Experience Investigators by 360Connext

JANUARY 7, 2025

Everyone in your organization has the power to create great experiences, but it takes a strategic effort to make the most use of your time and scale your efforts successfully. Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

APRIL 23, 2024

But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. CX leaders need to present strong business cases for every step of their journey. CEM is about understanding customers, yes, but it’s also about why that’s important for your organization.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ReviewTrackers

MARCH 31, 2021

Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. According to Hubspot, the insurance industry is tied for the third-highest customer acquisition cost at $303.

Insurance 123

Insurance Customer Retention Industry How To 123

ProProfs Chat

MARCH 27, 2020

According to a study by Forbes, 84% of companies that work to improve their customer experience, witness a significant increase in their revenue. It is as clear as day that good customer effort scores translate to increased customer repurchase and customer retention rates. Bolster Customer Retention.

Effort Score 78

Effort Score Customer Retention NPS Survey 78

Experience Investigators by 360Connext

AUGUST 17, 2021

How Can We Prioritize CX efforts? Explore how that is going, discuss potential challenges, and discuss how the team goal drives the right efforts for the overall goals. All the effort at the team level is what leads to the overall success of the organization. What’s new: What is customer feedback telling us?

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

InMoment XI

AUGUST 19, 2024

Subjective Metrics: CX often relies on subjective metrics like customer satisfaction (CSAT) or Net Promoter Score (NPS). Why is Customer Experience ROI So Important? Investing in customer experience isn’t just about making customers happy—it’s about driving substantial business growth.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Customer Retention Is Your Future.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

Calabrio

APRIL 11, 2025

Put in the work of developing a comprehensive training strategy to ensure your efforts are targeted, effective, and aligned with broader business objectives. ” “Increase average CSAT scores related to agent communication by 5 points within 6 months through targeted soft skills training.”

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Retently

MARCH 17, 2025

Tracks how customer sentiment, retention, and support efficiency have evolved over time. customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year? retention and churn trends) Are we reducing the number of recurring complaints about product quality?

Report 90

Report How To Effort Score NPS 90

Think Customers

APRIL 10, 2025

Example: If your companys business strategy is to expand into new markets , your CX vision might focus on creating a seamless onboarding experience for new customers in different geographies. reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ).

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. The same happens with the common understanding that being a customer experience leader is good for business. It’s to stay ahead of customer defection. WHY are we collecting feedback ?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Totango

APRIL 9, 2019

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 76

Customer Retention How To Effort Score Case Study 76

CSM Magazine

APRIL 10, 2025

Kiosks and Smart Devices: For physical locations, deploy kiosks with self-service capabilities where customers can access additional product information or place orders. Once your self-service offerings are present on all key touchpoints, ensure they are consistent in design, functionality, and data management. The result?

Self Service 52

Self Service Multi-Channel How To Call Center 52

ProProfs Chat

MARCH 27, 2020

According to a study by Forbes, 84% of companies that work to improve their customer experience, witness a significant increase in their revenue. It is as clear as day that good customer effort scores translate to increased customer repurchase and customer retention rates. Bolster Customer Retention.

Effort Score 52

Effort Score Customer Retention NPS Survey 52

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. Ultimately, it helps ensure a boost in customer satisfaction.

Customer Insights 62

Customer Insights Data Analytics How To 62

Lumoa

JANUARY 19, 2023

Set clear start and endpoints for your data collection efforts. In contrast, if you are running a specific campaign and need customer experience data for a limited time, then you should focus your efforts on that period. Advocacy/Reputation/Brand This determines the customer’s willingness to recommend your products or services.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Customer Bliss

AUGUST 9, 2018

Posters are placed around the room to explain what the customer experience is and how to look at the three pillars of value, ease, and delight. A display of how everything is measured (Net promoter score). They update the NPS quarterly so employees can see if their efforts are actually making progress and increasing the scores.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Thematic

NOVEMBER 14, 2024

Customer Sentiment Analysis Builds Brand Loyalty Understanding how your customers feel also helps you build brand loyalty and boost customer retention. In one survey 43% of customers left a brand they were loyal to after a poor experience. This metric was created by CEB, which is now part of consultancy Gartner.

