ECXO

MARCH 11, 2025

reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ). Step 2: Secure Executive Sponsorship with a Data-Driven Business Case To get C-suite buy-in , CX leaders must speak in business terms showing how CX improvements translate into profitability, revenue, and cost reduction.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

ECXO

MARCH 6, 2025

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. Regular strategic checkpoints (e.g.,

B2B 339

B2B Customer Journeys How To Effort Score 339

Lumoa

FEBRUARY 7, 2023

Customers don’t always take the time to express their feelings. Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format.

Analysis 396

Analysis Data How To Customer Centricity 396

Kerry Bodine

MAY 3, 2019

We talked about a wide range of customer experience topics, but my favorite point in the conversation was getting to ask Rob a question that’s been in the back of my mind since I first heard about NPS some dozen plus years ago: Why the 11-point scale? To get the full picture, you also need to understand actual customer behavior.

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

eglobalis

MARCH 13, 2025

Complexity in customer journeys often leads B2B companies to score lower on CX than B2C, highlighting the effort needed to meet diverse needs. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support.

Leadership 238

Leadership B2B B2C Effort Score 238

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback.

Analytics 370

Analytics Data Customer Experience Social Media 370

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Data Analytics How To 62

ECXO

OCTOBER 27, 2024

By analyzing churn in conjunction with Customer Experience (CX) metrics—such as customer feedback or satisfaction scores—companies can understand the specific reasons why customers are leaving. Customer Success (CS) metrics play a vital role in analyzing the health and performance of subscription-based businesses.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. The process helps you build a rich dataset that provides insight into customer behavior. The next step is identifying patterns in this data to help you better understand your customers.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

OCTOBER 23, 2024

Providing services like fraud detection, secure transaction platforms, and encryption will enable you to secure your customers’ data and transactions. Offer industry-specific solutions and insights. Introduce loyalty programs to reward long-term customers for their continued use of your banking services.

Banking 195

Banking Customer Experience Effort Score Financial 195

Lumoa

NOVEMBER 19, 2017

For some companies collecting feedback is easy. Maybe even too easy: I’ve come across a big corporation, which collects feedback, stores it somewhere and does nothing with it. While server space is cheap, and this might feel like an easy way to make customers believe you listen to them, don’t do like this. So that being said.

Feedback 285

Feedback Net Promoter Score NPS Survey 285

InMoment XI

DECEMBER 3, 2024

This is where a customer experience maturity model comes into play. What is a Customer Experience Maturity Model? It provides a data-driven approach to identifying areas for improvement across the customer journey. For example, using surveys to collect feedback and sentiment analysis to understand emotional tone.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Alida

SEPTEMBER 26, 2018

It’s the only real way to future-proof your business, writes Scott Miller , CEO of Vision Critical: “In this landscape, the voice of the customer has never been more critical. That’s because in a world of more data and more transparency, there’s also more uncertainty. Strategy 2: Sell more to your existing customers.

Customer Insights 408

Customer Insights Customer Journeys How To Strategy 408

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. By the end, you'll know how to turn raw data into actionable insight.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework? Just look at Atom Bank.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Thematic

APRIL 8, 2025

Ever wonder how to actually use all that customer feedback you collect? That’s where a strong customer feedback loop process comes in. It typically includes four stages: collecting feedback, analyzing feedback, implementing changes, and closing the loop (following up with customers).

Feedback 62

Feedback Analytics Analysis NPS 62

Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

ECXO

FEBRUARY 3, 2025

Proactive Sales: Anticipating and Acting Ahead On the other hand, a proactive sales process revolves around anticipating customer needs and addressing them before the customer has to ask. Personalized outreach: Instead of generic communication, sales reps provide tailored solutions that feel relevant to the customer.

Sales 266

Sales Customer Experience e-support Examples 266

Thematic

MARCH 20, 2025

Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Deep Customer Insights Power Business Success Insight is the cornerstone of every successful strategy. But what makes this combination so powerful?

Innovation 156

Innovation Leadership Customer Insights Report 156

Calabrio

MARCH 25, 2025

Are you able to understand what your customers are telling you? Can you use these customer insights to improve their experiences and deliver what they really want? If not, thats where the latest AI-driven Voice of the Customer software and tools can help.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

NOVEMBER 13, 2024

million customers across the Tasman, the health insurance provider became profitable by focusing on churn prediction. Through its partnership with InMoment, nib rolled out a closed-loop feedback process to improve the customer experience. To predict customer churn, you need to know how to model it.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

Thematic

MARCH 18, 2025

Let’s be real—understanding your customers isn’t easy. They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. " That’s exactly why customer insights platforms are essential.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Choose a cadence.

Voice of Customer 239

Voice of Customer Data Customer Service Net Promoter Score 239

Lumoa

FEBRUARY 28, 2023

No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. It’s the surest way to build a better product. It helps you prioritize.

Feedback 195

Feedback Strategy Net Promoter Score Effort Score 195

InMoment XI

DECEMBER 10, 2024

Customers may leave due to product dissatisfaction, poor service quality, high pricing, or simply because a competitor offers more value. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. InMoment Helps You Unlock More Insight from Your Data Starting Right Now.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Support tickets. Feature requests.

Feedback 221

Feedback Marketing Social Media Effort Score 221

InMoment XI

NOVEMBER 26, 2024

Create a visual representation of the journey using a customer journey map template. Your journey map should clearly show the stages, touchpoints, goals, emotions, and pain points a customer might experience. You can even share it with existing loyal customers.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Thematic

MARCH 30, 2025

Did you know that over 50% of consumers will switch to a competitor after a single unsatisfactory customer experience? A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

InMoment XI

OCTOBER 14, 2024

Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. This drop is a result of survey fatigue, a growing concern for businesses looking to embrace the customer-centric approach. The survey itself is exhausting to complete.

Survey 195

Survey How To Hospitality Feedback 195

CSM Magazine

JANUARY 28, 2025

Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue.

Customer Insights 52

Customer Insights How To e-support Social Media 52

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback.

Analytics 221

Analytics Data Customer Experience Social Media 221

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434