One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. Then, competing customer retention cultures are sustained by traditional workforce hiring practices.

Customer Retention 61

Customer Retention Culture Workshop Customer Focused 61

SurveySensum

JULY 26, 2023

It’s like a game of “now you see them, now you don’t” with customers jumping ship to competitors in the blink of an eye if they don’t feel valued and satisfied. It is far more expensive to acquire new customers than to retain existing ones and brands understand that. But why is that a big issue?

Customer Retention 52

Customer Retention Retail Social Media Loyalty Programs 52

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond. This is called the customer journey.

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

One Millimeter Mindset

MARCH 9, 2021

An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. Because professional proactivity is central to a cross-functional customer retention strategy. You know this. I know this. We all know this.

Customer Retention 102

Customer Retention Leadership Innovation Consulting 102

InMoment XI

FEBRUARY 14, 2024

Aside from convenience, there are many other advantages of implementing an omnichannel customer experience strategy. Consistency Omnichannel strategies ensure a consistent experience across all channels, which builds trust and loyalty among customers. But, it may not be as hard as you think. Schedule a demo today!

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

Happy or Not

OCTOBER 11, 2021

Last week’s October 5th was the annual international Customer Experience Day. While CX Day will come and go, keeping your customers happy year round is the pillar of customer retention and supports that your CX efforts will be successful. . Your best customer is the one who keeps coming back to you.

Customer Retention 69

Customer Retention Workshop Social Media Customers 69

BirdEye

AUGUST 3, 2023

Improve customer loyalty Asking for feedback makes your customers feel valued. And if you take steps to improve customer success, your customers will feel like you care. This fosters more customer loyalty. Put the customer first, and everything else will fall into place.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Net Promoter Score 98

InMoment XI

MAY 4, 2023

Segmentation will help you zero in on the best ways to provide for and delight your customers and with a tailored approach, lean into specific areas to drive customer retention and customer loyalty to weather the storm, earning growth in the short and long term for your business.

Customer Experience 295

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 295

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

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 Loyalty Loyalty Programs Social Media 60

Retently

MAY 31, 2024

This could mean deploying automated email campaigns (such as customer retention emails), rapidly sharing feedback with the right teams, or building best practices around soliciting feedback from customers. But when it’s all said and done, your CSMs are really there to learn how and why customers interact with your product.

Customer Success 146

Customer Success Management Net Promoter Score Feedback 146

InMoment XI

FEBRUARY 2, 2024

Studies have shown that companies that engage with customer feedback can see up to a 5-10% increase in customer retention rates. It lets customers know that there’s a human behind your brand, and you’re open and receptive to changing your processes if inefficiencies are continually being called to attention.

Hospitality 260

Hospitality Call Center Retail NPS 260

Retently

MAY 21, 2024

Well, NPS is like a quick pulse check on customer satisfaction and loyalty. It’s a straightforward metric that can tell a business a lot about where it stands in the eyes of its customers. Customer Retention : Keeping customers happy is cheaper than finding new ones. Cultural NPS bias What is it?

Net Promoter Score 145

Net Promoter Score NPS Culture Feedback 145

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 130

Customer Retention B2B Customers Loyalty Programs 130

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. Not all mind you, but enough that I knew it wasn’t a culture where I wanted to hang about.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

Experience Investigators by 360Connext

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. Organizations are realizing that a customer-centric culture is key to driving growth and profitability. Level 3: Alignment and Integration Ultimately, the goal is to gain alignment throughout the organization and your culture.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

PK

JULY 15, 2019

in The Forrester Wave : Loyalty Service Providers, Q3 2019 report. Whereas past Wave reports have focused on loyalty platform technology providers, this is the first time a Wave report focused exclusively on leading loyalty firms offering services, from visioning and strategy through design, development, and launch of new member experiences.

Loyalty 45

Loyalty Loyalty Programs Roadmap Rewards Programs 45

InMoment XI

APRIL 18, 2023

For instance, the marketing team might focus on driving loyalty and retention. CX teams will have more impact if they work with the marketing function’s unique goals and align their priorities to reach the end goal: delivering great customer experiences. Different teams have different goals and incentives.

