Retently

JULY 4, 2023

This is called “closing the loop” and it’s an essential aspect of customer retention. When a client provides feedback through NPS, they enter into a loop. This feedback loop lets you learn from their input and subsequently use it to improve your service.

Net Promoter Score 158

Net Promoter Score NPS Close the Loop Customer Satisfaction 158

SurveySensum

JULY 21, 2023

That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. These strategies can help you maximize your business’s potential while keeping those valuable customers right where they belong. That’s why we proudly maintain a remarkable 98% customer retention rate.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

Totango

SEPTEMBER 1, 2020

Pay Attention to NPS and Close the Loop. Closely Follow Product Usage. Ensure Customers See Value. These initiatives begin with an honest assessment of past customer lapses. Pay Attention to NPS and Close the Loop. Net promoter scores (NPS) can reveal a customer’s current opinion of your product.

Net Promoter Score 111

Net Promoter Score Close the Loop NPS Construction 111

SurveySensum

DECEMBER 4, 2024

Also, it is essential to consider factors such as response rates, size of the customer base, and customer segments while launching the NPS survey in banks. Gain real-time insights with SurveySensum’s NPS software to drive customer retention and loyalty! Always respond to customer feedback, especially to detractors.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

SurveySensum

DECEMBER 22, 2022

And that’s why 82% of companies say that retaining a customer is less expensive than acquiring a new one. That’s why focusing on customer retention is important and a lucrative VOC program helps you achieve it. . Let’s deep dive into this and understand how you can use the VOC program to improve customer retention.

VOC 52

VOC Customer Retention Social Media Close the Loop 52

Experience Investigators

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. Article] Use SMIRC Goals to Define Customer Experience Outcomes. Imagine yourself a year from today.

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Customer Bliss

AUGUST 24, 2017

I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers. I have known people on the job market in the last 3-5 years, and many of them report the same.

Customer Experience 107

Customer Experience Close the Loop Customer Retention 107

SurveySensum

FEBRUARY 13, 2025

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging and improving customer retention and loyalty. By closing the loop, you acknowledge customer concerns, resolve issues, and show them their voice matters.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. Image by Retently. How a CSAT survey can look like.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

Close the Loop 82

Close the Loop NPS Customer Feedback Customer Retention 82

Totango

JULY 6, 2021

It empowers you to manage customer loyalty by tweaking your loyalty strategy, testing your results and iterating continued improvements. These benefits make customer loyalty measurement an important tool for customer retention, brand ambassadorship and revenue growth. How Do You Measure Customer Loyalty?

Customer Loyalty 114

Customer Loyalty Net Promoter Score NPS Voice of the Customer 114

SurveySensum

APRIL 7, 2025

Proactive Customer Support with 2-hour SLA SurveySensum is dedicated to providing excellent customer support, with a 2-hour SLA support and 24/7 availability across multiple channels, ensuring your questions and concerns are addressed quickly and efficiently. Source: G2 , Jan 28, 2021 7.

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

SurveySensum

JULY 16, 2019

On the contrary, traditional market surveys are no longer capable of providing real-time customer insights and demand manual efforts. Ai-enabled experience management is agile and scalable that has close the loop and real-time dashboard functionalities for the brands of today’s ever-competitive era.

Close the Loop 60

Close the Loop Artificial Intelligence AI Innovation 60

PeopleMetrics

AUGUST 14, 2014

Go On, Tell Me All About This Customer Service Fail. He reached a “customer retention” specialist who had decided that Ryan was not, in fact, going to cancel his service that day. This feedback can be used to reward employees who are customer-centric and train those who are not. Close loops.

Social Media 93

Social Media Close the Loop Customer Retention Customer Service 93

Retently

AUGUST 23, 2022

In many cases customers will complain about the same thing, so fixing these pain points promptly will decrease dramatically dissatisfaction levels, relieve your workforce and boost retention rates. Data shows that a 5% increase in customer retention can result in a 25% to 95% improvement in profit.

Net Promoter Score 147

Net Promoter Score NPS Non-Profits Customer Satisfaction 147

Experience Investigators

JUNE 22, 2021

Those post-event surveys can also be a great place to look for what customers are missing. Time to set up more processes to close the loop with those customers. . Know the ideal customer journey. Your best customers probably use your product more often than those who will leave.

Close the Loop 108

Close the Loop Customer Journey Map Education Invoicing 108

RateMyService

OCTOBER 15, 2023

Seamless Ticket Creation: Every time a customer expresses dissatisfaction, a new ticket is automatically opened, providing a dedicated space to address their concerns. This makes sure no customer concern goes unnoticed. Closing the Loop with Customers: Our ticketing system empowers you to engage with your customers directly.

Close the Loop 52

Close the Loop Customer Experience Actionable Insights Customer Retention 52

Lumoa

MARCH 20, 2018

More on customer experience if you're curious: how to define customer experience at your company, complete guide: how to improve customer experience , 19 definitions of CX by CX thought leaders and experts, " The Value of Customer Experience, Quantified " by Peter Kriss for HBR. Image by Retently. It's simple.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Qualtrics

JULY 18, 2019

But there’s an important follow-on step: close the loop with customers. What does it mean to “close the loop” with customers? Closing the loop with customers is about getting back to the customer after they’ve given you some feedback. Why is it important to close the loop?

