InMoment XI

APRIL 3, 2025

Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success. The brands that prioritize experience-led strategies will not only meet customer expectations but exceed themcreating deeper relationships, stronger loyalty, and long-term growth.

Culture 195

Culture Social Media Government Loyalty 195

InMoment XI

AUGUST 19, 2024

What is the ROI of Customer Experience? 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

CloudCherry

SEPTEMBER 19, 2018

Most, however, struggle to see the results they’re looking for to back up the investment, which leaves stakeholders wondering if one can actually measure the ROI of a CEM program. When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. .

ROI 225

ROI Financial CEM Metrics 225

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Key Metrics and Steps to Consider for Measuring ROI 1. And the results that go with them!)

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

OCTOBER 25, 2024

It boosts customer trust and loyalty. Curious about the ROI you could achieve with InMoment’s reputation management software? Try the ROI calculator below and see the impact for yourself! Calculate your business’ ROI using InMoment’s reputation management tools. It results in increased revenue.

Feedback 195

Feedback Management Social Media 2024 195

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. Use other business knowledge to find the ROI of your CSAT initiatives. Here’s another example on how to calculate ROI with this information. First things first.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

InMoment XI

NOVEMBER 2, 2021

Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. Four Ways to Prove CX ROI (and Assets That Show You How). For example, America’s largest cable and home internet provider leverages VoC technology in their regional customer care centers (and are able to prove millions in CX ROI).

ROI 195

ROI White Paper Customer Retention Customer Journey 195

InMoment XI

NOVEMBER 13, 2024

High-value customers might benefit from loyalty rewards or exclusive access to new features. The resulting customer loyalty is key to stronger relationships and business growth. For example, offering proactive customer support or loyalty rewards helps retain customers by showing them you care.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

eglobalis

APRIL 6, 2025

In B2B, value is measured as an exchange : the buyer gains measurable business outcomes, and the supplier earns revenue, access, or loyalty. Use tools like ROI calculators and performance-based contracts to support the case. Key takeaways: Frame value in customer outcomes, not features.

Contact Center 275

Contact Center B2B Competitive Advantage 2023 275

eglobalis

OCTOBER 9, 2024

Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. If the ROI doesn’t justify the time, cost, and resources required to develop the feature, it might be better to focus on other initiatives. Would a workaround or alternative solution better suit the customer?

Feedback 516

Feedback ROI Innovation B2B 516

InMoment XI

OCTOBER 10, 2024

These benefits, ranked in order of agreement are: Increased brand awareness Increased traffic Lead generation Customer loyalty Revenue growth These benefits represent the importance of social media marketing and the need for dedicated social media management.

Social Media 195

Social Media Management 2024 Multi-Channel 195

eglobalis

JUNE 27, 2024

Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

TechSee

FEBRUARY 10, 2025

True Scalability: AI handles complex tasks at scale, maximizing your ROI while freeing human agents to focus on those interactions that require a “human touch.” The Bottom Line: ROI, Growth, and Retention The numbers speak for themselves: Cost Savings : Fewer truck rolls, lower call volume, and faster resolutions.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

InMoment XI

DECEMBER 3, 2024

For example, tracking NPS to determine the success of recent loyalty efforts. These activities help realize significant customer experience ROI , motivating organizations to continue evolving. InMoment’s award-winning XI platform helps companies realize ROI in less than 12 months, which is twice as fast as the industry average.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

eglobalis

SEPTEMBER 28, 2024

When technical issues arise, many Toyota dealers take a proactive approach, often going above and beyond to ensure customer safety, satisfaction, and loyalty. Poor Understanding of Loyalty, CX, and Retention: Toyota dealers in my region (Bavaria) seem to have little understanding of how to build customer trust, loyalty, and confidence.

Automotive 478

Automotive Loyalty Return on Investment Transportation 478

InMoment XI

OCTOBER 31, 2024

To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

AUGUST 3, 2022

Here are the 4 ways they refreshed a stale customer experience program: Going from Measuring to Improving Getting the Right Insights to the Right People Turning Intelligence into Action Proving ROI Using Purpose-Driven Results. InMoment also measures brand loyalty drivers such as friendliness, food quality, and cleanliness.

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. Winning in loyalty. ( [link] ).

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. By leveraging these MarTech solutions or the many others available, businesses can significantly enhance their customer experience, drive engagement, and foster loyalty across diverse markets.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

MAY 3, 2022

Tip #3: Remember, CX Data Is for Proving ROI. Executives in insurance companies have a specific language they speak—and communicating with them effectively is the best way you can prove Return on Investment (ROI). If they don’t believe your business is improving customer satisfaction efforts overtime, then their loyalty will dwindle.

