Feedbackly

MAY 28, 2021

IVALO.COM boosted their NPS by a magical 41% and doubled the customer retention rate only during the time of 6 months. Feedbackly had a chance.

Case Study 98

Case Study Customer Retention Study NPS 98

Beyond Philosophy

DECEMBER 8, 2014

Blogs Customer Experience Employee Experience Customer experience customer experience management Customer Experience Program Customer Management customer research customer retention customer satisfaction customer service Emotional Experience employee engagement'

Case Study 142

Case Study Employee Engagement Study Engagement 142

Beyond Philosophy

OCTOBER 4, 2019

Case Study: RICOH Printers (Canada). I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. Some companies get their Customer Experience right, and we can all learn a lot from their journey. However, not every cause is lost.

Case Study 21

Case Study NPS Net Promoter Score Study 21

InMoment XI

NOVEMBER 25, 2021

In the world of customer experience, predictive modelling means using data to predict the future needs, wants, and behaviours of your customers and employees. My name is Ton Luijten, and I’m a Customer Success Director for InMoment, as well as the Data Science Lead for the APAC region.

eBook 370

eBook Case Study Exercises Customer Retention 370

ijgolding

OCTOBER 7, 2015

CASE STUDY 1 – Weleda. Despite this, they do recognise that there is a need to get BETTER at managing the Customer Experience – and I absolutely TRUST them to be true to their word! CASE STUDY 2 – Old Mutual Zimbabwe. Zimbabwe is one of the countries I have been blessed to visit in 2015.

Case Study 120

Case Study Study Customer Experience Financial 120

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. Sept 16, 2024). Ernst & Young Insights.

B2B 339

B2B Customer Journeys How To Effort Score 339

ijgolding

FEBRUARY 3, 2015

Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels'

Hotels 120

Hotels Case Study Study Travel 120

Uniphore

JANUARY 4, 2022

Case Studies. How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Conversational AI Platform. U-Self Serve.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

Help Scout

AUGUST 22, 2023

Improve customer loyalty with this list of 16 customer retention strategies that are backed by academic research and case studies on consumer behavior. Read the full article

Customer Retention 89

Customer Retention Strategy Case Study Study 89

Michel Falcon Experience

APRIL 3, 2019

Now, this is how customer journey mapping is going to improve your customer experience. Red is where customer retention is being negatively impacted. And green are the interactions that your customers absolutely love you for. I want you to go through every single interaction and label it: red, yellow, or green.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 92

Customer Retention How To Net Promoter Score Effort Score 92

Beyond Philosophy

SEPTEMBER 8, 2022

It could be increased market share, improved NPS, or higher customer retention. In this phase, you also need to get the voice of the customer and the voice of the process. We explore the many reasons why customers do what they do—and what you should do about it. – A case study appeared first on CX Consulting.

Case Study 97

Case Study ROI Study Customer Experience 97

Lumoa

AUGUST 25, 2020

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. Talking about customer retention, you possibly already know the merits of investing time and money in keeping your existing customers satisfied and hooked.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

inSided

NOVEMBER 10, 2022

In 2021, Gong customers tasked the Revenue Intelligence platform to find a way to bring them together to share and learn from one another. This led Gong’s CCO, Eran Aloni, to implement a community as the central part of its customer strategy.

Case Study 52

Case Study Customer Retention Study Customers 52

Totango

APRIL 9, 2019

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 76

Customer Retention How To Effort Score Case Study 76

ClientSuccess

JANUARY 25, 2021

Here are a few ways to bridge the gap between customer success and marketing to help improve retention and potentially even provide more satisfaction to customers: 1. Case Studies. Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Kayako

AUGUST 12, 2022

Bottom line, personalized customer service is important because it increases customer satisfaction and customer loyalty. Increased loyalty results in higher customer retention, reducing expensive churn and increasing customer lifetime value (CLV).

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

SurveyGizmo

SEPTEMBER 13, 2017

The ASK LISTEN RETAIN program is a revolutionary online tool aimed at gauging customer satisfaction, building customer loyalty and enabling customer retention that works in combination with either telephone based customer satisfaction surveys and/or online surveys.

Case Study 60

Case Study Study Customer Experience Survey 60

Kayako

MAY 11, 2017

Also, look for information related to what your target customers think about your competition. Consult company-specific case studies and product reviews, as well as industry-wide data and statistics collected by third-party companies. Providing case studies and other testimonial content from previous customers.

