Kustomer

AUGUST 26, 2022

Jump down to our list of the top CX podcasts or continue reading to discover what elements make for a great CX podcast that will improve your already-growing customer experience strategy. Like all media, podcasts take different approaches to style, criteria and approach to the topic. Customer Success Leader. For how long?

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

ShepHyken

JANUARY 4, 2024

He shares five practical strategies businesses can use to increase customer retention rates. These retention strategies will build your company a community of happy customers. Make customers feel special Keeping customers happy and loved is a sure-fire way of increasing customer retention.

Loyalty 63

Loyalty Customer Retention Social Media 2024 63

ShepHyken

NOVEMBER 2, 2022

I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues. The customer experience shouldn’t just be a non-stop sales pitch. . Make your customers smarter.

Customer Service Training 127

Customer Service Training Customer Retention Customers Sales 127

BlueOcean

OCTOBER 4, 2023

Things like lifetime customer value/cost of customer churn come into play beyond the straight dollar-for-dollar cost of an agent hour. Your customers expect the same brand experience they have at every other moment in their journey—your website, your storefront, your marketing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same?

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

Gainsight

MARCH 12, 2024

This is a very exciting time to be in the Customer Success (CS) profession. As economies and customer expectations shift and evolve, we as CS professionals need to evolve with them. It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc.

Customer Success 52

Customer Success ROI Webinar Metrics 52

ShepHyken

MAY 17, 2021

(Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints.

2021 78

2021 Article Customer Service Customer Retention 78

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. We landed on a theme that made sense: a neighborhood.

Feedback 98

Feedback Customer Success Customers Metrics 98

Gainsight

NOVEMBER 16, 2023

Every year at Pulse Europe , we recognise European industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers. As a result, their companies reap the rewards of stronger adoption and customer retention.

2023 52

2023 Telecommunications Contact Center Innovation 52

C3Centricity

JANUARY 2, 2024

Here at C3Centricity, we publish books ( Winning Customer Centricity ), articles and training on customer centricity, because we’re passionate about helping companies to successfully adopt a customer-first strategy. Insights are the foundation on which every single successful brand is built.

Customer Centricity 90

Customer Centricity 2023 2011 Insights 90

Gainsight

OCTOBER 19, 2023

We surveyed nearly 400 companies throughout North America to create the Customer Success Index 2023 North America (or CS Index for short). And Customer Success has evolved beyond firefighting to become a mission-critical revenue driver during the down economy. NPS can be a polarizing topic. So what did we learn?

2023 52

2023 Customer Success Net Promoter Score NPS 52

ShepHyken

APRIL 26, 2021

My comment: One of the compelling propositions for our clients interested in our customer service training programs is that that customer service doesn’t cost. Brian Solis has a compelling article about this very topic. One of the main points is that customer service is becoming the face of a brand.

2021 133

2021 Article Customer Service Loyalty Programs 133

ShepHyken

MARCH 15, 2021

For this short post, let’s look at two emerging customer experience trends. My Comment: When Joseph Michelli writes an article about customers or experience, it is a “must-read.” This article approaches the very timely topic of the experiences we plan to deliver in a post-pandemic world.

Article 127

Article 2021 Customer Service Customer Service Training 127

Kustomer

NOVEMBER 1, 2021

A true virtual library, a user can find podcasts that literally cover any topic or subject under the sun. A podcast series usually features one or more regular hosts who engage in a discussion about a specific topic, theme, or event. Check out our customer service hit list and maximize your learning time in a dynamic, stress-free way.

Customer Service 98

Customer Service 2004 Entertainment Download 98

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. ” – Blake Morgan for Forbes.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. Once again, another list of tips and tactics to keep your customers satisfied.

Article 62

Article 2023 Customer Service Magazine 62

ShepHyken

MAY 18, 2020

These 6 Customer Retention Strategies Actually Work by Hal Koss. Built In) CSMs know that acquiring customers is its own challenge, and that a strong retention rate takes some of that pressure off the business. But how do you build loyalty that leads to customer retention?

