eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes.

Leadership 234

Leadership B2B B2C Effort Score 234

eglobalis

JANUARY 20, 2025

Additionally, training employees in active listening and empathy is critical , as these skills enhance human interactions and foster deeper relationships. Companies that align their pricing strategies with the value they deliver often enjoy stronger customer retention.

B2B 421

B2B Loyalty Loyalty Programs Innovation 421

ECXO

MARCH 6, 2025

Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line. Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers.

B2B 339

B2B Customer Journeys How To Effort Score 339

BlueOcean

MAY 16, 2024

In this downloadable case study, discover how we: Transitioned seamlessly from their 10-year predecessor with no disruption to the customer experience; Built a brand-new training program to exclusively focus on customer retention; Exceeded contractual service goals by 10%, saving the client money on every customer win Download the case study today (..)

Case Study 156

Case Study Customer Retention Study Training 156

BlueOcean

MAY 16, 2024

In this downloadable case study, discover how we: Transitioned seamlessly from their 10-year predecessor with no disruption to the customer experience; Built a brand-new training program to exclusively focus on customer retention; Exceeded contractual service goals by 10%, saving the client money on every customer win Download the case study today (..)

Case Study 156

Case Study Customer Retention Study Training 156

BlueOcean

MAY 16, 2024

In this downloadable case study, discover how we: Transitioned seamlessly from their 10-year predecessor with no disruption to the customer experience; Built a brand-new training program to exclusively focus on customer retention; Exceeded contractual service goals by 10%, saving the client money on every customer win Download the case study today (..)

Case Study 156

Case Study Customer Retention Study Training 156

CloudCherry

SEPTEMBER 23, 2019

In her conversation with our own James Gilbert, Jeannie- author, speaker, consultant, owner of Experience Investigators by 360 Connext , and CX Expert for 20 + years- educates us on the ins and outs of Customer Retention. The post Roadblocks on How to Fix Customer Retention appeared first on CloudCherry. Request a demo.

Customer Retention 150

Customer Retention Customer Journeys How To Consulting 150

Bill Quiseng

DECEMBER 13, 2021

What’s better than gaining a new customer? That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base.

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

Experience Investigators by 360Connext

OCTOBER 11, 2024

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

NOVEMBER 9, 2021

An example of a program goal could be: 20% increase in customer retention, 10% reduction in cost to serve, +10% increase in revenue per store year on year. Decide which initiative you will tackle first—will it be customer retention, reducing costs, cross- or upselling, or customer acquisition?

Roadmap 370

Roadmap Customer Experience Customer Retention Financial 370

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

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

ECXO

DECEMBER 4, 2024

In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services. This might involve regular check-ins, personalized onboarding, and continuous training to help users adapt to evolving software features.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

OCTOBER 30, 2024

Importance of Customer Experience in Insurance A 2023 McKinsey survey of over 8,500 North American insurance customers suggests that CX initiatives are crucial to revenue growth and employee satisfaction. A positive customer experience fosters trust and satisfaction. Customers have diverse channel preferences.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? 15 practical ways customer service teams can improve retention.

Customer Retention 117

Customer Retention Effort Score Self Service Measurement 117

CSM Magazine

MARCH 5, 2025

Smart support team training needs a plan, fresh ideas, and a solid business background. For professionals aspiring to lead customer support departments, such as Customer Service Managers or Directors, business educationincluding programs like MBAs, BSc in Management (BIM), and Master in Management (MIM)plays a crucial role.

Training 52

Training e-support First Call Resolution Leadership 52

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

eglobalis

OCTOBER 1, 2024

Each team is aligned to improve customer satisfaction, and no department is left behind. To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

eglobalis

SEPTEMBER 5, 2024

Customer Experience Before diving into specific metrics, it’s important to differentiate between Customer Success and Customer Experience : Customer Success (CS) ensures customers achieve their desired outcomes using a product or service.

