InMoment XI

OCTOBER 24, 2024

Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. Research shows that loyal customers are 64% more likely to make more frequent purchases from your business than regular customers.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? Consequently, retaining the clients you acquire today and those you target tomorrow drives the future of your innovative customer retention strategy. Is your sales team still the primary star of the customer acquisition show?

Customer Retention 126

Customer Retention Innovation Strategy Leadership 126

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

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

Storyminers

JULY 29, 2016

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. TV Host & Presenter, CarolRoth.com. Check out the list below.

B2C 124

B2C Customer Retention Brands Strategy 124

One Millimeter Mindset

MARCH 9, 2021

An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. Because professional proactivity is central to a cross-functional customer retention strategy. Engage me to present a One Millimeter Mindset program!

Customer Retention 102

Customer Retention Strategy Leadership Innovation 102

One Millimeter Mindset

JANUARY 19, 2022

Surprised to enter 2022 digging yourself out of a huge 2021 customer defection hole? It just could be you left your entire client retention strategy up to the virtual customer retention dog. What excuses do you make to your managers about your less-than-stellar rate of customer retention?

Customer Retention 99

Customer Retention Touchpoint Customers Sales 99

One Millimeter Mindset

MAY 21, 2020

There’s nothing novel about virtual post-sale client abandonment. What is novel about this post-sale scenario, to you, is that now you have to sell virtually. Because what has not changed is that once a coveted contract is consummated, what is the next sales step? In spite of all your pre-sales assurances.

Sales 132

Sales Groups Course Culture 132

ijgolding

NOVEMBER 13, 2014

Michael O’Leary became as famous for his ability to deliver remarkably positive financial returns for his company, as he did for his public disdain for the customer. These are just some of the things he has said about customers in the past: “If drink sales are falling off, we get the pilots to engineer a bit of turbulence.

Brands 249

Brands Airlines Financial Travel 249

Totango

AUGUST 29, 2019

When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them. So, don’t focus solely on hunting up one-time customers.

Customer Retention 88

Customer Retention Strategy Customer Journeys Customer Centricity 88

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Poor Customer Fit. Prioritize Churn Prevention to Increase Retention and Revenue.

Customer Retention 94

Customer Retention e-support Analysis Customers 94

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Customer Retention 83

Customer Retention Software Customers Customer Journeys 83

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

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. The desire for a personalization in the sales experience has only grown in recent years. The same holds true across the sales-service continuum.

Sales 103

Sales Loyalty Contact Center Communication 103

Totango

FEBRUARY 7, 2019

Know your customer, personalize your communications, and proactively work toward a mutual journey of growth, and you’ll find your retention process becomes as reliable as a well-worn marriage. Customer retention is about the promise of continued growth. Understand Your Customer’s Journey.

Customer Retention 82

Customer Retention Lifetime Customer Customers Engagement 82

CloudCherry

JUNE 13, 2019

And the most interesting thing is that bank staff, and chatbots can work together in the banking industry to give the best services for the consumers and present more than 100% satisfaction for them. Combined Effort For Customer Retention. Banks can attract a lot of customers daily. Use Live Chat for Real-Time Support.

Banking 267

Banking Tools Engagement Chatbots 267

Kayako

MAY 11, 2017

Know your customers. Picture the last time you bought a loved one a birthday present that they truly appreciated. Now, think about the last time you bought a really terrible present for someone. By doing so, you provide added value to your new customer while exhibiting other ways in which you can help them.

How To 248

How To Case Study Customers Industry 248

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. This personalization not only enhances customer satisfaction but also drives sales and fosters brand loyalty.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

InMoment XI

AUGUST 19, 2024

Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty. Why is Customer Experience ROI So Important?

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Totango

JULY 25, 2019

What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business. However, no business can thrive without making sales to new customers.

Sales 80

Sales Customer Success Customers Customer Centricity 80

TechSee

JUNE 23, 2020

Leading enterprises are all actively engaged in the race to build smarter virtual assistants that can respond to more complex customer queries, creating personalization at scale, and putting the AI in multiexperience. In other words, a company’s virtual assistant needs to be present across all channels.

Self Service 207

Self Service Multi-Channel Contact Center Touchpoint 207

One Millimeter Mindset

SEPTEMBER 16, 2019

They become skeptical about lack of continuity and gaps in the details you present. 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.

Sales 72

Sales Return on Investment Meeting Customer Retention 72

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Vendors have been asking customers to speak for them at conferences or on webinars for decades, so this one isn’t new. Webinar: How We Became a Customer-Obsessed Company.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction.

Examples 98

Examples Sales Customer Success Engagement 98

Gainsight

APRIL 8, 2020

As a Sales Leader, I am deeply focused on how to maintain & maximize revenue during the currently unfolding & rapidly changing COVID landscape. Maximize Customer Retention. Retaining customers that are already in the base is the first fundamental step in maintaining a solid revenue foundation.

Sales 98

Sales Effort Score Fashion Report 98

GetFeedback

AUGUST 14, 2019

Measuring CSAT can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services. The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. .

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Lumoa

JUNE 14, 2023

Everyone from customers to investors and stakeholders will be wary of associating with a company that can’t seem to get its customer experience right. According to Harvard Business Review, acquiring a customer costs anywhere from 5 to 25 times more than retaining an existing one. But the damage doesn’t stop there.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Returnonbehavior.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

C3Centricity

APRIL 2, 2018

Customer retention and churn rates. Sales funnel’s level distribution. Of course, this does mean that the department should be involved in business meetings, but this tends to naturally come when you start sharing more than market research presentations and reports. Distribution and OOS (Out-Of-Stock).

Handbook 275

Handbook Marketing ROI Social Media 275

InMoment XI

FEBRUARY 1, 2023

Some companies are operations-led, others are sales & marketing-led, while others are product-led. Regardless of where your CX function reports, there are key organizational elements that must be present and the CX leader also has to have certain key skills, strengths and characteristics for it to be successful.

Customer Experience 195

Customer Experience Chief Customer Officer Report Culture 195

Alida

JUNE 30, 2017

Vehicle sales are softening, and car ownership is down, especially among younger consumers. While the new paradigm of CASE (Connected, Autonomous, Shared, Electric) vehicles is expected to generate new economic opportunities, the picture for the legacy manufacturer/franchise dealer sales model is alarming.

Automotive 138

Automotive Industry How To Customer relationships 138

Experience Investigators by 360Connext

JUNE 22, 2021

Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Who are your at-risk customers?

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

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

Integrity Solutions

DECEMBER 11, 2023

What is cold calling and what does it look like in the current sales world? But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available. Your mindset may actually be the key to success.

Sales 93

Sales How To Connections Industry 93