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previously highlighted predating Forrester’s 2025 predictions companies reliant on NPS risk mediocrity by clinging to outdated measurements.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

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. Identify which customer touchpoints are most critical to revenue generation, retention, and operational efficiency.

B2B 310

B2B Strategy Customer Journeys Net Promoter Score 310

InMoment XI

OCTOBER 17, 2024

With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation. What is a Customer Feedback Questionnaire? Why is Asking the Right Customer Feedback Questions Important? They improve survey response rates.

Feedback 195

Feedback Effort Score Survey Customers 195

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. No number, or responses provides any diagnostics on its own.

NPS 456

NPS Feedback Net Promoter Score B2C 456

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. In order to improve it, contact centers must be able to measure it.

Call Center 130

Call Center Measurement Self Service How To 130

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

Lumoa

JANUARY 7, 2021

At what point during the customer journey should you measure how the customer is feeling? In reality, there are several customer touchpoints along the customer journey where you can (and should!) measure the customer experience, and each requires a slightly different approach. In the middle? After their journey is over?

Customer Journeys 195

Customer Journeys Touchpoint Measurement Survey 195

Retently

OCTOBER 16, 2024

Imagine transforming every email you send into an instant feedback opportunity. As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 That’s exactly what email signature surveys can do!

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

ECXO

MARCH 6, 2025

When employees see top management personally engaging with customer feedback and emphasizing experience in strategy discussions, it signals that CX transformation is not just a buzzword but a true organizational priority. Another tactic to shift culture is to make customer feedback and outcomes highly visible internally.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

MARCH 13, 2025

They want suppliers and partners who are easy to do business with, understand their needs, and provide consistent support across every touchpoint. Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making.

Leadership 235

Leadership B2B B2C Effort Score 235

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals.

Banking 195

Banking Customer Experience Effort Score Financial 195

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

InMoment XI

NOVEMBER 26, 2024

By visualizing the customer’s experience across various touchpoints, journey maps provide a clearer understanding of where internal processes may be causing delays, confusion, or frustration for both customers and employees. You will outline the stages and touchpoints customers will experience in this stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

OCTOBER 30, 2024

It improves customer satisfaction across all touchpoints. By leveraging digital solutions and user-friendly interfaces, insurers can enhance customer satisfaction at every touchpoint. In fact, it’s one of the most impactful applications for collecting customer feedback. It gives insurance brands a leg-up on the competition.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. But first, you need to define what success means for your current state to measure it in ways that will matter to your organizational leaders.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. Customer experience matters across all the channels and all the touchpoints of the customer journey.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. Regardless of their background, your chosen candidate should have experience with this to ensure that you can measure the ROI of your CX program.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

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. One of the biggest benefits of InMoment AI is its ability to make large volumes of customer feedback easily digestible in Smart Summaries.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Improved Personalization While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Experience Investigators by 360Connext

JANUARY 7, 2025

The strategy explains every step youll take so you know where to focus, how to measure your success, and gradually expand your footprint. Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Of course, these wont happen overnight.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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

eglobalis

AUGUST 19, 2024

This binary approach fails to capture the nuanced emotions and motivations behind customer feedback, leading to a superficial understanding of customer experiences. It provides feedback on three dimensions: Functionality, Relevance, and Emotion. The sore allows for granular, actionable customer feedback.

NPS 440

NPS Net Promoter Score Effort Score Metrics 440

eglobalis

SEPTEMBER 5, 2024

This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success. CX includes the emotional and psychological responses customers have across various touchpoints, such as ease of use, support quality, and overall satisfaction.

Metrics 424

Metrics Customer Success Customer Experience Effort Score 424

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Voice of Customer analysis starts by categorizing the customer feedback data.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. This will lead you to reduce churn and increase your revenue.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

InMoment XI

JANUARY 27, 2025

Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences. These tools unlock unstructured data, detecting feedback themes and anomalies.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

OCTOBER 31, 2024

What Are Important Call Center Metrics to Measure? Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Average Speed of Answer (ASA) This metric measures the time it takes for an agent to answer an incoming call. Lower AHT reflects efficient service.

Call Center 195

Call Center Metrics Self Service Effort Score 195

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This includes regular touchpoints with sales and support teams who interact with customers on the ground.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

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

ECXO

AUGUST 19, 2024

Cost-Effective Improvements : Incremental changes measured through experimentation help avoid costly mistakes, ensuring investments yield positive results. The company uses A/B testing extensively to refine hardware and software features, gathering feedback on design prototypes to enhance user interaction and satisfaction.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

InMoment XI

MAY 31, 2022

Each of these touchpoints influences the customer, and by analyzing customer behavior, feelings, and motivations around each touchpoint, you can begin to identify opportunities to establish more positive relationships by giving customers what they need at any given stage of their journey. Plot Touchpoints. So start there.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

InMoment XI

JULY 18, 2024

What Is Customer Feedback? Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. Businesses can collect feedback actively and passively. What Is A Customer Feedback Loop? Why Is Customer Feedback Important?

Feedback 221

Feedback Customer Journeys Net Promoter Score Social Media 221

ECXO

JUNE 11, 2023

Define your brand values and messaging – having a clear set of brand values and messaging is essential to creating a consistent experience across all touchpoints. Set clear experience goals – defining clear experience goals will help you measure the success of your experience design. How does your messaging build trust?

B2B 390

B2B B2C Touchpoint Customer Journeys 390