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. To get a pulse across your entire customer base, consider tracking core CX metrics. Customer Journey Mapping Examples for SaaS, eCommerce, and Brick-and-Mortar Stores.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. For example, an organization might experiment with response times on social media versus email to identify the most effective communication method.

Customer Journeys 327

Customer Journeys Effort Score Omni-Channel Social Media 327

ECXO

NOVEMBER 25, 2024

For example: High impact, low feasibility: Requires prioritization but warrants resource adjustments. Example: Consider how SAP addresses feature requests. Example: When Salesforce received requests for deeper CRM integration, it didn’t simply respond to the enterprise client asking for it.

Feedback 391

Feedback ROI Roadmap Analytics 391

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. This vision serves as a North Star that guides the entire program.

B2B 330

B2B Customer Journeys How To Effort Score 330

eglobalis

DECEMBER 17, 2024

Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success.

Net Promoter Score 316

Net Promoter Score Effort Score B2B NPS 316

eglobalis

FEBRUARY 13, 2025

Example: Microsoft Azure. Example: Schneider Electric. Example: Slack. 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: Maersk Logistics.

Analytics 267

Analytics Measurement Metrics Feedback 267

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

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%. Analytics What is First Call Resolution? Why is First Call Resolution Important?

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

InMoment XI

NOVEMBER 21, 2024

For example, this analysis can reveal why a customer canceled their subscription to your service. For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs. For example, a customer reviews your latest feature in a Facebook post.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

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. For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative. It analyzes past conversations, highlighting patterns and areas for improvement.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

DECEMBER 3, 2024

For example, outlining a CX program and building a team to execute the vision. Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. For example, tracking NPS to determine the success of recent loyalty efforts.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

NOVEMBER 22, 2024

For example, if a specific integration is in popular demand, implementing it can improve retention and satisfaction. What User Feedback Metrics Are Essential for a SaaS Company to Track? For example, a recent change in your pricing model could explain the uptick in churn this quarter. It boosts revenue.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

NOVEMBER 14, 2024

For example, if you’re a pet food retailer, this analysis can highlight complaints about food quality. For example, if you learn that your pet food competitor is receiving online criticism for late product deliveries, you can use that to your advantage. This classification of public opinion gives you insight into your brand reputation.

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. For example, the average time in queue and resolution time are often used as call center metrics.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

OCTOBER 14, 2024

For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. The same applies to B2B and B2C.

Customer Experience 420

Customer Experience Customer Journeys Case Study Innovation 420

C3Centricity

DECEMBER 10, 2024

This post explores how companies can turn each of these five trendsI added one more that emerged from the more extensive studyinto actionable strategies, supported by practical guidance and real-world examples. If you prefer to listen rather than read: Marketing Deep Dives by Denyse Top 2025 Consumer Trends For CPG 1.

Trends 270

Trends Consumers Strategy Case Study 270

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. The exact same criticism can be made about every metric for everything.

NPS 435

NPS Feedback Net Promoter Score B2C 435

eglobalis

JANUARY 20, 2025

In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. But what truly drives loyalty in the B2B space?

B2B 389

B2B Loyalty Loyalty Programs Innovation 389

InMoment XI

OCTOBER 29, 2024

For example, by selling the same product at a lower price, your competitor could convince your customer to try them out. For example, if your cafe offers free WiFi, you’ll attract many of these customers. For example, you can include a chatbot on your website to offer instant support to customers.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

eglobalis

MARCH 13, 2025

Present a Compelling Business Case : Use data and real-life examples to illustrate the potential return on investment (ROI) from CX initiatives, including increased customer retention and reduced acquisition costs. Integrate CX into Leadership Performance Metrics Executives should be held accountable for CX outcomes.

Leadership 225

Leadership B2B B2C Effort Score 225

PeopleMetrics

JANUARY 23, 2025

To truly improve the customer experience, you need to combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), or overall experience ratings to evaluate specific interactions. The real work begins when you take action to improve those metrics. But knowing the score is just the starting point.

NPS 118

NPS Effort Score Metrics e-support 118

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 410

NPS Net Promoter Score Effort Score Metrics 410

InMoment XI

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. 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. What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

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

ECXO

DECEMBER 4, 2024

They often use metrics such as usage frequency, feature adoption, and customer health scores to gauge customer satisfaction and predict possible churn. User Adoption and Engagement: Metrics such as user adoption rates, active usage, feature utilization, and user feedback help gauge the success of customer onboarding and ongoing engagement.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Experience Investigators by 360Connext

OCTOBER 11, 2024

For example, do you know how much it costs for each customer service request? Use examples and their direct feedback to prove how customer experience efforts have helped them and strengthened their connection to your organization. What about sending out workers for repairs or correcting issues with refunds?

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

NOVEMBER 26, 2024

Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. Example: A fitness app company maps out the day in the life of a busy working parent to see how and when the app could help them achieve their fitness goals in their busy schedule.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Lumoa

JANUARY 3, 2023

For example, age, gender, household income etc. . . Here are some examples of behavioral questions: “How often do you visit the doctor?” . For example, how often do they access a particular service (Google Analytics), or how much do they purchase (CRM), etc. Examples include “What is your gender?” Metric selection.

Survey 369

Survey Metrics NPS Effort Score 369

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 247

Sales Customer Experience e-support Examples 247

ECXO

DECEMBER 25, 2024

Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. Example Action: Regularly analyze data from platforms like Google Reviews or transactional satisfaction surveys to prioritize improvements. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Investigators by 360Connext

JANUARY 7, 2025

Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. Each of the above examples includes CX metrics you may choose to track.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. Tip #1: Break Down Metrics. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points?

Tips 370

Tips ROI Metrics Touchpoint 370

InMoment XI

OCTOBER 25, 2024

How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics. As a result, the restaurant improved the “speed of service” metric by 47%. For example, a change in business hours or branch location that is not reflected in your listings will confuse diners.

Feedback 195

Feedback Management Social Media ROI 195

Thematic

OCTOBER 30, 2024

This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. The impact of VoC on customer satisfaction Customer satisfaction is a critical metric, and voice of the customer data plays a significant role in improving it.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62