ShepHyken

MAY 30, 2022

The best companies have found the balance between digital and human, as they realize there is still a significant desire for human-to-human customer support. 5 Strategies for Increasing Customer Retention by Andrian Valeanu. Designmodo) Businesses go to great lengths to earn customers’ loyalty, especially in this digital age.

Customer Service 14

Customer Service Rewards Programs Poor Customer Service Self Service 14

Ecrion

JULY 22, 2019

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

Kayako

MARCH 14, 2022

The industry has the fourth-highest churn rate, after cable, financial, and general retail, meaning that 21% of new Telecom customers will stay less than a year with the same Telecom provider. The cost of acquiring new customers is up to 25 times higher than retaining them. What are the top reasons customers leave?

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

CSM Magazine

JUNE 19, 2022

Bad customer experiences obviously damage existing customer relationships, but they can also endanger potential opportunities and erode your bottom line. Research by Microsoft found that 58% of consumers simply switch companies when they have a poor customer service experience. The result?

Self Service 98

Self Service Social Media Effort Score First Call Resolution 98

Bold360

OCTOBER 20, 2016

Not only that, but it will cost you dearly, when customer acquisition uses on average 7x as much of your budget as customer retention does. As well as the costs involved with driving new traffic, new customers are much less likely to result in conversions. The Internet is a faceless beast at times.

Self Service 85

Self Service e-support Multi-Channel Poor Customer Service 85

NobelBiz

OCTOBER 24, 2023

Social media engagement for customer feedback. Loyalty program enrollment for customer retention. In today’s digital age, customers can engage with brands through a wide range of channels, including social media platforms , email , and more. What is a Customer Journey Map?

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Interactions

MAY 15, 2024

Did you know that 89% of customers switch to a competitor after a single instance of poor customer service(1)? That’s because no one wants to do business with an organization that treats customers poorly. At Interactions LLC, our goal is to make every interaction ‘craveable’ for your customers.

Customer Experience 62

Customer Experience Self Service Chatbots Interaction 62

Wootric CX Blog

JUNE 19, 2019

The report also pointed out that 83 percent of those surveyed were OK shopping with a brand or retailer that uses chatbots or other AI capabilities. Interestingly, about 38% of businesses have introduced the use of artificial intelligence (AI) in their customer service department, and the number is only going to increase in the future.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

Kustomer

AUGUST 6, 2020

In our Customer Service Retail Repor t, we discovered that nearly eight in 10 customers said they would be less likely to shop with a brand again after experiencing poor customer service. Following a customer service interaction, you can capture these feelings with a Likert scale question.

Metrics 79

Metrics Measurement Customer Service Strategy 79

LiveChat

APRIL 10, 2017

Put simply: once you build a solid customer base, it’s essential that you shift your focus toward retaining customers and ensuring they remain loyal. 4 Main Tenets of Customer Retention. 4 Main Tenets of Customer Retention. Know Who Your Customers Are and What They Need From You. Adding value.

Customer Retention 28

Customer Retention Loyalty Programs Customers Social Media 28

SurveySparrow

FEBRUARY 27, 2021

It is known by many names like Customer Churn and Customer turnover, but it all means the same thing -A customer who breaks all ties with the organization. A sudden loss of transactions( Commonly observed in retail stores and e-commerce ). Terminating a long term Service Agreement. Poor Customer Service.

Poor Customer Service 52

Poor Customer Service Effort Score Net Promoter Score Analysis 52

Opinionator

JANUARY 7, 2019

Restaurant Customer Defection. Having customers return to a restaurant is vital to long-term its long-term success. Yet the customer retention performance of most restaurants is terrible and current restaurant feedback methods are partly to blame: Study finds 70% of retail and restaurant customers never make a return visit.

Feedback 40

Feedback Customer Retention Poor Customer Service Financial 40

delighted

APRIL 26, 2019

And, with 81% of marketers predicting that customer experience is how they will differentiate themselves from the competition, prioritizing CX now is how you can stay ahead of the curve. There is no other area that allows you to set your brand apart like customer experience. Other retailers may offer similar products.

