ShepHyken

FEBRUARY 12, 2024

Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? Connect with Shep on LinkedIn.

Customer Service 163

Customer Service Self service Personalization Marketing 163

ShepHyken

JANUARY 28, 2024

These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” Consider these results from companies in the top quartile of the CX index. CX doesn’t cost.

Customer Service 163

Customer Service Consulting Consulting Customer Experience 163

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 142

Customer Experience Feedback Customer centricity CRM 142

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Connect with Shep on LinkedIn.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

Verint

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday.

Customer retention 36

Customer retention Engineering Coaching Sales 36

ShepHyken

NOVEMBER 27, 2023

The AI Customer Service Blueprint by Magical (Magical) The easiest way to think about integrating AI customer support tools and apps into your business is to think of it like building a house. This AI Customer Service Blueprint breaks down how to integrate AI for customer support into three main levels.

Customer Service 167

Customer Service Morale Customer retention Marketing 167

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

JULY 6, 2023

Neither of these purchase motivations portends loyalty or customer retention based on the value you provide. Just some old-fashioned Customer Experience design and excellent experience delivery of the small stuff by the staff. Colin has conducted numerous educational workshops to inspire and motivate your team.

Government 195

Government Surveys Education Customer retention 195

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.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

ClearAction

NOVEMBER 11, 2022

When you proactively retain customers, your non-customer-facing groups collaborate to prevent recurrence of prevalent issues that cause customer pain. Your Marketing team supports customer retention in balance with customer acquisition. Include cross-functional representatives in each workshop.

Customer Experience 71

Customer Experience Feedback Customer retention Marketing 71

ShepHyken

AUGUST 14, 2023

When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

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. Connect with Shep on LinkedIn.

Customer Service 33

Customer Service Customer retention Education Surveys 33

SmartKarrot

MAY 18, 2020

Goes without saying, customer retention is an important aspect of the success of any organization. Research claims that 78% of the global business leaders rank customer retention rate as a crucial tool in the upliftment of any given business. This is when the game of customer retention strategies come into play.

Customer retention 10

Customer retention Self service Morale Education 10

Totango

FEBRUARY 28, 2020

Maximum customer lifetime value is achieved over years of cyclical adoption, renewals, and expansion opportunities, with continuous delivery that evolves as user goals change. This makes customer retention critical. Software that Strengthens Customer Engagement Strategy. That’s for 1:1 touchpoints.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

CSM Practice

AUGUST 7, 2020

Click here to access how CSM Practice conducts playbooks workshops. . The work with CSM Practice helped Vitalsource quickly define the customer journey map for each team, emphasize the commonality between the customer success teams , align on a common language, and outline a project plan from development to full rollout of the concept.

Journey mapping 81

Journey mapping Morale SaaS Education 81

Comm100

DECEMBER 19, 2017

Some of the business objectives you can use include customer retention, customer satisfaction, product purchases, purchase volume, purchase frequency, products returned, the number of dissatisfied customers and revenue. Identifying gaps in the customer experience. Conducting internal workshops.

Customer Experience 114

Customer Experience Morale Journey mapping Customer centricity 114

ClearAction

DECEMBER 5, 2023

Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and Customer Retention costs (Customer Health Score), which lead to Margin Expansion. When everyone received their strategic planning instructions, guess what was top of mind for them?

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

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. These events could include seminars, workshops, and local meetups, where attendees have the chance to network with peers and industry experts.

Brand ambassadors 52

Brand ambassadors Gamification Entertainment Education 52

Taylor Reach Group

MAY 24, 2018

Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. SOCAP 2018 Data Reporting Workshop : June 12-13, Chicago, IL. SOCAP 2018 Quality Monitoring Workshop: June 13-14, Chicago, IL.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

Education Services Group

FEBRUARY 8, 2022

Because we get asked about our customer journey mapping workshops a lot. In developing our best-in-class methodologies, we’ve learned a bit about what it takes to make customer journey maps successful. We’ve also learned the pitfalls of lousy customer journey maps and – critically – what makes the difference.