Metrics 422

Metrics Customer Success Customer Experience Effort Score 422

eglobalis

SEPTEMBER 16, 2024

Train and Empower Employees CX excellence is impossible without fully engaged and empowered employees. Front-line staff, from sales representatives to support technicians, should be equipped with tools and training needed to address customer concerns quickly and empathetically.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

InMoment XI

MAY 10, 2022

In addition to generating more income from their own purchases, loyal customers are more likely to refer new customers to the brand, furthering the cycle of customer retention. As a retailer, how do you build these types of relationships with your customers? 5 Ways to Build Customer Loyalty in Retail.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

ECXO

JULY 29, 2024

Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

NOVEMBER 9, 2021

An example of a program goal could be: 20% increase in customer retention, 10% reduction in cost to serve, +10% increase in revenue per store year on year. Decide which initiative you will tackle first—will it be customer retention, reducing costs, cross- or upselling, or customer acquisition?

Roadmap 259

Roadmap Customer Experience Customer Retention Financial 259

Calabrio

MARCH 25, 2025

Driving Business Growth and Success: Exceptional customer experiences translate to increased customer retention, positive word-of-mouth referrals, and ultimately, significant business growth. Engage in Continuous, Personalized Training and Development The vast majority of customers prefer personalized interactions with brands.

Call Center 130

Call Center Measurement Self Service How To 130

InMoment XI

NOVEMBER 7, 2024

Call transcription features automatically convert a spoken conversation into text, which makes it easier to analyze customer interactions and track issues. Transcriptions also help with compliance, training, and quality assurance by allowing teams to review past conversations and see insights that can influence future customer service.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

MARCH 15, 2024

If they are unhappy, it can create a ripple effect that reaches customers. Businesses that prioritize their employees’ well-being, training, and development often find that this care and attention is reflected in the customer experience. The world of customer experience is like a dance floor, always in motion and evolving.

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

InMoment XI

OCTOBER 23, 2024

For instance, First National Bank partnered with InMoment to better analyze data across all touchpoints using a custom text analytics model. The insights provided opportunities for enhancing customer retention and satisfaction. Focus on employee training to create a customer-obsessed culture.

Banking 195

Banking Customer Experience Effort Score Financial 195

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

Comm100

DECEMBER 16, 2024

By integrating AI-driven solutions into service workflows, businesses can streamline processes, optimize resource allocation, and deliver consistent, data-backed experiences that impact both customer retention and the bottom line. They want to provide omnichannel support to their customers without sacrificing on service quality.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

ShepHyken

JANUARY 12, 2025

Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift. Were at the forefront of a revolution that redefines the very essence of customer relationships.

Customer Service 75

Customer Service Customer Retention Call Center Sales 75

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

InMoment XI

JULY 4, 2022

Customer Acquisition: This comes from supporting the brand positioning and positive word of mouth. Customer Retention: Forrester research shows that a customer who receives a positive experience is 2.7x’s likely to remain with your brand as opposed to a customer who has had a negative experience.

ROI 370

ROI Return on Investment Social Media Survey 370

BlueOcean

OCTOBER 4, 2023

Finding a partner who has a proven track record of attracting, training, engaging, and retaining agents in the language of your high-volume customer demographics is going to be the top priority of your RFP process. You’ll want to ask about labor markets, hiring timelines, retention stats and more.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

CSM Magazine

FEBRUARY 6, 2025

Heres why a customer service roadmap is a necessity: Improved Team Alignment: A roadmap ensures your team understands shared objectives and works toward common goals. Customer Retention: Clear strategies lead to improved experiences, encouraging repeat customers. Train staff on empathic communication and issue escalation.

Roadmap 83

Roadmap Self Service Customer Service Customer Journeys 83

Calabrio

MARCH 25, 2025

Growing in tandem along with the latest AI innovations busy transforming the role and capabilities of the modern contact center, todays VoC tools play a key part in shaping the future of customer experience, marketing, and beyond. Translate insights into more effective agent coaching and training.

Software 130

Software Customer Journeys Tools Contact Center 130

Comm100

JANUARY 23, 2023

They have learned that it’s just as important to attract and keep good employees as it is to attract and keep customers. The cost of employee turnover is more than just hiring and training expenses. As economic outlook worsens in the months ahead, expect to see businesses that have invested in customers to rebound first.”

Customer Experience 325

Customer Experience Chatbots e-support Customers 325

eglobalis

JULY 2, 2024

Customer Lifetime Value (CLV) : Estimates revenue potential from a customer over their lifetime. Revenue Growth: Tracks growth directly attributed to customer experience initiatives. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 453

NPS Feedback Net Promoter Score B2C 453