Insurance 370

Insurance Return on Investment Voice of Customer ROI 370

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. I hope this makes sense, and if not, I am interested to hear your thoughts.

NPS 461

NPS Feedback Net Promoter Score B2C 461

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members. The data is clear—loyalty pays… but it is often harder to achieve than it looks.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

TechSee

SEPTEMBER 26, 2024

In this post we will explore the best practices and strategic considerations when determining your core objective: projecting the ROI of Agentic AI. For enterprise leaders looking to optimize their customer service operations, the return on investment (ROI) of Agentic AI is undeniable. Below are a few examples.

ROI 124

ROI Average Handle Time Net Promoter Score NPS 124

TechSee

OCTOBER 7, 2024

Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. Customer Retention and Environmental Responsibility Improved first-call resolution rates of up to 30% lead to higher customer satisfaction and loyalty.

ROI 124

ROI White Paper Travel Return on Investment 124

InMoment XI

OCTOBER 28, 2021

In my previous role leading customer experience for Hertz, I was also responsible for Voice of the Customer, CRM, and Loyalty. We also had a Customer Experience Council to engage the rest of the organization. The organization component here is key.

Airlines 370

Airlines Government Webinar ROI 370

InMoment XI

NOVEMBER 16, 2023

The importance of utilising multiple lenses for investment decisions, aligning them with ROI goals, was a focal point. By aligning strategies with the intertwined needs of customers, employees, and the business, companies can drive impactful improvements that lead to sustainable growth and enhanced customer loyalty.

Workshop 447

Workshop 2023 Healthcare Travel 447

inQuba

MARCH 12, 2025

By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging. This approach allows for dynamic engagement strategies that optimize ROI by focusing on the most impactful emotional triggers.

ROI 52

ROI Customer Retention Connections Measurement 52

InMoment XI

APRIL 18, 2023

For instance, the marketing team might focus on driving loyalty and retention. Forrester predicted that 1 in 5 CX programs would disappear soon—mostly due to a lack of ability to demonstrate impact and prove ROI of their CX projects. Different teams have different goals and incentives.

ROI 195

ROI 2023 Events Insurance 195

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. And once you have their attention, every step in their journey can deepen their loyalty or cause them to look elsewhere. But this is easy to say and harder to do.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

InMoment XI

NOVEMBER 7, 2024

At scale, this will improve your overall satisfaction and customer loyalty. While HubSpot is effective for smaller to mid-sized businesses aiming to build brand loyalty, its customer experience automation capabilities may require additional customization for large-scale enterprise needs. References Salesforce.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Optimove

DECEMBER 31, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. Engagement Through Social Proof : Leveraging customer testimonials and social proof increases conversion rates by 30%.

2025 69

2025 Customer Engagement Engagement E Commerce 69

Doing CX Right

NOVEMBER 25, 2024

Learn how to measure customer service ROI with real business data. The post Customer Service ROI – The Numbers Behind Loyalty appeared first on Doing CX Right. Transform your contact center into a revenue driver with Stacy Sherman and Neal Topf.

ROI 64

ROI Loyalty Customer Service Contact Center 64

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

TechSee

DECEMBER 3, 2024

There’s also a clear difference in ROI when automating simple informational tasks versus more complicated service interactions. Unlike basic AI agents suited to simple tasks, Sophie AI excels at high-value challenges that can impact customer loyalty and generate service-driven revenue.

Customer Experience 124

Customer Experience Virtual Agent Competitive Advantage Interaction 124

Experience Investigators by 360Connext

OCTOBER 2, 2014

We feel valued and provide loyalty in return. Even during the recession years of 2007-2012, customer experience leaders averaged double-digit gain in stock performance , besting customer experience laggards by an impressive margin, according to The Watermark Consulting Customer Experience ROI Study. Value to organizations.

Customer Experience 297

Customer Experience 2012 2013 2014 297

InMoment XI

NOVEMBER 15, 2023

By delving into these insights, companies can make data-driven decisions to enhance customer satisfaction and customer loyalty. 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.

Insights 243

Insights E Commerce Customer Experience E-support 243

BlueOcean

OCTOBER 30, 2024

The best outsourced customer support providers will deliver a hoard of hard data to allow you to calculate an accurate ROI. How will my customers’ brand loyalty be affected by this transition? Benefit of a Pilot: When you’re concerned about justifying the expense, a pilot can help you assess if this investment is truly worth the cost.

Contact Center 156

Contact Center Culture 2025 Customer Service 156