ShepHyken

JANUARY 28, 2024

For certain customers, self-checkout still makes sense. And the process and technology will continue to improve. Keep innovating and properly staff for the customer willing to use self-checkout and needs help. My Comment: Here’s some research from the Alexander Group that makes the case for investing in CX.

Customer Service 171

Customer Service Consulting Consulting Customer Experience 171

Fonolo

MARCH 19, 2019

Poor customer service and disorganized call centers can not only be frustrating for consumers, but also have a negative impact on the company’s revenue, customer retention, and business acquisition. Utility companies have a huge opportunity to improve their customer service strategies and reap the rewards. A study by J.D.

Technology 106

Technology Customer Service Multichannel Healthcare 106

VirtualPBX

MAY 16, 2024

Appointment Setting Customer Retention Customer Notifications Customer Service Debt Collection Focus/Research Groups Follow-Ups Fundraising Information Requests/Updates Market Research Product Inquiries Sales Cold Calls Surveys Technical Support Telemarketing Telesales Did you know?

Telemarketing 105

Telemarketing virtual call center call center professionals Technical Support 105

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance.

Technology 117

Technology Customer Service Self service Contact Center 117

ShepHyken

JANUARY 16, 2017

4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. So the margin for error for crafting long-term customer relationships is razor-thin. My Comment: Here is a list of five powerful trends impacting customer experience.

Customer Service 221

Customer Service Customer retention B2C Contact Center 221

CSM Magazine

APRIL 15, 2020

To make things easier for you, we came up with a list of the best 7 ways to retain your customers. Fortunately, current technology favors it in very many ways. To be able to do this, you will have to know your customer niche. Use analytics to create personalized offers based on the behavior of your potential customers.

Customer retention 52

Customer retention Advertising Finance Feedback 52

Amity

SEPTEMBER 19, 2018

Reaching new customers has never been an easy job. Even with all the advantages provided by today’s technological tools and online channels at your disposal, it’s still a long and expensive journey. In this sense, they’re a target group that’s easiest to reach and understand. The benefits can be huge.

Customer retention 64

Customer retention Marketing B2B Advertising 64

ShepHyken

MAY 20, 2022

A 5% increase in customer retention increases profits by 25-95%. It’s estimated that new customers cost five times more than loyal customers. Good customer service is a strong pillar of customer loyalty. Why should your customer service team care about NPS? That’s what we commonly call brand loyalty.

Customer Service 184

Customer Service Best practices Surveys Feedback 184

ShepHyken

NOVEMBER 26, 2018

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people.

Customer Service 208

Customer Service Airlines Employee engagement Morale 208

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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. Determine the threshold with which the focus groups must respond to recognize success.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

ShepHyken

JANUARY 31, 2020

Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the support agents of a company do not match their communication styles with the expectations of the age group they are dealing with.

Customer Service 280

Customer Service Entertainment Marketing Customer Support 280

ShepHyken

JANUARY 31, 2020

Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the support agents of a company do not match their communication styles with the expectations of the age group they are dealing with.

Customer Service 268

Customer Service Entertainment Marketing Customer Support 268

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? The largest banks appear to be all about building branch relationships through technology. Umpqua understands that the employee, knowledge, and technology go hand-in-hand in hand.

Banking 310

Banking Airlines Self service Finance 310

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. Trends emerge, technologies evolve, and customer needs change.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

Outsource Consultants

JULY 26, 2021

Technology supercharged: Increases in remote work and services are only accelerating technology innovation. How will you catch up if your support and service technology is woefully behind your competitors’ tech stack? Here’s where our expert advisors see the most opportunity in the next 12 months: Customer Service.

outsourcing 128

outsourcing Call Center Technical Support Contact Center 128

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. It could be increased market share, improved NPS, or higher customer retention. Rule #2: Measure.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again.

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

Win the Customer

MARCH 7, 2023

In today’s data-driven world, businesses are constantly seeking innovative ways to stay competitive and engage with their customers more effectively. These technologies play a pivotal role in tailoring customer experiences to individual preferences and needs. Segmentation is a fundamental aspect of personalization.

Analytics 52

Analytics Personalization Customer Experience Chatbots 52

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. Comm100 comment: Providing excellent customer service is a proven way to boost customer retention. ChatGPT and real-world RPA applications will make these technologies more accessible.

