InMoment XI

JANUARY 9, 2024

This helped break down silos and made things simpler not only for FedEx’s customers, but also for each of the company’s internal teams working together to deliver meaningful information and valuable content to customers. Software company PandaDoc uses multiple surveys to monitor customer sentiment and improve product experience.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

Retently

JANUARY 13, 2025

The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you? Whether its resolving an issue, completing a purchase, or finding information, CES gives you a direct look at how much work your customers are putting in. The lower the effort, the better.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. Taking the importance of collecting customer feedback out of the way, where do we start?

Retail 109

Retail NPS Touchpoint Feedback 109

InMoment XI

NOVEMBER 13, 2024

Acquiring new customers is more expensive than retaining current ones. Proactively monitoring customer health can help businesses cut churn by over 34% for at-risk clients. It informs effective marketing strategy. Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

SEPTEMBER 23, 2021

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools?

Brands 369

Brands Advertising Touchpoint Article 369

InMoment XI

OCTOBER 24, 2024

It excels in creating personalized, data-driven email and SMS marketing campaigns that boost customer retention and drive conversions. Klaviyo integrates seamlessly with e-commerce platforms like Shopify and BigCommerce, allowing businesses to segment customers based on behavior, purchase history, and more.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

SEPTEMBER 29, 2022

Every day, your customers produce data across a vast amount of touchpoints, whether that’s on your banking app, in your call center, or across any of your other channels. By having all of your customer data in one place, you can easily access multiple data points from different locations across your organization.

Banking 370

Banking Retail White Paper Omnichannel 370

InMoment XI

MARCH 23, 2025

It pulls data from touchpoints like social media, chatbots, emails, customer feedback, customer relationship management (CRM) tools, and interactions with customer support, marketing, and sales teams, providing insights into customer intent, sentiment, pain points, and patterns. Are they in the same industry?

Touchpoint 195

Touchpoint Insights Sales Social Media 195

Retently

JULY 8, 2024

It’s like keeping the pulse of your customer base at all times. Period-Based Surveys : Instead of always-on surveys, this approach collects NPS data at specific intervals, giving a snapshot of customer sentiment at set points in time. Sorting through this data to find actionable insights can be challenging.

Touchpoint 78

Touchpoint NPS Net Promoter Score Feedback 78

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. You need to understand the most important touchpoints and interactions.

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

InMoment XI

SEPTEMBER 5, 2024

With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base. The only way to do this is by listening to what your customers are saying, which is referred to as the Voice of the Customer.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

InMoment XI

OCTOBER 4, 2024

Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

InMoment XI

JANUARY 2, 2023

Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Customers have unprecedented access to information about products and services. What Is Customer Experience? How Do I Measure Customer Experience? Passives score 7 or 8.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

CloudCherry

MARCH 19, 2019

This enables the bank to compare the CIR, share of profit, and ROE contribution of both customer groups. DBS found that digital customers are 42% of its customer base but account for 72% of its profit; have a ROE of 27% versus 18% for traditional customers; and have a CIR that is 22% lower than traditional customers. ” .

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Customers are fairly familiar with CSAT questionnaires, so it’s easy to understand and implement. CSAT can be a touchpoint metric, too, meaning it helps measure specific parts of the brand experience (as does your CES). CES helps improve customer service and other routine interactions. What are its pros? What are its cons?

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

SEPTEMBER 17, 2024

Empowered customers feel more in control and satisfied with their experience. Proactive Engagement At some point in the customer journey, your customers will connect with you. When they do, be sure to be equipped with the right information in a timely manner to assist them during the customer journey.

Customer Journey 195

Customer Journey Customer Journey Mapping Net Promoter Score 2024 195

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Generative AI can also deliver recommended messaging based on these predictive customer insights. This proactive approach not only increases the likelihood of repeat business but also personalizes the customer journey at (potentially) every touchpoint.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

InMoment XI

JULY 23, 2024

When done perfectly, a holistic ecommerce customer experience approach ensures your customers have a seamless and positive experience at every touchpoint. Positive Word-of-Mouth: Happy customers are more likely to recommend your brand to others, expanding your customer base.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

Experience Investigators by 360Connext

DECEMBER 1, 2020

Real-life wins: One client discovered customers were receiving duplicate emails, calls, and texts because of a system glitch nobody had identified for a segment of their customer base. It was easy to fix and those customers immediately engaged more with the communications they did receive.

