eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. When an insight is identified (e.g.,

Banking 320

Banking NPS B2B Social Media 320

eglobalis

SEPTEMBER 16, 2024

Additionally, creating feedback loops where customers can voice concerns and suggestions allows companies to continuously improve their CX offerings. Systems like VOC and companies such as Sandsiv help provide real-time customer insights. based health insurance provider, faced inefficiencies in its customer onboarding process.

B2B 375

B2B Customer Experience Customer Centricity Omnichannel 375

CCO Council

JUNE 3, 2014

Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to communicate with employees, customers, and other stakeholders. Chief Customer Officer Customer Engagement Customer Insight Customer Loyalty Customer Retention'

Customer Engagement 81

Customer Engagement Engagement Chief Customer Officer Customer Retention 81

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

CloudCherry

FEBRUARY 26, 2019

More firms choose to adopt analytics to increase customer acquisition: ‘Increasing customer acquisition and targeting’ is the top driver that encourages organizations to adopt measurement and analytics, with 57% of respondents opting for it. Customer Analytics and its diverse applications.

2018 256

2018 2014 Measurement Retail 256

Optimove

JULY 31, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: In this blog post, gain insights from expert marketers about five pillars to create effective strategies that boost customer retention. Cookies also reveal triggers and rewards that reflect preferences and drive actions.

Customer Retention 59

Customer Retention Marketing Sports Entertainment 59

Gainsight

JANUARY 10, 2025

Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. AI: From Experimentation to Essential For years, AI in Customer Success was experimental. Gainsight customer Launch Potato , for example, saved 25% of their CSMs time with AI.

2025 52

2025 B2B 2024 Chief Customer Officer 52

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Happy or Not

DECEMBER 17, 2024

The goals may include improving customer satisfaction , enhancing customer loyalty, reducing customer churn, and increasing customer lifetime value. A clear understanding of these objectives helps your customer success team focus on what needs to be achieved and what metrics to track.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Loyalty 36

InMoment XI

MARCH 21, 2025

Based on this insight, the team revises its sales pitch to clearly lay out whats offered in each package and what customers can expect if they sign up. Plus, the process takes a lot of time, which doesnt cut it in the world of constantly evolving customer needs. Luckily, customer insights teams can always use CI.

Insights 195

Insights Sales Interaction Metrics 195

SurveySensum

AUGUST 21, 2023

However, the good news is that some have managed to double their revenue through effective customer retention strategies. In SaaS businesses, subscription deals are offered where customers pay either monthly or yearly to use their software. In such a scenario, retaining existing customers becomes even more challenging.

Customer Retention 52

Customer Retention B2B NPS Demo 52

Retently

MARCH 17, 2025

Tracks how customer sentiment, retention, and support efficiency have evolved over time. Looks at macro-level insights beyond support tickets: Has the perception of our brand improved or declined? customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

SurveySensum

MARCH 21, 2025

Segment customers based on NPS scores : Identify promoters, passives, and detractors in your HubSpot CRM. Trigger personalized follow-ups : Automate responses based on customer feedback. Enhance customer retention efforts : Address negative feedback before customers churn. Free Trial for HubSpot Integration?

NPS 52

NPS 2024 2025 Demo 52

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Now, the next hurdle is finding the apt tool or software to help with retention. And that’s probably why you are here, right?

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

Gainsight

MARCH 19, 2025

Strategies for keeping communities relevant highlight how active management helps you stay attuned to what your customers value today, not what you assumed they’d want when the community launched months ago. Rich Customer Insights. Communities offer a goldmine of customer data. Increased Brand Loyalty.

Management 52

Management Customer Retention Loyalty Demo 52

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

InMoment XI

FEBRUARY 5, 2024

Businesses with more positive reviews are likely to appear higher in local search results, increasing their visibility to potential customers. Customer Engagement: Responding to reviews, both positive and negative, allows businesses to engage with their customers.

Competitive Advantage 195

Competitive Advantage 2024 Consumers Feedback 195

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? Customer engagement is successful to the degree that the rest of the company empowers its success.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Gainsight

DECEMBER 14, 2020

So even one negative experience could cause a customer to leave and never return. At scale, this could cost your business its customer retention rate. This means that now, more than ever, is the time for companies to evaluate and optimize customer journeys to keep their customers engaged and happy.

