InMoment XI

APRIL 18, 2022

With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? Check out these must read articles below! Read Article. Employee Engagement: Does the Defense’s Case Still Hold Water?

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

C3Centricity

NOVEMBER 26, 2024

Many brands today claim to be consumer-first or consumer-led. In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

InMoment XI

OCTOBER 18, 2022

A great deal of customers and the brands that serve them are facing unprecedented uncertainties; understanding them is key to organizational success, delivering Experience Improvement (XI), and ensuring that your customer experience (CX) program is operating optimally. All of these obstacles affect both customers and brands to some extent.

Brands 397

Brands Transportation Wait Times Course 397

ECXO

JULY 16, 2024

To deliver a better Customer Experience, stop reading this article and go to sleep! Positive Brand Image: The way employees interact with customers reflects directly on the brand. A team that is energetic, enthusiastic, and genuinely interested in customer satisfaction enhances the brand’s image.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

eglobalis

DECEMBER 17, 2024

This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success. Moreover, dynamic content personalization allows brands to customize marketing campaigns, emails, and product recommendations, ensuring that every touchpoint aligns with the individuals journey.

Net Promoter Score 342

Net Promoter Score Effort Score B2B NPS 342

InMoment XI

MARCH 21, 2022

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. And to save you some time, we’ve taken those and compiled them into this quick article. Additionally, brands have not figured out how to tap into 85% of data—the unstructured kind—so they miss out on the bigger picture.

Brands 397

Brands Roadmap Strategy Social Media 397

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Business customers care about what your brand stands for. Brand purpose should be the driving force behind everything you do. The reward for purpose-driven brands?

B2B 367

B2B Brands Innovation Government 367

eglobalis

OCTOBER 21, 2024

This article explores the pros and cons of responding to negative posts, evaluates the effectiveness of following best practices from leading organizations such as BCG, McKinsey, and Accenture, and provides an analytical framework for deciding when engagement is worth the time and resources. Should You Delete Negative Comments?

Social Media 502

Social Media Feedback Engagement Company 502

eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. This article provides a comprehensive evaluation of AI-driven tools like Salesforces, offering global examples and practical lessons for businesses seeking to elevate service excellence.

Customer Experience 413

Customer Experience Marketing Chatbots e-support 413

ECXO

NOVEMBER 19, 2024

Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers. When customers feel valued and understood, they become loyal advocates for a brand, much like the way Jedi loyalists stand by the Force.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? These tools are essential for understanding how your customers are talking about your brand.

Brands 284

Brands Management Multi-Channel Social Media 284

eglobalis

OCTOBER 14, 2024

This article will analyse whether the traditional pillars of CX education remain relevant, explore new learning methods, and explain why personalized, tool-driven learning is the future of CX education. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand.

Customer Experience 450

Customer Experience Customer Journeys Case Study Innovation 450

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.”

Customer Service 79

Customer Service Social Media B2B Chatbots 79

eglobalis

FEBRUARY 24, 2025

This article addresses and counters the unfounded predictions by some that customer experience will disappear by 2030, made by individuals more focused on garnering attention than on providing quality content on Linkedin. Example: IBM combines Watson AI insights with its global consulting teams to deliver tailored solutions.

B2B 292

B2B Culture Innovation Loyalty 292

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We open this week’s Top Five Roundup with a fun article about using fun as a customer strategy. Unfortunately, very few brands have.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

The DiJulius Group

MARCH 23, 2025

The Customer Revolt / Two CX Legendary Brands Struggling / In Search of Greatness / Undercover Customer A weakening economy exposes companies with lousy customer service What do the following companies have in common: TGI Fridays, Red Lobster, JOANN Fabric, Spirit Airlines, Big Lots, Hooters, and Forever 21?

Brands 92

Brands Airlines Groups Customers 92

ShepHyken

NOVEMBER 26, 2024

This made me realize that many slogans are, in effect, brand promises that suggest the experience the company or brand wants its customers to have. Ultimately, it’s your relentless effort to fulfill that promise that defines your brand in the eyes of those you serve. Once you get a good one, stay with it.

