Zendesk

MAY 17, 2022

While this means more work for your support agents, it also means there are more opportunities for you to expand and retain your customer base. Regardless of industry, customer satisfaction score (CSAT) is one of the most popular metrics for gauging how consumers feel about the customer experience (CX).

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Intercom, Inc.

MARCH 16, 2021

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. This is costly not just for your team’s bandwidth and budget – but also for your customers’ satisfaction and overall perception of your brand. No support team should ever be an island.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Experience Investigators

OCTOBER 11, 2024

The best way to gain this buy-in is to prove how a better customer experience can fulfill team goals and directly impact the bottom line. For example, do you know how much it costs for each customer service request? Use AI to analyze customer support transcripts and flag recurring issues or topics, which become your CX focuses.

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98

Intercom, Inc.

JULY 1, 2020

With the right approach and proactive support tools – think Outbound Messages , Product Tours , and Mobile Carousels – you can provide every customer with the fast, personal help they need at the exact moment they need it. At Intercom, our Support Ops and Product Education teams work hand-in-hand to deliver proactive support to our customers.

Education 239

Education Sales Customer Retention Customer Loyalty 239

Retently

MARCH 17, 2025

Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Product Launch Performance : What were the most common customer questions about the new release? Tracks how customer sentiment, retention, and support efficiency have evolved over time. Yet the real value comes from customer comments.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

SurveySensum

OCTOBER 17, 2024

It helps you decode the true potential of customer data and open up new growth avenues. By leveraging customer feedback analytics solutions, businesses can gain insights to drive customer satisfaction and loyalty to identify areas where the team falls short. According to a Bain & Co. According to a Bain & Co.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Retently

MARCH 11, 2025

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. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

CX 115

CX Customer Experience Net Promoter Score NPS 115

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

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 157

Net Promoter Score Customer Retention Customer Relationship Touchpoint 157

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

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Callminer

JULY 30, 2020

Armed with this data, your call center gains valuable insight into what makes your customers tick so you can develop the most impactful, meaningful responses for every interaction, quickly resolve customer complaints, and improve customer satisfaction and retention. Yaniv Masjedi. YanivMasjedi.

Customer Service 265

Customer Service Start-ups Gambling Customer Satisfaction 265

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. Let’s journey into the realm of the top 7 SaaS customer satisfaction surveys that empower you in product adoption and SaaS customer retention.

Customer Satisfaction 52

Customer Satisfaction Close the Loop NPS Customer Retention 52

Totango

SEPTEMBER 20, 2022

This delivers customers more satisfying experiences, which promote higher retention, lower churn, and higher referral rates. A customer enablement program is a vital part of the customer landscape for B2B and SaaS companies that rely on customer retention for growth. Educate Customers on How to Succeed.

B2B 88

B2B Net Promoter Score Education Social Media 88

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer Retention 76

Customer Retention Net Promoter Score Education Customer Journey Map 76

Gainsight

APRIL 11, 2025

Educational programs (including live events) that drive onboarding, adoption, and more. Then, work on a realistic plan for creating new content, with a clear calendar for creating educational resources, discussions, live events, and gamification to encourage ongoing engagement. Be ambitious, but dont overdo it.

AI 52

AI Education Start-ups Innovation 52

Totango

JULY 13, 2021

Businesses need a new strategy for customer success growth. In order for your enterprise to survive this shift to a customer-centered market, it must become customer-centered, too. A customer-centered approach makes customer satisfaction a top priority before as well as during and after the sale.

Customer Satisfaction 107

Customer Satisfaction B2C Customer Relationship B2B 107

Intercom, Inc.

JULY 26, 2022

What is customer success management? Customer success initiatives are often led by a customer success team staffed by customer success managers, or employees with similarly related roles dedicated to customer satisfaction (think: client partners and account managers, onboarding managers, and so on). .

B2B 129

B2B B2C Education Customer Retention 129

Gainsight

FEBRUARY 2, 2024

Companies engaging their customers with up-to-date product information and success content are reducing churn, decreasing support costs, and improving customer satisfaction. In short, customer training leads to customer retention. Add to that the fact that customers appreciate one-on-one consulting.

Education 52

Education Start-ups Data Entry Entertainment 52

ClientSuccess

SEPTEMBER 26, 2019

Here’s a quick look at some effective strategies to keep your existing customers happy. Closely monitor customer health metrics on a regular basis. . Sam Fiel, Customer Success Manager at ClientSuccess, defines customer health as “the current state of customer satisfaction after a given engagement (i.e.

