WHAT IS YOUR CUSTOMER RETENTION RATE?
Did you know that companies with omnichannel customer engagement strategies retain on average 89% of their customers? This is compared to a 33% customer retention rate for companies with weak omnichannel strategies. In our final installment of “success facts” video series we discuss the importance of how customer engagement helps retain customers.
Companies recognize that they need to not only build customer-centric organizations but to dynamically engage with customers on the digital channels they choose to use. We looked at several businesses that are customer-centric: actively listening to customers through social media, web and app analytics, and proactively anticipating customers’ needs by collecting accurate and relevant information, and then delivering exceptional customer service, based on situational needs.