InMoment XI

OCTOBER 7, 2021

customer contact center call, product purchase experience, etc.), customer likelihood to recommend the brand, customer relationship satisfaction with the brand, or customer retention/repurchase behavior. transactional customer satisfaction) are relatively fast to show change whereas other measures (e.g.,

White Paper 370

White Paper Measurement Customer Retention Contact Center 370

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Your Customer Retention Strategy Relies on CSMs!

Customer Retention 49

Customer Retention Measurement Management White Paper 49

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success White Paper Loyalty Webinar 80

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

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

SmartKarrot

APRIL 22, 2022

However, customer acquisition is something that demands focus! Customer retention is a particularly important concept where businesses use different strategies to retain their existing customers. B2B companies will have to bank on customer retention as a key strategy to achieve long-term growth.

Customer Retention 10

Customer Retention B2B White Paper Rewards Programs 10

inQuba

JANUARY 10, 2019

Digitization has changed the business environment leaving customers in control of who they choose to do business with. As a result executives are faced with decreasing retention rates, and acquiring new customers can cost up to 25% more than retaining existing customers. Want to read the rest of the 2019 white paper?

White Paper 40

White Paper Management Customer Retention Customer Journey 40

Integrity Solutions

APRIL 19, 2024

Create and share a library of content that matches with that customer’s needs/industry/role/other information you’ve learned about them. This is essential to customer retention and loyalty. You want the customer to come back next time every time. Add value that’s relevant to them throughout the journey.

Sales 105

Sales Loyalty White Paper Contact Center 105

Comm100

JANUARY 21, 2020

As customers continue to shift from desktop to mobile as their primary online device, companies must optimize and prioritize mobile digital touchpoints when planning their digital customer experience and customer retention strategies. This post is the second of two that are based on our Omnichannel white paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Download our white paper, Neuroscience and Customer Success , to learn more about the implications discussed in this blog post. Download our Neuroscience and Customer Success white paper. Learn More!

White Paper 51

White Paper Download Customer Success 2015 51

Education Services Group

JULY 30, 2018

Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) So while there are similarities that can drive the process for identifying appropriate segmentation approaches, a level of customization to achieve optimal results is still required. Download now!

White Paper 53

White Paper Download Blog Metrics 53

Customers That Stick

SEPTEMBER 18, 2014

A white paper compiled by PunchTab indicates that many Millennials shop online daily.). Blog customer-loyalty Guest Posts customer loyalty customer retention' With that in mind, Millennials won’t be satisfied with a loyalty program that isn’t integrated into their highly mobile lives.

Loyalty Programs 133

Loyalty Programs Loyalty White Paper Social Media 133

Totango

AUGUST 23, 2022

Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. White papers. Customer Success Communities. 8 Types of Customer Journey Touchpoints for B2B SaaS Clients. Improved experiences deliver better outcomes for customers and higher satisfaction. Video chat.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

CustomerSuccessBox

JUNE 21, 2022

This leads to a smooth transition of customers and creates a better customer experience. A best practice for a firm’s growth is to create more cohesion among departments working toward a unified goal —long-term customer retention. Customers, usually, stay loyal to a firm that invests its resources in onboarding content.

White Paper 52

White Paper Customer Retention Webinar Sales 52

Beyond Philosophy

MAY 14, 2015

Goodness knows you have several examples of what happens when an organization violates the trust of the Customers’ it serves ( Target, General Mills ). However, you can violate the trust in ways other than a data breach or poor policy decision.

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White Paper 2014 2015 2012 160

Comm100

JANUARY 21, 2020

As customers continue to shift from desktop to mobile as their primary online device, companies must optimize and prioritize mobile digital touchpoints when planning their digital customer experience and customer retention strategies. This post is the second of two that are based on our Omnichannel white paper.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

Calabrio

SEPTEMBER 21, 2016

They’re driving efficiency, increasing customer retention, accelerating sales, and creating new revenue opportunities. Your customers are talking. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper. Are you listening?

Contact Center 59

Contact Center Technology White Paper 2016 59

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Ready to embark on the customer-mapping journey?

Customer Journey Mapping 53

Customer Journey Mapping Customer Journey White Paper Customer Philosophy 53

One Millimeter Mindset

OCTOBER 8, 2018

Customers are skeptical enough about making the decision do business with organizations. Download my white paper on selling to skeptical decision makers. Find out how to anticipate customer skepticism, before they intimidate us. That is scary stuff, folks.

