Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 141

Customer Retention B2B Customers Loyalty Programs 141

CloudCherry

SEPTEMBER 23, 2019

In her conversation with our own James Gilbert, Jeannie- author, speaker, consultant, owner of Experience Investigators by 360 Connext , and CX Expert for 20 + years- educates us on the ins and outs of Customer Retention. The post Roadblocks on How to Fix Customer Retention appeared first on CloudCherry. Request a demo.

Customer Retention 150

Customer Retention Customer Journey Mapping Workshop Consulting 150

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

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

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey.

Customer Journey 125

Customer Journey Customer Retention Sales Customers 125

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 leveraged customer journey mapping and invited various leaders to participate. .

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

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 103

Customer Retention Customer Success Customer Relationship Management Loyalty 103

ShepHyken

DECEMBER 9, 2022

He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before. What do customers expect from contact centers? . The takeaway?

Customer Journey 128

Customer Journey Brands Contact Center Sales 128

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 146

Customer Journey NPS Demo Customer Satisfaction 146

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. What are the customer experience maturity levels? The VoC is the heartbeat of any customer experience program. that make the most impact on your main CX metric. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

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 114

Customer Journey Customer Journey Mapping Touchpoint Events 114

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

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

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success.

Metrics 322

Metrics Customer Success 2024 2023 322

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

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.

B2B 297

B2B Customer Experience Customer Centricity Omnichannel 297

InMoment XI

NOVEMBER 18, 2024

Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the customer journey. This involves looking at what customers do, such as browsing, purchasing, or abandoning a page, and understanding why they make those choices.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

eglobalis

JULY 31, 2024

Customer Data Platforms (CDPs) CDPs such as Segment and companies as Oracle, SAS, Adobe, Tealium software’s collect and unify customer data from various sources to create a single, comprehensive customer view in many cases in real-time. Businesses will be able to track and measure customer journeys with greater accuracy.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

GetFeedback

NOVEMBER 19, 2018

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. Although there are newer versions of the conversion funnel that track the Retention stage at the end, there’s an even better method of measuring and maintaining customer retention: the loyalty loop.

Loyalty 220

Loyalty Net Promoter Score NPS Customer Retention 220

InMoment XI

NOVEMBER 2, 2021

Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1: 1: Customer Acquisition. A well-built voice of customer (VoC) program enables organizations to anticipate what new customers are seeking in a brand and thus be ahead of the curve. 2: Customer Retention.

ROI 195

ROI White Paper Customer Retention Feedback 195

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

eglobalis

JUNE 27, 2024

Customer surveys remain fundamental for gathering direct feedback. Businesses like SurveyMonkey, Qualtrics, and SurveyGizmo provide platforms to conduct surveys tailored to specific customer journey touchpoints. Conduct comprehensive research to understand the full scope of the customer journey.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

InMoment XI

FEBRUARY 24, 2022

At InMoment, we start with an approach we like to call the “Solving for X:” take your executives through your business objectives and what you’re truly trying to solve for customers. Then put it under categories like customer acquisition, customer retention, cross-sell and up-sell, cross-savings, etc.

ROI 370

ROI Metrics Presentation Webinar 370

eglobalis

DECEMBER 4, 2024

Example: SAP has invested heavily in CX platforms like SAP Customer Data Cloud, but the success of these tools depends on SAPs human-led account management teams to align technological solutions with customer-specific business goals. This human-led initiative strengthens customer retention and drives revenue growth.

2030 320

2030 B2B Culture Government 320

GetFeedback

DECEMBER 11, 2018

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits. Never seen a CES survey before?

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

GetFeedback

SEPTEMBER 13, 2018

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. Likewise, listening to unhappy customers will help you figure out what could use improvement.

Net Promoter Score 247

Net Promoter Score Customer Journey Mapping NPS Customer Journey 247

InMoment XI

DECEMBER 10, 2024

Incentives like discounts and loyalty points encourage customers to stick with your brand over the long term. Improve Onboarding The onboarding process sets the tone for the customer journey with your brand. Proactive communication and problem-solving play a huge role in retaining at-risk customers. References Forbes.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

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

inQuba

MAY 23, 2022

Demystifying the Next Evolution of Customer Experience. Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. Customer Journey Management.

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

Experience Investigators by 360Connext

APRIL 23, 2024

If you have customers, then they’re having an experience with your brand, your products, and at every step in their journey. Customer Experience Management (CEM) is a strategic approach that focuses on proactively designing and delivering the entire customer journey to meet or exceed expectations.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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. This personalization not only enhances customer satisfaction but also drives sales and fosters brand loyalty.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

eglobalis

DECEMBER 11, 2024

Customer Journey Mapping Experimentation is invaluable for customer journey mapping in a customer experience strategy. By testing different journey scenarios and touchpoints, businesses can gain a clearer understanding of the actual customer paths.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

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

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Customer experience management means caring about the employees who are designing, delivering and driving customer journeys. It also means tapping into their ideas around innovation for the customer experience. . It means investing in their education, their feedback cycles, and their wellness. It’s literally a win/win.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

InMoment XI

FEBRUARY 14, 2024

How Omnichannel Customer Experience Affects Integrated CX Omnichannel customer experience strategies are the building blocks of creating a truly integrated customer experience. What are the Advantages of Omnichannel Customer Experience? Schedule a demo today!

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

GetFeedback

AUGUST 14, 2019

Measuring CSAT can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services. The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . It’s truly a win-win.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Experience Investigators by 360Connext

OCTOBER 11, 2024

The best way to gain this buy-in is to prove how a better customer experience can fulfill team goals and directly impact the bottom line. For example, do you know how much it costs for each customer service request? Don’t forget Micromapping for specific issues!)

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270