Journey mapping 52

Journey mapping Customer Experience Sales Marketing 52

Fonolo

APRIL 23, 2019

The customer service industry is experiencing incredible waves of transformation and as always, this year’s event is set to bring diverse, approachable speakers, motivators, and informative workshops to attendees, live and in person. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year.

Contact Center 57

Contact Center Education Call Center Customer retention 57

ShepHyken

JULY 24, 2023

They have elevated customer service expectations and demand nothing short of perfection. While it may require considerable effort, it is all important to focus on branding for customer retention. Two on the list that stand out are numbers 5 and 6; Be proactive with Customer Complaints and Embrace Negative Customer Reviews.

Customer Service 31

Customer Service B2B B2C Sales 31

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

CSM Practice

SEPTEMBER 15, 2019

Ensuring customer success will require turning the entire business around to be customer-centric. Regardless of company size, the customer-friendly mindset must be spread across all departments as it is crucial to customer retention and long-term relationships. 3) Workshops.

Accountability 45

Accountability Consulting Consulting Upselling 45

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

Customer Service 33

Customer Service Customer retention Best practices Customer Experience 33

CSM Practice

AUGUST 7, 2020

Click here to access how CSM Practice conducts playbooks workshops. . The work with CSM Practice helped Vitalsource quickly define the customer journey map for each team, emphasize the commonality between the customer success teams , align on a common language, and outline a project plan from development to full rollout of the concept.

Journey mapping 52

Journey mapping Morale SaaS Education 52

Totango

DECEMBER 28, 2021

These can be delivered through formats such as seminars, workshops, certification programs and degree programs. Training of your customer success team can be facilitated through supporting technology that allows your team the ability to access standardized best practices and strategies for handling specific situations.

Best practices 95

Best practices Benchmark Education Surveys 95

Comm100

JANUARY 19, 2017

When we are approached by a customer who is upset by a defective product or service, responding with a professional apology that offers the customer a hassle-free solution is an important part of ensuring customer retention. We do our best to always deliver our workshops as scheduled. Sincerely, Brian C.

Customer Service 86

Customer Service Accountability Management Customer Support 86

ijgolding

JANUARY 22, 2018

This involvement can create a positive workspace for your employees, where they feel not only that they have enough training to provide excellent customer service, but one in which they feel encouraged to go above and beyond for the customer. Please note, this article was written by Customer Contact Week.

Customer Experience 76

Customer Experience Abandon rate Contact Center Customer Care 76

NobelBiz

JUNE 19, 2023

Key Best Practices in Call Center Monitoring Here, we delve into the must-have protocols and best practices for call center monitoring: Regular Training & Coaching: Frequent coaching sessions and workshops ensure your agents stay updated with product knowledge and customer service skills.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Comm100

JANUARY 19, 2017

When we are approached by a customer who is upset by a defective product or service, responding with a professional apology that offers the customer a hassle-free solution is an important part of ensuring customer retention. We do our best to always deliver our workshops as scheduled. Sincerely, Brian C.

Customer Service 79

Customer Service Accountability Management Customer Support 79

Calabrio

JULY 5, 2016

Beyond providing sophisticated contact center management software, Calabrio also works directly with organizations to develop strategies for improving customer retention and customer service.

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

ijgolding

DECEMBER 3, 2014

I strongly believe that the implementation of a Customer Experience Framework can help law firms to be the best they can be – for their partners, employees and customers. It would be great for others to hear your story.

Customer centricity 90

Customer centricity Customer Experience Customer retention Sales 90

Kristina Evey

JANUARY 13, 2015

If you want to be successful in business and in your quest to make more profits and increase your customer retention, you must take action to make that happen. Wishing it won’t make it happen. Wanting it won’t make it happen. Working at it will make it happen. . I have great plans for all of us in 2015.

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

Technology 40

Technology Customer Experience Journey mapping Best practices 40

Nicereply

NOVEMBER 23, 2023

Quick Stats and Figures Loyalty and Trust: A study by Bain & Company showed that a 5% increase in customer retention can lead to a 25% to 95% increase in profits. Satisfied customers stay loyal, and trust translates into a solid bottom line. Set up channels through which customers can easily provide feedback.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59