CSM Magazine

NOVEMBER 12, 2024

This understanding has pushed customer retention to the forefront in many businesses today. Yet, while companies have embraced new marketing strategies, retention strategies often lag, with many relying on outdated methods. Blanket discounts have long been the go-to method for publishing companies to drive customer retention.

Customer Retention 59

Customer Retention Competitive Advantage Analytics Travel 59

InMoment XI

OCTOBER 24, 2024

Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. Research shows that loyal customers are 64% more likely to make more frequent purchases from your business than regular customers.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel 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? They implemented enhanced security protocols, which were then rolled out across all clients, benefiting not just the original requesters but their entire customer base.

Feedback 513

Feedback ROI Innovation B2B 513

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. Learn from Industry Experts. Register Now.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

eglobalis

DECEMBER 4, 2024

Example: Siemens collaborates with regional partners to implement tailored solutions for industrial automation. CX as a Discipline Drives Competitive Advantage In B2B industries, CX is a differentiator that creates loyalty and drives business outcomes.

B2B 419

B2B Culture Government Innovation 419

Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. That’s why customer retention is so vital for businesses of every stripe. Stand Behind a Social Mission.

Customer Retention 123

Customer Retention Loyalty Strategy Loyalty Programs 123

InMoment XI

OCTOBER 23, 2024

Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before: It helps build trust during uncertain times. In a period of financial anxiety, customers are looking for institutions they can trust. Offer industry-specific solutions and insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

MARCH 5, 2024

By focusing on the customer, encouraging innovation, reducing risk, promoting collaboration, and providing a competitive advantage, Design Thinking can significantly enhance the outcome of digital transformation initiatives, leading to improved customer experience and business success.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

CSM Magazine

DECEMBER 17, 2024

Customer satisfaction is enhanced by the fact that they can get assistance at any time, and this also helps in building better relationships with clients. Increased Customer Retention and Loyalty When you make sure your customers always have access to help, theyre more likely to trust you and stick with your business.

Competitive Advantage 52

Competitive Advantage Customer Retention Customer Satisfaction Loyalty 52

Thematic

DECEMBER 5, 2018

Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. What is customer retention? Why is customer retention important?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Alida

JUNE 23, 2017

If there were any doubts that the grocery industry was on the verge of a major disruption, Amazon’s acquisition of Whole Foods just put it to rest. By buying Whole Foods, Amazon now has the physical presence to compete with industry incumbents. Contrary to popular belief, Amazon’s biggest competitive advantage is not innovation.

Retail 153

Retail Competitive Advantage Customer Centricity Innovation 153

TeamSupport

APRIL 26, 2019

Many are turning to emerging technologies and processes, like the ones below, to develop customer-centric strategies. How to optimize the B2B customer experience for a competitive advantage. Automation is a popular topic in the B2B industry, namely for its potential to add layers of efficiency and convenience.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

BlueOcean

OCTOBER 4, 2023

Likewise, we know that offering live agent support for Spanish consumers is a competitive advantage in many markets in the U.S. We believe that everything from the quality of the interaction to factors like handle time and first resolution are positively impacted by an onshore Canadian solution.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

PeopleMetrics

FEBRUARY 6, 2025

Tying CX to Financial Performance: AI can connect NPS, CSAT, and other CX metrics to customer retention and revenue growth, showing direct ROI. Benchmarking Against Competitors: AI can analyze social sentiment and industry trends, proving whether CX is a competitive advantage or a liability.

Leadership 62

Leadership Competitive Advantage Effort Score NPS 62

CSM Magazine

OCTOBER 30, 2024

Before we jump into funding options, let’s briefly discuss why investing in customer service is essential: Customer Retention : Great customer service leads to increased customer retention, reducing churn rates and increasing lifetime value. Cons: Competitive application process.

Customer Service 52

Customer Service Government Competitive Advantage Financial 52

InMoment XI

FEBRUARY 2, 2024

Major Hospitality Conglomerate Masters The Art of Engagement At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement.

Hospitality 195

Hospitality Call Center Retail NPS 195

InMoment XI

NOVEMBER 15, 2023

Customer Churn Rate : Customer churn rate quantifies the percentage of customers who stop using a company’s product or service over a specific period, helping businesses gauge customer retention and identify potential issues. Customization and Flexibility : Every business has unique goals and challenges.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Nonetheless, various customer experience survey methodologies and metrics are used across industries and serve as a great place to start as you grow your program.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

InMoment XI

SEPTEMBER 12, 2024

It’s important to keep track of how many customers leave and why they leave so that you can make the right adjustments for future customers and hopefully improve customer retention. That’s why businesses need to keep track of customer churn, which is the metric used to measure how well you are retaining customers.

