SugarCRM

FEBRUARY 28, 2022

CRM solutions are now considered an essential investment for delivering excellent customer experiences in the long term. However, the global pandemic still challenges the market, wreaking havoc on quotas and organizations’ ability to meet customer expectations and grow their businesses effectively. Managing Customer Feedback.

Customer Retention 49

Customer Retention CRM Net Promoter Score AI 49

SurveySensum

DECEMBER 22, 2022

And not just that, an efficient VOC program helps you recognize what is working and what is not, identify the areas of improvement, and listen to and resolve customer issues in time. It helps you retain your customers. And that’s why 82% of companies say that retaining a customer is less expensive than acquiring a new one.

VOC 52

VOC Customer Retention Social Media Close the Loop 52

Shep Hyken

MAY 30, 2022

The best companies have found the balance between digital and human, as they realize there is still a significant desire for human-to-human customer support. 5 Strategies for Increasing Customer Retention by Andrian Valeanu. Designmodo) Businesses go to great lengths to earn customers’ loyalty, especially in this digital age.

Customer Service 12

Customer Service Customer Retention Manufacturing Business Growth 12

Shep Hyken

FEBRUARY 21, 2022

How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long. The Value Gap a New Blueprint for Customer Expectations by Quinine. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Customer Retention Customer Satisfaction Construction 65

Shep Hyken

OCTOBER 17, 2022

For Incredible Results: Surprise and Delight Your Most Devoted Customers by Laura Bassett. CMS Wire) Who comes back for average customer experience? Every interaction with a customer is a loyalty test. Customers expect in-store service whether their journeys start in search, include a chatbot or end with an agent conversation.

Customer Service 12

Customer Service Customer Acquisition NPS Customer Expectations 12

Intercom

JULY 25, 2022

The report Future-Proofing Businesses with Modern Customer Engagement reveals the top trends emerging in the customer engagement landscape in 2022 and beyond. Effective customer engagement holds the key to customer retention and loyalty. You may be wondering, “where do the biggest opportunities lie?”

Artificial Intelligence 104

Artificial Intelligence Outlook Machine Learning Manufacturing 104

Fonolo

JANUARY 20, 2022

Our newest report, State of the Contact Center 2022 , reflects on the biggest happenings from the past year, so you can plan for the months ahead with confidence. Here are three contact center industry trends you shouldn’t ignore in 2022. Industry Report: State of the Contact Center 2022. Looking for the highlights?

Contact Center 81

Contact Center Omnichannel Social Media Retail 81

Intercom

APRIL 13, 2022

But there’s a silver lining – this year’s Klaus Customer Service Quality Benchmark Report reveals there are clear positive shifts taking place in the customer support landscape in 2022. Measure the metrics that will most positively impact your customers, and therefore, your business’s bottom line.

Customer Service 59

Customer Service Net Promoter Score NPS Start-ups 59

Win the Customer

SEPTEMBER 21, 2023

As we delve into the insights learned from customer experience trends, it’s evident that experience continues to be a driving force behind brand loyalty, customer retention, and ultimately, business success. This underscores the importance of leveraging data to deliver targeted and relevant content to individual customers.

Customer Experience 69

Customer Experience Social Media Omnichannel CX 69

Zendesk

SEPTEMBER 6, 2022

They’re drawn from the 2022 CX Accelerator report , which includes insights from nearly 5,000 customer service decision-makers around the world. 60% said customer service impacts customer retention. 49% said that customer service impacts cross-sell revenues. These insights aren’t mine alone.

CX 98

CX CX Transformation Customer Retention Sales 98

Zendesk

DECEMBER 8, 2021

When you create efficient systems for agents to tap into the expertise of employees across the company, it boosts customer satisfaction scores, agents’ abilities, and ultimately, revenue. Facilitating interdepartmental collaboration will likely be a top priority for companies in 2022. The ROI of good customer service.

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

Gainsight

APRIL 10, 2023

Everything from how we serve our customers, retain them, and grow our business has changed—customer retention is no longer a nice-to-have, it’s a critical growth axis. As a result, SaaS businesses are focussing on building durable businesses by keeping existing customers rather than acquiring new one.

