ECXO

JULY 29, 2024

This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Communication, continuous change management initiatives, and other strategies are essential to this alignment. Effective communication ensures everyone understands and is committed to the CX vision.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

Customer Journeys 349

Customer Journeys Culture Leadership Innovation 349

InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. That’s because analyzing unstructured data can reveal trends, emerging market opportunities, and competitive threats that may not be easily apparent through structured data alone. Why is Social Media Important?

Social Media 195

Social Media Marketing Advertising Feedback 195

eglobalis

JUNE 27, 2024

This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Communication, continuous change management initiatives, and other strategies are essential to this alignment. Effective communication ensures everyone understands and is committed to the CX vision.

Strategy 371

Strategy Customer Experience Net Promoter Score Customer Centricity 371

Comm100

MAY 31, 2023

They must start looking at new marketing strategies to increase enrollment, adopting the latest technologies and better understanding what today’s students really want. This blog will explore five marketing strategies to increase enrollment that are cost-effective, proven, and easy to adopt.

Strategy 204

Strategy Marketing Financial Advertising 204

eglobalis

NOVEMBER 26, 2024

Without real solutions, quality communication, and a relentless focus on client outcomes, empathy is nothing more than a buzzword. Example: Siemens in Asia Siemens faced challenges with direct verbal communication in Japan, where local norms value discretion. Introduction: Can loyalty, adoption, or growth be built on empathy alone?

B2B 408

B2B B2C Culture Net Promoter Score 408

InMoment XI

JUNE 30, 2022

These frontline employees need strategic communication. It’s a tricky job to keep these employees engaged, but it’s possible with the right communication and action plan. . Highlight #3: Capture Internal Data from Employees To Unlock Insights Into Emerging Markets. What’s the key to incentivising these third party employees?

Customer Experience 396

Customer Experience Employee Engagement Customer Retention Communication 396

InMoment XI

OCTOBER 28, 2021

I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. Marketing and Sales have to correctly position your products and services, and set proper expectations for how customers can use them and, more importantly, what benefit(s) they will derive.

CRM 370

CRM Airlines Government ROI 370

Comm100

OCTOBER 31, 2024

We’ve come a long way from traditional marketing tactics and embraced new ways of promoting the solutions we offer. This is where conversational marketing comes into play, enabling businesses to interact with the intended audience on a personal level. What’s Conversational Marketing ? There are countless brands.

Marketing 130

Marketing Chatbots Social Media e-support 130

ECXO

JUNE 23, 2024

It also provides invaluable insights into customer behavior and feedback, which can inform product development, marketing strategies, and overall business decisions. This dual focus helps in aligning the product with market needs, ultimately driving sustainable growth. Communication is key. Leverage technology.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

InMoment XI

MAY 10, 2022

While this may be true in some markets, many consumers are willing to pay more if they feel the price matches the product’s quality. Step #4: Marketing and Communication. Once you’ve fine-tuned your brand experience and product pricing, you can begin to promote customer loyalty through marketing campaigns.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

ECXO

JULY 1, 2024

It allows leaders and marketers to tap into universal themes and symbols that resonate deeply with people, fostering a sense of connection and shared meaning. This might involve aligning a product with a particular archetype or crafting a marketing message that taps into shared narratives or symbols.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

InMoment XI

JANUARY 9, 2024

In competitive B2B markets, where products and services may be similar, customer experience becomes a key differentiator. Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

eglobalis

DECEMBER 11, 2024

For example, an organization might experiment with response times on social media versus email to identify the most effective communication method. Cultural Adaptation In a global market, cultural nuances significantly impact customer experience. New Product Launches Experimentation is crucial when launching new products or services.

Customer Journeys 289

Customer Journeys Effort Score Omni-Channel Social Media 289

InMoment XI

NOVEMBER 23, 2021

This once a year occasion means customers are looking for the perfect gift for someone special—and the best deals they can find for the best and most luxurious products on the market. And it’s most important to communicate back to your customers that you’re listening, you’ve acted, and change is quickly coming.

Retail 397

Retail Customer Journeys Touchpoint Brands 397

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 330

Customer Experience Social Media Analytics Chatbots 330

ECXO

AUGUST 12, 2024

Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions. Marketing Automation Platforms: Platforms such as Marketo and HubSpot are vital for automating marketing tasks like email campaigns, social media management, and lead nurturing.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

InMoment XI

NOVEMBER 12, 2024

When an organization is tuned in to social media conversations, it gives them insights that influence everything from customer service protocols to marketing strategies and product updates. This helps organizations understand the bigger picture behind consumer behavior and market performance.

