eglobalis

OCTOBER 21, 2024

While time-consuming, the benefits of solving the problem publicly often outweigh the risks of ignoring it. Always demonstrating the final results of customer conversations as a solution also contribute to customer trust in your brand. Should You Delete Negative Comments? The Public Perception of Silence: A Missed Opportunity?

Social Media 497

Social Media Feedback Engagement Company 497

eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. However, Samsung’s influence extends far beyond consumer electronics.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

InMoment XI

MAY 14, 2022

In what ways do your favorite brands help create your personal brand? So, Why Do Customers Choose Their Favorite Brands? This connection between consumer and brand is much deeper and more meaningful than a singular experience; therefore, it has a greater potential impact on long-term loyalty, advocacy, and value.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

InMoment XI

JULY 5, 2022

As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting. How do I understand the overall experience guests are having with my brand? Here’s a short preview of what you’ll find inside.

Guest Experience 370

Guest Experience Brands eBook Multi-Channel 370

InMoment XI

MAY 17, 2024

Maintaining customer loyalty has become increasingly challenging in today’s digital-first environment. In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX) were discussed.

Loyalty 195

Loyalty Brands Net Promoter Score Omni-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. Few brands have paid as much attention to it as it requires.

B2B 367

B2B Brands Innovation Government 367

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Big brands—ones with significant human and financial resources—remain ahead of the game.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

C3Centricity

MAY 12, 2024

Here are twenty ways to get started, together with best-in-class examples, but I’d love to hear how you delight your own customers and turn satisfaction into loyalty. It’s about creating an unforgettable positive experience that fosters loyalty and word-of-mouth promotion. I know I have!

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

ShepHyken

JANUARY 28, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role do loyalty programs play in enhancing customer engagement? How can companies leverage loyalty programs to generate additional revenue? How can technology help create a seamless customer experience within a loyalty program?

Loyalty Programs 85

Loyalty Programs Loyalty Customer Experience Rewards Programs 85

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

InMoment XI

DECEMBER 5, 2024

This is true for financial institutions in general, with almost 90% of consumers using online reviews to make banking decisions. Attracting New Members Member Loyalty Competitive Advantage Crisis Management Credit unions are member-driven financial cooperatives. Stronger customer loyalty due to increased member satisfaction.

Management 195

Management Social Media Financial Banking 195

InMoment XI

NOVEMBER 4, 2024

It’s essential for businesses to understand the FTC’s guidelines and why adhering to them is not only a legal obligation but also a pathway to building sustainable trust and customer loyalty. This ensures that consumers understand the potential bias in such reviews.

Policies 195

Policies Social Media Guidelines Financial 195

CSM Magazine

MARCH 12, 2025

In the world of fast-moving consumer Goods (FMCG), product recalls are an inevitable challenge that brands must confront. The key question is; what can brands do to be better prepared and mitigate the damage of a recall that is a case of when, rather than if? Peter Gillett, CEO of Marketpoint Recall, provides insight.

Loyalty 52

Loyalty Brands Social Media Guidelines 52

Retently

NOVEMBER 27, 2024

Building Customer Loyalty for Retention 6. With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. Falling behind on these trends can make your brand seem outdated. Expanding Revenue Channels 4.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

ECXO

OCTOBER 30, 2024

The film serves as a rich tapestry of themes and symbols that can inform strategies for enhancing customer interactions and fostering loyalty. By prioritizing genuine interactions and valuing customer feedback, businesses can empower consumers to make informed decisions, much like Neo embracing his role as “The One.”

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Optimove

JANUARY 2, 2025

Dont Be Noise: Elevate Customer Loyalty in the Age of Marketing Fatigue In a world where customers are bombarded with choices, loyalty is no longer about sticking with the familiarits about earning trust and staying relevant. How can you ensure your brand stands out in this competitive landscape?

Consumers 76

Consumers Marketing Loyalty Programs Customer Retention 76

C3Centricity

NOVEMBER 12, 2024

Lego sustains relevance and loyalty by embedding customer voices into its product strategy, proving how customer-centric thinking can drive long-term success. Research from Edelman’s 2023 Trust Barometer shows that 88% of consumers expect businesses to lead with integrity, especially during uncertain times. Source: Forbes.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. This erodes trust between the brand and the customer.

Automotive 469

Automotive Loyalty System Return on Investment 469

InMoment XI

OCTOBER 30, 2024

Here are a few key reasons why it’s important for companies to embrace a customer-centric approach: It enhances customer retention and loyalty. Customers who feel valued are more inclined to renew policies and become loyal brand advocates. It gives insurance brands a leg-up on the competition. It enhances operational efficiency.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage.

Leadership 232

Leadership B2B B2C Effort Score 232

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

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Brands must foster inclusion through thoughtful CX strategies. Aligning experiences with these principles fosters loyalty. Its not just their buying power but their values that matter.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be. So why should you care?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

OCTOBER 25, 2024

It allows you to see your overall brand health and current reputation standing. ReviewTrackers ) Reviews and ratings, with a share of 42%, are the most popular way customers interact with brands. It boosts customer trust and loyalty. As a result, customers are more likely to stay loyal to your brand and even advocate for it.

Feedback 195

Feedback Management Social Media ROI 195

ECXO

FEBRUARY 3, 2025

Impact: Negative reviews harm a brands reputation, driving away potential leads before they even reach your sales funnel. Increased Customer Churn Customer loyalty is built on trust, and reactive sales processes often fail to nurture that trust. A damaged relationship that could have turned into long-term loyalty.

Sales 259

Sales Customer Experience e-support Examples 259

InMoment XI

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. 5 Ways to Build Customer Loyalty in Retail.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. It enables you to boost your brand reputation.

Banking 195

Banking Customer Experience Effort Score Financial 195

C3Centricity

FEBRUARY 8, 2025

The true value of insights comes when they bridge the gap between raw data and real-world application, allowing businesses to anticipate consumer needs, optimize operations, and refine strategies. McKinsey reports that companies using customer insights for decision-making are 60% more likely to achieve above-market growth rates!

Innovation 156

Innovation Leadership Customer Insights Report 156

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Let’s dive in! What’s driving this growth?

Ecommerce 144

Ecommerce Retail Social Media Technology 144

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. By leveraging these MarTech solutions or the many others available, businesses can significantly enhance their customer experience, drive engagement, and foster loyalty across diverse markets.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

BlueOcean

APRIL 1, 2025

Brand Voice Consistency Beyond giving correct answers, your AI must speak in your brand’s authentic voice. We may want to define certain key phrases that are very brand-specific when discussing particular topics. We may want to define certain key phrases that are very brand-specific when discussing particular topics.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

rethinkCX

FEBRUARY 17, 2025

Introduction Customer loyalty is the foundation of a successful business. In todays competitive market, understanding the psychology behind customer loyalty can help brands cultivate long-lasting relationships with their audience. Key Psychological Drivers of Customer Loyalty 1.

Loyalty 52

Loyalty Brands Loyalty Programs Rewards Programs 52

InMoment XI

JULY 26, 2024

Brand reputation has become increasingly important in the digital age, one bad review or negative comment can spread like wildfire, potentially tarnishing your brand’s image. These services are essential for maintaining a positive perception of your business in the eyes of consumers.

Brands 195

Brands Management Social Media Competitive Advantage 195

InMoment XI

NOVEMBER 26, 2024

However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. This often stems from poor internal communication, outdated technology, or inefficient processes.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195