B2B 59

B2B Outlook Customer Retention Omnichannel 59

Zendesk

OCTOBER 31, 2022

Multilingual support is a must when serving an international customer base: 75 percent of consumers from 29 countries say they’re more likely to purchase from the same brand again if customer care is in their language. And the best virtual agents will do it flawlessly in whichever language you and your customers prefer.

AI 98

AI Start-ups CX Customer Retention 98

Intercom

MARCH 10, 2022

No matter how big or small their ask is, your customer receives an answer as quickly as possible and remains happy and loyal. Help your team, help your customers. Between rising customer expectations and “The Great Resignation”, leaders in this field will know the knock-on effect nurturing their own team has on customer success.

E-commerce 104

E-commerce Customer Experience Omnichannel Start-ups 104

VOZIQ

APRIL 5, 2022

Every month, we put together the best resources from around the web to help recurring revenue businesses navigate customer retention and experience challenges, and stay on top of the latest trends. Insurance Has a Customer Retention Problem. Customer expectations are evolving and retention is more challenging today.

Customer Retention 40

Customer Retention CX AI Customer Expectations 40

Zendesk

MAY 17, 2022

Knowledge is power—especially when you’re looking to improve your customer experience. According to the Zendesk Customer Experience Trends Report 2022 , customer engagement is up 14 percent compared to last year. Improve customer retention and loyalty. When and how to use customer satisfaction score surveys.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Zendesk

OCTOBER 5, 2022

Since partnering with Zendesk, Qumu has turned its greatest weakness into its greatest strength and built a loyal customer base. The company has all-time high customer satisfaction (CSAT) scores , driven its customer retention rate to 90+ percent, and turned its customer support into a competitive differentiator. “We

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

SugarCRM

MAY 5, 2022

In the face of growing customer demands, it’s not easy to keep your clients happy. Sugar’s new research 2022 CRM Impact Report surveyed sales and marketing decision-makers to explore customer satisfaction and retention issues. Maintaining customer retention is more sensitive (and challenging) than ever.

AI 49

AI CRM Touchpoint CX 49

VOZIQ

NOVEMBER 2, 2022

Customers are being exposed to irresistible offers making their expectations spike up, even more so for subscription businesses. So, how do we not just meet but exceed customer expectations like never before? Here are some predictions, tips, and suggestions to understand customers better.

Customer Retention 40

Customer Retention Compliance Customer Acquisition AI 40

VOZIQ

NOVEMBER 1, 2022

Customers are being exposed to irresistible offers making their expectations spike up, even more so for subscription businesses. So, how do we not just meet but exceed customer expectations like never before? Here are some predictions, tips, and suggestions to understand customers better.

Customer Retention 40

Customer Retention Compliance Customer Acquisition AI 40

Zendesk

OCTOBER 18, 2022

In today’s competitive landscape, companies need to connect with their audience if they want to stand out from the crowd, retain customers, and build loyalty. In the Zendesk Customer Experience Trends Report 2022 , 60 percent of companies stated that succeeding at wowing customers has improved their customer retention.

Social Media 98

Social Media Social Listening Customer Journey Map CX 98

ClearAction

APRIL 13, 2023

The gap between what’s promised and what’s received, as seen by customers, is your brand integrity gap. CMOs set expectations for customer acquisition and CCOs assure expectations are delivered for customer retention. Minding the gap is the ultimate purpose of a CCO.

Customer Acquisition 62

Customer Acquisition Customer Retention CX Customer Loyalty 62

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Customer service training for employees. trillion by 2025.

E-commerce 78

E-commerce Customer Experience Social Media Artificial Intelligence 78

Beyond Philosophy

NOVEMBER 9, 2023

Why customer satisfaction is not improving on a large scale is complex and nuanced. It may result from rising customer expectations. I have long been an advocate of focusing on customer retention over acquisition. However, my pessimistic side is still surprised that few organizations focus on customer retention.

