eglobalis

FEBRUARY 3, 2025

We will delve into ten key areas where AI is transforming CX , provide examples of enterprise technology companies that have been using AI for over eight years, and offer practical insights on how your company can leverage these advancements. surveys, social media, reviews) to identify trends and actionable insights.

B2B 391

B2B Customer Experience 2014 2015 391

Retently

AUGUST 1, 2024

What we haven’t discussed is when you should start using Net Promoter Score ®. The earlier you bring Net Promoter Score into your customer retention efforts , the greater you’ll experience its benefits, both in retaining customers and fueling word-of-mouth marketing for your brand.

Net Promoter Score 147

Net Promoter Score Measurement NPS Feedback 147

SurveySensum

DECEMBER 18, 2024

But how can you know if it is a good or bad NPS score ? Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or service to their friends and family.

Net Promoter Score 52

Net Promoter Score NPS Insurance Metrics 52

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. Here’s a breakdown of the most impactful user feedback metrics for your SaaS business: Net Promoter Score Net Promoter Score (NPS) is a commonly used metric that measures customer loyalty.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. In CX, the same applies to CSAT, CES, and whatever.

NPS 461

NPS Feedback Net Promoter Score B2C 461

eglobalis

OCTOBER 14, 2024

For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. However, while these case studies can provide useful insights, they are often too narrow in focus. Her work is filled with practical insights and well-reasoned solutions to CX challenges.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

InMoment XI

OCTOBER 29, 2024

In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Price-loyal customers love your brand because of your pricing. Truly loyal customers love your brand in every sense. A loyal customer is a valuable asset to your business.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. Pay attention to CLV more than the score.

Net Promoter Score 147

Net Promoter Score NPS Measurement Customer Satisfaction 147

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

Net Promoter Score 141

Net Promoter Score Metrics NPS Customer Satisfaction 141

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. According to Bain & Company , the target NPS response rate for business-to-business brands is 50% higher than the average target for consumer-focused brands.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

eglobalis

MARCH 13, 2025

Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making. Highlight Risk Mitigation : Discuss how a robust CX strategy can mitigate risks, such as customer churn and negative brand perception.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do. The Basics of Brand Perception.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. Call center metrics provide insight into the customer experience and quantify agent productivity. Agent Effort Score (AES) AES is a unique metric that provides insight into agent performance from their perspective.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals.

Banking 326

Banking NPS B2B Social Media 326

Retently

JULY 4, 2023

From GE to Apple, many of the world’s biggest companies use Net Promoter Score ® to measure and track customer sentiment. Most people associate Net Promoter Score with big businesses due to its usage by large brands and Fortune 500 companies. If a client is unhappy, you can reach out right away.

Net Promoter Score 158

Net Promoter Score NPS Multi-Channel Feedback 158

InMoment XI

AUGUST 30, 2022

In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services. They can use a rating system that can be tracked over time, offer specific insights into your customers’ pain points, and help you work to continue to meet your customer’s needs.

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score White Paper Effort Score 370

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Some brands use their community to build buzz and awareness.

ROI 269

ROI Measurement Brands Net Promoter Score 269

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. Use surveys and social media monitoring to capture insights into customer experiences. InMoments XI platform enables you to collect and analyze customer insights effectively.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 30, 2024

Customers who feel valued are more inclined to renew policies and become loyal brand advocates. It gives insurance brands a leg-up on the competition. It boosts the insurer’s brand reputation. As a result, good customer experiences enhance an insurer’s brand reputation management efforts. Streamline workflows.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. This integrated approach leads to clearer insights and stronger outcomes. Customer Retention Rate Measures the percentage of customers retained over time.

Metrics 429

Metrics Customer Success 2024 2023 429

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. Loyal customers are also more likely to recommend the business to others.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

GetFeedback

JUNE 22, 2019

The same holds true for your Net Promoter Score survey. What is Net Promoter Score (NPS)? Net Promoter Score surveys are a type of customer experience survey. 73% of customers want brands to make the shopping experience more personal. Your audience.

NPS 304

NPS Net Promoter Score Feedback Brands 304

InMoment XI

NOVEMBER 26, 2024

A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services, and people. With InMoment’s XI Platform, you can create a customer journey map that tracks the customer journey across different channels and gives you insight on how to optimize it.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

AUGUST 8, 2023

Another technique to fight survey fatigue that is successful for many brands is to leverage microsurveys for mobile and other digital environments. Learn how Hootsuite tripled their Net Promoter Score by using InMoment’s microsurveys! Further, and if conducted with a treatment / control approach (e.g.

Net Promoter Score 435

Net Promoter Score Customer Service Representative Feedback Touchpoint 435

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. It enables you to boost your brand reputation. Offer industry-specific solutions and insights. Focus on customer experience, to improve cross-selling opportunities.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. Ready to start?

Net Promoter Score 97

Net Promoter Score NPS Insurance Airlines 97

InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. What’s the Score for Insurance Brands?

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195

GetFeedback

APRIL 22, 2019

Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more.

Customer Satisfaction 323

Customer Satisfaction Net Promoter Score NPS Effort Score 323

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. These insights inform the service standards and product offerings that will most effectively meet customer expectations. Continuous monitoring and adaptation are crucial.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

GetFeedback

MAY 23, 2019

A Voice of the Customer program focuses on gathering and analyzing customer insights so you can identify trends regarding your customers’ needs, wants, and expectations. While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).

NPS 308

NPS Net Promoter Score CEM Metrics 308

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company.

Insights 243

Insights E Commerce Customer Experience E-support 243

Feedbackly

JANUARY 5, 2023

The Net Promoter Score (NPS) is a metric used to identify the loyalty of customers to a business/brand. The NPS score is calculated using the responses of the NPS survey, which asks the simple question, “how likely are you to recommend this product/brand to someone you know?” What is NPS? from the customers.

Net Promoter Score 98

Net Promoter Score NPS Metrics Feedback 98

Feedbackly

SEPTEMBER 7, 2023

Then started the questions on its superiority, the controversies, and the overall doubt of whether NPS alone is sufficient for brands to win customers. NPS’s depth of insight falls short Insights are critical to understanding customer behavior and expectations more meaningfully. But this doesn’t mean it’s less important.

Net Promoter Score 105

Net Promoter Score NPS Touchpoint Metrics 105

InMoment XI

MAY 17, 2024

In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX) were discussed. Ready to explore the full discussion on securing brand loyalty in the third wave of CX?

Loyalty 195

Loyalty Brands Net Promoter Score Omnichannel 195

Retently

MARCH 17, 2025

Thats why we interviewed over 20 CX professionals managing fast-scaling ecommerce brands and high-performing customer support teams to uncover what makes a CX report actionable, relevant, and actually useful for stakeholders. Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. High scores mean youre on the right track. Low scores? When it comes to understanding customer satisfaction, CES is part of a powerful CX trio that includes Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).

Measurement 117

Measurement Effort Score Multi-Channel Net Promoter Score 117

InMoment XI

JANUARY 2, 2023

Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ). What Is Net Promoter Score (NPS)? It is often referred to as a brand or relationship metric.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221