eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Net Promoter Score 422

Net Promoter Score CX NPS VOC 422

Intercom, Inc.

OCTOBER 4, 2022

A few years ago, we published The Customer Retention Starter Kit which helped thousands of businesses retain more customers over the long term. Today, we’re launching a completely refreshed guide to help you engage, nurture, and retain more customers in the modern age. Retain more customers for long-term success.

Customer Retention 118

Customer Retention Start-ups Customer Loyalty Customer Experience 118

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 106

Customer Retention CRM Customer Relationship Management Customer Loyalty 106

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Customer Loyalty 114

Customer Loyalty Net Promoter Score NPS Voice of the Customer 114

Customer Think

DECEMBER 11, 2022

Fostering long-term interpersonal relationships with customers should be the prime objective of your business. Even if your products are excellent and you are giving 100% effort but still seeing a dip in customer retention rate, then you must […].

Customer Retention 132

Customer Retention Customer Satisfaction Customer Loyalty 132

CommBox

APRIL 5, 2022

For a business to be profitable, it is important to be able to attract customers. But it won’t matter if you don’t use customer retention techniques. This is an excellent method that will allow you to save your promotion budget and increase brand loyalty. Why is Customer Retention Important?

Customer Retention 105

Customer Retention Omnichannel Customer Loyalty Retail 105

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? 15 practical ways customer service teams can improve retention.

Customer Retention 117

Customer Retention Finance Customer Service Business Growth 117

Customer Think

NOVEMBER 19, 2021

In addition to the standard customer retention strategies, companies nowadays have to divert more and more attention to another medium — social media. Social media can be one of the best places to build customer loyalty because, by its very nature, it encourages engagement between brands and customers.

Social Media 108

Social Media Customer Loyalty Customer Retention 108

Adrian Swinscoe

SEPTEMBER 16, 2024

Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance.

Customer Loyalty 147

Customer Loyalty Artificial Intelligence Business Growth Customer Retention 147

ECXO

DECEMBER 4, 2024

Product Quality Metrics: Manufacturing companies focus on metrics such as product defect rates, warranty claims, and customer complaints to assess product quality and customer satisfaction. The specific KPIs used may vary depending on the company’s goals, industry, and customer segment.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 453

NPS Customer Feedback Net Promoter Score B2C 453

VOZIQ

FEBRUARY 3, 2021

Every month, we bring you the best resources from the internet to help you navigate customer retention and customer experience issues. So, what are the customer experience (CX) insights critical to your business? Customer Retention – How to Ensure Loyalty.

Customer Retention 98

Customer Retention Manufacturing Touchpoint Education 98

Adrian Swinscoe

MARCH 10, 2025

Todays podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, [] The post There are five types of loyalty but only two are growing Interview with Sara Richter of SAP Emarsys first appeared on Adrian Swinscoe.

Omnichannel 147

Omnichannel Customer Loyalty Business Growth Customer Retention 147

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

C3Centricity

AUGUST 1, 2023

Customer retention is essential for the long-term success of any business. We all know that happy customers are more likely to make […] The post The Customer Retention Goldmine: How to Keep Customers Happy and Drive Exponential Growth first appeared on c3centricity.

Customer Retention 118

Customer Retention Customer Relationship Customer Feedback Customer Loyalty 118

eglobalis

MARCH 30, 2025

Real-world outcomes from comprehensive VoC programs include higher customer retention and satisfaction, precisely because issues are caught and addressed faster. Managing customer experience is no longer about administering surveys and watching scores its about orchestrating a continuous feedback ecosystem.

AI 320

AI CX Sentiment Analysis Predictive Analytics 320

Experience Investigators

NOVEMBER 7, 2023

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. And this is about more than just customer service. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition.

Customer Retention 98

Customer Retention Social Media Customer Loyalty Start-ups 98

Help Scout

AUGUST 22, 2023

Improve customer loyalty with this list of 16 customer retention strategies that are backed by academic research and case studies on consumer behavior. Read the full article

Customer Retention 89

Customer Retention Customer Loyalty 89

Customer Think

AUGUST 29, 2021

When you have invested the time and money to acquire a brand-new customer, you lose on the full revenue capacity of that individual if they leave, or churn, earlier than preferred. By minimizing the rate of churn, companies prosper and grow quicker. When most companies think about how to speed up growth, generally their first […].

Customer Retention 139

Customer Retention Customer Loyalty 139

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 92

Customer Retention Net Promoter Score Start-ups NPS 92

Customer Think

DECEMBER 31, 2021

It is much cheaper to get repurchases from current and former customers than it is to find new customers. Returning customers also spend more money and contribute to word-of-mouth marketing.

Customer Retention 108

Customer Retention Customer Loyalty 108

Customer Think

APRIL 16, 2023

With ongoing shifts in the economic climate, customer retention continues to be a main focus—and in many cases, it has become even more important in 2023. According to a report by Twilio, in the face of recession, 67% of businesses are shifting focus from customer acquisition to customer retention.

