eglobalis

JULY 31, 2024

Standard Chartered (APAC) SAS provides advanced analytics and marketing automation tools that allow Standard Chartered to leverage data for better decision-making and customer targeting, resulting in improved customer loyalty and retention. Businesses will be able to track and measure customer journeys with greater accuracy.

Customer Experience 434

Customer Experience Social Media Predictive Analytics AI 434

Intercom, Inc.

AUGUST 18, 2021

There’s a good reason that the seemingly simple Net Promoter Score (NPS) has become a ubiquitous, revered statistic in modern business – this single number is viewed as a measure of customer loyalty, a way to benchmark competitive performance, and has been proven to correlate with revenue growth (hence the popularity).

NPS 232

NPS Net Promoter Score Customer Loyalty Construction 232

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. Data security and compliance should be prioritised to protect sensitive customer information.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

SurveySensum

OCTOBER 28, 2024

Some say it can reveal everything from customer loyalty to future revenue growth. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. NPS is a legend in the world of CX KPIs.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

Intercom

JANUARY 20, 2025

Targeting and scheduling: Fin can show up for your customers how and when you decide based on audience, region, channel, and more helping you control and maintain your support availability even when you’re out of office. See our Trust Center for more details on how Intercom upholds the highest standards for safety and security.

Customer Service 91

Customer Service Compliance AI Education 91

SurveySensum

SEPTEMBER 5, 2023

By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business. But what more can an exceptional SaaS customer experience bring to the table?

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Experience Investigators

FEBRUARY 4, 2025

Join Jeannie Walters as we unpack real-world success stories and provide actionable insights for turning commoditized products into beloved brands. From the power of word-of-mouth referrals to creating standout experiences, we delve into how strategic CX investments can lead to remarkable growth and customer loyalty.

Customer Experience 52

Customer Experience Actionable Insights CX Customer Loyalty 52

ECXO

MAY 27, 2024

While AI has infiltrated many aspects of enterprise software—from automating mundane tasks to delivering advanced data insights—it hasn’t fully integrated into the creative process of enterprise software design. The focus will shift to functionality, adoption, and customer experience and its outcomes.

AI 227

AI Technology Technology CX 227

SurveySensum

AUGUST 2, 2024

Efficiency and Accuracy : With ChatGPT you can process and analyze a large number of customer feedback and reviews in a matter of minutes, increasing team productivity and efficiency. What does a change in NPS over multiple periods indicate about customer sentiment? How do you calculate NPS for different customer segments ?

NPS 52

NPS Customer Loyalty E-commerce Hospitality 52

SurveySensum

JULY 17, 2024

Reduce store visit times : Verizon store visits amounted to up to 70 million per year, and with GenAI-backed initiatives, they can easily personalize each store visit, customize offers, and cut store visit times by 7 minutes per store. Take Prioritized Action That Will Impact Your Bottom Line The Most!

NPS 52

NPS Customer Loyalty Sentiment Analysis Actionable Insights 52

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. But, let’s be real, building and nurturing customer loyalty in retail isn’t a walk in the park.

Customer Loyalty 52

Customer Loyalty Retail Social Media Touchpoint 52

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. Check out the following points to get a better idea of why customer loyalty is essential for banks and other financial services.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. While it shines in NPS insights, CustomerGauge falls short in a few key areas. Gather feedback through SMS, email, QR codes, and WhatsApp surveys.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

MARCH 10, 2025

Reporting and Actionable Insights Data means nothing without actionable insights. Reporting and Actionable Insights Data means nothing without actionable insights. Spot trends over time : Are more customers unhappy after a recent update? Wrapping Up!

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

JULY 16, 2024

Now, how do you think Google achieved this kind of customer loyalty ? This tool helps you launch, gather, and analyze your NPS feedback to extract actionable insights and take prioritized action based on its impact on the bottom line. Let’s find out!

NPS 52

NPS Customer Loyalty Close the Loop Engineering 52

PeopleMetrics

JUNE 26, 2019

Above all, customers want to feel empathy towards their buying experience. Using chat bots and employing staff without the authority or knowledge to solve problems, while scalable, is also the quickest away to erode customer loyalty. Stop: forcing customers into digital self-service (chat bots, kiosks, etc.)

CX 115

CX Net Promoter Score Artificial Intelligence CEM 115

Retently

AUGUST 18, 2024

Running recurring NPS campaigns helps capture evolving customer experiences and provides a more complete view of customer loyalty. Low Response Rate When you see that high NPS score, it’s easy to assume you’ve secured a loyal base of happy customers. Selection Bias Think about who might be more likely to leave feedback.

