GetFeedback

OCTOBER 22, 2018

When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. Here are two very effective (and often overlooked) ways to predict customer retention.

Customer Retention 225

Customer Retention Net Promoter Score Survey Effort Score 225

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

InMoment XI

NOVEMBER 21, 2024

Here are a few reasons why it’s a powerful tool for brands: It helps improve customer satisfaction. For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs. VoC insights help businesses make data-driven decisions for customer experience (CX) improvements.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. CEO, Chief Customer Officer, or Chief Experience Officer) who champions CX across the company.

Leadership 232

Leadership B2B B2C Effort Score 232

InMoment XI

NOVEMBER 22, 2024

What User Feedback Metrics Are Essential for a SaaS Company to Track? Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

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. This limitation questions its reliability as a sole metric for strategic decision-making.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

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. In CX, the same applies to CSAT, CES, and whatever.

NPS 450

NPS Feedback Net Promoter Score B2C 450

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

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. See the example below.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Experience Investigators by 360Connext

FEBRUARY 6, 2024

We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. Customers are nuanced.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

InMoment XI

JULY 14, 2022

And while they faced an immense challenge, the retail leader also saw an opportunity to emerge into a post-COVID world equipped with reliable data that would revitalize its customer experience, improve customer retention, and solidify brand loyalty. That’s when they turned to their team at InMoment. The Impact.

Feedback 397

Feedback Effort Score Retail Metrics 397

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 418

B2B Loyalty Loyalty Programs Innovation 418

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. What Is Customer Churn? Customer churn occurs when customers stop using your product or cancel their subscriptions. NPS surveys help collect feedback from both types of customers.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ).

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience. What Are Customer Experience KPIs and Metrics?

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 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

JUNE 27, 2024

Understanding Customer Needs and Expectations The foundation of any CX strategy is a deep understanding of who your customers are and what they value. This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

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

JUNE 14, 2022

Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Customers Will Tell You Where Your Product Led Growth Bottlenecks Are. This is where CX metrics are so valuable.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

InMoment XI

MAY 3, 2022

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high.

Insurance 370

Insurance Tips Data Return on Investment 370

InMoment XI

AUGUST 18, 2022

If you are looking to unlock a true return on investment in your experience program, you need to go beyond sending and collecting surveys. You need to craft a strategy that enables you to use customer and employee feedback to take action in strategic areas that actually improve the experience and map to business value.

ROI 418

ROI Customer Experience Effort Score Financial 418

BlueOcean

OCTOBER 21, 2024

Listen to the audio via our podcast here: One negative customer experience may seem like a drop in the ocean of all your shopper interactions, but it’s never that simple. While companies are increasingly tracking customer lifetime value (LTV), the accuracy of the key metric still often falls short.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

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. As a result, Allianz witnessed a 5.7%

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

OCTOBER 23, 2024

More than 65% of customers express pessimism over the economic outlook for the coming year. In fact, 15% of survey respondents said they are open to a new banking relationship, while 20% are already considering changing banks. The insights provided opportunities for enhancing customer retention and satisfaction.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

DECEMBER 4, 2024

Transactional Business Models SaaS companies operate on a subscription-based model, where the focus is on the long-term retention of customers. The customer success area plays a significant role in reducing churn rates by ensuring continuous customer satisfaction and product usage.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

ECXO

JUNE 13, 2023

Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. Almost 75 percent have increased spending on real-time customer analytics. But companies are struggling to achieve this goal.

Marketing 401

Marketing Analytics Government Survey 401

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

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. The State of Customer Engagement Report. ( [link] ). Accessed 10/14/2024.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

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

InMoment XI

NOVEMBER 7, 2024

Operations Teams Operations teams can use customer experience automation to streamline workflows, automate data collection, and ensure consistent service delivery. From order tracking to post-purchase surveys, customer experience automation tools help operations teams optimize processes and improve efficiency.

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

ECXO

JULY 29, 2024

Understanding Customer Needs and Expectations A successful CX strategy begins with a thorough understanding of your customers and what they value. This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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. Reach out today to find out how we can assist you.

ROI 52

ROI Customer Retention Connections Measurement 52

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

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

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

InMoment XI

JULY 4, 2022

Customer Acquisition: This comes from supporting the brand positioning and positive word of mouth. Customer Retention: Forrester research shows that a customer who receives a positive experience is 2.7x’s likely to remain with your brand as opposed to a customer who has had a negative experience. 3: Holistic View.

ROI 370

ROI Return on Investment Social Media Survey 370