FrontLogix | Beyond Customer Care

Customer Experience

Happy customer

Next generation customer experience (Next-GenCX)

What is the next-generation customer experience, and how to get there?

Just keeping up with customer expectations is no longer enough. Companies today need to exceed expectations and provide exceptional CX to keep their customers happy, loyal, and coming back. Today is about company loyalty, not customer loyalty. Implementing Next-Gen CX solutions will drive value, reduce costs, and increase revenue.

The high-expectations era

We’ve reached a time where people are no longer buying products; they’re buying experiences. And they expect those experiences to be seamless. Expectations are rising primarily due to customer technology development. Today, the new generation of customers want and expect instant solutions, 24/7 availability, omnichannel support (access to both desktop and mobile), online and offline support, flexibility, and efficiency. They quickly adapt to new channels and devices and expect the companies they buy from to do the same. They want multiple touchpoints in their customer journey, making their interaction smooth, effortless, and more accessible. And most of all, they value omnichannel presence, speed, trustworthiness, and responsiveness. Today, it doesn’t matter what you sell. First and foremost, you’re selling an experience!

A woman's hand scrolling through a smartphone, with a laptop open in front of her

High-quality over high-quantity

It is common practice in the customer service department to measure success using several KPIs (key performance indicators) such as: call handling time, the number of calls handled, first response time, first contact resolution, and level of customer satisfaction. However, today these KPIs are only a tiny part of the customer service department’s overall success. Previously, agents would send a customer to another department for issue resolution and close the ticket with the shortest handle time, whether the issue was resolved or not.  Customers now regard this as an unsatisfactory “bouncing-ball” experience. As a result, today’s customers prefer a longer initial call where they receive high-quality service rather than being transferred between departments. And this is also a part of Next-Gen CX.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Human & machine superintelligence

Without a doubt, the next generation means cutting-edge technology. We can say the same for customer service departments. Companies must leverage well-trained and well-intentioned employees alongside the latest technologies, software superintelligence, and AI to provide a Next Generation Customer Experience. It should ideally be a hybrid of the best of both worlds – human and machine.

The customer-centric strategy

In both life and business, not all experiences are positive and bad experiences are unavoidable. But imagine you’re a customer who had a bad experience with a company. You’ll most likely be frustrated and leave the company without explaining what went wrong. Customers today take immediate actions that harm businesses after a single negative experience (without considering all the previous good ones).

This only emphasizes the importance of companies focusing on becoming customer-centric. Essentially, this means putting customers at the center of the business and organizing around them. Teams, processes, and technologies should be focused on creating a next-generation customer-centric company. That is the only way to provide your customers with the Next-Gen Customer Experience they require.

Boost your sales and success with FrontLogix’s top-notch Workforce Management and Customer Experience outsourcing services, designed to strengthen customer relationships. Contact us to elevate your business growth.

elements of a good customer experience

Main elements of good customer experience

We’ve already discussed the importance of good customer experience and how to measure it for the best results. This guide will teach you the essential elements of customer experience that businesses must include in their CX strategy.

1. Reliability

Reliability is a critical factor that significantly impacts the customer’s experience. The perception of reliability helps to build your company’s brand image and generate positive word of mouth. So, what exactly qualifies?

  • Providing support for both critical and non-critical business issues;
  • System and network reliability and providing appropriate resolutions in the shortest time possible;
  • Reliably integrating different channels to communicate with the customer
  • Consistently delivering an outstanding customer experience.

2. Availability

In today’s fast-paced world, customers expect to be able to contact a company whenever and however they want. They interact with companies on their terms via email, chat, voice calls, messaging, or social media. But, they also expect to have all inquiries answered quickly (if not immediately). They especially do not want to spend (or waste) their time waiting for answers or repeating their questions. And that’s precisely why availability is among the essential elements of a good customer experience.

3. Convenience

Customers, in addition to availability, expect convenience. They do not want to waste their precious time waiting in phone queues or repeating their questions to different representatives. The ability to reduce customers’ non-monetary costs, such as time, energy, and effort when purchasing/using services or products, significantly impacts CX.

4. Personalised Communication

Receiving personalized messages from a company, whether related to previous interaction with the company, offers linked to purchase history, or simply an interactive voice response (IVR) message personalized with a first name, provides the customer with a feeling of being valued. As a result, personalized communication is one of the most important aspects of a customer’s experience and expectations.

5. Simplicity

Customers expect all business interactions to be simple and seamless at every step of the customer journey. They anticipate being heard while also having their interactions simplified. This means a company should keep the number of jumps from one touchpoint or stage to another at a minimum. Providing and implementing a one-step resolution or access to information through all available channels would be the ideal approach. But even that is insufficient.  Besides simplifying the process, businesses must ensure that as much data as possible is collected and stored at each step so that customers do not have to share the same information repeatedly. All of this will make customers’ lives easier at each stage of their customer journey, enhancing their experience significantly.

6. Accountability

Accountability is yet another vital factor in providing a positive customer experience. Customers always assess whether a company has delivered on its promises. This evaluation occurs at every stage, often before they make a purchase. Once the customer makes a purchase, the review does not end. Whether the solution or product is delivered on time and whether the provided experience, solution, or resolution is straightforward and honest is essential. Of course, doing business can sometimes be unpredictable, and situations may arise where the promised resolution is challenging to deliver. Customers must be informed of why and adequately compensated if such scenarios occur.

7. Adaptability

Because the digital world is rapidly changing, customers (particularly younger generations) are likelier to experiment with newer technologies and commit to newer engagement channels. This simply means that companies must consider the changing consumer environment and be ready to adapt and change quickly and smoothly. Adaptability in a technological environment is critical for a company to provide exceptional customer services in speed, data security, data accuracy, and so on. Because each customer is unique, a company’s solutions should be adaptable, scalable, and tailored to the customer’s specific needs.

A girl with headphones browsing on her mobile phone

8. Anticipation

Anticipation is also closely related to the rapidly changing technological environment. To be able to adapt quickly and smoothly, companies must be able to anticipate changes before they occur to stay ahead of both their customers and the competition. To provide an exceptional customer experience, every company must be a digital innovator in their respective fields and industries.

9. Feedback

Allowing customers to provide feedback is another essential aspect of providing a good customer experience. Customer feedback can be advantageous to both parties:

  • Customers will appreciate it because it demonstrates that the company cares about what they think.
  •  It shows the company which aspects of their business are most valuable to customers and which could benefit from improvement.

10. Responsiveness

Responding to customer complaints or inquiries consistently and promptly is crucial to providing  excellent customer experience. A responsive CX team can contribute to success by assisting as many customers as possible and finding solutions quickly.

When customers provide positive feedback, responsiveness is also critical. Customers will be satisfied with their experience if their suggestions prompt change.

11. Communication

Excellent internal and external communication is another critical component of the customer experience. All customer experience interactions revolve around communication. Knowing how to communicate, regardless of the situation, can assist the CX team in being ready for any type of interaction.

