InMoment XI

OCTOBER 7, 2021

customer contact center call, product purchase experience, etc.), customer likelihood to recommend the brand, customer relationship satisfaction with the brand, or customer retention/repurchase behavior. transactional customer satisfaction) are relatively fast to show change whereas other measures (e.g.,

Effort Score 370

Effort Score Measurement Trends Customer Retention 370

CSM Magazine

OCTOBER 16, 2020

It is not enough to attract new customers to your services. Customer retention is even more important than customer acquisition. More than that, customer retention is the best form of marketing. Customer education programs are not new. You have to encourage their loyalty.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Your Customer Retention Strategy Relies on CSMs!

Customer Retention 49

Customer Retention Measurement Strategy Management 49

Education Services Group

JUNE 18, 2018

How do I increase customer retention? Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). A career field that barely existed five or so years ago, CSMs make up ground zero for all CS functions — that includes keeping customers.

Customer Retention 45

Customer Retention Customer Success Management Customers 45

Comm100

JANUARY 21, 2020

As customers continue to shift from desktop to mobile as their primary online device, companies must optimize and prioritize mobile digital touchpoints when planning their digital customer experience and customer retention strategies. This post is the second of two that are based on our Omnichannel white paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. In B2B, you might help one person within your customer’s organization.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Calabrio

SEPTEMBER 21, 2016

They’re driving efficiency, increasing customer retention, accelerating sales, and creating new revenue opportunities. Your customers are talking. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper. Are you listening?

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

Comm100

JANUARY 21, 2020

As customers continue to shift from desktop to mobile as their primary online device, companies must optimize and prioritize mobile digital touchpoints when planning their digital customer experience and customer retention strategies. This post is the second of two that are based on our Omnichannel white paper.

Customer Journeys 210

Customer Journeys Social Media B2C Omni-Channel 210

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. The post Three Ways to Ramp Up Contact Center Quality Assurance appeared first on Calabrio.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

SmartKarrot

APRIL 22, 2022

However, customer acquisition is something that demands focus! Customer retention is a particularly important concept where businesses use different strategies to retain their existing customers. B2B companies will have to bank on customer retention as a key strategy to achieve long-term growth.

Customer Retention 10

Customer Retention B2B Strategy Rewards Programs 10

Education Services Group

JULY 30, 2018

Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) So while there are similarities that can drive the process for identifying appropriate segmentation approaches, a level of customization to achieve optimal results is still required. Download now!

Comparison 53

Comparison Analysis Metrics Customer Success 53

CustomerSuccessBox

JUNE 21, 2022

This leads to a smooth transition of customers and creates a better customer experience. A best practice for a firm’s growth is to create more cohesion among departments working toward a unified goal —long-term customer retention. Customers, usually, stay loyal to a firm that invests its resources in onboarding content.

Strategy 52

Strategy Customer Retention Video Sales 52

inQuba

JANUARY 10, 2019

Digitization has changed the business environment leaving customers in control of who they choose to do business with. As a result executives are faced with decreasing retention rates, and acquiring new customers can cost up to 25% more than retaining existing customers. Want to read the rest of the 2019 white paper?

Management 40

Management Customer Retention Customer Journeys Marketing 40

Integrity Solutions

APRIL 19, 2024

Create and share a library of content that matches with that customer’s needs/industry/role/other information you’ve learned about them. This is essential to customer retention and loyalty. You want the customer to come back next time every time. Add value that’s relevant to them throughout the journey.

Sales 103

Sales Loyalty Contact Center Communication 103

Customers That Stick

SEPTEMBER 18, 2014

A white paper compiled by PunchTab indicates that many Millennials shop online daily.). Blog customer-loyalty Guest Posts customer loyalty customer retention' With that in mind, Millennials won’t be satisfied with a loyalty program that isn’t integrated into their highly mobile lives.

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Download our white paper, Neuroscience and Customer Success , to learn more about the implications discussed in this blog post. Download our Neuroscience and Customer Success white paper. Learn More!

Customer Success 51

Customer Success Customers Study Strategy 51

Totango

AUGUST 23, 2022

Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. White papers. Customer Success Communities. 8 Types of Customer Journey Touchpoints for B2B SaaS Clients. Improved experiences deliver better outcomes for customers and higher satisfaction. Video chat.

