Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

B2C 150

B2C B2B Customer advocacy Consulting 150

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. Michael Stahl. Michael Stahl is the chief marketing officer of SERVPRO.

Call Center 345

Call Center Contact Center Finance Consulting 345

CustomerSuccessBox

JUNE 21, 2022

To help you, we have compiled a list of the top 8 strategies that will enable you to carry out customer onboarding at scale. 8 Best Strategies for Customer Onboarding at Scale. Well-defined Sales-to-Onboarding Handoff. Making a connection with the customer is essential before they’re onboarded.

Education 52

Education Customer retention Sales B2B 52

Totango

AUGUST 23, 2022

What Are B2B Customer Journey Touchpoints? B2B customer journey touchpoints are occasions when business customers interact with a brand. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. B2B Customer Journey Touchpoints and Your Team.

B2B 115

B2B Journey mapping SaaS Engineering 115

SmartKarrot

APRIL 22, 2022

However, customer acquisition is something that demands focus! Customer retention is a particularly important concept where businesses use different strategies to retain their existing customers. B2B companies will have to bank on customer retention as a key strategy to achieve long-term growth.

Customer retention 10

Customer retention B2B Banking Finance 10

Customers That Stick

SEPTEMBER 18, 2014

She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. A white paper compiled by PunchTab indicates that many Millennials shop online daily.). Blog customer-loyalty Guest Posts customer loyalty customer retention'

Customer retention 133

Customer retention Surveys Sales Technology 133

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Calabrio

SEPTEMBER 21, 2016

They’re giving sales an invaluable understanding of what their customers want. They’re driving efficiency, increasing customer retention, accelerating sales, and creating new revenue opportunities. Your customers are talking. They’re making their agents smarter to make interactions better. Are you listening?

Contact Center 59

Contact Center Analytics Technology Enterprise 59

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. In turn, relationship quality links and contributes to the perception of satisfaction and trust, creating business outcomes of customer retention and advocacy.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

Comm100

JANUARY 21, 2020

According to an Accenture survey, 42% of B2B leaders say they plan to implement online-only loyalty programs, 35% will offer online training for both internal teams and customers, and 32% will offer incentives for making sales completed through digital channels. Free Download: Customer Engagement 2020 White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. CSMs (Customer Success Managers) go beyond training and support by bringing value to the table after the sale. Unlike computers, they recognize and respond to customers’ hidden, and powerful, emotional responses.

outsourcing 51

outsourcing Consulting Consulting Management 51

Education Services Group

OCTOBER 4, 2018

It takes a comprehensive plan to do it, but it results in productive interactions and empowers customers to use your product to its maximum potential. Your sales team dazzled and wowed your new customer enough to get them to take the plunge with your company, it’s on you and your team to keep the momentum going.

Sales 53

Sales Metrics Customer Experience Best practices 53

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Ready to embark on the customer-mapping journey?

Journey mapping 53

Journey mapping Customer retention Enterprise Analytics 53

Comm100

JANUARY 21, 2020

According to an Accenture survey, 42% of B2B leaders say they plan to implement online-only loyalty programs, 35% will offer online training for both internal teams and customers, and 32% will offer incentives for making sales completed through digital channels. Remember: Be mobile-ready.

B2C 83

B2C B2B Benchmark Best practices 83

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. Customer complaints. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Education Services Group

APRIL 25, 2021

At first, this roadmap might be simple and straightforward, but as you mature, your plans will become more comprehensive and include a complete ecosystem of cross-functional capability and accountability with other teams like sales, marketing, product, and support. I could write an entire white paper on Customer Success monetization.

Journey mapping 91

Journey mapping Construction Analytics Education 91

Fonolo

AUGUST 15, 2018

As a stellar contact center customer service representative, it’s important that you arm yourself with as much information and insights into your customer base as possible. White Paper: The Secret Sauce for Increasing Customer Happiness. What’s Inside: Tracking Customer Engagement. That wins every time.

Customer Service 69

Customer Service Contact Center Upselling Wait times 69

Education Services Group

MAY 25, 2018

If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. It requires relationship building, thoroughly understanding customer needs, advocating for their wants, and helping every customer — not just the largest — flourish in ways they never could alone.

Education 45

Education Journey mapping outsourcing Upselling 45

Fonolo

JANUARY 14, 2020

They’re used by some huge companies, so you’ve probably come across their NPS & Customer Satisfaction scoring tools in an email footer or app recently. . Their blog focuses on several topics including start-up culture, sales, and marketing, but they really excel in their posts on customer support, success, and CX. .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Nicereply

FEBRUARY 21, 2019

Creating the correct lasting impression should be the major effort of any company because it can differentiate the company in the market and help increase customers’ engagement. CX Is Not a Post-Sale Service. Customer experience is more than marketing channels, companies’ websites, marketing events or advertising. How to do it?

Marketing 45

Marketing Customer Experience Surveys Feedback 45

JivoChat

AUGUST 9, 2021

Long-term, your referral program will generate more and more growth–while you focus on finding more ways to create value for customers. Personalized customer service re-engages cold leads. Chances are, you’ve got some stalled-out deals hanging out in your sales funnel. Offer omnichannel customer service.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

Long-term, your referral program will generate more and more growth–while you focus on finding more ways to create value for customers. Personalized customer service re-engages cold leads. Chances are, you’ve got some stalled-out deals hanging out in your sales funnel. Offer omnichannel customer service.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

JUNE 1, 2021

A good example is to hold an online webinar, which is a touchpoint that allows you to present your offer to prospects, and potentially generate leads or sales. Not every touchpoint will be “direct” (where the customer interacts with a representative of your company, your website, or your advertising). Customer surveys.

CRM 52

CRM Advertising Chatbots Surveys 52

Dialer 360

NOVEMBER 19, 2018

The product service to develop a sales pipeline. The emergence of advanced technology to develop and qualify potential leads before sales. But the outbound sale generation may still perform. You have a good and detailed understanding of all the factors affecting sales generation. The rise of new online social technique.

Entertainment 20

Entertainment Outbound sales Education Advertising 20

Comm100

DECEMBER 8, 2017

Thank you letters are an important part of making your customers feel valued, and letting them know how much you appreciate them. They are an inexpensive way to increase sales, return on investment (ROI), and customer retention. What to Consider When Writing a Thank You Letter to Your Customer. A thank you card.

Advertising 50

Advertising Personalization Customer retention Feedback 50

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

Customer Service 46

Customer Service Customer Care Morale Marketing 46

SmartKarrot

JUNE 11, 2020

Having done that, you can create e-books, editorials, white papers and blog posts that zero in on about outlining specific issues that your potential prospects are facing at the moment. To define the journey for a client, testimonials, sales pitches and/or product videos are your essential weapons here.

SaaS 11

SaaS Wireless Education Analytics 11

Comm100

OCTOBER 17, 2017

This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. And you need more. Download Now.

Customer Service 49

Customer Service Customer Care Feedback Surveys 49

ChurnZero

SEPTEMBER 30, 2021

If you put the CS Operations under the Chief Operating Officer, they can scale across with Sales. For example, Sales, CS, and Product can really have this aligned, streamlined way of rolling everything out under operations. If they’re under Sales, I have seen in my experience that Sales always gets priority.

Sales 52

Sales Education CRM Metrics 52