Thematic

MARCH 30, 2025

When teams rely on isolated data sets, it’s nearly impossible to uncover meaningful customer experience insights. Instead, you need unified data analytics to connect every touchpoint and every voice. Think of customer feedback analysis like laying the foundation for a building.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

MARCH 21, 2025

Conversational intelligence insights are findings derived from assessing customer conversations with or about your brand. Customer Journey Insights and Engagement Patterns Conversational intelligence tracks customer interactions across different touchpoints, from the point of first contact to post-purchase.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

Kayako

SEPTEMBER 9, 2022

Conversational customer support is important to customer relationship management because the quality of the conversation defines a customer’s experience, which influences customer retention and loyalty. Mapping the customer journey gives the company a visual tool to use that illustrates the different touch points.

Tips 156

Tips Customer Journeys Customer Service Omni-Channel 156

InMoment XI

NOVEMBER 15, 2023

Customer Churn Rate : Customer churn rate quantifies the percentage of customers who stop using a company’s product or service over a specific period, helping businesses gauge customer retention and identify potential issues.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

CustomerSuccessBox

APRIL 9, 2021

Why choosing the right Customer Retention Software has become so important for B2B SaaS Business? To know the answer, let’s have an overview of how customer retention works for B2B SaaS Business. This is where B2B Customer Retention software becomes imperative for a growing subscription business.

Customer Retention 52

Customer Retention Software Effort Score B2B 52

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. With a dashboard that shows customer health and the opportunity to automate alerts, teams can improve customer retention rates exponentially. Reducing churn is at the forefront of all marketers’ minds. About the author.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

CustomerSuccessBox

MAY 17, 2021

So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers. So you’re growing and now want to scale up your customer retention and you’re contemplating automation. But automating every step is not the solution for scaling retention using customer success.

Customer Retention 52

Customer Retention Effort Score Touchpoint Analysis 52

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

If you’re new to the topic, customer journey maps visualize the paths customers take to engage with your organization. And this journey starts before they’re even a customer. Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

Happy or Not

APRIL 1, 2025

However, without a proper customer feedback strategy, companies risk missing out on valuable feedback that could help them refine their customer engagement techniques and improve customer loyalty strategies. However, many companies focus too much on addressing customer pain points while neglecting what they are doing well.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

CustomerSuccessBox

DECEMBER 4, 2018

According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

Thematic

OCTOBER 30, 2024

A good workplace training program should help address service deficiencies and the bucket list of nice-to-haves gleaned from customer feedback, comments, and suggestions. Utilities Case study: Watercare Watercare is New Zealand’s largest utility company. Read the full Watercare and Thematic case study.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Retently

MARCH 17, 2025

Heres how they break down: Weekly Reports The Whats Happening Now Report Covers the latest ticket trends, response times, customer complaints, and quick wins. Helps teams react fast to emerging issues in different CX touchpoints (e.g., Tracks customer pain points in real-time. Which operational investments (e.g.,

Report 90

Report How To Effort Score NPS 90

Oracle

DECEMBER 5, 2018

A key to that is getting the entire organization to understand they’re part of every brand touchpoint, and realizing all touchpoints work together to affect the experience and perceptions of the business—whether they be person-to-person or online. Well, according to the latest research, the retention rate would be 92%.

Customer Experience 71

Customer Experience Ecommerce Banking Touchpoint 71

SurveySensum

DECEMBER 4, 2024

Also, it is essential to consider factors such as response rates, size of the customer base, and customer segments while launching the NPS survey in banks. Gain real-time insights with SurveySensum’s NPS software to drive customer retention and loyalty! Read more on Customer Experience Trends in Banking !

Banking 52

Banking NPS Financial Net Promoter Score 52

SurveySparrow

NOVEMBER 28, 2019

If you are looking to attend customer experience conferences focusing particularly on customer loyalty and brand advocacy, then NGCX is the right platform. NGCX promotes insightful sessions and workshops for CX enthusiasts looking for innovative transformations to deliver a flawless experience for customers at every touchpoint.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

Hello Customer

FEBRUARY 6, 2020

In a fiercely competitive space like security customers demand the best, especially when their safety is involved. To confidently maintain their market leader position, Securitas Belgium started using Hello Customer at the end of 2018 as a first CX effort. So even when you're market leader, you can't compromise on customer experience.

Effort Score 88

Effort Score Marketing Case Study Analysis 88

Comm100

APRIL 25, 2018

When your customers only have to sit back and have everything done for them, they will definitely keep on coming back. A Case Study: Richmond Telephone Company. For instance, the study results showed that 94% of customers who experience low effort interactions with a company are more likely to buy again.

Self Service 112

Self Service Company How To Effort Score 112

ChurnZero

APRIL 13, 2021

The CCO is responsible for all customer activities with the goal of generating revenue growth for the company. Build a profitable customer experience. Create a customer-centric culture. Represent the interests and desires of the customers throughout the company. Customer Success Operations Manager.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

delighted

APRIL 7, 2020

They then introduced a new CX touchpoint with Delighted, measuring customer satisfaction score (CSAT) for menu updates amongst merchants to fine-tune the portal and address key performance issues (ex. Proactively improve your customer experience. loading times, etc.). John, President of Patch.

