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

ECXO

MARCH 11, 2025

Example: If your companys business strategy is to expand into new markets , your CX vision might focus on creating a seamless onboarding experience for new customers in different geographies. Example: Use hard numbers such as calculating the revenue impact of improving customer retention by just 5% to make the case for investment in CX.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. Listening to the Voice of Customer Examples. What Is Voice of the Customer?

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

InMoment XI

MAY 31, 2022

Example of a segmented journey map. If your company advertises via billboard, for example, that can be hard to track, even if you survey customers. In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. So start there.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

InMoment XI

JANUARY 4, 2022

The ultimate goal of digital intercepts should be to get valuable feedback about your website and user experience so you can innovate and improve; however, some common practices can actually be perceived as intrusive , ill-timed , or irrelevant. Triggers can be used together to target specific user groups for feedback. Intrusive.

Feedback 448

Feedback Customer Experience How To Survey 448

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 332

B2B Customer Journeys How To Effort Score 332

Retently

OCTOBER 16, 2024

Imagine transforming every email you send into an instant feedback opportunity. Whether you’re gauging customer satisfaction, gathering feedback on recent interactions, or spotting areas for improvement, embedding a quick survey in your email signature offers a non-intrusive way to collect continuous feedback.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction.

NPS 435

NPS Feedback Net Promoter Score B2C 435

eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. The Gist Experimentation eliminates CX guesswork.

Customer Journeys 327

Customer Journeys Effort Score Omni-Channel Social Media 327

eglobalis

FEBRUARY 3, 2025

We will delve into ten key areas where AI is transforming CX , provide examples of enterprise technology companies that have been using AI for over eight years, and offer practical insights on how your company can leverage these advancements. CRM, ERP, and marketing platforms) to create a 360-degree view of the customer.

B2B 354

B2B Customer Journeys Customer Experience Chatbots 354

eglobalis

OCTOBER 30, 2024

Real-World Examples of AI-Driven Improvements in Employee Experience Vodafone (Europe) Vodafone , the British multinational telecommunications company, has integrated AI into its recruitment and onboarding processes. The company has developed an AI-driven performance evaluation system to provide continuous feedback and support.

Employee Experience 454

Employee Experience Customer Experience Employee Engagement Telecommunications 454

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 496

Feedback ROI Innovation B2B 496

eglobalis

FEBRUARY 24, 2025

Lets explore why this claim lacks merit and how real-world examples highlight CXs enduring role in business success, particularly in B2B ecosystems where relationships, trust and adaptability define outcomes. Example: SAPs Customer Data Cloud offers advanced platforms for customer insights. Data alone cannot solve complex challenges.

B2B 268

B2B Culture Innovation Loyalty 268

ECXO

OCTOBER 17, 2024

For example, Medtronic’s Smart MDI system is designed to streamline insulin delivery through AI-driven algorithms. Continuous Improvement Through Feedback pump 2 In this industry, listening to customers isn’t just good business—it’s essential for innovation and safety.

Customer Experience 401

Customer Experience Healthcare Innovation System 401

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 420

Customer Experience Customer Journeys Case Study Innovation 420

eglobalis

JANUARY 7, 2025

This article provides a step-by-step guide to practically applying Design Thinking, detailed explanations of each step, insights into how B2B companies use it daily, and examples of real business cases. B2B Example: IBM leveraged empathy workshops with clients to redesign their cloud services.

B2B 267

B2B Company Customer Journeys Innovation 267

eglobalis

FEBRUARY 13, 2025

Example: Microsoft Azure. Example: Schneider Electric. Continuously integrate client feedback into product improvements. Example: Slack. Use qualitative feedback to identify gaps in action and response quality. Example: Maersk Logistics. Example: Salesforce. Example: Toyota.

