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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 Complete Retail Customer Experience Guide

InMoment XI

It can be argued that the customer experience is more important in retail than any other industry. Why is the Retail Customer Experience Important The retail customer experience has become increasingly significant in the success and sustainability of any business operating in the modern marketplace.

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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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Why the End-to-End Customer Experience Should Be A Priority

InMoment XI

The end-to-end customer experience is important because it can be key to retaining customers. 86% of customers agree that they would switch to a competitor after three or fewer negative experiences with a brand. Reduced Costs A good customer experience often results in fewer customer complaints and support tickets.

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Is There a Place for Traditional Surveys in a World Ruled by Social Media?

CSM Magazine

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. Even video is emerging on the customer-feedback scene. Social media and the state of customer feedback.

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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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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.