InMoment XI

OCTOBER 29, 2024

As a result, you will earn emotional buy-in from customers, turning them into loyal advocates. Create spaces where your customers can connect with each other and your brand. This can happen through social media, forums, or events. Encourage customers to share their experiences and ideas.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

eglobalis

MARCH 30, 2025

Social media has been a game-changer here: customers often voice praise or grievances on Twitter, Facebook, or WeChat as their experience unfolds. Smart brands use social listening tools to monitor these platforms continuously, detecting spikes in positive or negative sentiment and responding on the fly.

Banking 326

Banking NPS B2B Social Media 326

GetFeedback

MARCH 4, 2019

So, what is an omnichannel customer experience (CX) program? An omnichannel customer experience program connects all the channels that a customer may use to receive customers service: email, chat, phone call, social media, text etc. Social media plays a key role in your omnichannel CX plan.

Social Media 186

Social Media Omnichannel Advertising Definition 186

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. And this is about more than just customer service. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

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 21, 2024

The four main VoC data categories are as follows: Unstructured feedback refers to open-ended responses in the form of emails and social media content. These tools help capture customer intent and sentiment from unstructured feedback for improved service. Must-know customer service statistics of 2024 ( [link] ).

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

NOVEMBER 22, 2024

Retention Rate Retention rate tracks the percentage of customers who renew their subscriptions to your product over a specific period. It highlights the effectiveness of your customer retention and satisfaction efforts. You can share updates through in-app notifications or even social media posts.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

eglobalis

JANUARY 20, 2025

Additionally, implementing customer listening programs, such as online surveys and sentiment analysis via social media, allows companies to capture real-time feedback. Regular customer workshops also foster collaborative insights into evolving needs.

B2B 427

B2B Loyalty Workshop Loyalty Programs 427

InMoment XI

OCTOBER 3, 2024

It is increasingly expensive and difficult to improve customer acquisition, which means that it is just as important to keep your current customers happy. Focusing on customer retention will help your organization reduce costs and increase revenue. What Is Customer Retention?

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

InMoment XI

MAY 2, 2024

While it may seem like a small difference, it goes a long way in showing customers that their feedback matters. Through vigilant monitoring and timely responses, you can effectively manage your online presence and cultivate lasting relationships with your customers. It should provide real-time alerts for new reviews and mentions.

Retail 195

Retail Customer Retention Management 2024 195

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 of the world’s population who use social media on a daily basis. If you are in the same boat then let’s dive deep into how to leverage social media for feedback collection and what important social media survey questions to ask to gather relevant insights.

Social Media 52

Social Media Customer Engagement Engagement Loyalty 52

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. They integrate with apps, websites, and social media to provide a consistent customer experience across all channels.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

BlueOcean

OCTOBER 21, 2024

TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. The LTV calculation can play an important role in determining the ROI of your customer care team and specifically, the customer save team.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

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.

Customer Retention 150

Customer Retention Net Promoter Score Omnichannel 2002 150

InMoment XI

DECEMBER 10, 2024

Collect Regular Feedback Consistent feedback collection is essential for tracking customer expectations and behavior. Businesses that actively use customer feedback for improvements experience a 10% increase in retention rates. Use surveys and social media monitoring to capture insights into customer experiences.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

ReviewTrackers

MARCH 24, 2021

Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. According to Kantar , banks that lead in the customer experience index have a recommendation rate that is 1.9 times higher, and their customers are 2.1

Banking 123

Banking Customer Retention Customer Experience Financial 123

inQuba

MARCH 12, 2025

By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. This post will explore how to effectively measure and optimize emotional marketing strategies to achieve better sales and customer retention. Reach out today to find out how we can assist you.

ROI 52

ROI Customer Retention Connections Measurement 52

eglobalis

JUNE 27, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

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

eglobalis

SEPTEMBER 5, 2024

Social Media Sentiment Tracks sentiment expressed about your brand on social platforms. How it complements CS : Real-time insights help CS teams respond quickly to customer concerns. Customer Retention Rate Measures the percentage of customers retained over time.

Metrics 429

Metrics Customer Success 2024 2023 429

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. Prioritize the onboarding and new customer experience.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

Brandwatch CX

MARCH 27, 2025

It emphasizes concepts such as customer retention , satisfaction, and lifetime value. From CRM data and surveys to social media research , understand your clients and prospects and personalize any messaging to them. Relationship marketing and the age of the customer go together like two peas in a pod.

Customer Relationships 93

Customer Relationships Marketing Social Media Loyalty Programs 93

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

delighted

MARCH 23, 2021

By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. What’s your customer retention rate? Before you can focus on improving customer retention, you must benchmark how you’re currently doing in this department.

Customer Retention 116

Customer Retention Net Promoter Score NPS Loyalty 116

InMoment XI

OCTOBER 23, 2024

Follow these steps to enhance their satisfaction levels: Provide omnichannel customer support. Offer 24/7 customer service across multiple channels, including mobile apps, social media, chatbots, and live chat. The insights provided opportunities for enhancing customer retention and satisfaction.

Banking 195

Banking Customer Experience Financial Touchpoint 195

GetFeedback

NOVEMBER 19, 2018

Although there are newer versions of the conversion funnel that track the Retention stage at the end, there’s an even better method of measuring and maintaining customer retention: the loyalty loop. The loyalty loop cuts down the steps for acquiring new customers to just three stages: Consider, Evaluate, and Buy.

Loyalty 220

Loyalty Net Promoter Score NPS Customer Retention 220

BlueOcean

JANUARY 8, 2019

Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: • 37% of customers would change their supplier. • 28% would post a negative online review. • 26% would complain via social media. • 13% would tell friends/colleagues. • 10% would inform the media.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service Social Media 299

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Expanding your data repertoire to such sources as purchasing data, location-tracking data, web searches, social media, and online reviews is a must.

Social Media 397

Social Media Customers Connections Customer Retention 397

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

eglobalis

JULY 2, 2024

Customer Lifetime Value (CLV) : Estimates revenue potential from a customer over their lifetime. Revenue Growth: Tracks growth directly attributed to customer experience initiatives. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

JULY 18, 2024

Although it shortens the process of collecting feedback, it has the risk of gathering responses that are not as honest since customers may just say what they think the business wants to hear. Indirect Feedback Indirect feedback is provided by customers through their behavior and actions.

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

Experience Investigators by 360Connext

FEBRUARY 1, 2022

If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . Technically, you can ignore all of that and you STILL provide customer experiences. What happens on the inside of the organization is Customer Experience Management (CXM). . Crazy, right? .

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

InMoment XI

OCTOBER 30, 2024

Importance of Customer Experience in Insurance A 2023 McKinsey survey of over 8,500 North American insurance customers suggests that CX initiatives are crucial to revenue growth and employee satisfaction. A positive customer experience fosters trust and satisfaction.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

TechSee

OCTOBER 2, 2019

Other industries faced with high churn rates due to poor customer service include retail/ecommerce (12%), healthcare-related products or services (12%), insurance (11%) and banking/financial services (11%). This underscores the fact that churn plagues all verticals and customer retention strategies are critical to almost every industry.

Customer Service 164

Customer Service Social Media Telecommunications Customer Retention 164

InMoment XI

OCTOBER 12, 2023

Omnichannel Contact Center Solutions Benefit #1: Enhanced Customer Engagement Omnichannel contact center solutions empower businesses to engage with customers on their terms. When customers can switch between channels without losing context, it reduces frustration and leads to a more positive experience.

Contact Center 195

Contact Center Omnichannel Customer Experience Social Media 195