CX Accelerator

NOVEMBER 7, 2023

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. The exact same criticism can be made about every metric for everything.

NPS 424

NPS Feedback Net Promoter Score B2C 424

InMoment XI

OCTOBER 31, 2024

The best way to get started is by tracking and monitoring call center metrics. What Are Important Call Center Metrics to Measure? Call center metrics provide insight into the customer experience and quantify agent productivity. They remove the guesswork for companies and help pinpoint areas for improvement.

Call Center 195

Call Center Metrics Self Service Effort Score 195

eglobalis

NOVEMBER 3, 2024

While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies. This process begins with an introspective analysis to uncover the core values, strengths, and distinct qualities that define the company.

B2B 494

B2B Culture Innovation Loyalty 494

eglobalis

NOVEMBER 26, 2024

The company shifted its approach to deliver action-based empathy, such as proactively addressing technical issues to minimize disruptions. Leveraging predictive analytics allows companies to anticipate client challenges and offer solutions before issues arise, demonstrating a deep understanding of client needs.

B2B 464

B2B B2C Culture Net Promoter Score 464

InMoment XI

JANUARY 2, 2023

And with a few clicks, they can compare your company with your competitor’s offering, and learn how others perceive you. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. The Three Most Popular CX Metrics. Passives score 7 or 8.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. This limitation questions its reliability as a sole metric for strategic decision-making.

NPS 393

NPS Net Promoter Score Effort Score Metrics 393

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Companies like Oracle, SAP, Amazon, Samsung, and NTT use VOC to refine their products and services.

Strategy 422

Strategy Customer Experience Net Promoter Score Customer Centricity 422

Lumoa

JANUARY 31, 2023

Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Customer experience refers to how customers perceive their interactions with your company. Can you say the same about your company? Eliminate company silos 1. How do you stand in that competition?

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. Experimentation allows companies to tailor their CX strategies to different cultural contexts.

Customer Journeys 314

Customer Journeys Effort Score Omni-Channel Social Media 314

eglobalis

NOVEMBER 12, 2024

Instead of traditional metrics, which often emphasize internal performance, client-centered delivery measures success by how well the project addresses the client’s pain points and aspirations. To implement this, initiate the project with joint planning sessions focused on aligning goals with the client’s strategic outcomes.

Customer Centricity 486

Customer Centricity Strategy B2B Consulting 486

BlueOcean

AUGUST 13, 2024

All these contact center metrics and more add up to give us a picture of call center performance. Go beyond the KPIs and metrics to understand how the following three critical measurements play an instrumental role in the outsourced call center: 1. Companies want to know why their customers are calling.

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

ECXO

MARCH 11, 2025

Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals. For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives.

B2B 255

B2B Strategy Customer Journeys Net Promoter Score 255

InMoment XI

SEPTEMBER 21, 2021

None of this is to say that metrics aren’t important, but companies should remember that they can only reveal so much about why customers may be experiencing an issue or even why they remain loyal to the brand. So, how can companies compensate for this lack of context? And it goes hand in hand with customer loyalty.

Customer relationships 433

Customer relationships Customer Experience Net Promoter Score Effort Score 433

ECXO

JULY 29, 2024

Companies use several methods to gather data and understand their customers: Voice of Customer (VOC) Programs : Capturing customer preferences, experiences, and expectations through direct and indirect feedback. Companies like Apple, Hulu, and Pandora excel in leveraging data analytics to enhance user experiences and personalize offerings.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Lumoa

FEBRUARY 9, 2023

At the same time, it is also what most companies are missing. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Brand experience is a very close concept to customer experience, except the latter, refers to how customers reflect on your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

MARCH 6, 2025

Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers. Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement.

B2B 314

B2B Customer Journeys How To Effort Score 314

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. Tip #1: Break Down Metrics. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points?

Tips 370

Tips ROI Metrics Touchpoint 370

ECXO

NOVEMBER 19, 2023

Holistic Customer Metrics for Actionable Insights 6. He is a board member at the Swiss design agency Vetica and co-owner of Customer Metrics AG, a company specializing in organizational metrics. The Holistic Concept of Design 2. The role of Aesthetics and Emotion in Design 3. The Significance of Customer-Centricity 5.

Customer Centricity 367

Customer Centricity Metrics NPS Leadership 367

InMoment XI

DECEMBER 30, 2021

For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? Are you measuring a customer experience—and is it satisfaction or NPS—or a metric that’s meaningful to the goal you’re trying to accomplish? Do you have an employee pulse metric by division, region, or queue? What are you doing with it?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

ECXO

AUGUST 19, 2024

Research shows that companies leveraging advanced experimentation techniques see significant enhancements in performance metrics, such as a 20% increase in customer satisfaction and higher sales conversion rates. Identify Key Metrics : Determine which performance indicators will measure the success of your experiments.

Customer Journeys 368

Customer Journeys Customer Experience Net Promoter Score Effort Score 368

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! From the company’s perspective, customer success is a strategic asset.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

eglobalis

FEBRUARY 13, 2025

When companies lean too heavily on empathy as an abstract concept, they risk a few unwanted outcomes: Wasting time: Understanding problems but delaying solutions frustrates clients. Measuring Action, Not Just Sentiment Traditional CX metrics like NPS or CSAT are often reactive and sentiment-based. Example: Maersk Logistics.

Analytics 257

Analytics Measurement Metrics Feedback 257

InMoment XI

OCTOBER 19, 2021

With such acquisition/partnership, companies like InMoment strengthen their capabilities in the “text analytics” space, meaning their ability to analyze unstructured data and extract meaning and actionable insights. In fact, almost every company sent surveys, to an extent that customers got rather fed up with it. customer effort).

Analytics 370

Analytics Data Customer Experience Social Media 370

ECXO

OCTOBER 5, 2023

Explore three CX measurement eras, from basic metrics to data-driven NPS, culminating in the transformative Customer Experience AI era. Three Eras of CX Measurement : Metrics Evolution : Understand the three distinct eras of CX measurement.

Survey 380

Survey Net Promoter Score NPS Exercises 380

ECXO

NOVEMBER 25, 2024

Assess Strategic Alignment: The Backbone of Decision-Making The first and most crucial filter for evaluating feedback is determining how well it aligns with your company’s strategic goals. Urgency Evaluation: Separating Critical from Cosmetic Urgency often pushes companies to prioritize features that may not align with strategy.

Feedback 391

Feedback ROI Roadmap Analytics 391

eglobalis

DECEMBER 17, 2024

Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny.

Net Promoter Score 304

Net Promoter Score Effort Score B2B NPS 304

eglobalis

JANUARY 13, 2025

For example, a North American e-commerce company using Einstein Agent reduced its average case handling time by 30%. By preemptively addressing these concerns through targeted outreach, the company improved customer satisfaction scores by 25%.

Customer Experience 365

Customer Experience Marketing Chatbots e-support 365

eglobalis

OCTOBER 14, 2024

Every company faces unique challenges, and the needs of customers are constantly evolving, making a standardized approach inadequate. The static nature of the pillars does not account for the different challenges companies face in various industries and regions. What about flexibility? The same applies to B2B and B2C.

Customer Experience 404

Customer Experience Customer Journeys Case Study Innovation 404

ECXO

MAY 15, 2023

Raab first commented on MadTech in his Twitter feed and later in a CMSWire editorial , where he noted: “Most companies today struggle to integrate data and technologies within their marketing departments. Complete control enhances trust between brands and consumers and improves engagement and business metrics.

Tips 400

Tips Net Promoter Score Advertising Customer Journeys 400