Customer retention

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Customer appreciation: make new friends, but keep the old Article

Customer appreciation: make new friends, but keep the old

If loyalty, like old friends, is gold, then what’s a great way to maintain loyal customers?…

The cost of disjointed data on the customer experience Article

The cost of disjointed data on the customer experience

To compete in today’s marketplace, retailers need to make customer data available to their agents in…

Beyond customer satisfaction: measuring customer happiness Article

Beyond customer satisfaction: measuring customer happiness

There ways companies choose to measure their people and customers is changing to a more relationship-based…

Fend off “digital disrupters”  with customer empathy Article

Fend off “digital disrupters” with customer empathy

A little bit of empathy can go a long way, especially in CRM processes. In fact,…

Future-proof your company by focusing on the customer experience Article

Future-proof your company by focusing on the customer experience

A carefully considered customer experience is no longer the sole responsibility of support agents. Instead, the…

3 ‘must-haves’ for building long-term customer relationships Article

3 ‘must-haves’ for building long-term customer relationships

Long-term customer relationships don’t happen overnight. They begin the first time a customer engages with your…

3 reasons retailers need an omnichannel customer service program Article

3 reasons retailers need an omnichannel customer service program

It’s no small job to help consumers transition between mobile devices, brick and mortar stores, the…

The keys to a low-effort—and drama-free—customer experience Article

The keys to a low-effort—and drama-free—customer experience

Creating an effortless customer experience and building loyalty is anything but effortless. It takes work—lots of…

Industry experts predict the future of retail customer service Article

Industry experts predict the future of retail customer service

The future of customer retail service is wide open. We asked customer service industry experts to…

3 steps to achieving customer satisfaction and loyalty Article

3 steps to achieving customer satisfaction and loyalty

Isn’t it enough that customers find a product appealing, the service high-quality, and the price reasonable?…

From the forums: How we make the most of our NPS data Article

From the forums: How we make the most of our NPS data

Ever wonder how Zendesk analyzes and follows up on NPS data? We know as well as…

Retailers, make 2016 the year of better customer relationships Article

Retailers, make 2016 the year of better customer relationships

71% of customers say their typical response to a bad experience is to stop doing business…

Innovations in the retail customer experience Article

Innovations in the retail customer experience

Learn more about retail inventions you already depend on and discover what's in store for the…

The ABCs of meaningful customer relationships Article

The ABCs of meaningful customer relationships

“82% of small business owners said that loyal customers were the main way they grow their…

5 ways to reduce customer care costs without compromising quality Article

5 ways to reduce customer care costs without compromising quality

According to research, over 70% of all customers who leave a company for its competition have…

Real questions, real answers for shoppers and consignors Article

Real questions, real answers for shoppers and consignors

The RealReal is an online, luxury consignment store for the discerning shopper. The company prides itself…

How Le Tote Makes Customer Service Personal Article

How Le Tote Makes Customer Service Personal

You’ve heard of the sharing economy? How about the subscription economy? Actually, it’s not all that…

When it comes to online shopping, convenience drives conversion [infographic] Article

When it comes to online shopping, convenience drives conversion [infographic]

Did you know that 66% of customers will spend more with a company that they believe…

Island adventures in customer service: Q&A with Sure Article

Island adventures in customer service: Q&A with Sure

We spoke with Sara Liddle and Avril Trump at Sure, a telco provider to the Channel…

Meeting customer expectations… at scale Article

Meeting customer expectations… at scale

Meeting expectations. It doesn’t sound thrilling, or particularly hard. In fact, it sounds like the note…