NPS 146

NPS Net Promoter Score Customer Satisfaction Customer Loyalty 146

SurveySensum

DECEMBER 18, 2024

Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or service to their friends and family. For transactional NPS , measuring after key customer interactions (e.g.,

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Retently

AUGUST 3, 2023

Despite the empirical evidence, businesses often make the mistake of being too calculated and cautious when it comes to going above and beyond to make their customers happy. In this article, we’re going to explain seven strong reasons why customer experience matters and why it is the key competitive differentiator.

Net Promoter Score 146

Net Promoter Score Customer Experience Social Media NPS 146

SurveySensum

JULY 9, 2024

Sign Up For Free Free Forever • No Feature Limitation • No Credit Card Required • Get a Live Demo Brewing Loyalty – Exploring Starbucks Loyalty Programs Did you know that in the first quarter of 2016, Starbucks’s customer loyalty was so high that it had more money than some of the major banks?

NPS 52

NPS Customer Loyalty Social Media Customer Retention 52

Retently

MARCH 14, 2023

Yet, NPS surveys impact customer experience and the ability to identify and retain its most valuable clients. They are specifically designed to measure various areas of customer satisfaction and capture actionable insights for the brand to improve. That makes the NPS survey a tool with strong predictive potential.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

InteractionMetrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Retently

OCTOBER 11, 2024

This is where Quality Assurance tools come into play—they help pinpoint inconsistencies, monitor agent customer service performance, and highlight areas for improvement. By integrating these tools into your operations, you transform routine customer exchanges into opportunities for building stronger relationships and driving better outcomes.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

SurveySensum

APRIL 14, 2025

NPS = %Promoters – % Detractors For example, you conducted a survey with 100 respondents, and their responses are distributed as follows: 50 Promoters (50%) 30 Passives (30%) 20 Detractors (20%) NPS = 50% – 20% = 30 In this example, the NPS score is 30, showing positive customer sentiment but with room for improvement.

NPS 52

NPS Net Promoter Score AI Customer Loyalty 52

Beyond Philosophy

JANUARY 24, 2018

Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

SurveySensum

APRIL 11, 2025

This way, the company gains clear, actionable insights into what really made the users cancel their subscriptions and whats the biggest driving force behind the slipping CSAT. The platform automatically determines key drivers, ranks them based on impact, and presents the insights in a clear, actionable manner.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Retently

JULY 16, 2024

This approach will embed customer satisfaction at the core of your company, making it a key part of the Customer Success culture. Conclusion NPS is a valuable tool that provides a quick snapshot of customer loyalty and satisfaction. However, relying solely on NPS can lead to volatility and frustration.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction B2C 148

Intercom, Inc.

MARCH 16, 2021

While reviewing customer conversations is useful, sometimes you need a quick route to unlocking immediately actionable insights – for example, you may want to understand the “why” behind the issues new customers are facing.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Retently

JULY 8, 2024

Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world. Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!),

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

CX Accelerator

JULY 1, 2019

If your CX initiative fails to consider the needs of these customers the loss of revenue is staggering. Their research found that while all three elements impact customer loyalty, an improvement in emotion drives the most significant increase in loyalty.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

InteractionMetrics

MARCH 13, 2025

We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience. Here’s how: We identify the key themes driving customer sentiment. What is the role of natural language processing in sentiment customer sentiment analytics?

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

PeopleMetrics

OCTOBER 25, 2017

The stage has been set – now let’s jump right into the top 12 Reasons to Invest More in Customer Experience (CX): 1. The ROI customer experience. Building customer loyalty and increasing revenue go hand in hand. Draw new actionable insights at scale.

CEM 122

CEM Customer Experience VOC Government 122

Hodusoft

SEPTEMBER 21, 2022

By tracking these metrics, a business can gain actionable insights on how to improve its outbound calling strategy. Customers understand the drill when it comes to outbound calls from businesses. As a result, most customers hang up by the time an agent completes the first line of their sales pitch. Average call duration.

CRM 96

CRM Actionable Insights Business Growth Sales 96

InteractionMetrics

MARCH 27, 2025

The Psychology Behind Retaining Customers Now that you understand why customer retention matters, let’s take a step back and explore the psychology behind it. This is what allows you to build deeper connections and boost customer loyalty with your buyers. At its core, customer retention taps into basic human nature.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

Retently

AUGUST 13, 2024

If you need quick, actionable insights about a specific interaction, CSAT is your go-to metric. It’s perfect for situations where you want to understand how satisfied customers are right after they’ve interacted with your business. Together, these metrics can guide your long-term customer retention strategies.

Customer Experience 108

Customer Experience NPS Net Promoter Score Customer Satisfaction 108

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back.

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Many times, restaurant managers struggle with compiling, organizing and leveraging that feedback data in actionable insights due to a lot of manual work involved.

Customer Loyalty 75

Customer Loyalty Actionable Insights Customer Experience Management AI 75