eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. In this article, well explore the differences between reactive and proactive sales, show how bad sales experiences drive customers away, and give concrete steps to build a process that creates loyal, happy customers.

Sales 266

Sales Customer Experience E-commerce Start-ups 266

ECXO

AUGUST 19, 2024

Research shows that companies leveraging advanced experimentation techniques see significant enhancements in performance metrics, such as a 20% increase in customer satisfaction and higher sales conversion rates. Continual refinement ensures that customer needs are met more efficiently, leading to increased loyalty and satisfaction.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind.

Customer Experience 494

Customer Experience Innovation CX Omnichannel 494

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

CX 238

CX CX Transformation B2B B2C 238

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

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Hodusoft

NOVEMBER 27, 2024

Building Customer Loyalty: Insights and Best Practices for Transforming Your Business For every business, customer loyalty matters a lot. That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

ECXO

AUGUST 12, 2024

This article explores the intricate connection between digital product design, adoption rates, and customer satisfaction, offering essential insights and strategies for tech companies aiming to strengthen their market presence and boost user engagement. Simplicity often translates to higher engagement and satisfaction.

CX 395

CX E-commerce Legal B2C 395

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

C3Centricity

MAY 30, 2023

If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies.

Customer Loyalty 118

Customer Loyalty AI Touchpoint Customer Satisfaction 118

Aquire

DECEMBER 16, 2021

Customer loyalty taps into who we are — a central part of our humanity is our desire to build connections, after all. Customers want to be able to trust brands and feel comfortable in doing business with them. And companies themselves simply wouldn’t exist without loyal customers helping them grow and thrive.

Customer Loyalty 98

Customer Loyalty Social Media Omnichannel Customer Journey Map 98

ECXO

JULY 26, 2023

Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. This level of personalisation increases customer satisfaction, loyalty and advocacy = sustained growth. That’s a lot to think about for now.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

ECXO

APRIL 10, 2024

This concept can be applied to customer experience as well. When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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

Experience Investigators

AUGUST 20, 2024

Can sending an invoice actually enhance your customer relationship? Hear how to transform routine tasks into positive touchpoints and memorable experiences. By focusing on the tone and approach, Jeannie explains how you can turn necessary yet often neglected or negative interactions into opportunities for reinforcing customer loyalty.

Touchpoint 72

Touchpoint Invoicing Customer Loyalty Customer Satisfaction 72

Retently

JULY 8, 2024

You’ve probably heard the saying, “Happy customers are the best marketing.” Well, Net Promoter Score (NPS) helps you get a handle on how your customers feel about your business. It’s a simple yet powerful tool that helps you measure customer loyalty and satisfaction. Why is it Important?

Touchpoint 78

Touchpoint NPS Net Promoter Score Actionable Insights 78

Aquire

JULY 26, 2021

You need a mix of marketing strategies and innovative customer loyalty programs if you want to satisfy customers, increase customer engagement, and boost conversions. In recent years, customer loyalty programs have changed drastically, going digital, getting more effective, and offering unique experiences.

Customer Loyalty 98

Customer Loyalty Social Media Artificial Intelligence Innovation 98

Return Customer

JULY 24, 2019

In this day and age, where cut-throat competition is rife, brand loyalty is as elusive as a dream. From expeditious customer service and product quality to brand values and convenience, there are a host of factors that influence customer satisfaction. With great User Experience (UX) comes great loyalty.

Customer Loyalty 90

Customer Loyalty Sales Artificial Intelligence Customer Retention 90

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase. So, stick to them. .

Customer Satisfaction 69

Customer Satisfaction Touchpoint NPS Customer Loyalty 69

SurveySensum

APRIL 11, 2025

Key Driver Analysis (KDA) is a technique that helps you identify and evaluate all the factors that have the biggest impact (can be positive or negative) on your outcome variable like customer satisfaction , loyalty, or brand perception. Then, analyze customer feedback with text analytics to find recurring themes.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

ECXO

AUGUST 21, 2024

Creating Value and Building Relationships Just as gold is valuable and sought after, a successful customer experience organization creates value in every interaction. They build strong, trust-based relationships with their customers, ensuring that each touchpoint is meaningful and contributes to customer loyalty and satisfaction.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Intercom, Inc.

JULY 12, 2022

Omnichannel support is intentionally integrated, retaining important customer data and ensuring a consistent customer experience across various channels and touchpoints. . Multichannel support refers to a customer service model that employs more than two different support channels. Increased customer loyalty.

Omnichannel 118

Omnichannel Touchpoint Social Media Customer Loyalty 118

Shep Hyken

AUGUST 27, 2021

He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business. Customer experience leads to customer satisfaction .

Customer Experience 136

Customer Experience Finance Touchpoint Customer Satisfaction 136

Retently

MARCH 17, 2025

Heres how they break down: Weekly Reports The Whats Happening Now Report Covers the latest ticket trends, response times, customer complaints, and quick wins. Helps teams react fast to emerging issues in different CX touchpoints (e.g., Tracks customer pain points in real-time. Yet the real value comes from customer comments.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Customer Satisfaction 59

Customer Satisfaction Net Promoter Score NPS Customer Loyalty 59

ECXO

FEBRUARY 26, 2024

In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty. The art of influencing customers’ buying behavior is a fascinating field that combines marketing, psychology, and human behavior.

E-commerce 345

E-commerce Social Media Sales CX 345

SurveySensum

AUGUST 19, 2024

This is one of the customer touchpoint examples where the brand engaged with Mike to remind and or understand why he abandoned the cart. This interaction at this touchpoint in Mike’s customer journey prompted him to become a customer from just a mere visitor. What are Customer Touchpoints?

Touchpoint 52

Touchpoint Social Media Invoicing Text Analytics 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. In banking, it is crucial to gauge customer satisfaction and loyalty. And this is where NPS comes into play.

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. CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. What is CustomerGauge?

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

FEBRUARY 13, 2025

How can you convert these unhappy customers into brand advocates or encourage your promoters to do positive word of mouth and bring referrals? How can you increase your customer base, revenue, and customer loyalty ? Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. The reason?

CX 156

CX Net Promoter Score Innovation Touchpoint 156

Zendesk

DECEMBER 7, 2021

Let’s start with the basics: What is a customer touchpoint? To put it simply, a customer touchpoint is any time a consumer interacts with your brand, whether that’s through an employee, a website, an advertisement, or an app. And the experiences consumers have with those touchpoints can shape how they view your company.

Touchpoint 52

Touchpoint Customer Journey Map Legal Retail 52

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 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

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. Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase. So, stick to them. .

Customer Satisfaction 52

Customer Satisfaction Touchpoint NPS Customer Loyalty 52