InMoment XI

OCTOBER 30, 2024

Life insurance customer experience : Life insurance customers need clear, simple communication about policy terms. They expect personalized financial advice and a smooth application process to build trust. A positive customer experience fosters trust and satisfaction.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! These actions add a personal touch, which creates stronger customer relationships. How Do You Measure Customer Loyalty Analytics? A high NPS indicates strong loyalty.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Saying were customer-centric is not a strategy. Prioritize the onboarding and new customer experience.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

InMoment XI

JULY 14, 2022

And while they faced an immense challenge, the retail leader also saw an opportunity to emerge into a post-COVID world equipped with reliable data that would revitalize its customer experience, improve customer retention, and solidify brand loyalty. That’s when they turned to their team at InMoment. The Impact.

Feedback 397

Feedback Retail Metrics Customer Retention 397

InMoment XI

OCTOBER 24, 2024

Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. Research shows that loyal customers are 64% more likely to make more frequent purchases from your business than regular customers.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

AUGUST 13, 2024

Background on Samsung and Apple To fully understand how Samsung and Apple differentiate in customer experience, it’s essential to delve into the backgrounds of these two industry titans. Here, we provide an overview of their corporate structures, leadership, and financial performance.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

eglobalis

JUNE 27, 2024

Businesses like SurveyMonkey, Qualtrics, and SurveyGizmo provide platforms to conduct surveys tailored to specific customer journey touchpoints. Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. Samsung often does that.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

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

NOVEMBER 7, 2024

Customer Experience Automation Examples Here are some industry-specific examples of customer experience automation: E-commerce : Automated cart abandonment emails that include a personalized discount, encouraging customers to complete their purchases.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. That’s a measurement that can help make your case, but it’s not necessarily the end-goal. But, leaders, take a deep breath!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

SurveySensum

DECEMBER 4, 2024

What is NPS in Banking and Other Financial Institutions? In banking, it is crucial to gauge customer satisfaction and loyalty. Now, let’s move on to the next part, where we’ll discuss why having loyal customers is such a big deal for banks and other financial services. Measure what matters most!

Banking 52

Banking NPS Financial Net Promoter Score 52

GetFeedback

MAY 9, 2019

As it relates to your customer experience strategy, it means streamlining customer insight across the organization, providing the right technology, and ensuring every employee can confidently talk to your CX program. How do you measure the success of your CX program? . How do you measure the Voice of the Customer (VoC)?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

AUGUST 19, 2024

Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You had clear goals and knew how to measure them. Measurable. Imagine yourself a year from today.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Think Customers

APRIL 10, 2025

This means ensuring that every investment in CX improvement is linked to measurable business outcomes , gaining leadership buy-in , and ensuring every department contributes to a unified, customer-centric vision. Action Point: Develop a CX vision that directly ties into financial and operational goals (e.g.,

B2B 52

B2B Net Promoter Score Effort Score Financial 52

Kustomer

JUNE 7, 2023

The time has come for financial services organizations to move from a transactional mindset to an engaging mindset. Customers want to feel financially confident, including having trust in their financial institutions to work in their best interests, and they expect service to be streamlined and personalized.

Financial 94

Financial Banking Social Media Customer Satisfaction 94

InMoment XI

JULY 4, 2022

Customer Acquisition: This comes from supporting the brand positioning and positive word of mouth. Customer Retention: Forrester research shows that a customer who receives a positive experience is 2.7x’s likely to remain with your brand as opposed to a customer who has had a negative experience. 4: Don’t Stop.

ROI 370

ROI Return on Investment Social Media Measurement 370

Experience Investigators by 360Connext

OCTOBER 17, 2023

And yet, leadership buy-in is a critical part of customer experience success. Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. And that’s where it gets tricky.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Second to None

MARCH 18, 2021

By listening to their customers and measuring customer service standards, grocery brands can stay ahead of the curve and deliver what their customers need and want most— especially as consumer expectations and trends evolve. Measure Across All Grocery Customer Service Touchpoints.

Measurement 113

Measurement 2021 Brands Customer Experience 113

Kustomer

SEPTEMBER 1, 2023

Successful organizations today are those that prioritize providing excellent experiences for customers. For financial services organizations in particular, building trust with customers and providing them with human-first customer service makes a significant impact in garnering loyalty and repeated use of products and services.

