CX Journey

DECEMBER 16, 2014

Want to know the secret to customer retention? I do sometimes find inspiration to write about both customer and employee experiences in the strangest ways, but that story got me thinking about this blog post that I needed to write about customer retention and how to keep customers coming back.

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

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.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

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

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

Experience Investigators by 360Connext

OCTOBER 11, 2024

A customer receives the wrong item in their shipment and needs help making it right, so they open the store app to contact support. A customer buys new software for their business but is having trouble getting everything up and running, so they email the sales representative they worked with.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

eglobalis

JANUARY 20, 2025

In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. While customer experience (CX), product design, and delivery are critical factors, the underlying success stems from a comprehensive understanding of client needs and a commitment to exceeding expectations.

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. CX shouldn’t ever be measured by one metric alone.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

BlueOcean

OCTOBER 21, 2024

The far-reaching impact of a damaged reputation, the lost lifetime customer spend, and the expense of winning back that customer and/or acquiring new ones add up to a significant loss – in terms of both revenue and reputation. Of course, the effects of a customer loss can extend far beyond those that are simple to quantify.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

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. Standardized performance metrics, tailored to account for regional differences, ensure accountability.

Strategy 443

Strategy Customer Experience Net Promoter Score Customer Centricity 443

Experience Investigators by 360Connext

DECEMBER 10, 2024

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. Speak with new customers to understand what support they need and identify how you can improve their experience to make it better.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

InMoment XI

MAY 2, 2024

With locations pages, you are able to track location-specific metrics such as impressions, website, call, and navigation clicks. These will be useful to show the impact of your reputation management and customer experience initiatives. This will also aid in running targeted campaigns that may only apply to one location.

Retail 195

Retail Customer Retention Strategy Management 195

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

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 432

Customer Journeys Culture Leadership Effort Score 432

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

ECXO

DECEMBER 4, 2024

In contrast, customer success in manufacturing leans heavily on relationship-building, product reliability, and post-sales support. Here, the emphasis is on addressing operational challenges, offering maintenance services, and ensuring that the delivered product integrates seamlessly into the customer’s processes.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

NOVEMBER 7, 2024

Regardless of where the CX team may live in your organization, there is a place where customer experience automation can improve your performance. Setting up automated journeys, such as welcome emails and post-purchase follow-ups, helps increase engagement and build stronger customer relationships. InMoment 2. Salesforce 4.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Experience Investigators by 360Connext

JANUARY 7, 2025

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. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

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

ECXO

JUNE 13, 2023

According to the survey, about 50 percent of organizations that use real-time analytics say they have measured an increase in customer retention, loyalty and revenue growth. Almost 75 percent have increased spending on real-time customer analytics. Those companies are using real-time marketing. The full Report is available HERE.

Marketing 401

Marketing Analytics Government Survey 401

Customer Bliss

FEBRUARY 12, 2019

They start with the life of the customer and not with the silos. It’s really nothing more than doing simple customer math, but a lot of companies around the world aren’t doing this. We tend to simply ring the bell of the incoming sales without thinking about those who’ve left.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

eglobalis

JULY 31, 2024

Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics. These platforms also offer social listening capabilities to monitor customer sentiment and respond proactively.

Customer Experience 414

Customer Experience Social Media Analytics Chatbots 414

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 119

Customer Retention B2B Customer Journeys Loyalty Programs 119

Kayako

MAY 16, 2018

Here are 7 ways that you can use phone calls and live chat to give your customers more immediate gratification and increase your company’s revenue. Calls and live chat increase customer retention and upsell opportunities. How does this apply to sales and marketing? When your customers are satisfied, they stick around.

Customer Retention 148

Customer Retention Sales Customers Social Media 148

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 361

B2B Strategy Customer Experience Customer Journeys 361

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

delighted

MARCH 23, 2021

By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. What’s your customer retention rate? Before you can focus on improving customer retention, you must benchmark how you’re currently doing in this department.

Customer Retention 116

Customer Retention Strategy Net Promoter Score NPS 116

Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? For a subscription business, this is a clear and simple metric.

Customer Retention 117

Customer Retention Effort Score Self Service Measurement 117

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales. Strategy First. Define Success Always!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Higher customer retention and lower customer churn means customer acquisition costs go down while average customer spend goes up. Customers who refer other customers reduce marketing and sales costs while also providing a pipeline of qualified customers. It’s literally a win/win.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. For example, if 20+ customers ask about product sizing, the website may need clearer information.

Report 90

Report How To Effort Score NPS 90

Lumoa

JULY 10, 2018

If you improve the availability of customer support agents, you certainly know how much it is going to cost. But will it improve the customer experience in a way that also has a positive impact on our business? There are lot of research and studies about the relationship between financial metrics and customer experience metrics.

ROI 284

ROI Customer Experience NPS Financial 284

Thematic

SEPTEMBER 12, 2021

doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer feedback surveys, social media conversations, call center dialogue, etc.,

Metrics 117

Metrics Analytics Feedback Effort Score 117

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. Article] Use SMIRC Goals to Define Customer Experience Outcomes. Imagine yourself a year from today.

Resources 369

Resources Customer Journeys Video Customer Experience 369