How To 62

How To Net Promoter Score Analysis Social Media 62

SurveySensum

MARCH 24, 2025

NPS tracking is the process of creating a continuous cycle of measuring, analyzing, and reviewing your NPS score to understand where you stand in terms of customer loyalty and satisfaction over time. 65% of customers said they have changed to a different brand because of a poor experience , making it crucial to address concerns early.

NPS 52

NPS Feedback How To Effort Score 52

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 126

Net Promoter Score Omni-Channel Company NPS 126

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. My advice is that all companies need to define the Customer Experience as an organization , so everyone is delivering the same ‘right thing’ for Customer Experience.

Net Promoter Score 184

Net Promoter Score Effort Score NPS Consulting 184

Lumoa

AUGUST 8, 2023

This shows the tangible, bottom-line benefits of listening to your customers. Additionally, a well-executed VoC initiative also helps in enhancing customer retention, resulting in higher customer loyalty scores, reduced customer turnover, and increased customer lifetime value through repeat purchases.

Analysis 195

Analysis Survey Feedback How To 195

Experience Investigators by 360Connext

AUGUST 22, 2023

It can feel like an uphill climb with too many paths to choose from— especially when you’re first starting your CX efforts. They empower their entire company to act on those insights and then seek to understand their customers all over again. But it’s worth the effort! your CX foundations. What measurements do you need?

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

SurveySensum

DECEMBER 18, 2024

NPS aims to unravel customers sentiments. You can receive a score of 35 or 50 or 63 which determines how happy or unhappy your customers are. But how can you know if it is a good or bad NPS score ? How to Measure Net Promoter Score? Now, the NPS score can be anywhere between -100 and +100. Its totally free!

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

DCX

FEBRUARY 4, 2025

Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. Ever present a brilliant CX initiative, only to watch leadership nod politely—and do nothing? A few years ago, I was presenting a customer experience (CX) initiative to senior leadership.

How To 52

How To Self Service Leadership Effort Score 52

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. But high scores matter, too. The result?

NPS 52

NPS Net Promoter Score Strategy How To 52

Retently

MARCH 18, 2024

Service survey questions effectively uncover customer expectations, allowing businesses to assess whether they are successfully meeting these benchmarks. Moreover, engaging customers directly for their feedback confirms that their input is valued, which can lead to improved loyalty and higher customer retention rates.

Survey 119

Survey Customer Service Strategy Effort Score 119

Calabrio

NOVEMBER 18, 2015

“Contact center agents are at the forefront of addressing client needs and have a direct and profound impact on customer experiences. Customer engagement and analytics software yield measurable benefits. Decreased their customer care costs by 6.3 percent increase in customer satisfaction rates year-over-year, compared to a 3.9

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

delighted

JULY 13, 2022

And likely, if something in your customer experience with the brand has gone awry in the past, e.g., your order didn’t ship when they said it would or the item that arrived did not look like the item you ordered, the brand was eager to make it right – and in turn, that earned your loyalty even more. Net Promoter Score.

Loyalty 88

Loyalty Measurement Customer Experience Net Promoter Score 88

ProProfs Chat

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A A common picture of the present time) – Most companies take customer satisfaction seriously but unfortunately, not everyone is successful.

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. Thanks to the higher response rate of B2B NPS surveys, business-to-business companies can have more confidence in their data which allows them to make meaningful, effective decisions to improve customer retention.

Net Promoter Score 147

Net Promoter Score B2B Company B2C 147

ReviewTrackers

MARCH 22, 2019

Customer retention in the insurance industry is important to reducing churn, which prevents billions of dollars lost in revenue. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. Reducing customer churn requires insurance companies to think outside the box.

Insurance 50

Insurance Customer Retention Industry How To 50

Team Support

SEPTEMBER 16, 2020

Support must remain cognizant of the opportunities afforded by helping customers reach full adoption from the products they have already purchased and align support delivery capabilities and strategies with customer success organizations. All with common objectives to sustain and expand customer relationships.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs. SAP’s Success Story.

Customer Success 108

Customer Success Technology Effort Score Customer Centricity 108