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Roadmap Touchpoint 190

GetFeedback

SEPTEMBER 14, 2018

It’s also important to analyze customer effort at key touchpoints and fix weak areas right away. Key customer touchpoints include: Customer service interactions (e.g. Customer meetings/consultations. Understanding your Customer Effort Score is imperative to growth and forming lifelong relationships.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

delighted

OCTOBER 22, 2024

But while ecommerce has made retail purchases more accessible, it has also disrupted the traditional, linear, retail buyer’s journey and has transformed it into a more complicated series of customer touchpoints. Mapping these touchpoints is crucial to understanding the ecommerce customer journey – and improving customer experiences.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Social Media Net Promoter Score 52

Thematic

MARCH 30, 2025

Businesses can optimize marketing, improve customer experiences, and stay ahead of the competition by using data-driven customer insights. Collecting and Integrating Customer Data Every data-driven decision starts with collecting the right information. Curious what your customer data is really saying?

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. But in reality, their job goes far beyond answering tickets or handling complaints.

Management 115

Management Customer Experience Roadmap NPS 115

ShepHyken

AUGUST 31, 2023

Consistently improving the customer journey and user experiences can help you attract and retain loyal customers. Your customer journey refers to the path that your customers take as they interact with your brand at different touchpoints. Optimize this journey, and growth is well within your grasp.

Customer Journey 134

Customer Journey Customer Journey Mapping Net Promoter Score E Commerce 134

InMoment XI

NOVEMBER 20, 2023

It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape. At its core, AI in CX is about leveraging technology to gain a deeper understanding of customer experiences.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. Alright, so weve covered what a CRM survey is, but youre not here just for the what.

Feedback 52

Feedback Demo Touchpoint NPS 52

InMoment XI

DECEMBER 7, 2023

It is an ongoing process that requires attention to customer feedback, continuous improvement, and a commitment to delivering value. It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

GetFeedback

SEPTEMBER 2, 2019

Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. 1: Human Experience is Greater Than Customer Experience. Article No.

2019 210

2019 Article Net Promoter Score Financial 210

GetFeedback

DECEMBER 2, 2019

Understanding this important segment of customers means creating experiences that continue to earn their loyalty and, in return, their money. Here’s another example on how to calculate ROI with this information. Your satisfied customers spend 15% more with your brand. What is the best way to keep your best customers?

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

InMoment XI

JANUARY 25, 2024

For buyers, it acts as an evaluation tool that offers a visual representation of how different technology providers compare within a specific market which can aid in informed decision-making. For customer experience professionals, InMoment recommends reading the Gartner Magic Quadrant within specific industry trends and considerations.

Reference 195

Reference Roadmap Innovation Technology 195

InMoment XI

NOVEMBER 15, 2023

Enhanced Brand Reputation : CX analytics help you identify and uncover opportunities to enhance customer interactions with your brand and address negative experiences that improve your brand reputation. Better Decision-Making Based on Data : Data-driven insights enable more informed decisions and strategies.

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

OCTOBER 10, 2023

Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. These metrics delve deep, capturing the nuances of every touchpoint, from the initial inquiry to post-purchase survey.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Optimove

FEBRUARY 10, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: While acquisition drives market share, customer retention is the unsung hero behind sustainable profits. Retention Is Crucial in Economic Uncertainty : It costs five times more to acquire a new customer than to retain an existing one.

Marketing 59

Marketing ROI Download Loyalty 59

Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. What is Customer Journey Orchestration?

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

Customer Bliss

MAY 5, 2015

Work to Remove the Inhibitor: Within the first 60-90 days when mapping your customer experience, gain agreement on stages, touchpoints and the top 15 priority moments of truth. Connect experience to ROI by showing a simple metric of the growth or loss of your customer base.

Customer Experience 189

Customer Experience Net Promoter Score Roadmap Metrics 189

BirdEye

SEPTEMBER 18, 2020

Consumers expect personalized experiences at every point of the buying journey, so businesses looking to accelerate their growth and long-term success must provide outstanding personalized customer experiences at every touchpoint. The customer journey is a representation of your customer’s lifecycle from awareness to advocacy.

Customer Experience 112

Customer Experience Management Touchpoint ROI 112