Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. While it’s true that B2B companies typically have fewer customers than B2C companies, there’s a flip side to this coin.

Net Promoter Score 147

Net Promoter Score B2B Company B2C 147

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

C3Centricity

MAY 2, 2023

The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. This can lead to increased customer loyalty and positive word-of-mouth advertising.

Strategy 296

Strategy Customer Centricity Advertising Customer Satisfaction 296

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. Samsung is renowned for its flexibility in integration.

e-support 471

e-support Innovation Customer Centricity Loyalty 471

eglobalis

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. Not now—it is still important as one metric that provides a limited view of the customer transaction. Should you kill NPS?

NPS 413

NPS Feedback Net Promoter Score B2C 413

InMoment XI

NOVEMBER 28, 2022

Yes, more companies and brands are trying to shift the customer service experience to a self-serve one, where the person needing support can find their own answers via the company’s internet site, user forums, or at worst a chat session. That is not often the case in the support experience. Factor #2: Time to Completion.

Customer Experience 370

Customer Experience Call Center First Call Resolution Chatbots 370

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. Cultural Adaptation In a global market, cultural nuances significantly impact customer experience.

Customer Journeys 302

Customer Journeys Effort Score Omni-Channel Social Media 302

InMoment XI

SEPTEMBER 23, 2021

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools?

Brands 369

Brands Advertising Touchpoint Tools 369

InMoment XI

JULY 7, 2022

When customers are looking for a solution to a problem, they will often turn to a company they trust. Sometimes, they will choose that company even if the product is slightly more expensive because they recognize and trust the name. Brand perception is how customers believe about a product or service.

Brands 369

Brands How To ROI Social Media 369

InMoment XI

AUGUST 3, 2023

However, through the application of advanced technologies like Natural Language Processing (NLP), voice analytics, and predictive customer analytics , companies can now unlock the hidden potential of unstructured data, gaining deeper customer insights and improving decision-making processes.

Analytics 366

Analytics Customer Insights Data Social Media 366

InMoment XI

JANUARY 9, 2024

Organizations that strategically allocate their resources to strengthen their customer experience focus stand to gain an edge over the competition. Great customer experiences foster loyalty. Loyal customers are also more likely to recommend the business to others. What are Some B2B Customer Experience Examples?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Kayako

AUGUST 12, 2022

The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

InMoment XI

MAY 31, 2022

“With the number of touchpoints a customer has with a brand increasing with the proliferation of technologies and channels, the need to create a consistent experience is critically important.” – McKinsey & Company. SaaS companies optimize the customer journey with this 4-touchpoint approach from InMoment. “We

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Not exactly.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

GetFeedback

DECEMBER 21, 2018

Unhappy customers are more likely to leave, and when they do, they take a piece of your business with them. More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. companies lose $136.8

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ECXO

NOVEMBER 19, 2024

The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. Lesson for Companies : Your customers are the heroes of their own stories.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

C3Centricity

MAY 12, 2024

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal? Another company renowned for its customer service is Zappos , an online retailer.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

InMoment XI

JUNE 28, 2022

Announcement #1: InMoment Acquires Leading Customer Review Management Company ReviewTrackers. Our latest addition, ReviewTrackers, empowers over 175,000+ business locations to better understand and manage their customer reviews across 100+ sites with their review management technology. Keep reading to get the 411!

Analytics 74

Analytics Feedback Report Industry 74

Lumoa

MARCH 9, 2023

By understanding their customers’ needs and concerns, Lush is able to connect with them on a deeper level and create a loyal customer base that values the company’s commitment to ethical and sustainable practices. Let’s take a look at Buffer , a social media management company as an example.

Customer Experience 397

Customer Experience Social Media Customers Video 397

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. Grow customer base. Book a call today with Comm100 today to explore partnership options and we’ll sweeten the deal with a free gift box.

