Retently

NOVEMBER 27, 2024

Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 That’s a lot of shopping carts, checkouts, and happy customers! Expanding Revenue Channels 4.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

eglobalis

NOVEMBER 3, 2024

Integrate Cross-Functional Collaboration Effective CX is not the sole responsibility of a single department; it relies on seamless collaboration across various functions, from marketing and sales to product development, customer support, and beyond.

B2B 514

B2B Culture Innovation Loyalty 514

GetFeedback

MARCH 21, 2019

So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX). You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. Now, how do you use your NPS data to actually make your customers’ experience better?

Customer Journeys 186

Customer Journeys NPS Net Promoter Score Data 186

InMoment XI

NOVEMBER 22, 2024

Happy customers are more likely to extend their subscriptions and purchase additional features. Collecting and analyzing feedback allows you to provide more value, which increases sales, subscriptions, and revenue. Customer satisfaction results in positive reviews and testimonials.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Calabrio

MARCH 25, 2025

Customer feedback management and automation tools This category includes tools that streamline the collection and management of customer feedback. Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES.

Software 130

Software Customer Journeys Tools Contact Center 130

Experience Investigators by 360Connext

NOVEMBER 30, 2021

Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Ultimately, these help identify general truths about your customer including their: Expectations.

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

InMoment XI

SEPTEMBER 17, 2024

As a matter of fact, 56% of customer service leaders said they plan to invest more into their customer journey, which would be a first-time investment for 45% of them. These investments highlight how crucial the customer journey is to a great customer experience and creating lifelong customer relationships.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

ECXO

AUGUST 19, 2024

Research shows that companies leveraging advanced experimentation techniques see significant enhancements in performance metrics, such as a 20% increase in customer satisfaction and higher sales conversion rates. Refined Customer Journey Mapping : Experimentation is particularly useful for refining customer journey maps.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

Experience Investigators by 360Connext

JANUARY 7, 2025

I often hear about common goals like: Improve Net Promoter Score (NPS) Reduce customer churn Increase customer lifetime value The Experience Investigators team uses SMIRC goals for CX : Social, measurable, inspiring, relevant, and contextual. My client had just returned from a presentation to her executive committee.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

GetFeedback

MAY 23, 2019

CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . In essence, VoC gives your customers a voice within your organization. . CSAT vs. NPS: an overview . CSAT vs. NPS: a detailed comparison.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

JANUARY 9, 2024

Given these various interpretations, we can define the B2B customer experience as the cumulative impact of all interactions and experiences between your business and your business customers, at every touch point across the entire customer journey. Customer relationships. Why is B2B CX Important?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. In the era of digital transformation and customer-centric strategies, organizations must shift toward a more collaborative and integrated structure. The result?

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

eglobalis

MARCH 13, 2025

Some of the key challenges include: Complex Stakeholder Relationships: B2B purchases typically involve multiple decision-makers and longer sales cycles. Aligning a great experience across numerous stakeholders (from end-users to executives) over an extended buying journey is difficult. Demonstrating the value of CX (e.g.,

Leadership 232

Leadership B2B B2C Effort Score 232

GetFeedback

SEPTEMBER 13, 2018

If you want to confidently predict which customers will be referrers and which will repurchase, look no farther than NPS, or Net Promoter Score. NPS surveys ask, How likely are you to recommend us? on a scale of 1-10 to determine customer loyalty. There’s other uses for NPS, too.

Customer Journeys 247

Customer Journeys Net Promoter Score How To NPS 247

eglobalis

JUNE 27, 2024

Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback. Sales and delivery teams provide invaluable data through regular customer interactions. Customer surveys remain fundamental for gathering direct feedback.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

Lumoa

JANUARY 7, 2021

At what point during the customer journey should you measure how the customer is feeling? After their journey is over? In reality, there are several customer touchpoints along the customer journey where you can (and should!) Imagine being a customer buying a train ticket. In the middle?

Customer Journeys 195

Customer Journeys Touchpoint Measurement Survey 195

CX Accelerator

AUGUST 19, 2019

what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. And this is both as a whole, as well as within specific departments responsible for different parts of the customer journey.

