Storyminers

JULY 29, 2016

So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention.

B2C 124

B2C Customer Retention Brands Strategy 124

eglobalis

AUGUST 13, 2024

The company’s structure is vast and complex, divided into numerous groups and subsidiaries that operate in various industries, including electronics, shipbuilding, construction, and insurance. At the helm of Samsung Electronics, the most well-known and profitable division, is Samsung Group, which oversees multiple business units.

e-support 497

e-support Innovation Customer Centricity Loyalty 497

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

InMoment XI

NOVEMBER 2, 2021

Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1: 1: Customer Acquisition. A well-built voice of customer (VoC) program enables organizations to anticipate what new customers are seeking in a brand and thus be ahead of the curve. 2: Customer Retention.

ROI 195

ROI Customer Retention Infographics eBook 195

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 92

Customer Retention How To Net Promoter Score Effort Score 92

eglobalis

SEPTEMBER 16, 2024

Therefore, understanding the needs of each group is essential. C-suite executives should lead this effort, ensuring the organization understands the complexity of the customer journey and invests in advanced analytics tools to segment and map these touch-points.

B2B 361

B2B Strategy Customer Experience Customer Journeys 361

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

ECXO

MAY 20, 2024

Just as you wouldn’t dream of embarking on such a monumental task without a detailed blueprint, a customer success team must never undertake their work without a crystal-clear comprehension of their customer base. So, let’s dive into the thrilling world of customer segmentation and explore its strategic importance!

e-support 177

e-support Self Service Groups Customer Retention 177

InMoment XI

SEPTEMBER 5, 2024

When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases. With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 90

Customer Retention Customer Journeys Customer Success Strategy 90

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Customer Growth Rate.

Customer Retention 66

Customer Retention Metrics Effort Score Net Promoter Score 66

InMoment XI

OCTOBER 4, 2024

Here is how customer experience management helps make that possible for you: It enhances customer retention and loyalty. 83% of customers agree that they feel more loyal to brands that listen to their concerns and resolve their pain points. It increases revenue by bringing more sales from existing customers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

AskNicely

MARCH 30, 2017

Should that be the case, what can you do then to actually figure out how satisfied your customers are? Sure, you could use focus groups or market research – but that stuff doesn’t really work anymore and people have become immune to it. You then categorize people into three groups, based on the number (score) they selected.

NPS 150

NPS Net Promoter Score Customer Satisfaction Survey 150

Daniel Group

NOVEMBER 9, 2024

Welcome to The Daniel Group’s Latest Edition of Success Strategies : Nov. Increase Customer Referrals , dives into the powerful impact of focusing on customer retention. The post Strengthen Your Marketing Strategy with Customer Retention appeared first on The Daniel Group.

Customer Retention 52

Customer Retention Strategy Marketing Conference 52

InMoment XI

FEBRUARY 23, 2024

The main ethos is this: what if we could split our customers into distinct groups—based on specific factors—so we can learn how to market our products to the right people? The 4 Types of Market Segmentation with Examples There are four common types of strategies that businesses use to segment their customer base.

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

Beyond Philosophy

NOVEMBER 10, 2014

Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Experience Investigators by 360Connext

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this?

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. Who needs access to insights—product teams, marketing, customer service, leadership? Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. To understand customers better, businesses should segment them.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Bob Hayes

APRIL 29, 2018

Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your customer acquisition efforts. Increase Revenue.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Bob Hayes

APRIL 29, 2018

Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your customer acquisition efforts. Increase Revenue.

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

CSM Magazine

OCTOBER 30, 2024

Why Invest in Customer Service? 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.

Customer Service 52

Customer Service Government Competitive Advantage Financial 52

ijgolding

NOVEMBER 8, 2016

Competition is a factor, of that there is no doubt, but there can be no denying the effect of a declining customer base. A business that has a great number of people who have a strong interest or admiration for it (FANS), but are not prepared to buy anything (CUSTOMERS), is not one that is going to survive.

Sports 237

Sports Entertainment Airlines Customer Base 237

Amity

SEPTEMBER 19, 2018

To be specific, it is estimated that customers, who had bought from you 2 times before, convert (make a store purchase) 9 times more often than those who were your first time buyers. On top of all that, the whole process of attracting new customers is 6-7 times more expensive than keeping the old ones. Marketing is not enough.

Customer Retention 64

Customer Retention Loyalty Marketing B2B 64

Magellan Solutions

AUGUST 17, 2020

With all the advertisements people see on the internet every day, customers can easily jump from your brand to another if you don’t have strong customer retention strategies. . To make your business thrive, you need to take care of one of the most important assets — your customers. What is Customer Retention?

Customer Retention 52

Customer Retention Strategy Loyalty Exceptional Customer Service 52

Optimove

JUNE 22, 2020

Using loyalty data to power customer retention and reactivation. This is just one methodology ( with three more to download ) that demonstrates how marketers can easily use Optimove to discover customer insights, test their hypotheses, and optimize their CRM campaigns. How’d they do it, you ask?

Customer Retention 52

Customer Retention Loyalty Data Loyalty Programs 52

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

SurveySensum

SEPTEMBER 21, 2023

In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. So, customer retention is indeed crucial. But what is it exactly?

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

Retently

AUGUST 1, 2024

Once you’ve built a steady base of customers, you can “afford” most of the negative feedback. A bad review from an unhappy customer can and likely will hurt your growth, but it’s unlikely to cause your existing customer base to give up on you. Are there external factors that could affect how customers respond?

Net Promoter Score 147

Net Promoter Score Measurement Effort Score NPS 147

CustomerSuccessBox

MAY 17, 2021

So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers. It’s the same thing with your customers. If a large group of people believes your product doesn’t deliver value, then you have significant churn risk. Reduce the time to Onboarding.

Customer Retention 52

Customer Retention Effort Score Touchpoint Analysis 52

Gainsight

OCTOBER 22, 2020

According to research , a modest bump of 5% improvement in retention can result in anywhere from 25% – 95% increase in profits. KBCM Technology Group’s 2020 SaaS Survey Results indicate that the cost to acquire one dollar of new customer Annual Recurring Revenue (ARR) is $1.60., Power improved retention at scale .

Customer Base 59

Customer Base Return on Investment NPS Customer Retention 59

Retently

MAY 21, 2024

Customer Retention : Keeping customers happy is cheaper than finding new ones. NPS helps companies identify the risk of losing customers before it happens. Growth Indicator : A high NPS indicates that customers are likely to bring in more business through referrals, powering the company’s growth organically.

Net Promoter Score 139

Net Promoter Score NPS Culture Survey 139

Retently

AUGUST 23, 2022

If your post-purchase survey only reaches a certain group of customers, it could produce an artificially high or low score, making it difficult for you to take action. For example, if your online store allows both registered and unregistered customers to check out, it’s important that both groups are surveyed.

Net Promoter Score 147

Net Promoter Score Ecommerce Tips NPS 147

Happy or Not

NOVEMBER 20, 2024

By diversifying feedback collection methods, companies can obtain a well-rounded view of customer sentiment and make data-driven decisions that meet the needs of their entire customer base. By tailoring customer surveys to address specific issues, companies can gain actionable feedback directly from their customer base.

User Experience 36

User Experience Customer Satisfaction Feedback Customer Experience 36

CloudCherry

AUGUST 21, 2018

Beyond the satisfaction that you will give your customers, though, proactive support also provides the following benefits: It increases customer loyalty. It decreases customer contact rates. It increases customer retention. Tracking the customer lifecycle. It reduces escalation frequency.

Customer Journeys 150

Customer Journeys Analytics Self Service Analysis 150