Customer Acquisition vs. Customer Satisfaction
Help Scout
AUGUST 22, 2023
Customer acquisition versus customer satisfaction: What’s the more important goal? Turns out, they’re two sides of the same coin. Read the full article
Addressing e-commerce’s 5 biggest CX challenges with AI and personalization
Adrian Swinscoe
MARCH 13, 2025
Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe. This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes.
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Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack
ECXO
FEBRUARY 3, 2025
When customers dont feel supported or valued, theyre unlikely to stick aroundeven if your product or service is excellent. Statistic to Consider: Studies show that 89% of consumers have switched to a competitor following a poor customer experience. Actions You Can Take: Regularly ask customers how you can improve their experience.
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Building a CX Dashboard
CX Accelerator
AUGUST 19, 2019
They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. The key here is to understand the drivers of customer satisfaction in each of your journey stages. The first question you should be answering is: “who will be reading it?”.
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Why You Should Add Predictive Analytics to Your CEM Toolbox
Callminer
DECEMBER 28, 2016
You’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one. Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal.
Building a CX Dashboard
CX Accelerator
AUGUST 19, 2019
They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. The key here is to understand the drivers of customer satisfaction in each of your journey stages. The first question you should be answering is: “ who will be reading it? ”.
CX 182
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Building a CX Dashboard
CX Accelerator
AUGUST 19, 2019
They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. The key here is to understand the drivers of customer satisfaction in each of your journey stages. The first question you should be answering is: “ who will be reading it? ”.
CX 182
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The 23 Keys to Creating Raving Fans Part 1
C3Centricity
JULY 27, 2021
I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. During this time, I have seen some great successes and some tragic failures in trying to make customers Raving Fans.
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The art of being truly customer centric: 6 lessons from Survey Monkey’s CMO
Intercom, Inc.
MARCH 14, 2019
Leela’s own experience at Survey Monkey corroborates this: “We’ve recently done some research to look at the relationship between customer feedback and also employee engagement. Use customer insights to boost customer acquisition.
What is customer satisfaction (CSAT)?
Intercom
FEBRUARY 15, 2023
Customer satisfaction is one of the most important considerations for any business. After all, a healthy business relies on happy customers – and if your customers aren’t happy, they probably won’t stick around. Find out how Intercom can boost your customer satisfaction metrics What does customer satisfaction mean?
5 Rules for Driving Down Costs in a Customer-Focused Way
Beyond Philosophy
OCTOBER 8, 2020
Moreover, all the stats will tell you that when you deal with a complaint and the customers happy with it, they are more satisfied with a lower monetary amount and have a higher level of loyalty than when they aren’t pleased with the resolution. Taking action earlier would have cost less and improved customer satisfaction.
9 Customer Satisfaction Metrics: What You Should Be Tracking
SurveySensum
OCTOBER 1, 2024
Wondering what types of metrics measure customer satisfaction? We’ll break down the key customer satisfaction metrics that are simple to track and essential for keeping your customers happy. But before that, let us demystify what the phrase ‘customer satisfaction’ means.
How to measure customer satisfaction in a call centre
CallCare
MAY 2, 2023
And crucially, of how your customers feel about their experiences with your company. Read on for some useful tips on how to measure customer satisfaction, and why it matters. Why measure customer satisfaction? This would show you whether you have enough resources to cope with customer demand.
7 Top Marketing Tips: Customer Satisfaction in Retail
SurveySensum
JULY 6, 2023
You’ve poured your heart and soul into creating captivating marketing campaigns, investing substantial resources in driving customer acquisition. Yet, despite these efforts, you notice a decrease in sales and declining customer loyalty. Even as a retail giant , Reliance Trends struggles with customer retention.
7 Top Marketing Tips: Customer Satisfaction in Retail
SurveySensum
JULY 6, 2023
You’ve poured your heart and soul into creating captivating marketing campaigns, investing substantial resources in driving customer acquisition. Yet, despite these efforts, you notice a decrease in sales and declining customer loyalty. Even as a retail giant, Reliance Trends struggles with customer retention.
Different Types of Customer Satisfaction Surveys: A Comprehensive Overview
SurveySensum
JUNE 9, 2023
We’re sure you don’t want this to happen with your customers. That’s why it’s crucial to launch the right types of customer satisfaction surveys at the right time. How to choose the right kind of customer satisfaction survey at different touchpoints? Try SurveySensum Now to Elevate your Customer Satisfaction 3.