Customer Satisfaction 78

Customer Satisfaction Customer Retention Customer Acquisition Management Consulting 78

Retently

MARCH 23, 2023

First, poor service can and will hurt your customer relationships. The second is that taking a short-term approach to retention, as Comcast and other brands did by using aggressive customer retention tactics, will likely backfire. Since 2012 , United has been ranked as the worst or near worst among its competitors.

Net Promoter Score 98

Net Promoter Score NPS Finance Customer Satisfaction 98

Gainsight

JANUARY 13, 2023

Sabina Pons is Operating Partner at Growth Molecules and a 2022 Top 100 CS Strategist. . In a recent post, we covered how customer moments of truth act as a map to achieve digital scale. Beyond the WHAT and WHY of digital-led customer success strategy, we also want to share tips on HOW to make the strategy a reality. .

Touchpoint 52

Touchpoint Start-ups Customer Retention Customer Expectations 52

Intercom

JULY 26, 2022

And the key to business resilience in 2022? Excellent customer experience. Recent research from Harvard Business Review Analytic Services reveals that 88% of survey respondents believe that customer engagement has a significant impact on their organization’s bottom line. Retention is an investment that keeps paying off.

Net Promoter Score 59

Net Promoter Score Customer Expectations Customer Retention Customer Experience 59

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 78

NPS Sentiment Analysis Start-ups Net Promoter Score 78

Intercom

FEBRUARY 3, 2022

You think about how much time, money, and effort is dedicated in most organizations to net new customer acquisition, and it is dramatically more than the time, money, and effort dedicated to customer retention, customer satisfaction, and customer engagement. How can you be faster than customers expect?

Real Estate 111

Real Estate CX Social Media Start-ups 111

Retently

APRIL 5, 2024

When employees are happy, well-trained, and fairly compensated, they become the most effective ambassadors for your brand and deliver the customer care that shoppers expect, resulting in satisfied customers. The key lies in recognizing that each customer is unique, and their journey should be just as personalized.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Hodusoft

AUGUST 16, 2023

percent on a year-on-year basis between 2017 and 2022. percent from 2022. Another study found that with 1,372 attacks per organization per week in 2022, the ISP/MSP industry registered a surge of 28 percent in cyberattacks! billion in 2022 to USD 85.14 percent from USD 20.19 billion by 2031.

Entertainment 52

Entertainment Technology Technology Legal 52

Gainsight

MAY 18, 2023

Can you believe it’s been an entire year since the 2022 GameChanger Awards ? Every year at Pulse , we recognize 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.

Invoicing 52

Invoicing Scorecard Innovation Machine Learning 52

SurveySensum

FEBRUARY 9, 2024

In 2022, the global market research industry earned $82 billion in revenue. This information is essential for brands to develop and offer products and services aligning with customer expectations. This trust and loyalty help lead to repeat business, customer retention , and positive word-of-mouth.

Non-Profits 52

Non-Profits Finance Government Start-ups 52

VOZIQ

OCTOBER 3, 2022

Satisfied customers mean a successful business. With time, customer expectations have pivoted basic to personalization. There is, however, a fine line between personalizing customer service and overdoing it. Here are some articles that give you a glimpse of the shift in customer expectations and how to deal with it.

Customer Expectations 40

Customer Expectations CX AI Technology 40

VOZIQ

OCTOBER 3, 2022

Satisfied customers mean a successful business. With time, customer expectations have pivoted basic to personalization. There is, however, a fine line between personalizing customer service and overdoing it. Here are some articles that give you a glimpse of the shift in customer expectations and how to deal with it.

Customer Expectations 40

Customer Expectations CX AI Technology 40

SurveySensum

MAY 11, 2023

And it’s not just a temporary trend – even two years later, customers are still embracing the convenience of online shopping. Customer expectations have changed drastically, and businesses need to keep up if they want to stay competitive. Here are some examples of Retail Survey Questions you can ask customers.

NPS 52

NPS Retail Net Promoter Score Customer Satisfaction 52

SugarCRM

MARCH 3, 2022

During uncertainty, it’s important to double down on the areas you can control and ensure your customer service and experience are as refined as possible. Many industries have seen their growth curtailed, and with that, customer retention becomes critical to survival. Those that fail to connect with their customers will not.

CRM 26

CRM Technology Technology CX 26