Gainsight

MARCH 27, 2025

The session is an enlightening guide for CS leaders aiming to speak the language of revenue and tie their teams efforts directly to customer retention and expansion. Understand Your Metrics Bear highlighted the essential metrics that Customer Success teams should be in tune with as a revenue-focused department.

Books 52

Books Customer Retention ROI Metrics 52

BlueOcean

OCTOBER 21, 2024

The far-reaching impact of a damaged reputation, the lost lifetime customer spend, and the expense of winning back that customer and/or acquiring new ones add up to a significant loss in terms of both revenue and reputation. Of course, the effects of a customer loss can extend far beyond those that are simple to quantify.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

NOVEMBER 10, 2014

Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

InMoment XI

MARCH 21, 2025

CI leverages artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to analyze customers interactions with your brand. It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales.

Insights 195

Insights Sales Interaction Metrics 195

customer sure

DECEMBER 21, 2024

What Is Customer Retention? Customer retention is the practice of keeping your customers loyal and engaged over the long term. Why Customer Retention Is Important If customer acquisition feels expensive, it is. Our Three Foundations of VoC Guide will help you get things right from the start.

Customer Retention 62

Customer Retention B2B Feedback Metrics 62

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction.

Sales 98

Sales Customer Success Engagement Customers 98

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. In the case of LendingTree , the company analyzed over 20,000 customer comments in just 90 days using Thematic.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

ShepHyken

OCTOBER 3, 2016

My Comment: If you’ve been following this column you will occasionally see me write about what’s happening on the inside of a company is felt on the outside by the customer. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. It’s all about creating the right culture!

2016 125

2016 Article Airlines Customer Service 125

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. Then, competing customer retention cultures are sustained by traditional workforce hiring practices.

Customer Retention 61

Customer Retention Culture Workshop Customer Focused 61

One Millimeter Mindset

NOVEMBER 29, 2018

Your employees are confused about their customer retention roles. Into customer experiences, customer success and customer retention. First, ponder whether your hiring processes focus on hiring employees to fulfill customer retention roles. . You have an A, B and then Z model.

Customer Retention 65

Customer Retention Definition Workshop Books 65

BlueOcean

AUGUST 19, 2024

According to the study, businesses that prioritize client needs achieve “41% faster revenue growth, 49% faster profit growth, and 51% better customer retention” than their peers. The value of customer experience as a differentiator is rapidly growing. Book a call today to start the conversation.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

BlueOcean

AUGUST 19, 2024

According to the study, businesses that prioritize client needs achieve “41% faster revenue growth, 49% faster profit growth, and 51% better customer retention” than their peers. The value of customer experience as a differentiator is rapidly growing. Book a call today to start the conversation.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

ShepHyken

NOVEMBER 2, 2022

I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues. Here are five ways to make your customers feel special: . Make your customers smarter.

Customer Service Training 134

Customer Service Training Customer Retention Customers Sales 134

InMoment XI

OCTOBER 4, 2024

Here is how customer experience management helps make that possible for you: It enhances customer retention and loyalty. 83% of customers agree that they feel more loyal to brands that listen to their concerns and resolve their pain points. It increases revenue by bringing more sales from existing customers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. In his 2010 book, Marketing 3.0: Authors Jagdish Sheth, Raj Sisodia, and Daniel B.

Financial 144

Financial White Paper Books Airlines 144

Integrity Solutions

DECEMBER 11, 2023

What is cold calling and what does it look like in the current sales world? But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available. Your mindset may actually be the key to success.

Sales 93

Sales Connections Reference Social Media 93

Beyond Philosophy

OCTOBER 28, 2014

You wait because you are “service” call, and all the agents are busy with “sales” calls. Colin is an international author of four best-selling books and an engaging keynote speaker. Naïve and Transactions companies like to transfer a call, or tell you how important you are while you wait to be answered…sometimes for a long time.

