Customer retention

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Customer retention: How to keep customers happy and reduce churn Article

Customer retention: How to keep customers happy and reduce churn

Find out how to craft a customer experience that can keep existing customers happy and reduce churn

A guide to customer satisfaction surveys (+25 questions to ask) Article

A guide to customer satisfaction surveys (+25 questions to ask)

Customer feedback is crucial to growing and improving your business. Asking the right customer satisfaction survey questions will provide key insights into what's working and what isn't so you can enhance the customer experience and increase retention.

What is customer retention? 11 examples and strategies to retain customers Article

What is customer retention? 11 examples and strategies to retain customers

Businesses work hard to attract customers through a mix of marketing, social media, and brand strategies.…

What is customer loyalty and how do you build it? Article

What is customer loyalty and how do you build it?

Customer loyalty is when customers reward a company with repeat business over time. Here’s how to increase customer loyalty for lasting brand success.

How to become customer-centric: Strategies, tips, and examples Article

How to become customer-centric: Strategies, tips, and examples

Customer-centricity can change your business for the better. Learn what it means to be customer-centric and how it helps you keep loyal customers.

What is customer empathy? Tips and importance Article

What is customer empathy? Tips and importance

Customer empathy is the ability to see things from the customer’s perspective. Walking a mile in your buyers’ shoes can have big-time business value.

Beyond “buy 10 get one free”: What is customer loyalty? Article

Beyond “buy 10 get one free”: What is customer loyalty?

What exactly does real customer loyalty look like? We asked CX practitioners and experts for their best tips for building customer loyalty

3 top priorities in banking customer service Article

3 top priorities in banking customer service

Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits

How to handle a difficult customer Article

How to handle a difficult customer

No matter how much time you spend delivering good customer service, it’s important to remember you…

Customer Effort Score, explained (+5 ways to improve it) Article

Customer Effort Score, explained (+5 ways to improve it)

Learn the best ways to make life easier for your customers by tracking your Customer Effort Score.

Personalize your interactions: The customer context tools you need Article

Personalize your interactions: The customer context tools you need

Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.

Omnichannel vs. the other way Article

Omnichannel vs. the other way

Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does

How to build customer loyalty with shipping Article

How to build customer loyalty with shipping

Some retailers see shipping and delivery as solely utilitarian. In reality, how you handle this process can be a big indicator of your commitment to your customers.

How to create raving fans with legendary customer service Article

How to create raving fans with legendary customer service

Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…

What is omnichannel customer service? Article

What is omnichannel customer service?

Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website

Repeat Customer: behind the scenes of great #CX Article

Repeat Customer: behind the scenes of great #CX

Zendesk's new podcast, Repeat Customer, is devoted to going behind the scenes of brands with truly great customer experiences

Building customer loyalty with great support Article

Building customer loyalty with great support

Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide

Guide the customer to the right channel Article

Guide the customer to the right channel

Support is often geared to the needs and capabilities of a company. It's time to put the customer first.

Transforming your customer service in 4 steps Article

Transforming your customer service in 4 steps

What are the keys to transforming your customer service operation? It could be the literal million-dollar question.

Customer journey map: What it is and how to create one (+ examples) Article

Customer journey map: What it is and how to create one (+ examples)

Create a customer journey map to understand the entire customer experience—from discovery to advocacy and every touchpoint in between.