Retently

MARCH 17, 2025

Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Product Launch Performance : What were the most common customer questions about the new release? Tracks how customer sentiment, retention, and support efficiency have evolved over time. Yet the real value comes from customer comments.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Retently

MARCH 16, 2022

For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education. What is the role of Customer Success?

Net Promoter Score 159

Net Promoter Score Customer Retention Customer Relationship NPS 159

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. Weeks later, Bakery B attracted more customers, including some from Bakery A. What is NPS?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

OCTOBER 17, 2024

This helps improve descriptions, pictures, product quality and customer experience as a whole. Boosts Customer Retention Satisfied customers are more likely to become loyal customers in the long run. report, increasing customer retention by 5% can result in an improvement of over 25% in profit.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

SurveySensum

JULY 21, 2023

That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. These strategies can help you maximize your business’s potential while keeping those valuable customers right where they belong. That’s why we proudly maintain a remarkable 98% customer retention rate.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

Aquire

SEPTEMBER 30, 2021

Does your business focus more on customer acquisition or customer retention? The most common answer is acquisition but the focus should be on retention. With the right customer retention strategies, you can ensure steady revenue and avoid losing market share to competitors. But first, let’s cover the basics.

Customer Retention 52

Customer Retention Customer Acquisition Start-ups Customer Satisfaction 52

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world.

Education 52

Education NPS Social Media Start-ups 52

SurveySensum

APRIL 28, 2023

And to ensure that you are effectively measuring and improving customer loyalty, NPS is the right metric for it! Many businesses use NPS as a tool to measure and improve customer loyalty. But how effective is NPS in customer service? Does your customer service team NEED to implement NPS surveys?

NPS 52

NPS Customer Loyalty Customer Service Net Promoter Score 52

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. While their recent NPS score of 73.8 How they reached this level of customer engagement .

NPS 52

NPS Education Voice of the Customer Customer Relationship 52

Totango

DECEMBER 28, 2021

Follow up initial training with continuing education opportunities for successful team members. Consider making paid continuing education a perk to help attract top talent. Another way to check-in with customers is by sending periodic satisfaction surveys. Assign mentors to staff members to assist with on-the-job training.

Net Promoter Score 102

Net Promoter Score Education NPS Start-ups 102

Callminer

JULY 15, 2019

Ember Services and CallMiner invite you to an educational webinar on how through analytics you can unlock the value buried in your customer interactions and will also highlight customer examples of success. Join us to find out: Register for 1pm BST Session.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Fonolo

NOVEMBER 14, 2018

Two commonly used measures for customer satisfaction are the Customer Satisfaction Score (CSAT) and the Net Promoter Score (NPS). CSAT measures the customer’s level of satisfaction with a product or service on a scale from 1 (very unsatisfied) to 5 (very satisfied). Twitter: @rolandflyboy. Shai Berger.

Customer Satisfaction 85

Customer Satisfaction Net Promoter Score Social Media Contact Center 85

Experience Investigators

FEBRUARY 1, 2022

Customer experience management means caring about the employees who are designing, delivering and driving customer journeys. It means investing in their education, their feedback cycles, and their wellness. It also means tapping into their ideas around innovation for the customer experience. . It’s literally a win/win.

Customer Experience 136

Customer Experience CXM Net Promoter Score CX 136

Zendesk

MAY 17, 2022

Net Promoter Score® (NPS). CSAT, CES, and NPS are the most commonly used customer satisfaction metrics because they’re straightforward and simple to implement. In short: CSAT measures a customer’s satisfaction with your company, service, or product. NPS data is collected through a survey, too.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Experience Investigators

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

Fonolo

APRIL 16, 2019

I also believe that these interactions are highly under-reported, and are not afforded the weight and importance by management that they deserve, in spite of their indirect effect on a commonly used metric: the Net Promoter Score (NPS). By directly targeting and reducing the number of Detractors, you can increase your NPS.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Zendesk

FEBRUARY 10, 2022

In the Zendesk Customer Experience Trends Report 2022 , over 90 percent of respondents said they’d spend more money with businesses that offer streamlined experiences. And customers who describe a company’s CX as “good” are 37 percent more likely to recommend it to others. Or, say you want to get a pulse on customer loyalty.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

ECXO

JANUARY 30, 2024

For example, if a customer has a positive emotional connection with a brand, they are more likely to overlook minor issues or price increases. They may also be more inclined to recommend the brand to others, further increasing the company’s customer base. This is what the famous NPS attempts to measure.

CX 156

CX Customer Loyalty Education Customer Retention 156

Retently

FEBRUARY 27, 2019

Another means to be taken up is educational content. This is the moment when you need to get rid of sales pitches, look into specific customer needs, and suggest ways to solve their problems using your service/product. Better customer service equals a better customer experience. NPS survey.

