InMoment XI

OCTOBER 29, 2024

Customers are loyal to experiences that save their time, make them feel valued, and satisfy their needs. The following aspects contribute to experiences that drive loyalty: Consistency : Customers expect reliable service and product quality whenever they interact with your business. Build A Community Around Your Offerings.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

NOVEMBER 21, 2024

The next step is identifying patterns in this data to help you better understand your customers. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. For example, this analysis can reveal why a customer canceled their subscription to your service.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? To capitalize on those behaviors, you need to be able to perform customer behavior analysis. By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

NOVEMBER 4, 2024

Manipulating Social Media Indicators : Purchasing fake social media likes, followers, or views to falsely inflate a company’s reputation is also prohibited. And because 53% of customers expect businesses to respond to negative reviews within a week, it’s important for businesses to respond in a timely manner.

Social Media 195

Social Media 2024 Financial Consumers 195

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 378

Customer Experience Social Media 2024 B2B 378

GetFeedback

MAY 17, 2018

When live chat agents handle 310 chats a month, 85% satisfaction rating. But reduce their workload to 50 chats a month and customer satisfaction jumps up significantly to 96%. Hire more staff to accommodate the influx of tickets, and measure Customer Effort Score (CES) to identify the sources of friction. Read the guide.

Customer Satisfaction 207

Customer Satisfaction Effort Score Social Media Customers 207

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. Why is Asking the Right Customer Feedback Questions Important? Here are a few questions for inspiration: 13.

Feedback 195

Feedback Insights Customers Banking 195

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

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. Your brand needs to deliver on all fronts in order to create a memorable experience for these customers. Let’s get into the details.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

CSM Magazine

MARCH 13, 2025

How do you know your customers are truly satisfied? Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

Thematic

FEBRUARY 12, 2025

Is your business on social media? Then you’ve probably seen how one viral tweet, a trending hashtag, or a wave of customer complaints can shift public perception overnight. In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation.

Social Media 62

Social Media Insights Feedback Brands 62

InMoment XI

NOVEMBER 13, 2024

Involuntary churn occurs against the customer’s will. It doesn’t represent a problem with customer satisfaction, but it indicates that you could improve your payment processor or methods. Why is Customer Churn Prediction Important? Predicting churn in any form is key to customer retention and satisfaction.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 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 422

Customer Experience Customer Centricity Net Promoter Score Government 422

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. ”—offers a narrow and momentary transactional perspective on customer sentiment.

NPS 424

NPS Feedback Net Promoter Score B2C 424

GetFeedback

DECEMBER 21, 2018

Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. Churn is closely tied to customer satisfaction , and for obvious reasons. Faced with poor customer service, 20% of consumers would complain publicly via social media. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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

eglobalis

AUGUST 19, 2024

The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business Share on X Alternatives to NPS Customer Satisfaction Score (CSAT) measures customer satisfaction with specific interactions, providing more immediate and actionable feedback than NPS.

NPS 393

NPS Net Promoter Score Metrics 2025 393

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. As a result, youll succeed in retaining and acquiring customers to increase your market share.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. AI analyzes customer comments and finds that complaints center on confusing discount codes.

NPS 118

NPS E Commerce Effort Score Metrics 118

InMoment XI

JULY 16, 2024

Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results.

Management 195

Management Social Media Hotels Airlines 195

GetFeedback

JANUARY 19, 2020

Response rates of 10% or less are common for general customer satisfaction surveys , leaving CX leaders to wonder: What do all those other customers think? Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score).

Management 115

Management Customer Experience Roadmap NPS 115

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. This loop keeps businesses in tune with customer expectations and addresses emerging issues promptly.

User Experience 36

User Experience Customer Satisfaction Feedback Social Media 36

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Shopping online is more than just convenient – it’s the new normal.

Retail 144

Retail Social Media Technology Brands 144

Experience Investigators by 360Connext

FEBRUARY 18, 2025

CX and Profitability: The Connection You Can’t Ignore A strong customer experience strategy ties the right measurements, efforts, and outcomes with business success. One key step in bridging the gap between CX and business revenue is to identify the most critical moments in the customer journey and eliminate friction.

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143

GetFeedback

MAY 13, 2019

Building a cross-functional voice of customer program will give your customers a greater presence within your decision-making process and help create positive experiences, generate more referrals, and overall improve your customer satisfaction. Raw customer comments and sentiment. Social media posts.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Thematic

FEBRUARY 24, 2025

Personalize experiences and address customer pain points. We’ll dive into 10 customer insights strategies for better customer satisfaction. Key Takeaway Acting on customer experience insights is key to improving satisfaction and retention. Align teams and predictive analytics to anticipate needs.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

InMoment XI

OCTOBER 19, 2023

Contact centers are the beating heart of customer service operations, and is often considered as part of customer services best practices. They serve as centralized hubs where businesses manage customer interactions. The primary goal of a contact center is to ensure that customers receive timely and effective support.

Contact Center 273

Contact Center Customer Service Omnichannel Social Media 273

Experience Investigators by 360Connext

OCTOBER 27, 2020

Can provide qualitative, emotional feedback to add to the overall quantitative feedback of the customer’s experience. Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

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

Very Best Service

FEBRUARY 8, 2025

In today's digital age, social media has become a pivotal platform for customer engagement and support. Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond. What does their interaction look like?

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

InMoment XI

NOVEMBER 20, 2023

By processing vast amounts of unstructured data, such as social media interactions and customer reviews, AI extracts valuable information that can be used to tailor products, services, and marketing campaigns to meet the evolving needs of the customer base.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

InMoment XI

OCTOBER 12, 2023

They should be strategies that deliver the seamless, convenient, and efficient interactions with brands that customers expect. Omnichannel Contact Center Solutions Benefit #1: Enhanced Customer Engagement Omnichannel contact center solutions empower businesses to engage with customers on their terms.

Contact Center 195

Contact Center Omnichannel Customer Experience Social Media 195

Happy or Not

NOVEMBER 6, 2024

Collecting and understanding customer feedback is vital for companies to prioritize improvement and measure customer satisfaction. Collecting feedback through various methods and channels is crucial to enhance customer loyalty and satisfaction.

Customer Satisfaction 36

Customer Satisfaction Feedback Net Promoter Score Loyalty 36

InMoment XI

JUNE 13, 2024

In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback , social media, emails, and internal documents. They could implement text mining to enhance operations and improve customer satisfaction.

Social Media 195

Social Media Document Contact Center Insights 195