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Optimizing Customer Retention Programs

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Measuring, Monitoring and Improving Customer Experience

Today’s organizations are realizing that improving customer experience management (CEM) strategies can provide a substantial competitive advantage – but implementing a successful CEM improvement strategy can be difficult.

Check out our exclusive CEM expert guide to learn  essential strategies for improving the customer experience and discover 10 simple, inexpensive ways to improve the customer experience, including:

  • Create a well-balanced customer experience team
  • Give customers a personalized experience
  • Act on customer feedback
  • And more.

These are also closely related to: "Optimizing Customer Retention Programs"

  • How to link customer experience initiatives with actions

    Companies are investing strongly in improving customer experience. While there are some great success stories of companies that got it right, research shows that the majority is still unfortunately challenged by a major execution gap.

    Organizations often state that one of the main reasons their customer experience initiatives don't lead to action is because they lack clear direction. Learn how to overcome common customer experience challenges when you:

    • Derive insights that drive actions to improve the customer experience
    • Prioritize those improvement initiatives
    • Track customer engagement and measure ROI

  • Personalized marketing drives customer engagement, loyalty

    Today's market is hyper-competitive, especially since customers are willing to switch companies faster than ever to get the level of customer service they expect.

    Standard Life, an investment company, needed a way to boost retention rates. They found that by using data from multiple channels, they were able to create 360-degree views of individual customers.

    Personalized marketing has fostered a deeper sense of loyalty and greater customer engagement. Access this case study to see how Standard Life gained an 8% boost in inbound conversion, reduced the risk of customer churn, and more.

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