Net Promoter Score for Ecommerce: 9 tips & tricks
Retently
AUGUST 23, 2022
Moreover, with NPS, you also have a deeper understanding of how effective your existing marketing is at acquiring customers. Would you like to include NPS into your ecommerce customer acquisition and retention process to win over and retain more clients? Survey all customers, not just top spenders.
How to Measure Customer Satisfaction: Goals, Metrics, & Strategies
SurveySensum
OCTOBER 26, 2023
Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction?
How SaaS Companies Can Project Their MRR Using NPS (6 Actionable Tips)
Retently
JULY 11, 2022
It’s easy to focus on customer acquisition, all while ignoring the serious risk posed by Detractors not only to your churn rate but to your ability to acquire new customers in the future. It only takes a small amount of negative publicity to hurt your brand, slowing customer acquisition and hurting your business growth.
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Harness Upsell Opportunities to Boost Your Business & Enhance Customer Satisfaction
SurveySensum
JULY 29, 2024
By leveraging upselling techniques you can boost your business revenue and enhance customer satisfaction. To upsell your products and services you must offer additional value to your customers and take regular customer feedback. You read that right. But, how to upsell? But when to upsell? Find it out here.
Product-led Growth: What It Is and Why You Need It
Totango
MAY 27, 2022
SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Sales conversion: use of the freemium product motivates the customer to upgrade to a premium version. In this blog, we’ll cover the essentials of product-led growth.
Customer Support is being turned upside down. Here’s what you need to do about it.
Intercom, Inc.
JUNE 23, 2020
Churn increases as customers switch to these forward thinking competitors, who use these same technologies to increase customer acquisition. Customers are switching from businesses hiding behind forms and email ticketing systems. ” The post Customer Support is being turned upside down.
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Top Ecommerce Growth Strategy Tips to Skyrocket Your Sales
Retently
NOVEMBER 27, 2024
Key Insight: Refining Operations for Long-Term Loyalty Here’s the secret sauce: refining your backend operations and customer touchpoints is just as important as your marketing efforts. A smooth experience – from browsing to checkout and delivery – boosts customer satisfaction and fosters loyalty. The best part?
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6 Great Customer Service Tips to Improve Your Satisfaction Ratings
Retently
AUGUST 29, 2018
You’ve built a great product, perfected your customer acquisition process and even started to poll your clients to learn more about what they think of you. One of the biggest strengths of NPS® is that it’s an objective, quantifiable measure of how your customers view your product or service. Use NPS to improve your product.
Why Your Next Employee Should Be a Customer Success Manager
Retently
MAY 31, 2024
A smooth onboarding process sets the tone for a positive customer experience. Monitoring Customer Satisfaction Once customers are onboarded, a CSM continuously monitors their satisfaction levels. Customer Feedback : Regularly gather customer feedback through surveys and direct interactions.
7 Reasons Why Customer Experience is the Next Competitive Battleground
Retently
AUGUST 3, 2023
We’ll discuss how delivering a great customer experience can give you an unparalleled edge over your competitors and how you can capture emotional responses from users to accurately measure the quality of your customer experience. Customer Loyalty is Priceless “Customer Satisfaction is Worthless.
Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience
ECXO
SEPTEMBER 30, 2024
This misalignment can cause friction, as sales may push for immediate solutions that internal teams are not ready to deliver, leading to rushed or incomplete customer offerings. Their success is typically measured in terms of deals closed, customer acquisition rates, and sales growth.
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Calculate the ROI of your CX program
SurveySensum
AUGUST 26, 2020
If CX is performing very well, we expect to see an increase in customer retention rates, and with a subscription model, we can easily calculate the ROI of those retained customers.”. Customer Satisfaction. Customer experience has a direct impact on improving customer satisfaction. Isn’t it?
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iOS 14.5: The New Frontier of Ecommerce Retention
Retently
JANUARY 25, 2023
Gone are the days when you could drop-ship your way to success, customer experience and customer lifetime value becoming more immediate priorities. Additionally, subscription models can reduce customer acquisition costs, as recurring clients are often less expensive to retain than acquiring new ones.
Social Media 31
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The Role of NPS in Banking and Other Financial Institutions
SurveySensum
DECEMBER 4, 2024
The answers to these questions can point out where banks need to improve, what new things they can try out, and how to boost customer satisfaction and loyalty. In banking, it is crucial to gauge customer satisfaction and loyalty. NPS metric is used to gauge a business’s customer satisfaction and loyalty.
