Retently

MARCH 17, 2025

Heres what youll learn: How to structure your recurring CX reports so theyre easy to read and actually useful. Tracks how customer sentiment, retention, and support efficiency have evolved over time. customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year?

Report 90

Report How To Effort Score NPS 90

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

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? Businesses must make informed estimates based on market trends, customer needs, and data. Serving one segment at the expense of the broader customer base can be risky.

Feedback 511

Feedback ROI Innovation B2B 511

Optimove

FEBRUARY 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: The holiday season is critical for retailers as it often brings a surge in sales driven by new and one-time shoppers. Learn more about automated customer retention here. #6.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

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.

Customer Retention 123

Customer Retention Loyalty Strategy Loyalty Programs 123

InMoment XI

AUGUST 1, 2024

Insights into customer emotions and frustrations allow for targeted interventions, leading to smoother interactions and a more positive customer journey. Increased Customer Loyalty : Positive customer sentiment is strongly correlated with higher customer retention and loyalty.

Measurement 195

Measurement Effort Score How To Hotels 195

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

NOVEMBER 18, 2024

By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability. Improved Customer Retention It is no secret that retaining customers is more cost-effective than acquiring new ones.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

JULY 23, 2024

The Importance of Customer Experience in Ecommerce The importance of positive CX in ecommerce cannot be overstated. A positive ecommerce customer experience leads to higher customer retention, increased word-of-mouth referrals, and ultimately, higher sales.

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 106

Customer Retention Software Customer Success CRM 106

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Customer Retention Is Your Future.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

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

Lumoa

JANUARY 2, 2022

They are your unsatisfied customers who will recommend against your brand. Why Detractors are Not Good for Business If you’re ignoring your detractors, thinking they are less compared to your promoters or whole customer base, then you’re leaving your business open to serious risk. However, it’s not impossible either.

NPS 195

NPS Net Promoter Score How To Social Media 195

Thematic

MARCH 30, 2025

That’s a clear sign that businesses using customer insights effectively have a real competitive edge. But how exactly do you turn that data into better decisions? How to Use Data-Driven Customer Insights for Smarter Decisions For smarter business decisions, you need more than just raw data—you need actionable insights.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

NOVEMBER 2, 2021

Four Ways to Prove CX ROI (and Assets That Show You How). Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1: 1: Customer Acquisition. 2: Customer Retention. Truly customer-centric companies can easily reach and maintain these percentages. Let’s dive in!

ROI 195

ROI Customer Retention Infographics eBook 195

Gainsight

APRIL 11, 2025

A culture of belonging that fosters a sense of ownership among the customer base. Communities work best when they become specialized settings that are transparent, secure, and productive for customers. Lets break down how to approach that in three steps: 1.

How To 52

How To Gamification Effort Score eBook 52

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. Incorporate Customer Feedback.

Customer Retention 90

Customer Retention Customer Journeys Customer Success Strategy 90

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Brands 124

Brands Engagement How To ROI 124

Kayako

AUGUST 12, 2022

As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions. 70% of consumers say that how well a company understands their individual needs impacts loyalty. How To Provide Personalized Customer Service?

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

ChurnZero

JULY 14, 2021

Here is the math to show how we got there: ($25,000 APRU – $10,000 service cost) x 4.5 customer lifetime = $67,500. . Three Ways to Grow Customer Lifetime Value. If you only offer one product at one standard level, it is going to be near impossible to allow your customers grow with you over the years.

Customer Journeys 98

Customer Journeys How To Metrics Lifetime Customer 98

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 139

Customer Service Customer Retention Customer Service Strategies Infographics 139

SurveySensum

FEBRUARY 13, 2025

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging and improving customer retention and loyalty. Given its significance, how do you improve your Net Promoter Score? Lets jump right in!

Net Promoter Score 52

Net Promoter Score NPS Strategy Effort Score 52

ChurnZero

NOVEMBER 26, 2024

A clear, detailed, and well-written customer success job description is essential to attract the right candidate while providing important information about the company, necessary qualifications and skills for the role , company culture, benefits and more. Encourage strong candidates to apply by providing clear instructions on how to do so.

Customer Success 52

Customer Success How To Insurance Culture 52

GetFeedback

JULY 29, 2019

Before we dive into how to action the results, let’s examine what makes an effective plan. A great action plan not only feeds comments into the teams best suited to respond or address them, but it also serves as an opportunity to understand trends within your customer base. Key elements of a survey feedback action plan.

Survey 150

Survey Feedback How To Net Promoter Score 150

ECXO

DECEMBER 4, 2024

This interaction can be scaled using automation tools and AI, making it easier to manage a larger customer base. Proactive Onboarding and Training: SaaS companies invest in comprehensive onboarding processes and training to ensure customers have a smooth transition and understand how to use the software effectively.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

ChurnZero

AUGUST 15, 2024

One of the most effective ways to achieve this is to leverage AI for customer retention by using it to understand customer trends and mitigate churn risks. And yes, there will be some shameless plugs for UpdateAI—I’m not just the Head of Customer Success and Community; I’m also the biggest fan of our own product!

Customer Retention 52

Customer Retention Management How To Trends 52

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. Too many times we focus on being competitive with our competition, versus being competitive for the customer.

Customer Service 160

Customer Service Customer Retention Loyalty Retail 160

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

InteractionMetrics

FEBRUARY 20, 2025

Understanding how NPS influences purchasing habits helps tailor marketing strategies that encourage repeat business and higher-value transactions. Retention rate: A high NPS should ideally reflect strong customer retention. Leverage Open-Ended Questions NPS measures customer satisfaction on a numeric scale.

NPS 52

NPS Net Promoter Score Strategy How To 52

CSM Magazine

MARCH 24, 2022

Businesses can track operational key performance indicators (KPIs), enhance forecasting and planning, and collaborate with third parties to optimize an end-to-end customer experience. Not only can this technology help business analytics, but FSM can also increase the efficiency of service operators.

Retail 119

Retail Self Service Customer Experience How To 119

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales. Strategy First.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Comm100

APRIL 25, 2018

The Boston Globe named the tiny company “the industry antidote” to robotic customer service. Now, the Richmond Telephone Company is definitely not significant in terms of a customer base – staff can recognize specific callers purely by their voice! Mitigates Customer Disloyalty. How to Become a Low Effort Company.

Self Service 112

Self Service Company How To Effort Score 112

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. How exactly do you do this? In the modern digital world, it’s by creating a seamless customer experience strategy.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

ProProfs Chat

NOVEMBER 9, 2021

Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach. What is Customer Satisfaction?

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

Totango

DECEMBER 15, 2020

For instance, you can standardize your onboarding procedure by creating support materials to guide your customer during the post-purchase process, and set up automated triggers to notify new buyers about how to access the materials. How Improving Customer Experience Increases Retention.

Customer Success 117

Customer Success How To Customer Journeys Brands 117

Totango

MAY 6, 2021

What is customer retention ? And how do you do it? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. Why is it important?

Strategy 76

Strategy Customer Journeys How To Customer Retention 76