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

JANUARY 31, 2020

Develop surveys that will help you gather insights quickly so you can turn that data into focused action plans that accelerate your retention rates. .

Customer Retention 195

Customer Retention Survey Data Customers 195

InMoment XI

NOVEMBER 21, 2024

Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead. Businesses are set to revolutionize how they gather and respond to customer feedback, shifting from traditional surveys to AI-driven VoC analytics.

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.

Leadership 235

Leadership B2B B2C Effort Score 235

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

eglobalis

DECEMBER 11, 2024

Feedback Integration Collecting and acting on customer feedback is essential for continuous improvement in CX. Experimentation can help determine the most effective methods for gathering and utilizing feedback, such as surveys, focus groups or social media monitoring.

Customer Journeys 358

Customer Journeys Effort Score Omni-Channel Social Media 358

Bill Quiseng

DECEMBER 13, 2021

What’s better than gaining a new customer? That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base.

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

InMoment XI

NOVEMBER 22, 2024

The goal is to convert as many users as possible into loyal customers promoting your product and business. You can use NPS surveys to gather responses and track the score to identify areas for improvement. InMoment’s survey design tools enable you to quickly create custom surveys that collect user feedback for tracking NPS.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

GetFeedback

DECEMBER 27, 2018

Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. Survey purpose. Survey length.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

eglobalis

AUGUST 19, 2024

Limited Predictive Power NPS does not consistently correlate with key business outcomes such as revenue growth or customer retention. Failure to Identify Root Causes Without qualitative data, NPS fails to uncover the underlying reasons for customer dissatisfaction or loyalty, making it difficult to implement effective improvements.

NPS 440

NPS Net Promoter Score Effort Score Metrics 440

eglobalis

JANUARY 20, 2025

Additionally, implementing customer listening programs, such as online surveys and sentiment analysis via social media, allows companies to capture real-time feedback. Regular customer workshops also foster collaborative insights into evolving needs.

B2B 423

B2B Loyalty Loyalty Programs Innovation 423

InMoment XI

DECEMBER 10, 2024

Tracking activity levels is a straightforward way to recognize at-risk customers. For example, if they havent renewed their subscription or completed a survey in a while, they might be losing interest in your product. Collect Regular Feedback Consistent feedback collection is essential for tracking customer expectations and behavior.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

MAY 18, 2022

Rather than relying on, say, an annual survey, organizations should instead utilize experience platforms that give employees a constant voice. This also further allows brands to learn about, and act upon, problems as they emerge in real-time instead of too far down the road for the customer’s liking. #3: Because only 19% of U.S.

Customer Journeys 397

Customer Journeys How To Touchpoint Infographics 397

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

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

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 18, 2024

By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability. Improved Customer Retention It is no secret that retaining customers is more cost-effective than acquiring new ones.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

inQuba

MARCH 6, 2025

Customer Retention Strategies: Lessons from the Dating World In the realm of customer management , maintaining a strong relationship with customers is like navigating the complexities of dating. Similarly, in customer management , executives are concerned with retaining customers and understanding their needs.

Customer Retention 52

Customer Retention Strategy ROI Customer Journeys 52

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

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

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

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Analysis 195

Analysis Survey Feedback How To 195

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.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

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

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. The LTV calculation can play an important role in determining the ROI of your customer care team and specifically, the customer save team.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

Happy or Not

DECEMBER 9, 2024

Retaining customers is essential for business growth. At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones.

Customer Retention 36

Customer Retention Analytics Feedback Analysis 36

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

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

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

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. First, if you haven’t already, expand the data sources that you use to understand what your customers are saying and how they perceive you.

Social Media 397

Social Media Tips Customers Customer Retention 397

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

GetFeedback

NOVEMBER 19, 2018

Yet, many businesses still model their customer journey off the classic conversion funnel, which largely ignores how to retain existing, loyal customers by only including these six stages: Awareness , Interest , Consideration , Intent , Evaluation , and Purchase. Create your loyalty loop with customer feedback.

Loyalty 220

Loyalty Net Promoter Score NPS Effort Score 220

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

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

GetFeedback

DECEMBER 11, 2018

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits.

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

Calabrio

MARCH 25, 2025

It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints. In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

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