ReviewTrackers

MARCH 31, 2021

Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. According to Hubspot, the insurance industry is tied for the third-highest customer acquisition cost at $303.

Insurance 123

Insurance Customer Retention 2017 Transportation 123

One Millimeter Mindset

MARCH 9, 2021

An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. Because professional proactivity is central to a cross-functional customer retention strategy. Engage me to present a One Millimeter Mindset program!

Customer Retention 102

Customer Retention Leadership Innovation Consulting 102

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Customer Retention Is Your Future.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

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

TechSee

OCTOBER 15, 2019

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability. Research indicates that the cost of acquiring a new customer can be as much as five to seven times higher than keeping an existing one. Dissatisfied customers. trillion per year.

Customer Retention 107

Customer Retention Social Media Airlines Insurance 107

One Millimeter Mindset

JANUARY 19, 2022

Surprised to enter 2022 digging yourself out of a huge 2021 customer defection hole? It just could be you left your entire client retention strategy up to the virtual customer retention dog. What excuses do you make to your managers about your less-than-stellar rate of customer retention?

Customer Retention 99

Customer Retention 2022 2021 Document 99

InMoment XI

FEBRUARY 24, 2022

The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? 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. Tip #1: Break Down Metrics.

ROI 370

ROI Metrics Presentation Webinar 370

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? Prioritize Churn Prevention to Increase Retention and Revenue.

Customer Retention 94

Customer Retention E-support Customers Customer Expectations 94

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 450

2020 Customer Journey Mapping Culture Innovation 450

eglobalis

JULY 2, 2024

Customer Lifetime Value (CLV) : Estimates revenue potential from a customer over their lifetime. Revenue Growth: Tracks growth directly attributed to customer experience initiatives. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 461

NPS Feedback Net Promoter Score B2C 461

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

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

TechSee

OCTOBER 2, 2019

Other industries faced with high churn rates due to poor customer service include retail/ecommerce (12%), healthcare-related products or services (12%), insurance (11%) and banking/financial services (11%). This underscores the fact that churn plagues all verticals and customer retention strategies are critical to almost every industry.

Customer Service 164

Customer Service Social Media Telecommunications Customer Retention 164

InMoment XI

OCTOBER 23, 2024

Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before: It helps build trust during uncertain times. In a period of financial anxiety, customers are looking for institutions they can trust. It is a proven way of retaining customers.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Customer Bliss

SEPTEMBER 13, 2018

Sami mentions something that I’ve previously discussed in my podcast with senior CX leader, Bob Buiaroski, — share customer feedback and results in a human way without a bunch of presentation slides. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Customer Journey Mapping 178

Customer Journey Mapping Customer Journey Leadership Customer Retention 178

Think Customers

APRIL 10, 2025

Example: If your companys business strategy is to expand into new markets , your CX vision might focus on creating a seamless onboarding experience for new customers in different geographies. reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ).

B2B 52

B2B Net Promoter Score Effort Score Financial 52

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

InMoment XI

AUGUST 19, 2024

Why is Customer Experience ROI So Important? Investing in customer experience isn’t just about making customers happy—it’s about driving substantial business growth. As a result, ROI becomes a crucial metric in customer experience metrics for any business focused on achieving lasting success.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Experience Investigators by 360Connext

AUGUST 17, 2021

CX meetings require thinking about the past, present, and future of the customer experience program. What’s new: What is customer feedback telling us? Check In: Review customer feedback and discuss any key customer experience metrics. . This is a good time to address processes around customer feedback, too.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

CloudCherry

JUNE 13, 2019

And the most interesting thing is that bank staff, and chatbots can work together in the banking industry to give the best services for the consumers and present more than 100% satisfaction for them. Combined Effort For Customer Retention. Banks can attract a lot of customers daily. Use Live Chat for Real-Time Support.

Banking 267

Banking Engagement Fashion Consumers 267

TechSee

JUNE 23, 2020

Leading enterprises are all actively engaged in the race to build smarter virtual assistants that can respond to more complex customer queries, creating personalization at scale, and putting the AI in multiexperience. In other words, a company’s virtual assistant needs to be present across all channels.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Customer Centricity 207

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

TechSee

JUNE 16, 2022

Shep Hyken, Chief Amazement Officer at Shepard Presentations. Shep Hyken is a customer service and CX expert, an award-winning keynote speaker , and New York Times and Wall Street Journal bestselling author. Roy is a prolific writer, speaker, webinar presenter, and podcaster as well as a contact center industry analyst.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

BlueOcean

OCTOBER 4, 2023

Things like lifetime customer value/cost of customer churn come into play beyond the straight dollar-for-dollar cost of an agent hour. Your customers expect the same brand experience they have at every other moment in their journey—your website, your storefront, your marketing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

OCTOBER 17, 2023

Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. These outcomes can include increased customer retention, higher customer lifetime value, and improved brand reputation.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

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

CSM Magazine

APRIL 10, 2025

Kiosks and Smart Devices: For physical locations, deploy kiosks with self-service capabilities where customers can access additional product information or place orders. Once your self-service offerings are present on all key touchpoints, ensure they are consistent in design, functionality, and data management.

Multi-Channel 52

Multi-Channel Call Center Touchpoint Customer Satisfaction 52

CSM Magazine

MARCH 22, 2024

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net. In today’s financial environment, dominated by fintech players, customer retention may seem like a thing of the past.

Customer Retention 52

Customer Retention Rewards Programs Financial Loyalty 52

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 22

Article Customer Service 2023 2022 22

InMoment XI

APRIL 9, 2025

Resource constraints in technology and the workforce present a significant hurdle for accurate predictions. Macroeconomic factors such as GDP growth, exchange rates, and retail sales present a significant forecasting challenge. As a result, you will boost customer retention and your market share.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

CSM Magazine

OCTOBER 24, 2024

In the dynamic business environment of the present day, companies are always looking for ways to consistently increase their income sources over time. Automated communication tools help maintain engagement with customers , thereby building loyalty and trust.

Management 52

Management Customer Relationships Presentation Customer Relationship Management 52

Alida

JUNE 30, 2017

To remain ahead in the luxury market, Cadillac is putting customers in the driver’s seat and accelerating its efforts to improve the end-to-end experience. Among them, defining who owns the customer relationship, and maintaining it against tech brands that are encroaching by taking over the customer interface in connected cars.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

Retently

MARCH 16, 2022

So, let’s shed some light over the real difference between the Customer Success and Customer Support roles, and why these should be viewed as independent disciplines rather than interchangeable terms. What is the role of Customer Success? What Customer Support actually means. Where it begins to cost money.

Customer Success 158

Customer Success Net Promoter Score Customers Customer Retention 158

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. .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Retently

MARCH 11, 2025

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. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

Management 115

Management Customer Experience Roadmap NPS 115

SurveySensum

MARCH 24, 2025

65% of customers said they have changed to a different brand because of a poor experience , making it crucial to address concerns early. According to HBR , a 5% increase in customer retention can boost profits by 25% to 95%. Addressing negative feedback promptly can turn dissatisfied customers into loyal advocates.

NPS 52

NPS Feedback Loyalty Measurement 52