Retently

MARCH 11, 2025

Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn. CX Managers arent just fixers but business growth drivers. Are wait times creeping up? Customer feedback is the backbone of CX.

CX 120

CX Customer Experience Net Promoter Score NPS 120

Intercom, Inc.

OCTOBER 18, 2021

We started by reading about what other companies had done. The right product metrics start with the right questions. A central value of the analytics team at Intercom is “ start with the right question. ” If we just applied well-worn frameworks blindly, we would be starting with someone else’s question, not our own.

E-commerce 269

E-commerce Start-ups Finance Customer Acquisition 269

Intercom, Inc.

OCTOBER 22, 2020

As he puts it: In the latest episode in our Scale series, Intercom’s Dee Reddy caught up with Nate to learn how to tune in to the voice of the customer, and how a holistic approach to customer experience can be the ultimate brand differentiator. In the old days, customer service was solely seen as the company’s clean-up crew.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Lumoa

FEBRUARY 9, 2023

Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Why is NPS ® going up or down?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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. Lets get started. The result? What is Omnichannel Contact Center Software?

Contact Center 52

Contact Center Omnichannel Social Media Retail 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. Whats Next?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Intercom, Inc.

MARCH 22, 2022

Building customer touchpoints is not the same as building engagement. Modern engagement is an open channel between the customer and the business – in the product, in the moment, on their terms, and ongoing throughout the entire customer journey. Engage across every touchpoint. So, let me cut right to the point. The answer?

Omnichannel 129

Omnichannel Touchpoint Sales Engineering 129

SurveySensum

APRIL 28, 2025

But what is VOC, why is it crucial, and how can you leverage it to improve customer satisfaction and business growth? These testimonials can then be strategically showcased on websites, landing pages, app stores, and other key touchpoints where potential customers seek validation and can increase conversions by 270%.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Fonolo

SEPTEMBER 29, 2020

Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. Speed up your website and app. You’ll quickly touchpoints where there’s an opportunity to reduce friction for customers. But you shouldn’t wait to start optimizing it.

Customer Experience 141

Customer Experience Contact Center Touchpoint CX 141

SurveySensum

OCTOBER 17, 2024

It helps you decode the true potential of customer data and open up new growth avenues. By leveraging customer feedback analytics solutions, businesses can gain insights to drive customer satisfaction and loyalty to identify areas where the team falls short. So, start analyzing the feedback and close the loop.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Retently

JULY 28, 2023

Some studies suggest that poor customer service costs businesses up to $62 million per year. Others are less “optimistic,” saying that companies stand to lose up to $1.6 If we were to consider businesses in other countries, the numbers would probably be even worse. How Did the CXO Position Come to Be?

CXM 128

CXM CX Start-ups Touchpoint 128

SurveySensum

APRIL 11, 2025

It Helps Enhance Customer Journey: By directly addressing the pain points and satisfaction drivers of the customers, key driver analysis gives you the opportunity to optimize touchpoints and create a good customer experience. On top of that, unnecessarily complex dashboards can overwhelm businesses rather than provide meaningful insights.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Intercom

APRIL 3, 2025

With global player bases across all time zones, dramatic volume spikes during tournaments and launches, and the expectation for instant, personalized assistance, traditional support models simply can’t keep up. 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

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 This smart, efficient tool transforms your everyday communication into a strategic data collection engine that fuels CX improvements and business growth. That’s exactly what email signature surveys can do!

Customer Satisfaction 140

Customer Satisfaction Touchpoint Net Promoter Score Start-ups 140

Zendesk

JANUARY 18, 2022

More than 60 percent of customers will defect after one bad experience, up 22 percent from last year. It’s clear that consumer expectations have continued to increase and they are less willing to put up with frustrating experiences. The post 2022: The year of customer service-led growth appeared first on Zendesk.

Customer Service 98

Customer Service Outlook Business Growth Customer Loyalty 98

Intercom

FEBRUARY 27, 2025

Whether youre dealing with someone who needs immediate in-game support, or someone whos setting up their account for the first time, Fin makes it easy to provide everyone with VIP-level attention. Join the thousands of companies already using Fin to transform their support and drive business growth. Ready to level up?

Gaming 52

Gaming Compliance AI Sports 52

Totango

OCTOBER 18, 2023

, we discussed how—in today’s competitive and volatile environment—driving consistent growth is hard, acquiring new customers is expensive—as much as 5X more expensive to win a new customer —and securing retention is key. That’s why many CEOs and executive boards are turning to customer success teams to be the drivers for business growth.

Customer Journey Map 108

Customer Journey Map Touchpoint Start-ups Business Growth 108

Retently

APRIL 6, 2022

The CSAT formula in this case is to add up all the scores and divide that sum by the number of respondents. Following up on the example above, if you had 20 respondents, and 10 responses were “Very Satisfied/Satisfied,” you’d have a 50% CSAT score (0,5 times 100). At Key Customer Lifecycle Touchpoints. CSAT calculation formula.

Customer Satisfaction 154

Customer Satisfaction Healthcare Retail NPS 154

Gainsight

MARCH 7, 2023

To build a durable business in this market, organizations simply can’t increase CSM headcount to keep pace with business growth. In turn, pooled CSM teams can operationalize every touchpoint along the customer journey—so they never miss an opportunity to drive value for customers and revenue from renewals and expansions.

