Fonolo

MARCH 22, 2018

And, by including a call-back option within your call center strategy, you’re saving the customer even more time and energy. Additionally, since consumers are emotionally drawn to human voice over electronic messages, these positive associations will lead to improved customer retention and loyalty, which leads to repeat sales.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

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.

Customer retention 60

Customer retention Scripts Education Marketing 60

Beyond Philosophy

MAY 14, 2015

Goodness knows you have several examples of what happens when an organization violates the trust of the Customers’ it serves ( Target, General Mills ). However, you can violate the trust in ways other than a data breach or poor policy decision.

Self service 402

Self service Best practices Customer Experience Call Center 402

Integrity Solutions

APRIL 19, 2024

Create and share a library of content that matches with that customer’s needs/industry/role/other information you’ve learned about them. This is essential to customer retention and loyalty. You want the customer to come back next time every time. Add value that’s relevant to them throughout the journey.

Personalization 107

Personalization Sales Scripts Contact Center 107

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.

Call Center 345

Call Center Contact Center Finance Consulting 345

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

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

Beyond Philosophy

SEPTEMBER 6, 2016

Let us deal with the second challenge first: gaining insight into what represents value for prospective customers. Process-oriented companies focus on creating benefit by keeping customers, optimizing their purchases over time and stemming rates of defection or recovering lost customers.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Education Services Group

JULY 30, 2018

Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) So while there are similarities that can drive the process for identifying appropriate segmentation approaches, a level of customization to achieve optimal results is still required. Download now!

Metrics 53

Metrics Analytics Accountability Best practices 53

CustomerSuccessBox

JUNE 21, 2022

This leads to a smooth transition of customers and creates a better customer experience. A best practice for a firm’s growth is to create more cohesion among departments working toward a unified goal —long-term customer retention. Customers, usually, stay loyal to a firm that invests its resources in onboarding content.

Education 52

Education Customer retention Sales B2B 52

Comm100

JANUARY 21, 2020

As customers continue to shift from desktop to mobile as their primary online device, companies must optimize and prioritize mobile digital touchpoints when planning their digital customer experience and customer retention strategies. This post is the second of two that are based on our Omnichannel white paper.

B2C 40

B2C B2B Benchmark Best practices 40

Customers That Stick

SEPTEMBER 18, 2014

A white paper compiled by PunchTab indicates that many Millennials shop online daily.). Blog customer-loyalty Guest Posts customer loyalty customer retention' With that in mind, Millennials won’t be satisfied with a loyalty program that isn’t integrated into their highly mobile lives.

Customer retention 133

Customer retention Surveys Sales Technology 133

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Download our white paper, Neuroscience and Customer Success , to learn more about the implications discussed in this blog post. Download our Neuroscience and Customer Success white paper. Learn More!

outsourcing 51

outsourcing Consulting Consulting Management 51

Calabrio

SEPTEMBER 21, 2016

They’re driving efficiency, increasing customer retention, accelerating sales, and creating new revenue opportunities. Your customers are talking. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper. 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

Totango

AUGUST 23, 2022

Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. White papers. Customer Success Communities. 8 Types of Customer Journey Touchpoints for B2B SaaS Clients. Improved experiences deliver better outcomes for customers and higher satisfaction. Video chat.

B2B 116

B2B Journey mapping SaaS Engineering 116

Education Services Group

OCTOBER 4, 2018

It’s your job to set customer expectations, drive them toward success, and ensure they get value from your product as early and frequently as possible. Check out the full list in our white paper, Onboarding your Customers with Purpose, Momentum, and Precision.

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

As customers continue to shift from desktop to mobile as their primary online device, companies must optimize and prioritize mobile digital touchpoints when planning their digital customer experience and customer retention strategies. This post is the second of two that are based on our Omnichannel white paper.

