Inside Customer Service

JULY 11, 2024

Case Study: GreatAmerica Financial Services GreatAmerica provides equipment financing solutions to businesses. It's the largest family-owned equipment financing company in the United States. CX Vision We help our customers achieve greater success GreatAmerica uses its mission statement as the CX vision.

CX 149

CX Invoicing Real Estate Hospitality 149

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies. Factors to Consider in Prioritizing the Customer Accounts.

Customer Retention 59

Customer Retention Finance Retail Sales 59

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies. Factors to Consider in Prioritizing the Customer Accounts.

Customer Retention 52

Customer Retention Finance Retail Sales 52

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies. Factors to Consider in Prioritizing the Customer Accounts.

Customer Retention 52

Customer Retention Finance Retail Sales 52

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Beyond Philosophy

MARCH 31, 2015

As an Umpqua SVP was quoted stating in a recent magazine article: “Finances are challenging enough – why are bank branches formal and intimidating? Umpqua has created that enjoyable experience, making customers comfortable in attractive spaces, and interacting with empowered staff looking to build a meaningful relationship.

Customer Relationship 124

Customer Relationship Retail Finance Customer Retention 124

Intercom, Inc.

OCTOBER 7, 2020

. “Support isn’t just a cost center, but a strategic investment that increases customer retention and reduces churn” Indeed, if you look at the broader financial models of customer support, you’ll see that support isn’t just a cost center, but a strategic investment that increases customer retention and reduces churn.

Manufacturing 196

Manufacturing Customer Retention Sales Start-ups 196

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 120

CX Customer Experience Net Promoter Score NPS 120

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 98

Customer Retention Manufacturing Finance Touchpoint 98

VOZIQ

MAY 12, 2024

In today’s rapidly evolving business landscape, customer retention is the North Star metric that significantly impacts profitability and growth, particularly for subscription businesses. However, traditional customer retention strategies often fall short of delivering a significant impact.

Customer Retention 40

Customer Retention AI Non-Profits Machine Learning 40

Lightico

NOVEMBER 13, 2023

Allowing due date changes can help borrowers better manage their finances by aligning their car loan payments with their income schedule. When lenders are willing to accommodate their customers’ needs, it fosters goodwill and loyalty. This can prevent missed or late payments and potential financial strain.

Finance 52

Finance Government Legal Customer Satisfaction 52

Intercom, Inc.

MAY 13, 2020

When a member of support has a conversation with a customer where they see the potential for churn or for expansion, they can drive retention by getting that person to the sales team as soon as possible. Tailor your support strategy when working with customers who are about to churn.

Education 129

Education Finance Customer Retention Sales 129

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention.

Finance 98

Finance Customer Retention Sales Technology 98

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. Gain real-time insights with SurveySensum’s NPS software to drive customer retention and loyalty!

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Fonolo

MARCH 6, 2019

With a membership representing multiple verticals including finance, technology, healthcare, and BPOs, it provides resources for mapping out goals and operations for contact centers. The Customer Service Institute of America supports companies and people in the US of A in strengthening their respective customer experience offerings.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

CommBox

SEPTEMBER 20, 2021

64% of businesses believe chatbots allow them to provide a more customized customer experience. . The top 5 industries profiting from the adoption of chatbots are real estate (28%), travel (16%), education (14%), healthcare (10%), and finance (5%). 56% of customers prefer to message rather than call customer service. .

AI 96

AI Customer Service B2C Real Estate 96

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Customer Loyalty and Retention. Customer service goals include expanding your reach.

Customer Service 81

Customer Service Net Promoter Score Contact Center Finance 81

Customer Experience Matrix

AUGUST 26, 2014

Since the company has been admirably transparent all along about its finances, there were no big surprises: they lose considerable money, as expected, but their expenses seem about in line. Even more important, the "subscription dollar retention rate" has improved sharply, from 71.6%

CRM 86

CRM Finance Customer Acquisition Sales 86

Intercom

JULY 25, 2022

Customer engagement is defined as communicating with your customers over the course of their journey – from acquiring, onboarding, and nurturing to supporting and retaining – to help them get to the outcome they want. Effective customer engagement holds the key to customer retention and loyalty.

Artificial Intelligence 104

Artificial Intelligence Outlook Machine Learning Manufacturing 104

Hodusoft

MAY 24, 2022

Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. It facilitates swift and easy data transfer to other departments such as HR, Finance, and IT. during the forecast period, reaching USD 36.1

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

ClearAction

MAY 29, 2016

There’s a big difference between distinct transaction experiences and the cumulative customer life cycle experience. The end-to-end customer experience is affected by the entire value chain across the company. While there is a certain success rate in customer retention tactics, it is prone to similar efforts from competitors.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

PeopleMetrics

DECEMBER 12, 2017

Typically leveraged by Sales & Marketing teams, CRMs help to centralize the management of leads and improve customer relationships with ultimate objective of driving customer retention and sales growth. Talk to David. P.S. What did you think of this blog post?

