Experience Investigators

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 98

Customer Retention Social Media Customer Loyalty Start-ups 98

eglobalis

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. Customer Lifetime Value (CLV) : Estimates revenue potential from a customer over their lifetime. In the end, why do we talk so much about NPS?

NPS 373

NPS Customer Feedback Net Promoter Score B2C 373

ECXO

JUNE 15, 2021

As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. Empower your employees to go above and beyond the call of duty to serve the customer better.

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

eglobalis

AUGUST 19, 2024

Limited Predictive Power NPS does not consistently correlate with key business outcomes such as revenue growth or customer retention. Failure to Identify Root Causes Without qualitative data, NPS fails to uncover the underlying reasons for customer dissatisfaction or loyalty, making it difficult to implement effective improvements.

NPS 308

NPS Net Promoter Score VOC Actionable Insights 308

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 328

Customer Experience Social Media Predictive Analytics AI 328

Totango

FEBRUARY 7, 2019

It’s a customer-centered approach that reflects the broader economy we currently operate under, one where the customer expects individualized treatment. Customer retention is about the promise of continued growth. SaaS renewal best practices for customer retention should be a promise for the future.

Customer Retention 82

Customer Retention Touchpoint CRM Sales 82

Intercom, Inc.

SEPTEMBER 29, 2022

Reaching customers while they’re using your product or scrolling through your website is the most effective way to interact with them. It’s the moment they are primed to take action, resulting in increased product usage, activation, and customer retention. Why in-product engagement is essential for business success.

Customer Loyalty 211

Customer Loyalty Customer Retention Customer Expectations 211

Intercom, Inc.

SEPTEMBER 2, 2020

It’s no surprise then, that our recent study of almost 600 support leaders revealed that 30% of support teams plan to measure customer retention and 25% plan to do the same for renewals in the next year. Improving the product and customer journey with data. By sharing qualitative and quantitative customer data.

Non-Profits 190

Non-Profits Customer Retention Customer Loyalty Customer Satisfaction 190

VOZIQ

JULY 9, 2021

In the last year and a half, customer expectations have changed at a faster rate. Considering the impact and aftereffects of the COVID-19 pandemic, we can expect that customer retention will be more critical and challenging in the days ahead, which will require you to re-evaluate your customer retention strategy.

Customer Retention 64

Customer Retention Customer Acquisition CX AI 64

VOZIQ

DECEMBER 22, 2020

Understanding customer expectations and retaining will be critical. As a customer focus leader, we know re-evaluating your customer retention strategy will play a decisive role in 2021. Conversational Al: The Future of Customer Experience. Why You Need Multiple Predictive Models to Retain Your Customers.

Customer Retention 64

Customer Retention Customer Acquisition Engineering Customer Loyalty 64

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 380

Customer Experience Net Promoter Score VOC Scorecard 380

Hodusoft

JULY 24, 2024

Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” In a time of growing competition and dwindling customer loyalty, businesses need to focus on customer retention more than ever before. How to Analyze Current Retention Rates?

Customer Retention 52

Customer Retention Omnichannel Customer Loyalty CX 52

eglobalis

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? Challenges : Balancing internal resources with customer expectations is always a challenge. Will it open new market opportunities?

Customer Feedback 441

Customer Feedback Innovation Compliance B2B 441

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 369

Customer Experience Net Promoter Score VOC Government 369

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. In fact, we discovered that 33% of customer support conversations are currently assisted by automation, and there’s a clear demand for more.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Execs In The Know

NOVEMBER 6, 2024

Enhancing Service Recovery to Build Customer Loyalty Service recovery offers companies a unique chance to exceed customer expectations. DataScribe’s automated transcription, ACW reduction, and sentiment analysis empower agents to address each interaction with the level of detail and responsiveness that modern customers expect.

Customer Retention 52

Customer Retention Sentiment Analysis Contact Center Compliance 52

Intercom, Inc.

OCTOBER 7, 2020

There is no escaping the fact that supporting your customers costs money. But with customers expecting faster and more personalized experiences, providing great conversational customer support is no longer optional – it’s essential to business survival. COGS and the real costs of customer support.

Customer Retention 196

Customer Retention Manufacturing Sales Start-ups 196

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

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. This ecosystem lock-in is a significant factor in customer retention. Customers trust Apple to deliver a consistently high standard of performance.