Being an effective listener is an integral part of communication. Employees and managers must try to hear what customers say, respond with relevant information, and contribute to a satisfactory solution.

12. Transparency

Customers appreciate it when brands and companies they purchase from are transparent, open, and honest. Transparency is demonstrated through honesty. Even in cases when employees do not have all the necessary information or all the required answers, customers will appreciate a transparent and honest response rather than a generic one.

Another crucial aspect of transparency is the service/product descriptions and prices. Customers appreciate it when they can find sufficient and accurate information.

13. Exceeding expectations

 Exceeding expectations simply means going above and beyond for your customers! This is another essential aspect of the customer experience because it increases customer satisfaction and contributes to credibility. Going the extra mile will undoubtedly result in long-term, positive customer relationships. It will also encourage customers to return, renew, or re-subscribe. Return customers are more likely to recommend the brand to their peers, which leads to acquiring new customers. As a result, a company must not pass up any opportunity to go above and beyond to engage and delight existing customers.

14. Balancing CX and Profitability

Creating a great customer experience is much easier if you’re willing to spend a lot of money and effort. Many companies cannot afford this in the long run. That is why balance is so important. The best customer experiences provide customers with recognizable and prominent value at a low cost to the organization. This is precisely why companies choose to outsource their customer experience.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Key Takeaways

We’ve identified 14 key triggers that we believe are crucial to delivering a superior customer experience. Building a successful customer experience strategy requires balancing these factors. Most are codependent and need to be implemented as a whole to provide better results.

A company should carefully consider all the above aspects to provide an exceptional customer experience. Furthermore, businesses should evaluate all touchpoints in the customer journey, carefully design content for each channel, and personalize it for each customer.

Finally, to provide a truly memorable experience, the team in charge of the customer experience must be well-trained, enthusiastic, and compassionate. FrontLogix has highly trained, experienced, and skilled employees that are reliable, accountable, available, responsive, and provide exceptional, transparent, straightforward, and highly personalized communication. Get in touch today!



Customer Service Vs. Customer Care

Customer Experience Vs. Customer Service Vs. Customer Care

While customer experience, service, and care might be seen as interchangeable, there is a distinct difference in the way they are implemented. One thing is certain, companies are investing more resources in creating a seamless experience, resulting in a significant shift in business from profit-centric to customer-centric. The competition is also shifting away from price and toward experience. There is no doubt that companies are beginning to prioritize Customer Experience. What about Customer Service and Customer Care?

The difference between Customer Experience, Customer Service, and Customer care

There is a considerable difference between Customer Experience, Customer Service, and Customer Care. It’s essential to define these terms, be aware of the areas they cover, and distinguish between the means of interaction they use.

What is Customer Service

The primary responsibility of Customer Service is to advise customers and provide them with help and assistance. The main focus of Customer Service is customer satisfaction, with the ultimate goal of increasing the Customer Satisfaction Score (CSAT). So, what exactly does Customer Service include?

  • Responding to product/service inquiries
  • Assisting customers in making the best purchasing decision
  • After-purchase assistance for customers
  • Advising the customer on the best way to use the product/service
  • Troubleshooting a problem
  • Providing a superior purchasing experience for customers

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

What is Customer Care

Customer Care is exactly what it sounds like: caring for customers while interacting with the brand. Genuine care entails listening to customers’ needs and desires and developing appropriate solutions. Customer Care, while similar to Customer Service, entails deeper interactions and the development of personal and emotional connections with customers. While both contribute to customer satisfaction, another significant difference is that Customer Care cannot be easily quantified. Each company’s Customer Service strategy will be unique (even within the same industry).  Common examples include:

  • Personalized customer interactions (like sending birthday cards)
  • Targeted and unique messaging (like sending suggestions based on their behavior)
  • Customer convenience benefits (like a money-back guarantee or free delivery)

What is Customer Experience

Customer Experience encompasses the entire customer journey, including all brand interactions along the way. CX refers to the entire customer lifecycle and every touchpoint a customer has with a product or service. It also considers how customers feel about a company, including their emotional, physical, and psychological attachments to the brand. The purchasing process can be lengthy, from discovering the brand to researching a product or service, making a purchase decision, purchasing, using, and following up with the brand. All of this contributes to the overall Customer Experience.

Here, you can read more about the importance of the Customer Experience, how Customer Experience can drive business growth, and some valuable techniques to improve your Customer Experience.

Customer care service

The Conclusion

We wouldn’t be surprised if the three concepts of Customer Service, Customer Care, and Customer Experience sound familiar. They help a company keep its commitments while creating loyal, satisfied, and returning customers. While Customer Experience is the sum of all interactions, Customer Service and Customer Care are also critical components of the equation.

Customer Service and Care are equally essential, and businesses can not overlook them in favor of a better Customer Experience. Customer Service and Customer Care are necessary because no matter how hard a brand works to provide a flawless experience, not every customer will be delighted at all times. This is precisely why all three segments should be equally incorporated and always collaborate closely. Only then will a company be able to maintain a large, satisfied, loyal customer base. And, as we’ve previously stated, loyal customers are return customers and will refer and recommend others.

So, while Customer Experience should be at the heart of everything a business does, incorporating Customer Service and Customer Care will result in exceeding expectations and keeping customers delighted. However, if you are having difficulty with any of these services, FrontLogix can undoubtedly assist you. We provide Customer Service and Customer Care outsourcing services and improve all touchpoints of the Customer Journey for a better overall Customer Experiencejust Get In Touch!

Working on table

What is Digital Customer Experience (DCX), and why is it important?

An overload of digital tools has led to skyrocketing customer demand for a unified customer experience! To meet customers’ growing expectations and needs, the digital customer experience has to continue to grow and expand in ways that were unimaginable just a few years ago.

The digital transformation and the digital landscape

We live in a digital era characterized by ubiquitous digital devices, immersive digital innovations, and above all, around-the-clock change. Trying to keep up with customer expectations has led companies to reshape their digital solutions continually.

The digital transformation created instant communication, seamless omnichannel support, and unique customer journeys. And all of these are now standard, so today’s digital customer expects them. Customers cannot be served without digital channels, especially when the boundaries between online and offline are becoming almost invisible.

Today, it’s crucial for companies to thoroughly understand their “digital customer” and how they interact with the digital landscape.  Using that insight will allow providers to innovate new approaches to the customer experience.

The impact of digital transformation on customer experience

Digital transformation is not a “good-to-have” but a “necessary-to-implement” in all business operations worldwide. Digitalization is critical to adding business value and providing a solid customer experience. For customers, having online demos and interactive onboarding is essential to see products or services virtually. Ideally, they would like to subscribe, purchase, or renew any contract via their smartphones on the go. “Is there an app for that?” “Can I have it delivered tomorrow?” or “Can I use this out of the box?” are some of the most frequently asked questions. In other words, being digital drives reshapes and enhances customer experience.