Analysis 195

Analysis Social Media Customers Measurement 195

InMoment XI

JANUARY 2, 2023

As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage. Not only does exceptional customer experience make customers happier, it drives desirable customer behavior. What Is Customer Experience?

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Kayako

JULY 7, 2016

Perhaps the customer support agent might try to plead with you to not cancel your contract, but ultimately they should respect your request. Block called customer retentions to cancel his contract with Comcast. But not for former Engadget editor-in-chief Ryan Block.

Customer Service 169

Customer Service Competitive Advantage Hotels Social Media 169

InMoment XI

FEBRUARY 5, 2024

Whether you operate in retail, financial services, insurance, or any other industry, consumers will not purchase your product or services if you have poor Google business reviews. New Opportunities: Similarly to insights, reviews can also unveil new opportunities to introduce or improve something that your customers want.

Competitive Advantage 195

Competitive Advantage Software Guidelines Hotels 195

CSM Magazine

FEBRUARY 19, 2025

Industry-specific glossaries that allow you to ensure accurate translations of technical or niche terms in your field. Accurate translations mean fewer misunderstandings, leading to smoother customer interactions. For Businesses: Global Market Reach : Engage with customers from varying markets and regions.

Software 52

Software Customer Service Connections e-support 52

BirdEye

MARCH 6, 2025

From cutting costs to streamlining operations and improving customer retention , there are multiple reasons why they matter to businesses of all sizes. Heres how they can help: Reducing costs while boosting efficiency AI chatbots can cut customer service costs by up to 30%. The result?

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

Horizon CX

APRIL 1, 2024

The Business Case for Customer Experience Maturity The benefits of achieving higher levels of customer experience maturity are clear. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. However, despite these compelling statistics, the reality remains stark.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

ShepHyken

OCTOBER 2, 2023

Customer service should not be viewed solely as a cost center but as an opportunity to enhance customer experience, generate revenue, and improve customer retention. Plus, Alex shares what they are doing at Hire Horatio to attract, nurture, and keep the best people and create the best customer service and experience.

Competitive Advantage 88

Competitive Advantage Customer Retention Leadership Customers 88

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction.

How To 52

How To Roadmap Self Service Gamification 52

InMoment XI

FEBRUARY 23, 2024

Businesses must balance the benefits of targeting specific segments with the need to remain responsive to individual customer needs and preferences. And we don’t have to tell you that an excellent customer experience will increase the likelihood of customers staying loyal to your business.

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

Michel Falcon Experience

OCTOBER 23, 2014

Voice of the Customer (customer surveys): I believe that most companies are using customer surveys inaccurately (even the best companies). Furthermore, I will give you an blueprint of how to handle customer feedback and why you MUST gather it. How might the academy earn you a raise?

Course 154

Course Training Competitive Advantage Employee Experience 154

SurveySensum

SEPTEMBER 27, 2023

It helps you to retain customers It helps you increase customer loyalty It helps you build revenue It gives you a competitive advantage Customer Support Survey Questions for Different Industries Retail Industry SaaS Industry Automotive Industry Fintech Industry Insurance Industry Conclusion What Is a Customer Service Survey?

Industry 52

Industry Survey Insurance Competitive Advantage 52

SurveySensum

JULY 26, 2023

It’s like a game of “now you see them, now you don’t” with customers jumping ship to competitors in the blink of an eye if they don’t feel valued and satisfied. It is far more expensive to acquire new customers than to retain existing ones and brands understand that. But why is that a big issue?

Customer Retention 52

Customer Retention Retail Strategy Social Media 52

CSM Magazine

MARCH 24, 2022

In retail, the customer is king. It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience.

Retail 119

Retail Self Service Customer Experience How To 119

CCO Council

JUNE 24, 2014

B2C industries tend to see results more rapidly than B2B. Industries with intense competition show heightened impact from the CCO. Chief Customer Officer Customer Centricity Customer Engagement Customer Loyalty Customer Retention' However, this can only be temporary.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage B2C 85

SurveySensum

DECEMBER 18, 2024

STEP 4: At last, benchmark your NPS score industry average. Absolute Method Absolute NPS refers to the straightforward calculation of NPS based on the percentage of promoters, detractors, and passives without comparing it to any external benchmark or industry standard. STEP 3: Subtract % of detractors from % of promoters.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

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

SurveySensum

NOVEMBER 1, 2024

faster revenue growth than their industry peers. Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. Over time, loyal customers keep coming back; you don’t have to spend a fortune to find new customers.

Loyalty 52

Loyalty Customer relationships Brands Sales 52

Storyminers

JULY 6, 2020

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Before starting his firm, Thompson worked in the IT industry for fifteen years.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147