InMoment XI

JULY 4, 2022

Customer Acquisition: This comes from supporting the brand positioning and positive word of mouth. Customer Retention: Forrester research shows that a customer who receives a positive experience is 2.7x’s likely to remain with your brand as opposed to a customer who has had a negative experience.

ROI 493

ROI Return on Investment Social Media Measurement 493

Totango

JULY 11, 2019

Time and money that could have been saved—if you’d focused on customer retention. New customer acquisition costs a lot. To learn how much you’re spending, add up all of your sales and marketing expenses and divide that amount by the number of new customers won. Don’t pay it over and over to drum up one-time customers. .

Customer Retention 60

Customer Retention Advertising Social Media Customers 60

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. In the meantime, you may want to check out this article on the 4 Phases of Digital Customer Success that was discussed during the webinar.

Webinar 98

Webinar Touchpoint NPS Definition 98

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Genroe

JUNE 11, 2018

Customer feedback is often seen, at worst, as a compliance task and, at best, as a long-term way to increase sales and customer retention. Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much […].

Webinar 61

Webinar Customer Retention Feedback Loyalty 61

AskNicely

AUGUST 17, 2018

And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. This creates an emotional bond between the customer and your brand.

Competitive Advantage 60

Competitive Advantage Feedback Net Promoter Score NPS 60

SurveySensum

JANUARY 4, 2024

However, the issues arise when its feedback is not properly analyzed. The insights gathered from the survey should be properly analyzed in order to extract an action plan from it, especially the feedback gathered from the open-ended questions. Here are some of the feedback shared by the customers.

NPS 52

NPS Webinar Banking Demo 52

Genroe

JUNE 11, 2018

Customer feedback is often seen, at worst, as a compliance task and, at best, as a long-term way to increase sales and customer retention. Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much […].

Webinar 40

Webinar Customer Retention Feedback Loyalty 40

GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. . Check out the full webinar recording here.

ROI 150

ROI Webinar Sales Loyalty 150

Education Services Group

MAY 25, 2022

Having co-founded the massively popular CS community, Gain Grow Retain, and as Higher Logic’s Chief Customer Officer, Jay Nathan has a wealth of knowledge about Customer Communities and how to successfully launch (or revamp) them. We asked him to join us for this month’s webinar to discuss exactly how to do that. .

Webinar 52

Webinar Chief Customer Officer Multi-Channel Engagement 52

Feedbackly

MARCH 1, 2024

Brands that are serious about delivering a better customer experience and retaining their position in the market will focus a lot on understanding customers at an emotional level, taking feedback seriously, and aligning their strategies with the values endorsed by their clientele.

2024 59

2024 Metrics Webinar Brands 59

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! And so that’s kind of step number four – the data is used to arm everyone in the company with action, things that they can do today to improve the customer experience.

Webinar 52

Webinar Roadmap Customer Success Feedback 52

SurveySensum

JANUARY 26, 2024

Through insightful analysis, practical tips, and real-world examples, we aim to equip businesses with the knowledge needed to navigate and enhance their customers’ journey, leveraging the power of a robust customer feedback tool. Let’s get started with the first of five stages of the customer journey – Awareness!

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

CSM Magazine

AUGUST 4, 2023

Imagine a scenario where a coffee shop actively engages with its customers through personalized loyalty programs, social media interactions, and timely promotions. These engaged customers, in turn, share their delightful experiences with friends and family, acting as brand ambassadors and attracting new customers to the coffee shop.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

ClientSuccess

SEPTEMBER 26, 2019

Instead of going head-first into an upsell conversation or trying to ‘sell’ additional services to customers before you even know if they need them or not, try easing into the conversation. . One tactic is offering customers the opportunity to beta test a new service or product. Toolkit: Churn Management Toolkit. .

Customer Retention 49

Customer Retention Net Promoter Score Metrics Customer Success 49

ClientSuccess

AUGUST 17, 2022

Simply put, you cannot have customer loyalty without customer retention and improve customer retention without loyal customer relationships. Here are some tips and tricks to get started: Ask for customer feedback. . Deliver the ultimate experience to your customers with ClientSuccess.

Loyalty 82

Loyalty Customer Retention Customer Relationships Webinar 82

Education Services Group

FEBRUARY 25, 2022

Speakers: Perry Monaco , Head of SMB & Scaled Customer Success at LinkedIn & Jim Mercer , Global Head of Customer Success at Zoom. Watch the recording of this webinar to catch up on the full conversation! The post Webinar Q&A Recap: Nurturing Employee Success in Customer Success appeared first on ESG.

