Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. According to experts, about 50% of your customers churn naturally every five years.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

Lumoa

OCTOBER 12, 2020

Every customer-centric business strategy centers around putting the customer at the core of their business, and that means closing the customer feedback loop. While surveys like NPS, CSAT, CES , or market research can be helpful tools for understanding your customer base, they come with their own share of challenges.

Feedback 195

Feedback How To NPS Customer Centricity 195

SurveySparrow

APRIL 26, 2020

In this article, we are going to discuss how we can get more case studies, reviews, and customer testimonials using NPS. What’s Special about Getting Customer Testimonials? Getting customer’s testimonials is essential these days as people believe the word and experience of similar ones like them. If yes, then how?

Case Study 52

Case Study NPS Study Survey 52

CSM Magazine

JANUARY 15, 2025

Well explore the signals that indicate your customers interest is fading and, more importantly, how you can turn things around. Customers expect solutions, not more questions. Make sure your communication feels like a conversation, not a sales pitch. You cant afford to sit back and wait for customers to voice concerns.

Chatbots 52

Chatbots Case Study Communication Interaction 52

CX Centric

APRIL 24, 2021

The almost four and a half decades old organisation then noticed a decline in both member retention and sales of new memberships. They can now distinguish between different customers based on how they interacted with their assets. It was thus Mandisa’s job to change all that.

Case Study 52

Case Study Study Analytics Financial 52

Retently

JUNE 28, 2022

Over time, the reviews and ratings of your enthusiastic customers can add up, rewarding you with stronger rankings, more traffic, more downloads, more sales, and as a result – more revenue. Both these systems are easy to implement, and the reaped benefits will be of significant impact on the customer base.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Lumoa

APRIL 1, 2020

Using a customer insight strategy to measure how customers really feel helps you create more meaningful features moving forward. Not only does it make for better experiences overall, but it allows you to take a data-driven approach to tailor every customer’s experience. Every company’s customer base is different.

Customer Insights 195

Customer Insights Strategy Customer Journeys How To 195

Kayako

AUGUST 7, 2019

The customer journey is the sum of all the touchpoints and experiences your customer has when interacting with your business. This can start from the first marketing touch, such as an advertisement, all the way through to post-sales support and retention. .

Customer Experience 187

Customer Experience How To Comparison Customer Journeys 187

Amity

JULY 26, 2017

When making the case for Customer Success, make sure you understand what Customer Success can actually bring to the Sales team and how it will power not only retention and expansion but also acquisition. Offload Your Sales Team. Allow New Sales to Grow Your Book of Business.

Sales 57

Sales Customer Success Case Study Customer Centricity 57

InMoment XI

FEBRUARY 12, 2024

The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback. On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Vonage

JULY 27, 2015

And seeing as some of the world’s most demanding consumers make up Truphone’s customer base (time-pressured executives working in global markets); a fast, efficient and reliable service is essential. An example of where we’ve helped to create a scalable customer service team for a customer is PhotoBox. Image from Pixabay.

Technology 120

Technology Infographics Case Study Retail 120

Kayako

DECEMBER 3, 2015

And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. Maybe you could send over some case studies – like these ! – that show just how investing in customer service can impact the bottom line. Understand your business’s motivations and aspirations.

Customer Service 120

Customer Service How To Case Study NPS 120

Horizon CX

DECEMBER 1, 2023

Strategic Milestone: Apple’s success in customer experience contributes to its strategic milestone of brand loyalty. Perceived Need: A Prerequisite for Success: In sales, the concept of perceived need is fundamental—if a potential buyer does not recognize a need for the product, no sale is possible.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

InnerTrends

DECEMBER 2, 2019

The fast signup vs. considered signup was argued by Basecamp for years and even experimented on (see the case study at the end of the article). However, Kissmetrics seems to have now moved towards a scenario typical for companies interested in the quality of the leads, who employ a sales team to convert them.

Case Study 105

Case Study Study Metrics Strategy 105

Thematic

OCTOBER 30, 2024

VoC analysis helps businesses identify what drives customer loyalty and satisfaction, enabling them to implement changes that resonate with their audience. By addressing issues highlighted by customers, companies can build stronger relationships, resulting in a loyal customer base that is less likely to switch to competitors.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

NobelBiz

JANUARY 28, 2025

Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others. A strong NPS indicates a loyal customer base. Delays frustrate customers and negatively impact satisfaction.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Retently

MARCH 17, 2025

hours due to high ticket volume after Black Friday sales. Final Thoughts: Turning Data into Action A Performance Matrix isnt just about tracking numbers but making data-driven decisions that improve customer experience and help support teams succeed. more shipping issues during holiday sales). Spot seasonal patterns (e.g.,

Report 90

Report How To Effort Score NPS 90

Maz Iqbal

OCTOBER 2, 2014

Its sales dropped by nearly 2% in the year to June while those of its closest rivals, Asda (which is owned by Walmart) and Sainsbury’s, rose by 3% or better. As a result the stores become less and less attractive over time. You might want to keep in mind that which many remind me of: business is not altruistic.