Customer Retention 49

Customer Retention Net Promoter Score Gaming Education 49

Gainsight

AUGUST 13, 2024

But to help make it even more clear, here’s how we’ve digitized post-sales touch points to not only deliver a better experience to our customers, but empower our teams with data they can use to guide customers to build relationships, boost customer satisfaction, and drive strategic decision-making that translates to long-term success.

Education 52

Education Touchpoint Sales Customer Satisfaction 52

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. P oor customer service accounts for 14% of the average customer churn.

Start-ups 147

Start-ups Customer Satisfaction Customer Service Omnichannel 147

ECXO

JANUARY 30, 2024

When customers face challenges or issues with a product or service, they rely on these areas of the brain to find solutions. Brands that provide effective problem-solving mechanisms, such as efficient customer service, can create positive experiences that enhance customer retention and loyalty.

CX 156

CX Customer Loyalty Education Customer Retention 156

Experience Investigators

FEBRUARY 1, 2022

Customer experience management means caring about the employees who are designing, delivering and driving customer journeys. It means investing in their education, their feedback cycles, and their wellness. It also means tapping into their ideas around innovation for the customer experience. . It’s literally a win/win.

Customer Experience 136

Customer Experience CXM Net Promoter Score CX 136

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.

Customer Satisfaction 98

Customer Satisfaction Customer Acquisition Education Start-ups 98

Aquire

DECEMBER 9, 2021

The higher your churn rate, the more customers you lose. The lower your churn rate, on the other hand, the more customers you keep on your books. Your churn rate is also diametrically opposed to your customer retention rate. So, if you have a retention rate of 75 percent, you’ll have a churn rate of 25 percent.

Customer Retention 98

Customer Retention Education Social Media Start-ups 98

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Learn more about the role of customer success in your organization in this webinar.

Customer Satisfaction 70

Customer Satisfaction Education Customer Retention Customer Relationship 70

Zendesk

FEBRUARY 10, 2022

In the Zendesk Customer Experience Trends Report 2022 , over 90 percent of respondents said they’d spend more money with businesses that offer streamlined experiences. And customers who describe a company’s CX as “good” are 37 percent more likely to recommend it to others. Set up tools for collecting customer data.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Totango

DECEMBER 28, 2021

Follow up initial training with continuing education opportunities for successful team members. Consider making paid continuing education a perk to help attract top talent. For example, scheduling automated reminders to go out at designated intervals prior to renewal can reduce the risk of customers forgetting to renew.

Net Promoter Score 102

Net Promoter Score Education NPS Start-ups 102

Comm100

FEBRUARY 6, 2023

Institutions will be looking to humanize their digital experience to increase customer satisfaction and build loyalty in 2023. This will enable you to track the customer journey and behaviour more efficiently. Doing this sends a message that you value your customer. First, customers want it.

Customer Experience 98

Customer Experience Omnichannel Social Media Touchpoint 98

Comm100

MARCH 30, 2021

Recommended for you: What Does ‘Omnichannel Customer Engagement’ Mean? Omnichannel customer engagement has been gaining popularity across industries for its ability to streamline customer service processes and generate higher customer satisfaction. It’s also the perfect resource for educational organizations.

Omnichannel 105

Omnichannel Social Media Education Start-ups 105

CommBox

SEPTEMBER 26, 2021

On top of that, you’ll need to focus on educating your employees. Everyone in your business will need to understand how customer communication works and their role in the whole process. . However, as customer satisfaction keeps growing, so will customer retention. More complexity means more expenses.

Omnichannel 88

Omnichannel Start-ups Retail Social Media 88

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

Fonolo

JANUARY 14, 2020

When it comes to customer service and experience content, Shep is the Godfather. . And his blog is filled with great customer service insights, tips to improve customer satisfaction, and guides to help you create a customer service culture in your business. . And their blog reflects that aim very well too.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Totango

MARCH 26, 2019

In order for your enterprise to survive this shift to a customer-centered market, it must become customer-centered, too. A customer-centered approach makes customer satisfaction a top priority both before, during, and after the sale. Increase Customer Retention. Improve Customer Satisfaction.

Customer Satisfaction 69

Customer Satisfaction B2C B2B Education 69

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

FEBRUARY 2, 2023

What’s the Difference Between Customer Experience and Customer Service? The customer experience (CX) is a customer’s impression of an organization or brand based on their interactions with you. Consistency is what customers want and expect, providing them with a great experience.

Retail 88

Retail Net Promoter Score Customer Experience CX 88