Meeting the expectations of the “digital customer.”

There are a few key points: you need to be instantaneously accessible – anywhere, anytime. You need an easy purchase process; a single click is preferable. High transparency is consistently among the preferred items on the customer checklist. But most important is dedicated customer experience and support.

You need to excel at providing top-notch CX. Being omnichannel or using as many channels as possible will help. To meet the expectations of your digital customer, you need to be present whenever and wherever they are and give them everything they think they want, even before they want it.

A woman sitting on her bed, with a notebook and a mobile phone next to her, browsing on a laptop

What is Digital Customer Experience (DCX)

All customer journey interactions are part of the Digital Customer Experience. This includes using digital channels, including smartphone and tablet devices, online experiences, AI, machine learning, automation, chatbots, and more. Naturally, as digital possibilities grow, so makes the demand for a seamless digital experience. The only logical solution – companies, should embrace DCX at every level of their business strategies.

Digital customer experience management

But how can you successfully manage the digital customer experience? It’s a highly complex process that should be thoughtfully designed.

A company must carefully plan and create pleasant customer interactions over all digital channels and at every step of the digital customer journey. But, this also means that a company must have an excellent User Interface (UI), a fantastic User Experience (UX), and a friction-free Customer Experience (CX). The CX should provide exceptional Agent Experience (AX) and the latest and best Technology Experience (TX). These will help create a superior Business Experience which is also part of the Digital Customer Experience Equation.

A woman sitting in front of a computer, with a digital customer experience chart displayed on her screen.

A company must combine customer and data intelligence and provide all technologies and services to deliver consistent and mind-blowing omnichannel customer engagement, analytics, personalization, and overall customer experience.  

Why is digital customer experience necessary?

The world is increasingly shifting to digital business experiences, interactions, and operations. The transformation of customer interactions started with personal visits to a store that ended with a handshake but evolved to doing business over the phone, with customers rarely directly interacting with a salesperson.

And the digital customer journey has become even less personal. Customers are now used to interacting with products via TV or the internet and doing their own research.


A company must present as much information about its services or products as possible online. Browsing is effortless, so offers need to be highly engaging and eye-catching to hold the customer’s attention. All of this means that the impression you leave online is entirely based on the digital experience you provide for the customers. Customers will go to your competitors if you’re not present or difficult to interact with. The web is your store, and your shelves must give your customers what they want. With good DCX, you’ll grab them and, more importantly, keep them on board.

Things that matter the most

While the entire DCX is essential, the most important for today’s digital customers are fast website load times, exceptional mobile responsiveness, intuitive UX, updated information and price availability, 24/7 customer support, single-click purchase, and good apps.

Digital customer experience (DCX) vs. Customer experience (CX)

The difference between DCX and CX is one of medium and scope. The digital customer experience is part of the overall customer experience, but both go far beyond customer service! They’re both about the experience the customers have on their customer journey. While the customer experience is a sum of all possible interactions the customer has with your company, the digital customer experience plays a crucial role. It focuses solely on the digital customer journey and touchpoints. So, your business might include interactions in a store, on TV, over the phone, etc., but the focus of DCX is entirely on online (digital) interactions.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Conclusion

With the transformed digital landscape, digital customer experience is essential to the overall customer experience. It focuses solely on the customer journey’s digital experience and touchpoints. However, as easy and as accessible as it sounds, creating an exceptional digital experience is a hard job. It must be perfectly designed, and it won’t happen by chance.

A company must carefully consider its efforts to create satisfying customer interactions over all digital channels at every step of the customer journey. It is a significant investment in time and resources to create superior UI, UX, and CX. Many companies cannot do this all by themselves, so outsourcing digital customer service is always a good idea. Finding a good partner that provides exceptional DCX services, like Frontlogix, will help you onboard and keep your existing customers, providing everything they want and need in their digital customer experience.

KPIs

How to measure and improve Customer Lifetime Value (CLV), Customer Retention Rate (CRR), & Customer Churn Rate (CCR)

This is the ultimate guide on how to measure and improve CLV CRR and CCR. Here, you’ll find everything you need to know about the most important customer success metrics and what to do to achieve CX greatness.

Contents:

What is Customer Lifetime Value (CLV)

This article will teach you how to measure and improve CLV CRR and CCR, but first – what is Customer Lifetime Value (CLV)? CLV is a metric that represents the total net profit a company is expected to have from a customer over the course of their entire relationship. In simpler terms, CLV is the average amount of money a customer is likely to spend on a company’s products or services during their lifetime.

So basically, the longer customers buy from a company, the bigger their lifetime value. The customers with a high CLV are the ones who make frequent, high-value purchases.

5 reasons why Customer Lifetime Value (CLV) is important

CLV is a key measure for determining a customer’s long-term worth. Calculating Customer Lifetime Value will indicate how much revenue they are likely to generate over their lifetime. You can then use this data to determine how much you should invest in customer acquisition and retention.

Still not convinced? Here are the top 5 reasons why to measure CLV:

  1. Knowing your customers’ CLV helps you discover which customer segments are the most valuable and spend your marketing and sales resources accordingly.
  2. If you know the CLV of different customer segments, you can make more informed decisions about budget allocation. For example, if you know that acquiring a new customer is more expensive than retaining an existing one, you may naturally choose to invest more in customer retention programs.
  3. Once you measure customers’ CLV acquired through different channels, you can make calculated decisions about which customer acquisition channels to focus on.
  4. CLV offers insight into a customer’s long-term value, which can drive strategic decisions about product development, expansion, and revenue projection.
  5. Knowing customer CLV means knowing who your most profitable customers are. With that information in your pocket, you can focus on retaining them and providing an exceptional customer experience

How to measure Customer Lifetime Value (CLV) ‒ 5 step formula

So, at this point, you are wondering how to measure and improve CLV CRR and CCR. According to research, just 42% of businesses can effectively measure their CLV. Follow this 5-step formula to successfully calculate CLV:

  1. First calculate the Average Purchase Frequency Rate (APFR) ‒ the number of times a customer makes a purchase over a specific period of time.
  2. Then calculate the Average Purchase Value (APV) ‒ the average amount of money spent by a customer during a single purchase.
how to measure and improve CLV CRR and CCR - Formula for Average Purchase Frequency Rate (APFR) and  Average Purchase Value (APV)
  1. Having the APFR and APV, you can now calculate the Customer Value (CV) ‒ the overall value that a customer brings to your business over a specific period of time.
The formula for how to calculate the Customer Value (CV)
  1. Then calculate the Average Customer Lifespan (ACL) ‒ the average number of years a customer continues purchasing from your company.
The formula for how to Average Customer Lifespan (ACL)
  1. And finally, you can now calculate the Customer Lifetime Value (CLV).
how to measure and improve CLV CRR and CCR - The formula for Customer Lifetime Value (CLV).