Customer Journeys 119

Customer Journeys Touchpoint B2B Social Media 119

Education Services Group

OCTOBER 4, 2018

It’s your job to set customer expectations, drive them toward success, and ensure they get value from your product as early and frequently as possible. Check out the full list in our white paper, Onboarding your Customers with Purpose, Momentum, and Precision.

Customer Success 53

Customer Success Tips Course Customers 53

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Ready to embark on the customer-mapping journey?

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense.

Airlines 164

Airlines Hotels Customer Experience Connections 164

One Millimeter Mindset

OCTOBER 8, 2018

Customers are skeptical enough about making the decision do business with organizations. Download my white paper on selling to skeptical decision makers. Find out how to anticipate customer skepticism, before they intimidate us. That is scary stuff, folks.

Engagement 74

Engagement Customer Experience Sales Customers 74

Education Services Group

FEBRUARY 1, 2023

In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” we shared a timeline that CS leaders should allot 6 to 12 months to test, iterate, and validate the initial engagement models, customer journeys, health scores, playbooks, and broader data mapping.

Effort Score 52

Effort Score Customer Success Metrics Hotels 52

Hallmark Business Connections

AUGUST 11, 2021

Keep in mind that companies with strong omnichannel approaches have an average customer retention rate of 89% , while companies with weak omnichannel engagement retain only 33% of their consumers. You need to capture your audience’s attention in both spaces. Therefore, your online and offline messaging strategies should work in tandem.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Education Services Group

APRIL 25, 2021

If you said ‘no,’ you’ve got some work to do because creating a consistent CSM experience leads to a consistent customer experience. Engaged and productive CSMs are better able to grow an engaged and happy customer base. I could write an entire white paper on Customer Success monetization.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

Education Services Group

MAY 11, 2018

If you’ve been following our white papers, you know we believe most companies follow the 80/20 Rule. In short, it’s the idea that most CS teams focus on their biggest customers, typically because of limited resources. Share with us – How are you reaching your lower-tier customers?

Customer Success 40

Customer Success Engagement Customer Journeys Case Study 40

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Customer retention could generally be traced down to customer satisfaction.

Advertising 63

Advertising Customer Retention Customers Customer Journeys 63

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Experience is Decided by You article. Loyalty is Not Just for Customers article. Customer-Centricity Means Customer-Centric BKM: Amazon, USAA, Zappos. Customer Retention Begins With Trust article.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Beyond Philosophy

SEPTEMBER 6, 2016

Let us deal with the second challenge first: gaining insight into what represents value for prospective customers. Process-oriented companies focus on creating benefit by keeping customers, optimizing their purchases over time and stemming rates of defection or recovering lost customers.

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

Bold360

DECEMBER 22, 2016

Learn how a customer service bot can help you improve customer retention and cx - download our free white paper! The post What I learned about Conversational Bots from 1 question by my 13-year-old daughter appeared first on Nanorep - Digital Customer Self-Service Solution.

Self Service 40

Self Service Customer Retention Feedback Engagement 40

Education Services Group

MAY 25, 2018

Discover more about hitting the ground running with ES integration into your CS strategy by downloading our white paper, “Turning Knowing into Growing: Integrating Education Services for More Powerful Customer Success.”. Share with us – How have you leveraged Education Services in your Customer Success Strategies?

Customer Success 45

Customer Success Customer Journeys Return on Investment Sales 45

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. In turn, relationship quality links and contributes to the perception of satisfaction and trust, creating business outcomes of customer retention and advocacy.

Consulting 60

Consulting Loyalty Advertising Analysis 60

Beyond Philosophy

MAY 14, 2015

Goodness knows you have several examples of what happens when an organization violates the trust of the Customers’ it serves ( Target, General Mills ). However, you can violate the trust in ways other than a data breach or poor policy decision.

Self Service 60

Self Service Exercises Call Center Analysis 60

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. Use a Card or Stationary.

Social Media 136

Social Media How To Return on Investment Customers 136

One Millimeter Mindset

APRIL 10, 2019

Learn more by downloading my white paper: New Strategies for Selling to Skeptical Technical Decision Makers by clicking on this LINK. Finding common ground through storytelling catalyzes professional development, workforce engagement and customer and stakeholder success. Why move beyond the stuff that gives them Pause?

Customer Retention 13

Customer Retention Employee Experience Communication Culture 13

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Well-trained operators mean better customer satisfaction. Better Customer Retention.

Social Media 124

Social Media Customer Service Strategies Strategy Customer Service 124