ECXO

NOVEMBER 19, 2024

Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers. When customers feel valued and understood, they become loyal advocates for a brand, much like the way Jedi loyalists stand by the Force.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

JULY 20, 2022

Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience. Check out these must-read articles!

Brands 370

Brands B2C B2B Financial 370

ECXO

MARCH 12, 2025

Thats exactly why Jungs concept of the unconscious is pure gold for understanding not just why consumers buybut also how they experience brands. Were about to take a deep dive into how Jungs theories can unlock the secret minds of consumers, transform customer experience, and help brands build deeper emotional connections. Want proof?

Consumers 289

Consumers Customer Experience Fashion Brands 289

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

JULY 7, 2022

For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it. That is the essence of brand equity. The better your brand equity, theoretically the better your company will perform in sales and public perception.

Brands 369

Brands How To ROI Social Media 369

eglobalis

FEBRUARY 3, 2025

We will delve into ten key areas where AI is transforming CX , provide examples of enterprise technology companies that have been using AI for over eight years, and offer practical insights on how your company can leverage these advancements. CRM, ERP, and marketing platforms) to create a 360-degree view of the customer.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

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

OCTOBER 18, 2022

A great deal of customers and the brands that serve them are facing unprecedented uncertainties; understanding them is key to organizational success, delivering Experience Improvement (XI), and ensuring that your customer experience (CX) program is operating optimally. All of these obstacles affect both customers and brands to some extent.

Brands 397

Brands Transportation Wait Times Course 397

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%. Analytics What is First Call Resolution?

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

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

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Well explore real-world examples of companies moving beyond surveys, the technologies enabling this shift, and the chronological evolution of CX measurement.

Survey 312

Survey Banking NPS Effort Score 312

C3Centricity

DECEMBER 10, 2024

Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. This post explores how companies can turn each of these five trendsI added one more that emerged from the more extensive studyinto actionable strategies, supported by practical guidance and real-world examples.

Trends 270

Trends Consumers Strategy Case Study 270

eglobalis

JANUARY 13, 2025

Through real-world examples and practical strategies, well explore how businesses can leverage these tools to enhance customer and agent experiences. This article provides a comprehensive evaluation of AI-driven tools like Salesforces, offering global examples and practical lessons for businesses seeking to elevate service excellence.

Customer Experience 409

Customer Experience Marketing Chatbots e-support 409

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

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

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. Loyal customers are likely to spend more and advocate for your brand. It includes thoughts, feelings, and opinions regarding the brand, product, or service. The process helps you build a rich dataset that provides insight into customer behavior.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

C3Centricity

DECEMBER 27, 2024

They expect brands to know their preferences, anticipate their needs, and deliver tailored solutions that feel relevant and meaningful. In a competitive landscape, where consumers are increasingly selective about the brands they support, hyper-personalisation has emerged as a crucial differentiator. What Is Hyper-Personalisation?

Consumers 156

Consumers Loyalty Brands Analytics 156

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

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. The most straightforward example is when a customer decides to cancel their subscription. For example, a subscription that ends due to failure to update credit card details.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

OCTOBER 14, 2024

For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. The same applies to B2B and B2C.

Customer Experience 444

Customer Experience Customer Journeys Case Study Innovation 444

ECXO

FEBRUARY 3, 2025

Example: A potential customer fills out a form on your website. Example: Imagine a customer buying a piece of software from your company. Example: Imagine reaching out to a company for information about a product. Example: A prospective customer requests a demo of your service. How would you feel?

Sales 259

Sales Customer Experience e-support Examples 259

eglobalis

FEBRUARY 24, 2025

Lets explore why this claim lacks merit and how real-world examples highlight CXs enduring role in business success, particularly in B2B ecosystems where relationships, trust and adaptability define outcomes. Example: SAPs Customer Data Cloud offers advanced platforms for customer insights. Data alone cannot solve complex challenges.

B2B 288

B2B Culture Innovation Loyalty 288

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. For example, by selling the same product at a lower price, your competitor could convince your customer to try them out. Price-loyal customers love your brand because of your pricing.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. For example, an organization might experiment with response times on social media versus email to identify the most effective communication method.

Customer Journeys 353

Customer Journeys Effort Score Omni-Channel Social Media 353

InMoment XI

NOVEMBER 26, 2024

A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services, and people. Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. What is Customer Journey Mapping?

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Real-world example: Taco Bells voice AI drive-thru improves efficiency but keeps employees involved for complex tasks, blending AIs speed with human empathy. Take penalty shots in football for example.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

ECXO

NOVEMBER 26, 2024

They can turn a negative experience into a positive one, leaving customers with a smile and a great story to tell about your brand. For example, marketing, product, and support teams can collaborate to address customer pain points holistically. Unicorns Excel in High-Stress Environments Unicorns thrive under pressure.

Self Service 334

Self Service Culture Training Analytics 334

CSM Magazine

JANUARY 6, 2025

By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Heres an example: A customer once called Zappos looking to return shoes for her mother, who had recently passed away.

Examples 52

Examples Case Study Study Training 52

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. As a result, customers are more likely to stay loyal to your brand and even advocate for it. It improves a restaurant’s brand image.

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

NOVEMBER 22, 2024

For example, if a specific integration is in popular demand, implementing it can improve retention and satisfaction. It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. It boosts revenue. It’s easy to track, analyze, and visualize.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

ECXO

OCTOBER 27, 2024

For example, offering personalized content, proactively resolving potential issues, and recommending new services or upgrades can all contribute to increasing CLV. For example, if a customer hasn’t engaged with a product in a while, proactive communication offering tips or new features can reignite interest.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

InMoment XI

NOVEMBER 7, 2024

This allows your brand to keep up with customer expectations 24/7. For example, if a triggered email isn’t generating clicks, it may need more compelling content or a different call-to-action. Who Uses Customer Experience Automation Various teams can use customer experience automation to accomplish different goals.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195