ECXO

OCTOBER 27, 2024

Net Revenue Retention (NRR): Expanding Growth from Within Net Revenue Retention (NRR) goes beyond simply retaining customers; it tracks how much revenue is retained and expanded within the existing customer base. Additionally, CS metrics can sometimes lead to a reactive rather than proactive approach.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

ECXO

MARCH 6, 2025

Leadership must establish a clear vision for what great customer experience looks like for the organization and articulate why it matters for the companys future. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

BirdEye

MARCH 27, 2025

When a crisis hits, how a brand responds can make or break its reputation, influencing customer trust, market value, and long-term success. Every brand must be prepared to navigate unexpected challenges, from global giants to emerging startups, with a well-planned approach. This is where brand crisis management comes into play.

Examples 52

Examples Brands Management Airlines 52

InMoment XI

NOVEMBER 26, 2024

Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization. What is Customer Journey Mapping? Each is tailored to specific goals and stages of the customer experience.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

MARCH 26, 2024

Learning how to ask for a review can do wonders for your brand. Reviews are also an important source of valuable feedback about your products, services, and overall customer experience. Reviews support your brand reputation management strategy. Learning how to request a review is a great way to perform customer outreach.

Examples 195

Examples Brands Strategy How To 195

QuestionPro Audience

MAY 2, 2018

Brands are learning that partner marketing is a smart way to broaden your audience and drive growth and sales. Partner marketing, which is creating mutually beneficial relationships between your brand and other businesses, is a fast-growing sector in the marketing world. Do your brands have shared values? SABRA/TOSTITOS + LYFT.

Brands 236

Brands Marketing Consumers Sales 236

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand. For example, do you know how much it costs for each customer service request? Those are expenses to consider.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously. This allows your brand to keep up with customer expectations 24/7.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

CSM Magazine

JANUARY 6, 2025

Empathy is more than a theorymany companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions.

Examples 52

Examples Case Study Study Training 52

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

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. A classic example comes from Amazon.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. Launching a customer experience program – What do you hope to achieve?

Brands 246

Brands Customer Experience Customer Journeys Net Promoter Score 246

ECXO

DECEMBER 25, 2024

Heres why this is crucial for sustainable growth: Informed decision-making: Insights gathered from customers can drive innovation, identify opportunities, and uncover inefficiencies. Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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 504

e-support Innovation Customer Centricity Loyalty 504

InMoment XI

JUNE 28, 2022

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. There’s More Where That Came From!

Financial 221

Financial Brands Customer Experience eBook 221

Experience Investigators by 360Connext

DECEMBER 1, 2020

Real-World Examples Of Journey Mapping Use Cases (& the Wins They Deliver): Find Out What’s Happening TODAY with Current State Mapping. Your customers don’t follow your process maps. It was easy to fix and those customers immediately engaged more with the communications they did receive.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Michelli Experience

APRIL 11, 2017

Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g. wanting not to have their favorite places overrun with new customers). Assure existing customers that you have a long-term commitment to their personal care.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

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. To capitalize on those behaviors, you need to be able to perform customer behavior analysis. Predictive analytics allows you to anticipate customer needs and take proactive steps.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale. What is voice of the customer?

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

InMoment XI

FEBRUARY 3, 2025

CI technology enables real-time insights into customers not just as a whole but also divided into locations. With clearer insights into how users in each specific location are responding, brands can target them with ever more personalized marketing.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

JANUARY 9, 2024

B2B customers are more likely to continue doing business with a company that consistently delivers value, meets their expectations, and provides excellent service. Loyal customers are also more likely to recommend the business to others. Great customer experiences help your brand achieve differentiation.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ECXO

JUNE 11, 2023

It’s the foundation for building brand loyalty, adoption and providing customers with an unforgettable, consistent experience. In this article, we want to walk you through 22 essential steps that will help you design an experience that sets your brand apart. How does it align with your customers’ values and needs?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Help Scout

JULY 29, 2021

And while there are tons of reasons to have help documentation on your customer-facing site, it’s not enough to just have them: If done poorly, your documentation may confuse or frustrate your customers even more. Nike’s FAQ uses language that resonates with its audience Nike’s FAQ does a great job of representing its brand: .

Self Service 142

Self Service Examples Knowledge Base Telecommunications 142

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base? Serving one segment at the expense of the broader customer base can be risky.

Feedback 509

Feedback ROI Innovation B2B 509

C3Centricity

MAY 12, 2024

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. Deliver Exceptional Customer Service Exceptional customer service is the first essential step to plan.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

C3Centricity

MAY 2, 2023

This can lead to increased customer loyalty and positive word-of-mouth advertising. As an example of this, think about Amazon , which is well known for its customer-centric approach. They offer a wide range of products, fast and reliable delivery, and excellent customer service.

Strategy 296

Strategy Customer Centricity Advertising Customer Satisfaction 296

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 397

Customer Experience Social Media Customers Video 397

eglobalis

JULY 2, 2024

B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. Cultural and Regional Sensitivity : Ensure feedback methods and interpretations are relevant across diverse customer bases.

NPS 450

NPS Feedback Net Promoter Score B2C 450

Experience Investigators by 360Connext

JULY 17, 2024

Real-World Examples Of Journey Mapping Use Cases (& the Wins They Deliver): Find Out What’s Happening TODAY with Current State Mapping Your customers don’t follow your process maps. It was easy to fix and those customers immediately engaged more with the communications they did receive. What if there was a magic wand?

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

InMoment XI

MARCH 14, 2025

When you find the pain points in customer interactions, you know where to focus on your quest to deliver better service, faster resolutions, and improved customer experiences. Data-driven decision-making helps you fine-tune agent workflows and adjust staffing levels based on actual customer needs instead of just gut feelings.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

SurveySensum

NOVEMBER 1, 2024

Loyalty is a brand.” — Shep Hyken. Brands that excel in cultivating loyalty experience 2.5X Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. What is Brand Loyalty? Why Brand Loyalty Matters?

Loyalty 52

Loyalty Customer relationships Brands Sales 52

Retently

JANUARY 13, 2025

Look for tools that allow you to customize surveys to match your branding, tone, and audience preferences. Whether you want a sleek one-question format or a more detailed follow-up, the ability to tailor your surveys ensures they feel natural and engaging to your customers. Even better?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

BirdEye

JULY 5, 2023

Benefits of relationship marketing Different types of relationship marketing Top 7 relationship marketing strategies Real-world examples of relationship marketing in action FAQs about relationship marketing Final thoughts on relationship marketing What is relationship marketing? Why does relationship marketing work?

Examples 98

Examples Strategy Marketing Social Media 98

InMoment XI

MARCH 23, 2025

For example, it can point to highly engaged customersthose actively asking questions about your product in conversationsto help you create an ICP that includes their attributes. This helps you determine how you stack up against the competition and uncovers who your perfect customers are.

Data 195

Data Touchpoint Effort Score Chatbots 195

ECXO

APRIL 10, 2024

For example, light can behave as both a particle and a wave, depending on how it’s observed or measured. However, customers can also behave as a collective “wave”, such as when trends sweep through a customer base, or when collective customer feedback influences a business’s decisions.

Connections 334

Connections Customer Experience Social Media Analysis 334