InMoment XI

DECEMBER 10, 2024

Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Addressing these drivers allows you to enhance satisfaction, loyalty, and retention. Collect Regular Feedback Consistent feedback collection is essential for tracking customer expectations and behavior.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

ECXO

DECEMBER 25, 2024

153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. Segment feedback into actionable categories (e.g.,

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 18, 2024

By analyzing customer behavior, you can identify factors that lead to churn, such as delayed purchases, disengagement, or negative feedback. It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs. This reveals where they may encounter friction, drop off, or engage.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

OCTOBER 23, 2024

Introduce loyalty programs to reward long-term customers for their continued use of your banking services. By offering benefits like cashback offers, you can drive both customer satisfaction and loyalty. Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals.

Banking 195

Banking Customer Experience Effort Score Financial 195

Retently

MARCH 11, 2025

They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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. In technical terms, a VoC program is the process of gathering vital information regarding what customers think and feel about their experiences with a business.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

Kayako

MAY 30, 2017

Instead of implementing a “loyalty” program that has nothing to do with loyalty (and everything to do with discounts), Van Belleghem says think instead about how you would treat your best friend if he or she became a client. In his talk, Customer loyalty programmes…why bother! Closing the loop on feedback.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. Employees Quit: Frustrated by the toxic work culture and the companys refusal to listen to feedback, many talented employees, including Sophie, left for competitors. Address negative feedback promptly and transparently.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Analysis 195

Analysis Feedback Social Media Chatbots 195

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback. Ecommerce success isn’t static.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Experience Investigators by 360Connext

JANUARY 7, 2025

Measurement should include both customer feedback data AND operational data. Surveys, interviews, and feedback forms all provide insights and improve your understanding of the CX metrics youre following. Surveys, interviews, and feedback forms all provide insights and improve your understanding of the CX metrics youre following.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Retently

JUNE 28, 2022

Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. Great feedback? They read their feedback, check the high score, pat themselves on the back and move on to other tasks. That is if you put your NPS® to work. You get what you ask for.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

GetFeedback

DECEMBER 21, 2018

30% of consumers are switch providers because they feel that there is no reward for loyalty. Customers enrolled in a loyalty program visit a company’s site 35% more frequently. Ask your customers for feedback. If you want to boost customer retention, ask for customer feedback —and take real action with it.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Are there customer feedback insights or reviews that express product quality concerns? Implement a loyalty program : Reward loyal customers with discounts, free products, or upgrades to gamify the brand experience (and trigger dopamine!). But be careful with these programs. Is your product easy to use and navigate?

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

GetFeedback

MAY 5, 2019

No matter whether customers are happy with your product or not, sometimes it can be a callous work to make them leave feedback regarding their experience. Then they process the collected impressions individually and provide personalized feedback whenever it’s possible. Offer some awesome customer loyalty programs.

Sales 277

Sales Loyalty Programs Social Media Policies 277

ClientSuccess

JULY 6, 2022

Often used to open the door to these more unique customer experiences, customer loyalty programs can be an excellent idea for CSMs and team leaders alike to delve into some of these new ways to connect and engage with customers. What is a customer loyalty program? Identify the benefits of your customer loyalty program.

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

Optimove

DECEMBER 31, 2024

Loyalty Program ROI : 85% of engaged customers participate in loyalty programs, driving recurring revenue and a 25% improvement in retention rates. Gamification in Engagement : Gamified loyalty programs and campaigns boost user participation and drive a 40% increase in repeat purchases.

Customer Engagement 69

Customer Engagement Trends Engagement Loyalty Programs 69

InMoment XI

MAY 14, 2022

Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. feedback, social reviews, and conversations) delivered through narratives, videos, images, and audio recordings. How do they contribute to fulfilling your individual needs? So, Why Do Customers Choose Their Favorite Brands?

Brands 370

Brands Retail Loyalty Competitive Advantage 370

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

ShepHyken

NOVEMBER 3, 2024

Rather than wait until the employee is leaving to get feedback in an exit interview, why not be proactive and have an interview that can help you understand what makes employees happy (or not). My Comment: I’ve written many articles about loyalty programs. The topic of this very robust article is on the “Stay Interview.”

Customer Service 69

Customer Service Loyalty Programs Entertainment Loyalty 69

ShepHyken

JANUARY 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts. In reality, they are marketing programs that do a great job of bringing customers back.

Loyalty Programs 92

Loyalty Programs Customer Service Training Training Culture 92

Lumoa

FEBRUARY 2, 2023

5 Strategies to Improve Customer Experience in Your Store Understand Your Customers Create a Consistent Customer Journey Modernize Your Technology Measure Customer Satisfaction Implement a Loyalty Program The Future of Customer Experience in Retail Wrapping It Up What is Customer Experience and Why Is it Important?