Metrics 66

Metrics Brands Net Promoter Score Customer Experience 66

SurveySensum

OCTOBER 12, 2023

This platform comes with a free version that allows users to create unlimited NPS, CES, CSAT, SSI, Onboarding, and many other kinds of surveys – across multiple industries (Retail, B2B, SaaS, Fintech, and Automotive. And, it’s not just the product, a CX consultant comes along with it to make your CX a success.

Comparison 52

Comparison Knowledge Base Gamification NPS 52

SurveySensum

SEPTEMBER 25, 2024

Did you know that in 2024, 88% of customers think customer service is more important than ever? US companies lose an astounding $75 billion annually due to poor customer service. It’s not a small figure, and it paints a picture of just how much customer service is valued regarding business outcomes.

Customer Centricity 52

Customer Centricity Company Customer Service Airlines 52

delighted

APRIL 26, 2019

And, with 81% of marketers predicting that customer experience is how they will differentiate themselves from the competition, prioritizing CX now is how you can stay ahead of the curve. There is no other area that allows you to set your brand apart like customer experience. Other retailers may offer similar products.

Metrics 49

Metrics Brands Net Promoter Score Customer Experience 49

Integrity Solutions

SEPTEMBER 28, 2023

WHY EXCELLENT CUSTOMER SERVICE MATTERS Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In industries like retail, for example, the past couple of years have raised the bar on customer service expectations.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

delighted

MARCH 4, 2020

Prospective and current customers may experience dozens of touchpoints during their journey with your business, and not all touchpoints carry equal weight. For example, one poor customer service experience can overshadow and undermine a streak of positive experiences on other touchpoints. Then, ask the right questions.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

delighted

MARCH 4, 2020

Prospective and current customers may experience dozens of touchpoints during their journey with your business, and not all touchpoints carry equal weight. For example, one poor customer service experience can overshadow and undermine a streak of positive experiences on other touchpoints. What is digital CX?

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

ProProfs Chat

DECEMBER 12, 2019

what customers want, . The best way to do this is by reading customer retention statistics, and that’s what we have carefully curated in this blog. Here are 50+ customer retention stats that’ll give you insight into a customer’s mind. Why Customers Leave? what they don’t want, . PwC ) Tweet This.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

Thematic

APRIL 3, 2025

Directly interviewing customers or conducting user testing sessions to gather customer feedback. If you’re in retail, you might email a brief questionnaire post-purchase. Customers actually appreciate this—they want to be heard. If your changes addressed major pain points, you might retain more customers.

Feedback 62

Feedback Effort Score Net Promoter Score Analysis 62

Ecrion

SEPTEMBER 23, 2020

Experts agree that customer service expectations are on the rise. Every year, businesses lose billions in potential revenue thanks to one thing: poor customer service. Positive customer experiences, on the other hand, can help boost sales, retain customers and even bring in new ones.

Infographics 105

Infographics Self Service Customer Service Social Media 105

ProProfs Chat

JUNE 14, 2019

We’ve compiled a list of 100+ customer service statistics and trends to help you provide delightful support experience. Latest Customer Experience Trends. What Customers Think of CX. Customers Communication Statistics. Poor Customer Service Experiences. Great Customer Service Statistics.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Thematic

JUNE 17, 2024

This statistic reveals that high-performing CX programs are more than twice as likely to prioritize the entire customer journey, from initial awareness to post-purchase support. This holistic approach ensures a consistently positive experience that nurtures long-term loyalty, advocacy, and improves customer retention.

Customer Experience 62

Customer Experience Analysis Policies Retail 62

SurveySensum

MARCH 3, 2025

By analyzing these conversations, you can identify common pain points and take proactive steps to improve your products and overall customer experience. How text analytics helps Pattern Recognition: You can detect recurring themes in customer complaints, such as poor customer service, defective products, or pricing issues.

Social Media 52

Social Media Analytics Customer Insights Analysis 52

SurveySensum

NOVEMBER 25, 2024

Poor Customer Service Customer service is one of the major deciding factors when it comes to choosing any new tool. This AI-powered customer feedback software helps you create and launch customer experience surveys like NPS, CSAT , CES, etc across multiple industries like B2B, SaaS, Retail, NBFC, etc.

NPS 52

NPS Omni-Channel Analytics Survey 52