InMoment XI

DECEMBER 6, 2024

Companies constantly seek ways to improve satisfaction, foster loyalty, and drive revenue, but delivering an exceptional customer experience is no small task. From managing customer touchpoints to implementing advanced tools and strategies, achieving the desired results requires significant expertise and resources.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

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. Here are some of the top customer behavior analysis tools to be aware of: 1.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

OCTOBER 30, 2024

Customers who feel valued are more inclined to renew policies and become loyal brand advocates. It improves customer satisfaction across all touchpoints. Quick, transparent, and efficient services reduce frustration and improve the customer journey. Be transparent with your customers. Streamline workflows.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Customer Experience Design Customer experience design (CXD) is a customer experience strategy used to create customer experiences that meet customer needs and drive customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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. Start With One Customer Touchpoint Sometimes, you need to start small.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

InMoment XI

NOVEMBER 22, 2024

User feedback enables continuous product improvement by highlighting customer behavior and expectations. For example, if a specific integration is in popular demand, implementing it can improve retention and satisfaction. Happy customers are more likely to extend their subscriptions and purchase additional features.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

DECEMBER 10, 2024

Active churn is when customers voluntarily stop using a service or product. The most straightforward example is when a customer decides to cancel their subscription. It occurs when customers dont explicitly cancel their service. For example, a subscription that ends due to failure to update credit card details.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

eglobalis

JULY 31, 2024

With a unified view, companies can understand customer journeys better, predict future behaviours, and tailor interactions to individual needs, significantly enhancing the overall customer experience. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

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. A classic example comes from Amazon.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. Passive churn occurs when customers don’t explicitly cancel their service. For example, a subscription that ends without renewal or communication from the subscriber. It enhances customer satisfaction.

Customer Retention 195

Customer Retention How To Analysis ROI 195

CloudCherry

AUGUST 9, 2018

Even traditionally non-customer facing departments like HR can offer insight into the employee experience. Gaining a 360 view of the customer. After the customer journey is designed, brands can begin to measure the customer’s experience across each touchpoint.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

ECXO

AUGUST 12, 2024

This holistic understanding allows for highly targeted marketing messages and personalized interactions, significantly improving the overall customer experience. Continuous Personalization: Personalization engines and AI tools enable real-time customization, meeting customer expectations at every touchpoint.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

Lumoa

APRIL 3, 2018

That time, customer experience management was still unknown to the most of the business doers. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Do not ask feedback after each touchpoint either.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience? What are Some B2B Customer Experience Examples?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

eglobalis

AUGUST 19, 2024

This metric helps companies align their offerings with customer expectations and drive long-term loyalty. They found that these metrics better capture the nuances of customer interactions and help identify areas for improvement. Why NPS doesn’t work any more, and what’s the alternative?

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

CloudCherry

DECEMBER 1, 2018

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Lumoa

NOVEMBER 8, 2018

The churn or retention rate are usually used to understand the connection between the customer experience management and its monetary value. Three Customer experience Metrics The Customer Experience Metrics are the KPIs the business follows that involve customers’ input. Image by Retently.

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

Feedback

NOVEMBER 24, 2016

With feedback coming from everywhere online (online reviews, social media comments, customer feedback surveys, among others), businesses can more easily and instantly gain access to “Voice of the Customer” data and use this to measure and optimize the overall customer experience.

Customer Experience Management 133

Customer Experience Management Customer Experience Management Feedback 133

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. Table of contents What is crisis management? Today, the Tylenol crisis is often cited as one of the best examples of brand crisis management.

Examples 52

Examples Brands Management Airlines 52

Calabrio

MARCH 5, 2025

Customer experience analytics , or CX analytics , is the practice of collecting and analyzing data related to customer interactions with a business. Typically, CX data is gathered from an array of touchpoints and can include information related to both online and offline interactions.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

ReviewTrackers

APRIL 17, 2017

What is Customer Experience Management? Customer Experience Management (CEM or CXM) is a business and technology term used to describe the process or system for tracking, managing, and organizing every interaction between a customer and a company throughout the customer’s entire journey.

Customer Experience Management 90

Customer Experience Management Customer Experience Management Social Media 90

InMoment XI

OCTOBER 24, 2024

InMoment’s advanced analytics and AI-powered tools allow businesses to track customer sentiment, identify trends, and personalize interactions across the customer journey. This makes it a top choice for companies looking to improve customer loyalty, satisfaction, and overall experience.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. CX is a Business Strategy, Not a Support Function At first glance, its easy to assume that the Customer Experience Manager is just another version of a customer support lead.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Experience Investigators by 360Connext

NOVEMBER 16, 2021

In this example, a feedback program goal could be to uncover why NPS is significantly lower for the year-plus customers than the new customers. Align your feedback journey with your overall customer journey. Feedback is often treated as if it’s a separate and distinct experience from the customer’s journey.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

InMoment XI

AUGUST 9, 2024

Customer Experience (CX) refers to the overall impression and perception a customer has about a company or brand based on their interactions throughout the entire customer journey. Customer experience can also be referred to as customer experience management (CXM or CEM). For example.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Retently

JANUARY 13, 2025

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. Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. This type of survey is a great way to close the loop on a customer interaction and make sure that you’ve met their expectations.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

PeopleMetrics

MARCH 26, 2018

Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.

Touchpoint 85

Touchpoint Feedback CEM Call Center 85

GetFeedback

JANUARY 12, 2020

airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. Another example of requests that shouldn’t be immediately fixed is the major changes that take time to assess and, if approved, implement.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

CloudCherry

OCTOBER 30, 2018

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

GetFeedback

AUGUST 14, 2019

Then multiply by 100 to see the percentage of satisfied customers. Such as: (Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers . See the example below. Why only consider the percentage of those customers who call themselves satisfied? . Goal 2: Coach employees.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

ECXO

MAY 16, 2024

A customer journey is always seen from the customer’s perspective. The touchpoints of the customer journey, i.e., the various occasions when a customer comes into direct or indirect contact with the organization, product, service, or brand, constitute the customer journey and are key to influencing the customer experience.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

Lumoa

AUGUST 3, 2021

How to transform the experience by looking at customer journeys 1. It’s the journey and not single touchpoints that matter Companies have traditionally looked to improve customer experience by focusing on particular touchpoints, which often creates misleading results.

Customer Journeys 243

Customer Journeys Customer Experience Touchpoint Customers 243

Retently

OCTOBER 1, 2018

Not only will key decision makers have an easier time focusing on customers, but a customer journey map will also help you make each step of the buying experience much more convenient for your leads. Consumer demands and behaviors can also influence your customer journey map. Also, it helps you improve all touchpoints.

Customer Journeys 91

Customer Journeys Touchpoint CEM Social Media 91

PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Field Services: customers interact with a company in their home.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91