Zingtree Tags: Customer Success

Industry Leaders Weigh In: Here are the Top Strategies for Customer Retention

We’re incredibly invested in the customer support industry, its processes, and all of the other key business functions that affect it. Customer retention is one such area that is directly intertwined with that of customer support – so much so that these strategies should be intertwined as well. The vast majority of customers will abandon loyalties and switch brands or providers due to poor customer service; to manage retention and reduce churn, customer support efforts need to be a top priority.

The customer relationship is far from over after they make a purchase, and strategic businesses are aware that retaining a happy customer in the long-term is much more valuable than getting a one-time buy. NGData used their resources to reach out to dozens of the industry’s top-ranking customer retention experts to gain more insight into what businesses can do to foster these long-lasting customer relationships.

“What’s the #1 way organizations can improve customer retention?”

Create a good experience, that’s consistent and predictable, and you have a shot at customer retention.

The root of retention and loyalty comes service, which actually starts at the top, with the leadership determining if they want a customer-focused culture. That culture is what drives the customer experience. The way leadership treats employees drives the customer experience. The way employees treat each other drives the customer experience. In short, what is happening on the inside of an organization is felt by the customers on the outside. It’s on the inside of the company where customer retention begins.

– Shep Hyken, Shepard Presentations

 

Hire the right employees.

How can you retain top notch customers if you can’t retain top notch employees? It’s infinitely more expensive to acquire a new customer than it is to keep an existing customer happy. The best way to keep a customer with you is to hire (and retain) the right Customer Service Representatives to provide a consistent level of five-star service and support.

– Patrick Clark, Hyrell

 

Be responsive.

If employees are trained to truly listen to the customer and give them what they want and or need, organizations would see a measurable improvement in their customer loyalty numbers.

In an effort to reduce costs and to deal with a large number of customers (with minimal staff), organizations have tended to streamline their processes and train their customer service staff to give customers a pre-determined or “canned” response. There are companies who actually limit the amount of time a customer service representative can spend with a customer, regardless is the problem has been resolved or not.

– Janet Boulter, Center Consulting Group

 

Customer retention is a mixture of art and science.

On the art side, you need to be able to create and foster a meaningful relationship with all of your customers individually (in a B2B setting), putting in the required time and effort to go above and beyond what the customer’s expectations are.

On the science side, it’s important for sales to coordinate closely with marketing to provide automatic follow up with the customer. Having consistent, useful communication with the customer is vital to establishing trust in your brand and guaranteeing continued business.

– Raphael Ventura, The Expert Institute

 

Simply care about the customer as a person, not a sales generating object.

It is business 101, but organizations have a tenancy to think about customers as data and widgets in the technology age. When you ask the question “how do I want customers to talk about my company in a year?” it forces you to see them as a human with actual thoughts and as a long term relationship to care about.

Irasema G. Jeffers, Online Amiga

 

To foster better relationships with their customers by providing:

  • a frictionless user experience, and
  • actionable insights for three transaction criteria: recency, frequency, and value.

– Zach Goldstein, Thanx

 

Through the carefully combined efforts of better personalization, ongoing communication, high-quality employee training, and a customer-centered strategy, customer retention is one business metric that can steadily be improved. Businesses who are looking to boost up their customer support and customer retention strategies can try out powerful technologies and tools that can be used to streamline these processes. Perfect for contact centers, eCommerce businesses, and startups of all sizes, interactive decision trees are the most flexible, easy-to-customize solution for providing personalized customer experiences.

This post was updated on February 19, 2018, to include a quote from Patrick Clark, Hyrell. 

Business Changing Technology: 5 of the Best Customer Success Stories

Any business operation can expect to have a variety of customers. Regardless of industry, no matter how big or small, every customer is different. Emotions can take the reins of your customer service strategy; the way to achieve customer success is dependant on how you apply your communication and understanding throughout the customer journey. This process is successful when singularly achieving positive acceptance, feedback, tools, and exit surveys.

Automation is an essential tool that companies are now relying on as a part of a larger technology integration to quickly improve customer service, process management, troubleshooting, and other key functions of a business. Many companies in the last several years have made strides in improving customer success, with the help of powerful automation tools and other technologies. We’re taking a look at just a few of their stories.

