CloudCherry

SEPTEMBER 23, 2019

Whether a customer is ‘shiny and new’- a phrase used by this week’s ‘Sweets of CX’ guest, Jeannie Walters – or a loyal, long-time supporter of your brand, it’s all about keeping the healthy relationship going. Request a demo. The post Roadblocks on How to Fix Customer Retention appeared first on CloudCherry.

Customer Retention 150

Customer Retention Customer Journeys How To Consulting 150

InMoment XI

OCTOBER 30, 2024

Here are a few key reasons why it’s important for companies to embrace a customer-centric approach: It enhances customer retention and loyalty. A positive customer experience fosters trust and satisfaction. Customers who feel valued are more inclined to renew policies and become loyal brand advocates.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

NOVEMBER 7, 2024

Automation The automation pillar of customer experience automation refers to tactically scheduling, triggering, and handling responses based on customer interactions. This allows your brand to keep up with customer expectations 24/7.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. Customer satisfaction results in positive reviews and testimonials. This feedback supports brand reputation management efforts, attracting high-quality prospects. Therefore, better customer service lets you generate valuable leads without stretching your marketing budget.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

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. Optimove Insights show that up to 60% of monthly customers may not return for a second purchase.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

MARCH 6, 2025

Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line. Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers. Finally, the strategy must remain flexible.

B2B 339

B2B Customer Journeys How To Effort Score 339

Calabrio

MARCH 25, 2025

And, after having a negative experience with a chatbot, 30% of consumers said they’d simply go to another brand. A well-designed chatbot will mean your customers can chat with your brand with ease, encouraging them to stick around longer and directly benefiting your bottom line. The takeaway?

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

Calabrio

MARCH 25, 2025

Growing in tandem along with the latest AI innovations busy transforming the role and capabilities of the modern contact center, todays VoC tools play a key part in shaping the future of customer experience, marketing, and beyond. Ready to harness the true voice of your customer, and empower your agents to deliver exceptional experiences?

Software 130

Software Customer Journeys Tools Contact Center 130

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Book a free demo today. With agents themselves, its no different.

Call Center 130

Call Center Measurement Self Service How To 130

SurveySensum

NOVEMBER 1, 2024

Loyalty is a brand.” — Shep Hyken. Brands that excel in cultivating loyalty experience 2.5X Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. What is Brand Loyalty? Why Brand Loyalty Matters?

Loyalty 52

Loyalty Customer relationships Brands Sales 52

InMoment XI

SEPTEMBER 17, 2024

With younger generations becoming the dominating force in the overall consumer base it is more important than ever to be able to identify their needs and understand how they want to interact with your brand. The customer journey is so important because it is the foundation on which customer acquisition and customer loyalty are built.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Gap Between Customer Expectations and Product Performance. Change in Customer Goals.

Customer Retention 94

Customer Retention e-support Analysis Customers 94

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. And when more than half of customers say theyll switch to competitor after just one bad service experience, meeting these demands head-on requires more than just hoping for the best. The stakes have never been higher.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Comm100

NOVEMBER 29, 2021

Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. Shep Hyken, a customer service and experience expert, backs up this belief in the agent experience: “Our agents on the front line are more than just customer support. Maybe even brand evangelist.

Trends 262

Trends Customer Service Chatbots Omni-Channel 262

Comm100

NOVEMBER 29, 2021

Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. Shep Hyken, a customer service and experience expert, backs up this belief in the agent experience: “Our agents on the front line are more than just customer support. Maybe even brand evangelist.

Trends 227

Trends Customer Service Chatbots Omni-Channel 227

InMoment XI

SEPTEMBER 5, 2024

Often applied as a market research technique by firms looking to achieve a better and more complete understanding of the customer, Voice of the Customer can also help companies measure and understand the experiences that they deliver to customers. This will allow you to decrease customer churn and improve customer retention.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What are the Advantages of Omnichannel Customer Experience?

Omni-Channel 195

Omni-Channel Customer Experience Social Media Self Service 195

InMoment XI

AUGUST 19, 2024

Proving the ROI of customer experience (CX) is challenging for several reasons: Intangible Benefits: Many benefits of a positive customer experience, such as increased customer loyalty, brand reputation , and customer satisfaction, are intangible and difficult to quantify directly in monetary terms.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Incorporate Customer Feedback.

Customer Retention 90

Customer Retention Customer Journeys Customer Success Strategy 90

InMoment XI

JULY 24, 2024

These services include things like consulting, training, and ongoing support aimed at optimizing every touchpoint in the customer journey. By leveraging CX services, companies can gain deeper insights into customer needs, improve customer satisfaction , and drive brand loyalty. Ready to elevate your CX?