Customer Retention 111

Customer Retention Customer Acquisition Customer Loyalty Technology 111

Zendesk

APRIL 5, 2022

It’s now more important than ever for support teams to track customer retention metrics. You want to ensure you’re putting your best customer service foot forward so buyers continue doing business with you. We surveyed top SaaS support teams to identify the most important customer retention metrics to measure.

Customer Retention 98

Customer Retention Net Promoter Score NPS Retail 98

ClientSuccess

AUGUST 17, 2022

While it may take years for some customer partnerships to get to this desired mutually beneficial place, there are a few steps CSMs can take on the back end to move things along faster. Customer loyalty and retention: a match made in heaven. Here are some tips and tricks to get started: Ask for customer feedback. .

Customer Loyalty 82

Customer Loyalty Customer Retention Customer Relationship Customer Feedback 82

Intercom, Inc.

SEPTEMBER 29, 2022

Leading companies are refocusing their customer engagement efforts to increase customer loyalty, while also enhancing efficiency. By implementing in-product messaging – the secret ingredient your customer engagement tech stack is missing. Luckily, we’ve launched a new guide to help you achieve just that.

Customer Loyalty 211

Customer Loyalty Customer Retention Customer Expectations 211

Aquire

JULY 26, 2021

You need a mix of marketing strategies and innovative customer loyalty programs if you want to satisfy customers, increase customer engagement, and boost conversions. In recent years, customer loyalty programs have changed drastically, going digital, getting more effective, and offering unique experiences.

Customer Loyalty 98

Customer Loyalty Social Media Artificial Intelligence Innovation 98

eglobalis

JUNE 27, 2024

Customer Satisfaction (CSAT): Measures how satisfied customers are with specific interactions, products, or services. Customer Lifetime Value (CLV): Estimates the total revenue a company can expect from a single customer account throughout its relationship.

Customer Experience 453

Customer Experience VOC Net Promoter Score Government 453

Customer Think

AUGUST 19, 2021

This is why more businesses are exploiting the advantages of email marketing to reach customers. Email marketing is so important to customer retention that you’re missing […]. The reach that email marketing offers is massive.

Customer Retention 89

Customer Retention Customer Loyalty 89

Experience Investigators

OCTOBER 11, 2024

Let’s take a look at what separates customer service and customer experience, as well as their similarities, including proven strategies to drive customer loyalty by intentionally balancing both areas. Those are perfect areas for CX leaders to prioritize, which will eliminate potential problems for customers.

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98

Customer Think

FEBRUARY 13, 2023

Leverage customer data and learn from segments to GROW RELATIONSHIPS WITH CUSTOMERS through your DTC channel. If you’re a marketer, it’s important to focus on acquiring the right customers. So how do you know who the right customers […]

Customer Retention 128

Customer Retention Customer Loyalty Technology Technology 128

The Customer Service Blog

SEPTEMBER 14, 2023

What can the 'ketchup surcharge' teach us about customer loyalty? This is an interesting question from a customer loyalty perspective. But even wealthy customers like to feel that they are being treated fairly regarding the price they are charged. In July, inflation for sauces and condiments stood at 28.4%

Customer Loyalty 79

Customer Loyalty Social Media Customer Retention Start-ups 79

eglobalis

JULY 31, 2024

Standard Chartered (APAC) SAS provides advanced analytics and marketing automation tools that allow Standard Chartered to leverage data for better decision-making and customer targeting, resulting in improved customer loyalty and retention.

Customer Experience 428

Customer Experience Social Media Predictive Analytics AI 428

eglobalis

OCTOBER 1, 2024

To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. Leaders can implement monthly performance reviews based on these shared KPIs, helping teams see how they impact overall business success.

CX 443

CX Finance Customer Journey Map Innovation 443

Shep Hyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. There’s a big difference.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Intercom, Inc.

SEPTEMBER 2, 2020

In the not-too-distant past, customer support was viewed as a cost center – a necessary, but non-profitable, part of a business. Today, more and more businesses are realizing the true bottom-line value that incredible customer service brings to a business – customer loyalty , retention, and advocacy to name but a few.

Non-Profits 190

Non-Profits Customer Retention Customer Loyalty Customer Satisfaction 190

Zonka Feedback

AUGUST 12, 2021

For every business, customer loyalty is a hard-earned wealth. Loyal customers would not only choose your brand over others every time, but they would also spread good word-of-mouth for your business and become your brand advocates. They would speak excitingly about your brand and attract more customers for your business.

Customer Retention 98

Customer Retention Customer Loyalty 98

Customer Think

OCTOBER 18, 2021

Image by Stories Cohort analysis is a metric that can be used to measure customer retention and analyze the success of customer acquisition strategies. This article will provide an overview of this metric, and show you how to apply it in your own business. What are the 2 types of cohort analysis? Type 1 Cohort […].

Customer Retention 80

Customer Retention Customer Acquisition Customer Loyalty 80