Social Media 113

Social Media NPS Start-ups Net Promoter Score 113

SurveySensum

DECEMBER 2, 2024

It’s one of the most trusted platforms across business, marketing, and education—why? Additional features like payment collection and custom URLs make your surveys versatile and professional. It is a robust customer experience solution aimed at helping businesses make sense of NPS , predict churn rates, and get customer feedback.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

Totango

AUGUST 21, 2020

Why Invest in Customer Success? Investing in customer success means investing not just in your customer’s success, but in that of your enterprise. Investing in customer success can: Increase customer retention rates and keep customers engaged. ” Scaling Customer Success.

NPS 78

NPS Sports Hospitality Hospitality 78

Lumoa

FEBRUARY 2, 2023

You can measure customer satisfaction through two metrics. The first is CSAT (Customer Satisfaction Score). The second is NPS (Net Promoter Score). These metrics reveal how your customers feel about your products and services. This leads to making improvements so you can deliver a fantastic customer experience.

Retail 88

Retail Net Promoter Score Customer Experience CX 88

TeamSupport

AUGUST 30, 2019

There are many different tactics that attempt to acquire this information, such as customer reviews and NPS (net promoter score), which may or may not provide an accurate assessment of overall satisfaction. Did you catch them on a bad day when they left an NPS rating?

Net Promoter Score 60

Net Promoter Score Sentiment Analysis NPS Technology 60

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. Before, they tracked NPS without taking any significant action.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

Fonolo

JANUARY 14, 2020

They’re used by some huge companies, so you’ve probably come across their NPS & Customer Satisfaction scoring tools in an email footer or app recently. . Their blog focuses on several topics including start-up culture, sales, and marketing, but they really excel in their posts on customer support, success, and CX. .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Customer Bliss

AUGUST 9, 2018

The video feedback was one of the first steps in reshaping how the customer experience was viewed, but to truly have a catalyst for the CX program and drive culture change, Daniel and Elizabeth decided to create a customer room. Customer Room goals: Educational space for employees. Drive culture change. How is it used?

Customer Experience 70

Customer Experience Net Promoter Score Sports Manufacturing 70

Waypoint Group

SEPTEMBER 2, 2015

The last couple of weeks, my posts on LinkedIn have focused on renewals , NPS and feedback in a business-to-business setting. Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company. IT Support.

Customer Journey Map 60

Customer Journey Map B2B B2C Touchpoint 60

Totango

NOVEMBER 7, 2019

Identifying customers that might churn helps you forecast net revenue and create a plan for new customer acquisition. Signs to look for when learning how to identify at-risk customers include: Low NPS scores: By tracking Net Promoter Scores (NPS), you create an early warning system that will identify potential at-risk customers.

Net Promoter Score 85

Net Promoter Score NPS Customer Acquisition Start-ups 85

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

CSM Practice

JANUARY 13, 2021

The reality is that businesses that continually invest in building strong relationships with their clients find it easier to retain customers and boost their bottom line. According to Bain & Company, a 5% increase in customer retention can deliver as much as a 25% to 95% increase in profits. Renewals Manager. Clarify Roles.

Start-ups 98

Start-ups Touchpoint Education Sales 98

SurveySensum

AUGUST 31, 2023

Let’s journey into the realm of the top 7 SaaS customer satisfaction surveys that empower you in product adoption and SaaS customer retention. By harnessing the power of these surveys, you can create a continuous loop of improvement, aligning your product closely with customer needs, and ensuring long-term success.

Customer Satisfaction 52

Customer Satisfaction Close the Loop NPS Customer Retention 52

VOZIQ

APRIL 14, 2021

Especially in use cases involving customer retention or customer care, think of augmenting human intelligence (of your front-line reps) with AI because some sets of customer problems are still not ready to be addressed by machines alone. AI goals should be based on a deep understanding of business-user needs.

ML 52

ML AI Machine Learning Artificial Intelligence 52

Intercom

APRIL 13, 2022

We surveyed almost 300 support leaders across a range of industries including software, finance, retail, and education to discover the key trends emerging in the customer support space. The data is revealing: businesses are investing more in measuring the impact of their customer service. And that investment is paying dividends.

Customer Service 59

Customer Service Net Promoter Score NPS Start-ups 59

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

ClearAction

DECEMBER 5, 2023

Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and Customer Retention costs (Customer Health Score), which lead to Margin Expansion. Nobody knows what a mis-step is until you educate them through CX insights.

CX 62

CX Non-Profits Data Mining Start-ups 62