InMoment XI

NOVEMBER 9, 2021

Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees. Achieving this is no small task, and often requires customer experience transformation.

Roadmap 346

Roadmap Customer Experience Customer Retention Download 346

InMoment XI

DECEMBER 1, 2022

But when it comes to your business, there are simply some moments that matter more, to your customer, employees, and beyond. Instead, what’s required for success is a new approach: an Experience Improvement (XI) initiative that solves the biggest business challenges, like retention, growth, and cost savings.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

BlueOcean

JANUARY 23, 2024

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. But the truth is that an “agent hour” encompasses much more than basic labor costs – and compensation is only the beginning. Yes, you can.

Contact Center 156

Contact Center Call Recording Call Center Customer Care 156

InMoment XI

JULY 4, 2022

Challenging economic conditions that are bordering on a recession have forced businesses to either raise prices, cut costs, or a combination of both. And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program.

ROI 493

ROI Return on Investment Social Media Measurement 493

ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition?

Magazine 80

Magazine Employee Experience Exceptional Customer Service Customer Retention 80

CSM Magazine

AUGUST 15, 2023

Customer acquisition and customer retention are two vital aspects of business growth, each playing a unique role in ensuring the long-term success of a company. However, the debate over which aspect to prioritize often arises, with many companies focusing predominantly on acquisition.

Customer Retention 52

Customer Retention Return on Investment ROI Reference 52

SurveySensum

MARCH 6, 2024

Multiple metrics are considered that help shape the success of businesses. Average Order Value (AOV) The average spending a customer partakes on your website amounts to the Average Order Value (AOV) of your online store. This metric should be monitored regularly because it keeps shifting constantly per customer behavior.

Metrics 52

Metrics E Commerce ROI Return on Investment 52

BirdEye

JUNE 15, 2023

It’s a valuable and cost-effective method for attracting new customers by leveraging existing client relationships. FAQs about a refer-a-friend program Refer-a-friend: Cost-effective way to grow your business How do you start a refer-a-friend program? Unfortunately, not all refer-a-friend ideas are going to be super-successful.

Reference 98

Reference Sales Social Media Brands 98

Blueshift

FEBRUARY 1, 2023

As marketers, we tend to focus most of our efforts on acquiring new customers. Although customer acquisition is certainly vital to future growth, retention also plays an essential role in a successful marketing strategy. We’ve compiled a list of four steps to help you kick-start your re-engagement strategy:

Engagement 92

Engagement Loyalty Customers Marketing 92

Magellan Solutions

MAY 6, 2024

Whether you want someone else to handle customer service, improve your technology systems, or get expert help, there’s a perfect outsourcing option. Parungao’s insight underscores how BPO providers like Magellan Solutions can optimize operational efficiency by crafting customized solutions that address the unique needs of SMEs.

2011 97

2011 Telecommunications 2012 Return on Investment 97

BirdEye

APRIL 17, 2023

Today more companies across industries are leveraging subscription business models to build successful, scalable, and sustainable enterprises. It allows companies to leverage customer relationships to create a steady revenue stream. Customers can also select termed plans requiring renewal after a certain period.

Customer Retention 98

Customer Retention Consumers Sales Reference 98

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Everyone says “quick wins are your best route to CX success” Bah! What are customer experience savings?

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? 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.

Sales 89

Sales Customer Success Insights Webinar 89

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be. Reach out and check in with them regularly.

Customer Success 102

Customer Success Customer Relationships Communication Customer Retention 102

Optimove

MARCH 28, 2023

Acquisition marketing is a critical component of any successful growth strategy. Acquisition requires a unique blend of creativity, data analysis, and execution – which provides challenges in any economic climate. But during a recession, acquiring new customers can be an even trickier endeavor. Understand customer demand.

Marketing 52

Marketing Download Return on Investment Social Media 52

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Have you also considered ICPs as your key to cost containment as well as EPS (earnings per share) growth? Is your ICP truly ideal?

Brands 62

Brands Chief Customer Officer Loyalty Programs 2023 62

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Sales 105

Sales Loyalty White Paper Contact Center 105

Gainsight

APRIL 13, 2022

One of the biggest reasons is this: Product-led approaches can plummet your customer acquisition costs. Wondering how exactly product-led growth slims down customer outreach spending? In this article, we dig into the product-led approach and list the four ways it can lower your customer acquisition costs.

