ECXO

MARCH 6, 2025

Leadership must establish a clear vision for what great customer experience looks like for the organization and articulate why it matters for the companys future. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 26, 2024

Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

AUGUST 1, 2024

Understanding customer sentiment is essential for businesses trying to enhance their customer experience and drive growth. In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance.

Measurement 195

Measurement Effort Score How To Hotels 195

InMoment XI

MARCH 14, 2025

Data-driven decision-making helps you fine-tune agent workflows and adjust staffing levels based on actual customer needs instead of just gut feelings. For example, if youre struggling with long wait times, then you either need your agents to process calls more quickly or you need more agents. Post to your knowledge base?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

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.

NPS 450

NPS Feedback Net Promoter Score B2C 450

InMoment XI

JULY 23, 2024

Positive Word-of-Mouth: Happy customers are more likely to recommend your brand to others, expanding your customer base. Competitive Advantage: Offering a superior customer experience can differentiate your brand from competitors. Discover some customer journey mapping examples to help you get started.

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

ECXO

DECEMBER 4, 2024

Here, the emphasis is on addressing operational challenges, offering maintenance services, and ensuring that the delivered product integrates seamlessly into the customer’s processes. Their success is measured in terms of repeat business, customer referrals, and overall customer satisfaction. Customer Engagement 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. Reduce customer churn. A classic example comes from Amazon.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

Comm100

APRIL 12, 2018

This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times. Understanding Customer Experience.

NPS 170

NPS Measurement Effort Score Customer Experience 170

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. As your organization starts your customer experience management efforts, you need to consider how to measure it. It is often referred to as a brand or relationship metric.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Retently

AUGUST 1, 2024

Begin measuring NPS as soon as you have a stable product and a steady stream of customers to get valuable feedback early on. Ensure you have a sufficient number of customers for accurate and reliable NPS results. Regularly measure, analyze, and adjust based on NPS feedback to keep improving your business.

Net Promoter Score 147

Net Promoter Score Measurement Effort Score NPS 147

BirdEye

MARCH 27, 2025

This blog post will provide an in-depth look at brand crisis management , exploring real-world examples and essential best practices to help businesses navigate crises effectively. In the following sections, we will look at some brand crisis management examples that offer valuable insights into what works and what doesnt.

Examples 52

Examples Brands Management Airlines 52

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

ECXO

DECEMBER 25, 2024

Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

JULY 7, 2022

For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it. Brand equity is the measure of the perceived worth of a brand-name product, especially when compared to a generic equivalent product. Customer Preference.

Brands 369

Brands How To ROI Social Media 369

InMoment XI

OCTOBER 24, 2024

It excels in creating personalized, data-driven email and SMS marketing campaigns that boost customer retention and drive conversions. Klaviyo integrates seamlessly with e-commerce platforms like Shopify and BigCommerce, allowing businesses to segment customers based on behavior, purchase history, and more.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

SEPTEMBER 22, 2022

The objective is to increase business outcomes (for example, improving customer experiences ) by reducing defects and improving services and processes. Six Sigma follows the DMAIC process made up of the following steps: Define Measure Analyse Improve Control. The 5 Steps of the Six Sigma Methodology.

Analysis 370

Analysis Analytics Measurement Customer Experience Professionals 370

ECXO

JUNE 11, 2023

Set clear experience goals – defining clear experience goals will help you measure the success of your experience design. Which metrics should you use to track to measure performance and demonstrate ROI? How do customers experience your brand – across touchpoints? What can we learn from B2C brands (with business customers)?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

InMoment XI

JANUARY 9, 2024

Ultimately, a positive B2B customer experience contributes to customer satisfaction, loyalty, and the potential for long-term partnerships and repeat business. What are Some B2B Customer Experience Examples? How Has the B2B Customer Experience Evolved? Support and service.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Retently

JANUARY 19, 2023

Before attempting to measure it, let’s first try to define what product-market fit is. Another reason why product-market fit is essential is that it helps to create a loyal customer base. When a product meets the target market’s needs, customers are likelier to become advocates for the product.

Measurement 157

Measurement Survey Marketing Effort Score 157

CSM Magazine

OCTOBER 29, 2024

In today’s fast-evolving business landscape, customer service has moved beyond merely solving problems or answering questions. Companies are now responsible for a range of measures that impact the customer experience, from ensuring compliance with complex regulations to implementing safety protocols that build trust.

Measurement 52

Measurement Customer Service Hotels Policies 52

InMoment XI

NOVEMBER 18, 2024

Predictive Analytics Predictive analytics models use past historical data, artificial intelligence, and machine learning to make educated predictions about future customer actions, such as likelihood to purchase, churn risk, or response to specific promotions. This approach enables more targeted marketing and product strategies.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Lumoa

MARCH 9, 2023

By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns. The release of the “ How It’s Made ” videos is a perfect example of this. There’s no objective measure of empathy. And, in fairness, it’s easy to do that.

Customer Experience 397

Customer Experience Social Media Customers Video 397

GetFeedback

APRIL 8, 2019

A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies. The responses will be a key indicator of customer loyalty and overall customer satisfaction. .

NPS 247

NPS Net Promoter Score Effort Score Metrics 247

Comm100

APRIL 28, 2021

As easy as it is to support customers with live chat, live chat customer support operations should never be run blindly. Knowing how your team is performing is the key to delivering great customer service. It also helps to develop stronger ties with your customers, as well as more effective communication with your employees.

Measurement 146

Measurement Abandon Rate Net Promoter Score Wait Times 146

Help Scout

SEPTEMBER 7, 2021

In this post, we’re going to explore the critical difference between customer satisfaction and customer service quality, and then we’ll show you, step-by-step, how to build an effective system for measuring the quality of the service experience you are delivering to your customers.

Measurement 118

Measurement Tools Customer Service How To 118

Retently

MARCH 17, 2025

Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Shout out to Eli Weiss , former Director of CX at Jones Road Beauty , whose example well actively use throughout this guide to showcase data visualization. Tracks customer pain points in real-time.

Report 90

Report How To Effort Score NPS 90

Retently

MARCH 11, 2025

Example: If multiple customers report that a pair of jeans runs too small, this needs to be flagged to the product team ASAP in order to update sizing information or adjust the fit in future production runs. Negative reviews that mention shipping issues, product defects, or poor customer service get escalated right away.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Lumoa

APRIL 24, 2018

As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. I would NEVER rely on NPS as the only measurement of customer perception." For example, if they worked for the travel sector, it would make sense to ask NPS.

System 317

System Effort Score NPS Net Promoter Score 317

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. That’s a measurement that can help make your case, but it’s not necessarily the end-goal. But don’t just measure to measure!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

GetFeedback

DECEMBER 2, 2019

Start with measuring your CSAT score as outlined by GetFeedback. I’ve outlined an example here. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. By keeping the customers you have happy, the expenses would be five times less than that, at $16,000.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Customer segmentation. Examples: Please note that this survey expires in 3 days.

NPS 99

NPS Examples Tips Net Promoter Score 99

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Lumoa

JUNE 30, 2022

For example: What do we do to promote the customer experience? And while this is a great place to start, mastering how to sell customer experience is not a trivial task. Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

eglobalis

AUGUST 13, 2024

A prime example of this resilience is the company’s swift recovery from the 2016 Galaxy Note 7 crisis. Within three months, Samsung had not only addressed the issue but also implemented extensive new safety measures and quality control protocols. Apple: Apple’s brand loyalty is legendary.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

Retently

OCTOBER 23, 2024

They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage. Stores can use various types of surveys to collect experience data, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.

Ecommerce 109

Ecommerce Survey Retail NPS 109