Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes.

CX 116

CX Customer Experience Net Promoter Score NPS 116

ECXO

APRIL 29, 2024

Imagine a single solution, a magical tool, a secret sauce, that can solve all the challenges related to customer experience in one fell swoop. A solution that can turn every customer interaction into a delightful experience, foster brand loyalty, and ultimately drive business growth.

CX 283

CX Innovation Machine Learning Technology 283

Intercom, Inc.

OCTOBER 22, 2020

And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

APRIL 28, 2025

Heres the thing – 77% of customers have a more favourable view of brands that ask for and accept customer feedback. Thats where Voice of Customer (VoC) programs come in! But what is VOC, why is it crucial, and how can you leverage it to improve customer satisfaction and business growth? Lets dive in!

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Ameyo Callversations

MAY 4, 2022

Builds trust and reliability: When customers contact a business, they expect a prompt response. This helps improve customer expectations and experience, which often translates into more conversions and upsells. A reliable customer contact center also enhances customer loyalty and builds trust.

Business Growth 52

Business Growth Contact Center Artificial Intelligence ML 52

Hodusoft

JANUARY 30, 2025

An omnichannel contact center solution empowers businesses to meet these expectations by unifying all communication channels into a single platform, ensuring consistent interactions and personalized support at every touchpoint. The result? How Omnichannel is Different from Multichannel Contact Centers?

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Hodusoft

DECEMBER 26, 2024

A study conducted by Microsoft found that 66 percent of customers use at least three different communication channels to contact customer service. Another research by Twilio revealed that 91 percent of customers expect omnichannel communication from organizations. Read on and thank us later! Jackson Brown Jr.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

SurveySensum

DECEMBER 18, 2024

The scores that customers give will be largely influenced by regional practices and cultural beliefs. To repeat the same example of US and Asian customers, US customers are generous when it comes to giving 5-star reviews or high NPS scores. Asian customers expect extremely impressive products/services to give a high NPS score.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

SugarCRM

APRIL 14, 2022

It starts with removing blind spots: understanding what your customers want and predicting what they need next. It continues with a focus on eliminating busy work—making it easier for customers to engage, and empowering employees to create the experiences customers expect. Closing Thoughts.

Business Growth 48

Business Growth Artificial Intelligence ML CRM 48

Retently

JULY 28, 2023

If we were to consider businesses in other countries, the numbers would probably be even worse. Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth.

CXM 123

CXM CX Start-ups Touchpoint 123

SurveySensum

OCTOBER 17, 2024

Collect Feedback According to research , nearly 81% of consumers expect frictionless experience across devices and platforms from brands. In other words, today’s modern connected consumer interacts with a business across multiple touchpoints. It can be through emails, social media, websites, chatbots, or any other medium.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Zendesk

JANUARY 18, 2022

Now is a good time to demonstrate to leadership how quality customer service interactions are essential and what ultimately impact a customer relationship most, regardless of how many tickets are processed in a given day. Customers expect better service, and reward companies that meet expectations.

Customer Service 98

Customer Service Outlook Business Growth Customer Loyalty 98

Intercom

APRIL 3, 2025

Traditionally, scaling support meant simply adding headcount, creating a linear relationship between business growth and support costs. The real cost: Slowed-down business growth, player churn due to poor experiences, damaged brand reputation.

Gaming 52

Gaming AI Start-ups Business Growth 52

InteractionMetrics

MARCH 13, 2025

Strengthened brand loyalty , by identifying satisfied customers and encouraging them to become active promoters of your brand. Better alignment of products and services with customer expectations , allowing you to prioritize improvements that directly meet customer needs.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

Retently

APRIL 6, 2022

Ecommerce & Retail has experienced a good boost in their scores as well, given the fact that COVID limitations have turned customer attention to the online, challenging the industry to keep up with customer expectations and a bigger demand. . At Key Customer Lifecycle Touchpoints. CSAT: Pros and Cons.

Customer Satisfaction 151

Customer Satisfaction Healthcare Retail NPS 151

InteractionMetrics

JANUARY 31, 2025

NBRI NBRI specializes in market research and customer expectations analysis. Companies that have experience increasing retention rates and delivering business growth strategies are especially effective at helping brands build long-term customer relationships. Get in touch!

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

CommBox

JUNE 30, 2024

Adopting a customer obsession approach places your customers at the heart of every strategy, decision, and action of your business and offers your customers numerous benefits. Continually exceeding customer expectations can nurture loyalty, drive growth, and enhance their reputation.

E-commerce 52

E-commerce AI Social Media Touchpoint 52

Shep Hyken

OCTOBER 10, 2022

Nurturing customer relationships is the secret to boosting your customer lifetime value, cutting down churn, leaving your competitors in the dust, and catapulting your business growth. Usher in customer-centricity. ” My Comment: Customer Centricity is an often used yet misunderstood term.

