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

ECXO

NOVEMBER 19, 2024

With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction. Additionally, the concept of a “chosen one” in the narrative reflects the importance of recognizing and nurturing customer loyalty.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

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. Customer Expectations Are Human-Centric: Trust, empathy and relationships remain central to customer loyalty.

B2B 291

B2B Culture Innovation Loyalty 291

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. Through targeted interventions like improved on boarding or personalized engagement, companies can significantly reduce churn and foster long-term loyalty.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

InMoment XI

AUGUST 3, 2022

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon. How We Got Here. That advice sounds obvious enough, right? Trajectory Takeoff.

Employee Experience 418

Employee Experience Brands Roadmap Culture 418

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

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 83

Brands Loyalty How To Policies 83

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 507

e-support Innovation Customer Centricity Loyalty 507

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. At the same time, B2B customer expectations have risen. Demonstrating the value of CX (e.g.,

Leadership 234

Leadership B2B B2C Effort Score 234

ECXO

JULY 16, 2024

To deliver a better Customer Experience, stop reading this article and go to sleep! Ensuring that employees get sufficient sleep translates to consistent and reliable service, reinforcing customer trust and loyalty. Positive Brand Image: The way employees interact with customers reflects directly on the brand.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

C3Centricity

JANUARY 13, 2021

In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. This post has been amongst the top articles on C3Centricity for many years. Brand Portfolio Secrets to Success (5 Things You Need to Know).

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

InMoment XI

DECEMBER 10, 2024

The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities. It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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

C3Centricity

JANUARY 18, 2020

How do you know when you have too many variants in your brand portfolio? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.” consumer #brand #Marketing Click To Tweet. You can read the full article on this latest work in Neuromarketing. Simple really!

Brands 320

Brands Retail Consumers Innovation 320

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 77

Customer Service Customer Centricity Entertainment Airlines 77

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 74

Customer Service Healthcare Loyalty Video 74

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. Good experience builds loyalty.”

Customer Service 74

Customer Service Loyalty Customer Satisfaction Customer Service Training 74

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 70

Customer Service Loyalty Programs Entertainment Loyalty 70

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 70

Customer Service Loyalty Feedback Contact Center 70

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. The Limitations of Traditional Customer Surveys For decades, companies have relied on periodic surveys like NPS and CSAT to gauge customer satisfaction and loyalty.

Survey 320

Survey Banking NPS Effort Score 320

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 70

Customer Service Self Service Trends B2C 70

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. In the authors words, Personalization wins loyalty.

Loyalty Programs 80

Loyalty Programs Customer Service Customer Journeys Loyalty 80

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 70

Customer Service Loyalty Programs Retail Automotive 70

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 74

Customer Service Ecommerce Self Service Omni-Channel 74

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 70

Customer Service Survey Tips Retail 70

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 80

Customer Service Social Media B2C B2B 80

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 74

Customer Service Self Service Connections Social Media 74

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. Article authored by Ricardo Saltz Gulko. Should you kill NPS?

NPS 453

NPS Feedback Net Promoter Score B2C 453

ECXO

OCTOBER 30, 2024

Leaving aside the part of machines controlling humanity (at least for now…), the illusion of reality is a common topic in psychology, philosophy, and even science (Quantum Physics), which I have briefly explored in past articles (and will for sure discuss again in future ones). This requires a commitment to authenticity.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

ECXO

FEBRUARY 3, 2025

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. Impact: Negative reviews harm a brands reputation, driving away potential leads before they even reach your sales funnel.

Sales 263

Sales Customer Experience e-support Examples 263

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

InMoment XI

DECEMBER 5, 2024

Attracting New Members Member Loyalty Competitive Advantage Crisis Management Credit unions are member-driven financial cooperatives. Member Loyalty Existing members are more likely to remain loyal to a credit union they trust. Credit union reputation management offers a competitive edge by boosting member trust and loyalty.

Management 195

Management Social Media Financial Banking 195

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. Finally, the strategy must remain flexible.

B2B 339

B2B Customer Journeys How To Effort Score 339

ShepHyken

JANUARY 26, 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: We kick this weeks Top Five roundup off with advice from the CXO of one of the most recognizable brands, Verizon.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

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 385

B2B Customer Journeys Customer Experience Chatbots 385

eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Metrics 422

Metrics Customer Success Customer Experience Effort Score 422

eglobalis

JULY 31, 2024

This article delves into the top ten MarTech solutions, that significantly improve CX outcomes. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. As AI evolves, chatbots will become better.”

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428