Omni-Channel 245

Omni-Channel Chatbots Social Media Software 245

Kerry Bodine

FEBRUARY 6, 2021

When crafting personas for a global athleticwear company, our starting point included a mix of men and women from a variety of ethnic and economic backgrounds. If yes, start with personas that align with key customer attributes. Last year we developed journey maps for a mining company that produces fertilizer for agricultural crops.

Customer Journeys 256

Customer Journeys Retail Analysis Customers 256

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. Has your business designed a differentiated experience that matches this fundamental shift in who your business customers are and how they buy? This has resulted in an increase in sales and customer satisfaction. The result?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

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. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 314

B2B Customer Journeys How To Effort Score 314

eglobalis

SEPTEMBER 16, 2024

Leaders need to communicate the importance of CX across all departments—not just customer-facing ones. This cultural shift is especially challenging in B2B companies, where sales and operational processes traditionally take precedence. Personalize the Experience B2B customers, like B2C consumers, expect personalized interactions.

B2B 316

B2B Strategy Customer Experience Customer Journeys 316

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). What companies outside of our industry do we love doing business with? Listen to or watch the full interview ».

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

InMoment XI

MAY 14, 2022

This concept is derivative of social identity theory and describes “an active, selective, and volitional psychological process in which customers compare their own identity to that of the company and identify with the company if it can fulfill one or more self-differential needs.”

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Lumoa

JUNE 30, 2022

They might feel frustrated and unhappy because they see huge opportunities for your company that aren’t being capitalized on. You need to learn (and teach) how to sell customer experience to your whole organization. Increasing the standing of the CX team across the company is also the best way to increase investment in your team.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

InMoment XI

SEPTEMBER 22, 2022

You should be able to answer the first question with your voice of customer data, meaning you should be able to work out what issues are causing the most dissatisfaction across your customer base. Watchlist does the work for you by tracking customer outcomes after new initiatives have been launched. Wrapping Up.

Analysis 370

Analysis Analytics Measurement Customer Experience Professionals 370

Lumoa

MAY 21, 2018

Use the navigation, to move around the post faster To understand things better, we asked around a hundred Customer Experience Directors and Managers, CMOs and Customer Success Specialists on which department s are responsible for Customer Experience in their company, despite the Customer Experience/Success/Support departments.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

InMoment XI

FEBRUARY 8, 2022

If you are able to cross off all the elements, you’ll be able to put in place the right framework—allowing your organization to continuously match your customers’ needs. Additionally, you’ll bring everyone together towards a consistent company mission. Must-Have #3: Ongoing Inspiration for Teammates Across the Company.

Government 243

Government Customer Experience Customers Meeting 243

Uniphore

DECEMBER 21, 2021

Grew our customer base, which is now global and represents four of the top 10 global telecom companies, four of the top 10 business process outsourcers (BPOs), seven large insurers, four health payors and seven large financial organizations. And we’re only getting started!

Insurance 49

Insurance Innovation Leadership Government 49

Lumoa

FEBRUARY 6, 2018

Every each of them answered the following questions: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Companies do marketing, sales and CRM – the customer does the experience!

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Kayako

APRIL 12, 2022

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. Apart from the stats, it is important to look for examples of company success stories improving customer service and productivity.

Case Study 287

Case Study Study Self Service Customer Service 287

InMoment XI

SEPTEMBER 29, 2022

Using customer data to influence your business decisions will lead to a more streamlined, profitable banking organization that actively engages customers. Don’t just take our word for it, research shows that companies who adopt data-driven marketing are six times more likely to be profitable year-over-year.

Banking 370

Banking Retail Data Omni-Channel 370

TechSee

SEPTEMBER 21, 2021

million customers cancelling their subscriptions during the first quarter of 2021. But on the other hand, this loss of customer base has primarily been from low-margin video subscribers, which has effectively shifted the industry’s customer mix to more profitable broadband customers. . Become a smart-home player .

Self Service 41

Self Service Advertising Entertainment Return on Investment 41

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. According to experts, about 50% of your customers churn naturally every five years.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195