InMoment XI

NOVEMBER 21, 2024

Here are a few reasons why it’s a powerful tool for brands: It helps improve customer satisfaction. For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs. VoC insights help businesses make data-driven decisions for customer experience (CX) improvements.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

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

InMoment XI

DECEMBER 3, 2024

A team can leverage the following six competencies, or customer experience management skills, to complete each stage: Lead: Key skills include strategy and governance to build, align, and sustain successful CX programs. Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

CSM Magazine

MARCH 13, 2025

In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success. The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Revenue growth starts with happy customers.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

InMoment XI

OCTOBER 29, 2024

Net Promoter Score (NPS) Customer churn rate Customer retention rate Social media engagement Customer Loyalty Index (CLI) Customer Satisfaction Score (CSAT) Loyalty is easy to understand, but how do you quantify it? Some businesses measure loyalty by looking at how many customers they have retained.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. Empowered agents offer real solutions that align with the customers needs, leading to higher satisfaction rates and increased sales.

Call Center 195

Call Center Contact Center Social Media Apparel 195

InMoment XI

OCTOBER 23, 2024

With the help of advanced text analytics, Chevron FCU was able to capture actionable insights from open-ended survey responses and online comments to improve its CX efforts. Metro Bank: The UK-based retail and commercial bank has successfully transformed its customer insight program. Start by capturing customer insights.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. The contact centre is an absolute treasure trove of customer insights and has long been underutilized from a customer insights perspective. customer effort).

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Thematic

SEPTEMBER 12, 2021

doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer feedback surveys, social media conversations, call center dialogue, etc.,

Metrics 117

Metrics Feedback NPS Loyalty 117

InMoment XI

OCTOBER 26, 2022

In order to form a holistic view of your customer’s experience, you need to be able to analyze every data point you can. Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie).

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

eglobalis

JULY 31, 2024

Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics. These platforms also offer social listening capabilities to monitor customer sentiment and respond proactively.

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. What Is Customer Churn? Customer churn occurs when customers stop using your product or cancel their subscriptions.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Retently

AUGUST 13, 2024

Yet, to really understand what makes them tick, businesses turn to customer satisfaction metrics – handy tools that capture how customers feel and what you can do to make their experience even better. Combining customer satisfaction metrics can give you a well-rounded understanding of customer experience.

Insights 108

Insights Customer Insights Customer Experience NPS 108

Thematic

SEPTEMBER 1, 2021

With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. Read on to learn how to use our powerful analytics for deeper customer insights. For example, it’s useful to know the main reasons your customers are looking for support. What is chat analytics?

Customer Insights 114

Customer Insights Insights Feedback Demo 114

Retently

JANUARY 13, 2025

Trust us your customers (and your bottom line) will thank you! Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. How Does CES Compare to Other Metrics? Next, lets dive into the tools that can help you measure and act on this critical metric!

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

GetFeedback

MAY 23, 2019

NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . In essence, VoC gives your customers a voice within your organization. . NPS so you can use them effectively to drive more revenue through happier customers.

NPS 308

NPS Net Promoter Score CEM Metrics 308

InMoment XI

NOVEMBER 26, 2024

When you have the goals and actions outlined, you can position your organization to be prepared to meet customer needs. Step 5: Understand Customer Sentiment While customer sentiment is usually a metric reserved for consumers who have already become customers, it can be useful in creating a customer journey map.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Experience Investigators by 360Connext

JANUARY 28, 2020

If Net Promoter Score (NPS) is your metric, then get to know where you stand and where you’ve been. Of course, it’s not just one metric. It’s a combination of metrics, measurements and moments. Related: How to Improve Customer Service Training with Simple Metrics. How will you measure success?

2020 250

2020 Net Promoter Score ROI Metrics 250

GetFeedback

DECEMBER 26, 2018

This score indicates how satisfied or dissatisfied customers are with a particular service, interaction, procedure, or product—whatever the survey is measuring. Any time you want customer insight into one of the following areas, you can use a CSAT survey: Customer support interactions. Customer onboarding.

Customer Satisfaction 286

Customer Satisfaction Measurement Net Promoter Score Feedback 286

GetFeedback

MAY 24, 2019

Net Promoter Score (NPS) is one of the most popular metrics being used in business today. In order to truly understand this metric, these common NPS myths should be debunked. . When it’s not deployed correctly, only used as a vanity metric, or not leveraged properly, NPS won’t be very useful. Myth #3: NPS is a product metric.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. The contact centre is an absolute treasure trove of customer insights and has long been underutilized from a customer insights perspective. customer effort).

Customer Experience 221

Customer Experience Social Media Call Center Metrics 221

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

Kerry Bodine

MAY 3, 2019

Use a mix of methods — and a mix of quantitative and qualitative data — to get the richest insights about your customers’ needs and expectations. But ensure that both NPS and journey analytics are part of your customer insights program.

NPS 26

NPS Customer Insights Insights Net Promoter Score 26

CloudCherry

JANUARY 22, 2018

As much as accuracy and speed of customer insights are critical in creating great experiences, so is the nature of insights. So, if the insights you generate aren’t future-looking, your CX strategies might soon turn obsolete. How does improving online website experience influence customer repeat purchase?

Financial 231

Financial Loyalty Insights Definition 231

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. What is Customer Experience Analytics? It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

OCTOBER 4, 2023

We think of integrated CX as the process of creating an omnichannel customer experience through three key steps: capturing integrated signals, creating integrated insights, and taking integrated actions. Don’t get me wrong, metrics matter, but solely focusing on score management can lead to program stagnation.

Blog 418

Blog Customer Experience Net Promoter Score Financial 418

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.

B2B 378

B2B Customer Experience Customer Centricity Omnichannel 378

Thematic

MARCH 30, 2025

Those moments don’t happen by accident; they happen because businesses use customer insights to personalize customer interactions and optimize workflows. Let’s explore eight ways these insights can take customer service from reactive to proactive.

Information 62

Information Insights Customer Service Airlines 62

CloudCherry

AUGUST 13, 2019

After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback. And many companies have forged ahead with voice of the customer (VoC) programs, too. Yes, metrics are a crucial element of every successful CX program. Metrics matter.

Insights 218

Insights Net Promoter Score Metrics NPS 218

ShepHyken

MARCH 10, 2025

.” “You’re not using technology effectively if you’re only focusing on surface-level operational metrics. Dive deeper to understand why your users are dissatisfied, identify the root causes, and collaborate with your product team to make impactful changes that enhance customer experience and reduce churn.”

Customer Expectations 78

Customer Expectations Net Promoter Score 2023 Customer Satisfaction 78

InteractionMetrics

MARCH 13, 2025

If you want to improve customer experience, you need more than just emotional data. You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action. That’s where Interaction Metrics steps in.

Customer Experience 52

Customer Experience Customer Satisfaction Social Media Metrics 52

kommunicate

NOVEMBER 15, 2022

Its powerful analytics and reporting modules help businesses gain actionable customer insights through metrics and attributes for Zendesk chat. But what are metrics and attributes in Zendesk chat? Metrics are measurable values, like [.]. The post What are Metrics and Attributes used for in Zendesk Chat?

Metrics 17

Metrics 2022 Blog Measurement 17