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.

Leadership 232

Leadership B2B B2C Effort Score 232

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

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. Introduction We’re not here to drive the final nail into the coffin of NPS.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

InMoment XI

DECEMBER 10, 2024

But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? With the right strategies and tools, you can prevent customers from taking their business elsewhere. The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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.

B2B 339

B2B Customer Journeys How To Effort Score 339

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 exploring these aspects, we aim to understand why Samsung leads in design, why Apple enjoys unparalleled brand loyalty, and the challenges both companies face in the future.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

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 381

B2B Customer Journeys Customer Experience Chatbots 381

GetFeedback

NOVEMBER 19, 2018

How the customer loyalty loop and customer feedback via surveys will help you create a customer journey map that'll boost customer retention.

Loyalty 195

Loyalty Customer Journeys Customer Retention Survey 195

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. No number, or responses provides any diagnostics on its own.

NPS 450

NPS Feedback Net Promoter Score B2C 450

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management.

Survey 312

Survey Banking NPS Effort Score 312

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

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 419

Metrics Customer Success Customer Experience Effort Score 419

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. There’s a big difference.

Customer Service 156

Customer Service B2C B2B Customer Retention 156

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

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. A Good Customer Experience Builds Customer Advocacy.

Customer Experience 286

Customer Experience Banking Customer Retention Customer Satisfaction 286

Lumoa

NOVEMBER 8, 2018

These metrics help you in understanding how loyal or satisfied your customers areThe most popular customer experience metrics include Net Promoter Score, Customer Satisfaction and Customer Effort Score. Loyalty is about whether a company can deliver - does it meet/exceed expectations? The answer is no.

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

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. Those companies are using real-time marketing.

Marketing 401

Marketing Analytics Government Survey 401

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

DECEMBER 4, 2024

CX as a Discipline Drives Competitive Advantage In B2B industries, CX is a differentiator that creates loyalty and drives business outcomes. Example: Oracles Customer Success Services ensure that enterprise clients achieve measurable outcomes with Oracle Cloud solutions. based B2B professionals.

B2B 414

B2B Culture Government Innovation 414

GetFeedback

NOVEMBER 19, 2018

How the customer loyalty loop and customer feedback via surveys will help you create a customer journey map that'll boost customer retention.

Loyalty 150

Loyalty Customer Journeys Customer Retention Survey 150

eglobalis

JUNE 27, 2024

Feedback and complaint management tools are essential for promptly addressing customer issues. Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 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.

Metrics 374

Metrics Analysis Feedback NPS 374

GetFeedback

JUNE 11, 2019

According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences. But this does not need to be done on an individual level with each customer. Brand loyalty is driven by emotional connections.

Study 170

Study Loyalty Connections Loyalty Programs 170

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

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.

Customer Service 140

Customer Service Loyalty Programs Social Media Contact Center 140

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty.

Call Center 130

Call Center Measurement Self Service How To 130

Experience Investigators by 360Connext

FEBRUARY 1, 2022

After all, if you sell a product or service and customers buy that product or service, they are having an experience. It most likely isn’t designed to build trust and loyalty throughout their journey. Technically, you can ignore all of that and you STILL provide customer experiences. Article] Want Greater CX Success?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

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

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. From acquiring new customers to keeping the ones you already have, every step matters when it comes to scaling your online shop. Expanding Revenue Channels 4. trillion by 2027 ?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

ECXO

JUNE 15, 2021

SHARE ARTICLE. Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? It’s a companywide mindset and strategy that’s based on putting your customer first, and at the core of your business.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

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

ECXO

JULY 29, 2024

Feedback and Complaint Management Tools : Essential for promptly addressing customer issues. Companies like Help Scout, Zoho Desk, and HappyFox use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

CSM Magazine

FEBRUARY 6, 2025

Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers. Why Personalized Merchandise Matters for Customer Loyalty Adds a Personal Touch Personalized merchandise resonates on an emotional level.

Loyalty 52

Loyalty Loyalty Programs Social Media Brands 52

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

ShepHyken

JULY 26, 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. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Consider the opening stats.

Customer Service 108

Customer Service Contact Center Customer Retention Poor Customer Service 108

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 440

Customer Journeys Culture Leadership Effort Score 440