Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? If you’re managing a website and wondering how to gauge if your visitors are digging their experience, then Net Promoter Score ® might have popped up on your radar. Most of us associate customer feedback with, well, customers.

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

Comm100

FEBRUARY 6, 2023

5 Customer Experience Trends of 2023 A strong customer experience is critical in helping financial institutions build lasting relationships with their customers, increase revenue, and stay ahead of the curve. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. A good CX is customer-centered.

Financial 80

Financial 2023 Blog Customer Experience 80

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. It is all about how businesses interact with their customers to form a meaningful connection. Increasing customer retention rates by 5 percent increases profits by 25-95 percent.

Blog 120

Blog Brands Engagement ROI 120

Comm100

SEPTEMBER 19, 2022

The primary reason for implementing chatbots into customer service is to improve communication with customers and help them get answers to their queries in real-time. Engaged customers mean greater retention, which in turn increases conversions and maximizes revenue. How does all of this work, anyhow?

Blog 63

Blog Social Media Customer Satisfaction Customer Relationship Management 63

One Millimeter Mindset

DECEMBER 12, 2018

Customer retention is a business growth, expansion and sustainability strategy. However, in reality, customer retention is firmly in the hands of everyone else in the organization who usually is not part of the customer acquisition process. 3 Ways to improve Your Customer Retention Scorecard. Enjoy this blog post?

Customer Retention 63

Customer Retention Blog 2018 Workshop 63

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. Click here to read the blog. Click here to read the blog. How to Calculate 6 Key Customer Success Metrics. Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

ShepHyken

OCTOBER 18, 2019

This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. To help her deal with her miserable life,” was the response. he asked. “To

Blog 88

Blog Customer Service Books Article 88

One Millimeter Mindset

DECEMBER 13, 2018

These 5 One Millimeter Mindset Collaborative Storytelling Blog posts are focused on helping you “see” your organization’s or association’s stories as vibrant testimonials of how you serve customers. How we ponder the implications from each enduring heroes’ and heroines’ tale makes a difference in how we approach our lives.

Blog 68

Blog 2018 Workshop Customer Retention 68

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 115

Customer Success 2023 Customer Satisfaction Demo 115

ShepHyken

JANUARY 18, 2019

How committed are you to creating a better experience for consumers if your strategic goals aren’t truly strategic? Would you believe they actually cared about how the experience was? This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again.

Blog 93

Blog Customer Experience Contact Center Airlines 93

ShepHyken

SEPTEMBER 13, 2019

However, there’s always room for improvement in how customers are engaged via chat. . In a survey conducted of 400 consumers and 100 businesses, 95% of respondents said they would prefer slower support if it meant the quality of help was higher. One of the most successful ways to enhance the customer experience is through live chat.

Blog 109

Blog Customer Experience Article Document 109

BlueOcean

APRIL 24, 2024

Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions. Practicing environmentally conscious efforts can help companies (and, yes, your vendors) improve operational efficiencies and costs.

Contact Center 177

Contact Center Government Measurement Document 177

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. While people might not remember exactly what you said, they’ll always remember how you made them feel. Some of us sped up. Roll the tape back.

2020 98

2020 Blog 2021 Chief Customer Officer 98

ShepHyken

MAY 25, 2018

Customer retention used to be considered just a “service problem.” Here are five keys to building more compelling, sustainable relationships – concepts which help us avoid creating unwanted tension and ensure both parties receive value from each exchange: Get out in front, before things get bad. – Shep Hyken.

Customer Relationships 74

Customer Relationships Blog Call Center Presentation 74

Totango

APRIL 4, 2024

Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion. Would everyone have the same goal, or would it vary from team to team? This is what businesses need to survive in today’s environment.

Sales 91

Sales Customer Success Insights Webinar 91

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. HR technology solutions can help tremendously in this realm as they allow HR departments to select pre-defined career pathways and share them seamlessly with employees.

Blog 106

Blog Engagement Technology Feedback 106

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Repeat purchase is however driven by how happy the customer is after a transaction. Traits that define a great customer service rep.

Customer Service Training 78

Customer Service Training Blog Customer Service Article 78

Kapta Customer Success

MARCH 18, 2024

Looking for ways to increase customer retention and lifetime value? Read our blog to learn what customer bonding is and how it helps increase customer lifespan.

Customer Retention 59

Customer Retention Customers Blog Customer Engagement 59

ShepHyken

DECEMBER 20, 2019

As a consumer, how do you feel when you receive a poor customer experience? Positive recommendations are extremely valuable, helping businesses to grow. Positive recommendations are extremely valuable, helping businesses to grow. Customer retention and procurement will help to increase your bottom line.