Analytics 267

Analytics Measurement Metrics Feedback 267

C3Centricity

NOVEMBER 26, 2024

A leading example of this approach is Monzo , a digital-first bank based in the UK. Monzo doesn’t just listen to customer feedback; it actively engages users in co-creating the bank’s services. Monzo’s example shows how brands that embrace Radical Consumer Centricity become indispensable to their consumers’ lives.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

InMoment XI

AUGUST 9, 2022

When your business decisions are influenced by the feedback you get in customer surveys, it’s even more important to make sure you’re asking the right questions to get the right feedback. Read on to learn more about the different types of customer survey questions and what questions can help you get the most valuable feedback.

Survey 370

Survey Feedback Effort Score Net Promoter Score 370

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

ECXO

NOVEMBER 19, 2024

Just like the diverse group of heroes banding together to overcome formidable obstacles, businesses must be prepared to listen to customer feedback, evolve their offerings, and address any issues that arise promptly. For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

JANUARY 20, 2025

This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. Boschs use of IoT solutions to monitor product performance and anticipate maintenance needs is a prime example. Regular customer workshops also foster collaborative insights into evolving needs.

B2B 389

B2B Loyalty Loyalty Programs Innovation 389

eglobalis

JANUARY 13, 2025

Through real-world examples and practical strategies, well explore how businesses can leverage these tools to enhance customer and agent experiences. This article provides a comprehensive evaluation of AI-driven tools like Salesforces, offering global examples and practical lessons for businesses seeking to elevate service excellence.

Customer Experience 381

Customer Experience Marketing Chatbots e-support 381

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. For example, this analysis can reveal why a customer canceled their subscription to your service. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

eglobalis

DECEMBER 17, 2024

This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success. By leveraging AI-driven tools, businesses can analyse multi-dimensional feedback (emotional tone, intent, behavioural trends) across channels.

Net Promoter Score 316

Net Promoter Score Effort Score B2B NPS 316

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%. Analyze feedback from surveys and social media to identify recurring problems.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

ECXO

OCTOBER 27, 2024

By analyzing churn in conjunction with Customer Experience (CX) metrics—such as customer feedback or satisfaction scores—companies can understand the specific reasons why customers are leaving. For example, if a customer hasn’t engaged with a product in a while, proactive communication offering tips or new features can reignite interest.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

ECXO

FEBRUARY 3, 2025

Example: A potential customer fills out a form on your website. Example: Imagine a customer buying a piece of software from your company. Example: Imagine reaching out to a company for information about a product. Example: A prospective customer requests a demo of your service. How would you feel?

Sales 263

Sales Customer Experience e-support Examples 263

InMoment XI

DECEMBER 3, 2024

For example, outlining a CX program and building a team to execute the vision. For example, tracking NPS to determine the success of recent loyalty efforts. For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ShepHyken

FEBRUARY 4, 2025

He talked about collecting feedback during the experience in addition to asking for it after the experience. Asking for Feedback during the Process If this topic sounds familiar, it might be because I covered the concept of real-time feedback after interviewing Adam Alfia, whose company is called Realtime Feedback.

Feedback 90

Feedback Government Hotels Customer Service Training 90

InMoment XI

DECEMBER 10, 2024

The most straightforward example is when a customer decides to cancel their subscription. For example, a subscription that ends due to failure to update credit card details. For example, if they havent renewed their subscription or completed a survey in a while, they might be losing interest in your product.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

DECEMBER 5, 2024

For example, glowing online reviews will likely convince individuals to choose your member-first approach over traditional banking. With customer feedback influencing decision-making, a strong reputation is your key to standing out in a competitive space. Stronger customer loyalty due to increased member satisfaction.

Management 195

Management Social Media Financial Banking 195

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market.

Customer Insights 296

Customer Insights Feedback Social Media Culture 296

InMoment XI

OCTOBER 14, 2024

Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether. The survey itself is exhausting to complete.

Survey 195

Survey How To Hospitality Feedback 195

Experience Investigators by 360Connext

OCTOBER 11, 2024

Gather feedback for continuous improvement : Prioritizing the customer experience means you are listening to customers throughout their journey and looking for ways to make their experience better. For example, do you know how much it costs for each customer service request? This helps focus your efforts where they matter most.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270