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 411

Customer Experience Marketing Chatbots e-support 411

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. The campaigns 7% sales increase demonstrates the power of personalisation in driving purchases.

Trends 270

Trends Consumers Strategy Case Study 270

eglobalis

MARCH 13, 2025

Some of the key challenges include: Complex Stakeholder Relationships: B2B purchases typically involve multiple decision-makers and longer sales cycles. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Demonstrating the value of CX (e.g.,

Leadership 234

Leadership B2B B2C Effort Score 234

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 447

Customer Experience Customer Journeys Case Study Innovation 447

InMoment XI

NOVEMBER 22, 2024

For example, if a specific integration is in popular demand, implementing it can improve retention and satisfaction. Collecting and analyzing feedback allows you to provide more value, which increases sales, subscriptions, and revenue. What User Feedback Metrics Are Essential for a SaaS Company to Track? It boosts revenue.

Tools 195

Tools Feedback Effort Score 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. 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 421

B2B Loyalty Loyalty Programs Innovation 421

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. What Background Should a CX Manager Have?

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 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. It increases sales and conversions. 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

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

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. See the example below.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

Experience Investigators by 360Connext

OCTOBER 11, 2024

A customer buys new software for their business but is having trouble getting everything up and running, so they email the sales representative they worked with. For example, do you know how much it costs for each customer service request? 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

JANUARY 27, 2025

But what if a contact center could become a powerful sales engine, transforming routine support calls into avenues for growth? The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

NOVEMBER 7, 2024

Sales Teams Through automated, data-driven triggers, sales teams can leverage customer experience automation to interact with leads at the right moments. Using customer experience automation tools throughout the sales process, sales teams can nurture leads more effectively and close deals faster. InMoment 2.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

DECEMBER 25, 2024

Happy customers are more likely to return and spend more, contributing to the bottom line in a way that chasing sales numbers alone can’t always achieve. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

JUNE 27, 2024

Sales and delivery teams provide invaluable data through regular customer interactions. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

InMoment XI

OCTOBER 25, 2024

How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics. These improvements drive sales and revenue. As a result, the restaurant improved the “speed of service” metric by 47%. It results in increased revenue. It boosts customer trust and loyalty.

Feedback 195

Feedback Management Social Media ROI 195

ECXO

DECEMBER 4, 2024

In contrast, customer success in manufacturing leans heavily on relationship-building, product reliability, and post-sales support. They often use metrics such as usage frequency, feature adoption, and customer health scores to gauge customer satisfaction and predict possible churn.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Some are more geared towards marketers and sales teams, while others focus on customer support. For example, a retail store may realize that they are experiencing high customer churn with consumers ages 18-24.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

BlueOcean

OCTOBER 21, 2024

Calculating Lifetime Customer Value Obviously, the full impact of losing customers isn’t as simple as the loss of one particular sale or the associated make-good. While companies are increasingly tracking customer lifetime value (LTV), the accuracy of the key metric still often falls short.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. Finally, they will also want to see the key Outcome metrics which measure what action customers took as a result of their perceptions.

Customer Journeys 345

Customer Journeys Telecommunications Metrics Touchpoint 345

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

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

OCTOBER 23, 2024

For example, a retail organization can use AI to send personalized product suggestions based on a customer’s previous purchases or browsing history. Result : Sephora reported an 11% increase in sales per visit after implementing AI-driven personalization. ·

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

ECXO

JULY 29, 2024

Sales and Delivery Teams : Providing invaluable data through regular customer interactions. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

DECEMBER 30, 2021

For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? Are you measuring a customer experience—and is it satisfaction or NPS—or a metric that’s meaningful to the goal you’re trying to accomplish? Do you have an employee pulse metric by division, region, or queue?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Experience Investigators by 360Connext

DECEMBER 10, 2024

Getting Real about CX Metrics When measuring the results of your CX actions, its easy for leaders to get into a cycle of measuring feedback metrics like Net Promoter Score (NPS), customer effort score, or customer satisfaction (CSAT) rate and reporting on those monthly. Showcase efficiency gains.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

eglobalis

JULY 31, 2024

Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics. These platforms also offer social listening capabilities to monitor customer sentiment and respond proactively.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. Customer Feedback Questionnaire Examples In this section, we will look at examples of good questions to include in your customer feedback questionnaire to capture relevant and useful information.

Feedback 195

Feedback Effort Score Survey Customers 195

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. For example, if 20+ customers ask about product sizing, the website may need clearer information.

Report 90

Report How To Effort Score NPS 90

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

InMoment XI

FEBRUARY 3, 2025

For example, a give us another chance message feels bizarre to happy users but might be just the ticket to regain someone with a negative sentiment. For example, say a community discusses an upcoming neighborhood-wide event on social media. This may also vary depending on what youre selling and who your customers are.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

GetFeedback

MAY 23, 2019

While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). While these metrics are not difficult to calculate, they’re not always intuitive to action. As an example, let’s use something we’ve all done — eaten at a new restaurant: .

NPS 308

NPS Net Promoter Score Effort Score CEM 308

AWS Machine Learning

NOVEMBER 26, 2024

Datadog is excited to launch its Neuron integration , which pulls metrics collected by the Neuron SDK’s Neuron Monitor tool into Datadog, enabling you to track the performance of your Trainium and Inferentia based instances. The following screenshot shows an example dashboard. Anjali Thatte is a Product Manager at Datadog.

Resources 108

Resources Metrics Training Tools 108

Calabrio

MARCH 4, 2025

The customer experience begins after the sale. For example, you might be a big fan of a brand, have researched it online, and finally decide to go into a store to make a purchase. Obsessing over individual metrics without considering the whole picture can destroy the customer experience.

Touchpoint 100

Touchpoint Abandon Rate Metrics First Call Resolution 100