InMoment XI

NOVEMBER 22, 2024

Companies that focus on CX initiatives witness an 80% increase in revenue, highlighting the value of user feedback. Collecting user feedback for SaaS companies is a powerful step in this direction. Why is User Feedback Important for SaaS Companies? What User Feedback Metrics Are Essential for a SaaS Company to Track?

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. Low response rates, survey fatigue, and delayed feedback often leave companies reacting to problems far too late.

Survey 326

Survey Banking NPS Effort Score 326

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation. They improve survey response rates.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

OCTOBER 25, 2024

Restaurant reputation management is the process of monitoring, responding to, and addressing feedback from various sources. On the flip side, nothing affects business like negative feedback. How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics.

Feedback 195

Feedback Management Social Media ROI 195

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics.

Metrics 429

Metrics Customer Success Customer Experience Effort Score 429

ECXO

MARCH 11, 2025

Action Point: Present CX metrics alongside financial indicators to show the business case for improving customer experience. Step 4: Link CX Metrics with Business KPIs To ensure CX is seen as a strategic priority , integrate customer experience metrics into core business dashboards.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

JANUARY 13, 2025

By analysing conversation patterns and offering instant feedback, the system enabled faster learning and reduced errors. Elevating Cross-Channel Customer Engagement Seamless integration across communication channels is critical for consistent customer experiences.

Customer Experience 417

Customer Experience Marketing Chatbots e-support 417

eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment.

Customer Experience 454

Customer Experience Customer Journeys Case Study Innovation 454

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. This group regularly reviews customer experience metrics and initiative outcomes, reinforcing cross-functional accountability.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

FEBRUARY 13, 2025

Continuously integrate client feedback into product improvements. Measuring Action, Not Just Sentiment Traditional CX metrics like NPS or CSAT are often reactive and sentiment-based. How to execute: Track metrics tied to resolution speed, churn reduction and problem closure rates. Example: Slack. Example: Maersk Logistics.

Analytics 294

Analytics Measurement Metrics Feedback 294

InMoment XI

MARCH 14, 2025

This is key because to learn the right information, businesses have to measure the right metrics. Just because you can measure it doesnt mean its the right metric for what you need to learn. Gather Data Once you know which metrics to track, the next step is collecting the right data.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

Retently

OCTOBER 16, 2024

Imagine transforming every email you send into an instant feedback opportunity. As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 That’s exactly what email signature surveys can do!

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined.

Feedback 516

Feedback ROI Innovation B2B 516

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

eglobalis

JANUARY 20, 2025

In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. Regular feedback sessions, coupled with co-creation workshops, enable businesses to address client concerns while collaboratively designing future solutions. But what truly drives loyalty in the B2B space? Generating Churn!

B2B 427

B2B Loyalty Loyalty Programs Innovation 427

eglobalis

MARCH 13, 2025

Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making. Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives.

Leadership 238

Leadership B2B B2C Effort Score 238

InMoment XI

NOVEMBER 14, 2024

This is crucial since responding to customer feedback within 24-48 hours boosts retention by 8.5%. Analytics can show engagement trends and campaign performance. These customers engage heavily with the brand’s social media content and recommend it to their networks.

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

DECEMBER 18, 2024

Companies leveraging omnichannel engagement retain 89% of their customers. It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

OCTOBER 29, 2024

Positive experiences compel customers to engage with you again. They also require less marketing effort to keep them engaged compared to new customers. Even though they often engage with you, your competitors can still sway them. Discounts or points-based programs make customers feel valued and encourage long-term engagement.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Calabrio

MARCH 26, 2025

AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution. This led to greater agent engagement, flexibility, and job satisfaction. This results in low morale, reduced productivity, and high turnover.

Call Center 213

Call Center Self Service Chatbots CRM 213

InMoment XI

JULY 18, 2022

Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. We are going to walk through how different departments can benefit from customer feedback and some examples of how it can be used. 1: Leveraging Customer Feedback in Operations.

Feedback 369

Feedback Culture eBook Customers 369

InMoment XI

DECEMBER 3, 2024

Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. For example, using surveys to collect feedback and sentiment analysis to understand emotional tone. It’s a static approach that doesn’t consider targeted outreach or customer feedback analysis.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

OCTOBER 23, 2024

AI-powered chatbots and virtual assistants can engage in meaningful conversations, providing instant solutions and valuable recommendations. This level of proactive engagement not only improves the customer experience but also increases the likelihood of repeat purchases and customer loyalty.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 130

Call Center Measurement Self Service How To 130

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

ECXO

OCTOBER 14, 2024

1. Understanding Customer Needs: We actively seek and value feedback from customers to understand their needs and expectations. 6. Customer Feedback: Customer feedback directly influences our product development and service improvement strategies.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand. This helps focus your efforts where they matter most. Leave me a voicemail here and I can help you on an upcoming episode.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. It enables you to pinpoint specific user profiles for re-engagement. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 Points: Agents accumulate points for achieving specific metrics, such as call resolution time or customer satisfaction scores.

Gamification 130

Gamification Contact Center Engagement Call Center 130

InMoment XI

OCTOBER 23, 2024

With the help of an easy-to-understand digital interface, you can simplify user navigation and encourage higher levels of engagement with your service. Regular communication helps build trust and keeps customers engaged with your services. Leverage and emphasize community engagement. Proactively communicate with customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

DECEMBER 4, 2024

These distinctions arise from the inherent characteristics of their business models, the nature of their offerings, and the way they engage with end consumers. In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

JULY 18, 2024

What Is Customer Feedback? Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. Businesses can collect feedback actively and passively. What Is A Customer Feedback Loop? Why Is Customer Feedback Important?

Feedback 221

Feedback Customer Journeys Net Promoter Score Social Media 221

InMoment XI

NOVEMBER 7, 2024

Setting up automated journeys, such as welcome emails and post-purchase follow-ups, helps increase engagement and build stronger customer relationships. Product Teams With customer experience automation, product teams can collect customer feedback , analyze customer usage patterns, and identify pain points in real time.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. 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

InMoment XI

JANUARY 22, 2025

Handling Negative Reviews and Crisis Management When negative feedback occurs (and especially when it occurs in large quantities), multi-location businesses need strategies to quickly address that feedback and manage potential reputation crises effectively. Probably, but figuring this out manually and at scale just isnt workable.

Management 195

Management Multi-Channel Effort Score Social Media 195