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. Customer experience is how your customers perceive their interactions with your company.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

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.,

Leadership 235

Leadership B2B B2C Effort Score 235

eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. Furthermore, we examine what turns customers away and analyse practical strategies that differentiate successful organizations from their competitors.

B2B 423

B2B Loyalty Loyalty Programs Innovation 423

eglobalis

APRIL 6, 2025

Yet despite countless articles and frameworks, many companies still struggle to define, deliver, and evolve real value for their business customers. Each article is designed to stand independently while building a coherent narrative when viewed together.

Contact Center 271

Contact Center B2B Competitive Advantage Self Service 271

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. Were at the forefront of a revolution that redefines the very essence of customer relationships. It can when its used the right way.

Customer Service 73

Customer Service Customer Retention Call Center Sales 73

eglobalis

FEBRUARY 3, 2025

Companies like Samsung, Oracle, SAP, and Salesforce, which have adopted AI early on, are reaping significant benefits, from enhanced customer satisfaction to operational efficiency. This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments.

B2B 387

B2B Customer Journeys Customer Experience Chatbots 387

InMoment XI

APRIL 16, 2020

In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical. View Article.

Innovation 365

Innovation Customer Retention Customer Experience Company 365

GetFeedback

JANUARY 28, 2020

In this article we are going to talk about how to use social media to attract and retain customers via 5 proven-to-work strategies.

Social Media 195

Social Media Customer Retention Strategy Customers 195

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. Limited Predictive Power NPS does not consistently correlate with key business outcomes such as revenue growth or customer retention.

NPS 440

NPS Net Promoter Score Effort Score Metrics 440

CSM Magazine

NOVEMBER 12, 2024

It’s well-known that keeping an existing customer is far more cost-effective than acquiring a new one. This understanding has pushed customer retention to the forefront in many businesses today. Yet, while companies have embraced new marketing strategies, retention strategies often lag, with many relying on outdated methods.

Customer Retention 59

Customer Retention Competitive Advantage Analytics Travel 59

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf.

Customer Service 159

Customer Service Customer Retention Loyalty Retail 159

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Here are my top five picks from last week.

Customer Service 156

Customer Service B2C B2B Customer Retention 156

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 119

Customer Retention B2B Customer Journeys Loyalty Programs 119

eglobalis

DECEMBER 4, 2024

Example: Oracles Customer Success Services ensure that enterprise clients achieve measurable outcomes with Oracle Cloud solutions. This human-led initiative strengthens customer retention and drives revenue growth. based B2B professionals.

B2B 419

B2B Culture Government Innovation 419

Help Scout

MAY 12, 2021

That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. What is customer retention and how is it measured? Reduce customer effort.

Customer Retention 117

Customer Retention Effort Score Self Service Measurement 117

InMoment XI

DECEMBER 10, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Identify Your Target Audience You can build the best product with high-quality customer support behind it. References Forbes. Accessed 12/09/2024. Freshworks.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

GetFeedback

JANUARY 31, 2020

Develop surveys that will help you gather insights quickly so you can turn that data into focused action plans that accelerate your retention rates. .

Customer Retention 195

Customer Retention Survey Data Customers 195

Lumoa

OCTOBER 20, 2022

And this requires looking at things from the customer’s perspective, understanding their needs and wants, and going above and beyond to meet them. This article will explore the key components of customer experience and how you can use them to scale your business. Happy Customers Means Higher Lifetime Value.

Customer Experience 286

Customer Experience Banking Customer Retention Customer Satisfaction 286

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. What Are the Different Types of Customer Loyalty? In general, loyal customers are a by-product of excellent customer service.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. It’s about who you are as an organization and who you need to be for your customers to live their best lives. .

Resources 369

Resources Customer Journeys Video Customer Experience 369

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. You can find all of that and more by clicking here and reading my latest point of view article on customer lifetime value.

Social Media 397

Social Media Tips Customers Customer Retention 397

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Brian Solis has a compelling article about this very topic. Here are my top five picks from last week. Think about that!

Customer Service 140

Customer Service Loyalty Programs Social Media Contact Center 140

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. Here are my top five picks from last week.

Customer Service 24

Customer Service Culture Customer Retention Video 24

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 Software Customer Success CRM 106

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.

Metrics 374

Metrics Analysis Feedback NPS 374

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 456

NPS Feedback Net Promoter Score B2C 456

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Want Greater CX Success?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Service 22

Customer Service Customer Retention B2B Study 22

ECXO

JUNE 13, 2023

According to the survey, about 50 percent of organizations that use real-time analytics say they have measured an increase in customer retention, loyalty and revenue growth. Almost 75 percent have increased spending on real-time customer analytics.

Marketing 401

Marketing Analytics Government Survey 401

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. Here is my last week article talking about CX experimentation.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

Help Scout

AUGUST 22, 2023

Improve customer loyalty with this list of 16 customer retention strategies that are backed by academic research and case studies on consumer behavior. Read the full article

Customer Retention 89

Customer Retention Strategy Case Study Study 89

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 424

Metrics Customer Success Customer Experience Effort Score 424

ECXO

MARCH 6, 2025

Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line. Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers. ECXO Insight Article.

B2B 339

B2B Customer Journeys How To Effort Score 339

Lumoa

NOVEMBER 8, 2018

According to the same research, 81% of customers going through a high level of effort are likely to share their bad experience with friends vs. only 1% of those those who went through an effortless experience. Depending on different ways to count your churn rate, it could be either 20%, 200 customers or €20000.

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

eglobalis

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. Will it open new market opportunities?

Feedback 513

Feedback ROI Innovation B2B 513

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

eglobalis

OCTOBER 1, 2024

To truly thrive in today’s business landscape, companies need to foster cross-departmental communication, aligning teams and their objectives toward a unified goal—delivering value to the customer. This article explores ten actionable steps to break down silos and transform your organization into a well-integrated, synchronized entity.

Customer Journeys 446

Customer Journeys Culture Leadership Effort Score 446