Customer Retention 52

Customer Retention Customer Experience How To Guidelines 52

Ecrion

JUNE 10, 2019

Higher Brand Loyalty Customers who are satisfied with your customer service and overall communications are more likely to become brand ambassadors than ones who aren’t. They’re likely to become loyal to your brand, which will lead to higher retention rates. They may want to see case studies.

Communication 66

Communication Social Media Touchpoint Case Study 66

Totango

MARCH 29, 2022

Teams can use information from the Totango Integration with HubSpot like account, contact, contract value, renewal dates, and product usage data to create retention plans for 120, 90, 60 and 30 days out. These plans can be used by teams to reach out via email or to set up automated touchpoints.

Customer Engagement 101

Customer Engagement Engagement Effort Score Customer Journeys 101

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 72

Customer Service Loyalty Programs Contact Center Financial 72

DCX

SEPTEMBER 29, 2024

Case studies: Eclipse (TV company): Used a digital twin to personalize content delivery, resulting in a 30% increase in click-through rates and 21% increase in website engagement. Generational nuances: Tailoring CX approaches for different age groups is crucial, as shopping behaviors and preferences vary across generations.

e-support 86

e-support Customer Centricity Apparel Leadership 86

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

Thematic

OCTOBER 7, 2024

Understanding the true voice of your customers can be the difference between standing out or getting lost in the crowd. Research by the Aberdeen Group found that companies with a high-quality VoC strategy saw almost 10 times annual revenue growth due to higher customer retention. How will you handle unexpected findings?

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

delighted

APRIL 7, 2020

They then introduced a new CX touchpoint with Delighted, measuring customer satisfaction score (CSAT) for menu updates amongst merchants to fine-tune the portal and address key performance issues (ex. Proactively improve your customer experience. loading times, etc.). John, President of Patch.

Customer Retention 43

Customer Retention Customer Experience How To Guidelines 43

CustomerSuccessBox

MARCH 10, 2022

So those businesses that believe to offer customer satisfaction, are likely to have loyal customers, repeat purchases, higher customer retention rates, and buyers who try newer products. Actively engage in communicating with the customers. Suggested Read : Responsibilities of a Customer Success Manager.

Management 52

Management Customer Retention Case Study Customer Success 52

DCX

JULY 30, 2024

Example: "Our goal isn't just to answer 100 calls a day, but to resolve 95% of customer issues on the first contact." Illustrating customer impact: Share customer journey maps highlighting touchpoints where service interactions make or break the experience.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SurveySensum

DECEMBER 15, 2023

Boosting customer retention through targeted improvements: Instead of applying generic solutions, you can address the unique challenges identified in the survey responses, making your retention efforts more effective. So, in order to understand this customer behavior better, they changed their survey strategy.

Survey 52

Survey NPS Case Study Customer Retention 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Voice of the Customer.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement CEM 48

BirdEye

OCTOBER 27, 2023

10 proven customer acquisition strategies What is customer acquisition cost? What are the elements of customer acquisition? Customer acquisition is persuading potential customers to become paying customers. A mere 5% boost in customer retention can increase your profits by at least 25%.

Strategy 59

Strategy Social Media Multi-Channel Advertising 59

Thematic

SEPTEMBER 24, 2024

What is Voice of Customer (VoC) Analytics? Voice of the Customer (VoC) Analytics is the process of gathering, analyzing, and interpreting customer feedback across various touchpoints. Integration Across Channels : Gathering together data from all touchpoints in one place for a unified view.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Optimove

MAY 27, 2024

The CRM team needed to be able to understand the significance of customer behaviors so they could tailor campaigns, communications, and messages, and send them at the right moment on the right channel. This is the only way to gain the insights required for increasing engagement and growing revenues.

Sports 52

Sports CRM Case Study Communication 52

Optimove

MAY 27, 2024

The CRM team needed to be able to understand the significance of customer behaviors so they could tailor campaigns, communications, and messages, and send them at the right moment on the right channel. This is the only way to gain the insights required for increasing engagement and growing revenues.

Sports 52

Sports CRM Case Study Communication 52

SurveySensum

JANUARY 26, 2024

So let’s deep dive into different stages of the customer journey. From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey. Key Touchpoints : Social media ad showcasing the app’s features.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

Confirmit

SEPTEMBER 22, 2019

Every 1% increase in OSAT has equated to a 13% reduction in escalated complaints and a 15% cost saving as a result of customer retention. Closed-loop processes have boosted client retention and reduced costs, while higher NPS has increased revenues through new business from promoters. Voice of the Customer Case Studies.

Multi-Channel 40

Multi-Channel NPS Travel Case Study 40

CustomerSuccessBox

JULY 29, 2020

According to James this is the first time Customer Success (CS) has come into the spotlight and hence it a perfect opportunity for the CS community to shine and make an impact. Due to the pandemic, smart companies are focussing on customer retention and revenue retention as customer acquisition is hard now.

Customer Success 52

Customer Success Case Study Metrics Measurement 52