Webinar 52

Webinar Customer Success Leadership Definition 52

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation. Educate and Empower: Empowered customers are loyal customers.

Customer Retention 10

Customer Retention Loyalty Programs Customer Centricity Innovation 10

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. Telcos should also go the extra mile in seeking qualitative feedback.

Customer Centricity 83

Customer Centricity Telecommunications Webinar Feedback 83

ChurnZero

SEPTEMBER 8, 2022

What barriers to success are customers facing today? What process improvements can be made in the way you address customer feedback? Customer education is a way for CSMs to do more of what they do best: focus on their customers’ strategic issues so they feel valued. . Increase customer retention, lower churn.

Customer Success 98

Customer Success Customer Satisfaction Customer Retention Customers 98

SurveySensum

APRIL 1, 2024

Why is Customer Trust Important for Startup Brands? Customer trust is an indispensable asset for startup brands, forming the foundation for customer retention. When customers trust a startup, they are more likely to make repeat purchases and become long-term patrons. Let’s get started!

Brands 52

Brands Social Media Feedback Loyalty 52

Experience Investigators by 360Connext

JUNE 22, 2021

Or maybe they have been trying to share feedback , but don’t feel heard. If you don’t know who this group is, here are a few ways to identify these customers: Evaluate renewal data and investigate the customer journey for those who didn’t renew. Seek feedback when a customer leaves. Ask for what might be missing.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

inmoment

JULY 22, 2020

Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business. You can find it here.

Social Media 52

Social Media Customer Retention Reference Contact Center 52

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

ClientSuccess

JANUARY 10, 2020

By putting metrics in place and tracking real-world activities to each of these KPIs, onboarding teams can be more focused on how they work with customer groups. . Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. .

Webinar 65

Webinar Metrics Customer Relationship Management Leadership 65

ClientSuccess

JANUARY 10, 2020

By putting metrics in place and tracking real-world activities to each of these KPIs, onboarding teams can be more focused on how they work with customer groups. . Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. .

Webinar 64

Webinar Metrics Customer Relationship Management Leadership 64

ClientSuccess

NOVEMBER 2, 2022

SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Here are some tips that can help your customer success team boost customer retention and reduce churn: 1. The post Ready to Boost Customer Retention?

Customer Retention 70

Customer Retention Customer Satisfaction Webinar NPS 70

SurveySparrow

JANUARY 31, 2024

Formula: NPS= Percentage of Promoters−Percentage of Detractors Read more: How to Turn NPS Detractors into NPS Promoters How to Turn NPS Passives into NPS Promoters Top 5 Alternatives to Net Promoter Score Customer Effort Score (CES) Customer Satisfaction (CSAT) Customer Health Score (CHS) Customer Retention Rate(CRR) Customer Churn 1.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

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. It is a lot, right?

Insights 52

Insights Customer Experience Metrics NPS 52

ClientSuccess

NOVEMBER 15, 2022

This means going beyond the typical customer service script and getting to know your customers on a personal level. Here are five customer retention strategies that will help you succeed: 1. Understand Your Customers’ Goals and KPIs. Listen to Customer Feedback.

Customer Success 74

Customer Success Magazine Culture Social Media 74

SurveySensum

NOVEMBER 18, 2021

After webinar. After customer support. Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase.

Customer Satisfaction 52

Customer Satisfaction Definition Webinar NPS 52

ClientSuccess

JANUARY 25, 2021

Who better than the people currently using your product to give feedback on new features? Conferences and Webinars. Vendors have been asking customers to speak for them at conferences or on webinars for decades, so this one isn’t new. Webinar: How We Became a Customer-Obsessed Company.

Customer Retention 81

Customer Retention Customer Success Marketing Webinar 81

SurveySensum

MARCH 25, 2024

Launch exit-intent feedback surveys with SurveySensum to understand your customers’ needs, expectations, and preferences and cater your offerings to customers’ expectations! It invites users to provide feedback or complete a survey before leaving the website.

2024 52

2024 Demo Download User Experience 52

ChurnZero

SEPTEMBER 14, 2018

This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience. Focus on retention. . Upcoming Webinar.

2018 66

2018 Customer Success Webinar Customer Retention 66

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase. After webinar.

Customer Satisfaction 69

Customer Satisfaction Webinar Touchpoint Customers 69

inmoment

MAY 12, 2020

Specifically, organizations should establish which feedback channels they rely on, which stakeholders are involved, and whether their current program is effectively helping them attain meaningful transformation or meet business goals. For example, do frontline teams need help with effectively managing customer feedback?

Webinar 59

Webinar Feedback Brands Customer Retention 59