ShepHyken

MAY 24, 2021

Too many times we focus on being competitive with our competition, versus being competitive for the customer. Best Customer Retention Techniques for Startup in 2021 by Luke Fitzpatrick. My Comment: Want to keep your customers coming back? Follow on Twitter: @Hyken.

2021 163

2021 Article Customer Service Customer Retention 163

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B 2020 Multi-Channel 62

Daniel Group

NOVEMBER 9, 2024

Increase Customer Referrals , dives into the powerful impact of focusing on customer retention. I look into how rebalancing your strategy can turn satisfied customers into your most effective marketing asset, bringing in high-quality referrals while improving overall profitability.

Customer Retention 52

Customer Retention 2025 Marketing Loyalty 52

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. There’s a big difference. Follow on Twitter: @Hyken.

Article 160

Article 2021 Customer Service B2C 160

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

ShepHyken

OCTOBER 3, 2016

They are obvious – and that is why it surprises me that any business would be guilty of committing these “crimes against the customer.”. 4 Smart Tips To Improve Customer Retention at Your Startup by Sheila Eugenio. Tech.Co) Increasing your customer retention by just 5 % can result in a 25% to 90% increase in profit.

2016 125

2016 Article Airlines Customer Service 125

ijgolding

JULY 19, 2016

What Carolyn McCall demonstrated to me is that she is a customer focused leader with a huge amount of courage. It amazes me how many leaders have never met a customer – or will do whatever it takes to avoid doing so. She did not sympathise with me – she did what many leaders are unable to do – she empathised with me.

Customer Focused 75

Customer Focused Customer Centricity Airlines 2012 75

eglobalis

OCTOBER 1, 2024

Each team is aligned to improve customer satisfaction, and no department is left behind. To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics.

2020 337

2020 Customer Journey Mapping Culture Innovation 337

InMoment XI

FEBRUARY 14, 2024

By offering seamless integration between online and offline channels, businesses can capture sales from customers who prefer to shop across multiple channels, resulting in increased revenue. How to Build an Omnichannel Customer Experience Implementing a strategy that creates an omnichannel customer experience can seem like a complex process.

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

InMoment XI

NOVEMBER 18, 2024

By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability. Improved Customer Retention It is no secret that retaining customers is more cost-effective than acquiring new ones.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

SEPTEMBER 17, 2024

Some of the benefits include: Improved Customer Experience: Understanding the customer journey will give your customers a better end-to-end customer experience, which will result in increased customer satisfaction. What Are the Customer Journey Phases?

Customer Journey 195

Customer Journey Customer Journey Mapping Net Promoter Score 2024 195

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. One of them being it is hard to find a CS person who is customer focused and business outcomes oriented and that can also ask for money. How to measure the impact of churn on your company.

Customer Retention 61

Customer Retention Webinar Customer Centricity Definition 61

ShepHyken

JANUARY 27, 2020

Plenty of ideas on how to create employee satisfaction, employee engagement and the positive impact it has on the company and its customers. Customer Retention Strategies To Explode Your Business In 2020 by Matt Duczeminski. Here are plenty of strategies that will help you grow your business through customer retention.

2020 21

2020 Article Customer Service Customer Retention 21

ShepHyken

AUGUST 8, 2022

That said, you’ll enjoy this author’s version of how to WOW your customers. 5 Ways to Drive Customer Retention in a Post-pandemic World by Katie Fairchild. Customer retention statistics show that 65% of a company’s business comes from its existing customer base. Follow on Twitter: @Hyken.

Article 24

Article 2022 Customer Service Culture 24

ShepHyken

DECEMBER 5, 2016

40 Customer Retention Statistics You Need to Know by Chris Boeckelman. GetFeedback) Here are 40 stats on customer retention that reinforce the growing need for customer experience management. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2016 125

2016 Article Customer Service Travel 125

ShepHyken

JULY 26, 2021

What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson. Business 2 Community) While customer acquisition, ratings and reviews, and social proof are the most externally visible success indicators for your brand, customer retention is an integral part of the health of your organization.

