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. Designed on DALL-E or MidJourney; all rights reserved to ECXOorg.

e-support 445

e-support Innovation Customer Centricity Loyalty 445

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. Customers expect (and deserve!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

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. They are also actively seeking out companies that share their sense of purpose and values. Business customers care about what your brand stands for. The reward for purpose-driven brands?

B2B 367

B2B Brands Innovation Government 367

InMoment XI

OCTOBER 29, 2024

In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge. What Is Customer Loyalty?

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

eglobalis

NOVEMBER 3, 2024

While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies. This process begins with an introspective analysis to uncover the core values, strengths, and distinct qualities that define the company.

B2B 442

B2B Culture Innovation Loyalty 442

InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. Voice of Customer analysis is a useful system for accomplishing this goal.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

C3Centricity

AUGUST 20, 2024

As we all know, customer satisfaction is no longer enough to secure brand loyalty – if it ever was! Companies must strive to go beyond mere satisfaction and aim to delight their customers. This indicates that satisfaction alone does not guarantee loyalty. Trader Joe’s also uses NPS to understand customer loyalty.

Loyalty 156

Loyalty Measurement Brands Net Promoter Score 156

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . Expert #2: : Jess Gill, Chief Customer Officer at Craveable Brands (Oporto, Chicken Treat, Red Rooster).

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

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

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Great customer experiences foster loyalty. Great customer experiences help your brand achieve differentiation. What are Some B2B Customer Experience Examples?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

SEPTEMBER 21, 2021

None of this is to say that metrics aren’t important, but companies should remember that they can only reveal so much about why customers may be experiencing an issue or even why they remain loyal to the brand. So, how can companies compensate for this lack of context? And it goes hand in hand with customer loyalty.

Customer relationships 433

Customer relationships Customer Experience Net Promoter Score Effort Score 433

Lumoa

FEBRUARY 9, 2023

At the same time, it is also what most companies are missing. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Brand experience is a very close concept to customer experience, except the latter, refers to how customers reflect on your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

APRIL 6, 2022

Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. Once they recognize a problem, they can begin looking for solutions, which should hopefully lead them to your company. Wondering how to get started? Consideration.

Customer Journeys 387

Customer Journeys Touchpoint Customers Loyalty 387

InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. What’s the Score for Insurance Brands?

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

C3Centricity

MAY 12, 2024

Today, most markets are saturated, and companies are fighting for the same customers. With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience. I know I have!

Loyalty 174

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 174

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? How can brands stand out?

Customer Experience Design 363

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 363

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. Investing in experience design is essential for any company looking to drive customer-led growth. It’s the foundation for building brand loyalty, adoption and providing customers with an unforgettable, consistent experience.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

ECXO

NOVEMBER 17, 2024

Companies such as Apple, Salesforce, and Adobe have demonstrated the power of creating emotionally engaging experiences that make adoption seamless and enjoyable. At Samsung and other companies, I successfully executed transformation plans by leveraging emotional design.

B2B 390

B2B Loyalty Connections Technology 390

eglobalis

NOVEMBER 5, 2024

Why I Admire Brian’s Work Throughout my career, I’ve been deeply involved at the intersection of technology, design, innovation and customer experience, guiding high-tech companies toward improvement and transformation. Solis redefined CX as more than a trend, positioning it as central to brand strategy.

Leadership 391

Leadership Innovation Social Media Trends 391

ECXO

JULY 1, 2024

Brands that can grasp these deeper psychological concepts will forge incredible bonds with their customers, creating loyalty and advocacy that goes way beyond just a purchase. For instance, recognizing archetypes in branding can create powerful and relatable narratives that captivate audiences.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

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. Should you kill NPS?

NPS 373

NPS Feedback Net Promoter Score B2C 373

C3Centricity

NOVEMBER 26, 2024

Many brands today claim to be consumer-first or consumer-led. This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely. Radical Consumer Centricity changes that.

Competitive Advantage 212

Competitive Advantage Consumers Banking Loyalty 212

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 88

Brands Loyalty How To Policies 88

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. With a unified view, companies can understand customer journeys better, predict future behaviours, and tailor interactions to individual needs, significantly enhancing the overall customer experience.

Customer Experience 328

Customer Experience Social Media Analytics Chatbots 328

ECXO

OCTOBER 7, 2024

Your role as a CX leader is to pioneer a culture that places the customer at the heart of every decision, turning transactions into moments of delight that build unwavering loyalty. Your work creates ripples that extend into communities, influencing how individuals interact with and perceive the brands they choose to engage with.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success.

Metrics 322

Metrics Customer Success Customer Experience Effort Score 322

eglobalis

DECEMBER 17, 2024

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. As Eglobalis previously highlighted predating Forrester’s 2025 predictions companies reliant on NPS risk mediocrity by clinging to outdated measurements.

Net Promoter Score 221

Net Promoter Score Effort Score B2B NPS 221

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. During challenging times, customers appreciate brands that provide assistance and support when needed.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! This builds trust and loyalty, leading to higher satisfaction and retention.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ECXO

OCTOBER 27, 2024

In this recurring revenue model, the success of a company isn’t just about acquiring new customers; it’s about ensuring long-term customer engagement, satisfaction, and retention. 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

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Companies like Oracle, SAP, Amazon, Samsung, and NTT use VOC to refine their products and services.

Strategy 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

Comm100

FEBRUARY 19, 2021

Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting yet far-reaching flurry of complaints. . Consumers everywhere are facing challenges every day, and they expect their brands to understand and empathize with this. One such study by S.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

C3Centricity

SEPTEMBER 17, 2024

CPG leaders (Consumer Goods Companies) understand that delivering exceptional consumer experiences is crucial for distinguishing their brands. This strategy is particularly vital for CPG companies given the direct impact on consumer choices and brand loyalty. times faster than industry peers.

Loyalty 156

Loyalty Strategy Social Media Analytics 156

InMoment XI

SEPTEMBER 14, 2023

This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 195

Brands Management Social Media Effort Score 195