Aquire

SEPTEMBER 30, 2021

Does your business focus more on customer acquisition or customer retention? The most common answer is acquisition but the focus should be on retention. With the right customer retention strategies, you can ensure steady revenue and avoid losing market share to competitors.

Customer Retention 52

Customer Retention Customer Acquisition Start-ups Customer Satisfaction 52

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Sixty-four percent of U.S.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Fonolo

MAY 16, 2019

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention.

Customer Service 124

Customer Service Customer Acquisition Customer Retention Education 124

Inside Customer Service

JUNE 23, 2022

My first customer service interaction didn't end well. An irritated customer approached and I said the wrong thing. It was a terrible feeling to see a customer literally walk out the door. The key to service recovery is restoring trust. Why is service recovery important? He stormed out of the store.

Customer Acquisition 162

Customer Acquisition Customer Retention Social Media Start-ups 162

VOZIQ

AUGUST 13, 2023

Gresham’s innovative strategies will guide you in creating personalized experiences that resonate with your customers’ deepest desires, fostering unbreakable bonds of loyalty. This book delves into the importance of customer satisfaction and loyalty in building a successful business. These were our picks for the quarter.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. Before that, What is Customer Service in Retail?

Retail 52

Retail Customer Service E-commerce Social Media 52

Shep Hyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. My Comment: There is a lot of crossover between customer service and CX training. Then read this article.

Customer Service 47

Customer Service Retail B2C Manufacturing 47

Intercom

AUGUST 23, 2022

Customer retention has never been more critical to business success than it is today. That’s why companies should look to support – and retain – the customers they have. Shifting focus to customer retention can actually be twice as powerful as customer acquisition.

Customer Retention 105

Customer Retention Customer Acquisition Touchpoint Education 105

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Customer Loyalty Social Media Education 60

Zendesk

FEBRUARY 29, 2024

However, a pattern of consistent customer cancellations or downgrades indicates that there may be issues with your product or your customer experience. Understanding this metric can help you in key areas like: Customer retention : Revenue churn can help identify what your customers appreciate—and what they don’t.

Customer Retention 52

Customer Retention Customer Acquisition Artificial Intelligence CX 52

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. Before that, What is Customer Service in Retail?

Retail 40

Retail Customer Service E-commerce Social Media 40

ClearAction

APRIL 13, 2023

Selling to the right type of customers makes everything better. Check-in with your Chief Operating Officer and VP-Customer Service: What are their biggest costs caused by customers? What types of customers are causing those costs? Is your ICP truly ideal? refunds, escalations, complaints, inquiries, etc.)

Customer Acquisition 62

Customer Acquisition Customer Retention CX Customer Loyalty 62

CSAT.AI

SEPTEMBER 29, 2022

It does, however, have to do with your customer’s pain points and whether or not your product is alleviating them (or adding to them). In our previous blog, “Customer Success Managers and Customer Service: Differences and Integration,” we talked about how customer success involves developing relationships with customers.

Sentiment Analysis 106

Sentiment Analysis B2B B2C Customer Acquisition 106

VOZIQ

JUNE 6, 2022

Every month, we put together the best resources from around the web to help recurring revenue businesses navigate customer retention and experience challenges, and stay on top of the latest trends. Are You Tracking the Customer Service Metrics That Really Count? Customer Acquisition Really Stinks Sometimes.

Customer Acquisition 40

Customer Acquisition Customer Retention AI Customer Experience 40

Execs In The Know

MARCH 13, 2023

During Customer Response Summit (CRS) Austin, Julie Weingardt, Chief Operations Officer at Turo, was one of our keynote speakers. Weingardt is responsible for marketplace support, all customer service support, the trust and safety division, the verification of guests and hosts, and touts herself as a customer obsession officer.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Return Customer

MAY 24, 2022

Research by Deloitte and Touche reported that businesses that prioritize customers are a whopping 60% more profitable than those that don’t. And that 1 in 4 customers would pay 10% more just for better customer service as per ShepHyken’s 2021 Achieving Customer Amazement Report. Conclusion.

Customer Acquisition 67

Customer Acquisition Omnichannel Customer Retention Sales 67

Lightico

MARCH 18, 2022

When you think of the traditional view of customer service, it seems counterintuitive that creating ways for customers to have less interaction with their insurance agent would improve the customer experience (CX). But in today’s digital environment, customers want control.

Customer Experience 59

Customer Experience Customer Acquisition Social Media Artificial Intelligence 59

Beyond Philosophy

DECEMBER 6, 2018

It surprises me how organizations don’t treat their customers better. I suspect this is because the cost of customer acquisition can be hidden amongst the other figures. Nonetheless, it costs less to keep customers than getting new customers. This statistic is up 14% from the previous year.