Brands 82

Brands Loyalty How To Policies 82

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This weeks Top Five roundup begins with an article about AI responding to customer reviews. For the business, its simple.

Customer Service 73

Customer Service Healthcare Loyalty Video 73

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article provides a comprehensive overview of Medallia’s contributions to the CX landscape, particularly in the area of CX measurement.

Customer Service 69

Customer Service Loyalty Feedback Contact Center 69

ShepHyken

FEBRUARY 23, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. B2B Customer Service: 5 Proven Strategies to Drive Success by Foundever (Foundever) What sets leading B2B (business-to-business) brands apart?

Customer Service 79

Customer Service Social Media B2C B2B 79

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. In this article, the focus on creating a better EX is by using technology. The topic of this very robust article is on the “Stay Interview.”

Customer Service 69

Customer Service Loyalty Programs Entertainment Loyalty 69

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Its about fostering a community of advocates who believe in your brand as much as you do. Here are my top five picks from last week.

Customer Service 73

Customer Service Customer Retention Call Center Sales 73

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Demonstrating the value of CX (e.g., If you enjoyed this read, connect with me on LinkedIn !

Leadership 235

Leadership B2B B2C Effort Score 235

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve. Samsung is renowned for its flexibility in integration.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

ECXO

OCTOBER 27, 2024

In this article, I’ll explore how Customer Success metrics are driving the subscription economy forward and how businesses can leverage these tools to create lasting value. These metrics help businesses to fine-tune their strategies, ensuring they meet the needs of their subscribers while sustaining growth.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. As the title implies, this article focuses on how great customer service can make a sale. Find out in this article. Thats a lot of returns!

Customer Service 73

Customer Service Ecommerce Self Service Omni-Channel 73

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Anytime I can learn from the leader of a brand that has a stellar reputation for its CX, I jump at the chance. The answer is simple.

Customer Service 73

Customer Service Loyalty Customer Satisfaction Customer Service Training 73

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The one-sentence summary of this article is that a major determinant of a customer’s “happiness level” with a company or brand is staff friendliness.

Customer Service 69

Customer Service Survey Tips Retail 69

ShepHyken

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Thank you for letting us be a part of your 2024and well see you next year for a brand-new season! According to this article, 16.5%

Customer Service 69

Customer Service Loyalty Programs Retail Automotive 69

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This excellent article/interview will give you even more insight into the importance and power of integrating the two.

Customer Service 73

Customer Service Self Service Connections Social Media 73

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. We kick off this weeks Top Five with an article about loving on your customers. Here are my top five picks from last week. Let me count the ways!

Loyalty Programs 79

Loyalty Programs Customer Service Customer Journeys Loyalty 79

ShepHyken

JANUARY 7, 2025

In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Some people have told me they love the cartoons and dont read the articles. Make the Complicated Simple : The quote I used in the opening paragraph of this article sums up the point. Here are the five best from each category.

Retail 79

Retail Video Customer Confidence Culture 79

ShepHyken

APRIL 6, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Were in April, and there are still articles about top trends for 2025. Here are my top five picks from last week.

Customer Service 62

Customer Service Self Service Trends B2C 62

ECXO

NOVEMBER 26, 2024

Unicorns Dependency in CX – Here Is How You Avoid This “Trap” If you’re plugged into the business world, you’ve likely heard the term “unicorn” tossed around in meetings, LinkedIn posts, or business articles. Augmented Reality (AR) in Customer Service Brands are beginning to use AR to enhance customer interactions.

Self Service 334

Self Service Training Culture Analytics 334

eglobalis

FEBRUARY 3, 2025

This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments. Your company can use sentiment analysis to monitor social media, reviews, and customer feedback, enabling you to address concerns and improve brand perception.

B2B 387

B2B Customer Journeys Customer Experience Chatbots 387

ShepHyken

DECEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This is an excellent article that breaks down reasons why it’s important, different types of journey maps you should consider, and much more.

Customer Journeys 76

Customer Journeys Customer Service Trends Social Media 76

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Go back and read the first sentence of this very short description, and then read the article. Here are my top five picks from last week.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62