How to improve Customer Lifetime Value (CLV) in 8 ways

1.     Personalization, personalization, personalization

  • Offer personalized incentives, such as discounts or rewards based on customer behavior or purchase history.
  • Use customer data to make personalized product recommendations. 75% of consumers are more likely to buy following personalized recommendations.
  • Personalize your marketing. More than 70% of consumers respond to marketing only when it’s customized to their interest, with around 75% of them being outright frustrated by generic adverts.
  • Send emails with personalized subject lines. They are 50% more likely to be opened.
  • Create customized landing pages for different customer segments or for specific campaigns.
  • Personalize the communication by using the customer’s name, location, and other personal information.
  • Use A/B testing to test different personalized messages and offers to see which ones perform best with different customer segments.

2.     Active listening

63% of consumers expect businesses to recognize their individual needs and expectations.

Evaluate your customer’s needs through surveys such as the NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score). These will help you understand how customers perceive your brand and identify areas for development:

Make the most of your data by offering optional short comments on the rating. Allow consumers to explain their ratings and make suggestions on how to improve your customer service. Customers will appreciate the effort and remain loyal to your business if you ask for feedback and act on it.

3.   Monitor and analyze customer data

Use data and analytics to understand customer behavior, preferences, and spending patterns. This can help you identify opportunities for improvement and make more informed decisions about how to increase CLV.

4.  Omnichannel personalization

From personalized marketing to personalized support, the omnichannel approach can greatly improve CLV. Delivering a consistent and seamless experience across all channels makes it easy for customers to receive the support they need, reducing customer effort and boosting their satisfaction.

Omnichannel integration will give your business a complete view of customer interactions and purchase history, helping you identify opportunities for personalized marketing, cross-selling and upselling.

5.  Reward loyalty

Your most loyal customers are your greatest brand advocates. Use customer data to create personalized offers or discounts that are tailored to their interests and purchasing habits.

Reward loyalty through discounts, freebies, or exclusive offers for frequent purchases. Give your loyal customers special access to events, sales, or early access to new products. Recognize their loyalty publicly on social media.

The key is understanding your customers’ value and creating a loyalty program that aligns with their needs and preferences.

6.  Increase the frequency of communication

Regularly communicate with your customers about new products, services, and promotions. This will help to keep your business top of mind and increase the likelihood that customers will return.

7.  Increase customer spending

Encourage customers to purchase more often and to purchase higher-priced items through upselling and cross-selling by offering incentives for larger purchases. Create product bundles and packages that make it easy for customers to purchase multiple products or services at once. For example, a customer buying a new laptop may also be encouraged to purchase a laptop bag, a warranty, and a mouse.

Always keep in mind the golden rule of upselling: customers should feel that the recommendations are tailored to them and not just a sales pitch.

8.   Increase customer referral

Encourage happy clients to refer you to their friends and family. Referral schemes and incentives can help with this. Offering a referral program increases your CLV while also exposing you to new potential consumers, who can later be turned into loyal clients. Customers who have been referred have a 16% greater lifetime value and 18% lower turnover. In addition, 81% of consumers trust suggestions from people they know, and 55% discuss their new purchases on social media.


What is Customer Retention Rate (CRR)

The Customer Retention Rate (CRR) is a metric that calculates the percentage of customers who continue to do business with a company over time.

Customer retention refers to the process of keeping customers. It can be used to uncover trends and patterns in consumer behavior and is used to track how successfully a company retains its customers.

12 reasons why Customer Retention Rate (CRR) is important

Calculating CRR will help you understand how many customers continue doing business with you. Read on to find out why client retention is crucial for the success of your business:

  1. Acquiring new customers involves marketing and advertising costs, which is why it is 5 to 25 times more expensive than keeping existing ones.
  2. The likelihood of selling to an existing customer is 60-70%, as opposed to 5-20% to a new customer.
  3. Existing customers spend 31% more.
  4. Existing customers are 50% more inclined to try new products.
  5. Even a 5% improvement in client retention improves profitability by 25-95%.
  6. Existing customers contribute to word-of-mouth marketing.
  7. Existing customers are five times more likely to purchase and four times more likely to refer than new visitors.
  8. Long-standing relationships make for easier data-gathering about customer behavior. This helps development, marketing, and sales efforts.
  9. CRR helps identify issues, suggestions, and opportunities to increase customer loyalty and retention.
  10. CRR provides insights into how many users value your product over time.
  11. Enables targeting ideal customers.
  12. New customers come and go, but an established customer base can provide a more stable source of revenue.
Despite this, 44% of businesses prioritize client acquisition versus 18% that favor retention.

How to measure Customer Retention Rate (CRR) ‒ 3 formulas

CRR formula #1

Add the total number of customers at the end of the month, subtract the number of new customers added during the month, and divide by the total number of customers at the start.

It looks like this:

how to measure and improve CLV CRR and CCR - the formula for crr -
For example, if you have 1000 customers at the end of the month, started the month with 1100, and added 50 customers, you could calculate retention as follows: [(1000 – 50) / 1100] * 100 = 99%

CRR formula #2

Subtract the number of customers who churn over time from those who remain loyal:
90% retention  – 10% churn = 80% retention rate

CRR formula #3

Consider how many customers remain loyal for one period of time versus another.
% of loyal customers in period one / % of loyal customers in period two = retention rate

How to improve Customer Retention Rate (CRR)

Customer Retention Rate and Customer Lifetime Value are strongly linked. In other words, they are both a result of a successful and profitable relationship with your customers.

The higher the CLV, the higher the CRR is likely to be. If you take the initiative to raise your Customers’ Lifetime Value, retention will most likely follow suit. This is not pure cause-and-effect, but the two values are both driven by the exact origin: customer satisfaction.

As a result, to increase the CRR, follow the above 8 steps for improving Customer Lifetime Value.


What is Customer Churn Rate (CCR)

Customer Churn Rate, or Customer Attrition Rate, is the percentage of customers that stop doing business with your company.

In a subscription model, it is the percentage of subscribers who cancel their subscriptions within a given time period.

6 reasons why Customer Churn Rate (CCR) is important

A high percentage of customer churn is a red flag for businesses as it suggests that they are losing clients at an alarming rate, and there must be a reason behind it.

Regularly measuring your CCR rate will allow you to react to negative trends and prevent other customers from leaving.

  1. 32% of customers would stop doing business with a brand or company they’d previously loved after just one negative experience.
  2. Getting new customers ‒ or winning over churned ones ‒ is far more expensive than keeping existing ones. In particular, between 4 and 10 times more.
  3. The lower the churn rate, the larger the number of loyal customers.
  4. CCR measures the impact of various products/services/projects or company initiatives.
  5. CCR determines the company’s progress and provides benchmarks to measure against.
  6. Some industries are more affected by churn than others: in the United States, online retail has a churn rate of about 22%. However, SaaS companies aim for a yearly 5% or less churn rate.

