Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. It shows customers their voices are heard , leading to higher loyalty and retention. Testing a points-based loyalty program where customers earn discounts on future purchases. The solution?

Management 115

Management Customer Experience Roadmap NPS 115

InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. They are crucial for creating and maintaining a positive customer experience, ultimately leading to customer satisfaction, loyalty, and business success.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

InMoment XI

AUGUST 3, 2022

Employees are invaluable for creating the human connections that reinforce brand loyalty, which helps your organization stay at or reach the top of your vertical! Sure, happy customers help a strong bottom line, but passionate, bold, and invested employees are what encourage those customers to keep doing so.

Employee Experience 418

Employee Experience Brands Roadmap 2021 418

InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. For example, tracking NPS to determine the success of recent loyalty efforts. It provides a data-driven approach to identifying areas for improvement across the customer journey.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

SurveySensum

OCTOBER 28, 2024

Some say it can reveal everything from customer loyalty to future revenue growth. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. NPS is a legend in the world of CX KPIs.

NPS 52

NPS Loyalty Demo Customer Satisfaction 52

GetFeedback

DECEMBER 21, 2018

30% of consumers are switch providers because they feel that there is no reward for loyalty. 30% of consumers are switch providers because they feel that there is no reward for loyalty. Customers enrolled in a loyalty program visit a company’s site 35% more frequently. CallMiner ). CallMiner ). Accenture ). CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

JULY 13, 2022

Feed this data back into your product roadmap and to your sales team. Referral and loyalty schemes aren’t always well suited to B2B brands, but customer marketing or a VIP program can work instead. One such example might be providing access to your product roadmap as part of an advisory council. 5: Thank Respondents.

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

CSM Magazine

OCTOBER 24, 2024

In 2025, a third (33%) of UK retailers polled said they would expand AI use roadmaps to enhance customers’ post-purchase experience in response to the rising issue of ‘where is my order’ (WISMO) enquiries. But this is often costly and resource intensive.” “By

2025 52

2025 Roadmap Retail 2024 52

InMoment XI

JANUARY 27, 2025

Understanding these drivers provides a roadmap to continuous improvement, whether its agent behavior, product knowledge, or customer sentiment. These scorecards, combined with Impact Prediction capabilities, allow contact centers to explore critical factors influencing their metrics.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Thematic

MARCH 30, 2025

Closing the feedback loop delivers that proof—it’s more important than ever for building loyalty and trust. But more importantly, closing the feedback loop directly impacts customer satisfaction, loyalty, and your bottom line. In fact, 41% say brand loyalty is tied to an emotional connection. That silence?

Feedback 62

Feedback Roadmap NPS Loyalty 62

Experience Investigators by 360Connext

JUNE 22, 2021

There is often a love story in the beginning, and then throughout the relationship the love and even loyalty can wane and drift. In one research study published by the International Journal of Applied Business and Economic Research , Gurpreet Singh, Inderpal Singh and Sandeep Vij identified four antecedents to customer loyalty.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

InMoment XI

JANUARY 30, 2024

Enhanced Customer Loyalty: By consistently providing positive experiences, CXM software contributes to building customer loyalty. A robust CXM platform can significantly impact customer satisfaction, loyalty, and overall business success. Can We Review the 24-month Product Roadmap?

Customer Experience Management 221

Customer Experience Management Customer Experience Management Roadmap 221

InMoment XI

MAY 3, 2024

FLX Membership Programme Data: Analysis of member behaviour and preferences to enhance loyalty programme offerings. Elevating Acquisition and Retention Central to Foot Locker’s CX strategy is its loyalty programme, FLX. Social Media Monitoring: Tracking customer sentiment and engagement on social platforms.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Win the Customer

DECEMBER 21, 2024

Prioritization & Roadmap: Aligning AI Initiatives with Business Goals As a product manager, it’s crucial to prioritize AI initiatives based on their potential impact on customer experience and align them with the overall product roadmap. I hope this blog post is helpful!

Social Media 59

Social Media Roadmap Return on Investment ROI 59

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. Timely messages tied to customer milestones, such as loyalty anniversaries or birthdays.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

Customer Bliss

OCTOBER 15, 2015

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. Rarely is there a decision making lens in place to identify and drive investment in the most important customer experiences.

Management 175

Management Roadmap Customer Journey Loyalty 175

Customer Bliss

JUNE 16, 2015

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. Without common accountability targets, actions will continue to be planned tactically, based on the individual annual plans of the silos.