Customer Experience 164

Customer Experience Customer Acquisition Customer Retention Customer Service 164

Beyond Philosophy

APRIL 14, 2022

However, here are some of the stats that stood out to me most: 73% of business leaders reported a direct link between customer service and business performance. 64% of business leaders say that customer service has a positive impact on the company’s growth . 60% say customer service improves customer retention .

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

ClearAction

NOVEMBER 11, 2022

On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. we’re reminded again.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

TeamSupport

MAY 3, 2023

Improves customer retention and acquisition. Customers remain loyal to companies that are consistent and offer quality customer service. Reduces cost of customer support. Reduces cost of customer support. Here is how ticket deflection benefits the company.

Customer Satisfaction 98

Customer Satisfaction Customer Acquisition Education Customer Retention 98

Taylor Reach Group

MARCH 10, 2020

You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in this area. Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand.

Customer Experience 123

Customer Experience Customer Journey Map Customer Retention NPS 123

ClearAction

DECEMBER 5, 2023

Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and Customer Retention costs (Customer Health Score), which lead to Margin Expansion. Why should any of these efficiency efforts ignore what customers value?

CX 62

CX Non-Profits Data Mining Start-ups 62

Zendesk

OCTOBER 13, 2022

That kind of customer experience is well within reach—and well worth the investment, according to fresh data from the 2022 Zendesk CX Accelerator report. The CX Accelerator report showcases insights from nearly 5,000 customer service professionals all over the world. Let your CX organization drive customer retention and loyalty.

Retail 52

Retail Customer Retention CX Gaming 52

Zendesk

NOVEMBER 28, 2023

This includes answering common customer concerns while also ensuring customers completely understand the product for maximum adoption and customer retention. In this guide, we’ll touch on the basics of SaaS customer support and the steps you can take to implement a successful support ecosystem.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

Experience Investigators

FEBRUARY 1, 2022

It’s fairly common that as employees rise up in the organization, they get farther and farther away from the customer. They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. It’s literally a win/win.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

VOZIQ

APRIL 4, 2022

Instead, ready-to-act intelligence and prescriptions can turn your agents into customer retention superstars. Empowered agents can deal with customers with authority, and customers will feel valued when dealing with such agents. Provide them with decision-making abilities. Invest in their coaching and development.

Contact Center 40

Contact Center Customer Retention Predictive Analytics Customer Acquisition 40

Helpt

AUGUST 25, 2023

Customer Retention: Poor customer experiences due to tech issues can lead to lost sales and declining customer loyalty, creating a long-term revenue drain. Off-shore technical support typically involves outsourcing customer service operations to a foreign country where labor costs are lower.

Gambling 52

Gambling Customer Satisfaction Start-ups Customer Retention 52

Shep Hyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees.

Customer Service 12

Customer Service Customer Retention Manufacturing Business Growth 12

SugarCRM

DECEMBER 6, 2022

Many companies are now turning to their CRM to help both aid in customer retention and prevent customer churn. Because of this shift in customer expectations and needs, forward-thinking utility executives are placing a higher emphasis than ever on being proactive with their customer support strategies. .

CRM 26

CRM Customer Experience Customer Acquisition Customer Retention 26

Zendesk

APRIL 5, 2022

It’s now more important than ever for support teams to track customer retention metrics. You want to ensure you’re putting your best customer service foot forward so buyers continue doing business with you. We surveyed top SaaS support teams to identify the most important customer retention metrics to measure.

Customer Retention 98

Customer Retention Net Promoter Score NPS Retail 98

Return Customer

JULY 25, 2018

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. In addition, 97.6%

Social Media 67

Social Media Customer Acquisition Customer Expectations Customer Service 67

ClearAction

OCTOBER 16, 2019

Sweetened deals to lure away competitors’ customers can alienate existing customers. A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles. Creating & keeping a customer (i.e.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

Beyond Philosophy

SEPTEMBER 6, 2016

It’s extremely important for targeting the best customers that their array of value requirements are well understood and that the resources devoted to getting these customers be well-applied. Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts.

Non-Profits 74

Non-Profits Customer Acquisition Social Media Sales 74

Shep Hyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better.

Customer Service 17

Customer Service E-commerce Real Estate Social Media 17

Totango

AUGUST 21, 2020

Customer success is often mistakenly conflated with other business methodologies, so it is important to know the difference and what sets customer success apart. Customer Service Vs. Customer Success. Customer service is reactive and focuses on addressing specific customer problems swiftly and effectively.

NPS 78

NPS Sports Customer Retention Sales 78

Shep Hyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. Enough Already With Customer Feedback. CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. Here are my top five picks from last week.

Customer Service 12

Customer Service Customer Acquisition NPS Customer Expectations 12