ROI 260

ROI 2023 Events Insurance 260

BlueOcean

OCTOBER 6, 2020

Is There Still Cultural Alignment? Cultures evolve, that much is clear. As these cornerstones of a business transform themselves, the company’s culture may follow suit. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Education Services Group

DECEMBER 7, 2020

What’s the difference between emotional and behavioral loyalty? Let’s face it – customers are expensive to obtain. The goal for Customer Success organizations is to develop emotional loyalty in your customers as opposed to behavioral loyalty. I did not love their brand or their service.

Loyalty 52

Loyalty Customer Success Culture Customers 52

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty.

Article 93

Article 2020 Customer Service Customer Retention 93

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses can adopt similar algorithms to offer personalized experiences to their customers. Customized Loyalty Programs Loyalty programs have been a staple of customer engagement for decades. However, modernizing them with personalized rewards and incentives can take customer loyalty to new heights.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Experience Investigators by 360Connext

FEBRUARY 1, 2022

After all, if you sell a product or service and customers buy that product or service, they are having an experience. It most likely isn’t designed to build trust and loyalty throughout their journey. Technically, you can ignore all of that and you STILL provide customer experiences. It’s literally a win/win.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Kayako

SEPTEMBER 14, 2018

But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty. Why does live chat reign supreme over every other customer support channel, even while 47% of consumers haven’t had a positive live chat experience in the last month?

Loyalty 72

Loyalty Sales Competitive Advantage Consumers 72

SurveySensum

JULY 11, 2023

Companies that succeed at customer experience increase their sales at a rate that is 4-8 percent higher than the market average. This is due to the fact that a greater experience fosters stronger loyalty, converting consumers into promoters with a lifetime value of 6 to 14 times – Bain & Company, Are you experienced?

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

SurveySensum

FEBRUARY 29, 2024

Employee satisfaction is the heartbeat of a productive and harmonious workplace, fostering loyalty, motivation, and a shared commitment to organizational success. Their sense of fulfilment and commitment sparks a culture of continuous improvement, driving the company forward! Sounds exactly like a recipe for a miracle, right?

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Thematic

AUGUST 21, 2023

Creating feedback loops by implementing changes and improvements based on customer suggestions. Consistent communication with customers about actions taken in response to their feedback to foster trust and loyalty. TL; DR Feedback loops collect, analyze, and use customer feedback to improve products and services.

Feedback 62

Feedback Customer Satisfaction Customer Retention Loyalty 62

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. A couch potato storytelling culture emphasizes drama over minor skirmishes. What if current and potential customers run their businesses well-enough, so that big, hairy problems never, or rarely, occur?

Culture 71

Culture Workshop Leadership Books 71

Optimove

NOVEMBER 15, 2023

In this blog, we’ll explore the key reasons why segmentation and SMS go hand in hand — and why this Customer-Led Marketing tactic is essential for increasing customer lifetime value (CLV) and fostering loyalty for life. Therefore, understanding the local time zones and cultural nuances is crucial.

Return on Investment 59

Return on Investment ROI Customer Retention Loyalty 59

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Optimove

NOVEMBER 15, 2023

In this blog, we’ll explore the key reasons why segmentation and SMS go hand in hand — and why this Customer-Led Marketing tactic is essential for increasing customer lifetime value (CLV) and fostering loyalty for life. Therefore, understanding the local time zones and cultural nuances is crucial.

Return on Investment 52

Return on Investment ROI Customer Retention Loyalty 52

Comm100

APRIL 22, 2024

Live chat systems provide a seamless communication channel for real-time customer interactions. This technology enhances customer experience by offering immediate assistance, a critical factor in boosting customer retention and loyalty.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction Culture 53

CSM Magazine

JANUARY 30, 2024

Through tailored recommendations, individualized communications, and a genuine interest in your well-being, these companies foster a sense of connection and loyalty. You’ll notice that they remember your name, anticipate your needs, and treat you as a valued individual, not just another customer.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs.

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Centricity Customer Journey 52

ShepHyken

JANUARY 10, 2022

He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well. Customer Service Is the New Upsell by David Wagoner. Business 2 Community) We all know that keeping your customers happy is the key to building loyalty and earning repeat business.

Article 76

Article 2022 Customer Service Loyalty Programs 76