Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. According to experts, about 50% of your customers churn naturally every five years.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

Customer Bliss

MAY 15, 2019

The day after the store opened, she went over and registered Buddy, signed up for the loyalty program, and made an appointment for his first grooming. ” Signal That You Value Customer Loyalty: A Case Study. This presses against the industry shift to instead give miles based on ticket price.

Case Study 164

Case Study Chief Customer Officer Video Course 164

SurveyGizmo

SEPTEMBER 13, 2017

The ASK LISTEN RETAIN program is a revolutionary online tool aimed at gauging customer satisfaction, building customer loyalty and enabling customer retention that works in combination with either telephone based customer satisfaction surveys and/or online surveys.

Case Study 60

Case Study Study Customer Experience Survey 60

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Actually, 58.7%

NPS 148

NPS Net Promoter Score Feedback Case Study 148

InMoment XI

SEPTEMBER 9, 2024

Customer experience consultants, like the experts at InMoment, can help you craft experiences that turn customers into brand advocates, increasing their lifetime value and positively impacting your bottom line. What to Look for in a Customer Experience Consultant? Do they have experience in your industry?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

InMoment XI

NOVEMBER 15, 2023

It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business. By delving into these insights, companies can make data-driven decisions to enhance customer satisfaction and customer loyalty. Who Needs Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

CSM Magazine

MARCH 19, 2025

Enhanced Customer Satisfaction and Retention By reducing response times and eliminating language barriers, businesses can build stronger relationships with their customers. AI-powered support ensures that customers receive help in their native language, increasing trust and brand loyalty.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

SurveySparrow

APRIL 26, 2020

Net Promoter Score (NPS) is a benchmark for customer satisfaction and has the ability to predict business growth. In fact, it is also an indicator of loyalty. In this article, we are going to discuss how we can get more case studies, reviews, and customer testimonials using NPS. Find your Most Active Customers.

Case Study 52

Case Study NPS Study Survey 52

CSM Magazine

JANUARY 2, 2025

Understanding Empathy in Customer Support Empathy is more than a buzzword in customer supportits the foundation of meaningful interactions. It transforms standard interactions into human connections, fostering trust and loyalty. A frustrated customer isnt just angrytheyre seeking acknowledgment. What is Empathy?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Thematic

OCTOBER 30, 2024

But unless you actively seek and listen to what they’re saying and analyze customer behavior, your products and services will likely be out of sync with their evolving expectations. However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Totango

DECEMBER 10, 2020

Now, perhaps more than ever before, retaining customer loyalty is the key to maintaining a thriving business. In today’s web-based business world, clients are able to view other product choices with astonishing ease, while competitors are constantly prowling for new customers with high profile marketing campaigns.

Customer Journeys 72

Customer Journeys Loyalty Case Study Metrics 72

CSM Magazine

JANUARY 2, 2025

Understanding Empathy in Customer Support Empathy is more than a buzzword in customer supportits the foundation of meaningful interactions. It transforms standard interactions into human connections, fostering trust and loyalty. A frustrated customer isnt just angrytheyre seeking acknowledgment. What is Empathy?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

SurveySensum

DECEMBER 4, 2024

Custom er loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. This CX metric has the ability to gauge customer loyalty and predict business growth. This is where Net Promoter Score comes into play.

Banking 52

Banking NPS Financial Net Promoter Score 52

CSM Magazine

JANUARY 15, 2025

Well explore the signals that indicate your customers interest is fading and, more importantly, how you can turn things around. Customers expect solutions, not more questions. Use a platform to connect all of your customer touchpointsCRMs, website data, and app interactions. No more frustrating hold times.

Chatbots 52

Chatbots Case Study Communication Interaction 52

Horizon CX

DECEMBER 1, 2023

Strategic Milestone: Amazon’s emphasis on customer satisfaction directly contributes to its strategic milestone of market leadership. By tailoring its services to meet and exceed customer expectations, Amazon has secured customer loyalty, driving market share growth, and enhancing its overall strategic position.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

Thematic

MARCH 2, 2025

Why should your business rely on customer insights? We’ll also dive into AI’s role in customer insights, common challenges businesses face, and practical steps to build an insights-driven strategy. Understanding what customers want ensures campaigns resonate, leading to higher engagement and conversion rates.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

GetFeedback

APRIL 3, 2019

The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience. As YETI’s popularity grew, their customer base increased along with it. Check out their case study on our customer’s page.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

Thematic

MARCH 30, 2025

A strong customer insights framework groups customers based on behavior, preferences, or lifecycle stage—and then delivers tailored experiences to each group. Optimizing Customer Journeys with Behavioral Analytics Every customer follows a journey—from first interaction to long-term loyalty.