How to measure Customer Churn Rate (CCR) ‒ 2 formulas

CCR formula #1

  1. First define a specific period to calculate your churn rate.
  2. Then divide the number of customers who churned by the total number of customers you had at the start of the time period.
  3. The formula is: CCR = total number of customers lost divided by total customers started with.
the formula for crr - the first formula for Customer Churn Rate
So, if you started with 200 customers and lost 20, your churn rate would be 10%. That is, only 10% of your customers churned during that period. The formula would be as follows: (20/200)x100 = 10

CCR formula #2

Another possible way to calculate the churn rate is to do a reverse sum of the retention rate.
Churn Rate = % lost customers in period X / % lost customers in period Y

How to improve Customer Churn Rate (CCR) in 6 steps

Aside from following the eight steps to boost CLV and CRR ‒ which will also positively influence the CCR rate ‒ there are other measures to take to avoid a high customer churn rate (CCR):

1. Identify customers at risk of churning

Use data analytics to identify customers at risk of churning and reach out to them ahead of time to address any difficulties or concerns they may have.

2. Investigate why customers are leaving

Determine why customers are leaving through surveys, calls, focus groups, or other feedback channels. Then take steps to solve the core problems.

3. Provide incentives

Offer incentives for staying, such as loyalty programs, exclusive deals, or other perks.

4. Work on improvement

Continuously work on improving the quality and features of your product or service. The needs of your customers are constantly evolving, and so should you.

5. Be proactive

Monitor customer engagement and be ready to address any concerns that may arise. Be proactive in finding and solving potential issues.

6. Invest in retention marketing

Use targeted marketing efforts to retain existing customers, and make sure they are aware of the value they are receiving from your company.

Which metrics to use?

There are many metrics for measuring the customer experience, but should you track all of them? Well, the answer is no. BUT, you should carefully review your business goals, set the indicators relevant to your business, and measure those. Before you send out surveys and ask for customer feedback, you should know precisely how to measure and improve CLV CRR and CCR.

However, we think it’s important to understand the appropriate customer experience metrics for your company’s growth. Moreover, it’s important to know how to measure and improve CLV CRR and CCR. But, if you have difficulty identifying, tracking, and measuring all those metrics, you can always reach out to us. FrontLogix provides strategies for improving your overall customer experience and improving the CLV, CRR, CCR, and other important KPIs.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Conclusion

Providing a positive customer experience is critical to keeping your customers happy and satisfied. They’ll stay longer, and you’ll have better business results. As a result, investing time and money in measuring customer experience metrics is essential. These metrics will not only help you understand how simple your customers find it to use your product or service, but they will also provide you with actionable insights into improving many aspects of your business. This can significantly impact your company by lowering churn or increasing retention.

Simultaneously, these metrics can help you see where your CX team excels and where they can improve. Collecting and analyzing these metrics can also improve your products, services, and procedures. The better you understand how your customers use your offer, the more enjoyable you can make the entire CX for them. Finally, we hope this article helped you learn how to measure and improve CLV CRR and CCR and you’ll finally reach the success you long for!

customer-experience

How to measure Customer Satisfaction and Customer Loyalty

This guide explains how to measure Customer Satisfaction and Customer Loyalty using KPIs such as NPS, CSAT, and CES.

Knowing how to measure customer satisfaction and loyalty metrics is the most critical factor in making your customers happy and keeping them coming back.

The good news is that measuring these is pretty straightforward. There are three key metrics you should know about: NPS, CSAT, and CES.

NPS tracks your customers’ loyalty over time. CSAT helps you understand how satisfied customers are after those special moments in their journey with you, and CES lets you know how easy it is for customers to get the answers they need.

With data gathered from all three metrics, you’ll have a complete picture of how you’re serving your customers ‒ and where there is room for improvement.

What is Net Promoter Score (NPS)

One way to measure customer satisfaction and loyalty is by calculating the Net Promoter Score. NPS measures the likelihood of your customers recommending your product or service to their friends. It is the most widely used CX metric, with nearly two-thirds of businesses using it. Why is it so popular?

NPS is a powerful metric for measuring customer loyalty with just two questions. It is short and simple for companies to implement and track and for customers to answer. The first question is some variation of: How likely are you to recommend [product or service] to others? And the second question is: What is the reason for the score?

Why use NPS?

  • It’s quick, simple, and easy for both companies and customers
  • It calculates how loyal your customers are likely to be
  • It shows the big picture
  • It’s an industry-standard metric: it is widely and well understood, and there are available benchmarks
  • An increase or decrease in NPS helps forecast future revenue gains or losses
  • It’s also used to evaluate word-of-mouth marketing campaigns

How to calculate NPS

How to measure and calculate Customer Satisfaction and Customer Loyalty: NPS survey

Calculating NPS is quite simple:

  • Send an email or a store survey with only two questions
  • Have a scale from 1 to 10 for the customers to rate
  • Sort the respondents into three groups: Detractors, Neutrals/Passives, and Promoters
  • Those who answered 1–6 are Detractors, 7–8 are
  • Sort the respondents into three groups: Detractors, Neutrals/Passives, and those who answered 9-10 are Promoters.

Subtract the total number of detractors from the total number of promoters.
The formula is: NPS = % Promoters – % Detractors
If the results show that 70% of your customers are promoters and 10% are detractors, your NPS score will be 60%.

How to measure and calculate Customer Satisfaction and Customer Loyalty: NPS

What is Customer Satisfaction Score (CSAT)

CSAT, along with NPS, is one of the most commonly used CX metrics. It comes in various shapes and sizes, but the most common is using a 1 to 5 scale. An excellent example of CSAT is Google or Facebook ratings. CSAT is a perfect tool for determining whether a customer is satisfied with a one-time interaction. . CSAT is also easily adaptable to any specific needs of an organization.

Why use CSAT?

  • CSAT is simple and efficient to implement
  • Customers’ responses are typically straightforward and quick
  • It’s targeted, and responses help determine which aspects of the product/service customers are most satisfied with or dissatisfied with
  • It can be tailored to any specific area or need
  • It is frequently requested of a customer following a transaction or support ticket to assess the efficiency of the customer service department
  • CSAT is an excellent way to learn what customers think of a brand at the moment

How to measure and calculate CSAT?

  • Send a short survey immediately after customers’ interaction with your brand or their interaction with a specific area of your service or product
  • Usually, the survey contains only one question: “How satisfied were you with your experience/our product/service today?”
  • Provide a scaling system (on a scale of 1-5 or 1-10) from very satisfied to very dissatisfied
How to measure and calculate Customer Satisfaction and Customer Loyalty: CSAT survey

Calculating the CSAT can be done differently, depending on what works best for the business.