Customer Engagement 52

Customer Engagement Engagement NPS Customer Journey 52

GetFeedback

DECEMBER 27, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. As you incorporate these tips into your online survey strategy, you should see higher completion rates and better customer insights. What drives customer satisfaction ? What issues are damaging your retention rate ?

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Happy or Not

APRIL 1, 2025

However, without a proper customer feedback strategy, companies risk missing out on valuable feedback that could help them refine their customer engagement techniques and improve customer loyalty strategies. What is survey fatigue, and why do customers avoid long surveys?

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

BirdEye

MARCH 3, 2025

For businesses, this approach increases engagement, improves the customer journey, boosts conversions, and builds stronger brand affinity, leading to higher sales and long-term customer retention. Customer-centric: Prioritizes understanding and serving the customer, ensuring a seamless experience.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

BirdEye

MARCH 3, 2025

For businesses, this approach increases engagement, improves the customer journey, boosts conversions, and builds stronger brand affinity, leading to higher sales and long-term customer retention. Customer-centric: Prioritizes understanding and serving the customer, ensuring a seamless experience.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

Calabrio

MARCH 25, 2025

Today’s market leaders needand many are already relying onstrategies to engage more effectively with their audiences in a two-way dialogue. Are you able to understand what your customers are telling you? Can you use these customer insights to improve their experiences and deliver what they really want?

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

Kustomer

OCTOBER 14, 2020

We all know that consumer relations are an important area for businesses to gain a competitive advantage, improve employee and customer engagement and, perhaps most importantly, retain loyal customers. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%.

Customer Service Strategies 94

Customer Service Strategies Customer Service Competitive Advantage 2020 94

Thematic

SEPTEMBER 12, 2021

But if you can find ways to improve your CX metrics such as customer satisfaction scores, you can retain and even grow revenue. A two-year study from fintech company Bumped found customer retention efforts boost revenue by an average of 40%. Deeper insight into customer needs, goals and challenges.

Metrics 117

Metrics Feedback NPS Loyalty 117

CCO Council

NOVEMBER 2, 2017

Customers with the best experience generate 140% more revenue. Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? How are you demonstrating the ROI of your customer initiatives and CX programs to your CEO?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Kustomer

SEPTEMBER 1, 2022

Consumer relations are an important area in which businesses can gain a competitive advantage, improve employee and customer engagement, and, perhaps most importantly, retain loyal customers. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%.

Customer Service Strategies 85

Customer Service Strategies Customer Service Consumers Competitive Advantage 85

CSM Magazine

JANUARY 30, 2024

Laura Reynolds and Mark Anderson offer compelling viewpoints that highlight the evolving landscape of customer-centric practices. Dr. Reynolds, a leading researcher in customer satisfaction, emphasizes the shift towards proactive customer engagement as a distinguishing feature of customer-focused companies.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences. Provide strategic guidance and recommendations to optimize customer outcomes.

Customer Success 52

Customer Success Insurance Culture Workshop 52

Comm100

APRIL 10, 2024

With proper application, this integration: Provides a greater customer experience Delivers a personalized service that can boost customer retention rates Reduces staff burnout Another key benefit of using AI in customer service is the ability to better understand and predict the needs of the customer to address their concerns almost instantaneously.

Customer Service 105

Customer Service Customers Social Media Customer Satisfaction 105

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. However, customers say that most companies fall short when it comes to meeting their expectations.

Customer Experience 88

Customer Experience Social Media 2020 Customers 88

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

Retently

MARCH 18, 2024

Service survey questions effectively uncover customer expectations, allowing businesses to assess whether they are successfully meeting these benchmarks. Moreover, engaging customers directly for their feedback confirms that their input is valued, which can lead to improved loyalty and higher customer retention rates.

Customer Service 119

Customer Service Net Promoter Score Customer Service Representative NPS 119

Beyond Philosophy

DECEMBER 23, 2015

CCOs must understand marketing, sales, service, brand perceptions, and operations, of course, but their principal goal should be to deepen relationships, establish greater levels of trust, and build stronger customer loyalty behavior. Customer Insight, Data and Action Generation.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

CSM Magazine

AUGUST 13, 2024

This can be used to tailored messages and offers that resonate with individual customers. Improved Customer Insights With customer data platforms (CDPs), you can gather and analyze customer data from different sources. This instant interaction is key to maintaining customer trust and loyalty.

Management 52

Management Multi-Channel Loyalty Programs Customer Relationship Management 52