eglobalis

AUGUST 13, 2024

Brand Loyalty: Samsung: While Samsung enjoys a large customer base, its brand loyalty does not match that of Apple. However, this following lacks the fervor seen in Apple’s fan base. Product launches become global events, and customers are willing to queue for hours to get the latest device.

E-support 507

E-support Innovation Customer Centricity Loyalty 507

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer Retention 72

Customer Retention Chief Customer Officer Customer Success Events 72

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

Totango

DECEMBER 10, 2019

When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. Let’s explore why customer retention for B2B is so important and how you can make it happen. Retain Customers for Life.

Customer Retention 65

Customer Retention B2B Voice of Customer Metrics 65

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Shocker, right? How will this help? .

Customer Retention 73

Customer Retention Webinar E Commerce Demo 73

InMoment XI

JULY 1, 2024

Organizations should take a closer look at predictive analytics to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. It’s an opportunity that your company can capitalize on today. Prioritize sales efforts.

Social Media 195

Social Media Healthcare Retail Insights 195

One Millimeter Mindset

AUGUST 23, 2018

Do you have a customer retention scorecard? Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Customer retention matters when it is time to renew that contract.

Customer Retention 133

Customer Retention Workshop Sales Measurement 133

CSM Magazine

SEPTEMBER 22, 2022

Your customer retention rate tells you how many of your customers are staying with you, rather than defecting to a competitor. Of course, every business wants to retain 100% of its customers (and increase the amount they spend!), To get started, take a look at these four ways to increase customer retention: 1.

Customer Retention 52

Customer Retention Loyalty ROI Consumers 52

One Millimeter Mindset

AUGUST 29, 2018

Ah, the impact of experience conflicts on the performance of our customer retention strategy. That “something” completely disrupts customer experience equilibrium. Perhaps experience conflicts are more important when detected prior to acquiring customers than they are when they occur during post-sale execution?

Customer Retention 60

Customer Retention Workshop Sales Innovation 60

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 90

Customer Retention Customer Success Customer Journey Mapping Customer Journey 90

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

BirdEye

JULY 5, 2023

This strategy uses online and offline communication channels for your business to build stronger relationships with your customer base. This marketing strategy isn’t about short-term wins or sales transactions; instead, it focuses on long-term customer retention. Why does relationship marketing work?

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

Gainsight

OCTOBER 22, 2020

By identifying risk in your customer base, your team will drive action to mitigate it faster and help drive up retention. Naturally, the first step of establishing a renewal process is defining the leading indicators of risk within your customer base. Power improved retention at scale .

Customer Base 59

Customer Base Return on Investment NPS Metrics 59

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

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. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 127

Communication Webinar Metrics Customer Retention 127

InMoment XI

NOVEMBER 15, 2023

Customer Churn Rate : Customer churn rate quantifies the percentage of customers who stop using a company’s product or service over a specific period, helping businesses gauge customer retention and identify potential issues. Who Needs Customer Experience Analytics?

Insights 243

Insights E Commerce Customer Experience E-support 243

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. How can you improve customer retention with VOC program? .

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

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

Gainsight

APRIL 11, 2025

Educational programs (including live events) that drive onboarding, adoption, and more. A culture of belonging that fosters a sense of ownership among the customer base. Communities work best when they become specialized settings that are transparent, secure, and productive for customers. Be ambitious, but dont overdo it.

Events 52

Events Customers Roadmap Article 52

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.

Customer Success 108

Customer Success Customer Relationships Communication Customer Retention 108

BirdEye

AUGUST 24, 2023

But you may not have heard all the reasons that make chasing after new customers so costly. You have to cast a wide net to attract new customers. Google ads, trade shows, and local events add up. And the scope of traditional marketing makes it difficult to target the ideal customer effectively.

Marketing 98

Marketing Customer Retention Loyalty Customer Centricity 98

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. It’s an opportunity that your company can capitalize on today.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

SurveySensum

MARCH 21, 2025

By leveraging NPS tools that integrate with HubSpot, you can: Automate survey distribution : Send NPS surveys at key touchpoints in the customer journey. Segment customers based on NPS scores : Identify promoters, passives, and detractors in your HubSpot CRM. Send HubSpot poll responses as events and contact properties.

NPS 52

NPS 2024 2025 Demo 52

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

GetFeedback

JANUARY 8, 2020

Surveys saved the team from conducting an exploratory call with the customer and instead, centered their initial conversation on the customer’s topic of interest and use cases. . In conjunction, Cisco set up automated workflows in Salesforce that sent product training emails to customers based on their selected use cases.

Customer Satisfaction 39

Customer Satisfaction NPS 2013 Customers 39

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. What is Customer Retention?

Customer Retention 52

Customer Retention Webinar Chief Customer Officer Metrics 52

Optimove

MARCH 19, 2025

From Peak to Profit: CRM Strategies for Big Events This session covered how brands can maximize revenue during high-traffic events like Black Friday and the Super Bowl, ensuring long-term customer retention.

Connections 52

Connections Marketing 2025 Banking 52

SurveySensum

OCTOBER 31, 2024

Why is Digital Customer Engagement Important? It not only fosters customer loyalty but builds trust among customers, both present and future. Let’s discover.

Customer Engagement 52

Customer Engagement Engagement 2024 Social Media 52

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. .

Communication 107

Communication NPS Metrics Engagement 107

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm.

Customer Service 117

Customer Service E Commerce Effort Score E-support 117

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Training isnt a one-and-done event. Customer Retention Rates: Empathy builds loyalty.

Culture 52

Culture Healthcare Connections Interaction 52

Totango

DECEMBER 21, 2021

Milestone Messaging as a Customer Success Manager Automation Strategy. Effective customer success automation relies on the strategic use of technology to communicate with customers at key points and event triggers in their customer journey. Implement Customer Success Manager Automation to Increase Retention.

Customer Success 112

Customer Success Management Net Promoter Score NPS 112

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Training isnt a one-and-done event. Customer Retention Rates: Empathy builds loyalty.

Culture 52

Culture Healthcare Connections Interaction 52

Gainsight

NOVEMBER 28, 2023

MoveWorks launched their self-service Customer Academy portal to reduce the 5 or more hours per week CSMs previously spent on one-to-one training. They set up automated Slack notifications for event registration and reminders of upcoming meetings and renewals. Automated Reminders. Slick Integrations.

Customer Retention 52

Customer Retention Omnichannel Document Customer Success 52

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. However, some will be stored in a customer’s long-term memory and will be drummed up every time they think about the brand.

Exceptional Customer Service 104

Exceptional Customer Service Metrics Customer Service Average Handle Time 104

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. “We’re thrilled to have Phil on board because of his expertise as a customer advocate with over 15 years of experience in the event technology space.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Totango

AUGUST 23, 2022

Customer support events. Customer satisfaction surveys. Improved experiences deliver better outcomes for customers and higher satisfaction. Greater customer satisfaction promotes a higher rate of subscription renewal, adoption, customer retention and referrals while reducing customer churn.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122