Engagement 74

Engagement Customer Experience White Paper Magazine 74

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. The post Three Ways to Ramp Up Contact Center Quality Assurance appeared first on Calabrio.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

Education Services Group

MAY 11, 2018

If you’ve been following our white papers, you know we believe most companies follow the 80/20 Rule. In short, it’s the idea that most CS teams focus on their biggest customers, typically because of limited resources. Share with us – How are you reaching your lower-tier customers?

White Paper 40

White Paper Customer Success Engagement Customer Journey Mapping 40

Education Services Group

FEBRUARY 1, 2023

In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” we shared a timeline that CS leaders should allot 6 to 12 months to test, iterate, and validate the initial engagement models, customer journeys, health scores, playbooks, and broader data mapping.

White Paper 52

White Paper Customer Success Metrics Hotels 52

Education Services Group

APRIL 25, 2021

If you said ‘no,’ you’ve got some work to do because creating a consistent CSM experience leads to a consistent customer experience. Engaged and productive CSMs are better able to grow an engaged and happy customer base. I could write an entire white paper on Customer Success monetization.

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

Bold360

DECEMBER 22, 2016

Learn how a customer service bot can help you improve customer retention and cx - download our free white paper! The post What I learned about Conversational Bots from 1 question by my 13-year-old daughter appeared first on Nanorep - Digital Customer Self-Service Solution.

White Paper 58

White Paper Download Customer Retention Feedback 58

Education Services Group

OCTOBER 4, 2018

It’s your job to set customer expectations, drive them toward success, and ensure they get value from your product as early and frequently as possible. Check out the full list in our white paper, Onboarding your Customers with Purpose, Momentum, and Precision.

White Paper 53

White Paper Download Customer Success Blog 53

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Customer retention could generally be traced down to customer satisfaction.

White Paper 63

White Paper Advertising Customer Retention Customers 63

Beyond Philosophy

SEPTEMBER 6, 2016

Let us deal with the second challenge first: gaining insight into what represents value for prospective customers. Process-oriented companies focus on creating benefit by keeping customers, optimizing their purchases over time and stemming rates of defection or recovering lost customers.

White Paper 74

White Paper Multi-Channel Consulting Customers 74

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Experience is Decided by You article. Loyalty is Not Just for Customers article. Customer-Centricity Means Customer-Centric BKM: Amazon, USAA, Zappos. Customer Retention Begins With Trust article.

Article 48

Article Customer Experience 2009 White Paper 48

Hallmark Business Connections

AUGUST 11, 2021

Keep in mind that companies with strong omnichannel approaches have an average customer retention rate of 89% , while companies with weak omnichannel engagement retain only 33% of their consumers. You need to capture your audience’s attention in both spaces. Therefore, your online and offline messaging strategies should work in tandem.

Marketing 74

Marketing Magazine White Paper Social Media 74

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Education Services Group

MAY 25, 2018

Discover more about hitting the ground running with ES integration into your CS strategy by downloading our white paper, “Turning Knowing into Growing: Integrating Education Services for More Powerful Customer Success.”. Share with us – How have you leveraged Education Services in your Customer Success Strategies?

Customer Success 45

Customer Success White Paper Customer Journey Mapping Return on Investment 45

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. In turn, relationship quality links and contributes to the perception of satisfaction and trust, creating business outcomes of customer retention and advocacy.

White Paper 60

White Paper 2007 Consulting Loyalty 60

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense.

Airlines 65

Airlines Hotels Customer Experience White Paper 65

One Millimeter Mindset

APRIL 10, 2019

Learn more by downloading my white paper: New Strategies for Selling to Skeptical Technical Decision Makers by clicking on this LINK. Finding common ground through storytelling catalyzes professional development, workforce engagement and customer and stakeholder success. Why move beyond the stuff that gives them Pause?

White Paper 13

White Paper Download Customer Retention Presentation 13

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Currently, she also serves as an executive member in the CXPA (Customer Experience Professionals Association). Annette Franz, CEO, and Founder, CX Journey Inc.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

ChurnZero

SEPTEMBER 30, 2021

I did find the one that Chris Hicken wrote from NuffSaid that said really valuable, probably the most robust white paper, on CS Operations. Emotional Intelligence for Customer Success – Learn the three key areas that are required to make a great Customer Success Manager. There just hasn’t been a lot written on it.

Customer Success 52

Customer Success Webinar White Paper Sales 52