  • Use Happy-Neutral-Unhappy Ratings
  • Use 5-star ratings
  • Use one of the Two different formulas:
How to measure and calculate Customer Satisfaction and Customer Loyalty: CSAT formula

With these formulas, you can:

  • Take an average of all the results. In this case, the CSAT formula is to add all scores and divide the total by the number of respondents. Then, multiply the result by 10 to get the CSAT score %.
  • To calculate an average customer satisfaction score, take the number of “Very Satisfied/Satisfied” responses, divide by the total number of respondents, and multiply by 100.

Here are examples for both:

  • Your CSAT survey had 20 respondents. If the total of their scores is 100, you have a 50% CSAT score.
  • If you had 20 respondents and ten said “Very Satisfied/Satisfied,” the CSAT score would be 50%. (0,5 times 100).

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

What is Customer Effort Score (CES)

CES analyzes the amount of time and number of steps taken before the customer reaches an answer or solution. Lower effort means a higher level of client satisfaction with the service. It is the third most popular customer experience metric that involves the customer’s input.

The more accessible (and more effortless) you make the customer experience, the more likely your customers will buy from you again.

According to research, 94% of customers who had an easy experience are more likely to buy again. Also, 81% of the customers who felt like buying was too much effort are more likely to share their negative experiences, compared to 1% of those who had an easy time.

The CES is typically calculated by asking customers, “How easy was it to solve your problem today?” on a scale of 1 to 5 or 1 to 7.

How to measure and calculate Customer Satisfaction and Customer Loyalty: CES survey

Why use CES?

  • CES is simple and efficient to implement
  • It assists you in analyzing the product/service’s complexity
  • It evaluates the ability to improve usability. Furthermore, reducing effort may increase customer loyalty. As a result, CES may be the best metric for predicting loyalty

How to measure and calculate CES?

  • Send the survey immediately after the customer interaction. Ask your customers to rate the interaction from low to high in the survey. To calculate the score, see the average and distribution of scores.
  • The formula is: CES = Sum of all customer efforts score / Total number of responses.
How to measure and calculate Customer Satisfaction and Customer Loyalty: CES formula

Key Takeaways

We’ve covered the three most popular metrics on how to measure customer satisfaction and loyalty: Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). These metrics will provide you with important insights on how to enhance various elements of your business and will give you a sense of how easy your customers find it to use your product or service. This can result in satisfied consumers who stick around longer and spread positive word-of-mouth marketing. 

measure customer experience

How to measure Customer Journey

This is a super-comprehensive guide on how to measure the Customer Journey as a whole, by phases, and by specific touchpoints.

By measuring the Customer Journey, you can get actionable insights into your customers’ motives, emotions, and behavior. This can reveal areas where customers may be dropping off or facing friction, allowing you to then use that knowledge and improve your Customer Experience.

The Customer Journey can be analyzed in a variety of ways, including measuring the entire journey as a whole or breaking it down into individual stages and touchpoints.

What is the difference between Customer Journey and Customer Experience?

The Customer Journey is the process a customer goes through when engaging with a brand to purchase its product or service. It covers the specific progression of the customer across every touchpoint, starting from when they first discover the brand (awareness stage), to the final purchase and turning into a brand advocate.

Consumer Experience, on the other hand, refers to a customer’s overall impression of a brand based on interactions throughout the customer journey, including aspects such as product quality, customer service, and any other factors that influence their opinion.

The Customer Journey plays a great part in the overall Customer Experience. CX is, however, more holistic and includes a wider range of factors than just the Customer Journey.

What gets measured, gets done.

Why measure Customer Journey?

Measuring the Customer Journey will help you understand how you are seen by your customers. Key Performance Indicators (KPIs) are a great way to track and measure CX, but understanding WHICH ones to measure, WHEN measurements should be taken, and HOW to interpret the results can be tricky.

To start measuring your Customer Journey, you need a plan. You could measure the journey as a whole, measure the stages of the journey, or measure individual touchpoints. 

But first, it would be helpful to have a Customer Journey map. This map will identify all the journey phases and touchpoints for a more straightforward measurement.

What is a Customer Journey Map?

A Customer Journey Map is a visual storyline of the Customer Journey. It depicts the individual touchpoints and steps a customer goes through while engaging with a brand ‒ from customers’ initial awareness of the product or service to post-purchase review. 

Its purpose is to help businesses better understand the customer experience, identify pain points and areas for improvement, and align business goals with customer requirements and expectations.

How to measure the Customer Journey as a whole

Measuring the customer journey means measuring customer success during all phases and via all journey touchpoints. The essential metrics for overall success are:

  • Net Promoter Score (NPS): Measures customer loyalty and advocacy, or how many of your customers are likely to recommend your products/services to a friend. This is usually done on a scale of 1 to 10. It can help you understand how the overall experience works in the journey, including customer sentiment towards products, pricing, onboarding, retail experience, marketing, touchpoints, brand, and customer service.
  • Customer Satisfaction (CSAT): Determines how satisfied your customers are with your products/services and the customer experience you provide. This measures how happy or unhappy they are with an overall product/service or specific features (for example, returning a product).
  • Customer Effort Score (CES): Measures the effort customers require to achieve what they want, including placing an order, getting a question answered, resolving an issue, or returning a product. Usually, the higher the customer effort, the lower the customer loyalty.
Happy customer, texting while in front of a laptop

How to measure Customer Journey by phases

Measuring customer journey phases means measuring each stage your customers will go into when becoming part of your journey.

There are 5 most common customer journey phases (for both SaaS and B2B).

1st phase: Awareness/Evaluation
2nd phase: Consideration/Onboarding
3rd phase: Purchase/Adoption
4th phase: Retention/Renewal
5th phase: Loyalty/Advocacy

Colleagues discussing Customer Experience metrics, pointing at a chart displayed on a laptop in front of them.

1st phase: Awareness or Evaluation

Are your customers aware of your brand, products/services, and features?

The essential metrics to measure in this phase are:

  • Share of Voice (SOV) in the market: Measures your brand’s market share compared to your competitors. SOV measures your brand’s visibility and how much you control the conversation within your industry.
  • Website visits/website users: Measures the number of visits or users created on your website over time.

    2nd phase: Consideration or Onboarding

    Are customers looking for your brand when they want to buy the type of product/service you offer?

    The essential metrics to measure in this phase are:

    • Organic keyword traffic: Measures the volume of a keyword used in search engines to attract free website traffic over time.
    • Direct website traffic: Measures the volume of visitors that arrive at your website directly, without first clicking on a link on another website.
    • Monthly Active Users (MAU): Measures how many users actively engage with your product or service over a specific time. In this case, the number of active users in a month.
    • Store visits (if physical store available): Provides the number of people who have visited your physical store over time.

    3rd phase: Purchase or Adoption

    Are customers completing their purchases once they begin the purchasing process?

    The essential metrics to measure in this phase are:

    • Abandoned cart rate: Determines the total number of completed purchases divided by the number of carts created.
    • Store visits vs. Purchases (if physical store available): Measures how many people have visited your store and purchased a product/service you are selling.