Financial 91

Financial Omnichannel Loyalty Information 91

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

2023 98

2023 Financial Blog Customer Experience 98

customer sure

JANUARY 20, 2025

You might have the most customer-centric mission statement in the world, but it can be destroyed in a moment by a casual comment which betrays an inauthentic attitude to customers. There are two very simple measures you can introduce to help. Discover how to measure the ROI of CX in our webinars and guides.

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

InMoment XI

APRIL 9, 2025

The ability to forecast revenue streams allows businesses to maintain financial stability. Accurate sales forecasts signal strong financial health, which helps secure investor interest and funding. As a result, you will boost customer retention and your market share. It strengthens sales strategies.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

Thematic

MARCH 20, 2025

Who needs access to insights—product teams, marketing, customer service, leadership? Set measurable goals. Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. Continuously Improve the Framework Customer needs evolve—your customer insights framework should too.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

Win the Customer

JANUARY 19, 2016

Forty-nine percent find that building existing customer relationships brings a bigger return on investment than acquiring new customers. For instance, in the financial services industry, a five percent increase in customer retention increases profits more than 25 percent, according to Bain & Company.

Customer Retention 81

Customer Retention Return on Investment 2018 Customer Satisfaction 81

ProProfs Chat

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. The Essential Metrics for Measuring Customer Success.

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

BlueOcean

AUGUST 19, 2024

Recent research at McKinsey reveals a strong positive correlation between customer experience (CX) ratings and financial performance. For publicly traded companies, improving the customer experience also leads to an 7-10% average increase in shareholder returns. But the trick is knowing what to measure.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

BlueOcean

AUGUST 19, 2024

Recent research at McKinsey reveals a strong positive correlation between customer experience (CX) ratings and financial performance. For publicly traded companies, improving the customer experience also leads to an 7-10% average increase in shareholder returns. But the trick is knowing what to measure.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

ProProfs Chat

DECEMBER 11, 2020

Customer satisfaction metrics help you back your customer-centric mindset and identify areas (both positive and negative) responsible for leaving an impact on the overall brand experience. Why should you measure them in the first place? What are Customer Satisfaction Metrics? 7 Metrics to Measure Customer Satisfaction.

Customer Satisfaction 98

Customer Satisfaction Metrics Measurement Net Promoter Score 98

SurveySensum

OCTOBER 28, 2024

So, how do you measure the impact of NPS KPIs on your business, and, more importantly, what KPIs should you be keeping a close eye on to boost it? Here are the top NPS KPIs you need to be measuring: 1. Keep an eye on these scores together to get a complete view of the customer journey. Let’s find out! How Does the NPS KPI Work?

NPS 52

NPS Loyalty Demo Customer Satisfaction 52

customer sure

DECEMBER 21, 2024

What Is Customer Retention? Customer retention is the practice of keeping your customers loyal and engaged over the long term. Why Customer Retention Is Important If customer acquisition feels expensive, it is. Our Three Foundations of VoC Guide will help you get things right from the start.

Customer Retention 62

Customer Retention B2B Feedback Metrics 62

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. Typically, it involves a survey question asking customers to rate their satisfaction on a scale. What is the ROI of Customer Experience Analytics?

Insights 243

Insights E Commerce Customer Experience E-support 243

Playvox

JANUARY 24, 2022

Until you start measuring customer experience , you could easily be falling behind the competition. What’s worse, without customer experience metrics in place, is that you won’t know until it’s too late. At that point the impact of customer frustration will already be hurting your bottom line. Here the stakes are high.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

InMoment XI

SEPTEMBER 12, 2024

It’s important to keep track of how many customers leave and why they leave so that you can make the right adjustments for future customers and hopefully improve customer retention. However, it can be difficult to measure these types of factors and produce usable data. Why Does Customer Churn Happen?

Social Media 195

Social Media Customers Measurement Metrics 195

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? Kerry Bodine CEO Bodine & Co.

Customer Journey 89

Customer Journey Measurement Management NPS 89

InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. This personalization not only enhances customer satisfaction but also drives sales and fosters brand loyalty.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

TechSee

OCTOBER 7, 2024

In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.

ROI 124

ROI White Paper Travel Return on Investment 124