Blog 83

Blog Customer Experience Roadmap Financial 83

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.

Customer Retention 102

Customer Retention Customer Success Customer Relationship Management Loyalty 102

ShepHyken

FEBRUARY 16, 2018

Mystery shopping is a great way to capture an understanding of how your brand is performing in the eyes of your customer, but if your team does not have the ability to place this data alongside information from the rest of the industry, then you will be unable to accurately reflect how you stack up.

Blog 86

Blog Measurement Customer Centricity Article 86

Totango

OCTOBER 18, 2023

Totango, customer success software your business can’t outgrow, provides unlimited scalability and unmatched time to value that helps cross-functional enterprise teams drive productivity, retention, and expansion. Totango accelerates revenue retention and customer growth Last month at Totango Live! , customer health).

2023 104

2023 Customer Journey Mapping Customer Journey Customer Success 104

ShepHyken

OCTOBER 25, 2019

Who you hire, then how you lead them. So how can we do it? Start some questions with “tell me about a time that you…” the idea is to prompt your candidate to talk about their successes and failures and get a gauge on how empathic they are. How can you and your leaders help your agents feel happy and motivated?

Call Center 76

Call Center Leadership Blog Contact Center 76

Feedbackly

NOVEMBER 17, 2022

Sure enough, the simple question of how likely a customer is willing to recommend the business to others captures many aspects like satisfaction, loyalty, and retention rate. How is EVI® Better? EVI® captures how customers feel at different stages and touchpoints in the journey and provide valuable insights for businesses.

NPS 98

NPS Net Promoter Score Touchpoint Metrics 98

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc. Magazine) Customer retention is a crucial aspect of any successful business.

Article 67

Article Customer Service Hospitality Hotels 67

Totango

JULY 22, 2022

You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion. Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. .

Communication 103

Communication NPS Metrics Engagement 103

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Now, the next hurdle is finding the apt tool or software to help with retention. And that’s probably why you are here, right?

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

Retently

MARCH 29, 2023

This huge success actually shows us the big picture of how markets work. So how does the world’s NPS leader achieve such a high level of customer satisfaction? Total pre-orders for Tesla Model 3 surpassed many expectations at more than a quarter of a million in less than three days. Battery charging.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

2018 59

2018 Blog B2B 2014 59

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

2019 64

2019 Blog E-support Chief Customer Officer 64

ClientSuccess

FEBRUARY 22, 2023

While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. This article will explore the differences between customer success and customer support and how they work together to help businesses succeed.

Customer Success 70

Customer Success Customer Satisfaction Customer Service Representative Webinar 70

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. 10 Punny Customer Success Jokes. Churn Monster: Slacker Customer.

2018 49

2018 Blog Net Promoter Score Social Media 49

Daniel Group

AUGUST 1, 2023

When starting a CX program, it is easy to identify business outcomes but more challenging to, for example, measure customer retention after embarking on a Customer Experience initiative. In my recent blog, What We’ve Learned to Help Clients Generate NPS Growth! , How do we know this? Get it Right.

Measurement 52

Measurement 2005 NPS B2B 52

Totango

NOVEMBER 10, 2023

How’s that for a few spicy thought starters? Broker strong C-suite partners (especially with the CFO) Here’s the reality: growth is hard; acquisition is expensive; retention is a cross-functional effort. In today’s constantly changing environment, B2B companies will drive the majority of their growth from retention and expansion.

Customer Success 100

Customer Success Customer Journey Mapping 2023 Customer Journey 100

Retently

JULY 11, 2022

In this post, we’ll explain how you can do it, as well as how you can use this data to adjust your business to increase MRR, improve retention and generate more revenue. They can cancel, costing lost revenue and negative publicity in the form of blog and forum posts, potentially hurting your MRR even more in the long term.

NPS 158

NPS Net Promoter Score Customer Satisfaction Metrics 158

Totango

SEPTEMBER 22, 2023

“Totango believes being an open platform, working with a wide range of capability used in the enterprise, is vital to ensuring customer success can have the maximum impact of helping businesses retain and grow their customers. Announced during our flagship event, Totango Live!

Multi-Channel 116

Multi-Channel 2023 Customer Success Omnichannel 116

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. Clear, consistent, authentic communication. Stating your mission once is not enough.

Communication 81

Communication Blog Leadership Airlines 81