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

CX Journey

DECEMBER 27, 2017

Failure to close the loop at the personal level Also known as service recovery , this is one of the most important ways to follow up with customers about their feedback; it lets them know that their opinions matter and that you are committed to improving the experience. How will you know if you've "saved" the customer?

VOC 47

VOC Close the Loop Customer Feedback Customer Retention 47

PeopleMetrics

MARCH 1, 2017

Also take time to let backstage employees know how important their role is in delivering an exceptional customer experience. While customers may be giving feedback on the frontline, the back office is an invaluable piece of the puzzle. Step 3: Decide who will be responsible for closing the loop with individual customers.

Customer Feedback 76

Customer Feedback Close the Loop Voice of the Customer Start-ups 76

Totango

AUGUST 18, 2022

Optimizing your customer onboarding may not be your only priority, but it should definitely be high on your list. How quickly and clearly you can demonstrate the value of your product during the onboarding stage has a direct effect on customer retention and churn.

Customer Journey Map 99

Customer Journey Map Close the Loop Start-ups Technology 99

SurveySensum

DECEMBER 18, 2024

Businesses should complement NPS metrics with other CX metrics such as CSAT, CES, etc to gain a comprehensive understanding of their customers needs and preferences. Though there are several tips to improve your NPS , we list down only the most important ones here.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

SurveySensum

NOVEMBER 6, 2023

The Benefits of Turning NPS Feedback into Action The Right NPS Methodology Step 1: Collect NPS Feedback Regularly Step 2: Analyze your NPS Feedback Step 3: Close the Loop With your Customers Step 4: Take Action on your NPS Feedback Step 5: Communicate the Action Taken to Your Customers Conclusion What is NPS?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

SurveySensum

OCTOBER 20, 2023

Why is a Product Feedback Loop Important? How to Build the Product Feedback Loop: Four stages Collect Feedback Analyze the Gathered Feedback Incorporate Feedback into Product Strategy Take Follow-Up and Close the Loop Best Practices for Building and Managing a Product Feedback Loop Conclusion What is a Product Feedback Loop?

Close the Loop 52

Close the Loop Social Media Text Analytics Customer Retention 52

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Closing the loop. Closing the loop is highly important.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

SurveySensum

JUNE 26, 2024

But the question here is that lots of businesses use NPS to boost their customer loyalty , but what is it that Amazon is doing differently that is making such a difference? Personalization Did you know that 91% of customers say that they are more likely to shop with brands that provide relevant and personalized offers and recommendations?

NPS 52

NPS Customer Loyalty Net Promoter Score Close the Loop 52

SurveySensum

JULY 4, 2024

It gives you an overview of different aspects of your customer account, enabling you to track important CX metrics and KPIs and giving you a better understanding of what is working and what is not working in your CX strategy. But Why Create a Churn Dashboard? This is where impact analysis is needed.

NPS 52

NPS Close the Loop Actionable Insights CX 52

Experience Investigators

OCTOBER 17, 2023

Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. These outcomes can include increased customer retention, higher customer lifetime value, and improved brand reputation.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

SurveySensum

OCTOBER 1, 2024

Helps identify areas that require improvement based on customer complaints. Gives you a chance to close the loop. Calculation: To calculate CCR, you need two things: the number of customers lost during a specific time and the total number of customers at the start of that time. increase in upsell revenue.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score NPS Close the Loop 52

SurveySensum

AUGUST 31, 2023

Let’s journey into the realm of the top 7 SaaS customer satisfaction surveys that empower you in product adoption and SaaS customer retention. Here’s an eye-opening statistic that highlights that every five years, around 50% of customers naturally churn. Excited to explore further? Not just that.

Customer Satisfaction 52

Customer Satisfaction Close the Loop NPS Customer Retention 52

SurveySensum

JULY 31, 2024

After implementing the changes, closely monitor the impact. This involves tracking KPIs such as customer satisfaction scores, customer retention rates, and engagement levels. Also, don’t forget to close the loop by asking for feedback from your customer on the implemented changes.

AI 52

AI Close the Loop Sentiment Analysis Actionable Insights 52

InteractionMetrics

FEBRUARY 20, 2025

Close the Loop Quickly Speed matters when addressing customer feedback. Whether a customer is thrilled or disappointed, responding quickly makes all the difference. Retention rate: A high NPS should ideally reflect strong customer retention. So, why settle for less?

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

ClearAction

FEBRUARY 7, 2016

Loyalty is Not Just for Customers article. Customer-Centricity Means Customer-Centric BKM: Amazon, USAA, Zappos. Culture of Trust for Customer Experience Management BKM: Kimpton, Cisco. Customer Retention Begins With Trust article. Customer Retention Strategies webcast (18:37).

Customer Experience 48

Customer Experience Gambling Social Media CEM 48

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? How do you design and manage a CX strategy?

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Gainsight

FEBRUARY 1, 2023

Encourage successful customers in the community to share their results and wins with other customers. This approach pays off: Companies like Gong have discovered that an active community also results in customer retention, product stickiness, and higher ARR. This is a great tactic. You will always need their buy-in.

Close the Loop 52

Close the Loop Customer Retention Customer Experience 52

SurveySensum

OCTOBER 2, 2024

In contrast, CRM deals with relationship management, customer information, and driving sales, ensuring that all is well behind the scenes. It helps you stay on top of leads, campaigns, and customer retention. While CXM handles the “feeling” part of the customer journey, CRM manages the “doing” part.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52