GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. And this is about more than just customer service. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

eglobalis

MARCH 30, 2025

The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management. The Limitations of Traditional Customer Surveys For decades, companies have relied on periodic surveys like NPS and CSAT to gauge customer satisfaction and loyalty.

Survey 317

Survey Banking NPS Effort Score 317

InMoment XI

JULY 13, 2022

Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. Detractors. 1: Make Sure It’s Accurate.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

eglobalis

FEBRUARY 3, 2025

By adopting similar AI-powered customer data platforms (CDPs), your company can segment B2B audiences and deliver personalized marketing messages, enhancing customer retention and satisfaction. surveys, social media, reviews) to identify trends and actionable insights.

B2B 387

B2B Customer Journeys Customer Experience Chatbots 387

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? To capitalize on those behaviors, you need to be able to perform customer behavior analysis. By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 22, 2024

Here’s a breakdown of the most impactful user feedback metrics for your SaaS business: Net Promoter Score Net Promoter Score (NPS) is a commonly used metric that measures customer loyalty. It asks customers how likely they are to recommend your product to others, usually on a 0-10 scale.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

GetFeedback

MARCH 4, 2019

So, what is an omnichannel customer experience (CX) program? An omnichannel customer experience program connects all the channels that a customer may use to receive customers service: email, chat, phone call, social media, text etc. Social media plays a key role in your omnichannel CX plan.

Social Media 186

Social Media Omni-Channel Advertising Customer Retention 186

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 430

Customer Experience Social Media Analytics Chatbots 430

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. Winning in loyalty. ( [link] ).

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

GetFeedback

NOVEMBER 19, 2018

Although there are newer versions of the conversion funnel that track the Retention stage at the end, there’s an even better method of measuring and maintaining customer retention: the loyalty loop. How the loyalty loop works. Create your loyalty loop with customer feedback. Source: General Assembly.

Loyalty 220

Loyalty Net Promoter Score NPS Effort Score 220

InMoment XI

DECEMBER 10, 2024

But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? With the right strategies and tools, you can prevent customers from taking their business elsewhere. The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Leveraging Social Media and Influencer Marketing 8. Retaining Loyalty : Even if you manage to attract customers, keeping them loyal is a whole different ball game.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. Introduction We’re not here to drive the final nail into the coffin of NPS.

NPS 440

NPS Net Promoter Score Effort Score Metrics 440

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 of the world’s population who use social media on a daily basis. If you are in the same boat then let’s dive deep into how to leverage social media for feedback collection and what important social media survey questions to ask to gather relevant insights.

Social Media 52

Social Media Survey Customer Engagement Engagement 52

InMoment XI

OCTOBER 3, 2024

It is increasingly expensive and difficult to improve customer acquisition, which means that it is just as important to keep your current customers happy. Focusing on customer retention will help your organization reduce costs and increase revenue. What Is Customer Retention?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

JUNE 27, 2024

Feedback and complaint management tools are essential for promptly addressing customer issues. Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Metrics 424

Metrics Customer Success Customer Experience Effort Score 424

InMoment XI

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. 5 Ways to Build Customer Loyalty in Retail.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

InMoment XI

OCTOBER 23, 2024

With many customers considering switching banks, a positive customer experience can be the deciding factor in retaining them. Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. This approach is crucial for driving loyalty.

Banking 195

Banking Customer Experience Effort Score Financial 195

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

ECXO

JULY 29, 2024

Feedback and Complaint Management Tools : Essential for promptly addressing customer issues. Companies like Help Scout, Zoho Desk, and HappyFox use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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 456

NPS Feedback Net Promoter Score B2C 456

InMoment XI

OCTOBER 30, 2024

Importance of Customer Experience in Insurance A 2023 McKinsey survey of over 8,500 North American insurance customers suggests that CX initiatives are crucial to revenue growth and employee satisfaction. A positive customer experience fosters trust and satisfaction. Omnichannel interactions are gaining relevance.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

inQuba

MARCH 12, 2025

By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. This post will explore how to effectively measure and optimize emotional marketing strategies to achieve better sales and customer retention.

ROI 52

ROI Customer Retention Connections Measurement 52

Brandwatch CX

MARCH 27, 2025

It emphasizes concepts such as customer retention , satisfaction, and lifetime value. Again, a social intelligence tool can help you understand the hours of the day and days of the week that customers are tweeting about your brand or your product category in general. Some say that they foster loyalty.

Customer relationships 93

Customer relationships Marketing How To Social Media 93

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

Lumoa

OCTOBER 20, 2022

A Good Customer Experience Builds Customer Advocacy. Customer experience is an important factor in determining customer loyalty. Companies that rank the highest in customer experience surveys also have the highest scores for customer retention. Happy Customers Means Higher Lifetime Value.

Customer Experience 286

Customer Experience Banking Customer Retention Customer Satisfaction 286

Kayako

SEPTEMBER 14, 2018

After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty.

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Prioritize the onboarding and new customer experience. If customers download your app, how many never make a purchase?

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

ReviewTrackers

MARCH 24, 2021

Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. According to Kantar , banks that lead in the customer experience index have a recommendation rate that is 1.9 times higher, and their customers are 2.1

Customer Retention 123

Customer Retention Banking Customer Experience Strategy 123

GetFeedback

JUNE 11, 2019

According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences. But this does not need to be done on an individual level with each customer. Brand loyalty is driven by emotional connections.

Study 170

Study Loyalty Connections Loyalty Programs 170

Optimove

FEBRUARY 12, 2025

This post offers actionable customer retention strategies to turn new or one-time holiday shoppers into repeat customers, maximizing loyalty and lifetime value. Tailoring messages and promotions to each customer segment ensures every shopper receives highly relevant and personal offers that drive retention and loyalty.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

CSM Magazine

FEBRUARY 6, 2025

Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers. Why Personalized Merchandise Matters for Customer Loyalty Adds a Personal Touch Personalized merchandise resonates on an emotional level.

Loyalty 52

Loyalty Loyalty Programs Social Media Brands 52

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty.

Call Center 130

Call Center Measurement Self Service How To 130

rethinkCX

FEBRUARY 13, 2025

Introduction Customer experience (CX) is a critical factor in business success. Companies that prioritize exceptional customer experiences enjoy higher customer retention, increased brand loyalty, and improved revenue growth. Train customer service teams to handle queries efficiently and empathetically.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Strategy 52