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

Happy or Not

DECEMBER 9, 2024

At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones. Negative feedback and customer complaints often indicate customer service or product issues.

Customer Retention 36

Customer Retention Analytics Feedback Analysis 36

CSM Magazine

NOVEMBER 6, 2024

This training prepares them to handle complaints, answer questions, and respond to feedback effectively. Regular checks and feedback sessions allow franchise owners to address any gaps quickly. Listening to Customer Feedback Customer feedback offers insights into a franchise’s strengths and areas for improvement.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

InMoment XI

AUGUST 1, 2024

Positive sentiment can lead to increased customer loyalty and advocacy, while negative sentiment can signal issues that need to be addressed to prevent customer churn. Better Product Development : Sentiment analysis provides valuable feedback on customer preferences and pain points related to products and services.

Measurement 195

Measurement Effort Score How To Hotels 195

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Designing customer feedback strategies. They can also include what your own customer data shows you, including what customers say in feedback and share with customer-facing team members. Watch out for leaders who want to “correct” the research or feedback you’ve found. Customer Service Blueprinting.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

InMoment XI

OCTOBER 3, 2024

While these strategies can vary based on your business model or resources available to your customer experience program, these proven strategies can help any organization reduce customer churn and improve customer retention. 79% of consumers say that loyalty programs caused them to purchase from an organization more frequently.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Lumoa

MAY 19, 2022

Retailers need to assess all of the potential variables impacting the performance of their shopping apps to be successful and customer reviews allow them to collect feedback directly from the source. In many cases, this is due to the format of the feedback or the sheer volume of reviews that need to be assessed individually.

Report 195

Report Ecommerce Retail Customer Satisfaction 195

Daniel Group

AUGUST 13, 2021

B2B Customer Feedback Surveys – Practical Tips to Improve Your Program Now. Excellent B2B Customer Feedback surveys must start with thinking about what you really want to find out from your customers; i.e., begin with the end in mind. Let’s start with a few tips to help you improve your program.

B2B 98

B2B Feedback Tips Survey 98

Happy or Not

DECEMBER 17, 2024

Customer retention and customer loyalty are crucial indicators of a successful voice of the customer program, and customer loyalty program examples can further demonstrate their impact. The success of your VoC feedback initiative relies on having well-defined goals that align with your overall business strategy.

Loyalty Programs 36

Loyalty Programs Social Media Net Promoter Score Effort Score 36

GetFeedback

JANUARY 28, 2020

Have you ever wondered why many US companies spend more than $2 billion each year on loyalty programs? Loyal customers provide more feedback. Customer feedback is essential for the success of any business. Feedback helps you come up with ways to improve your business better. Retention is cheaper than acquisition.

Social Media 322

Social Media Customer Retention Strategy Video 322

Customer Bliss

JUNE 6, 2018

Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program. In the first 6 months of his role, Eric focused on the following: Fixing the measurement program in order to capture the VoC in the right way with the right level of understanding.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

ECXO

JULY 22, 2024

Feedback Loops: Implementing systems for users to share their experiences and suggestions. Building Customer Loyalty Consistent positive experiences foster customer loyalty. Enhancing loyalty involves: Reward Programs: Implementing loyalty programs to reward frequent users and advocates.

B2B 207

B2B Customer Experience Self Service e-support 207

rethinkCX

FEBRUARY 17, 2025

Reciprocity & Rewards Programs Loyalty programs tap into the psychological principle of reciprocitywhen brands reward customers, they feel compelled to return the favor. Exclusive discounts, early access to products, and VIP benefits can significantly enhance loyalty ( McKinsey ).

Loyalty 52

Loyalty Brands Loyalty Programs Rewards Programs 52

Retently

OCTOBER 23, 2024

Taking the importance of collecting customer feedback out of the way, where do we start? Understanding the Tools at Hand Collecting feedback is essential to identifying customer pain points and areas for improvement throughout the buyer’s journey. This is where a well-timed follow-up with a short survey can make all the difference.

Ecommerce 109

Ecommerce Survey Retail NPS 109

InMoment XI

FEBRUARY 7, 2024

Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. What is Integrated CX Integrated CX platforms unify customer feedback signals from a multitude of feedback signals (listed below), blending them into a cohesive whole.

Hotels 195

Hotels Guest Experience Travel Social Media 195

ShepHyken

OCTOBER 20, 2024

Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. In a competitive marketplace, this hyper-tailored approach to marketing is the key to creating and keeping customers who love your brand. Let’s learn from some of the best.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76