InMoment XI

JANUARY 4, 2024

Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Implement personalized product recommendations, targeted promotions, and customized content based on individual preferences and past interactions.

Retail 195

Retail Customer Experience Social Media NPS 195

Retently

OCTOBER 23, 2024

This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty. Stores can use various types of surveys to collect experience data, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.

Retail 109

Retail NPS Touchpoint Feedback 109

Happy or Not

DECEMBER 17, 2024

Utilize analytical tools to make sense of your customer data and VOC feedback. Customer insights from this analysis can help you enhance the customer journey , improve customer experience, and create a loyalty strategy that resonates with your audience.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Loyalty 36

Experience Matters

DECEMBER 15, 2015

Effort Metric Expanding. Every interaction has three components: Success, Effort, and Emotion. Companies have started to use versions of an “effort” score as a key CX metric, because it provides a good mechanism for identifying areas of improvement. Speech Analytics Piloting.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Retently

SEPTEMBER 3, 2024

Capturing Key Insights: How We Use Retently Across Customer Lifecycle Stages Using CX surveys effectively goes beyond a one-time effort—it’s about collecting and acting on feedback throughout the customer journey. Onboarding isn’t a one-time event—it’s an ongoing process as new team members come and go.

B2B 152

B2B NPS Demo Feedback 152

delighted

NOVEMBER 30, 2021

You can then analyze and act on that customer feedback to improve or optimize an individual touchpoint or series of touchpoints based on the verbatim customer insights. You can also use Delighted Customer Satisfaction (CSAT) surveys to ask customers about their satisfaction with a product or service they purchased.

Touchpoint 87

Touchpoint Net Promoter Score Customer Journey Mapping Social Media 87

Ann Michaels and Associates

JULY 26, 2024

Gather and Act on Customer Feedback: Regularly collect feedback through surveys, reviews, and social media. Analyze the feedback and make necessary changes to products, services, and processes based on customer insights. Make it easy for customers to find information, make purchases, and receive support.

Loyalty 52

Loyalty Net Promoter Score Social Media Customer Journey Mapping 52

ClearAction

AUGUST 6, 2019

They’re using customer journey insights to help the whole company align with customers, as described in my last article, Marketing’s Role in Employee & Customer Experience Journeys. Generating & Using Customer Insights. Analyzing Customer Insights.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

ChurnZero

DECEMBER 15, 2021

Customer Success should ripple out from the Customer Success team through other departments. Customer Success software is like the pebble that starts that ripple, sending customer insights throughout your organization. . Marketing teams often rely on email to reach their customers.

Sales 98

Sales Customer Success Marketing Net Promoter Score 98

Retently

MAY 2, 2023

Here customers can expand on the reasons behind the given score while their suggestions are used to boost satisfaction and improve the product itself. Example of CSAT survey CES , which stands for Customer Effort Score, is another satisfaction metric that measures how easy or difficult it is to interact with a product or service.

Customer Journey 133

Customer Journey NPS Demo Customer Satisfaction 133

Experience Matters

APRIL 7, 2015

Our consultants have helped customers to achieve successes such as: Recommendation rate driven to 94 percent, 30+ percent increase in NPS®, 90 percent renewal rate, and 96 percent low or very low Customer Effort Score. By capturing feedback in this way, our clients see up to 90% response rates.

2015 97

2015 Multi-Channel 2014 CEM 97

Gainsight

APRIL 17, 2019

Customer Effort Score. webinar promotion, event registration, feature announcement, etc.) Our internal steering committee is composed of a member from each of the following departments: CS Operations: They have deep customer insight and have access to immediate customer feedback.

Engagement 76

Engagement Webinar Document NPS 76

inQuba

APRIL 24, 2022

The CES (Customer Effort Score) emerged, measuring the ease of service experience. Reichheld presented the benefits and importance of implementing an NPS system at one of my events back in 2013 and we had a great conversation around their relative merits. We’ve seen a doubling in customer conversion!

Net Promoter Score 52

Net Promoter Score NPS 2003 2010 52

Qualtrics

DECEMBER 20, 2018

Understanding how your customers interact with your products can provide valuable insights into new opportunities to delight and retain your customers or to maximize your profits. Event feedback – Event feedback is simply capturing your customers’ experiences to make sure your event aligns to their needs and objectives.

Customer Experience 30

Customer Experience Rewards Programs NPS Effort Score 30

ChurnZero

APRIL 2, 2021

However valiant your efforts might be, the ocean (and your organization) is too big for you to make a transformative impact on your own. To spread Customer Success everywhere, you need to make a ripple. You can think of Customer Success software as the pebble that courses energy and customer insights throughout your organization.

Sales 64

Sales Customer Success Marketing Net Promoter Score 64

delighted

MARCH 9, 2021

Actively collecting customer feedback to see what’s working well and what needs improvement can provide clear direction for how you and your customer service teams can improve the customer experience over time. Routinely collect customer feedback. CSAT and CES are particularly useful because of their simplicity.

Customer Service Strategies 59

Customer Service Strategies Customer Service Social Media Net Promoter Score 59

Solvvy

AUGUST 31, 2022

You can use an additional KPI, customer effort score (CES), to learn how difficult your customers perceive interactions with your company or products. CES is typically based on answers to a straightforward customer survey, which asks for a rating from 1 for very difficult to 7 for very easy. CSAT Advantages.

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

Kustomer

SEPTEMBER 3, 2020

And at least for me Gabe, I mean, recently I’ve just been going back to the fundamentals around change management because the technology has come so far in our ability to get great customer insights and great customer data. We know our customers, the hearts and minds of our customers, better than we ever have before.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

SurveySparrow

FEBRUARY 18, 2024

It lets you have a holistic approach to gathering customer insights. Key Features Comprehensive CX Metrics: You get to use proven CX metrics such as Net Promoter Score (NPS®), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) to track customer loyalty, effort, and satisfaction in real time.

2024 52

2024 Multi-Channel E Commerce Tourism 52

delighted

SEPTEMBER 27, 2019

Deciding the best ways your team can improve customer experience is by actively collecting customer feedback to see what’s working well and what needs improvement. Gather customer experience feedback. 41% want to stay informed about current events. Are you building long-term relationships with your customers?

Customer Service Strategies 42

Customer Service Strategies Customer Service Social Media Exceptional Customer Service 42

InteractionMetrics

APRIL 10, 2025

Ideal for quick, on-the-go customer satisfaction feedback , especially after key actions (like a product purchase or feature use). Email surveys are most effective when tied to a specific event or personalized outreach. Perfect to measure customer satisfaction immediately after interactionsbut not ideal for complex survey questions.

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Feedback Metrics 40