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. The exact same criticism can be made about every metric for everything.

NPS 461

NPS Feedback Net Promoter Score B2C 461

eglobalis

OCTOBER 30, 2024

AI-driven insights into employee sentiment foster well-being, directly boosting customer satisfaction through improved service. AI is transforming these systems by providing continuous, data-driven insights into employee performance. Faster hiring process. Enhanced well-being.

Employee Experience 478

Employee Experience 2028 Telecommunications Customer Satisfaction 478

eglobalis

JANUARY 7, 2025

This article provides a step-by-step guide to practically applying Design Thinking, detailed explanations of each step, insights into how B2B companies use it daily, and examples of real business cases. This comprehensive guide breaks down each step of the Design Thinking process with detailed insights into how it is implemented practically.

B2B 294

B2B Innovation User Experience 2025 294

Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. In this article, were spotlighting the top 5 tools for measuring CES. The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you? Low scores?

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

Retently

OCTOBER 16, 2024

Imagine transforming every email you send into an instant feedback opportunity. Without adding any extra steps or disrupting your recipient’s flow, you can gather real-time insights with every interaction. That’s exactly what email signature surveys can do! What is a Signature Survey?

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

eglobalis

NOVEMBER 19, 2024

In a previous article, I explored Enhancing Customer Experience Through Strategic Experimentation: A Comprehensive Guide , which you might find useful if you’re looking for more practical insights. This real-time experimentation accelerates adoption while delivering measurable improvements in project management.

B2B 521

B2B Innovation Healthcare Culture 521

eglobalis

JANUARY 13, 2025

Designed for seamless integration with CRM systems, it offers real-time insights, proactive recommendations, and automation to streamline workflows. Additionally, well examine key implementation challenges and offer actionable insights for successful adoption.

Marketing 417

Marketing E-support E Commerce Social Media 417

InMoment XI

OCTOBER 15, 2024

These AI tools analyze existing review data to produce new, human-like content that mimics genuine customer feedback. In some cases, companies use AI-generated reviews as a quick way to boost their brand’s star rating and review volume on platforms like Google, Yelp, and Facebook and fill in the gaps where customer feedback is sparse.

Insights 195

Insights 2024 Feedback Contact Center 195

eglobalis

MARCH 13, 2025

Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making. Emphasize Employee Engagement : Highlight how improved CX can lead to higher employee satisfaction and productivity, creating a positive feedback loop.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

InMoment XI

JULY 14, 2022

They analyzed key business metrics related to location eciency, staff measures, and stock availability. The brand leveraged InMoment’s Explore and Coach tools to sort feedback at the highest-performing locations. This global grocer continues to see significant growth as it listens and responds to customer feedback.

Feedback 397

Feedback Retail Metrics Customer Retention 397

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more. About the 2022 Experience Trends Report. How can brands meet their needs?

2022 370

2022 Measurement Entertainment Hospitality 370

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. The process helps you build a rich dataset that provides insight into customer behavior. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. What Is Voice of Customer Analysis?

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

AUGUST 9, 2022

When your business decisions are influenced by the feedback you get in customer surveys, it’s even more important to make sure you’re asking the right questions to get the right feedback. Read on to learn more about the different types of customer survey questions and what questions can help you get the most valuable feedback.

Feedback 370

Feedback Net Promoter Score Customers Insights 370

InMoment XI

OCTOBER 23, 2024

Offer industry-specific solutions and insights. By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank. Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

NOVEMBER 14, 2024

From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions. This classification of public opinion gives you insight into your brand reputation. This is crucial since responding to customer feedback within 24-48 hours boosts retention by 8.5%.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

DECEMBER 17, 2024

The ideal candidate understands that only a fraction of customer feedback comes from surveys and that an effective customer experience program will source customer feedback from multiple sources in order to tap into the 85% of customer feedback that is unstructured. If it doesn’t, click on the download button.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 14, 2024

Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether. The survey itself is exhausting to complete.

2024 195

2024 Hospitality Feedback Healthcare 195

eglobalis

SEPTEMBER 5, 2024

This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success. This integrated approach leads to clearer insights and stronger outcomes. This integrated approach leads to clearer insights and stronger outcomes.

Metrics 429

Metrics Customer Success 2024 2023 429

InMoment XI

OCTOBER 31, 2024

What Are Important Call Center Metrics to Measure? Call center metrics provide insight into the customer experience and quantify agent productivity. Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Lower AHT reflects efficient service.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. These insights ensure agents dont miss out on valuable information they can use to satisfy and retain clients. Therefore, its essential to enable customer input from every relevant source.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

NOVEMBER 18, 2024

By analyzing customer behavior, you can identify factors that lead to churn, such as delayed purchases, disengagement, or negative feedback. Better Product Development Customer behavior insights can allow your company to make data-driven decisions about product offerings.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

OCTOBER 30, 2024

In fact, it’s one of the most impactful applications for collecting customer feedback. The insights into individual behavior and expectations help businesses tailor their services accordingly. Investing in measures like encryption and secure data storage will help you better protect customer privacy.

Insurance 195

Insurance Customer Satisfaction Customer Experience 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. Identifies patterns & recurring pain points in customer feedback.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

InMoment XI

NOVEMBER 26, 2024

With InMoment’s XI Platform, you can create a customer journey map that tracks the customer journey across different channels and gives you insight on how to optimize it. Use analytics tools, customer feedback, and data from CRM systems to monitor how customers interact with your brand across touchpoints.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

JULY 18, 2024

What Is Customer Feedback? Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. Businesses can collect feedback actively and passively. What Is A Customer Feedback Loop? Why Is Customer Feedback Important?

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

InMoment XI

AUGUST 1, 2024

In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance. By analyzing customer sentiment, businesses can gain valuable insights into how their customers perceive their offerings and overall brand experience. What is a Customer Sentiment Score?

Measurement 195

Measurement Hotels Social Media Hospitality 195

InMoment XI

NOVEMBER 7, 2024

Data-Driven Insights Customer experience automation software can analyze automated interactions to provide insights into common customer preferences, behaviors, and pain points. These touchpoints could include onboarding, feedback requests, or follow-ups.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

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. 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

JANUARY 27, 2025

At times, even the insights that surfaced from customer-agent interactions can feel burdensomean endless inbox of problems to solve. Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Thematic

APRIL 8, 2025

Ever wonder how to actually use all that customer feedback you collect? That’s where a strong customer feedback loop process comes in. It typically includes four stages: collecting feedback, analyzing feedback, implementing changes, and closing the loop (following up with customers). Why does this matter?

Feedback 62

Feedback NPS Insights Customers 62

Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework? Why Does it Matter? Just look at Atom Bank.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

Thematic

MARCH 30, 2025

A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. We’ll explore customer feedback loop best practices to make the loop a powerful asset for your business.

Feedback 62

Feedback Customer Centricity Culture Customers 62

InMoment XI

MARCH 14, 2025

Data can show you in real terms how well your agents are doing in terms of call length and first-call resolution (especially compared to historical data), giving you the insight you need to know where to start. But you dont get valuable insights from guessing. But which is it? The result? How Do You Analyze Call Center Performance?

Call Center 195

Call Center Metrics Average Handle Time Contact Center 195

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Customers E-support 62

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. By the end, you'll know how to turn raw data into actionable insight. Why is this important?

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62