eglobalis

SEPTEMBER 5, 2024

Service/Product Adoption Rate Tracks the percentage of customers actively using key features or the product overall. How it complements CX : Successful adoption depends on effective onboarding and usability, illuminated by CX metrics through customer feedback.

Net Promoter Score 429

Net Promoter Score CX NPS VOC 429

ECXO

DECEMBER 4, 2024

Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. Customer Engagement 1.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

eglobalis

JUNE 27, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 460

Customer Experience Net Promoter Score VOC Government 460

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

CX 450

CX Finance Customer Journey Map Innovation 450

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 434

Customer Experience Social Media Predictive Analytics AI 434

ECXO

JULY 29, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. Conduct comprehensive research to understand the full scope of the customer journey.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

SurveySensum

OCTOBER 17, 2024

73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! This is where customer feedback analytics solutions come in. It helps you decode the true potential of customer data and open up new growth avenues.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

ECXO

MARCH 15, 2024

The world of customer experience is like a dance floor, always in motion and evolving. The seventh and final sin is not measuring customer satisfaction as well as other KPIs that reflect the customer’s health and life with the brand, along not having a VoC program means missing out on valuable insights.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. Enhance training programs for your service team based on real feedback.

CRM 52

CRM Customer Feedback Touchpoint NPS 52

Fonolo

SEPTEMBER 7, 2017

And as you know, a happy customer is the result of having positive experiences with your business, which leads to increased customer satisfaction and ultimately revenue generation. While CSat tells you how happy customers are, NPS measures customer loyalty, and CES helps you understand where grievances lie.

Customer Satisfaction 111

Customer Satisfaction Net Promoter Score Contact Center NPS 111

eglobalis

SEPTEMBER 16, 2024

At a local level , customer-centricity may involve empowering regional teams to make quick decisions to resolve customer issues. Globally , it involves setting consistent KPIs and guidelines for measuring customer satisfaction and ensuring every region aligns with the company’s overall CX vision.

B2B 382

B2B Customer Experience Touchpoint B2C 382

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 106

Customer Retention CRM Customer Relationship Management Customer Loyalty 106

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. on a scale from 0 to 10) " after each customer purchase or interaction. So, what is the right way to collect customer feedback ? Customer experience is more like an iceberg. One more time, why should you collect text feedback rather than scores?

Customer Feedback 111

Customer Feedback Net Promoter Score NPS VOC 111

Aquire

NOVEMBER 11, 2021

Every business covets customer satisfaction — after all, they want to know their customers are happy with them. Some customers swear by your brand, some are indifferent, and others want nothing more than to yell at you (and even spread their disapproval across their network). What is customer satisfaction?

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score NPS Manufacturing 98

eglobalis

AUGUST 13, 2024

This financial strength allows Apple to invest in new technologies, enhance its product offerings, and maintain a high level of customer satisfaction. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. All data are publicly available.

CX 512

CX Innovation Manufacturing Technology 512

ECXO

APRIL 18, 2024

Despite the daily struggles, Jose remained steadfast in his pursuit of customer satisfaction. The product development team, once indifferent to customer feedback, started to pay more attention to it. They sought Jose’s help in understanding customer pain points and used that insight to improve their products.

Customer Experience 314

Customer Experience Start-ups Customer Feedback Sales 314

Taylor Reach Group

NOVEMBER 18, 2019

In fact, we have seen situations where internal quality results had negative correlations with customer satisfaction and by extension customer retention! If high customer satisfaction and retention is part of the center mandate, then it is a ‘best practice’ to include customers’ feedback and input as part of the process.

Customer Satisfaction 18

Customer Satisfaction Contact Center Scorecard Compliance 18

Retently

MARCH 17, 2025

Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Identifies patterns & recurring pain points in customer feedback. Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Whats in it for you?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Zendesk

MAY 17, 2022

While this means more work for your support agents, it also means there are more opportunities for you to expand and retain your customer base. Regardless of industry, customer satisfaction score (CSAT) is one of the most popular metrics for gauging how consumers feel about the customer experience (CX).

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. The process involves customer research, design thinking, and user testing to develop products and services that fit seamlessly with the customer journey.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Retently

MARCH 11, 2025

That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. 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 115

CX Customer Experience Net Promoter Score NPS 115

Zendesk

APRIL 5, 2022

It’s now more important than ever for support teams to track customer retention metrics. You want to ensure you’re putting your best customer service foot forward so buyers continue doing business with you. We surveyed top SaaS support teams to identify the most important customer retention metrics to measure.

Customer Retention 98

Customer Retention Net Promoter Score NPS Retail 98

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Customer Feedback 92

Customer Feedback Net Promoter Score Customer Satisfaction NPS 92

Zendesk

MARCH 31, 2021

Customer feedback is an important part of any business relationship. That’s why collecting customer feedback should be central to any customer experience (CX) operation. What is customer feedback? Why is customer feedback important? Types of customer feedback.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Incorporate customer feedback.

Customer Retention 90

Customer Retention Customer Journey Map Net Promoter Score Scorecard 90

Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. Because it’s one of the best ways to increase customer satisfaction and trust in your brand.

Voice of the Customer 87

Voice of the Customer Customer Feedback CEM Net Promoter Score 87

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

Intercom, Inc.

MARCH 16, 2021

But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. This is costly not just for your team’s bandwidth and budget – but also for your customers’ satisfaction and overall perception of your brand. Create a customer feedback loop.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Retently

MAY 31, 2024

By nurturing the Customer Success department early, you set your company up to grow and adapt to your customers’ needs. A strong Customer Success team optimizes your company for listening, learning, and empathizing with your customers. A smooth onboarding process sets the tone for a positive customer experience.

Net Promoter Score 142

Net Promoter Score Engineering Customer Retention Customer Feedback 142

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.

Customer Feedback 78

Customer Feedback Text Analytics Hospitality Hospitality 78

SurveySensum

JULY 25, 2019

Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience. Closing the loop with customer feedback doesn’t need to be difficult at all. . Listen to the customers constantly. Integrate feedback with CRM, Point of Sale, In-App, and Website. Affordable.

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score NPS Close the Loop Customer Satisfaction 133

PeopleMetrics

JANUARY 18, 2022

Customer satisfaction has always been a make-or-break consideration for businesses. Learning from your customers’ experiences gives you direct insight into what you’re doing well and where you can improve to drive more revenue, acquisition, and retention. What is customer satisfaction software?

Customer Satisfaction 62

Customer Satisfaction Pharmaceutical Net Promoter Score Customer Feedback 62

SurveySensum

OCTOBER 28, 2024

Customer Satisfaction (CSAT) Score While NPS tells you if customers will recommend you, CSAT shows you how satisfied they are with specific interactions. Keep an eye on these scores together to get a complete view of the customer journey. Customer Lifetime Value (CLV) High promoters typically spend more over time.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

SurveySensum

DECEMBER 27, 2024

Acquiring new customers is essential for growth, but retaining your existing ones is not only more cost-effective – its a proven way to boost profits. In fact, by increasing the customer retention rate by 5% , businesses find that they can grow their profits anywhere between 25-95%.

Technology 52

Technology Technology Artificial Intelligence CX 52