Management 195

Management Social Media Roadmap Metrics 195

eglobalis

OCTOBER 1, 2024

This encourages both departments to work together to enhance customer loyalty, understanding that improved retention directly impacts revenue. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy. I’d also love to hear your experiences on this subject.

Feedback 516

Feedback ROI Innovation B2B 516

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. How the CX ROI Metrics Roadmap Works Gold : First, your CX team facilitates earnest use of customer experience insights for growth efforts: Products and services : new, upgrades, and lite versions.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Thematic

MARCH 20, 2025

By using Thematic’s AI and human expertise , Atlassian uncovered key customer pain points and improved its product roadmap​ Key takeaway: Companies that act on pain points fast gain a competitive edge—73% of consumers will switch to a competitor after multiple bad experiences. The result?

Social Media 62

Social Media Banking 2027 Roadmap 62

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Experience Customer Journey Mapping 52

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Retail 110

Retail NPS Touchpoint Feedback 110

InMoment XI

AUGUST 2, 2023

Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. This knowledge will empower you to craft a customer experience (CX) approach tailored to your unique circumstances.

NPS 195

NPS Customer Centricity Culture Automotive 195

CX Accelerator

JULY 1, 2020

Now more than ever, the customer experience is the battleground for brand loyalty. Define your digital roadmap, including expectations, roles and responsibilities, and timing. Your team needs to focus on empathy, putting themselves in the shoes of their customers. What are current pain points? What do you want the reputation to be?

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. Customer feedback dashboards. And they thought – hey, we know our customers!

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Roadmap Touchpoint 190

InMoment XI

SEPTEMBER 3, 2024

By analyzing conversations across multiple channels, companies can better understand customer needs, identify trends, and drive meaningful improvements that lead to greater satisfaction and loyalty. This ultimately leads to reduced call durations, increased agent productivity, and lower operational costs.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

CloudCherry

JULY 10, 2019

Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. Their feedback can influence the company’s product roadmap and account for better decision making. And in most cases, it is tied very closely to good customer service.

Customer Service 231

Customer Service Customer Experience E Commerce E-support 231

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. You’ve probably already identified the issue here, right?

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

InMoment XI

OCTOBER 10, 2023

They provide invaluable insights into customer satisfaction, customer loyalty , and overall experience. By accurately measuring these metrics, businesses can transform their customer interactions, fostering loyalty and driving revenue. NPS is a reflection of customer loyalty and satisfaction.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Customer Bliss

AUGUST 3, 2018

Understand How to Develop Customer Loyalty. In this conversation, Rob also addresses the importance of leadership believing that earning the loyalty of customers and employees is central to the strategy of the business. Markey is an expert in customer and employee loyalty, new product development and customer service strategies.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

InMoment XI

JUNE 5, 2024

InMoment’s flexible survey platform coupled with their expertise in intelligently bringing together customer feedback has allowed us to efficiently expand our listening program globally and understand key drivers to customer’ loyalty and satisfaction. Deborah Battaglia Senior Vice President, Customer Experience at Assurant What’s Up Next?

2024 195

2024 Social Media Innovation Document 195

InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. 73% of customers say that a good customer experience is one of the biggest deciding factors for brand loyalty. What is your budget, and how does this vendor align with it?

ROI 195

ROI Net Promoter Score Webinar Financial 195

InMoment XI

OCTOBER 3, 2024

This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Implement Loyalty Programs Implementing a loyalty program can be one of the most effective customer retention strategies that your organization invests in. Why is Customer Retention Important? Google Cloud.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

Optimove

DECEMBER 18, 2024

This post offers a clear roadmap for using analytics to drive sustainable growth in a burgeoning market. Player Retention as a Priority: European operators emphasize player retention through loyalty segmentation, gamification, and reactivation campaigns, which LATAM operators can adopt to reduce churn and drive long-term revenue.

Sports 64

Sports Loyalty Programs Omnichannel ROI 64

Thematic

APRIL 1, 2025

That’s exactly what customer journey mapping does—charting each step customers take with your business, from first contact to long-term loyalty. A strong customer insights strategy clearly turns feedback into actions on your product roadmap. Customer feedback is a goldmine for improving products or services.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

ShepHyken

AUGUST 7, 2023

In today’s job market, loyalty to a single company is less common. Creating a clear and transparent roadmap is key to building trust with customers and employees. Organizations can create a clear roadmap for success by aligning these objectives and holding themselves accountable for achieving results.

Roadmap 118

Roadmap Culture Innovation Communication 118