InMoment XI

NOVEMBER 21, 2024

As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty. For example, if price is a significant factor for your customers, you can satisfy them by adjusting your pricing model or offering loyalty rewards. What Is Voice of Customer Analysis?

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

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previously highlighted predating Forrester’s 2025 predictions companies reliant on NPS risk mediocrity by clinging to outdated measurements.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 340

Net Promoter Score Effort Score B2B NPS 340

eglobalis

OCTOBER 30, 2024

High employee engagement and well-being lead to more motivated employees who are committed to delivering exceptional customer service, resulting in improved customer loyalty and satisfaction. Enhanced employee well-being and engagement lead to more positive interactions with customers, improving overall customer experience and loyalty.

Employee Experience 475

Employee Experience Customer Experience Employee Engagement Telecommunications 475

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

ECXO

OCTOBER 27, 2024

Churn Rate: The Pillar of Retention Churn rate remains one of the most vital metrics in the subscription economy, measuring the percentage of customers who cancel their subscriptions within a specific period. When businesses focus on extending the life of the customer relationship, they ultimately improve revenue and customer loyalty.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

eglobalis

JANUARY 13, 2025

AI is no longer just an emerging trend; its a transformative force in customer and agent experiences, driving measurable benefits across industries. Enhancing Customer Loyalty with AI-Driven Personalization AI not only streamlines operations but also fosters customer loyalty through deep personalization.

Customer Experience 411

Customer Experience Marketing Chatbots e-support 411

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. This is a shift from reactive measurement to proactive management of customer experience.

Survey 320

Survey Banking NPS Effort Score 320

Retently

JANUARY 13, 2025

CES helps you understand if youre delivering on that promise of ease, which directly impacts loyalty and long-term growth. 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. NPS looks at loyalty.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

eglobalis

FEBRUARY 13, 2025

Swift, measurable actions must follow to resolve issues and drive client satisfaction. Empathy in customer experience becomes meaningless if not followed by swift, measurable action that resolves challenges and drives outcomes. Measuring Empathy in Customer Experience: Action Over Rhetoric Where does your company stand?

Analytics 289

Analytics Measurement Metrics Feedback 289

InMoment XI

APRIL 3, 2025

Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success. And build their experience design and measurement around these insights. But how exactly are businesses making this transition? CX is the future of business success.

Culture 195

Culture Social Media Loyalty Government 195

InMoment XI

JANUARY 18, 2022

Using InMoment’s Market Pulse , the team asked strategic questions around three key topics: The future stakeholder journey: Customer and employee expectations for 2022; what are the new drivers of loyalty, retention, and acquisition? Emerging internal and external personas: What will emerging customers and employees look like?

Trends 370

Trends Measurement Customer Experience Entertainment 370

eglobalis

FEBRUARY 24, 2025

CX Is a Key Driver of Business Growth CX Is the Key Differentiator in Competitive Markets In industries where products are increasingly commoditized, CX becomes the differentiator that drives loyalty, retention and business outcomes. Example: Oracles customer success services allow measurable success for Oracle Cloud users.

B2B 291

B2B Culture Innovation Loyalty 291

Calabrio

MARCH 5, 2025

Analytics First Response Time (FRT): How to Measure and Improve Share What is first response time (FRT)? How to calculate first response time Measuring FRT is straightforward but requires consistent tracking. By focusing on these areas, organizations reduce their FRT, improving customer satisfaction and loyalty.

Measurement 100

Measurement How To Self Service Contact Center 100

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage.

Leadership 234

Leadership B2B B2C Effort Score 234

Experience Investigators by 360Connext

OCTOBER 11, 2024

Let’s take a look at what separates customer service and customer experience, as well as their similarities, including proven strategies to drive customer loyalty by intentionally balancing both areas. Increase customer loyalty : When customers have a great experience, they are more likely to come back.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

eglobalis

SEPTEMBER 5, 2024

Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty. This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success.

Metrics 422

Metrics Customer Success Customer Experience Effort Score 422

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. I hope this makes sense, and if not, I am interested to hear your thoughts.

NPS 453

NPS Feedback Net Promoter Score B2C 453

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 metric helps companies align their offerings with customer expectations and drive long-term loyalty.

NPS 438

NPS Net Promoter Score Effort Score Metrics 438

InMoment XI

NOVEMBER 22, 2024

Here’s a breakdown of the most impactful user feedback metrics for your SaaS business: Net Promoter Score Net Promoter Score (NPS) is a commonly used metric that measures customer loyalty. A high rate indicates strong engagement with your product and loyalty to your brand. It’s easy to track, analyze, and visualize.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

APRIL 6, 2025

In B2B, value is measured as an exchange : the buyer gains measurable business outcomes, and the supplier earns revenue, access, or loyalty. Cost Reduction and Operational Efficiency This is a classic, measurable dimension of value creationand still among the most powerful.

Contact Center 270

Contact Center B2B Competitive Advantage Self Service 270

InMoment XI

AUGUST 1, 2024

In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance. It includes both positive and negative feelings, like satisfaction, frustration, loyalty, and disappointment. Why is Customer Sentiment Important? What is Customer Sentiment Analysis?

Measurement 195

Measurement Effort Score How To Hotels 195

eglobalis

JUNE 27, 2024

Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

JANUARY 7, 2025

Real-world examples show that B2B companies leveraging Design Thinking report improved customer satisfaction, increased loyalty, and streamlined processesdirectly impacting their bottom line. Goals : Identify areas of improvement, measure user satisfaction, and ensure alignment with the problem statement.

B2B 288

B2B Company Customer Journeys Innovation 288

Blake Morgan

NOVEMBER 19, 2024

Combat the Real Threat to Customer Loyalty: Apathy Personalize experiences and show genuine care to prevent customer indifference. Measure What Matters Focus on understanding where your customers come from and whether they return. Thoughtful, tailored interactions make all the difference. Follow the S.U.P.E.R. 8CXLaws.com.

Loyalty 69

Loyalty Strategy Leadership Connections 69

InMoment XI

OCTOBER 30, 2024

Here are a few key reasons why it’s important for companies to embrace a customer-centric approach: It enhances customer retention and loyalty. Here are some strategies for enhancing customer retention and loyalty: 1. Investing in measures like encryption and secure data storage will help you better protect customer privacy.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

ECXO

DECEMBER 4, 2024

This comparative analysis delves into the nuances of customer success strategies in these two sectors, highlighting key differences in implementation, measurement of success, and overall impact on customer satisfaction and loyalty. It indicates the level of customer satisfaction and loyalty towards the software product.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

OCTOBER 23, 2024

Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. The following steps can help improve CX in this area to enhance both satisfaction and loyalty: Make it easier for customers to manage their accounts. This approach is crucial for driving loyalty.

Banking 195

Banking Customer Experience Effort Score Financial 195

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies. Apple: Apple’s brand loyalty is legendary.

e-support 507

e-support Innovation Customer Centricity Loyalty 507

InMoment XI

JULY 23, 2024

Here are five benefits of a good ecommerce customer experience: Increased Customer Loyalty: Satisfied customers are more likely to return and make repeat purchases. When you have a poor e-commerce customer experience, it can lead to customer dissatisfaction, negative reviews, and a decline in customer loyalty.

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

CSM Magazine

MARCH 13, 2025

Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

Retently

NOVEMBER 27, 2024

Building Customer Loyalty for Retention 6. Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back.

Ecommerce 148

Ecommerce Sales Strategy Tips 148