Customers Loyalty NPS 
InMoment XI
OCTOBER 29, 2024
A loyal customer is a valuable asset to your business. In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge.
eglobalis
NOVEMBER 3, 2024
Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.
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InMoment XI
NOVEMBER 21, 2024
Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. Voice of Customer analysis is a useful system for accomplishing this goal.
eglobalis
JULY 2, 2024
The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. In CX, the same applies to CSAT, CES, and whatever.
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The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Do loyalty metrics need to be reassessed?
eglobalis
NOVEMBER 26, 2024
What good is being empathetic if customers still face recurring problems? CX isn’t about being “nice” in the superficial sense of politeness or pleasantries—it’s about deeply understanding customer needs and translating that understanding into tangible actions that solve real problems. The answer is no.
eglobalis
MARCH 30, 2025
[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? This can misrepresent the broader customer base.
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CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Do loyalty metrics need to be reassessed? Have the drivers of customer experience changed?
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
Customer Experience is the new black. NPS and Loyalty are the new shiny. But our research indicates customer loyalty is simply the wrong thing to be measuring. It is hard to correlate loyalty metrics with business results. How you can measure "Ease of Doing Business" & customer effort.
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