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Is customer engagement, artificial intelligence, digital marketing, predictiveanalytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.
Everything from how we serve our customers, retain them, and grow our business has changed—customerretention is no longer a nice-to-have, it’s a critical growth axis. As a result, SaaS businesses are focussing on building durable businesses by keeping existing customers rather than acquiring new one.
They are the first go-to place for customers who wish to interact with the company. However, the current outlook still considers contact centers as cost centers. It is also the best and most accurate channel of communication with customers, as when a customer is on call, the contact center agent has their undivided attention.
For Marketing’s shift from acquisition addiction to retention riches, here are three keys: context, alignment, and nimbleness. 1st Key to Retention-Rich Marketing: Context. Outside-in context should be natural for marketers, with access to market research, customer intelligence and predictiveanalytics.
Is customer engagement, artificial intelligence, digital marketing, predictiveanalytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.
They are the first go-to place for customers who wish to interact with the company. However, the current outlook still considers contact centers as cost centers. It is also the best and most accurate channel of communication with customers, as when a customer is on call, the contact center agent has their undivided attention.
Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. But since customer experience has a more broader outlook than customer service, additional data like repeat sales figures and customerretention rate are also taken into consideration.
Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. But since customer experience has a more broader outlook than customer service, additional data like repeat sales figures and customerretention rate are also taken into consideration.
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