ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. The first step is to define specific objectives for the transformation.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 30, 2024

Here’s a quick breakdown of customer expectations by category: Health insurance customer experience : Customers expect easy access to healthcare networks. Clear communication and self-service tools are crucial to their satisfaction. They appreciate proactive communication on potential risks like weather hazards.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies.

Customer Journeys 458

Customer Journeys Culture Leadership Effort Score 458

eglobalis

MARCH 30, 2025

Providers like Medallia, Qualtrics, and others have evolved to meet this need, offering suites that handle everything from survey design to social media ingestion and AI-driven insight all in one. The benefit of integration is also organizational: it breaks silos between departments handling customer data.

Survey 334

Survey Banking NPS Effort Score 334

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 467

Strategy Customer Experience Net Promoter Score Customer Centricity 467

InMoment XI

NOVEMBER 9, 2021

An example of a program goal could be: 20% increase in customer retention, 10% reduction in cost to serve, +10% increase in revenue per store year on year. As for the best cadence, plan to check in once a month with a program roadmap or visit these goals in quarterly board meetings—and don’t forget to schedule those calendar reminders!

Roadmap 370

Roadmap Customer Experience Customer Retention Financial 370

ECXO

DECEMBER 4, 2024

The software might require regular updates, bug fixes, and patches, all of which require effective communication with the client. This necessitates a customer success area that is adept in technical knowledge and communication. Customer Engagement 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

InMoment XI

OCTOBER 23, 2024

Proactively communicate with customers. Keep customers in the loop with personalized messages about account activity, new products, or special offers. Regular communication helps build trust and keeps customers engaged with your services. Focus on employee training to create a customer-obsessed culture.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. What Is Digital Experience?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers.

Feedback 520

Feedback ROI Innovation B2B 520

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? Consequently, retaining the clients you acquire today and those you target tomorrow drives the future of your innovative customer retention strategy. Is your sales team still the primary star of the customer acquisition show?

Customer Retention 126

Customer Retention Innovation Strategy Leadership 126

InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. So how should a CX practitioner go about bridging that gap in communication? Fail and adjust your strategy for the next meeting.

Tips 370

Tips ROI Metrics Touchpoint 370

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

Happy or Not

DECEMBER 9, 2024

Retaining customers is essential for business growth. At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones.

Customer Retention 36

Customer Retention Analytics Feedback Analysis 36

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You did this by formal and informal communication strategies. Imagine yourself a year from today.

Resources 369

Resources Customer Journeys Video Customer Experience 369

InMoment XI

NOVEMBER 18, 2024

Why Is Customer Behavior Analysis Important Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth. Improved Customer Retention It is no secret that retaining customers is more cost-effective than acquiring new ones.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

ReviewTrackers

MARCH 24, 2021

Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. According to Kantar , banks that lead in the customer experience index have a recommendation rate that is 1.9 times higher, and their customers are 2.1

Customer Retention 123

Customer Retention Banking Customer Experience Strategy 123

eglobalis

JULY 31, 2024

These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences. By automating these processes, businesses can maintain consistent and relevant communication, leading to higher conversion rates and improved customer satisfaction.

Customer Experience 441

Customer Experience Social Media Analytics Chatbots 441

InMoment XI

NOVEMBER 9, 2021

An example of a program goal could be: 20% increase in customer retention, 10% reduction in cost to serve, +10% increase in revenue per store year on year. As for the best cadence, plan to check in once a month with a program roadmap or visit these goals in quarterly board meetings—and don’t forget to schedule those calendar reminders!

Roadmap 259

Roadmap Customer Experience Customer Retention Financial 259

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Comm100

NOVEMBER 15, 2022

Telephone support simply can’t meet these expectations. For more information on why digital-first customer service strategies are growing, check out this blog.). To meet their customers’ needs, CCaaS providers are partnering with digital communication platforms to add digital omnichannel capabilities to their product offering.

Omni-Channel 246

Omni-Channel Chatbots Social Media Software 246

Comm100

NOVEMBER 15, 2022

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth. To meet these demands, contact centre solution providers must add digital channels to expand their product offering. Lower upfront costs.

Omni-Channel 244

Omni-Channel Chatbots Social Media Communication 244

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 106

Customer Retention Software Customer Success CRM 106

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

ECXO

JUNE 15, 2021

As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. Establish customer centric values. A customer centric business talks about customer experience regularly. Kirsti Laasio.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

Lumoa

NOVEMBER 8, 2018

Sue Duris, Director of Marketing and Customer Experience at M4 Communications , strongly believes in the connection of CES, loyalty and the direction the company is going. Loyalty is about whether a company can deliver - does it meet/exceed expectations? to retain existing customers than it is to acquire new customers.

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

BirdEye

OCTOBER 15, 2021

Attracting new customers is the obvious surface-level goal for any business. But, the reality is true growth is sustained by a focus on customer retention. Increasing customer retention by a mere 5% boosts profits by a whopping 25% to 95% ! So how do you go about increasing retention?

Customer Retention 98

Customer Retention Loyalty Communication Customers 98

One Millimeter Mindset

JANUARY 19, 2022

Surprised to enter 2022 digging yourself out of a huge 2021 customer defection hole? It just could be you left your entire client retention strategy up to the virtual customer retention dog. What excuses do you make to your managers about your less-than-stellar rate of customer retention?

Customer Retention 99

Customer Retention Touchpoint Customers Sales 99

ijgolding

NOVEMBER 9, 2014

I’m stuck really with what to do now, I like the fast service your broadband service offers but hate the way you treat your customers, it’s a catch-22 which I why I have tried to avoid communicating with you at all over the years and avoided upgrades.

Customer Experience 317

Customer Experience Customer Centricity Customer Journeys Customer Retention 317

ShepHyken

NOVEMBER 12, 2024

One of the topics of the meeting was a discussion about why a client would leave. But let’s assume the advisor is smart, the advice is sound, and the return on investment meets expectations. So one word, communication , is the answer. That made me wonder about the reasons good companies lose customers.

Return on Investment 101

Return on Investment Financial Customer Service Training Customers 101

Totango

JULY 22, 2022

Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. . We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC.

Communication 107

Communication NPS Case Study Metrics 107

ECXO

MAY 20, 2024

Customer segmentation helps in building this understanding by providing a detailed picture of who the customers are, their needs, preferences, and tendencies. Tailoring Products and Services Customer Segmentation can also help in tailoring products and services according to customer needs.

e-support 177

e-support Self Service Groups Customer Retention 177

Calabrio

MARCH 25, 2025

Driving Business Growth and Success: Exceptional customer experiences translate to increased customer retention, positive word-of-mouth referrals, and ultimately, significant business growth. Why it matters: Meeting service level targets ensures timely responses, impacting customer satisfaction and overall service quality.

Call Center 130

Call Center Measurement Self Service How To 130

eglobalis

AUGUST 13, 2024

Samsung Electronics itself is divided into several key segments: Consumer Electronics (CE), Device Solutions (DS), and IT & Mobile Communications (IM). The company’s deliberate pace of innovation ensures that each product release meets high standards of quality and reliability.

e-support 518

e-support Innovation Customer Centricity Loyalty 518