InMoment XI

SEPTEMBER 1, 2022

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more. That is why your customer retention efforts are so important. You guessed it!

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

Lumoa

JULY 10, 2018

The probability of selling to a new prospect is 5-20%, while the probability of selling to an existing customer is 60-70% according to Marketing Metrics. Murphy & Murphy estimate that a 2% increase in customer retention has the same effect on profits as cutting the costs by 10%.

ROI 284

ROI Customer Experience NPS Financial 284

InMoment XI

AUGUST 19, 2024

What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

InMoment XI

OCTOBER 29, 2024

Building customer loyalty results in higher retention, increased revenue, and positive word-of-mouth, which helps you stand out in competitive markets. To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below!

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

eglobalis

OCTOBER 9, 2024

Would a workaround or alternative solution better suit the customer? Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. Will this new feature attract more business or improve customer retention? Will it open new market opportunities?

Feedback 511

Feedback ROI Innovation B2B 511

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not necessarily.

ROI 243

ROI Customer Experience NPS Financial 243

Customer Bliss

JUNE 23, 2016

I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience. Five steps for regaining customer trust.

Customer Retention 173

Customer Retention Data ROI Customers 173

ECXO

MARCH 6, 2025

Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line. Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers.

B2B 339

B2B Customer Journeys How To Effort Score 339

Calabrio

MARCH 25, 2025

Growing in tandem along with the latest AI innovations busy transforming the role and capabilities of the modern contact center, todays VoC tools play a key part in shaping the future of customer experience, marketing, and beyond. Customer Reviews: Read reviews and testimonials from other customers.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. Because she speaks to thousands of client-side professionals and many vendors, she gets an insider view of how the entire industry is structured, giving her a unique perspective on the CX market.

ROI 195

ROI Insurance Tips Healthcare 195

InMoment XI

OCTOBER 24, 2024

Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. Research shows that loyal customers are 64% more likely to make more frequent purchases from your business than regular customers.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

TechSee

OCTOBER 7, 2024

In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact.

ROI 124

ROI First Call Resolution Travel Return on Investment 124

InMoment XI

NOVEMBER 7, 2024

Customer Experience Automation Examples Here are some industry-specific examples of customer experience automation: E-commerce : Automated cart abandonment emails that include a personalized discount, encouraging customers to complete their purchases. References Salesforce.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Optimove

FEBRUARY 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: The holiday season is critical for retailers as it often brings a surge in sales driven by new and one-time shoppers. Learn more about automated customer retention here. #6.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Alida

JUNE 30, 2017

The auto industry is at a crossroads. At the 13 th annual Automotive CX Summit, executives from OEMs, dealers, and finance providers shared their perspective on how the industry can work together to meaningfully transform the vehicle buying and ownership experience for the better. Don’t forget the post-sale relationship.

Automotive 138

Automotive Industry How To Customer relationships 138

Customer Bliss

AUGUST 4, 2016

One concept I get asked about a lot is customer retention strategy. Business tends to grow as a result of two factors: Your customer acquisition strategy. Your customer retention strategy. Now, a lot of businesses focus much of their effort on the customer acquisition side. It’s obviously important.

Customer Retention 100

Customer Retention Strategy ROI Customers 100

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. CDPs and data integration tools streamline data collection and unify customer profiles, providing a holistic view that aids in delivering consistent and personalized experiences.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

CloudCherry

MARCH 15, 2018

The customer experience wave has disrupted several industries and Telecom is one of them. Today, customers aren’t just leaving some of the biggest telecom brands in the world (Comcast ring a bell?) Customer retention is, therefore, the most pragmatic solution to tackle customer churn.

Wireless 210

Wireless Customer Retention Call Center Advertising 210

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 453

NPS Feedback Net Promoter Score B2C 453

Comm100

JANUARY 23, 2023

This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. Comm100 comment: Providing excellent customer service is a proven way to boost customer retention. predicts: “In the coming year, we are going to see the centers that deliver CX right-sized.

Customer Experience 325

Customer Experience Chatbots e-support Customers 325

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Customer Retention

ROI 98

ROI Effort Score e-support Metrics 98

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

InMoment XI

NOVEMBER 15, 2023

Customer Churn Rate : Customer churn rate quantifies the percentage of customers who stop using a company’s product or service over a specific period, helping businesses gauge customer retention and identify potential issues. What is the ROI of Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

GetFeedback

MAY 9, 2019

Our industry had done a fairly poor job explaining this new space. What is customer experience? . You’re delivering great customer experiences. CX programs will vary by industry and particular business goals. How do you demonstrate the return on investment (ROI) for your CX program? . We want to fix that.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

SuiteCX

JUNE 15, 2017

Customers do not react well to being told “you cannot join this brilliant reward program because we need a control group and you’re in it”. This translates to, ‘my biggest spending customers are more valuable than my lowest spending customers’. For example; which customer segments are most at risk?

ROI 100

ROI Measurement Marketing Loyalty Programs 100

SuiteCX

JUNE 15, 2017

Customers do not react well to being told “you cannot join this brilliant reward program because we need a control group and you’re in it”. This translates to, ‘my biggest spending customers are more valuable than my lowest spending customers’. For example; which customer segments are most at risk?

ROI 100

ROI Measurement Marketing Loyalty Programs 100

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Customer Retention 83

Customer Retention Software Customers Customer Journeys 83

InMoment XI

OCTOBER 4, 2024

Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors. Here is how customer experience management helps make that possible for you: It enhances customer retention and loyalty. A vague understanding of the ROI.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

MAY 3, 2024

By closely monitoring sign-up trends, sales capture rates, and conversion rates of non-members to FLX members, Foot Locker maximises customer retention and lifetime value.

Retail 195

Retail Return on Investment ROI Analysis 195

C3Centricity

AUGUST 17, 2020

” While retail is clearly suffering as purchases in lockdown went online, it is not the only industry to have been hit hard. Whether or not these too were headed downwards or not, customers hold the key to success more than ever before as their spending becomes less impulsive. RightNow Customer Experience Impact Report.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

Alliance by IFS

MARCH 27, 2019

Watch our short video and take our 5-minute quiz to see what kind of ROI results your organization could achieve by implementing field service management software. Use our ROI calculator for software purchases and take a five-minute quiz to see the rewards your organization could reap by implementing FSM software. Annual Service Costs.

ROI 81

ROI Software Management Call Center 81

Alliance by IFS

JANUARY 23, 2019

Watch our short video and take our 5-minute quiz to see what kind of ROI results your organization could achieve by implementing field service management software. Take our 5-minute quiz to see what kind of ROI results your organization could achieve by implementing field service management software. See What Your ROI Could Look Like.

ROI 85

ROI Software Video Call Center 85

Retently

NOVEMBER 27, 2024

That’s a lot of shopping carts, checkouts, and happy customers! With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. Next, we’ll discuss how building customer loyalty can supercharge long-term growth.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Totango

FEBRUARY 12, 2025

Why customer health is vital for enterprise growth Enterprise B2B organizations often face a daunting challenge how to maintain strong relationships when managing thousands of customers across multiple verticals, regions, and use cases. A robust customer health model offers a solution.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62