eglobalis

MARCH 30, 2025

This real-time flow of data (in multiple languages and markets) gave HP actionable insight into user experience issues with current product versions, something the slow survey cycle failed to do. In a recent initiative, HP moved to gather continuous feedback and usage telemetry across its thousands of product models.

AI

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

Smart Customer Service

JUNE 24, 2025

Customer retention is now considered as important as acquisition. Metrics like Net Promoter Score (NPS), Customer Effort Score (CES), and First Contact Resolution (FCR) are critical benchmarks, and support software helps track and improve them.

Pharmaceutical

SurveySensum

NOVEMBER 22, 2024

5) InMoment Large enterprise-level companies In-app surveys Customer segmentation Custom reporting and dashboard Contact their team for details 4.7 (5) 5) Retently Businesses of all sizes looking for a flexible and scalable survey tool No-code survey creation Automated follow-ups Precise NPS measurement $25/month 4.7 (5)

Text Analytics

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

SurveySensum

JUNE 19, 2025

NPS, short for Net Promoter Score, is a metric designed to gauge customer loyalty and helps in strategizing to improve customer retention and loyalty. Through the simplicity of a single question, you have the ability to get insights into what your customers are experiencing. So, let’s dig in!

NPS

SurveySensum

FEBRUARY 13, 2025

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging and improving customer retention and loyalty. How can you increase your customer base, revenue, and customer loyalty ? Lets jump right in!

Net Promoter Score

PeopleMetrics

FEBRUARY 4, 2025

No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. The core steps in this phase remain the same: Start with a relationship survey to establish a baseline for customer sentiment. That hasnt changed.

VOC

SurveySensum

FEBRUARY 17, 2025

Recurring Trends Identification : It highlights recurring keywords, emerging patterns, and customer pain points to reveal actionable insights. Real-time Reporting : Dashboards visualize findings, making it easy to monitor trends and take data-backed actions. Free Trial for AI Text Analysis : Not Available 4.

Text Analytics

SurveySensum

APRIL 28, 2025

Set Clear Objectives: Know Your Why Before jumping into customer surveys or feedback forms, ask yourself: What are you trying to achieve? Are you aiming to: Improve customer satisfaction ? Boost customer loyalty? Analyze the Data: Turn Feedback into Actionable Insights Data without analysis is just noise.

VOC

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. So, what exactly are these limitations?

Sentiment Analysis

InteractionMetrics

APRIL 24, 2025

Always send CES surveys promptlyright after each relevant interaction, while customers experiences are fresh. Vague or Misleading Questions Asking unclear or overly broad questions confuses customers. A vague CES question leads to vague responses, leaving you without actionable insights.

Net Promoter Score

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty.

Customer Experience

SurveySensum

MARCH 24, 2025

NPS tracking is the process of creating a continuous cycle of measuring, analyzing, and reviewing your NPS score to understand where you stand in terms of customer loyalty and satisfaction over time. NPS tracking gives you a clear, and measurable view of customer loyalty. But is it important? Why Does NPS Tracking Matter?

NPS

SurveySensum

MARCH 21, 2025

Segment customers based on NPS scores : Identify promoters, passives, and detractors in your HubSpot CRM. Trigger personalized follow-ups : Automate responses based on customer feedback. Enhance customer retention efforts : Address negative feedback before customers churn.

NPS

eglobalis

JUNE 27, 2024

Insights from these teams at companies like Salesforce, DHL, and Walmart highlight trends and areas for improvement. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. CDPs enable real-time analysis and segmentation.

Customer Experience

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.

Customer Experience

ECXO

JULY 29, 2024

Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement. Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer.

Customer Experience

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

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

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

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

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

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. Customer retention.

E-commerce

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

VOZIQ

JANUARY 1, 2024

It also involves understanding the hidden factors that lead to churn and how to drive customer loyalty. That’s why there’s a need for explainable AI, as it helps make models transparent and understandable and empowers businesses with actionable insights.

Customer Retention

SurveySensum

JULY 9, 2024

Customer Retention Did you know that 21% of Starbucks customers return within three days, with 10% returning within just one day? Starbucks is certainly excelling at the customer retention game. The reason behind this level of retention? Yes, that’s right. In 2016, Starbucks had $1.2

NPS

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

Retently

FEBRUARY 9, 2024

Questions to Understand Customer Satisfaction 1. General Satisfaction Questions When it comes to the health of your business, customer satisfaction sits right at the heart. Customer Service Interaction Customer service representatives are often the human face of your brand during critical moments of the customer journey.

Customer Feedback

Retently

MARCH 18, 2024

Harness feedback, discover the key customer service survey questions that can transform your support strategy, and make every customer interaction count. In this article, we’ll hand you the guidance and specific questions necessary to probe customer satisfaction and service quality.

Customer Service

Retently

AUGUST 12, 2024

Key Takeaways NPS mainly gauges long-term customer loyalty, being a key metric for enhancing customer experience in ecommerce and retail. If you operate in the ecommerce or retail space, look for a user-friendly interface and real-time feedback capabilities – perfect for businesses needing quick, actionable insights.

NPS

Lumoa

APRIL 4, 2023

A customer engagement strategy is vital to increasing customer loyalty and driving revenue. It will help you build relationships with existing customers. Ultimately, it raises customer satisfaction with your brand. You must plan, think creatively, and understand your customers to build your strategy.

Omnichannel

Retently

MAY 2, 2023

The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. While they measure customer experience at different stages in the customer lifecycle, all three equip SaaS companies with actionable insights that can help enhance the product, reduce churn and drive growth.

CX

Zendesk

MARCH 31, 2021

If a workaround is slowing down response time, for example, that provides more meaningful, actionable insight. The challenge with any community forum is helping customers feel seen and heard while also being transparent about what is on the product roadmap and why. Identifying themes , and.

Customer Feedback

C3Centricity

AUGUST 17, 2020

RightNow Customer Experience Impact Report. Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. Customers 2020 Report. A 10% increase in customer retention levels result in a 30% increase in the value of the company. Bain & Co.

Social Media

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. By doing this, businesses can ensure that their brand is well-regarded by customers and potential customers alike. Increasing customer loyalty.

VOC

Retently

AUGUST 2, 2024

When it comes to customer experience, the Net Promoter Score(NPS) is a key measure of customer loyalty and satisfaction. Yet, deciding whether to include customers who have lodged complaints in NPS surveys can be tricky. Low morale can decrease productivity and increase turnover rates.

NPS