Evernote & Craftsman And Wolves

Evernote is a highly integrated, universal inbox where you can store just about anything imaginable; many businesses use Evernote as a notetaker in forms of PDF, to-do or pocket notebooks. Craftsman and Wolves is a one shop contemporary pâtisserie specializing in breakfast pastries, cakes, breads, and confections.

How Evernote Helps Craftsman And Wolves

Craftsman and Wolves are proud of pursuing their craft when facing numerous challenges – the main one is to achieve the expected standard for every item they make. They catalog menus, put market lists together, use to-do lists and execute lists for maintenance. Thanks to Evernote, they can update everything in real-time, so they’re in line with staff, communication is consistent, and no task will be missed. 

They say that because of their regular changes and the ability to adapt with Evernote, they are able to consistently apply their high turnover of pasty crafts and pass along their savings and time to their customers. 

View the case study. 

Shopify & Mindzai

Shopify is an eCommerce solution enabling businesses to organize and customize a personal storefront where all payment systems, tracking, and communication is at the click of a button. Mindzai uses blank products as an alternative to painting canvases where artists can create something more fun and unique.

How Shopify Helps Mindzai

Shopify provided the perfect platform for Mindzai to run their online business as easy as possible. They needed a website that was fully flexible and mobile-appropriate, so they didn’t have to deal with any eCommerce task themselves and could purely focus on their customer’s journey and overall success. With Shopify freeing their time, they could focus on their development, and most importantly, connecting more with customers.

View the case study.

Zingtree & Spokane ENT

Spokane ENT is a certified division of the Columbia Surgical Specialists. With a background of 20 years in professional ear, nose and throat care, they offer a service to enhance patients ease of life through their services. Zingtree is an interactive decision tree model for businesses that save time and money for every purpose. The powerful toolkit allows companies and call centers to build, customize, and publish personalized troubleshooters, agent scripts, process guides, and more.

How Zingtree Helps Spokane ENT

Spokane ENT has a large practice with multiple specialties in various locations, therefore they needed a system to handle their sporadic scheduling. Along the way of booking appointments, they realized they needed a more intelligent way of gathering patient information and assigning the proper specialist. Zingree’s interactive decision trees allow schedulers to easily guide customers through pre-diagnostics, and accurately classify and route patients to the correct department,  eliminating unnecessary visits.

This simplified process enables Spokane ENT to collect patient symptoms and quickly schedule them to accompany their testing. Zingtree decision trees save their customers and doctors time while offering easily accessible information.

View the case study.

Hubspot & Parlor Skis

HubSpot is an all-in-one inbound marketing and sales software that companies use for visitor attraction and lead conversion. Parlor Skis is a personalized service for ski equipment that offers an experience over service – due to their range of materials, designs, and customizations.

How Hubspot Helps Parlor Skis

Before HubSpot, Parlor Skis had issues with CRM and excessive email threads where orders would get lost and the production and sales had been affected. HubSpot’s software allowed a smoother service where Parlor Skis were able to categorize and track orders right through production, and deliver thanks to their “intuitive and simple to use product.” With an elaborate feature for personalization, Hubspot enabled Parlor Skis to categorize orders which effectively enhanced their success for customer communication.

View the case study.

Freshbooks & Milieu Interior Design

Freshbooks is an accounting software designed for small businesses, making expenses, invoicing and time tracking, being simple and secure to use. Sarah is an Architectural and Interior Designer who runs her own sole proprietorship, Milieu Interior Design, who needed more flexibility and control due to family commitments. 

How Freshbooks Helps Milieu Interior Design

Before Freshbooks, Sarah of Milieu Interior Design used separate spreadsheets for all business activity which became far too complicated to manage by herself. Freshbooks now saves Sarah a lot of time due to its simple capabilities, compared to inputting separate data under various spreadsheets. Now, she can also use the same platform to record hours and invoices together, saving a lot of time that can be turned into valuable face-time with clients and customers. 

View the case study.

 

When technology is integrated within business functions, it’s proven to be an invaluable asset for productivity, budgeting, customer service, and so much more. Decision trees are one such tool that can help organizations of all shapes and sizes to improve across these areas – with a robust online builder, examples for every industry, easy publishing, and analytics, it’s a completely comprehensive solution.

To find out how Zingtree can be integrated into your business functions and help to improve customer success, check out our gallery and see examples of where decision tree models can be used. If you want to test it out, ask us a question or jump in and sign up for our free 30 day trial, our tutorials can guide you all the way.