Remove Consumers Remove Customer Retention Remove Lifetime Customer
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The True Cost of Losing a Customer

BlueOcean

TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. But if that interaction also ends negatively, the customer support experience can become the straw that breaks the camel’s back.

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The True Cost of Losing a Customer

BlueOcean

TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. But if that interaction also ends negatively, the customer support experience can become the straw that breaks the camels back.

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10 Ways to Turn Holiday Shoppers into Lifetime Customers

Optimove

If its too cumbersome or time-consuming, the shopper will opt out. How to prevent churn and reactivate customer Download Now >> 2) Offer incentives In addition to offering incentives for the shopper to provide contact, birthday and other information, provide other motivations for the shopper to purchase again after the holidays.

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention.

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Measuring ROI of Customer Centricity-Changes in Customer Value

CCO Council

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

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Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

ijgolding

Customer Service has always been part of their DNA, culminating in the production of the book ‘Exceeding Customer Expectations: What Enterprise, America’s #1 Car Rental Company, Can Teach You about Creating Lifetime Customers’ in 2007. You guessed it – they did. No-one is perfect.

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4 Reasons Why Call Tracking is Crucial to Your Customer Service Targets

CSM Magazine

Now, 54% of customers have higher expectations for customer service compared to one year ago, which has left many organizations reviewing their operations to meet targets. With the consumer journey now favouring omnichannel touchpoints, strategies must act on key metrics whilst still lowering the cost of every interaction.