Customer Experience 128

Customer Experience Chatbots Government Technology 128

GetFeedback

NOVEMBER 19, 2018

Although there are newer versions of the conversion funnel that track the Retention stage at the end, there’s an even better method of measuring and maintaining customer retention: the loyalty loop. The loyalty loop cuts down the steps for acquiring new customers to just three stages: Consider, Evaluate, and Buy.

Customer retention 88

Customer retention Surveys Feedback Customer effort 88

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. Eric Sachs is the CEO at Sachs Marketing Group. Eric Sachs.

Call Center 345

Call Center Contact Center Finance Consulting 345

CSM Practice

DECEMBER 7, 2020

Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. SaaS companies, in particular, need to develop and implement effective customer success strategies to drive renewals and upsells. Customer Success Management (CSM) is such a critical area for businesses today.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

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

TeamSupport

SEPTEMBER 14, 2020

Being prepared to engage customers proactively is essential to assuring that customers can successfully adopt and apply the products they have. This is the first step in customer retention. Download the complete researched-based whitepaper, The Strategic Role of Business-to-Business Customer Support.

B2B 81

B2B Customer Support SaaS Strategic Value 81

ShepHyken

DECEMBER 26, 2022

Seriously, here are 13 ways that a group of savvy Forbes Council members compiled for us. 2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience. There is something here for every type of business and industry.

Customer Service 163

Customer Service Self service Customer Experience Personalization 163

LiveChat

APRIL 10, 2017

Put simply: once you build a solid customer base, it’s essential that you shift your focus toward retaining customers and ensuring they remain loyal. 4 Main Tenets of Customer Retention. Each of the strategies we’ll discuss throughout this article fall under one of four main principles: Knowing your customers.

Customer retention 28

Customer retention Personalization Sales CRM 28

CSM Magazine

DECEMBER 7, 2022

This could be anything from new products and services to unique customer experiences. According to Gartner, Generative AI is one of the top 5 impactful technologies in 2022. This innovative technology works by processing customer input and contextual data to produce insights which it uses to tailor the product offerings presented.

Customer Experience 52

Customer Experience Customer retention Finance Surveys 52

Totango

JUNE 26, 2020

COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

SaaS 92

SaaS Customer retention Best practices Telecommunications 92

JivoChat

MARCH 12, 2023

Let’s take a look: determine the key languages to include hire diverse to have people who speak different languages use language technology to help things run smoothly train your employees provide multilingual support documentation You should also use the best website localization services to make your website appealing to specific groups of people.

Education 75

Education Customer Support Customer retention Self service 75

OctopusTech

SEPTEMBER 13, 2023

Representatives here will deliver a fast customer care solution and handle all the major and minor tasks easily. Enhances customer retention rate Using call center outsourcing services, your company extends and eases its customer support operations which ultimately increases the customer conversion rates and lead generation.

outsourcing 62

outsourcing Call Center Finance Contact Center 62

TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. After all, happy agents mean happy customers.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

CSM Magazine

APRIL 16, 2021

CRM stands for Customer Relationship Management. CRM software provides users with access to a range of technologies that track and report metrics related to customer interactions, sales, productivity, and much more. Customer Retention. Instantly Connect with Groups.

CRM 52

CRM Customer retention Metrics Sales 52

3CLogic

APRIL 9, 2020

Voice remains a leading customer service channel for a wide range of users. 74% of customers surveyed globally called a contact center in 2019. Of those callers, the largest group represented is millennials – people from 25 to 34 years old. This reflects the resilience of voice technology as a means of communication.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

BlueOcean

OCTOBER 4, 2023

Once generative AI entered the public sphere thanks to ChatGPT, suddenly everyone—including your customers—became aware of the possibilities and potential for this bleeding edge technology in their everyday lives.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

OctopusTech

APRIL 29, 2022

However, in the modern age of technology, businesses struggle to acquire new customers and retain them. If you want to grow your business successfully and survive in the competition for a longer period, then you should find the most effective method to optimize your lead acquisition and grow customer service. .

Gamification 62

Gamification outsourcing Customer retention Customer advocacy 62