User Experience 52

User Experience Metrics Advertising Customers 52

CustomerSuccessBox

MARCH 25, 2022

Haven’t you heard of acquiring customers is costlier than retaining customers yet? Then while considering customer acquisition cost (CAC) why miss out on customer retention cost (CRC)? About customer retention cost. And if you are wondering what are the costs associated with it?

Customer Retention 52

Customer Retention Metrics Customers Customer Success 52

BirdEye

JULY 5, 2023

Customer acquisition is one of the biggest challenges and expenditures for businesses. However, constantly acquiring new customers without investing in strategies to retain them can prove quite harmful to the bottom line. And that is done with relationship marketing. Why does relationship marketing work?

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

Interactions

MARCH 2, 2023

Cost constraints may lead some companies to prioritize downsizing measures over investing in customer experience (CX). However, controlling costs are just one factor influencing business decisions about resource allocation. Gen Zers, for example, will abandon a brand at the first instance of poor customer experiences.

Airlines 62

Airlines 2023 Call Center Loyalty 62

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., Retail Customer Experience) Sweetwater Sound Inc.,

Article 112

Article E Commerce 2021 Customer Service 112

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 98

Customer Success Net Promoter Score Metrics Loyalty 98

BirdEye

MARCH 24, 2023

It can also involve identifying and pursuing potential mergers and acquisitions or strategic partnerships to expand a company’s reach and capabilities. The importance of business development A solid growth strategy and business development plan are vital for success.

2023 98

2023 Return on Investment Social Media Sales 98

West Monroe

APRIL 9, 2023

Tech companies that scooped up acquisitions during the days of easy financing are now hitting the brakes. But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

West Monroe

APRIL 9, 2023

Tech companies that scooped up acquisitions during the days of easy financing are now hitting the brakes. But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Text marketing.

Customer Retention 63

Customer Retention Social Media Advertising Customers 63

SurveySparrow

OCTOBER 20, 2021

It is never easy for companies to get new leads and customers consistently. Now after spending a certain amount of resources, be it human effort or finance, companies rely on customer acquisition cost (CAC) to determine if the campaign was successful or not. What Is Customer Acquisition Cost?

Customers 52

Customers Article Metrics Advertising 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 90

Sales NPS Customer Journey Customer Success 90

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. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service.

Customer Satisfaction 98

Customer Satisfaction Loyalty Customers Interaction 98

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Gone are the days of static one-sided advertising that speaks at the customer. The Bare Basics.

Brands 98

Brands Advertising B2C Leadership 98

Clarivate

APRIL 18, 2024

While the key players’ strategies differ, all are focused on bending the cost curve while increasing patient touchpoints and engagement. Strategy #1: innovate and create Amazon founder Jeff Bezos has said that overnight success takes about 10 years — and that ramp-up period may be what’s playing out for the ecommerce giant in healthcare.

2024 52

2024 Healthcare Retail 2023 52

ChurnZero

APRIL 5, 2022

This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Success 98

Customer Success Customers 2022 Customer Centricity 98

CustomerSuccessBox

FEBRUARY 2, 2022

Customer Success (CS) and customer experience are often disregarded when firms merge, despite the fact that it is undoubtedly one of the most crucial components of any business. According to Gartner’s research, organizations of the future will compete mostly on customer experience.

Customer Success 52

Customer Success Presentation Customers Financial 52

West Monroe

FEBRUARY 18, 2024

Now is the time for banks to reconsider their approach to and strategies for consumer lending, transforming the business lines to serve customers more effectively and operate more efficiently than in the past. Real-time decision-making: Customers expect near-instant responses regarding approval status after filling out loan applications.

Consumers 52

Consumers Technology Banking Financial 52

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Customer Journey 52

Customer Journey Metrics Touchpoint Advertising 52

CSM Magazine

FEBRUARY 14, 2023

Acquisitions of bot strategy and design leader VoxGen and conversational automation provider Nu Echo position Waterfield Tech for ongoing CAI industry leadership. Waterfield Tech , a leading global customer engagement solutions provider, today shared business growth highlights for 2022.

2022 52

2022 Contact Center Competitive Advantage Omnichannel 52