Customer Insights 62

Customer Insights Data Analytics How To 62

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

CSM Magazine

JANUARY 30, 2024

Through tailored recommendations, individualized communications, and a genuine interest in your well-being, these companies foster a sense of connection and loyalty. You’ll notice that they remember your name, anticipate your needs, and treat you as a valued individual, not just another customer.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

InMoment XI

FEBRUARY 12, 2024

Let’s dive deeper into each one to explore how InMoment achieves customer experience success through integrated CX. This is most likely done in a survey form by asking customers to answer this question on a scale of 1-10. By tracking changes in NPS before and after implementation, you can assess the impact on customer loyalty.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

BirdEye

AUGUST 24, 2023

By tailoring customer marketing messages that resonate with customers’ unique preferences, companies can unlock a powerful avenue for sustainable growth. Read further to know the key customer marketing strategies you need to improve your business’s experience, retention, and loyalty. Watch the Free Demo Now.

Strategy 98

Strategy Marketing Customer Retention Loyalty 98

Totango

AUGUST 11, 2022

Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Reach customers where they are.

Tips 113

Tips Customer Journeys How To Net Promoter Score 113

Kayako

DECEMBER 3, 2015

And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. Maybe you could send over some case studies – like these ! – that show just how investing in customer service can impact the bottom line. Google is your friend.

Customer Service 120

Customer Service How To Case Study NPS 120

Maz Iqbal

OCTOBER 2, 2014

Which supermarket chain was applauded, by many, for its customer-centred way of doing business? What was held responsible for fuelling this customer-centred way of doing business? Through this loyalty card, Tesco captured and made effective use of customer shopping data to grow revenues and optimise profits.

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

Retently

MARCH 17, 2025

Post-Purchase CX Tools (Wonderment, Malomo, Narvar) Helps monitor shipment tracking issues, delivery updates, and post-purchase customer sentiment. NPS & CSAT surveys (Retently) Captures customer loyalty, satisfaction, and open-ended feedback via NPS, CSAT and CES surveys. Whats behind negative feedback?

Report 90

Report How To Effort Score NPS 90

NobelBiz

JANUARY 28, 2025

Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others. A strong NPS indicates a loyal customer base. Delays frustrate customers and negatively impact satisfaction.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

BirdEye

JUNE 22, 2023

These customers are difficult to upsell because they’re laser-focused on your brand satisfying a particular need and nothing else. They often show less brand loyalty and will switch to competitors’ products if their needs are better satisfied. Engage with these customers often and understand why they stay loyal.

Case Study 98

Case Study Social Media Loyalty Customers 98

Comm100

APRIL 25, 2018

Much has been studied, discussed and debated about keeping customers satisfied and loyal to your brand. In the past, people believed that providing a unique customer service experience was the key to customer loyalty. However, customers rarely frequent your business for exceptional customer experience.

Self Service 104

Self Service Company How To Effort Score 104

Totango

JULY 22, 2022

The Customer Experience Canvas for the Engage Customers SuccessBLOC features several pre-built Tracks filled with workflow and email campaign templates designed to help you implement a proactive customer nurture strategy. . Let Totango help through our extensive SuccessBLOC library and easy-to-use customer success tools.

Communication 107

Communication NPS Case Study Metrics 107

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

Customer Guru

AUGUST 1, 2018

Are you adding NPS as just another question in your customer satisfaction survey? Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey.

NPS 90

NPS Net Promoter Score Feedback Survey 90

NobelBiz

APRIL 1, 2025

Transform Your Call Reputation with Effective Number Management Solutions Your call centers reputation not only drives customer trust and loyalty for the brands you represent, but it ultimately drives performance. With over 80% of customer interactions happening over the phone, ensuring these numbers remain trusted is essential.

Call Center 40

Call Center Case Study Consumers Insurance 40

Thematic

MARCH 26, 2025

Why does the customer feedback loop matter? Customer loyalty is no longer guaranteed—it’s earned through continuous improvement. Businesses that fail to listen, respond, and evolve based on feedback risk losing customers without warning. They also build stronger relationships and lasting loyalty.

Feedback 62

Feedback Social Media Analysis Survey 62

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. Average spend: How does customer loyalty impact revenue?

NPS 52

NPS Net Promoter Score Strategy How To 52

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Totango

MARCH 5, 2021

First , actively monitoring your CRR provides you with an objective metric to measure the effectiveness of your customer retention strategy. Without tracking your CRR, your perception of your customer loyalty can only be based on intuition and guesswork.

Customer Retention 92

Customer Retention How To Net Promoter Score Effort Score 92