Happy or Not

DECEMBER 9, 2024

Retaining customers is essential for business growth. At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones.

Customer Retention 36

Customer Retention Feedback Loyalty Customers 36

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. A loyal customer is valuable to retailers in a multitude of ways. 5 Ways to Build Customer Loyalty in Retail.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

eglobalis

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. Customer Lifetime Value (CLV) : Estimates revenue potential from a customer over their lifetime. In the end, why do we talk so much about NPS?

NPS 453

NPS Feedback Net Promoter Score B2C 453

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

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously. This allows your brand to keep up with customer expectations 24/7.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. 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. But thats easier said than done.

Management 115

Management Customer Experience Roadmap NPS 115

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Brand Loyalty: Samsung: While Samsung enjoys a large customer base, its brand loyalty does not match that of Apple. Apple: Apple’s brand loyalty is legendary.

E-support 507

E-support Innovation Customer Centricity Loyalty 507

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this?

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. Personalization at Scale One of the standout benefits of AI in CX is the ability to deliver personalized experiences to customers on a large scale.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

InMoment XI

SEPTEMBER 5, 2024

When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases. With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

DECEMBER 9, 2022

We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? . In order to provide an excellent customer experience, it’s important that your customer journey is aligned with customer expectations. The takeaway?

Customer Journey 126

Customer Journey Brands Sales Contact Center 126

SurveySensum

JULY 21, 2023

Allocating resources to attract new customers is indeed expensive compared to nurturing and retaining your current customer base. That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. That’s why we proudly maintain a remarkable 98% customer retention rate.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

Customer Retention 52

Customer Retention Net Promoter Score Webinar Customers 52

SurveySensum

SEPTEMBER 21, 2023

In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. So, customer retention is indeed crucial. But what is it exactly?

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52

SurveySensum

DECEMBER 22, 2022

And yet, it has the most loyal customer base. . – Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. It helps you retain your customers. Well, its customers demanded it.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

InMoment XI

OCTOBER 4, 2024

As a result, businesses gain valuable insight into customer expectations, which guides strategy on boosting retention and loyalty. Importance of Customer Experience Management Focusing on delivering a positive customer experience gives you a crucial edge over your competition.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Thematic

MARCH 30, 2025

Making business decisions based on gut instinct isn’t a smart strategy anymore. Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. Show how customer insights research can improve customer retention, reduce churn, and optimize marketing spend.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

CSM Magazine

JANUARY 15, 2025

Possible Reasons Your Customer Stopped Responding Abruptly Based on general consensus and a detailed analysis of over a dozen surveys, insights, and case studies, we have uncovered six reasons behind abrupt customer silence: Unresolved issues: If you havent fixed their problem, theyre not going to keep talking.

White Paper 52

White Paper Communication Interaction Customers 52

Retently

AUGUST 1, 2024

Once you’ve built a steady base of customers, you can “afford” most of the negative feedback. A bad review from an unhappy customer can and likely will hurt your growth, but it’s unlikely to cause your existing customer base to give up on you. Are there external factors that could affect how customers respond?

Net Promoter Score 147

Net Promoter Score Measurement NPS Feedback 147

InMoment XI

OCTOBER 10, 2023

In the vast ocean of customer interactions, it’s easy for businesses to lose their way. However, by regularly monitoring and analyzing these metrics, companies can stay on course, ensuring they consistently meet and exceed customer expectations. To dive deeper into the workings of Net Promoter Scores, click here.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Happy or Not

NOVEMBER 20, 2024

Collecting customer feedback is also essential in creating a positive feedback loop, where customer feedback is gathered, analyzed, and implemented continuously. This loop keeps businesses in tune with customer expectations and addresses emerging issues promptly.

User Experience 36

User Experience Customer Satisfaction Feedback Social Media 36

Retently

MARCH 17, 2025

Tracks how customer sentiment, retention, and support efficiency have evolved over time. customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year? retention and churn trends) Are we reducing the number of recurring complaints about product quality?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Storyminers

JULY 29, 2016

So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention.

B2C 49

B2C Customer Retention Brands Social Media 49

InMoment XI

JANUARY 2, 2023

Measuring customer experience (CX) requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Customers who are promoters score 9 or 10.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

ShepHyken

MAY 13, 2024

8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. What Is Churn Rate? Ease of use.

Article 77

Article Customer Service 2024 Loyalty Programs 77

Kayako

AUGUST 12, 2022

Customers expect brands to understand their individual journey with the brand. As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions. How To Provide Personalized Customer Service?

Customer Service 117

Customer Service E Commerce Effort Score E-support 117

CustomerSuccessBox

MAY 17, 2021

So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers. So you’re growing and now want to scale up your customer retention and you’re contemplating automation. But automating every step is not the solution for scaling retention using customer success.

Customer Retention 52

Customer Retention Touchpoint Customer Success Customers 52

Education Services Group

JUNE 18, 2018

How do I increase customer retention? Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). A career field that barely existed five or so years ago, CSMs make up ground zero for all CS functions — that includes keeping customers.

Customer Retention 45

Customer Retention Customer Success White Paper Management 45

Joe Rawlinson

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. Credible – It needs to be widely accepted and based on proven methodology. Predictive – It needs to help determine future behaviors.

Exceptional Customer Service 104

Exceptional Customer Service Metrics Customer Service Average Handle Time 104

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 Telecommunications Communication Customer Success 98

SurveySensum

DECEMBER 4, 2024

You don’t want your customers overwhelmed or frustrated. Also, it is essential to consider factors such as response rates, size of the customer base, and customer segments while launching the NPS survey in banks. Gain real-time insights with SurveySensum’s NPS software to drive customer retention and loyalty!

Banking 52

Banking NPS Financial Net Promoter Score 52

ShepHyken

FEBRUARY 21, 2022

How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long. It also adds to the customer experience. The Value Gap a New Blueprint for Customer Expectations by Quinine.

Article 74

Article 2022 Customer Service 2005 74

Thematic

MARCH 2, 2025

Improving Marketing Strategies Marketing efforts are more effective when informed by customer insights. In fact, 76% of customers expect personalization, and brands that succeed in this area are 71% more likely to improve customer loyalty. This allowed them to improve features based on real customer needs.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

Joe Rawlinson

JULY 25, 2018

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Inability to Keep Pace with Incoming Inquires.

Social Media 84

Social Media 2017 2014 Poor Customer Service 84

delighted

JANUARY 7, 2021

Creating a customer journey map can help you and your company visualize how customers feel at all brand touchpoints so you can avoid potential issues ahead of time, increase customer retention, and discover key information to make the best decisions for your business. Customer journey map design.

Customer Journey Mapping 98

Customer Journey Mapping Customer Journey Touchpoint Net Promoter Score 98

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. But what if you have attracted the wrong audience from the start?

E-support 147

E-support Poor Customer Service Customer Success Customers 147