Customer Journeys 345

Customer Journeys Telecommunications Metrics Touchpoint 345

GetFeedback

DECEMBER 17, 2018

Place the survey in the right customer journey milestones. Design your customer survey the right way. For instance, Extremely Satisfied, Very Satisfied, Neutral, Somewhat Satisfied, and Not Satisfied is a symmetrical scale of possible answers customers could choose from. Case in point: decreasing customer churn.

Customer Journeys 223

Customer Journeys Survey Net Promoter Score Effort Score 223

ECXO

JULY 29, 2024

Companies use several methods to gather data and understand their customers: Voice of Customer (VOC) Programs : Capturing customer preferences, experiences, and expectations through direct and indirect feedback. Sales and Delivery Teams : Providing invaluable data through regular customer interactions.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

DECEMBER 10, 2024

Identifying these touchpoints helps you see where you can improve and make a real difference in the customer experiencefrom browsing your website to receiving customer support and beyond. Customer journey mapping is a crucial process to identify your customer touchpoints. Showcase efficiency gains.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

GetFeedback

SEPTEMBER 25, 2018

For accurate data and satisfied customers, give balanced answer options. There’s a reason a good Net Promoter Score (NPS) question is more along the lines of, How likely would you be to recommend us to a family or friend? The NPS survey question is often used to gauge customer loyalty. Use unbiased language.

Customer Journeys 207

Customer Journeys Survey Net Promoter Score Effort Score 207

Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. We had a talk with Jim on the future of customer experience and current trends in the field and wanted to share our findings with you.

Analytics 256

Analytics Customer Journeys Customer Experience Net Promoter Score 256

ECXO

DECEMBER 25, 2024

When businesses focus on giving their customers a fantastic experience, those customers tend to stick around longer, spread the word to their friends, and become loyal advocates. Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. Some customer experience managers will have marketing experience, others will have sales experience, etc.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

DECEMBER 15, 2023

Share customer journey maps and insights. Don’t limit key insights and journey maps to just certain leaders or teams. As you are building customer journey maps, share what you find. Explain how to review the map and what might be most interesting or surprising for employees to learn.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

GetFeedback

AUGUST 14, 2019

Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest advocate. . Customers and their experiences are complex and nuanced, so there’s no perfect metric.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. What are the customer experience maturity levels? The VoC is the heartbeat of any customer experience program. that make the most impact on your main CX metric. .

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Experience Investigators by 360Connext

MARCH 8, 2021

If you have a customer journey map, or you’re working on one, this is also a great thing to introduce here! How We Lead on Behalf of our Customers. How are customers included in decision making? If you have a Voice of the Customer (VoC) program, explain that and how it works. Empathy mapping.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

GetFeedback

DECEMBER 10, 2018

With Net Promoter Score (NPS), companies can measure customer loyalty and find ways to turn customers into champions. NPS involves one simple question: How likely are you to recommend us to a friend or colleague? The standard NPS question. NPS calculation. Seems crazy, right? Pillar 1: Design.

NPS 210

NPS Net Promoter Score Survey Measurement 210

Calabrio

MARCH 5, 2025

Thanks to advances in AI, the latest customer experience analytics tools are enabling businesses to analyze seemingly countless interactions in real time and driving a new level of precision for service, sales, marketing, product management, and beyond. Boosts in sales performance.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

ShepHyken

AUGUST 31, 2023

They write about how improving customer journeys increases business growth. Consistently improving the customer journey and user experiences can help you attract and retain loyal customers. Let’s explore how improving customer journeys and user experiences empowers you to achieve sustainable business growth.

Customer Journeys 132

Customer Journeys Net Promoter Score Touchpoint Customer Satisfaction 132

InMoment XI

DECEMBER 30, 2021

Are you measuring a customer experience—and is it satisfaction or NPS—or a metric that’s meaningful to the goal you’re trying to accomplish? How to Win the “Make or Break” Moments in the SaaS Customer Journey. In every SaaS customer journey, there’s a make or break point. What are you doing with it?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Lumoa

JANUARY 2, 2022

Studies show that 70% of complaining customers will return if their complaints are addressed, and up to 95% will return if their complaints are resolved quickly. The Net Promoter Score® (NPS) framework is the most commonly used survey methodologies globally and is upheld as the gold standard for customer experience metrics.

NPS 195

NPS Net Promoter Score How To Social Media 195