NICE inContact

OCTOBER 10, 2019

Talk about customer retention. Customers who have positive associations with a brand are more loyal because they know they can rely on that brand for a positive experience. Let’s look more closely at the link between customer experience and customer retention. The key is knowing more about your customers.

Customer Retention 175

Customer Retention Customer Experience Contact Center Customers 175

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. At the same time, B2B customer expectations have risen.

Leadership 232

Leadership B2B B2C Effort Score 232

Optimove

JANUARY 2, 2025

Dont Be Noise: Elevate Customer Loyalty in the Age of Marketing Fatigue In a world where customers are bombarded with choices, loyalty is no longer about sticking with the familiarits about earning trust and staying relevant. The post Optimove Insights: 2025 Consumer Marketing Fatigue Part 2 appeared first on Optimove.

Consumers 76

Consumers Marketing Loyalty Programs Customer Retention 76

InMoment XI

MAY 2, 2024

Almost all consumers, 95% to be exact, will read an online review before purchasing a product. To manage your reputation and actively use customer feedback in your business operations, you need to implement strategies that are efficient, effective, and scalable. In retail, the power of the review is stronger than ever.

Retail 195

Retail Customer Retention Strategy Management 195

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. They integrate with apps, websites, and social media to provide a consistent customer experience across all channels.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

NOVEMBER 21, 2024

As a result, you can increase your market share with this customer-centric approach. Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead. InMoment offers churn prediction capabilities to help businesses understand why and which customers may churn.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Consumer Trends Report. ( [link] ). References HubSpot.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

inQuba

MARCH 12, 2025

By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. This post will explore how to effectively measure and optimize emotional marketing strategies to achieve better sales and customer retention.

ROI 52

ROI Customer Retention Connections Measurement 52

BlueOcean

OCTOBER 21, 2024

TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. The LTV calculation can play an important role in determining the ROI of your customer care team and specifically, the customer save team.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. However, Samsung’s influence extends far beyond consumer electronics.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

ReviewTrackers

MARCH 31, 2021

Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. According to Hubspot, the insurance industry is tied for the third-highest customer acquisition cost at $303.

Insurance 123

Insurance Customer Retention Industry How To 123

ReviewTrackers

MARCH 24, 2021

Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. 80 percent of consumers would switch financial institutions for a better experience. times higher, and their customers are 2.1

Customer Retention 123

Customer Retention Banking Customer Experience Strategy 123

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

OCTOBER 29, 2024

Retaining such a customer might seem simple, but you’ll have to compromise on your pricing model. Convenience-loyal customers appreciate smooth and simple interactions. If you’re easy to find, contact, and buy from, they’ll become long-term consumers. How Do You Measure Customer Loyalty Analytics?

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 30, 2024

Importance of Customer Experience in Insurance A 2023 McKinsey survey of over 8,500 North American insurance customers suggests that CX initiatives are crucial to revenue growth and employee satisfaction. A positive customer experience fosters trust and satisfaction. Accessed 10/17/2024. Accessed 10/17/2024.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

GetFeedback

NOVEMBER 19, 2018

Although there are newer versions of the conversion funnel that track the Retention stage at the end, there’s an even better method of measuring and maintaining customer retention: the loyalty loop. The loyalty loop cuts down the steps for acquiring new customers to just three stages: Consider, Evaluate, and Buy.

Loyalty 220

Loyalty Net Promoter Score NPS Effort Score 220

Brandwatch CX

MARCH 27, 2025

It emphasizes concepts such as customer retention , satisfaction, and lifetime value. It extends content and communications beyond overly promotional messages, intruding into the consumer’s space with a hard sell. On the flip side, bad customer service can ruin a relationship. What is relationship marketing?

Customer relationships 93

Customer relationships Marketing How To Social Media 93

InMoment XI

MAY 3, 2022

Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high. And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers.

Insurance 370

Insurance Tips Data Return on Investment 370

InMoment XI

NOVEMBER 25, 2021

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. I’ve come across many interesting case studies that show how predictive models can be really powerful when trying to sell products or services to your consumers.

eBook 370

eBook Case Study Exercises Customer Retention 370

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

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

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. It is trusted by 92% of consumers. Consumers are asking for personalized experiences.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Calabrio

MARCH 25, 2025

Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. AI-driven assistance means customers can enjoy 24/7 support, faster response times, and immediate access to self-service. However, this doesnt mean chatbots are foolproof. The takeaway?

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

ECXO

JULY 10, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. Companies like Unilever and Siemens use NPS to assess consumer sentiment and identify product improvement areas.

Metrics 374

Metrics Analysis Feedback NPS 374

ECXO

DECEMBER 4, 2024

For instance, implementing a customer success strategy in a Software as a Service (SaaS) organization involves unique approaches compared to deploying the same function in a manufacturing company. The specific KPIs used may vary depending on the company’s goals, industry, and customer segment.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

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

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior The ecommerce landscape is constantly evolving, with new trends transforming the way brands operate and customers shop. Understanding the latest market trends and consumer behavior isn’t just a “nice-to-have” – it’s a game-changer for ecommerce growth.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

CloudCherry

JUNE 13, 2019

Online banking uses Artificial Intelligence or AI that will gather information about their consumer to identify the customer’s needs better and to provide much better customer engagement. These bots ensure constant communication at the same time, address a wide variety of consumer’s needs.

Banking 267

Banking Tools Engagement Chatbots 267

InMoment XI

MARCH 22, 2025

These are all questions CI can answer, helping account managers determine what consumers value most. You can say goodbye to relying on periodic surveys, renewal rates, or gut feelings that never seem to improve customer retention. This can make all the difference when trying to boost customer retention.

Effort Score 195

Effort Score Average Handle Time Contact Center Customer Retention 195

ShepHyken

JANUARY 12, 2025

Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift. Were at the forefront of a revolution that redefines the very essence of customer relationships.

Customer Service 73

Customer Service Customer Retention Call Center Sales 73

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. Firstly, the majority of consumers now want to connect with brands digitally. Grow customer base. The reasons for this are simple.

Omni-Channel 245

Omni-Channel Chatbots Social Media Software 245

Kayako

AUGUST 12, 2022

Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. Customers expect brands to understand their individual journey with the brand. 66% of consumers expect brands to understand their individual needs.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

ijgolding

OCTOBER 24, 2014

Their obsession with growth led them to taking their eye off the ball of why they really exist and what their customers want. They are now in a situation where the behaviour has led to an almost complete erosion of trust with the very consumer that they believed they were working so hard to please.

Retail 290

Retail Financial Report Customer Retention 290

InMoment XI

JUNE 28, 2022

Now, more than ever, it’s vital to monitor, manage, and respond to online reviews from customers in order to accelerate new customer acquisition and improve customer retention—all while driving more authentic connections with customers. This acquisition empowers InMoment customers to do just that!

Analytics 74

Analytics Feedback Report Industry 74

C3Centricity

AUGUST 17, 2020

89% of consumers have stopped doing business with a company after experiencing poor customer service. RightNow Customer Experience Impact Report. Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. Customers 2020 Report. CEI Survey. Bain & Co.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

eglobalis

JULY 2, 2024

B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. European giants like Unilever and Siemens utilize NPS to gauge consumer sentiment and pinpoint areas for product line improvements.

NPS 450

NPS Feedback Net Promoter Score B2C 450

Kayako

SEPTEMBER 14, 2018

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. Our study of 500 consumers and businesses proves it. Customers Buy from Companies That Offer Live Chat. Customers Buy from Companies That Offer Live Chat.

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180