Optimove

MARCH 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Retailers must implement strategic marketing efforts to drive early sales and maintain long-term success. It encourages repeat purchases and strengthens customer relationships. #2.

Retail 52

Retail Sales Strategy Marketing 52

Comm100

MAY 19, 2020

Increase sales. Improve customer service and loyalty. Discover customer pain points. Customer convenience. Increased Sales. Studies have shown time and time again that live chat helps to increase sales – and companies are reaping the benefits. Improved Customer Service and Loyalty.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

GetFeedback

AUGUST 14, 2019

Why only consider the percentage of those customers who call themselves satisfied? . A big reason is that tracking the two highest values from CSAT is the more accurate predictor of customer retention than overall averages. . You can ask customers to provide feedback on their satisfaction along their journey.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

ProProfs Chat

FEBRUARY 22, 2019

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment. Simple formula: Customer Retention = Engagement + Investment.

Customer Retention 82

Customer Retention Engagement Strategy Rewards Programs 82

One Millimeter Mindset

MARCH 28, 2019

Each of us has a customer retention superpower. And our unique qualities, actions, beliefs and behaviors keep customers glued to our sides, year after year. Our customer retention superpowers are more than attaining functional expertise and excellence in our current professional position. What are yours?

Customer Retention 64

Customer Retention Communication Customers Sales 64

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. In the case of LendingTree , the company analyzed over 20,000 customer comments in just 90 days using Thematic.

Customer Insights 62

Customer Insights Data Analytics How To 62

One Millimeter Mindset

SEPTEMBER 16, 2019

Especially when these omitted details surface, often inconveniently, both pre- and post-sale. Most of the time, these professionals are involved in the post-sale care and feeding of customers, once a sale is consummated. At “that” final meeting, when the sale is assumed, but not yet closed. Something different?

Sales 72

Sales Return on Investment Meeting Customer Retention 72

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Social Media 171

Social Media Customer Service Strategies Customer Service Strategy 171

C3Centricity

APRIL 2, 2018

Customer retention and churn rates. Sales funnel’s level distribution. You can download the brochure HERE. . Distribution and OOS (Out-Of-Stock). Awareness of communications. Understanding and appreciation of messages. Website and social media traffic, and conversion rates.

Handbook 275

Handbook Marketing ROI Social Media 275

One Millimeter Mindset

JULY 4, 2019

What is your current customer retention strategy value? I offer these five customer retention strategy value blog posts for your reading pleasure. While retaining customers is an art form, the relentless pace of technology change challenges the norm. Storytelling Outcomes influence Post Sale Customer Expectations.

Customer Retention 59

Customer Retention Strategy Customers Customer Success 59

Comm100

JULY 6, 2016

Questions for Customer Loyalty. Although you can try to determine customer loyalty based off of customer retention rates, customer loyalty is truly a different concept. Do you identify as a loyal customer of our brand? Would you like to receive information regarding our new releases/future sales?

Customer Satisfaction 178

Customer Satisfaction Survey Loyalty Social Media 178

Optimove

DECEMBER 11, 2024

Increase conversions: Create a pre-holiday sale for your loyal customers and make sure that they know it is available only to them. Early limited access to your holiday merchandise is a great bonus for loyal customers, and it is sure to attract attention. 3) Include branding Offer branded merchandise for no additional cost.

e-support 52

e-support Loyalty Programs Social Media Loyalty 52

Kayako

JUNE 30, 2016

Brilliant support teams know that they are just as important as sales. It’s easier to grow through word of mouth, referral and your customers loving you than through any kind of hard sell. McKinsey research shows that 70% of buying decisions are based on how a customer thinks a company has treated them.

Customer Service 163

Customer Service Handbook Customers Training 163

Gainsight

NOVEMBER 18, 2024

Customer success stays involved across organizations of all sizes, but some carve out community teams, or lean on marketing teams to execute community strategies. In terms of scaling community engagement, companies also bring in sales and product teams, professional services, and support, among others.

Self Service 40

Self Service Customer Retention B2B Report 40

Kayako

JUNE 30, 2016

Brilliant support teams know that they are just as important as sales. It’s easier to grow through word of mouth, referral and your customers loving you than through any kind of hard sell. McKinsey research shows that 70% of buying decisions are based on how a customer thinks a company has treated them.

Customer Service 156

Customer Service Handbook Customers Training 156

Comm100

MARCH 8, 2017

Follow her today on Twitter to make sure that your company is doing everything it can to improve the experience and the lives of its customers. Shapiro is a customer retention expert, who founded The Center for Client Retention. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

CustomerSuccessBox

MARCH 11, 2022

Read on further about Customer Loyalty vs Customer Retention! You’ve to ensure the customers come to you again and again – so that leaves you with an option to retain the existing customers and that’s customer retention! Customer loyalty vs customer retention!