CEM 84

CEM CRM Customer Relationship Management VOC 84

CommBox

SEPTEMBER 13, 2021

The top 5 industries profiting from the adoption of chatbots are real estate (28%), travel (16%), education (14%), healthcare (10%), and finance (5%). Commbox’s chatbots successfully scaled up customer communication and sales processes for leading brands in various industries such as telecom, finance, retail, healthcare and more. .

Sales 98

Sales AI Healthcare Omnichannel 98

Retently

MARCH 23, 2023

First, poor service can and will hurt your customer relationships. The second is that taking a short-term approach to retention, as Comcast and other brands did by using aggressive customer retention tactics, will likely backfire. Poor service or a bad product can hurt your NPS within your industry.

Net Promoter Score 100

Net Promoter Score NPS Finance Customer Satisfaction 100

SurveySensum

DECEMBER 30, 2024

ClientSuccess ClientSuccess is a powerful customer retention and growth platform, making it a solid choice among CustomerGauge alternatives. It simplifies customer success by centralizing key data, so businesses no longer need to rely on multiple tools to manage customer relationships.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Aquire

MAY 21, 2021

This shows how important it is to maximize your digital content to provide the necessary information upfront, everything from model features to pricing, and finance options to inventory availability. Nissan@Home , for example, lets customers manage their entire journey online, including purchases and maintenance.

Omnichannel 98

Omnichannel Customer Experience Retail Touchpoint 98

Hodusoft

OCTOBER 19, 2022

51% of such institutions have realized that improving customer experience is one of the top priorities for their success. Today, finance contact center software is one of the best ways for financial institutions to keep tabs on their customers and earn their trust. ensure quick resolution for customer concerns.

Contact Center 52

Contact Center Finance Omnichannel Social Media 52

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Customer Loyalty and Retention. Customer service goals include expanding your reach.

Customer Service 67

Customer Service Net Promoter Score Contact Center Finance 67

CommBox

FEBRUARY 9, 2022

Omnichannel sales solutions can assist you throughout your sales cycle – starting from lead generation and qualification, lead management and sales, and customer retention. . Get More Leads and Qualify Customers with Chatbots . Unified customer experience. More loyal customers. Seamless channel integration.

Sales 98

Sales Omnichannel Finance CRM 98

Customer Bliss

MAY 2, 2019

In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role. There’s that kind of element of being able to really understand finances to set your team up for success,” says Rosalyn. However, at Allovue, they didn’t see much of an ROI with this method.

Education 59

Education Finance Customer Retention Start-ups 59

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

VOZIQ

AUGUST 13, 2023

Here’s our pick of the quarter; let’s begin with an insightful book that delved deep into customer research. You will also discover how to retain customers through exceptional customer service, building trust and credibility, offering incentives and loyalty programs, and implementing customer retention strategies.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Beyond Philosophy

JULY 28, 2015

Nor our subsequent treatment by their Finance arm in setting up the lease payments, another whole story in itself. When Customers give you a low score, do not write to them and complain! He protested that it wasn’t the dealer’s fault it was Lincoln. I explained they were one and the same.

Gaming 119

Gaming Finance Customer Satisfaction Sales 119

ClearAction

DECEMBER 16, 2017

Yet, if a company is customer-centric , then concentric circles around the customer mean that marketing, service and sales are the natural conduit for helping the rest of the company — engineering, finance, human resources, production, operations, technology, safety, accounting, etc. Originally published on MyCustomer.

Manufacturing 63

Manufacturing Finance Engineering Customer Retention 63

ClearAction

NOVEMBER 5, 2017

Different visions for customer experience at different locations of your company presents a variety of problems. And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.).

Customer Experience 69

Customer Experience Net Promoter Score VOC Finance 69

ClientSuccess

NOVEMBER 15, 2022

This means going beyond the typical customer service script and getting to know your customers on a personal level. Here are five customer retention strategies that will help you succeed: 1. Understand Your Customers’ Goals and KPIs.

Invoicing 74

Invoicing Legal Social Media Finance 74

Lightico

SEPTEMBER 13, 2023

Disgruntled customers may vent their frustration on social media or via word-of-mouth, further affecting your reputation. Additionally, bill shock can result in reduced customer retention rates, as clients seek alternatives with more transparent and predictable billing practices.

Finance 52

Finance Education Social Media CX 52