B2C 83

B2C B2B Benchmark Best practices 83

Education Services Group

FEBRUARY 1, 2023

In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” we shared a timeline that CS leaders should allot 6 to 12 months to test, iterate, and validate the initial engagement models, customer journeys, health scores, playbooks, and broader data mapping.

Metrics 52

Metrics Construction Finance Upselling 52

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

APRIL 25, 2021

If you said ‘no,’ you’ve got some work to do because creating a consistent CSM experience leads to a consistent customer experience. Engaged and productive CSMs are better able to grow an engaged and happy customer base. I could write an entire white paper on Customer Success monetization.

Journey mapping 91

Journey mapping Construction Analytics Education 91

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. The post Three Ways to Ramp Up Contact Center Quality Assurance appeared first on Calabrio.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Education Services Group

MAY 11, 2018

If you’ve been following our white papers, you know we believe most companies follow the 80/20 Rule. In short, it’s the idea that most CS teams focus on their biggest customers, typically because of limited resources. Share with us – How are you reaching your lower-tier customers?

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

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. Customer retention is vital, and poor call centers do not retain customers.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Experience is Decided by You article. Loyalty is Not Just for Customers article. Customer-Centricity Means Customer-Centric BKM: Amazon, USAA, Zappos. Customer Retention Begins With Trust article.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Fonolo

JANUARY 14, 2020

Not only is it visually very pleasing, it’s bursting with articles on useful topics like customer retention, agent management, and how quality assurance is integral to customer experience. This white paper explores key areas that are sure to shake up the industry.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Nicereply

FEBRUARY 21, 2019

It’s also important to extend this concept to your customers. Understanding post-purchase experience of your customers can help improve CX. You may provide them with industry research results or white papers or invite them to webinars to address their challenges. How to do it? Identify clear goals and follow them.

Marketing 45

Marketing Customer Experience Surveys Feedback 45

Education Services Group

MAY 25, 2018

Discover more about hitting the ground running with ES integration into your CS strategy by downloading our white paper, “Turning Knowing into Growing: Integrating Education Services for More Powerful Customer Success.”. Share with us – How have you leveraged Education Services in your Customer Success Strategies?

Education 45

Education Journey mapping outsourcing Upselling 45

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense.

Airlines 65

Airlines Customer Experience Management Marketing 65

NobelBiz

FEBRUARY 13, 2024

” Chris Robinson, featured in the NobelBiz First Contact podcast, emphasizes the strategic importance of self-service in customer retention: “By implementing comprehensive self-service options, businesses can drastically reduce churn.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

JivoChat

AUGUST 9, 2021

Personalized customer service improves customer retention. Personalized customer service makes customers feel valued–much a thoughtful friend that remembers important life events, likes/dislikes, and provides practical, judgement-free advice.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

Personalized customer service improves customer retention. Personalized customer service makes customers feel valued–much a thoughtful friend that remembers important life events, likes/dislikes, and provides practical, judgement-free advice.

Personalization 52

Personalization Customer Service B2B SaaS 52

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Currently, she also serves as an executive member in the CXPA (Customer Experience Professionals Association). Annette Franz, CEO, and Founder, CX Journey Inc.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

Dialer 360

NOVEMBER 19, 2018

The nurture and customer retention marketing strategies as part of the holistic approach. For instance, sharing the white paper that creates useful videos communication. For the leads that fill out from they often do so in exchange for some relevant persuasive offers. Whereas, cold calling and advertising to get leads.

Entertainment 20

Entertainment Outbound sales Education Advertising 20

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. How to Build a Customer Service Knowledge Base. Your knowledge base can include : Quick-start guides. How-to instructions. Product specifications.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

JivoChat

JUNE 1, 2021

Every piece of content that your customers interact with is a touchpoint. Your content inventory could include some of the following: Documents (such as privacy policies and white papers). View your content not just as promotional or sales material but as a customer service opportunity. Direct mail.

CRM 52

CRM Advertising Chatbots Surveys 52