Social Media 360

Social Media Analysis Metrics Analytics 360

Experience Investigators by 360Connext

OCTOBER 5, 2021

And then there are those leaders who don’t even have CX in their title, like Chief Marketing Officer or Employee Engagement Director. We once set up a virtual journey complete with waiting on hold opportunities and frustrating communications via email. Train and communicate with as many teams as you can. Get creative! .

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

ECXO

APRIL 18, 2024

The session will be hosted by the charming Sylvia Lohr Principal Product Marketing Manager at Microsoft and a key ambassador for the ECXO. Hosted by: Sylvia Lohr , Principal Product Marketing Manager at Microsoft. Lecturer at Università Bicocca in Milan, Italy, for Digital Customer Service-related topics (Master MADIM).

Insurance 334

Insurance Consulting Travel B2B 334

ECXO

MARCH 15, 2024

The third sin is poor communication. Communication is the golden thread that weaves together the fabric of customer experience. Businesses that fail to communicate effectively or transparently with their customers risk creating an atmosphere of confusion and mistrust. Also, always be honest.

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

e-support 447

e-support Innovation Customer Centricity Loyalty 447

eglobalis

OCTOBER 21, 2024

Research from Accenture highlights that managing public complaints requires not just time but a dedicated allocation of resources, particularly in maintaining the flow of communication. Deleting posts should be reserved for extreme cases involving offensive language, as maintaining open and honest communication is critical for building trust.

Social Media 420

Social Media Feedback Engagement Company 420

Experience Investigators by 360Connext

JULY 6, 2021

This typically includes leaders from marketing, product development, customer success and customer service. That means keeping those stakeholders engaged in the process and communicating little victories along the way. . How you communicate will be based on your organization, your culture and your communication options.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

ECXO

JULY 10, 2024

Companies like Toyota and Samsung in Asian markets have found that while NPS gives a quick snapshot, it doesn’t delve deeply into changing customer expectations and perceptions. Platforms like Medallia support NPS implementation across diverse markets, emphasizing the need for localized customer feedback approaches.

Metrics 374

Metrics Analysis Feedback NPS 374

C3Centricity

AUGUST 2, 2021

This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. When you sell a product or service new to the market, find out how to minimize risk. Be responsive and proactive in communications. Continue Reading.

Customer Relationship Management 302

Customer Relationship Management NPS CRM Loyalty 302

ECXO

NOVEMBER 19, 2024

By leveraging this data, you can provide personalized recommendations, offers, and communications that resonate with individual customers. Behavioral Segmentation : Instead of generic mass marketing, segment customers based on behavior (like past purchases, browsing patterns, etc.). This can lead to continuous CX improvements.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

JULY 13, 2023

The poll and the subsequent discussion revealed the significant industry-wide adoption of integrating diverse data sources (other than traditional surveys) into Marketing Intelligence (MI), with the third poll showing that 81% had integrated different data sources into their reporting.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

InMoment XI

SEPTEMBER 28, 2021

Aim Toward Ideal Business Outcomes, but Stay Agile Have the Right Data Collection Tools in Place Act on the Data You Receive Continuously Improve Your Processes Based on Market Changes. Providing your customers with an open channel for communication and feedback engages your customers and strengthens your relationship with them.

Loyalty 389

Loyalty Tips Feedback Advertising 389

ECXO

JUNE 19, 2024

Enhancing User Research and Market Analysis AI tools trained on large language models can synthesize vast amounts of market and consumer data, uncovering insights that might be missed by human analysts alone. The use of AI in market analysis goes beyond merely identifying trends.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

C3Centricity

MARCH 12, 2024

With millions of websites vying for our customers’ attention, driving high-quality traffic that converts into loyal customers requires more than a scattergun approach to marketing. Well, at least that means that nothing has changed for marketing, doesn’t it?! HubSpot is a prime example of content marketing done right.

Customer Engagement 296

Customer Engagement Engagement Competitive Advantage Entertainment 296

Lumoa

JANUARY 31, 2023

In the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product, and HR. Some ideas on how you could utilize your promoters include: Understand the reasons why promoters love you – use those reasons in marketing. Simple as that.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414