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. References Statista.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

GetFeedback

DECEMBER 21, 2018

A 10% increase in a company’s customer satisfaction score leads to a 12% increase in trust from customers. Institute of Customer Service ). Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering. Temkin Group ). Kolsky ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

NOVEMBER 18, 2024

These technologies make it easier to personalize interactions at scale, enhancing customer satisfaction and engagement. Behavioral Segmentation Moving beyond traditional demographic segmentation, more companies are adopting behavioral segmentation, grouping customers based on shared actions, preferences, or interactions.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. References Semrush. 65 Customer Retention Statistics You Need to Know in 2024 ( [link] ).

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

GetFeedback

APRIL 8, 2019

Any customer responding 0-6 on the sliding scale is considered a Detractor. Customers providing a score of 7 to 8 are considered Passives, and persons with scores of 9 or 10 are considered Promoters (see below for reference). . Most of the time, the math is done for you by the customer feedback solution. NPS by industry.

NPS 247

NPS Net Promoter Score Reference Metrics 247

InMoment XI

JANUARY 30, 2024

Look at Customer References Another crucial aspect of selecting a CXM platform is examining customer references. Customer references provide a firsthand account of the platform’s performance in diverse business environments, aiding you in making a decision that aligns with your unique requirements.

Customer Experience Management 221

Customer Experience Management Customer Experience Management Roadmap 221

InMoment XI

FEBRUARY 8, 2022

The term “ customer experience (CX) program ” refers to an immensely broad concept. But at the same time, a “customer experience program” encompasses countless daily actions and processes. How do you keep track of all your efforts? And what do you need to do to keep them going?

Government 243

Government White Paper Customer Experience Reference 243

InMoment XI

JUNE 28, 2022

The firm launched more transaction-based listening programs to gather real-time customer feedback and serve as the collective core of its updated CX program. Within 18 months, the firm expanded the number of products/services per customer household by 16 percent, resulting in a 4 percent increase in loan share of wallet.

Financial 221

Financial Brands Customer Experience Reference 221

InMoment XI

JANUARY 25, 2024

While the Magic Quadrant serves as a useful reference point, it should be complemented with ongoing research, customer references, and a broader set of data points for a comprehensive decision-making process. References * Gartner, [link] , as of January 22,2024. and/or its affiliates in the U.S.

Reference 195

Reference Roadmap Innovation Technology 195

ShepHyken

DECEMBER 29, 2024

The list is really a reminder of the type of person we want to engage with our customers. Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee.

Article 74

Article 2025 Customer Service 2024 74

ShepHyken

FEBRUARY 16, 2025

We kick off this weeks Top Five with an article about loving on your customers. The author has taken the romantic holiday for personal relationships and shared how it can work in the business world for customers. I refer to this as corporate love. And it works for employees, too!) This article will get you thinking about it.

2025 80

2025 Article Customer Service Loyalty Programs 80

GetFeedback

JUNE 16, 2019

This way, you tailor the questionnaire to each individual customer and get the most meaningful answers. Always tell your customers how long the questionnaire will take. This lets them know what to expect and can be a helpful reference point. This can get more customers through the finish line. Design it well .

Reference 276

Reference Feedback Customer Expectations Blog 276

InMoment XI

JUNE 22, 2022

Effective customer interaction is super dependent on speaking your audience’s language. This doesn’t just refer to the words and terms you use in your emails, even though that is obviously also extremely important. No, we’re referring to your “voice” here – where you pitch the subject line on the “familiarity” spectrum.

Net Promoter Score 195

Net Promoter Score NPS Reference Feedback 195

CSM Magazine

MARCH 27, 2025

Keep It Relevant: Ensure your messages add value to the customer’s life by addressing their needs, pain points, or preferences. Be Personal: Use the customers name and refer to their past interactions (if applicable) to create a personalized experience.

Social Media 52

Social Media Omnichannel Communication Customers 52

CX Accelerator

JULY 22, 2019

Alternatively, a more cost-effective VOC approach is to deliver web-based surveys through email, chat sessions, or text messages. And by using software tools, companies can send these surveys out to specific customers based on call type, call queue, call length, customer campaign, and other considerations. ,,, Creating a Web-Based VOC Survey.

Contact Center 182

Contact Center Net Promoter Score Effort Score NPS 182

CX Accelerator

JULY 22, 2019

Alternatively, a more cost-effective VOC approach is to deliver web-based surveys through email, chat sessions, or text messages. And by using software tools, companies can send these surveys out to specific customers based on call type, call queue, call length, customer campaign, and other considerations.

Contact Center 174

Contact Center Net Promoter Score Effort Score Customer Satisfaction 174

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. How exactly do you do this?

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

Retently

JULY 8, 2024

It’s a survey of feelings NPS cannot be considered a quantifiable metric since it calculates how many users are “likely to refer your brand”, not how many users “actually referred your brand”. As we’ve mentioned above , you can solve this problem by segmenting your customers based on their job titles.