    4th phase: Retention or Renewal

    Do your customers return to your brand for a second purchase after the initial one?

    The essential metrics to measure in this phase are:

    • Customer Lifetime Value (CLV): Determines ​​the total value of a customer to a company throughout their relationship.
    • Customer Retention Rate: ​​Measures the number of customers who return to your business or continue to pay for your product/services after a certain period.
    • Customer Churn Rate: Measures how many customers have left your company over time or are no longer paying for your product/services.
    • Customer service ticket volume: Measures the number of tickets customers submit over a period of time.
    • The number of return visitors: Measures the number of customers that return for a possible second or third purchase after their initial one or after they have visited your store within a determined time frame.

    5th phase: Loyalty or Advocacy

    How likely is it for your customers to recommend your brand after shopping with you?

    The essential metrics to measure in this phase are:

    • Customer Referral Rate: Measures how many people refer and recommend your brand to their friends or colleagues. It is the ratio between referred purchases and total purchases.
    • Net Promoter Score (NPS): Measures the likelihood of your customers recommending your product/service to others.
    • Sentiment via social listening: Measures what is being said about your brand on social networks and if it is negative, positive, or neutral.
    A paper with charts on measuring Customer Experience

    How to measure Customer Journey specific touchpoints

    Measuring specific Customer Journey touchpoints means defining all possible touchpoints (how customers act with your brand) and setting specific measures to see how each touchpoint performs.

    Here are some examples:

    Example #1: Digital touchpoint metrics (in case of an online store or web-based service placement):

    • Chat/call/ticket volume: Measures the number of chats, calls, or tickets received over a certain time period. This shows precisely how many of your customers need help.
    • First contact resolution: Measures how many of your customers resolved their problems in a single interaction.
    • Average resolution time: Measures how long it takes to resolve a customer’s problem, on average.
    • Average response time: Measures how long it takes for the customer experience rep (CXR) to respond to a customer query.
    • The number of tickets reopened: Measures the number of tickets reopened over a specific period because the customer was dissatisfied with the initial support and must return for the correct solution.
    • Average handle time (AHT): measures the total amount of time spent in conversation with each customer by each contact center agent – including hold time and time spent completing forms or other tasks as a result of the conversation – and the length of the conversation itself.
    • Customer satisfaction survey: Determines how satisfied your customers are with your customer support, services, or products.
    • Frequency of up-sells & cross-sells: The number and frequency of up-sells/cross-sells made.

    Example #2: Physical touchpoint metrics (in the case of a retail store):

    • Store visits vs. number of purchases
    • Total order value/cart size
    • Overall sales in retail
    • The number of queries for the staff
    • Overall cross-sell & up-sell

    6 simple yet powerful strategies to improve customer retention

    Can you remember the last time you re-engaged with your customers and tried to win them back?

    These strategies will do exactly that and more.

    Drawing a conclusion

    Measuring your customer experience is more than necessary. It’s crucial. There are so many factors to consider and so many metrics to follow. Those metrics will tell you different aspects of your customer’s journey with your brand.

    experience

    How to improve Customer Experience

    If you’ve read previous entries of this blog, you already know the importance of exceptional Customer Experience and its impact on business growth. But reaching Next-Gen Customer Experience is not an easy job! This guide reveals what to do to improve your customer experience.

    It’s all about the people

    No matter what the tech companies say about chatbots and AI, you still have to have the right people! No software will help customers as much as talking to a real human will. So, to improve Customer Experience, you need to have a dedicated team of Customer Experience Representatives (CXRs) who will always be there to take proper care of your customers.

    This team of skillful, knowledgeable, resourceful, creative, educated, well-trained, and helpful people will be accessible whenever your potential or existing customers need them. They’ll listen to your customers, understand their questions, and keep them happy. Your team needs to prioritize learning everything about your business, its products, competition,  strengths, and weaknesses, and knowing how to provide solutions best to help your business grow.

    Get there on time

    The Omnichannel experience

    The omnichannel experience combines interactions from several channels into a single, seamless experience. As a result, if a customer abandons an item in their shopping cart on one platform, they will see an advertisement for the identical item on another. This ensures a personalized customer experience, which leads to improved conversion rates, more sales, and increased customer loyalty.

    Furthermore, omnichannel support links to every customer service channel. As a result, data is centralized, and customer effort and time are reduced across all interactions. Customers can carry on a conversation with customer care from chat to email, an app to phone call, without having to describe their problem from the beginning.

    That’s exactly what customers expect from brands—seamless communication and exceptional care. 

    Delivering the omnichannel experience is challenging but will improve your customer experience and business growth. Make sure you put effort into everything you do

    Shot of a young businesswoman working in call center

    Seven tips on how to improve the Omnichannel experience

    1.     Mobile-Friendly

    Aside from being informative, stable, and speedy, it is critical that your website be mobile-friendly, given that over 63% of Google queries are mobile-related.
    There are two ways to optimize the website for mobile devices. The first is through a responsive web design, and the second is a “mobile-first” approach.

    A responsive web design automatically resizes the elements in the website to make it look good on all devices. Mobile-first refers to initially developing a website for the more restricted mobile phone version and then expanding its functionality to build a tablet or desktop version.

    While responsive website resizes – but keeps – all the content to make it physically possible to read, mobile-first websites have proactive changes in the overall design. Mobile-first design reduces bulky content and considers factors such as white space, font size, and load time, resulting in a better overall user experience.

    When designing the mobile version of the website, avoid including too many animations and other elements, as these will make loading the page’s content more challenging. Remember that visitors will leave your website if pages don’t load quickly enough.

    Thanks to a mobile-friendly website, anyone who attempts to access your website on a mobile device will have a positive experience, encouraging people to view you as a reliable source of information, goods, and services.

    2.     Live chat support

    Many of us fret about making phone calls and choose to message instead. At the same time, we seek immediate solutions.  With live chat, you give your customers a method for immediate contact and fast problem resolution.

    In an ongoing chat, agents can evaluate the customer’s tone and create rapport by mimicking style or changing formality to match the customer’s. Aside from providing a more genuine method to demonstrate your agents’ personality, chat tools facilitate query resolution by allowing the agent to share a screen with the customer or provide links and screenshots.

    Even if your customers don’t need to talk immediately, being ready to assist them creates trust.

    Have a chat prepared with quick and instant replies, or for connecting with a CXR. Live chats are an excellent tool for immediate response and an appropriate bridge for linking with a CXR.

    3.     Social support

    4.     Self-service solutions

    While some customers may contact you for an immediate answer, some customers would rather self-serve to find a solution by reading a FAQ or watching a video. In fact, more than 60% of consumers prefer digital self-service over alternative service choices. The reality is that customer self-service, in actuality, serves a distinct need; it delivers faster fulfillment. 

