InMoment XI

NOVEMBER 25, 2021

Want to learn more about how you can reduce employee and customer churn with your experience program efforts? Check out this eBook, “How to Improve Customer Retention & Generate Revenue with Your CX Program”.

eBook 370

eBook Case Study Exercises Customer Retention 370

Kayako

SEPTEMBER 1, 2016

For more information about how to hire the perfect customer support team, check out our latest eBook: The Essential Guide to Hiring Customer Support Excellence. Adopt a unified customer support strategy. Remember earlier, when I told you that customers who rely on self-service channels alone are likely to defect?

Customer Retention 127

Customer Retention Self Service How To Tips 127

BlueOcean

JANUARY 8, 2019

The LVT calculation can play an important role in determining the ROI of your customer care team, and specifically, the customer save team. The Cost of Customer Retention vs Acquisition. From a ruined reputation to a lost lifetime of sales to a never-ending cycle of replacing old customers, the cost is considerable.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

Experience Investigators by 360Connext

DECEMBER 10, 2024

Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Prioritize the onboarding and new customer experience. Speak with new customers to understand what support they need and identify how you can improve their experience to make it better.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

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

InMoment XI

JANUARY 2, 2023

They are a great starting point, but as you grow your customer experience program, you’ll be able to aim higher than just putting a few points on the board. How Can I Improve Customer Experience? Check out our eBook on the subject! Three Rules for Choosing the Right Customer Experience Metrics. Download eBook.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Comm100

MAY 19, 2020

Live chat allows you to give quick answers to questions about your products, solve problems faster, and assure your customers that you’re there when they need you. This is a simple, yet very effective, recipe for improving both customer service and loyalty. Discover Customer Pain Points. Download Now.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

ClientSuccess

NOVEMBER 2, 2022

SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Here are some tips that can help your customer success team boost customer retention and reduce churn: 1. The post Ready to Boost Customer Retention?

Customer Retention 70

Customer Retention Tips Effort Score eBook 70

ClientSuccess

JANUARY 25, 2021

You can learn more about bridging the gap between customer success and marketing to increase retention with these resources from ClientSuccess: eBook: Customer Success as a Culture – Marketing Leader’s Edition. Webinar: How We Became a Customer-Obsessed Company.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Michel Falcon Experience

SEPTEMBER 9, 2014

I wonder what the $4,000,000 investment that went into the Super Bowl ad would have done for their brand if it was to have gone toward improving their customer service. Would they have ranked 6th and increased their customer acquisition through referrals by 10%? Would they have increased customer retention by 5%.

Customer Centricity 137

Customer Centricity Company Customer Retention eBook 137

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

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. Top 7 Customer Service Complaints. Free download. The post “Next!”

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Optimove

MARCH 12, 2025

This level of personalization increases engagement, improves customer relationships, and fosters long-term brand loyalty. #8. Establish Year-Round Accessible Customer Communication Maintaining clear and consistent communication fosters trust and customer retention.

Retail 52

Retail Sales Strategy Marketing 52

CustomerGauge

MARCH 6, 2017

In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn. Lesson 1: Know Your Numbers One of the biggest mistakes a company can make is not holding retention to as […].

Infographics 93

Infographics eBook Customer Retention Customers 93

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. What is Customer Retention?

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

Customer Retention 52

Customer Retention Strategy Net Promoter Score Effort Score 52

ShepHyken

SEPTEMBER 30, 2019

How To Boost Customer Retention Effectively Using Video by Koushik Marka. CustomerThink) This article will provide you with an insight into how to use videos for customer retention and help you refine your own policy for the same using videos.

Customer Service 18

Customer Service eBook Contact Center NPS 18

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

BlueOcean

OCTOBER 6, 2020

Total Value Returned Rate is a key metric that also has to be tied to customer retention. It doesn’t matter how much equipment your team is able to retrieve if they cost you the lifetime value of that customer in the process. one that mitigates against frequent channel switching) actually improves customer retention rates.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Optimove

OCTOBER 22, 2020

Customer Stories. Customer Stories. eBooks, Guides & More. The leading content source for relationship marketing and customer retention professionals. Optimove Resources. Your browser does not support the video tag. Your browser does not support the video tag. Learning Center. Filter by type: View All.