Net Promoter Score 148

Net Promoter Score NPS Metrics Reference 148

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

GetFeedback

MAY 24, 2019

Reviewing NPS responses also reveals opportunities to follow up with customers based on their status as detractors, passives, or advocates. Following up with detractors can mean righting a wrong and changing a customer’s opinion on the company. Connecting with passives can turn them into promoters.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

SurveySensum

NOVEMBER 1, 2024

This loyalty builds a strong reputation that’s hard for others to chip away at, and loyal customers often spread the word, bringing in new faces organically. However, you have a loyal customer base that can help your brand sail through economic ups and downs, making you stronger when the times get tough.

Loyalty 52

Loyalty Customer Relationships Brands Sales 52

InMoment XI

JULY 16, 2024

This immediate engagement not only resolves the issue but also showcases the brand’s commitment to customer service. Companies like Zappos are well-known for their rapid and effective customer service responses on social media, which have helped build a loyal customer base.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

This immediate engagement not only resolves the issue but also showcases the brand’s commitment to customer service. Companies like Zappos are well-known for their rapid and effective customer service responses on social media, which have helped build a loyal customer base.

Management 195

Management Social Media Hotels Airlines 195

BirdEye

MAY 16, 2023

What products are they interested in, and can they refer other people in their circle? For example, “Refer a friend within the next seven days and get a free gift.” When to use a referral email program While an email can help leverage your customer base and expand your market, it may not suit all scenarios.

Reference 98

Reference Return on Investment Loyalty Fashion 98

CSM Magazine

DECEMBER 6, 2024

Benefits of Gamification for Attracting Customers Gamification is more than just a fad; it’s a strategic way to attract and retain customers based on solid behavioural principles. Payment apps commonly apply this principle when offering cashback and discounts for referring friends or completing KYC processes.

Marketing 52

Marketing Social Media Entertainment Reference 52

Retently

MARCH 11, 2025

Personalized responses Instead of generic answers, they should reference past orders, browsing history, and previous interactions. Predictive support Via automation workflows, you can proactively assist customers before they even reach out, like notifying them if a package is delayed.

Management 115

Management Customer Experience Roadmap NPS 115

Kayako

AUGUST 12, 2022

As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions. It doesn’t make the customer feel very special, does it? American Express refers to this as humanizing interactions.

Customer Service 117

Customer Service E Commerce Effort Score E-support 117

Optimove

MARCH 6, 2025

Additionally, integrating rewards, gamification, and emotional brand connections enhances customer loyalty and keeps shoppers engaged over time. This loyalty significantly impacts sales, as repeat customers tend to spend more and remain an active customer for a longer period of time.

Retail 59

Retail Loyalty Loyalty Programs Omnichannel 59

Customer Bliss

MARCH 30, 2016

You can learn about the different types of listening in virtually any of my books , but here’s a breakdown for those just coming into these concepts: Unaided or volunteer listening: This refers to companies who optimize feedback customers give as they interact with the brand.

Social Media 195

Social Media Leadership Customers Brands 195

InMoment XI

JANUARY 12, 2024

What is Conversation Intelligence Conversation intelligence refers to the ability to understand, analyze, and optimize human conversations, particularly in the context of business interactions. By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives. The references they provide should back this up.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

CSM Magazine

DECEMBER 4, 2024

For example, a frustrated eSports player might be impressed if a support member references a recent tournament or suggests popular skins based on trends. Boosted Revenue : Great service encourages repeat purchases of skins and related merchandise, enhancing overall sales performance.

Customer Service 52

Customer Service Exceptional Customer Service Social Media Loyalty 52

TechSee

MARCH 1, 2021

Whether it’s virtual assistants for self-service, auto-prompted next-best-actions, or AI-assisted product recommendations, today’s digital-first approach is setting the scene for customer service organizations to shift from being such a cost center. When he’s not to profit centers. Intent prediction. Visual assistance.

Sales 124

Sales Technology Customer Service Contact Center 124

ShepHyken

DECEMBER 31, 2021

That’s why 83% of experts agree it’s far more beneficial (and cost-effective) to keep an existing customer happy than to gain a new one. . What is Customer Retention? Customer retention refers to a company’s ability to create loyal repeat customers. 5 Customer Service Strategies That Improve Retention.

Customer Service 139

Customer Service Customer Retention Customer Service Strategies B2C 139

ShepHyken

MARCH 17, 2020

They discuss four strategies companies can use to achieve consistent and sustained growth in customer value, NPS (Net Promoter Score), customer feedback and company culture. The most important objective for any business should be to grow the value of its customer base.

Net Promoter Score 113

Net Promoter Score NPS Loyalty Culture 113

CSM Magazine

JANUARY 15, 2025

Personalize the Communication To keep customers engaged, start with clear, personalized communication. Tailor your messages to each customers needs, not just generic copy-paste replies. For optimal results, we suggest using data from past interactions as a reference point for future communications.

White Paper 52

White Paper Communication Interaction Customers 52

Retently

JULY 16, 2024

Let’s get into some detail: Population size It refers to the total number of customers who can take the survey. Response rate This is the percentage of customers who actually complete the survey out of those invited. Here’s why: Not all customers are the same.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction Metrics 148