education on how to use your product? A well-executed VoC program will address these questions, allowing you to get to the heart of the problem and better serve your customers. Increase customer retention. What’s better than acquiring a new customer? Will you use surveys?

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Education Feedback Coaching Surveys 52

JivoChat

JUNE 20, 2023

A Harvard Business School report explains that, for example, if you have 5% increase in customer retention, you may profit 25% to 95% more. Product/Market Fit Another problem that can end up in customer churn is when you haven’t defined well who your target audience is.

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Education Customer retention Customer Support SaaS 75

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.

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Customer Service CRM Accountability Customer retention 52

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.

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Customer retention Consulting Consulting Marketing 21

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. How to elevate Customer Experience post-covid In a recent survey by Bain and Co. People want to feel more connected.

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Customer Experience Analytics Surveys Customer retention 94

ProProfs Blog

JANUARY 9, 2020

You can divide the number of customers at the end of a financial year by the number of customers at the start of the year to find out the customer churn rate. . Decreasing the customer churn rate by even 5% can lead to an increase in profits by 25% to 95%.” – Harvard Business School.

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Customer retention Customer Support Marketing Education 130

delighted

FEBRUARY 16, 2023

Make customer success a company-wide priority Customer success is most effective when every team has a role in ensuring customers accomplish their goals. Encourage open communication between departments to collaboratively identify customer needs and action plans for how you will meet them.

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Customer retention Metrics Feedback Accountability 52

CSM Magazine

AUGUST 21, 2023

Create Interactive Displays Creating interactive displays in your store is a great way to attract and engage customers. Use digital signage, touch screens, and other interactive displays to showcase product features and benefits, offer product demos, and provide educational information about your brand and products.

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Feedback Customer retention Technology Wait times 52

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

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Management CRM Analytics Customer retention 52

Joe Rawlinson

JANUARY 31, 2018

But, believe it or not, uniting the forces of education and marketing can go a long way in your pursuit of happiness. Don’t just market to your customers, though. According to a recent HubSpot survey, 47 percent of consumers said they digest three to five pieces of content before making a buying decision.

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Marketing Education Morale Advertising 83

Education Services Group

JULY 20, 2021

Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education. Outside of that, one major thing to think about when automating is the number of actions you automate to the customer aren’t the only automations.

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Accountability Chatbots Surveys Journey mapping 98

Education Services Group

DECEMBER 28, 2021

8… Customer Success and Education unite. Speaking of collaborative partnerships, CS and Education are poised to revolutionize how customers consume training and education programs to improve product adoption and reduce churn. 5… Partner Customer Success programs hit their stride.

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Education Best practices Self service Customer Experience 52