InMoment XI

OCTOBER 3, 2024

It is increasingly expensive and difficult to improve customer acquisition, which means that it is just as important to keep your current customers happy. Focusing on customer retention will help your organization reduce costs and increase revenue. What Is Customer Retention?

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

InMoment XI

OCTOBER 24, 2024

They aim to convert leads to closed deals, identify the most successful business activities, and manage the communication between businesses and current customers. Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

OCTOBER 30, 2024

Here’s a quick breakdown of customer expectations by category: Health insurance customer experience : Customers expect easy access to healthcare networks. Clear communication and self-service tools are crucial to their satisfaction. They appreciate proactive communication on potential risks like weather hazards.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies.

2020 458

2020 Customer Journey Mapping Culture Innovation 458

eglobalis

JUNE 27, 2024

Businesses like SurveyMonkey, Qualtrics, and SurveyGizmo provide platforms to conduct surveys tailored to specific customer journey touchpoints. This vision should be aligned with the company’s overall strategy and communicated effectively to every department.

Customer Experience 467

Customer Experience Customer Centricity Net Promoter Score Government 467

InMoment XI

OCTOBER 29, 2024

So, if a competitor somehow offers an even smoother customer journey , they can be swayed even if it means they’ll have to spend more. Freebie-loyal customers are drawn to your free offerings. For example, if your cafe offers free WiFi, you’ll attract many of these customers. Meet customers where they are.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You did this by formal and informal communication strategies. Article] Why Journey Map?

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

eglobalis

JULY 31, 2024

These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences. By automating these processes, businesses can maintain consistent and relevant communication, leading to higher conversion rates and improved customer satisfaction.

Customer Experience 441

Customer Experience Social Media 2024 B2B 441

eglobalis

SEPTEMBER 16, 2024

Understand Your Customer Journey and Customers The first step in any B2B CX strategy is to map out the customer journey. At the local level , mapping the customer journey requires gathering insights directly from local teams. In response, Schindler developed a more comprehensive CX approach.

B2B 389

B2B Customer Experience Customer Centricity Omnichannel 389

InMoment XI

OCTOBER 23, 2024

In a period of financial anxiety, customers are looking for institutions they can trust. Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. It is a proven way of retaining customers. Proactively communicate with customers.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

MAY 3, 2022

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high.

Insurance 370

Insurance Return on Investment Voice of Customer ROI 370

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Metrics Net Promoter Score Loyalty Programs 52

Experience Investigators by 360Connext

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 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. When it comes to building those customer journey maps… well, some things are easier said than done. What is a Customer Journey Map?

Customer Journey Mapping 162

Customer Journey Mapping Customer Journey Multi-Channel Roadmap 162

Experience Investigators by 360Connext

AUGUST 17, 2021

That means creating a CX Strategic Council with leaders who are essential to recognizing, identifying, and improving the right moments along the customer journey. . That means the team will hear different perspectives, different aspects of the customer journey, and learn and celebrate with leaders they might not work with ordinarily.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Optimove

FEBRUARY 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: The holiday season is critical for retailers as it often brings a surge in sales driven by new and one-time shoppers. Learn more about automated customer retention here. #6.

Customer Retention 52

Customer Retention Loyalty Programs Download Loyalty 52

Totango

OCTOBER 2, 2020

During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business. Providing Value Is Key to Retaining Customers During an Economic Downturn . Every act of providing value is therefore an act of customer retention.

Customer Retention 118

Customer Retention Customers Communication Metrics 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 Customer Success Customer Relationship Management Loyalty 106

eglobalis

MARCH 30, 2025

Some B2B software firms have even developed predictive algorithms that estimate a customers NPS score based on their product usage and support tickets, obviating the need to actually send the NPS survey every time. With predictive insights, businesses can personalize the customer journey dynamically.

Banking 334

Banking NPS B2B Social Media 334

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers? .

Customer Journey 127

Customer Journey Brands Sales Contact Center 127

Experience Investigators by 360Connext

JUNE 22, 2021

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Even customer journey maps can neglect key phases of the customer experience. Review milestones along the customer journey.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Retaining those customers will require efficient, high-value communication between you and your customers.

Communication 127

Communication Webinar Metrics Customer Retention 127

InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. So how should a CX practitioner go about bridging that gap in communication? Building a Strong CX Foundation with the C-Suite.

ROI 370

ROI Metrics Presentation Webinar 370

InMoment XI

NOVEMBER 22, 2024

Retention Rate Retention rate tracks the percentage of customers who renew their subscriptions to your product over a specific period. It highlights the effectiveness of your customer retention and satisfaction efforts. Tracking customer satisfaction helps you understand how to improve the customer journey.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Identifying these touchpoints helps you see where you can improve and make a real difference in the customer experiencefrom browsing your website to receiving customer support and beyond.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

Customer Journey 117

Customer Journey Customer Journey Mapping Touchpoint Events 117

Experience Investigators by 360Connext

FEBRUARY 1, 2022

We recommend starting with a Customer Experience Mission Statement and building a Customer Experience Success Statement. Both can be used to gain commitment from the C-Suite and can be leveraged as a way to communicate progress in an ongoing way. These goals must be defined and supported from the top. It’s literally a win/win.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journey 134

Customer Journey NPS Demo Customer Satisfaction 134

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Escalation stage: Slow response time or weak communication to a support request.

Customer Retention 94

Customer Retention E-support Customers Customer Expectations 94

Totango

APRIL 2, 2019

So, how can you understand the customer experience and know when to offer extra support to grow your relationship? Through customer journey mapping. And that information helps you implement the right customer success strategy. The Customer Journey Stages, Step by Step.

Customer Journey 110

Customer Journey Customer Journey Mapping Events Demo 110

eglobalis

JULY 2, 2024

AI avoids survey bias by covering 100% of customers and addressing the tendency of survey respondents to be more positive about a company than non-respondents, which can vary by culture. Customer Lifetime Value (CLV) : Estimates revenue potential from a customer over their lifetime.

NPS 468

NPS Feedback Net Promoter Score B2C 468

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 Customers Customer Relationships Customer Centricity 118

InMoment XI

MAY 4, 2023

expecting parents, new college students) to provide an ecosystem of products at specific points in those customer journeys. To strengthen their customer experience strategy, companies should focus on providing stellar customer journeys, inspiring their teams, and activating their promoters.

Customer Experience 221

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 221

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 Measurement Loyalty Programs 92

Totango

JULY 22, 2022

At Totango, our goal is always to provide the best possible tools to help you meet and exceed your customer success goals in both good and challenging economic times. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC. Overall NPS score.

Communication 107

Communication NPS Metrics Engagement 107

BirdEye

JUNE 29, 2023

Effective customer communication is vital for the success of any business. Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service. Table of contents What does customer communication mean?

Communication 97

Communication Social Media Customers Touchpoint 97

Retently

MARCH 11, 2025

Key Takeaways Reviewing and analyzing customer feedback is a daily priority CX Managers track reviews, surveys, support tickets, and returns to spot patterns and escalate critical issues. multiple customers complaining about misleading product info). Step 4: The fix is communicated back to CX and Customer Support teams.

Management 115

Management Customer Experience Roadmap NPS 115