Retently

JANUARY 13, 2025

It pinpoints friction points that might otherwise go unnoticed, making it an invaluable metric for improving the customer journey. Whether you want a sleek one-question format or a more detailed follow-up, the ability to tailor your surveys ensures they feel natural and engaging to your customers. What the Research Says About CES?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

GetFeedback

SEPTEMBER 18, 2019

Loyalty is influenced by many touchpoints across the journey–service happens to be one of those touchpoints–and one that is far more likely to lead to disloyalty. . Subsequent dialogs are customized based on whether the answer is good, not so good, or don’t ask. Don’t try to delight all customers across all touchpoints.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

InMoment XI

JANUARY 9, 2024

Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer. In B2B, customer support tends to be more hands-on and personalized, with dedicated account managers, CX representatives, and specialized support teams.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. Balancing the individual and collective aspects of customer experience is a delicate dance that businesses must master.

Connections 334

Connections Customer Experience Social Media Analysis 334

GetFeedback

SEPTEMBER 14, 2018

According to a study organized by the Harvard Business Review : “Loyalty has a lot more to do with how well companies deliver on their basic, even plain-vanilla promises than on how dazzling the service experience might be. Yet most companies have failed to realize this and pay dearly in terms of wasted investments and lost customers.”.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

GetFeedback

NOVEMBER 23, 2019

Particularly in terms of customizing experiences, enabling teams to work more efficiently, and “ achieving a single view of the customer ,” as Salesforce puts it. The message from CX leaders at Dreamforce was this: Companies should apply AI across all touchpoints of the customer journey — marketing, sales, commerce, service, etc.

Conference 48

Conference Case Study Fashion Customer Expectations 48

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. And most importantly how do we turn customers into lifelong fans?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

SEPTEMBER 9, 2024

What is Customer Experience Consulting? Customer experience consulting is a specialized service that helps businesses enhance the experiences they provide to their customers across every touchpoint—from the initial awareness stage to post-purchase support. What to Look for in a Customer Experience Consultant?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

NICE inContact

MAY 23, 2019

This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base. These are just a few examples of the thought-provoking statistics contained in our latest benchmark study.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

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

BlueOcean

OCTOBER 8, 2021

The first example is from “Outside In: The Power of Putting Customers at the Center of Your Business” by Harley Manning and Kerry Bodine, where you can read about it in more detail. The water utility company, based in the U.K., spent years planning the roll out of smart meters to their customer base.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Lumoa

NOVEMBER 21, 2023

When it comes to increasing profitability and retaining a loyal customer base, the ability to smartly source, analyze, and use customer feedback data to enhance services and products makes all the difference. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Analysis 195

Analysis Feedback Social Media Chatbots 195

GetFeedback

DECEMBER 2, 2019

To determine the ROI for your business, it’s important to have a clear understanding of how much you are spending on earning and keeping your customers. But your best customers will also spend more on your brand! In one study , the strongest brand advocates spent 15% more than non-advocates. Recover unsatisfied customers .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

BirdEye

SEPTEMBER 18, 2020

Consumers expect personalized experiences at every point of the buying journey, so businesses looking to accelerate their growth and long-term success must provide outstanding personalized customer experiences at every touchpoint. The customer journey is a representation of your customer’s lifecycle from awareness to advocacy.

Customer Experience 112

Customer Experience Management Touchpoint ROI 112

ShepHyken

AUGUST 31, 2023

Consistently improving the customer journey and user experiences can help you attract and retain loyal customers. Your customer journey refers to the path that your customers take as they interact with your brand at different touchpoints. Optimize this journey, and growth is well within your grasp.

Customer Journeys 132

Customer Journeys Net Promoter Score Touchpoint Customer Satisfaction 132

Customer Guru

APRIL 17, 2018

According to a study by Walker, customer experience will overtake price and product as the key brand differentiator by 2020. Further, a research conducted by Forrester demonstrates that 72% of the businesses considered improving customer experience as their priority. A rise in customer advocacy and referrals.

Customer Experience 141

Customer Experience Touchpoint Customer Satisfaction Brands 141

InMoment XI

MARCH 4, 2024

Comparison with Existing Data If you have existing data or are conducting research in a field where a particular Likert scale is commonly used, it may be advantageous to maintain consistency for easier comparison and analysis across studies. This standardization allows for easier comparison of results across studies and populations.

Comparison 195

Comparison Net Promoter Score Analysis Effort Score 195

ijgolding

AUGUST 12, 2018

A customer NEED is something that is very important (rather than just desirable) and that is a necessity or a basic requirement – an airline getting you to your chosen destination on time, for example. Your ability to give customers what they WANT will enable your organisation to differentiate itself.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Lumoa

APRIL 24, 2018

Finally, there are research studies that question the validity of the science behind NPS." Steve Towers Customer Experience & BPM Visionary, Keynote Author, Board Advisor & Judge. NPS is often misused to bonus people, creating sub optimal customer experiences and the score begging problem again. linkedin Why?

