eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

InMoment XI

NOVEMBER 21, 2024

As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty. Voice of Customer analysis is a useful system for accomplishing this goal. What Is Voice of Customer Analysis? Voice of Customer (VoC) refers to customer feedback on a business and its offerings.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

NOVEMBER 18, 2024

By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability. Improved Customer Retention It is no secret that retaining customers is more cost-effective than acquiring new ones.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

OCTOBER 30, 2024

Insurance companies that can successfully provide seamless experiences will likely come out on top with a base of satisfied and loyal customers. There are various types of customer experiences in the insurance sector. They expect fast claims processing and personalized health management.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

DECEMBER 10, 2024

Customers may leave due to product dissatisfaction, poor service quality, high pricing, or simply because a competitor offers more value. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Addressing these drivers allows you to enhance satisfaction, loyalty, and retention.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Happy or Not

DECEMBER 9, 2024

At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones.

Customer Retention 36

Customer Retention Feedback Loyalty Customers 36

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

MAY 2, 2024

To manage your reputation and actively use customer feedback in your business operations, you need to implement strategies that are efficient, effective, and scalable. Customers expect you to respond to their reviews. This helps in prioritizing and addressing negative feedback promptly.

Retail 195

Retail Customer Retention Management 2024 195

InMoment XI

MAY 3, 2022

Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high. And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers.

Insurance 370

Insurance Return on Investment Voice of Customer ROI 370

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Introduce loyalty programs to reward long-term customers for their continued use of your banking services.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

NOVEMBER 7, 2024

Automation The automation pillar of customer experience automation refers to tactically scheduling, triggering, and handling responses based on customer interactions. This allows your brand to keep up with customer expectations 24/7. These touchpoints could include onboarding, feedback requests, or follow-ups.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 453

Customer Experience Customer Centricity Net Promoter Score Government 453

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Metrics Net Promoter Score Loyalty Programs 52

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. In fact, a survey by Brightback found that 97% of companies are prioritizing retention, proof of just how seriously businesses are taking this issue. These might seem like basic questions, but the answers are important. .

Customer Retention 150

Customer Retention Net Promoter Score Omnichannel 2002 150

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

GetFeedback

MAY 9, 2019

If you’re more of a facts person, here are some selling points: Poor customer experience is costing U.S. customers say CX is the key factor in their purchasing decision. ( 95% of customers have taken action as a result of one bad experience. Why do companies struggle to meet customer expectations? companies $136.8

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes.

Management 115

Management Customer Experience Roadmap NPS 115

Optimove

FEBRUARY 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: The holiday season is critical for retailers as it often brings a surge in sales driven by new and one-time shoppers. Learn more about automated customer retention here. #6.

Customer Retention 52

Customer Retention Loyalty Programs Download Loyalty 52

InMoment XI

MAY 10, 2022

Many studies show that repeat customers are likely to purchase more frequently, spend more money, and pay a premium for a product. In addition to generating more income from their own purchases, loyal customers are more likely to refer new customers to the brand, furthering the cycle of customer retention.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

ReviewTrackers

MARCH 31, 2021

Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. According to Hubspot, the insurance industry is tied for the third-highest customer acquisition cost at $303.

Insurance 123

Insurance Customer Retention 2017 Transportation 123

SurveySensum

OCTOBER 17, 2024

73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! This is where customer feedback analytics solutions come in. It helps you decode the true potential of customer data and open up new growth avenues.

Feedback 52

Feedback Social Media Omnichannel Customer Retention 52

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

GetFeedback

DECEMBER 11, 2018

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits. Never seen a CES survey before?

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Gap Between Customer Expectations and Product Performance.

Customer Retention 94

Customer Retention E-support Customers Customer Expectations 94

GetFeedback

AUGUST 14, 2019

What messages are you sending about the experience your customers can expect with your brand? What expectations do your customers have? . It’s easy to tell ourselves stories about what we believe our customers expect, but the best way to find out is to listen to what they are sharing.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Happy or Not

NOVEMBER 20, 2024

The possibility of collecting customer feedback is one of the most valuable tools for businesses aiming to enhance their user experience (UX) and improve customer satisfaction. Why is customer feedback important? Understanding what makes customers happy (or unhappy) is important in customer feedback.

User Experience 36

User Experience Customer Satisfaction Feedback Social Media 36

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. The company’s ability to quickly implement feedback and improve its products is a testament to its robust research and development infrastructure. All data are publicly available.

E-support 507

E-support Innovation Customer Centricity Loyalty 507

Happy or Not

APRIL 1, 2025

In a recent episode of The Intuitive Customer podcast, Tim Waterton, Chief Revenue Officer at HappyOrNot, shared invaluable insights into efficiently collecting customer feedback and using it to create a real-time solution. click to visit & listen) Why is real-time customer feedback important for business growth?

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

SurveySensum

DECEMBER 2, 2024

While Confirmit (now Forsta) may be popular, it’s often cited as complex and costly, which limits the ability of many brands to be as adaptable as they need to be in response to changing customer expectations. You may find it difficult to customize the surveys or feedback tools how you want them.

Feedback 52

Feedback 2025 2024 Multi-Channel 52

InMoment XI

NOVEMBER 20, 2023

It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers. 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.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

Experience Investigators by 360Connext

APRIL 23, 2024

CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy. Often, CRM systems are the tools used to track important customer data and feedback metrics.) However, feedback alone cannot direct a strategy. Understand the organization’s needs, goals, and desired outcomes.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Think Customers

APRIL 10, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities. reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ).

B2B 52

B2B Net Promoter Score Effort Score Financial 52

Retently

MARCH 17, 2025

Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Identifies patterns & recurring pain points in customer feedback. Customer Sentiment by Region : Are certain locations experiencing more shipping or fulfillment-related complaints?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

InMoment XI

SEPTEMBER 5, 2024

Understanding customer pain points and desires can guide the development of new products or features that address unmet needs, giving companies a competitive advantage. Essentially, once fortified with this extensive and comprehensive data, CX leaders can: Discover why feedback scores, such as net promoter scores are not up to par.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

CloudCherry

MARCH 15, 2018

Given what’s happening in the market, it is crucial for telecom brands to not go out all guns blazing and pump millions of cash into advertising and marketing to attract new customers. Customer retention is, therefore, the most pragmatic solution to tackle customer churn. Customer retention over acquisition any day!

Wireless 210

Wireless Customer Retention 2016 Call Center 210

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Insights Feedback E-support 62