CX 445

CX Innovation Manufacturing Technology 445

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

SurveySensum

SEPTEMBER 21, 2023

This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. Well, acquiring new customers can costs you five times more than keeping the ones you have. So, customer retention is indeed crucial. What is the Customer Retention Rate?

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

ECXO

DECEMBER 4, 2024

Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. Real-life Examples SaaS Industry 1.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

ECXO

APRIL 18, 2024

All these changes created a ripple effect, leading to happier customers who felt valued and heard. They began to trust TechEase more, leading to increased customer retention and word-of-mouth referrals. They felt like they were part of the TechEase community, enhancing their loyalty towards the company.

Customer Experience 314

Customer Experience Start-ups Customer Feedback Sales 314

ECXO

MARCH 5, 2024

By putting the customer at the heart of the process, businesses can ensure that their digital transformation initiatives lead to improved customer satisfaction. Happy customers are more likely to be loyal customers, leading to increased customer retention.

Innovation 294

Innovation Gaming Customer Satisfaction Start-ups 294

Shep Hyken

DECEMBER 9, 2022

We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? . In order to provide an excellent customer experience, it’s important that your customer journey is aligned with customer expectations. The takeaway?

Contact Center 108

Contact Center Sales Omnichannel CRM 108

ECXO

MARCH 21, 2023

Overall, by placing an emphasis on design and incorporating it into all aspects of the organisation, businesses can create products and services that generate adoption and growth and provide a positive and more adoptable customer experience. Set objectives and goals: Identify key objectives and goals for your customer experience program.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. Tags: Annette Franz (Gleneicki) employee experience employee retention growth leadership customer experience customer retention customer-centric Facebook Like.

Customer Retention 100

Customer Retention CX Customer Expectations Customer Experience 100

Customer Think

APRIL 7, 2023

This goes on to prove that with every customer concern, businesses get an opportunity for retention. Strong competition and the volatile nature of customer expectations are two things that drive the risk of churn. […]

Customer Retention 64

Customer Retention Customer Expectations Customer Loyalty Technology 64

Beyond Philosophy

MARCH 12, 2015

In my SlideShare presentation, “ Customer Are Irrational, Stop Fighting it ,” I define the customer experience as: A Customer Experience is an interaction between and organization and a customer as perceived through a Customer’s conscious and subconscious mind.

CEM 166

CEM Customer Experience Management Retail Customer Retention 166

Intercom

AUGUST 23, 2022

Customer retention has never been more critical to business success than it is today. With increasing business costs and reduced headcount, companies are feeling the squeeze as they also grapple with rising consumer expectations. That’s why companies should look to support – and retain – the customers they have.

Customer Retention 102

Customer Retention Customer Acquisition Touchpoint Education 102

Inside Customer Service

MAY 11, 2023

Although the topic isn’t customer service, its reflects the same approach I’d use for any training program. Identify customer expectations from Measuring Learning Effectiveness by Jeff Toister Step 2: Gather data Gather data that will help you determine whether the training program achieved its goals.

Mystery Shopper 182

Mystery Shopper Customer Service Mystery Shopping Start-ups 182

Shep Hyken

JANUARY 4, 2023

Just as we want our customers to come back, we want our employees to stay.  . Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service. Our customer service research (sponsored by Amazon) found that year over year, customers’ expectations of these basics increased.

Customer Service 124

Customer Service Customer Experience B2C B2B 124

eglobalis

DECEMBER 11, 2024

By measuring how much effort customers must exert to resolve an issue or complete a task, companies can identify pain points and optimize processes to enhance CX. Retention Rate Monitoring customer retention rates helps gauge the long-term impact of CX experiments.

CX 213

CX Customer Journey Map Compliance Social Media 213

Win the Customer

DECEMBER 25, 2019

YoY increase in customer retention. Social organizations also reported a drastically lower number of customer complaints. Fewer complaints means more satisfied customers, leading to improved rates of customer retention and lower costs to the organization due to customer churn.

Customer Service 115

Customer Service Social Media Customer Retention Start-ups 115

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Beyond Philosophy

MARCH 19, 2019

Bell recommends pilot programs to serve as evidence that providing innovative customer service works to increase customer retention and loyalty for your senior management team. Define customer loyalty for your organization. A common mistake is thinking that customer retention is loyalty.

CX 135

CX Innovation NPS Customer Loyalty 135

Totango

JUNE 26, 2020

COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

Customer Retention 95

Customer Retention Manufacturing Finance Touchpoint 95