Customer Service 11

Customer Service Touchpoint Customer-Centric Organization CX 11

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. Using NPS to refine services ensures banks not only meet but exceed customer expectations.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Experience Investigators

APRIL 23, 2024

And it’s often shared that a 5% increase in customer retention can lead to exponential gains in profitability. The bottom line here is that if you ONLY focus on customer metrics, you’ll miss an opportunity to make a real business impact. Strategic Investments in Customer Experience As we often say, CX is a team sport.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Retently

MARCH 14, 2023

In this article, we’ll compare post-purchase NPS surveys and product reviews as a measure of customer satisfaction, provide ecommerce businesses with a better understanding of the strengths and limitations of these two methods, and explore whether product reviews can be an alternative or rather complementary to NPS surveys.

NPS 136

NPS Net Promoter Score Customer Satisfaction Customer Feedback 136

ECXO

JANUARY 30, 2024

. “This emotional connection can be the key to retaining customers and promoting long-term business growth.” ” Therefore, businesses should strive to create emotionally engaging experiences for their customers. By doing so, businesses can foster stronger emotional ties with their customers.

CX 156

CX Customer Loyalty Education Customer Retention 156

Lumoa

FEBRUARY 14, 2024

Against this shifting backdrop, your business needs a clear and consistent CX strategy to hold on to. Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. Fine-tuning your CX elements is a constant exercise.

Customer Experience 78

Customer Experience ML Social Media CX 78

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? It’s an environment where shoppers feel understood and valued at every touchpoint. Because in a market brimming with choices, the way customers feel about your business can set you apart. It starts with understanding those expectations deeply and clearly.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Execs In The Know

APRIL 1, 2025

The boutique approach to customer experience outsourcing distinguishes smaller BPO entities from larger competitors by maintaining rigorous quality standards across every customer touchpoint. Boutique BPOs excel at maintaining this precision even as they scale, ensuring that quality never suffers for quantity.

Customer Experience 52

Customer Experience CX Innovation Customer Satisfaction 52

Retently

OCTOBER 19, 2018

If we were to consider business in other countries, the numbers would probably be even worse. Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth.

CX 80

CX Start-ups Business Growth Sales 80

Retently

MARCH 18, 2024

This process can help companies refine their customer service strategies , ensuring they provide the best possible support to their customers. Improving customer experience Each customer’s experience with a business is unique and personal, and surveys can provide invaluable insights into these individual perceptions.

Customer Service 120

Customer Service Net Promoter Score NPS Customer Satisfaction 120

Zendesk

MARCH 7, 2022

In 2022, 70 percent of customers expect conversational channels to be available. Savvy brands and early adopters use messaging apps to create convenient and personal customer experiences. Automation in conversational channels is often the first touchpoint for customers, and characteristic of modern customer support experiences.

AI 98

AI Net Promoter Score Artificial Intelligence Retail 98

VOZIQ

AUGUST 13, 2023

However, in order to win fan customers and increase these numbers, a complete rethinking of customer relationship management and a departure from the customary key performance indicators is necessary. This book delves into the importance of customer satisfaction and loyalty in building a successful business.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

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. Regularly analyze and adapt your strategies to stay ahead of the competition and meet evolving customer expectations. Ecommerce success isn’t static.

Sales 149

Sales Social Media Predictive Analytics Start-ups 149

Retently

FEBRUARY 21, 2024

By pinpointing where your customers come from, you can streamline your efforts, enhance engagement, and grow your business. In this article, we’ll guide you through crafting, placing, and analyzing impactful surveys that provide actionable data for your business growth. Key Takeaways “How Did You Hear About Us?”

Social Media 78

Social Media Engineering Customer Acquisition Retail 78

Totango

OCTOBER 8, 2019

Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth. Leveraging Customer Data.

Gaming 60

Gaming Touchpoint Business Growth Customer Loyalty 60

Zonka Feedback

OCTOBER 1, 2022

Even if they have to raise some concerns, they expect them to be resolved as quickly as possible and with a very smooth process. You also need to focus on the essential aspects and ensure that your product provides a seamless experience to the users at every touchpoint.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

VOZIQ

SEPTEMBER 12, 2022

A company has various customer touchpoints, such as support, field service, marketing, and IT. However, their siloed functioning can impact customer experience, thus, retention efforts. 76% of customers expect consistent interactions across departments. Scattered customer data. Siloed efforts.

ML 40

ML Customer Retention Touchpoint AI 40

VOZIQ

SEPTEMBER 12, 2022

A company has various customer touchpoints, such as support, field service, marketing, and IT. However, their siloed functioning can impact customer experience, thus, retention efforts. 76% of customers expect consistent interactions across departments. Scattered customer data. Siloed efforts.

ML 40

ML Customer Retention Touchpoint AI 40