Customer Retention 52

Customer Retention Loyalty Customers NPS 52

CX Journey

MAY 9, 2018

Despite the statistic that acquiring new customers costs 5-25 times as much as retaining existing ones, marketers (and, generally, their CEOs, as well) believe that resources should be spent on acquiring new customers. I'd be honored if you would download the whitepaper , read it, and give me your thoughts.

Company 150

Company Advertising Customers Resources 150

ChurnZero

JUNE 23, 2023

In turn, the swing has rightfully put an increased focus on customer retention. That conjures the question: how do you know if your customer retention rate is good or not? Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study.

Customer Retention 52

Customer Retention B2B Report Study 52

Thematic

OCTOBER 30, 2024

This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. What's inside: Easy-to-follow VoC strategies Tips for analyzing feedback Plus: Bonus VoC checklist Download your free copy today!

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? First, when introducing new products and services to existing customers, details and nuances get lost in transition. Here’s why. Well, do they?

Sales 68

Sales Customer Confidence Touchpoint Communication 68

Comm100

FEBRUARY 5, 2018

Nowadays, CRM software allows business to easily manage their relationships with customers and the information associated with them in an online database. Modern CRM software aims to integrate and automate 3 key functions: sales, marketing, and customer support. Past sales (what did they buy and when? If so, what kind?

Social Media 170

Social Media CRM Self Service Software 170

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now. Customer Experience Metrics.

Customer Experience 333

Customer Experience Strategy How To Effort Score 333

Comm100

AUGUST 5, 2020

On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk. And perhaps more simply, a missed engagement could mean a missed sale. .

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Comm100

OCTOBER 17, 2017

This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. Download Now. Download Now.

Social Media 178

Social Media Customer Service Customer Care Feedback 178

GetFeedback

FEBRUARY 25, 2019

After all, it’s easier to sell to an existing customer. Plus, increasing your retention rate by just 5% can boost sales by up to 25%. By the end, you’ll know how to get them excited about being connected with you so they eventually become customers. Check if there are issues preventing them from completing the sale.

Engagement 199

Engagement Marketing Abandon Rate Examples 199

Lumoa

MARCH 12, 2023

The purpose of a CX platform is to create a big-picture, comprehensive view of the customer journey. Say a customer contacts your support team because they run into a problem. Another customer reaches out to your sales team to get a demo. A third customer sends you a LinkedIn message to ask about your pricing.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

Comm100

DECEMBER 8, 2017

Thank you letters are an important part of making your customers feel valued, and letting them know how much you appreciate them. They are an inexpensive way to increase sales, return on investment (ROI), and customer retention. What to Consider When Writing a Thank You Letter to Your Customer. Download Now.

Social Media 180

Social Media How To Return on Investment Customers 180

Thematic

FEBRUARY 24, 2025

In fact, customer-obsessed organizations report 51% better customer retention than those that are not. Proactively Addressing Customer Needs Predictive analytics helps companies: Identify at-risk customers before they churn and offer personalized retention strategies.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Service Untitled

AUGUST 12, 2010

Service Untitled The blog about customer service and the customer service experience. Customer retention strategies are an ongoing process. Customers remember, and customers leave if you disappoint them by not delivering what you promise. Always apologize to the customer. Are they friendly?

Customer Retention 45

Customer Retention Strategy Exercises Customer Satisfaction 45

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%.

Analysis 195

Analysis Survey Feedback How To 195

Gainsight

JUNE 20, 2022

Further, I’m willing to bet that unless many of the companies surveyed – and beyond – are quick to identify, diagnose and resolve this type of customer-stakeholder dichotomy, their sales and customer-retention efforts (Net Dollar Retention) will eventually suffer – and perhaps suffer greatly.

Customer Retention 52

Customer Retention NPS Effort Score Customer Success 52

Kayako

JANUARY 24, 2018

Customer support works better as a team sport. It means that support is respected as a profit-center in your company—as it should— and that engineering, marketing, and sales teams dip in with useful information to help customer support out. Marketing are just as in control of the customer experience as support teams.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Feedbackly

OCTOBER 27, 2022

It has a stronger correlation with sales. Using all the KPIs out there won’t necessarily guarantee that you can improve CX and benefit from higher sales. But, using the right KPIs that give you accurate insights about your customers will show you how to boost revenue. Download your free EVI® eBook here:

Effort Score 98

Effort Score Customer Journeys Retail NPS 98

Beyond Philosophy

AUGUST 4, 2015

Harvey Mackay, Sales Expert, Author and Columnist. Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. In many ways, this is smart.

Culture 60

Culture Sales Net Promoter Score Case Study 60