Healthcare 102

Healthcare Start-ups NPS Touchpoint 102

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Let’s start with the simplest one. Post-Service Resolution Surveys If and when a customer contacts the bank regarding a problem, it’s best to follow it up with an NPS survey after the issue has been solved.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

InteractionMetrics

JANUARY 31, 2025

Interaction Metrics company handles everything from start to finish. Interaction Metrics approaches every project with a science-oriented mindset to keep results reliable, while needs-based survey services help businesses keep projects affordable and efficient. Get in touch!

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

CSM Practice

JANUARY 13, 2021

In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. No harmony between teams and touchpoints involved in the renewal process. Failed attempts at scaling renewals that end up in fire-fighting. Technology.

Start-ups 98

Start-ups Touchpoint Education Sales 98

Retently

NOVEMBER 27, 2024

With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. It’s all about having the right growth strategies in place. That’s a lot of shopping carts, checkouts, and happy customers! Let’s dive in!

Sales 152

Sales Social Media Predictive Analytics Start-ups 152

SurveySensum

DECEMBER 24, 2024

Whatsapp Surveys Starts at $99/month 4.7 Qualtrics Allows closed-loop follow-ups Collect data from different sources Generate real-time insights into CX Contact to know the pricing details 4.4 Whatsapp Surveys Starts at $99/month 4.7 Check their flexible pricing here. 10 Best Qualtrics Competitors and Alternatives in 2025 3.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

CX Journey

DECEMBER 30, 2014

As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year. 18 Reasons to Map Customer Journeys Have you started journey mapping yet? Journeys, Not Touchpoints While it''s important to look at the individual touchpoints, moments of truth, interactions, channels, etc.,

Customer Experience 78

Customer Experience Touchpoint Customer Journey Map Customer Acquisition 78

Retently

AUGUST 12, 2024

In this guide, we’ll walk you through the best NPS software for Ecommerce and Retail so you can pick the one that’s right for you and start making those customers smile! Relationship NPS tracks long-term loyalty and satisfaction trends, while transactional NPS provides immediate feedback on specific touchpoints.

NPS 80

NPS Retail Net Promoter Score Touchpoint 80

Experience Investigators

APRIL 23, 2024

In embracing a real-life, business-centered approach and understanding key elements of customer demands like speed, convenience, and human touch, businesses can craft experiences that resonate deeply with customers, solidifying a foundation of customer loyalty and competitive advantage in today’s market. Strategy First.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Customer Bliss

AUGUST 1, 2017

Prior to joining Aon Tom was employed as a Senior Customer Experience Analyst for Forrester Research during which he worked with client business and technology leaders to develop customer-obsessed strategies to drive business growth. He tried to set up everything as “customer experience around shared value.”

Customer Experience 0

Customer Experience Retail B2C Government 0

Retently

MARCH 14, 2023

By understanding the importance of customer feedback and the best ways to gather it, brands can improve customer experience and retention, resulting in increased business growth. So, let’s get started. On the other hand, a low NPS score speaks of prevailing unsatisfied buyers who may choose to do business with a competitor.

NPS 140

NPS Net Promoter Score Customer Satisfaction Customer Feedback 140

InteractionMetrics

MARCH 13, 2025

To improve the customer experience effectively, you need to start with content: Analyze the text Identify key themes and patterns in customer feedback. Optimize the Customer Journey Customers expect seamless experiences across every touchpoint with your business. This means customers experience fewer hurdles from the start.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

CommBox

JUNE 4, 2024

An Omnichannel communication strategy holds the key, offering a seamless, integrated customer experience across all touchpoints. With this approach, customers can start a conversation on your website chat, continue it via email, and resolve their issues over the phone without needing to repeat themselves.

Omnichannel 52

Omnichannel Social Media Touchpoint AI 52

Zendesk

MARCH 7, 2022

According to Harvard Business Review, two-thirds of American buyers opt for remote human interactions or digital self-service at various stages of their decision journey. 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

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. So, how can your business win over this growing contingent of experience-focussed customers? Reviewing your existing CX strategy is a good place to start.

Customer Experience 78

Customer Experience ML Social Media CX 78

Retently

OCTOBER 19, 2018

Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. Others are less “optimistic,” saying that companies stand to lose up to $1.6 If we were to consider business in other countries, the numbers would probably be even worse. How Did the CCO Position Come to Be?

CX 81

CX Start-ups Business Growth Sales 81

Intercom, Inc.

MARCH 11, 2021

If we can identify what those patterns are, then we can start to anticipate, “If they’ve reached out to us for issue A, we may as well talk to them about issue B and try and get ahead of that.”. This is Scale , Intercom’s podcast series on driving business growth through customer relationships.

B2C 118

B2C B2B Social Media Start-ups 118

Retently

SEPTEMBER 6, 2018

Measured every quarter or just after a major transaction, NPS© shall give your business the ability to capture valuable feedback at any moment in the customer lifecycle. This brings up an interesting question: Is it better to survey customers on a regular basis, such as for instance bi-annually, or after an important event or transaction?

NPS 68

NPS Net Promoter Score Actionable Insights Sentiment Analysis 68

Zonka Feedback

OCTOBER 1, 2022

This strengthens the need for product improvement at every touchpoint of the user experience, be it buying your product, using it, requesting and adding a feature to it, or getting customer service or support in case of queries and concerns. Ask Follow-Up Questions. To Eliminate Customer Issues. Know your Competitors.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96