Intercom, Inc.

JULY 1, 2020

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need.

Education 239

Education Sales Customer Retention Customer Loyalty 239

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. But thats easier said than done.

CX 116

CX Customer Experience Net Promoter Score NPS 116

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Educate customers on new features.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Retently

MARCH 16, 2022

For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education. What is the role of Customer Success?

Net Promoter Score 159

Net Promoter Score Customer Retention Customer Relationship NPS 159

Intercom, Inc.

MAY 13, 2020

We sat down with Tom and Kaitlin Pettersen, our Global Director of Customer Support, in a recent webinar that focused on how support teams can increase retention and reduce churn among their customers right now. Reduce customer churn through delightful service and product education.

Education 129

Education Finance Customer Retention Sales 129

SurveySensum

OCTOBER 17, 2024

This helps improve descriptions, pictures, product quality and customer experience as a whole. Boosts Customer Retention Satisfied customers are more likely to become loyal customers in the long run. report, increasing customer retention by 5% can result in an improvement of over 25% in profit.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Aquire

SEPTEMBER 30, 2021

Does your business focus more on customer acquisition or customer retention? The most common answer is acquisition but the focus should be on retention. With the right customer retention strategies, you can ensure steady revenue and avoid losing market share to competitors. But first, let’s cover the basics.

Customer Retention 52

Customer Retention Customer Acquisition Start-ups Customer Satisfaction 52

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

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 105

Customer Retention Customer Acquisition Touchpoint Education 105

Intercom, Inc.

JUNE 22, 2020

For the most part, push notifications bring people back to the product whereas in-app messages encourage deeper usage and education while the user is in the app. If you want to take a closer look at our powerful messaging platform, watch a demo of Intercom’s Customer Engagement solution! The Customer Retention Starter Kit.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

Retently

MARCH 17, 2025

Tracks how customer sentiment, retention, and support efficiency have evolved over time. customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year? retention and churn trends) Are we reducing the number of recurring complaints about product quality? Customer education?)

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

VOZIQ

MARCH 15, 2022

In such a demanding market, customer service will be a key differentiator. Businesses looking to adjust to the new normal and outdo the competition will have to meet with the changed customer expectations to stay ahead continuously. Proactive retention is an opportunity for value enhancement.

Customer Retention 40

Customer Retention Education AI Customer Relationship 40

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

Intercom, Inc.

MARCH 24, 2021

Armed with the right self-serve support strategy and tools, you can empower customers to help themselves at pivotal moments in their customer journey, like when they’re onboarding or getting up to speed with a new product or feature. A good customer experience is rooted in setting crystal clear customer expectations.

Start-ups 165

Start-ups Customer Expectations Customer Loyalty Engineering 165

ECXO

JANUARY 30, 2024

.” Therefore, businesses should strive to create emotionally engaging experiences for their customers. This could be achieved by personalizing their interactions, showing genuine empathy and care, and going above and beyond to exceed customer expectations.

CX 156

CX Customer Loyalty Education Customer Retention 156

Fonolo

NOVEMBER 14, 2018

The speed of customer service is becoming increasingly crucial to the overall customer service picture for any brand. With the advent of social media, live chat, and increasingly sophisticated call center technology, customers expect a rapid resolution to their problems. Twitter: @rolandflyboy. Shai Berger.

Customer Satisfaction 85

Customer Satisfaction Net Promoter Score Social Media Contact Center 85

Gainsight

MARCH 19, 2025

Segment and personalize customer journeys : Use data-driven automation to track customer behaviors and surface upsell, cross-sell, and adoption opportunities at the right time. Empower CSMs : CSMs know how to grow relationships, educate customers on your product, and clearly explain the immediate value.

AI 52

AI Sales Engineering Education 52

Comm100

FEBRUARY 6, 2023

It will also help you know what the customer expects depending on where they’re on their journey. This involves including customers in your plans, constantly engaging them on social media, telling your brand stories, and offering education. They expect relevant and customized CX from their financial institutions.

Customer Experience 98

Customer Experience Omnichannel Social Media Touchpoint 98

Intercom, Inc.

DECEMBER 28, 2022

In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. When used right, they add richness to conversations, help emphasize an emotion, and build rapport with customers. Intercom for Enterprise.

Innovation 118

Innovation Machine Learning Customer Retention Customer Service 118

Retently

MARCH 10, 2022

Great customer success is perhaps the single greatest defense you have against high churn. Some of the areas where the churn rate is affected most significantly are during the Onboarding, Product Adoption, Customer Retention , and Product Expansion stages.

