eglobalis

FEBRUARY 3, 2025

For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive. Companies like Samsung, Oracle, SAP, and Salesforce, which have adopted AI early on, are reaping significant benefits, from enhanced customer satisfaction to operational efficiency.

B2B 387

B2B Customer Journeys Customer Experience Chatbots 387

eglobalis

DECEMBER 11, 2024

Related Article: Surviving the Journey of Customer Journey Mapping Process Efficiency Optimizing internal processes through experimentation can lead to significant improvements in your CX strategy. This not only enhances customer satisfaction by ensuring timely delivery but also reduces operational costs.

Customer Journeys 358

Customer Journeys Effort Score Omni-Channel Social Media 358

ECXO

OCTOBER 27, 2024

Customer Success (CS) metrics have become central to managing these relationships, offering insights into how businesses can reduce churn, increase product stickiness, and optimize customer satisfaction. In the subscription economy, the faster a customer experiences value, the more likely they are to continue with the service.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

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. It gives you a competitive advantage.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

MAY 14, 2022

In what ways do your favorite brands help create your personal brand? Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. So, Why Do Customers Choose Their Favorite Brands? A Few Examples from Best-In-Class Brands. Brands like Nike, Tiffany & Co.,

Brands 370

Brands Retail Loyalty Competitive Advantage 370

eglobalis

JANUARY 13, 2025

By preemptively addressing these concerns through targeted outreach, the company improved customer satisfaction scores by 25%. Businesses can adopt similar strategies by integrating predictive analytics into their customer service operations. This approach strengthened customer trust and loyalty.

Customer Experience 413

Customer Experience Marketing Chatbots e-support 413

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? These tools are essential for understanding how your customers are talking about your brand.

Brands 284

Brands Management Multi-Channel Social Media 284

ECXO

NOVEMBER 26, 2024

Unicorns Bring a Personal Touch These rare employees know how to connect with customers on a personal level. They can turn a negative experience into a positive one, leaving customers with a smile and a great story to tell about your brand. This fragility makes your business more vulnerable to losing customers to competitors.

Self Service 334

Self Service Training Culture Analytics 334

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? Traditional utility customer satisfaction was measured by occasional surveys or public ratings.

Survey 317

Survey Banking NPS Effort Score 317

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

OCTOBER 23, 2024

By acting upon this valuable feedback, organizations can continuously refine their customer interactions and offerings, enhancing customer satisfaction and driving business growth. For instance, AI can detect patterns in customer complaints and alert support teams to take preventive actions.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. Customer satisfaction results in positive reviews and testimonials. This feedback supports brand reputation management efforts, attracting high-quality prospects. Therefore, better customer service lets you generate valuable leads without stretching your marketing budget.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

CSM Magazine

MARCH 13, 2025

How do you know your customers are truly satisfied? Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. A single negative experience with one of your agents can be enough to drive a customer to your competitor. Despite the availability of digital channels, many customers pick up the phone to complain or seek support. A fast response time improves customer satisfaction.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

OCTOBER 17, 2024

In fact, 66% of customers expect companies to understand their needs. With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation. What is a Customer Feedback Questionnaire?

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

OCTOBER 29, 2024

A loyal customer is a valuable asset to your business. 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. What Is Customer Loyalty? Price-loyal customers love your brand because of your pricing.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

DECEMBER 10, 2024

It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. As a result, youll succeed in retaining and acquiring customers to increase your market share. What Is Customer Churn? Stay ahead of customer needs with regular check-ins and possible solutions.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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 509

e-support Innovation Customer Centricity Loyalty 509

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 430

Customer Experience Social Media Analytics Chatbots 430

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction? So why should you care?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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. Its tools track customer sentiment, monitor brand mentions, and provide detailed analytics across various channels.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Some of this activity could be relevant to your brand and industry. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Tools 195

Tools Social Media Customer Experience Analysis 195

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. ”—offers a narrow and momentary transactional perspective on customer sentiment.

NPS 456

NPS Feedback Net Promoter Score B2C 456

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

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

InMoment XI

NOVEMBER 4, 2024

But for companies, the real damage can go beyond financial penalties—violations can severely erode customer trust and damage long-term brand reputation. Why Trust in Reviews Matters More Than Ever At its core, the purpose of reviews and ratings is to create trust between businesses and potential customers.

Policies 195

Policies Social Media Guidelines Financial 195

InMoment XI

MARCH 26, 2025

Improved Data Quality and Accuracy One reason brands go for longer surveys is data quantity. Enhanced Customer Experience and Brand Perception Survey fatigue doesnt just affect data qualityit can even damage your brand by harming the customer experience. Not so fast: More data is good, but only if its good data.

Survey 195

Survey Abandon Rate How To Customers 195

InMoment XI

MARCH 14, 2025

Improving Customer Satisfaction Performance analysis helps you identify whats working in your contact center and what isnt. 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.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

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. It is also crucial that the CX strategy aligns with the companys brand and value proposition. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 15, 2024

More importantly, most of these tools produce fake reviews, which can harm your company’s reputation and brand as the FTC has announced to ban fake online reviews. In the era of advanced language models, relying solely on reviews to understand needs and measure customer satisfaction is no longer sufficient.

How To 195

How To Feedback Tools Contact Center 195

ECXO

AUGUST 12, 2024

MarTech’s Impact on Global CX Strategies The Asia-Pacific (APAC) region, with its rapid technological adoption and diverse markets, presents both opportunities and challenges for enhancing customer experience. By strategically deploying MarTech, businesses in APAC are achieving exceptional customer satisfaction, growth, and loyalty.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

InMoment XI

DECEMBER 6, 2024

Organizations interested in customer experience outsourcing need to be aware of potential pitfalls and address them proactively. This step ensures that the experiences delivered to your customers remain consistent and reflect the essence of your brand.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

BlueOcean

APRIL 1, 2025

Is it possible to build an AI self-serve solution that actually serves the customer? The Changing CX Landscape: What Customers Really Want Customer effort score has become just as important as customer satisfaction score. The same is becoming true of customer support. This trend is likely to continue.

Self Service 156

Self Service Effort Score Analysis Chatbots 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 474

Automotive Loyalty System Return on Investment 474