Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Joe Rawlinson

MAY 31, 2017

Studies also back up the idea that retaining customers can positively impact your bottom line. Research from Bain & Company shows that increasing customer retention rate by just 5 percent increases profits from 25 to 95 percent. But which customer retention strategies actually work? Data-driven Strategies.

Customer Retention 98

Customer Retention Omni-Channel Strategy CRM 98

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention. My number one customer retention strategy is talking to your customers.

B2C 124

B2C Customer Retention Brands Strategy 124

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. Why Customer Retention Matters. The digitization of business has made customer retention the lifeblood of the Software-as-a-Service industry.

Customer Retention 83

Customer Retention Software Customers Customer Journeys 83

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Ecrion

SEPTEMBER 3, 2020

How to Boost Digital Customer Engagement | Measuring Digital Customer Engagement. Customer engagement has always been a key element of any business marketing strategy. However, the digital age has made it easier and more important to engage with customers in positive ways. Newsletters.

Customer Engagement 98

Customer Engagement Engagement Social Media Touchpoint 98

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Donna is an author, speaker and customer onboarding strategist.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategies involving both on and off your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. A simple answer is by focusing your efforts on customer retention. What is Customer Retention? Improve Your Customer Support.

Sales 111

Sales Customer Engagement e-support Engagement 111

Totango

MARCH 29, 2022

Building and maintaining each unique customer journey can be a complex task — often with teams needing to understand how each customer communicates, what their needs are, and how best to move forward with individual customer engagement efforts. Allow Automation to Scale Customer Engagements.

Customer Engagement 101

Customer Engagement Engagement Effort Score Customer Journeys 101

ShepHyken

DECEMBER 14, 2018

Ted Bardusch, CISO at customer engagement hub Usermind highlights that a unified customer record is crucial to being able to meet the GDPR’s 72-hour customer breach notification rule. “To To guarantee customer retention, CX teams need to consider a security breach as a likely stop along the customer journey.

Customer Experience 107

Customer Experience Policies Government Customers 107

Optimove

JULY 15, 2021

Customized Recommendations – tailored to any brand by Optimove’s Professional Services team. Brands that offer commoditized, replenishable products can improve customer retention and encourage them to keep coming back by identifying their customers’ individual replenishment patterns. Product Replenishment.

Customer Retention 98

Customer Retention Brands Customers Examples 98

CSM Magazine

JANUARY 25, 2022

However, there might be another asset you or your customer service reps might be overlooking. We’re talking about your blog. Blogging is one of the most underutilized tools customer service managers can use to boost and improve customer satisfaction, engagement, and retention. Keep it Evergreen.

Customer Retention 52

Customer Retention How To Guidelines Tips 52

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. How many employees support digital engagement at Aruba? MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

Customer Engagement 115

Customer Engagement Customer Journeys Engagement Strategy 115

Comm100

NOVEMBER 15, 2022

For more information on why digital-first customer service strategies are growing, check out this blog.). To meet their customers’ needs, CCaaS providers are partnering with digital communication platforms to add digital omnichannel capabilities to their product offering. Telephone support simply can’t meet these expectations.

Omni-Channel 245

Omni-Channel Chatbots Social Media Software 245

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 260

Trends Customer Service Chatbots Omni-Channel 260

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

CloudCherry

FEBRUARY 26, 2019

In this blog, we will discuss the key highlights of this report. More firms choose to adopt analytics to increase customer acquisition: ‘Increasing customer acquisition and targeting’ is the top driver that encourages organizations to adopt measurement and analytics, with 57% of respondents opting for it.

Analytics 256

Analytics Report Analysis Study 256

Totango

MAY 1, 2020

Retaining existing customers is especially important during uncertain economic times, when fewer new customers may be signing on with your service. That’s why customer retention management software is a vital component of your retention strategy. What Are the Benefits of Customer Retention Management Software?

Customer Retention 62

Customer Retention Software Management Customers 62

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Revenue Churn Rate.

Customer Retention 66

Customer Retention Metrics Effort Score Net Promoter Score 66

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Optimove

FEBRUARY 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: The holiday season is critical for retailers as it often brings a surge in sales driven by new and one-time shoppers. These efforts not only engage customers but also position brands as a source of inspiration and utility.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Optimove

JULY 31, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: In this blog post, gain insights from expert marketers about five pillars to create effective strategies that boost customer retention.

Customer Retention 59

Customer Retention Marketing Sports Entertainment 59

Beyond Philosophy

NOVEMBER 6, 2014

Transformational change can be difficult, but if you believe in the idea, you will push your organization to be more “Natural” in its pursuit of Customer-Centricity. What’s your Customer Strategy for your Customer Experience? Putting the Power of Your People To Work for Customer Centricity.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Web design and maintenance.

Customer Retention 64

Customer Retention How To Social Media Advertising 64

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B Strategy Multi-Channel 62

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Proactively Personalize Engagements.

Customer Retention 63

Customer Retention How To Customer Success B2B 63

SurveySparrow

MARCH 14, 2020

While it is important that you have a mechanism to get leads on auto-pilot, you are bound to lose them later on if you don’t have a strategy to keep them engaged. Customer engagement is the measurement of your customer’s engagement with your content or product. Benefits of Measuring Customer Engagement.

Metrics 81

Metrics Customer Engagement Engagement Social Media 81

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. How many employees support digital engagement at Aruba? MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

Customer Engagement 91

Customer Engagement Customer Journeys Engagement Strategy 91

Beyond Philosophy

NOVEMBER 18, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? How to Make or Break Your Customer Experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Read Shep’s latest Forbes Articles: Change In Amazon’s Liberal Return Policy Is Good For Customers.

Customer relationships 74

Customer relationships Call Center Customer Retention Advertising 74

GetFeedback

JUNE 3, 2019

Customer satisfaction questionnaires, also known as Customer Satisfaction Score (CSAT) surveys , keep your customers engaged with your brand, keep them feeling invested in their experience, and keeps them from churning away. Benefit 4: increase customer retention. But only if you use them correctly.

Customer Satisfaction 170

Customer Satisfaction Survey Trends Effort Score 170

Beyond Philosophy

NOVEMBER 10, 2014

As long as your philosophy is rooted in the transactional goals of your company and not on the emotional experience you provide your Customer, you will continue to lack a Customer-focus in your organization. If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. Offering loyalty rewards is another strategy for personally engaging customers.

Customer Engagement 63

Customer Engagement Engagement Customer Journeys B2C 63

Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 207

Trends Customer Service Chatbots Omni-Channel 207

Lumoa

APRIL 4, 2023

As it relies on fully understanding information to market more effectively, customer profile analysis optimizes your marketing and sales efforts. Customer profiles contain details on the type of content your target audience tends to engage with and the platforms they prefer to see it on.

Analysis 195

Analysis Customer Retention Customer Journeys Customers 195

Kayako

SEPTEMBER 9, 2022

Conversations are an important element in improving the customer journey, which can lead to higher brand loyalty and longer customer lifetime value. The best way to understand conversational customer engagement is to think about it from the customer’s point of view. Provide an Omnichannel Experience.

Tips 156

Tips Customer Journeys Customer Service Omni-Channel 156

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Now, the next hurdle is finding the apt tool or software to help with retention. And that’s probably why you are here, right?

Customer Retention 52

Customer Retention Software Gamification e-support 52