Start-ups 147

Start-ups Customer Satisfaction Customer Service Omnichannel 147

Experience Investigators

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. Improves customer retention and acquisition. Here is how ticket deflection benefits the company.

Customer Satisfaction 98

Customer Satisfaction Customer Acquisition Education Start-ups 98

SurveySensum

DECEMBER 2, 2024

While Confirmit (now Forsta) may be popular, it’s often cited as complex and costly, which limits the ability of many brands to be as adaptable as they need to be in response to changing customer expectations. It’s one of the most trusted platforms across business, marketing, and education—why?

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

Zendesk

MAY 17, 2022

This not only helps you discover exactly what your customers are seeking from your product or service, but it also provides insights into the challenges or bottlenecks they face along their journey. Improve customer retention and loyalty. When and how to use customer satisfaction score surveys. Add customer self-service.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Gainsight

JANUARY 25, 2024

Because manual customer training doesn’t meet the learning preferences of your customers, and they’re drowning your teams in a sea of manual and time-consuming tasks—tasks that prevent them from focusing on customer retention and revenue. The result: low product adoption, less satisfaction, and, in some cases, churn.

Education 52

Education Entertainment Customer Retention Innovation 52

Gainsight

JANUARY 13, 2025

Todays customer expects a level of response from companies that most of us find unattainable. Case in point: According to Business Dasher , 46% of customers expect companies to respond within four hours of their support request. Whats more, 12% of customers expect a response within 15 minutes.

AI 52

AI Start-ups Customer Expectations Customer Relationship 52

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. However, customers say that most companies fall short when it comes to meeting their expectations.

Customer Experience 88

Customer Experience Social Media CX Customer Retention 88

Totango

SEPTEMBER 24, 2020

Customers seek out your product as a solution to a problem and a path to growth, and your ability to deliver on that promise, right from the outset, is key to ensuring they stay satisfied and continue growing their relationship with you through repeated renewals and upsells.

Start-ups 78

Start-ups Education Customer Retention Customer Satisfaction 78

DMG Consulting

FEBRUARY 7, 2018

The top servicing goals in 2018 were similar to those in 2017, although 2 new items made it onto the top 10 list: improving customer journey mapping and analytics, and enhancing staff engagement. The two items that dropped out of the top 10 were improving customer retention and enhancing reporting analytics.

Net Promoter Score 48

Net Promoter Score Customer Journey Map Contact Center Artificial Intelligence 48

ClearAction

NOVEMBER 12, 2017

Executive sponsorship of customer experience excellence is a make-or-break factor in ongoing progress and business results. Yet walking the customer experience talk means much more than senior management figureheads demonstrating enthusiasm for high survey ratings and customer retention. Center your thinking on customers.

Customer Experience 54

Customer Experience Education CX Customer Expectations 54

ClearAction

OCTOBER 16, 2019

Strong customer experience performance in the post-purchase phases yields better customer references, case studies, and referrals. Continuity of customer expectations management from Marketing to Sales to Operations simplifies customer retention and reduces the burden on Customer Service and Customer Success.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

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?

Customer Satisfaction 52

Customer Satisfaction Close the Loop NPS Customer Retention 52

Intercom

JULY 19, 2021

With the addition of custom chatbots and automation to make your support workflow even more efficient and productive, conversational support allows you to supercharge your support and find the perfect balance between team efficiency and a great customer experience. Teams that benefit: Sales, marketing, customer success.

Machine Learning 64

Machine Learning Customer Satisfaction Sales Education 64

Totango

NOVEMBER 7, 2019

Help the customer achieve their business goals by ensuring there is a seamless sales to CS handoff, create personalized milestones, constantly analyze customer data to ensure they are not experiencing any bottlenecks, and teach them how to use all of your product’s features.

Net Promoter Score 85

Net Promoter Score NPS Customer Acquisition Start-ups 85

Zendesk

FEBRUARY 28, 2023

For example, you can influence customers by offering them a discount code when they’re on a certain page. Or, you can use messages to educate customers about new product features and announcements. To learn more about Proactive Messages, click here for a free demo. The post Engage, deflect, or convert?

Sales 52

Sales Education Customer Retention AI 52

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Social media is a powerful tool when it comes to customer experience.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Email is still a huge player for customers of all age groups in 2021.

Customer Service 52

Customer Service Social Media Omnichannel Customer Retention 52