Article 110

Article 2021 Customer Service Contact Center 110

Alida

JUNE 23, 2017

“Let’s say you’re the leader in a particular arena, if you’re competitor-focused and you’re already the leader, then where does your energy come from? Whereas, if you’re customer focused, and you’re already the leader, customers are never satisfied.”. Customer retention in grocery business now more critical than ever.

Retail 153

Retail Competitive Advantage 2013 Customer Centricity 153

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Article 23

Article Customer Service 2023 2022 23

Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? A customer isn’t a customer until they purchase something from you, right?

Engagement 179

Engagement Social Media Sales Loyalty 179

InMoment XI

OCTOBER 24, 2024

Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. Research shows that loyal customers are 64% more likely to make more frequent purchases from your business than regular customers.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

ShepHyken

MARCH 15, 2021

My Comment: Here is an interesting article – actually an interview – featuring Todd Hopkins, a successful franchisor, who recognizes the value of creating an excellent customer experience, or as he calls it, a “clean Experience.” How to Calculate Your Customer Retention Rate by Max Freedman. Follow on Twitter: @Hyken.

Article 108

Article 2021 Customer Service Customer Service Training 108

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

ShepHyken

OCTOBER 8, 2018

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements b y Alan Finlay. Relay) Improving customer retention requires looking at the customer lifecycle as a whole and searching for ways to optimize each stage. Top Five Bonus. Follow on Twitter: @Hyken.

Article 94

Article 2018 Customer Service Customer Retention 94

ShepHyken

MAY 18, 2020

These 6 Customer Retention Strategies Actually Work by Hal Koss. Built In) CSMs know that acquiring customers is its own challenge, and that a strong retention rate takes some of that pressure off the business. But how do you build loyalty that leads to customer retention? Follow on Twitter: @Hyken.

Article 101

Article 2020 Customer Service Customer Retention 101

ShepHyken

APRIL 26, 2021

One of the main points is that customer service is becoming the face of a brand. Once you adopt that mindset, you’ll see how some of the best marketing, customer retention, and more come from your customer service and support. Think about that! I ended up in two categories: influencers and podcasts.

2021 146

2021 Article Customer Service Loyalty Programs 146

ShepHyken

MARCH 3, 2019

5 Ways to Improve Customer Retention With Email Marketing by Emil Kristensen. Fourth Source) Fortunately, you can improve customer retention and improve customer relationships with email marketing. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2019 103

2019 Article Customer Service Omnichannel 103

ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones. Follow on Twitter: @Hyken.

Article 105

Article 2021 Customer Service Magazine 105

ShepHyken

JANUARY 4, 2023

If you’ve been following me, you know I’m a fan of referring to customer support as the Revenue Generation Department or the Customer Retention Center. Done right, customer support makes you money. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

2023 147

2023 Customer Service Customer Experience B2C 147

Customer Bliss

SEPTEMBER 6, 2016

How will you know if customers are responding to your organization and its products/services? Where will your customer focus truly reside? So, I’ll give you a little help: investigate my 17-second customer experience strategy. Beat back work stress and focus on CX: Focus on customer retention.

Customer Retention 129

Customer Retention Leadership Books Metrics 129

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. Follow on Twitter: @Hyken.

Article 95

Article 2020 Customer Service Customer Retention 95

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. 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.

Customer Service Training 137

Customer Service Training Customer Retention Customers Sales 137

InMoment XI

JULY 23, 2024

The Importance of Customer Experience in Ecommerce The importance of positive CX in ecommerce cannot be overstated. A positive ecommerce customer experience leads to higher customer retention, increased word-of-mouth referrals, and ultimately, higher sales.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

ShepHyken

JANUARY 16, 2017

And, while the article focuses on B2C, the stages can be found in any business relationship. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. So the margin for error for crafting long-term customer relationships is razor-thin.

2017 92

2017 Article Customer Service Contact Center 92