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

BirdEye

AUGUST 24, 2023

Customer marketing is a marketing strategy that targets existing customers with the goal that they will buy again and become brand evangelists. Your sales team has to do the heavy lifting to persuade a prospect to sign on as a new customer. Bringing people to your door is only half the battle.

Strategy 98

Strategy Marketing Customer Retention Loyalty 98

Thematic

MARCH 2, 2025

But customer insights—gathered through customer experience insights and customer review analysis —could uncover that customers leave because they find shipping costs too high or the checkout process too complicated. In short, customer insights turn data into meaningful, business-changing decisions.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. ” Chat helps sales in four key ways: 1. The result?

Sales 48

Sales e-support Contact Center Abandon Rate 48

Totango

AUGUST 21, 2020

Improve internal processes for collecting, analyzing, and utilizing customer data for more effective strategizing. All of the above, of course, will ultimately also contribute to overall customer-centric growth for your enterprise. Case Study: Monster. ” Scaling Customer Success. Case Study: Zoom.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

BirdEye

AUGUST 7, 2023

13 Auto repair marketing strategies you should check out Strategies to retain existing customers Trends in auto repair marketing in 2023 What are the best platforms for advertising auto repair services? PPC ads target customers based on their demographics, so you never waste money on users that aren't near you.

Strategy 52

Strategy Sales Marketing Social Media 52

BirdEye

JUNE 22, 2023

Providing prompt customer service or live chat options can inspire quick purchasing decisions and enhance their customer experience. These customers can be challenging. Yet, with the right approach, they can be huge assets in your sales funnel. Engage with these customers often and understand why they stay loyal.

Case Study 98

Case Study Social Media Loyalty Customers 98

Gainsight

JANUARY 17, 2020

They surface challenges and try to create a solution for the customer. We hold monthly meetings with our sales and pre-sales teams to learn more about the questions they’re getting asked during demos or suggestions from prospects. A: We prioritize feedback by asking ourselves, “ How does this impact the customer base? ”

Feedback 117

Feedback Roadmap ROI Case Study 117

BirdEye

NOVEMBER 15, 2023

By building a presence across popular retail review websites, you can: Boost brand visibility and awareness Build credibility and trust Improve local SEO and overall online reputation These efforts will help you attract new customers, retain existing ones, drive immediate sales, and foster long-term growth. Watch the Free Demo Now.

Retail 111

Retail Brands Consumers Case Study 111

Amity

APRIL 3, 2017

As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be! But, what I will say is make sure you segment your customers appropriately (by MRR, CSM, Sales, etc.), Products Purchased.

Measurement 70

Measurement Effort Score Case Study Net Promoter Score 70

SurveySensum

DECEMBER 4, 2024

You don’t want your customers overwhelmed or frustrated. Also, it is essential to consider factors such as response rates, size of the customer base, and customer segments while launching the NPS survey in banks. Gain real-time insights with SurveySensum’s NPS software to drive customer retention and loyalty!

Banking 52

Banking NPS Financial Net Promoter Score 52

LiveChat

JANUARY 3, 2019

The first post on our list is the LiveChat case study about the long way to reach 100k unique views on our blog. Shopify customer service – best practices to implement in your business. Another case study on my list comes from Mateusz, LiveChat Marketplace Specialist and my office neighbor.

Case Study 59

Case Study Chatbots Study Tips 59

PeopleMetrics

FEBRUARY 26, 2018

the folks they've endeared themselves to since the start of the sales pursuit. "We That's great, but the fact is that end-users are your customers too. This can be customized based on whether the user was happy or had a complaint. We love these guys!".

NPS 96

NPS Net Promoter Score Company Roadmap 96

Comm100

APRIL 25, 2018

When your customers only have to sit back and have everything done for them, they will definitely keep on coming back. A Case Study: Richmond Telephone Company. The Boston Globe named the tiny company “the industry antidote” to robotic customer service. Quality of product/service, and. An effortless experience.

Self Service 104

Self Service Company How To Effort Score 104

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys Advertising 107

ProProfs Chat

JUNE 21, 2019

Needless to say, it is one of the most important metrics for your business to consider when you plan your marketing, loyalty programs, and sales processes. Your customer retention strategy depends on the lifecycle of your business. All you want to focus on at this stage is growing your customer base. Source: Intuit.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Beyond Philosophy

SEPTEMBER 26, 2024

Hill has views on personalization and has some case studies of work he has done with other clients that he can share. In other words, individualized content was 4,400% more effective at driving sales than general communications. Hill says this study used five or six categories in the digital marketplace over a year.

How To 88

How To Communication CRM Study 88

ChurnZero

NOVEMBER 20, 2020

Third-party software review sites aren’t only a Sales and Marketing tool to drive brand awareness and lead generation. Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. Protect your customer base using competitor intel that’s hidden in plain sight. Q&A Recap.

How To 98

How To NPS Net Promoter Score Sales 98

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100