InMoment XI

DECEMBER 10, 2024

It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. As a result, youll succeed in retaining and acquiring customers to increase your market share. What Is Customer Churn? Customer churn occurs when customers stop using your product or cancel their subscriptions.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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. What Is Voice of Customer Analysis?

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. Customer satisfaction results in positive reviews and testimonials. This feedback supports brand reputation management efforts, attracting high-quality prospects. Therefore, better customer service lets you generate valuable leads without stretching your marketing budget.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes.

Leadership 235

Leadership B2B B2C Effort Score 235

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Metrics 424

Metrics Customer Success Customer Experience Effort Score 424

InMoment XI

OCTOBER 30, 2024

Here are a few key reasons why it’s important for companies to embrace a customer-centric approach: It enhances customer retention and loyalty. A positive customer experience fosters trust and satisfaction. Customers who feel valued are more inclined to renew policies and become loyal brand advocates.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand.

Banking 195

Banking Customer Experience Effort Score Financial 195

GetFeedback

DECEMBER 10, 2018

With Net Promoter Score (NPS), companies can measure customer loyalty and find ways to turn customers into champions. NPS involves one simple question: How likely are you to recommend us to a friend or colleague? The standard NPS question. NPS calculation. Seems crazy, right? Pillar 1: Design.

NPS 210

NPS Net Promoter Score Survey Measurement 210

Lumoa

JANUARY 2, 2022

Unhappy customers can potentially damage your brand’s perception, spreading negative vibes about your business and seriously tarnishing your brand reputation. In fact, a new study conducted by Oracle found that 88% of customers share their negative experiences with their friends and colleagues. What Is a Detractor?

NPS 195

NPS Net Promoter Score How To Social Media 195

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ).

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

ECXO

MARCH 6, 2025

Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line. Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers. Finally, the strategy must remain flexible.

B2B 339

B2B Customer Journeys How To Effort Score 339

C3Centricity

AUGUST 20, 2024

As we all know, customer satisfaction is no longer enough to secure brand loyalty – if it ever was! Companies must strive to go beyond mere satisfaction and aim to delight their customers. However, research shows that satisfied customers are not necessarily loyal customers.

Loyalty 156

Loyalty Measurement Brands Net Promoter Score 156

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. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. NPS Measures Customer Satisfaction, Not Public Opinion. What’s more, with 4.59

Social Media 155

Social Media NPS Net Promoter Score Marketing 155

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve. Apple: Apple’s brand loyalty is legendary.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

AskNicely

AUGUST 1, 2018

Your boss and your boss’s boss just came from a seminar on Net Promoter Score (NPS) and want you to implement an NPS program this week. You want to show them that not only are you on top of their request, but you can give them the results they are looking for — customer retention and growth. Map your customer journey.

NPS 150

NPS Net Promoter Score Tips Customer Retention 150

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 Strategy How To Net Promoter Score 52

InMoment XI

AUGUST 18, 2022

To reach the goal of a truly effective, ROI-focused CX program, we cycle our customers through our five step framework. The road to true experience program success begins with clearly defining an experience strategy that aligns with overall business goals and brand promises and then designing a program purpose-built to support those goals.

ROI 418

ROI Customer Experience Effort Score Financial 418

GetFeedback

NOVEMBER 19, 2018

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. 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.

Loyalty 220

Loyalty Net Promoter Score NPS Effort Score 220

TechSee

APRIL 3, 2018

With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base. Considering churn is closely linked to customer satisfaction, companies are attempting to transform their customer experience to meet consumers’ high expectations.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

SurveySensum

MARCH 24, 2025

Are you tracking your NPS program correctly? Because if your NPS program isnt consistent or lacks real-time insights, you might be missing the bigger picture. So, is your NPS tracking giving you the right data to grow? Are you leveraging the right NPS software to do it correctly? What is NPS Tracking?

NPS 52

NPS Feedback How To Effort Score 52

Kayako

JULY 22, 2022

In the context of customer perception, the sensory stage is how a customer feels moving through an experience with your brand as part of their customer journey. One example of why customer perception is important in business is perceived value. Perceived value is at the heart of some brand image strategies.

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on But guess what? Let's continue. Why did it happen?

Feedback 277

Feedback Net Promoter Score Effort Score NPS 277

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.

ROI 52

ROI Customer Retention Connections Measurement 52

InMoment XI

FEBRUARY 24, 2022

To help your brand along, here are three essential tips to close the gap between the C-Suite and CX teams. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. Then put it under categories like customer acquisition, customer retention, cross-sell and up-sell, cross-savings, etc.

Tips 370

Tips ROI Metrics Touchpoint 370

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. With agents themselves, its no different.

Call Center 130

Call Center Measurement Self Service How To 130

GetFeedback

DECEMBER 11, 2018

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits. Never seen a CES survey before?

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 119

Customer Retention B2B Customer Journeys Loyalty Programs 119

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Retently

FEBRUARY 20, 2023

In a highly competitive environment, assessing the success of a DTC brand just by checking the revenue and customer lifetime value is not enough. Predicting customer behavior and future growth is essential, and multiple methodologies are available to achieve this. RFM and NPS are widely used in ecommerce for these purposes.

Ecommerce 142

Ecommerce NPS Effort Score Analysis 142

SurveySensum

OCTOBER 28, 2024

NPS is a legend in the world of CX KPIs. 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 52

NPS Loyalty Effort Score Analysis 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 Strategy Net Promoter Score NPS 116

Retently

JUNE 28, 2022

That is if you put your NPS® to work. Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. Ask customers to spread their love on social media. This can be easily automated by using a specialized NPS software. Great feedback? Actually, 58.7%

NPS 148

NPS Net Promoter Score Feedback Case Study 148