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

Experience Investigators

FEBRUARY 1, 2022

Customer experience management means caring about the employees who are designing, delivering and driving customer journeys. It means investing in their education, their feedback cycles, and their wellness. It also means tapping into their ideas around innovation for the customer experience. . It’s literally a win/win.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

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. Nobody knows what a mis-step is until you educate them through CX insights.

CX 62

CX Non-Profits Data Mining Start-ups 62

ClearAction

OCTOBER 16, 2019

Michael Brenner, CEO of Marketing Insider, says: “The biggest mistake companies make when analyzing retention rates is not seeing that a high churn rate is the result of poor customer acquisition efforts.” Creating & keeping a customer (i.e. customer-centric management) is guided by customer lifetime value.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

Experience Investigators

JUNE 22, 2021

Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Leaders need to challenge their teams to consider those quiet but almost-gone customers. . And what about “the rest of them?”

Close the Loop 108

Close the Loop Customer Journey Map Education Invoicing 108

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

Totango

AUGUST 21, 2020

Investing in customer success means investing not just in your customer’s success, but in that of your enterprise. Investing in customer success can: Increase customer retention rates and keep customers engaged. Increase customer-centered growth through expansions.

NPS 78

NPS Sports Customer Retention Sales 78

Totango

AUGUST 27, 2019

The easiest way to calculate CLV is to multiply the annual profit gained from a customer by the average length of time of customer retention. Knowing each customer’s customer lifetime value helps you know how much you should be spending on customer acquisition.

Education 61

Education Customer Acquisition Customer Retention Customer Loyalty 61

Zendesk

DECEMBER 1, 2021

Perhaps your customer learned about your company through a social media post, an advertisement, or a reference from a friend. The next step for these potential customers is to consider a purchase. Marketing automation and CRM software need to provide access to customer data that can inform customer retention behaviors at every stage.

CRM 52

CRM Social Media Customer Acquisition Customer Loyalty 52

SurveySensum

SEPTEMBER 5, 2023

A positive SaaS experience facilitated by cutting-edge SaaS feedback software leads to satisfied, loyal customers who not only stay but also become your advocates. These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

SurveySensum

NOVEMBER 23, 2023

When you invest in digital customer experience, you will get more business, either through word-of-mouth or through increasing the customer retention rate. As stellar customer experience is something consumers expect from businesses, investing in it will improve customer loyalty. Data confirms this as well.

Customer Experience 52

Customer Experience E-commerce CX AI 52

MattsenKumar

MAY 18, 2021

With limited users, the competition will become stiff, and the focus will surely shift from customer acquisition to customer retention. With a limited number of customers to acquire, it makes sense to spend on customer retention and clock a higher customer lifetime value.

E-commerce 52

E-commerce Net Promoter Score Engineering Social Media 52

Totango

DECEMBER 1, 2020

Not only does customer loyalty equal a higher lifetime value as compared to short-term clientele, but long-term customers boost brand image and are more likely to provide word-of-mouth advertising to their peers. Even if clients don’t churn, a lengthy setup will inevitably cause a slower time-to-value (TTV).

Net Promoter Score 65

Net Promoter Score Customer Acquisition Education Customer Loyalty 65

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

Intercom, Inc.

MARCH 26, 2019

There is no point exerting lots of energy attracting new customers if you struggle to keep your existing customers happy and subscribing to your service. Indeed, we have gone so far as to say that “ customer retention is the new conversion ,” and the data backs that claim up. Building better relationships.

Invoicing 128

Invoicing Sales Customer Retention Start-ups 128

Intercom, Inc.

NOVEMBER 14, 2019

But it’d be a mistake to focus all your attention on acquiring customers. In the age of SaaS when customers aren’t guaranteed to stick around month-to-month, you need to ensure strong customer retention to drive long-term growth. But what’s embedded in all of that is building a relationship with your customer.”.

Sales 108

Sales Gaming Education Customer Acquisition 108

Intercom, Inc.

MAY 10, 2018

I hosted Andrew on our podcast to chat about the changing landscape of customer acquisition, how his “Law of Shitty Clickthroughs” manifests itself in today’s growth channels, and what the rest of us can learn from the likes of Dropbox and Uber. You just finished the Retention Series, and you’ve also got the Growth Series.

Start-ups 224

Start-ups Gaming Customer Acquisition B2B 224

Totango

NOVEMBER 7, 2019

That’s why you should learn how to identify at-risk customers so you can prevent churn before it strikes. . How to Identify At Risk Customers. Identifying customers that might churn helps you forecast net revenue and create a plan for new customer acquisition.

Net Promoter Score 83

Net Promoter Score NPS Customer Acquisition Start-ups 83

Intercom

JULY 19, 2021

What’s more, Forrester’s study, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , revealed how conversational support can fuel customer retention and business growth across the entire business. Enhanced customer satisfaction (58%). Improved customer acquisition (54%).

Machine Learning 64

Machine Learning Customer Satisfaction Sales Education 64

Qualtrics

NOVEMBER 30, 2020

Put simply, when you give customers a great experience they’ll buy again, be more loyal to your brand and share their experience with other people. You’ll see improvements in: customer retention. customer loyalty. customer lifetime value (CLV). 15 ways to improve the ecommerce customer experience.

Customer Experience 42

Customer Experience Net Promoter Score E-commerce Retail 42

Intercom, Inc.

JUNE 28, 2018

Rather than needing to educate them about those three things, about the way in which they could go about thinking about the software and find it, just giving it to them was enough. Casey Winters on convincing your users to stick around.

Start-ups 160

Start-ups Engineering Gaming Innovation 160

Intercom, Inc.

JUNE 28, 2018

Rather than needing to educate them about those three things, about the way in which they could go about thinking about the software and find it, just giving it to them was enough. Casey Winters on convincing your users to stick around.

Start-ups 126

Start-ups Engineering Gaming Innovation 126