How To 248

How To Case Study Customers Industry 248

Education Services Group

JULY 27, 2021

But my favorite way to showcase your past successes and your current abilities to the world is by telling a customer’s success story with a case study. Case studies can be some of the most powerful content because they tap into one of the most powerful methods of communicating – storytelling.

Case Study 52

Case Study Study Social Media Customer Success 52

ProProfs Chat

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

Calabrio

APRIL 11, 2025

Case Study: The Real-World Potential of Better Contact Center Training The principles and training methods discussed in this guide aren’t just theoretical. ” Use the data and feedback collected to regularly review and update your training content, methods, and overall program. A stagnant plan quickly becomes outdated.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Totango

DECEMBER 10, 2019

When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. Let’s explore why customer retention for B2B is so important and how you can make it happen. Retain Customers for Life.

Customer Retention 65

Customer Retention B2B How To Trends 65

Calabrio

MARCH 5, 2025

Meanwhile, the AI-powered Trending Topics feature can be used to automatically sort all your conversations into a prioritized list of about 100 of your customers most common concerns. VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training.

Contact Center 100

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

C3Centricity

AUGUST 6, 2024

.” But a lot has changed in the past year, which is why I decided to update my suggested solutions to the latest obstacles businesses face when pivoting to a customer-centric approach. As before, I provide supporting data and some inspiring case studies to get you going. times higher customer retention and 1.9

Strategy 156

Strategy Customer Centricity Culture Case Study 156

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

rethinkCX

FEBRUARY 13, 2025

Ensure Strong Security and Compliance Measures Protect customer data with secure communication protocols and encryption. Case Study: How Outsourcing Transformed a Growing E-commerce Brand A mid-sized e-commerce company struggling with increasing customer service demands partnered with an outsourced support provider.

e-support 52

e-support Case Study Social Media Customer Satisfaction 52

Influitive

MARCH 23, 2018

Going where no company has gone before: finding a scalable way to boost customer retention Rosetta Stone, the leading provider of language-learning software, has been helping learners around the world master new languages for more than 25 years.

Customer Retention 75

Customer Retention Software Customers Case Study 75

Feedbackly

MAY 16, 2024

The Finnish clothing store chain Kekäle wants to differentiate itself from competitors by offering customers the best emotional experience in the industry, and measures it with the Emotional Value Index (EVI®). We needed a service that could help us understand our customer experience better,” stated Joonas Kekäle, CEO of Kekäle.

Case Study 105

Case Study Effort Score Ecommerce Touchpoint 105

Bob Hayes

APRIL 29, 2018

Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your customer acquisition efforts. Increase Revenue. Improve Marketing.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

Bob Hayes

APRIL 29, 2018

Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your customer acquisition efforts. Increase Revenue. Improve Marketing.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

rethinkCX

FEBRUARY 17, 2025

Why Customer Loyalty Matters Loyal customers are not only repeat buyers but also brand promoters who drive word-of-mouth marketing. Studies show that increasing customer retention by just 5% can boost profits by up to 95% ( Harvard Business Review ). Key Psychological Drivers of Customer Loyalty 1.

Loyalty 52

Loyalty Brands Loyalty Programs Rewards Programs 52

CustomerSuccessBox

APRIL 9, 2021

Why choosing the right Customer Retention Software has become so important for B2B SaaS Business? To know the answer, let’s have an overview of how customer retention works for B2B SaaS Business. This is where B2B Customer Retention software becomes imperative for a growing subscription business.

Customer Retention 52

Customer Retention Software Effort Score B2B 52

Lumoa

MAY 19, 2020

Finally, in a whitepaper published by Adobe, researchers found that experience-driven businesses outperform the competition in several metrics, including return on ad spend, average order value, and customer retention. Lumoa’s simple and fast AI platform sends you warning signals about customers, employees, and markets.

How To 243

How To Multi-Channel Return on Investment Study 243

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Kayako

SEPTEMBER 9, 2022

Conversational customer support is important to customer relationship management because the quality of the conversation defines a customer’s experience, which influences customer retention and loyalty. Use Context to Deliver Personalized Customer Interactions.

Tips 156

Tips Customer Journeys Customer Service Omni-Channel 156

ChurnZero

MARCH 14, 2025

Lifetime value (LTV) Formula: Average revenue per customer x customer lifespan Why it matters: Helps track total value a customer brings over time, ensuring short-term gains dont come at the expense of long-term success. 5: How do you capture the value that customer success brings to sales?

Customer Success 52

Customer Success Case Study Sales Customers 52