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Great article, Yonas! Love this concept of the Customer Effort Score.
I totally agree about new technology adoption. Over the last years, it helped companies to better scale their customers' relationship. Therefore, they are also better at serving high-quality customer service. As you mention in your article, co-browsing (https://crisp.chat/blog/co-browse-co-browsing-examples/) can be a real help when serving the customer or the lead in real-time over an e-commerce website.
It's even harder for customer service teams because they have to focus on being better, in a short manner of time which is quite challenging!
According to me, repeat purchase rate is the most important to track while measuring retention. @pawel_ogonowski
In addition to investing efforts in bringing the customers back, it is more logical to invest in "onboarding" too.
Here is one resource which I found: Co-Browsing – The Hidden Gem of Customer Onboarding
Great points on reducing churn and especially liked the "Onboarding" strategy to boost retention. @kristen_decosta
Great tips on retaining customers. @cara
My take would be to integrate insights from data with modern-day customer support tools to gain further advantage and to create a laser-sharp retention plan.
Insightful article with eye-opener tips on reducing customer churn
Also, I stumbled upon your thought on using live chat to enhance customer support quality.
Can we get these flagged somehow? This is the second "question" I've seen on this forum in the last week.
Like the article points out, upselling is nothing new, but a lot of business owners and sales reps miss out on a golden opportunity that’s right in front of them – repeat sales to their previous buyers.
Thank you for sharing. Useful reading.
I agree with you, Dhruv, a perfect onboarding is definitely essential to reduce churn.
It has the possibility of making new customers feel good about the product -- and nothing beats that, because people would always remember how a brand makes them to feel.
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