Customer Experience 120

Customer Experience Net Promoter Score CEM Customer Centricity 120

Beyond Philosophy

FEBRUARY 10, 2020

Nearly 20 years ago, when I started Beyond Philosophy and before Customer Experience was a well-known concept, my motivations were to create a competitive differentiator that would get more business for my clients. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

Beyond Philosophy

FEBRUARY 24, 2015

Every detail, from how the prices are listed in the menu to how bright the light is in the Sports Book, has been considered to give the proper psychological cues to the Customers. Restaurants and casinos are using their Customers subconscious minds to help them enjoy themselves and the experience they are having.

CEM 122

CEM Books Social Media Customer Experience Management 122

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? First, when introducing new products and services to existing customers, details and nuances get lost in transition. Here’s why. Well, do they?

Sales 68

Sales Workshop Customer Confidence Touchpoint 68

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ChurnZero

AUGUST 15, 2024

As a post-sales leader, my role hinges on increasing revenues from existing customers. One of the most effective ways to achieve this is to leverage AI for customer retention by using it to understand customer trends and mitigate churn risks. Now, back to crafting those perfect customer experiences—happy retaining!

Customer Retention 52

Customer Retention Management Touchpoint 2024 52

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 126

Net Promoter Score NPS Customer Retention Loyalty 126

ijgolding

NOVEMBER 9, 2014

The caller who I eventually answered was very nice and offered me a special package as I had been with Virgin for 5 years and was a loyal customer paying over the odds. Anyway, after calling someone back and holding, I managed to get the package reduced to that of a new customer (aren’t I lucky!)

Customer Experience 126

Customer Experience Customer Centricity Customer Journey Books 126

Thematic

FEBRUARY 24, 2025

Book free guided trial of Thematic 6. Personalize Customer Experiences Based on Data-Driven Insights Customers no longer want generic interactions—they expect brands to anticipate their needs and personalize their experiences.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

SurveySensum

SEPTEMBER 21, 2023

This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. Well, acquiring new customers can costs you five times more than keeping the ones you have. So, customer retention is indeed crucial. What is the Customer Retention Rate?

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52

Customer Bliss

JULY 11, 2017

She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. Some include: Customer satisfaction. Customer retention.

Leadership 0

Leadership Customer Experience 2013 2011 0

InMoment XI

AUGUST 2, 2022

Increased Customer Retention. When the customer experience is better than ever , so are customer satisfaction and loyalty. A nail salon likely gets more women customers than men, so while they may get both, they may want to focus their efforts on the women in their area.

Advertising 221

Advertising Transportation Marketing Hotels 221

Retently

AUGUST 3, 2023

That’s because the price margins between competitive brands have narrowed , services have become standardized and migration costs have been minimized, leaving out just one key differentiator – customer experience (CX). For instance, a call to an Amazon executive to get your problem solved is customer service.

Customer Experience 146

Customer Experience Net Promoter Score Social Media Reference 146

Beyond Philosophy

OCTOBER 6, 2015

The hope was the Clean Diesel would boost sales in the U.S., which accounts for only about 6% of global sales for the brand. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. VW isn’t the first company to break their promises.

2011 162

2011 Banking Consulting Government 162

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer Centricity 133

Customer Centricity Consulting Definition Measurement 133

ShepHyken

JANUARY 10, 2022

The author of this article, Joseph Michelli, also wrote the book that explains the “secrets” behind the way Mercedes-Benz delights its customers. He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well. My Comment: This article hits two areas.

Article 82

Article 2022 Customer Service Loyalty Programs 82

ShepHyken

OCTOBER 8, 2018

My Comment: Jeremy Watkin is the Director of Customer Experience for a call center, so he knows a thing or two about service and experience. He has a library of customer service books, and in this article shares some of the quotes and ideas he underlined. ” Even what happens after the sale is made. .”

Article 91

Article 2018 Customer Service Customer Retention 91

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. Their histories and influences, such as mentors, Italian restaurants and books have something to teach us all.

2014 104

2014 Customer Experience 2015 Contact Center 104

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales.

Article 88

Article 2023 2028 Customer Service 88

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain.

2020 132

2020 Customer Experience Magazine Consulting 132