ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers? .

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty?

2018 72

2018 Article Customer Service Loyalty 72

InMoment XI

SEPTEMBER 12, 2023

This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. When used in competitive analysis, these databases can help you understand how your competitors are succeeding in areas like customer retention and loyalty programs.

Marketing 260

Marketing Competitive Advantage Return on Investment Poor Customer Service 260

ShepHyken

AUGUST 22, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. My Comment: Losing customers is obviously not a good business strategy.

2016 0

2016 Article Customer Service Customer Retention 0

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

2017 59

2017 Article Social Media Customer Service 59

CSM Magazine

OCTOBER 27, 2023

Representatives who are skilled across multiple areas can adapt to changing customer expectations and devise creative solutions, thereby reducing frustration and enhancing the customer experience. This versatility eliminates the need for customers to seek solutions elsewhere, fostering loyalty to the business.

Customer Service 64

Customer Service Loyalty Call Center Innovation 64

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. What is customer loyalty?

NPS 72

NPS Net Promoter Score Customer Service Loyalty 72

Horizon CX

FEBRUARY 7, 2024

However, in the pursuit of automation and streamlining processes, there’s a risk of losing the human touch that is vital for delivering exceptional customer experiences (CX). Automated responses or robotic interactions can leave customers feeling undervalued and frustrated.

2024 52

2024 Loyalty Customer Service Representative Interaction 52

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business.

Contact Center 62

Contact Center 2010 Loyalty Customer Retention 62

Playvox

FEBRUARY 13, 2023

With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task. It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. But what’s the real value of a loyal customer?

Contact Center 78

Contact Center Multi-Channel Customer Retention ROI 78

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But the damage doesn’t stop there.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Team Support

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. The chatbot then delivers a resource to the customer to help them reset their password.

Customer Satisfaction 98

Customer Satisfaction Loyalty Customers Interaction 98

Storyminers

JULY 29, 2016

The following article was first released on June 8th at Clutch.com. There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. VP of Customer Experience, Compellon. Annette Franz.

B2C 49

B2C Customer Retention Brands Social Media 49

SurveySensum

JUNE 29, 2023

Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. – Techcrunch As a marketing expert, your goal is not just to attract customers but also to keep them satisfied and loyal. So, How Can You Create Personalized Customer Interactions?

Customer Satisfaction 52

Customer Satisfaction Insights Marketing Exceptional Customer Service 52

ClearAction

APRIL 13, 2023

The gap between what’s promised and what’s received, as seen by customers, is your brand integrity gap. CMOs set expectations for customer acquisition and CCOs assure expectations are delivered for customer retention. Championing brand integrity is the ideal purpose of Chief Customer Officers.

Brands 62

Brands Chief Customer Officer Loyalty Programs 2023 62

GetFeedback

SEPTEMBER 24, 2019

A successful program leads to higher return rates, fewer churns, and more loyal customers. . Although many CX professionals understand the importance of VoC and its impact on experience and customer loyalty, many are unable to quantify the business value of their initiatives (75% to be exact, according to CustomerThink research ). .

ROI 150

ROI Webinar Sales Loyalty 150

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. This article discusses 7 proven methods for establishing a trustworthy brand for your startup.

Brands 52

Brands Social Media Feedback Loyalty 52

Playvox

JANUARY 24, 2022

How well these interactions go can make or break the relationship and determine whether the customer continues to do business with you. A great customer experience is commonly understood to mean that the customer’s problem is solved in a way the customer perceives as effortless. ENJOYING THIS ARTICLE?

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Happy or Not

JULY 18, 2023

Or maybe you understand the importance of the digital transformation and want to get one step ahead of your competition to bring your customers exactly what they’re looking for when they need it the most. Wherever the reason is, we have the answers, and in this article, we’ll cover: What is the online shopping experience?

Customer Experience 36

Customer Experience Social Media Customer Retention Feedback 36

Comm100

FEBRUARY 6, 2023

Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. In this article, we’ll share five customer experience trends that financial institutions should keep up with in 2023.

Financial 80

Financial 2023 Blog Customer Experience 80

Lumoa

FEBRUARY 2, 2023

But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. With a strategic approach, you can design an optimal customer experience that will encourage your customers to return. Let’s get started.

Retail 94

Retail Net Promoter Score Customer Experience Loyalty Programs 94

ShepHyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Enough Already With Customer Feedback. However, there is a more important number, and that is the future sales of the customer.

Article 13

Article 2022 Customer Service Exceptional Customer Service 13

SurveySparrow

JULY 31, 2023

Let’s explore how it drives positive outcomes: Customer Satisfaction : By listening to your customers, addressing their concerns, and incorporating their feedback into your products and services, you boost customer satisfaction. Check out this article. It involves both quantitative and qualitative analysis.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention.

Article 13

Article 2022 Customer Service Rewards Programs 13

LiveChat

APRIL 10, 2017

Put simply: once you build a solid customer base, it’s essential that you shift your focus toward retaining customers and ensuring they remain loyal. 4 Main Tenets of Customer Retention. Each of the strategies we’ll discuss throughout this article fall under one of four main principles: Knowing your customers.

Customer Retention 28

Customer Retention Loyalty Programs Customers Social Media 28

Happy or Not

JULY 4, 2023

Through customer feedback surveys, online surveys, or even direct customer interactions, businesses can gather valuable information about customers, what improvements they desire, and what may be causing dissatisfaction. How to use customer feedback to drive improvement?

Feedback 36

Feedback Customer Satisfaction Customer Retention Loyalty 36

delighted

JUNE 1, 2022

The customer lifetime value formula is essential if you’re looking to achieve substantial growth patterns. If you have a low lifetime value, your business may be failing to deliver on customer expectations. If you’ve got a high figure, it tells you that your customers love to shop with you. Average customer lifespan.

Net Promoter Score 71

Net Promoter Score Customer Retention Loyalty Customers 71

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 143

NPS Net Promoter Score Customer Satisfaction Feedback 143

delighted

JANUARY 20, 2022

Insights into customer satisfaction can help your brand develop better products, create breakthroughs in service delivery, attract ideal customers, and optimize business operations. It can also assist your company with developing and, most importantly, maintaining positive customer relationships. . Online customer reviews.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer Retention 21

Customer Retention E-support Social Media E Commerce 21

Lumoa

FEBRUARY 16, 2023

It will help you gather valuable feedback, identify customer pain points, and work towards better solutions. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. In This Article: What is Voice of Customer(VoC) and Why Is It Important?

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Blog 103

Blog Customer Experience Government Article 103

SurveySparrow

DECEMBER 29, 2023

When it comes to business competition, offering an exceptional customer experience (CX) is an absolute must. An outstanding CX is the heart of customer retention and a key strategy for customer acquisition. Why Build a Customer Experience Roadmap?

Roadmap 52

Roadmap Net Promoter Score Customer Experience Customer Journey Mapping 52

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Loyal customers are valuable.

ROI 103

ROI Customer Experience NPS Financial 103