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How to Fix Low Profitability By Improving the Customer Experience
Experience Investigators
FEBRUARY 18, 2025
CX and Profitability: The Connection You Can’t Ignore A strong customer experience strategy ties the right measurements, efforts, and outcomes with business success. One key step in bridging the gap between CX and business revenue is to identify the most critical moments in the customer journey and eliminate friction.
25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency
Callminer
AUGUST 1, 2017
Being responsive and getting back to potential customers in a timely manner. Prospective customers like to feel like they matter. Being responsive, setting follow-up reminders, and doing what you say you are going to do increases customer acquisition and helps the center run more efficiently. Katherine Dougherty.
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Discover the 14 game-changing opportunities and risks awaiting you in 2024
Beyond Philosophy
NOVEMBER 4, 2023
11:53 Colin shares his statistic from the American Customer Satisfaction Index (ACSI) regarding how 70 percent of organizations remained flat or decreased customer satisfaction and that the index is at its lowest point since 2006.
Gaming 78
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The Most Important Customer Success KPIs You Should Be Tracking
Totango
MAY 14, 2019
While there is no formula that will tell you exactly what KPIs will be most useful for your enterprise and your customers, there are some metrics that are generally helpful in most situations. Here are some of the KPIs that customer success teams most commonly track: Customer Satisfaction.
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97 More on the positive ties between good CX and revenue
Customer Bliss
FEBRUARY 9, 2017
Good customer experience can get you there. And to boot: Respondents also reported that improving customer experiences produced increased levels of customer satisfaction (58%), increased customer loyalty (45%), and increased levels of customer acquisition and retention (41%).
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What skills and metrics CX teams need in ecommerce: an analysis
Zendesk
OCTOBER 11, 2021
We analyzed 265,000 ecommerce customer service quality assurance reviews across 80 brands to answer this question: How can brands use CX as a source of competitive advantage in today’s ecommerce landscape? Our data seemed to agree: customers receiving high quality service were indeed happier. percent improvement in CSAT scores.“hard”
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What is Customer Service Week? +8 virtual ways to celebrate it
Zendesk
SEPTEMBER 3, 2021
National Customer Service Week is the first full week in October that celebrates the value of customer service, and most importantly, the teams on the frontlines of the customer journey. Why is Customer Service Week important? The impacts of customer service go far beyond customer satisfaction.
Combating the High Agent Turnover Crippling US Contact Centers
Taylor Reach Group
NOVEMBER 26, 2019
For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. The revolving door of employee turnover is a source of frustration for any organization.
Top 6 Tips for a Successful SaaS Customer Engagement Strategy
Totango
AUGUST 25, 2022
SaaS customer engagement is the strategic management of interactions with software users to help them see the value of the product. SaaS customer engagement strategies promote higher engagement, more successful outcomes, and more satisfying experiences. Send email tips on advanced features to customers in the adoption phase.
5 Things Great CEOs Understand About Customer Experience
Experience Investigators
FEBRUARY 1, 2022
Higher customer retention and lower customer churn means customer acquisition costs go down while average customer spend goes up. Customers who refer other customers reduce marketing and sales costs while also providing a pipeline of qualified customers. It’s literally a win/win.
Ticket Deflection: The Key To Increasing Customer Support Efficiency
TeamSupport
MAY 3, 2023
How does support ticket deflection benefit the customer? The success of any company lies in creating customer happiness. Here are a few ways ticket deflection benefits the customer: Builds customer satisfaction and loyalty. An automated response is immediate and efficient, increasing customer satisfaction.
How Marketing Managers Can Benefit From NPS
Retently
NOVEMBER 17, 2023
NPS goes beyond traditional marketing metrics, offering a clear and actionable snapshot of customer satisfaction and brand perception. Below, we’ve listed five ways marketing managers can use Net Promoter Score to more accurately track the results of their campaigns and monitor long-term customer acquisition performance.
What is a Good Net Promoter Score?
SurveySensum
DECEMBER 18, 2024
Events of Global Significance Major global or local events can temporarily disrupt customer satisfaction and expectations, significantly impacting NPS benchmarks. For instance, during the COVID-19 pandemic, businesses faced operational challenges, and customer patience was tested.
What Is Outbound Call Center Software And How Can I Improve My Outbound Call Center?
Hodusoft
SEPTEMBER 21, 2022
Customer experience. Customer acquisition or retention. Customer satisfaction. It not only automates workflow but also enhances customer satisfaction. It’s a powerful tool for improving conversion rate, as well as, building customer loyalty. Promotion or offer update. Market research or survey.
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