eglobalis

DECEMBER 17, 2024

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. As Eglobalis previously highlighted predating Forrester’s 2025 predictions companies reliant on NPS risk mediocrity by clinging to outdated measurements.

Net Promoter Score 342

Net Promoter Score Effort Score B2B NPS 342

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

ECXO

OCTOBER 27, 2024

In this recurring revenue model, the success of a company isn’t just about acquiring new customers; it’s about ensuring long-term customer engagement, satisfaction, and retention. A high churn rate is often an early sign of deeper issues, such as poor product fit, insufficient on boarding, or lack of engagement.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

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. A sudden drop in user engagement or a surge in support contacts can flag an issue immediately.

Survey 317

Survey Banking NPS Effort Score 317

Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. In this article, were spotlighting the top 5 tools for measuring CES. The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you? Low scores?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

ECXO

MARCH 11, 2025

This means ensuring that every investment in CX improvement is linked to measurable business outcomes , gaining leadership buy-in , and ensuring every department contributes to a unified, customer-centric vision. Customer Effort Score (CES) Measures how easy it is for customers to interact with your company.

B2B 310

B2B Strategy Customer Journeys Net Promoter Score 310

eglobalis

FEBRUARY 13, 2025

Swift, measurable actions must follow to resolve issues and drive client satisfaction. Empathy in customer experience becomes meaningless if not followed by swift, measurable action that resolves challenges and drives outcomes. Measuring Empathy in Customer Experience: Action Over Rhetoric Where does your company stand?

Analytics 291

Analytics Measurement Metrics Feedback 291

InMoment XI

JANUARY 18, 2022

But if we didn’t mention it, we’d be remiss, especially since mask mandates and other safety measures are still common. With ever-changing restrictions and safety measures, you’ve had to keep your finger on the pulse to meet customer and employee needs. A Word About COVID. It seems like “agility” has been the MVP in the past few years.

Trends 370

Trends Measurement Customer Experience Entertainment 370

InMoment XI

APRIL 3, 2025

The Rise of the Experience Economy Brands are recognizing that the quality of experiences significantly influences customer choices, so making experience-led engagement a crucial differentiator is a priority. And build their experience design and measurement around these insights. Surveys alone no longer suffice.

Culture 195

Culture Social Media Loyalty Government 195

eglobalis

MARCH 13, 2025

Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives. Emphasize Employee Engagement : Highlight how improved CX can lead to higher employee satisfaction and productivity, creating a positive feedback loop.

Leadership 235

Leadership B2B B2C Effort Score 235

eglobalis

JANUARY 13, 2025

AI is no longer just an emerging trend; its a transformative force in customer and agent experiences, driving measurable benefits across industries. Elevating Cross-Channel Customer Engagement Seamless integration across communication channels is critical for consistent customer experiences.

Customer Experience 413

Customer Experience Marketing Chatbots e-support 413

Calabrio

MARCH 5, 2025

Analytics First Response Time (FRT): How to Measure and Improve Share What is first response time (FRT)? How to calculate first response time Measuring FRT is straightforward but requires consistent tracking. Discover more about leveraging Calabrio ONE for faster FRTand elevated customer experiences.

Measurement 100

Measurement How To Self Service Contact Center 100

eglobalis

JANUARY 7, 2025

B2B Example: Adobes team brainstormed ways to enhance user engagement for their Creative Cloud. Goals : Identify areas of improvement, measure user satisfaction, and ensure alignment with the problem statement. This underscores the importance of iterative testing and stakeholder engagement throughout the Design Thinking process.

B2B 290

B2B Company Customer Journeys Innovation 290

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 Improved measurement: Gamification is naturally tied to metrics and measurement. trillion dollars ?

Gamification 130

Gamification Contact Center Engagement Call Center 130

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. This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success.

Metrics 424

Metrics Customer Success Customer Experience Effort Score 424

ECXO

NOVEMBER 25, 2024

Steps to Evaluate Feasibility: Engage R&D, engineering, and operations teams early to map out potential challenges. ROI Indicators to Measure: Will the feature reduce churn or attract new customers? Even a seemingly simple request can mask hidden complexities that strain infrastructure or delay critical updates.

Feedback 391

Feedback ROI Roadmap Analytics 391

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

eglobalis

APRIL 6, 2025

In B2B, value is measured as an exchange : the buyer gains measurable business outcomes, and the supplier earns revenue, access, or loyalty. Risk Mitigation and Assurance In high-stakes B2B engagements, risk aversion is often a silent deal-breaker. The outcome? Long-term relationships built on evidence, not assumptions.

Contact Center 271

Contact Center B2B Competitive Advantage Self Service 271

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. Implement the right solution to clear that hurdle, and measure the difference your efforts made.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

NOVEMBER 14, 2024

Analytics can show engagement trends and campaign performance. This guides businesses toward strategic decisions based on measurable data. These customers engage heavily with the brand’s social media content and recommend it to their networks. Reporting tools allow you to present these insights to stakeholders in a clear manner.

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

NOVEMBER 22, 2024

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. It also shows how well your trial plan acquires new customers.

Tools 195

Tools Feedback Effort Score Net Promoter Score 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

InMoment XI

AUGUST 1, 2024

In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance. By aligning marketing strategies with the emotions and expectations of your customers, you can create campaigns that resonate more deeply, improve engagement, and drive conversions.

Measurement 195

Measurement Effort Score How To Hotels 195

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. B2B relationships often involve relatively smaller numbers of clients compared to B2C, but each client can be deeply engaged.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

FEBRUARY 24, 2025

As businesses navigate a rapidly evolving landscape, the blend of technology and personal engagement not only refutes the extinction myth but also reinforces that continuous adaptation and thoughtful decision-making remain at the core of lasting customer relationships. Customer experience is not disappearing by 2030.

B2B 292

B2B Culture Innovation Loyalty 292

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. How Banks Should Measure Customer Experience?

Banking 195

Banking Customer Experience Effort Score Financial 195

CSM Magazine

MARCH 13, 2025

Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

eglobalis

JUNE 27, 2024

Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. Platforms like Zendesk, Freshdesk, and Intercom help manage customer support and engagement through email, chat, social media, and phone. Form cross-functional teams to analyze feedback and implement changes.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

InMoment XI

MARCH 14, 2025

You can use this data to measure customer interactions at scale, unlocking actionable insights from call data that go far beyond mere call performance. This is key because to learn the right information, businesses have to measure the right metrics. How Do You Analyze Call Center Performance?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

InMoment XI

NOVEMBER 18, 2024

Types of Customer Behavior Data To fully understand customer behavior, you will need to gather different types of data that provide a comprehensive view of behavior, preferences, and engagement. This reveals where they may encounter friction, drop off, or engage.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195