Technology 195

Technology Customer Experience ROI Consulting 195

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX). Book a free demo today to learn more.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

InMoment XI

OCTOBER 4, 2024

A customer’s experience doesn’t start and end with purchasing your product or service. It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. It helps brands track, analyze, and organize each customer interaction with them.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

AUGUST 1, 2024

Customer sentiment is the emotions and attitudes expressed by customers towards a brand, product, or service. By analyzing customer sentiment, businesses can gain valuable insights into how their customers perceive their offerings and overall brand experience. Why is Customer Sentiment Important?

Measurement 195

Measurement Effort Score How To Hotels 195

AskNicely

AUGUST 1, 2018

You want to show them that not only are you on top of their request, but you can give them the results they are looking for — customer retention and growth. It’s tempting to simply download your customer list and send out a single NPS survey, but a rock-solid NPS program is much more than a single survey. Book a Demo.

NPS 150

NPS Net Promoter Score Tips Customer Retention 150

Optimove

JANUARY 6, 2025

This post will show the value of multi-time customers and give tips on driving customer loyalty and increasing profits. When First Timers Make a Second Purchase: 39% of fashion and beauty customers return to make a second purchase within the first month, and 62.5%

Fashion 59

Fashion Gamification Omni-Channel Loyalty Programs 59

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

Optimove

FEBRUARY 11, 2025

Just as the Macrodata Refinement team in Severance detects anomalies to reveal underlying trends, marketers can mine customer data to anticipate needs and personalize interactions. Leveraging these insights transforms marketing from a reactive to a powerful predictive discipline, giving brands a decisive edge.

Data 64

Data Social Media Trends Analytics 64

InMoment XI

APRIL 8, 2025

These insights guide strategy for delivering positive experiences that boost customer retention and satisfaction. It analyzes sentiment, intent, and tone to highlight recurring issues and areas for improvement in customer relationships. Customers feel heard and valued, increasing their brand loyalty over time.

Sales 195

Sales Marketing Effort Score Net Promoter Score 195

SurveySensum

OCTOBER 22, 2024

Boost Customer Engagement : 90% of people buy from brands they follow on social media , making it an effective channel to not only gather valuable feedback but also create brand visibility and drive business. In fact, 53% of consumers are more likely to shop with brands they can interact with on social platforms.

Social Media 52

Social Media Survey Customer Engagement Engagement 52

BirdEye

MARCH 6, 2025

In fact, 71% of customers say they dont intend to shop with a brand if they lose trust in it. This also highlights the role of customer experience in an organization and the potentially dire consequences when expectations aren’t met. This level of support enhances customer loyalty and keeps brands top of mind.

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

InMoment XI

AUGUST 9, 2024

Think of your favorite clothing brand. Why is that brand your favorite? The way you feel about that brand is because of the customer experience you have every time you make a purchase. The customer experience you have with a brand will cause you to be a lifelong customer, or never shop there again.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

CloudCherry

AUGUST 26, 2019

A separate research report by CustomerThink revealed that 74% of organizations with CX initiatives believe customer experience will overtake price and product as the key brand differentiator by 2020. Organizations can no longer assume they’re achieving “customer delight” by relying on traditional digital marketing tactics alone.

B2B 199

B2B Conference Metrics B2C 199

SurveySensum

OCTOBER 17, 2024

This helps improve descriptions, pictures, product quality and customer experience as a whole. Boosts Customer Retention Satisfied customers are more likely to become loyal customers in the long run. report, increasing customer retention by 5% can result in an improvement of over 25% in profit.

Analytics 52

Analytics Feedback Social Media Self Service 52

SurveySensum

MARCH 24, 2025

65% of customers said they have changed to a different brand because of a poor experience , making it crucial to address concerns early. According to HBR , a 5% increase in customer retention can boost profits by 25% to 95%. Addressing negative feedback promptly can turn dissatisfied customers into loyal advocates.

NPS 52

NPS Feedback How To Effort Score 52

SurveySensum

APRIL 16, 2025

These surveys provide clear, quantifiable comments that let you: Quantify customer sentiment with measurable insights Improve customer retention & advocacy Understand whats working well and what needs fixing to create loyal customers. Automating Surveys for Lead Nurturing & Retention What is it?

CRM 52

CRM Survey Feedback Touchpoint 52

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. Schedule a demo today to see what InMoment can do for you! Sources: Sinch.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243