System 317

System Effort Score NPS Net Promoter Score 317

BirdEye

SEPTEMBER 18, 2020

Consumers expect personalized experiences at every point of the buying journey, so businesses looking to accelerate their growth and long-term success must provide outstanding personalized customer experiences at every touchpoint. The customer journey is a representation of your customer’s lifecycle from awareness to advocacy.

Customer Experience 97

Customer Experience Management Touchpoint ROI 97

Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. What is Customer Journey Orchestration?

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

InMoment XI

FEBRUARY 12, 2024

Integrated customer experience is a catalyst that improves organizations’ main metrics and bottom line. How to Set Up Your Business for Integrated CX Setting up your business for integrated customer experience requires a strategic approach that encompasses technology, processes, and a customer-centric mindset.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Oracle

FEBRUARY 28, 2019

When it comes to omnichannel customer experience, brands are able boost sales while at the same time improving customers’ experiences at various touchpoints. ” So how can brands leverage an omnichannel approach that attracts new customers, increases individual sales, and builds a more loyal customer base? .”

Omni-Channel 106

Omni-Channel Brands Customer Experience Hotels 106

Feedbackly

FEBRUARY 2, 2023

There’s also a lot more you can gain by analyzing your customers’ emotions throughout the customer journey. When you can see how customers feel and react at different touchpoints, it becomes easy to recognize the strengths and pain points in the customer journey.

Abandon Rate 98

Abandon Rate Touchpoint Customer Journeys NPS 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

Thematic

MARCH 20, 2025

Think of a customer insights framework as your blueprint, a structured approach that helps your businesses analyze customer behavior, segment their audience, and apply learnings to enhance products or services. Build better products by prioritizing features customers actually want. Why Does it Matter? Just look at Atom Bank.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

SurveySensum

DECEMBER 18, 2024

Absolute Method Absolute NPS refers to the straightforward calculation of NPS based on the percentage of promoters, detractors, and passives without comparing it to any external benchmark or industry standard. Here is a study of NPS benchmarks that reveals the average NPS score of different industries in 2024.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

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. Negatives of CSat.

NPS 170

NPS Measurement Effort Score Customer Experience 170

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? Now, let’s get down to the advantages.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

BirdEye

OCTOBER 27, 2020

Customer loyalty is now earned by delivering memorable experiences and forging genuine connections. Studies show that customer experience drives over two-thirds of customer loyalty , outperforming brand and price combined. Customer experience is simply too complicated to be captured by a single number.

Net Promoter Score 98

Net Promoter Score Metrics Measurement Effort Score 98

GetFeedback

FEBRUARY 7, 2020

As you accomplish this, you’ll see your revenue and customer count grow through referral traffic and an improved brand reputation. You’ll also be able to pull your Salesforce customer data into GetFeedback’s platform, allowing you to tailor your customer’s survey experience. Customize the experience. Optimize your design.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

InMoment XI

NOVEMBER 15, 2023

Who Needs Customer Experience Analytics? The short answer is that nearly every business can benefit from customer experience analytics. Customer experience analytics is a powerful tool that enables businesses to connect with their customers on a deeper level.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Comm100

NOVEMBER 13, 2022

“The increase in our customer base was causing such a huge uplift in chat volume, we knew that we had to install a chatbot. Providing excellent support across all channels is key because customers hate waiting for a response. Speed in customer service matters the most to customers, and omnichannel helps achieve this.

Tools 238

Tools Customer Service Tips Omni-Channel 238

Feedbackly

NOVEMBER 10, 2022

It tries to capture customers’ emotional engagement with the brand as they go through different stages of the customer journey. In this regard, emotional experience is customer experience evaluated using emotions. A study by Harvard shows that 95% of purchase decisions are emotional.

Customer Journeys 98

Customer Journeys Employee Engagement Touchpoint Metrics 98

Kayako

AUGUST 7, 2019

Everything needs to gel together well, and connect to tell a story that the customer can understand and appreciate. . Why mapping the Customer journey is important for stellar Customer Experiences. The customer journey is the sum of all the touchpoints and experiences your customer has when interacting with your business.

Customer Experience 187

Customer Experience How To Comparison Customer Journeys 187

Comm100

DECEMBER 22, 2016

However with an omni-channel system, these customer service channels are not as segregated. Instead, you can think of them as touchpoints on a single, highly effective channel, which gives customers a seamless experience across devices and platforms. Source: Multichannel Merchant. Email Will Be Taken to the Next Level.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

Retently

MARCH 10, 2022

If you set the right pace, opt for straightforward communication and are proactive in your attempts to convert simple features into business benefits, it will definitely add up to your long-term customer base. . But what if you have attracted the wrong audience from the start?

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147