Article 92

Article 2020 Customer Service Customer Retention 92

CloudCherry

AUGUST 26, 2019

Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Only 29 out of 68 (about 43%) of respondents say their businesses have established a customer success program.

B2B 199

B2B 2019 Insights Metrics 199

LiveChat

APRIL 29, 2016

Have you ever considered that the work, resources and manpower you put toward acquiring new customers could be better spent on keeping your current customers through customer retention? What is customer retention. The idea of customer retention is what will get you to completely new revenue levels.

Customer Retention 39

Customer Retention Net Promoter Score Loyalty Programs Customers 39

ReviewTrackers

JANUARY 2, 2020

Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations. If done correctly, you can also use VoC to bolster your customer retention. Bring 10X Revenue and Retain Customers with VoC Programs.

Net Promoter Score 113

Net Promoter Score Social Media Customer Retention Feedback 113

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

Innovative CX

OCTOBER 13, 2023

Often, we hear the same speakers talking about the same topics which serve to emphasize a point but do little to address the actions that need to take place for real improvement to be realized. Measure your success. represent only one way to understand how your customers view their experiences with your organization.

Customer Experience 59

Customer Experience Webinar Books NPS 59

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

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners. The average customer maintains seven trusted partnerships according to McBain.

Customer Success 52

Customer Success Webinar Roadmap Customers 52

ChurnZero

JULY 7, 2020

What makes a successful business? 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. The Difference Between Customer Support and Customer Success Teams.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

ShepHyken

FEBRUARY 25, 2024

This has a nice description of how AI will make customer service better. I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. This short article hits some of the high points of why creating obsessed customers is a good strategy. Imagine that!)

2024 60

2024 Article Customer Service Average Handle Time 60

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is becoming a prominent competitive advantage in this age of increased competition with other organizations. We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company. Segmentation of Customers.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity Customers 52

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. 16 Ventures. SuccessCoaching.

2022 52

2022 Blog Customer Success Definition 52

SurveySparrow

MARCH 24, 2024

From defining objectives and understanding the target audience to crafting insightful questions and implementing effective distribution strategies, each step is meticulously detailed to equip SEO professionals with the tools they need to drive success. How do you measure the success of your website’s SEO performance?

Insights 52

Insights Measurement Information Presentation 52

Gainsight

JANUARY 25, 2024

Manual customer training, i.e., 1:1 sessions with Customer Success Managers (CSMs), PDFs, webinars, etc.—had But it’s quickly falling out of favor, diminishing the customer experience, and putting unnecessary pressure on already strapped customer-facing teams. had its day. What’s the solution? What Changed?

Entertainment 52

Entertainment 2021 Customers Webinar 52

Kustomer

SEPTEMBER 1, 2022

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. Close the Feedback Loop.

Customer Service Strategies 104

Customer Service Strategies Customer Service 2025 Consumers 104

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. More than 90% of customers are likely to make repeat purchases from companies that provide excellent customer service. CSAT score.

Metrics 52

Metrics Customer Satisfaction Customer Service Representative Culture 52

BirdEye

OCTOBER 27, 2023

Understanding the nuances of this process is crucial to your customer acquisition strategy success. As a business leader, whether you run a large enterprise or a local business, learning customer acquisition strategies and retention methods to improve sales in the long term is very important.

Social Media 59

Social Media Multi-Channel Advertising Customer Retention 59

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

ShepHyken

AUGUST 31, 2020

(Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back. The more formal name for that is “customer retention.”

Article 105

Article 2020 Customer Service Social Media 105

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business. Obviously, businesses wouldn’t exist without them!

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

Lumoa

MARCH 12, 2023

Benefits of using a customer experience platform CX platforms benefit your business in many ways. Their ultimate goal is to enable you to improve the customer experience. Improving your CX can result in: Better customer retention. 81% of customers make a second purchase after a great experience.

Customer Experience 83

Customer Experience Customer Journey Mapping NPS Consulting 83