Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. And this is about more than just customer service. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

OCTOBER 3, 2024

It is increasingly expensive and difficult to improve customer acquisition, which means that it is just as important to keep your current customers happy. Focusing on customer retention will help your organization reduce costs and increase revenue. What Is Customer Retention?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes.

Leadership 238

Leadership B2B B2C Effort Score 238

InMoment XI

OCTOBER 24, 2024

They aim to convert leads to closed deals, identify the most successful business activities, and manage the communication between businesses and current customers. Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Bill Quiseng

DECEMBER 13, 2021

What’s better than gaining a new customer? That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base.

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

InMoment XI

OCTOBER 29, 2024

Use these tips to lay the groundwork for lasting customer loyalty and retention: Simplify everything for your customers. Meet customers where they are. Keep evolving to meet changing customer needs. Focus on effective communication. Build a community around your offerings. Personalize the experience.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 30, 2024

Here’s a quick breakdown of customer expectations by category: Health insurance customer experience : Customers expect easy access to healthcare networks. Clear communication and self-service tools are crucial to their satisfaction. They appreciate proactive communication on potential risks like weather hazards.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

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.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

DECEMBER 10, 2024

These customers are less likely to be swayed by lower prices elsewhere because they see genuine value in your business. Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers. It shows your awareness of potential issues, making customers feel valued and heard. Freshworks.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

InMoment XI

NOVEMBER 9, 2021

An example of a program goal could be: 20% increase in customer retention, 10% reduction in cost to serve, +10% increase in revenue per store year on year. Decide which initiative you will tackle first—will it be customer retention, reducing costs, cross- or upselling, or customer acquisition?

Roadmap 370

Roadmap Customer Experience Customer Retention Financial 370

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

InMoment XI

JUNE 30, 2022

3 Things Customer Experience Experts Had to Say at XI Forum Singapore. Highlight #1: For Customer Retention, Closing the Loop Is a Must. Put simply, “closing the loop” means following up with each dissatisfied customer to try and mitigate their negative experience. These frontline employees need strategic communication.

Customer Experience 396

Customer Experience Employee Engagement Customer Retention Communication 396

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. Learn more about automated customer retention here. #6.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

CSM Magazine

JANUARY 24, 2025

It is crucial for all general marketing purposes, including client retention. To explore exactly why and how this works, here are a few of the many ways high-risk payment solutions can improve customer retention for high-risk businesses. Chargebacks can be frustrating for the customers too, however, when they are not fraudulent.

Customer Retention 52

Customer Retention Customers Industry Customer Satisfaction 52

Happy or Not

DECEMBER 9, 2024

Retaining customers is essential for business growth. At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones.

Customer Retention 36

Customer Retention Analytics Feedback Analysis 36

InMoment XI

NOVEMBER 7, 2024

Improved Personalization While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true. Over 80% of CRM leaders say that AI and automation make customer communication more personalized. This enables more relevant and targeted communication.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

eglobalis

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers.

Feedback 516

Feedback ROI Innovation B2B 516

eglobalis

JUNE 27, 2024

This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Effective communication ensures everyone understands and is committed to the CX vision.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

Uniphore

JANUARY 4, 2022

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. Find out at Uniphore Converse 2022 on. Register Now.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

ECXO

MARCH 15, 2024

The third sin is poor communication. Communication is the golden thread that weaves together the fabric of customer experience. Businesses that fail to communicate effectively or transparently with their customers risk creating an atmosphere of confusion and mistrust.

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

InMoment XI

NOVEMBER 18, 2024

By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability. Improved Customer Retention It is no secret that retaining customers is more cost-effective than acquiring new ones.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

eglobalis

MARCH 30, 2025

Real-world outcomes from comprehensive VoC programs include higher customer retention and satisfaction, precisely because issues are caught and addressed faster. Additionally, utilities deploy AI chatbots and self-service tools to handle routine customer queries (billing, usage questions) instantly.

Survey 326

Survey Banking NPS Effort Score 326

InMoment XI

MAY 10, 2022

Many studies show that repeat customers are likely to purchase more frequently, spend more money, and pay a premium for a product. In addition to generating more income from their own purchases, loyal customers are more likely to refer new customers to the brand, furthering the cycle of customer retention.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

ECXO

JULY 29, 2024

This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Effective communication ensures everyone understands and is committed to the CX vision.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

OCTOBER 23, 2024

Proactively communicate with customers. Keep customers in the loop with personalized messages about account activity, new products, or special offers. Regular communication helps build trust and keeps customers engaged with your services. This will make it easier for users to navigate.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

DECEMBER 4, 2024

The software might require regular updates, bug fixes, and patches, all of which require effective communication with the client. This necessitates a customer success area that is adept in technical knowledge and communication. It indicates the level of customer satisfaction and loyalty towards the software product.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

MAY 3, 2022

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high.

Insurance 370

Insurance Tips Data Return on Investment 370

InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. So how should a CX practitioner go about bridging that gap in communication?

Tips 370

Tips ROI Metrics Touchpoint 370

InMoment XI

NOVEMBER 9, 2021

An example of a program goal could be: 20% increase in customer retention, 10% reduction in cost to serve, +10% increase in revenue per store year on year. Decide which initiative you will tackle first—will it be customer retention, reducing costs, cross- or upselling, or customer acquisition?

Roadmap 259

Roadmap Customer Experience Customer Retention Financial 259

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You did this by formal and informal communication strategies. Imagine yourself a year from today.

Resources 369

Resources Customer Journeys Video Customer Experience 369

eglobalis

JULY 31, 2024

These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences. By automating these processes, businesses can maintain consistent and relevant communication, leading to higher conversion rates and improved customer satisfaction.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

eglobalis

SEPTEMBER 16, 2024

Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top. C-suite executives must set a clear mission that places customer experience at the core of the company’s strategy. Leaders need to communicate the importance of CX across all departments—not just customer-facing ones.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

ECXO

JULY 10, 2024

AI can mitigate survey biases by covering all customers and using operational data to generate insights, facilitating communication within the company. Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions. Customer Lifetime Value (CLV) : Estimates long-term revenue potential from a customer.

Metrics 374

Metrics Analysis Feedback NPS 374

Lumoa

NOVEMBER 8, 2018

Interesting discovery is summed up in HBR article “Stop Trying to Delight Your Customers“ - companies create loyal customers not by “wowing“ them, but by providing effortless experience. Depending on different ways to count your churn rate, it could be either 20%, 200 customers or €20000. Retention rate Customer retention rate?is

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143