    Apart from contributing to improved customer experience, self-service reduces costs by allowing you to assist a huge number of consumers simultaneously. It also improves customer service by decreasing duplicate requests in your queue, making support work pleasurable, and contributing to more engaged and happier agents.

    Bear in mind that not all self-service is effective at assisting consumers. Complicated technology and poorly configured chatbots that make it challenging to find a quick answer keep customers in endless loops can only add to customer frustration.

    Good self-service provides flexible automation features, FAQ knowledge base, video tutorials and product training, and chatbot escalation options. 

    When effectively implemented, good self-service solutions increase business productivity while decreasing customer-service expenses

    5.  Email support:

    Customers prefer to communicate via email since it leaves a solid paper trail, is easier to track and preserve, and is essential for some more official exchanges.

    Have an email dedicated to your customer’s queries, and check it frequently. Reply to their emails immediately, and provide solutions right into their mailboxes.

    Email support is excellent for lengthy discussions and sending large files. It also comes in handy for boosting sales. The advantage of using mail is that it allows you to incorporate promotional materials and recommendations while replying to consumer inquiries. Email is an efficient, quick, low-cost communication and marketing tool that adds to the funnel.

    6.     Phone & SMS support

    7.     In-app support

    Finally, have a prepared solution for all your customers who don’t text or call and don’t prefer email or live chat. Find out the channel or the app they use and be there. Customers who are used to communicating via messaging apps will find in-app assistance a familiar experience. Provide support via Messenger, WhatsApp, and any other platform your customers use and find valuable. Adjust to their communication habits and show up in the right places. You will not believe the satisfaction you’ll get with such a simple step.

    Group of professionals gathered around a table at work, actively discussing a paper with charts focused on customer experience

    The Bottom line

    Customers will have all sorts of questions. While you can’t predict everyone, you can foresee how customers will try and get in touch to ask them. Make sure you make it easy to contact you in the ways they prefer. They need to feel appreciated and heard because served customers are satisfied customers!

    We at FrontLogix firmly believe in this cycle. Every situation has a solution, and we are here to provide one. Get a quote today.

    6 simple yet powerful strategies to improve customer retention

    Can you remember the last time you re-engaged with your customers and tried to win them back?

    These strategies will do exactly that and more.

    business growth

    Customer Experience (CX) and its impact on business growth

    Here we list nine ways CX impacts business and drives growth.

    Great CX improves customer satisfaction and loyalty, leading to higher sales, increased revenue, and improved brand reputation. A growing body of evidence shows that companies can increase their revenue 5-10% by improving their customer experience strategy. Still not convinced how a great CX can impact your bottom line? Here are nine more reasons:

    9 ways Customer Experience impact business

    1. CX improves relationships with your customers

    Good Customer Experience and customer satisfaction go hand in hand. The better the Customer Experience, the higher the customer satisfaction. Therefore, companies focused on providing seamless, outstanding, and consistent Customer Experience across all customer journey touchpoints are more likely to increase overall customer satisfaction. And what does it mean to have satisfied customers? It means they will buy more!

    2. CX enhances customer retention

    Getting new customers is hard. But keeping customers and persuading them to come back is even more challenging. This challenge is called customer retention.

    Retaining a customer means that your company’s brand, product, or service is more valuable than your competitors’. This is precisely why customer retention is a critical key performance indicator (KPI) to be tracked, observed, and improved over time.An excellent Customer Experience shows your buyers how valuable they are, which helps retain them and drives business growth. If you want to learn more about how CX enhances customer retention, download our guide.

    Workers in the office

    3. CX improves Customer Lifetime Value

    Customer Lifetime Value (CLV) is one of the most important metrics for a company. Essentially, CLV measures the total income a company may expect from a typical customer as long as they remain on board.

    And how do you keep them on board? By keeping them happy, valued, and heard by providing an outstanding Customer Experience. Improved CLV also means improving customer retention and avoiding customer attrition (churn). It drives repeat buys and encourages high-value sales, increasing profitability and growth.

    4. CX reduces customer churn

    Customer churn is inevitable. At some point, your buyers will stop using certain products or services. And there can be many reasons for this, like fierce competition, price, product quality, and most pertinent to this post, poor support and customer service.

    More than 80% of customers are likely to churn if not given a good CX. While you may be unable to control what your competitors are doing, you have complete control over how your customers are treated. Lowering churn is the same as increasing revenue.

    5. CX improves CSAT scores

    CSAT is one of the most important KPIs for you to watch. Short for Customer Satisfaction Score, CSAT determines if a customer believes a company’s products or services have met their expectations.

    And how do you improve that percentage? By making more of your customers happy and satisfied. You can do this by improving the Customer Experience through care and support of customer needs.

    6. CX boosts sales

    Great CX and improved sales are linked. Delighting your customers during their journey results in higher sales and more revenue. 

    The cycle is quite simple. Customers that feel heard, understood, and valued will be happy. Happy customers will always ask for more and, even better, will spread the word to new customers.

    7. CX increases brand loyalty

    We would argue that brand loyalty is among the most important (and hardest to achieve) aspects of your business. Why? It reflects the image your customers have of your business. It’s the reason they have chosen you in the first place and why they’ve stayed with you.

    Loyal customers are the ones who keep purchasing. Loyal customers are repeat customers, even when the competition offers something cheaper or better.

    Loyalty is gained through amazing CX. Personal communication, dedicated onboarding, assistance during purchase, post-purchase care, and attention make your customers feel like they belong. 

    8. CX creates strong brand advocacy

    Once you have all those happy, loyal, returning customers – you have your brand advocates! Satisfied customers stand behind their brand of choice, refer it to others, and recommend it constantly. And not surprisingly, most of the customers recommend a brand based on their Customer Experience.

    Word of mouth is one of the most trustworthy kinds of advertising. To be precise, 92% trust the word-of-mouth recommendations. So, by having an exceptional CX, you’ll quickly gain the promoters that will bring you the growth you want and need.

    9. CX creates a competitive advantage

    You can have an advantage in many business areas and stand out from your competitors. Providing a superior CX is one of the most critical competitive advantages. Customers care that you care. To show you value your customers more than the competitors do is something every company is now fighting for.

    6 simple yet powerful strategies to improve customer retention

    Can you remember the last time you re-engaged with your customers and tried to win them back?

    These strategies will do exactly that and more.

    The big conclusion

    Business growth comes from various areas.  But Customer Experience is always at the core of it.

    Outstanding Customer Experience will help you attract customers, introduce them to your brand, hook them, and keep them in your ecosystem.

    Satisfied customers will become your advocates, make you stand taller than the competition, and help your business grow. So it’s not a question of whether Customer Experience supports business growth. 

    The biggest question is: When will you start improving your Customer Experience and, more importantly, how?


    How FrontLogix can help:

    Front Logix offers personalized solutions to build stronger customer relationships, increase sales, and improve retention rates. Here you can read more about the services we offer. Contact us today.