Retail 76

Retail eBook Sports Video 76

Optimove

OCTOBER 22, 2020

Customer Stories. Customer Stories. eBooks, Guides & More. The leading content source for relationship marketing and customer retention professionals. Optimove Resources. Your browser does not support the video tag. Your browser does not support the video tag. Learning Center. Filter by type: View All.

eBook 76

eBook Sports Video CRM 76

ShepHyken

SEPTEMBER 27, 2021

(Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns. Yet, changes in the business landscape have Gartner reporting CMOs will move their focus to customer retention over acquisition this year. Download and read this eBook. If not, this is your chance. I’m a huge fan of his work.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

ClientSuccess

SEPTEMBER 26, 2019

eBook: The Ultimate Guide to SaaS Customer Success Metrics. The post 5 Effective Customer Retention Tips to Implement appeared first on ClientSuccess. For additional insights, download one of these valuable resources: Webinar: Why Continuous Onboarding is Critical for Your Business. Toolkit: Churn Management Toolkit. .

Customer Retention 49

Customer Retention Tips Net Promoter Score Metrics 49

Influitive

OCTOBER 30, 2015

Get actionable insights & advice from 20 of the most innovative customer experience thought leaders and practitioners in the B2B world. Download your FREE eBook now. Invest in customer engagement & retention.”. Free eBook: The CMO’s Guide to Next Gen Brand Building. Download the eBook now.

Customer relationships 79

Customer relationships Video Engagement Marketing 79

Beyond Philosophy

DECEMBER 23, 2014

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. All attendees will receive a discount code for 50% off the eBook.

CEM 98

CEM eBook Social Media Customer Centricity 98

ChurnZero

JANUARY 5, 2022

So, are Customer Experience and Customer Success really the same? Perhaps, more importantly, how can businesses leverage both of these practices to improve customer retention and reduce churn? Let’s first understand the differences between Customer Experience and Customer Success. .

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

Feedbackly

SEPTEMBER 22, 2023

Consider what aspects of customer experience are more critical for your brand and integrate relevant KPIs accordingly. For example, a small business may consider survival as its primary objective and may intensively focus on customer retention and loyalty to establish itself.

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

ChurnZero

AUGUST 31, 2021

It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Focusing on customer success and the renewal proces s in tandem can help improve customer retention.

Customer Success 95

Customer Success Net Promoter Score Self Service Customer Retention 95

ChurnZero

MARCH 3, 2022

Top five Customer Success resources brought to you by ChurnZero. How to crush SaaS customer onboarding: a roundup of expert advice. SaaS onboarding makes or breaks your customer retention. That’s what we set out to ask the Customer Success experts. It’s a learn-or-churn, adopt-or-get dropped experience for users.

Resources 98

Resources Customer Success Handbook eBook 98

ClientSuccess

AUGUST 17, 2022

But, the longer a customer is in a partnership with an organization, the more likely they will get to know your team, product, and company and build a loyal relationship. . Simply put, you cannot have customer loyalty without customer retention and improve customer retention without loyal customer relationships.

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

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. Customer retention should also be a business metric for measuring ROI.

Customer Experience 291

Customer Experience Strategy How To Effort Score 291

ShepHyken

MARCH 13, 2017

Richard Shapiro covers three “sales phases” that can positively impact your customer’s experience. 3 Best Practices to Retain Customers and Stop Churn by Sarah Frazier. My Comment: If customer loyalty is important to you and your business (and I know it is), then take a few minutes to not just read, but study this article.

Social Media 92

Social Media Customer Service Infographics Retail 92

InMoment XI

JUNE 14, 2022

Higher NPS scores predict a greater likelihood for renewal, and improving products based on NPS survey results is key to Watermark’s customer retention strategy. CSAT surveys, triggered from Salesforce Service Cloud when a case is closed, help to evaluate and improve Customer Support.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

ClientSuccess

JULY 13, 2022

If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? Happy customers have a personal bond with their vendor organization and their CSMs.

Loyalty 78

Loyalty Roadmap eBook Customer Retention 78

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. Smart marketers know that a 5% increase in customer retention can increase company revenue by 25-95%. In short, it can be easier and more profitable to keep customers you have than attract net-new customers. This is part 1 in a 5-part series.

Loyalty 95

Loyalty Brands eBook Loyalty Programs 95

ChurnZero

NOVEMBER 9, 2021

Customer onboarding is a crucial part of the customer journey to get right. It can make or break your customer retention, and when properly executed has a heavy impact on reducing customer churn. The post 6 Tips to Improve Customer Onboarding appeared first on ChurnZero.

Tips 98

Tips eBook Customer Retention Feedback 98

Feedbackly

OCTOBER 27, 2022

Studies and numbers show that EVI® has a 3 times bigger impact than NPS when it comes to increasing growth and customer retention. It fails to capture the true essence of the customer journey in the preceding stages. Download your free EVI® eBook here: Get on board and learn how to transform your business with EVI®!

Effort Score 98

Effort Score Customer Journeys Retail NPS 98