eglobalis

OCTOBER 21, 2024

Studies by Forrester reveal that unaddressed complaints on social media can increase customer churn by up to 15%. This impact is particularly damaging for mature companies, which often have a large, established customer base. If you’d like, don’t hesitate to share and connect with me here on LinkedIn. Sources BCG.

Social Media 502

Social Media Feedback Engagement Company 502

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Letting customers do the talking helped me gain mindshare, helped me secure budget, and created the sponsorship that I needed to help make my program better. The Customer Lifetime Value Journey.

Social Media 397

Social Media Tips Customers Customer Retention 397

eglobalis

APRIL 6, 2025

In telecom, providers like Verizon and AT&T back their connectivity with SLAs and cybersecurity bundles, directly addressing client concerns about outages and data breaches. Customer Experience and Ease of Doing Business B2B buyers increasingly expect consumer-level simplicity and speed.

Contact Center 271

Contact Center B2B Competitive Advantage Self Service 271

InMoment XI

OCTOBER 24, 2024

InMoment excels at offering a platform that connects customer data from every channel into one easily accessible location and offers consulting services from in-house industry experts. It excels in creating personalized, data-driven email and SMS marketing campaigns that boost customer retention and drive conversions.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. Why is Customer Experience Automation Important?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

eglobalis

MARCH 30, 2025

Low participation and bias further erode reliability: Busy customers often ignore survey requests, yielding low response rates skewed toward those with extreme opinions. This can misrepresent the broader customer base. Over time, the need to connect dots led to centralized CX platforms. Leading telcos across the U.S.,

Survey 317

Survey Banking NPS Effort Score 317

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. It visualizes the connections between the front-stage (customer-facing) and back-stage (internal processes).

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base? Serving one segment at the expense of the broader customer base can be risky.

Feedback 513

Feedback ROI Innovation B2B 513

Optimove

JANUARY 15, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Every January, businesses around the globe celebrate Get to Know Your Customer’s Day , a reminder of the core principle driving all successful marketing: knowing your customers is essential to creating meaningful engagement and lasting loyalty.

Connections 52

Connections Data Loyalty Consumers 52

InMoment XI

MARCH 16, 2022

These new CX trends were based on indirect and inferred data, as well as surveys across several industries. And surprisingly, there were some standout similarities that connected the two seemingly disparate customer bases. Connecting those features will be critical to consumer loyalty this year.

Trends 370

Trends Social Media Comparison Loyalty 370

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? Key #3: Quickly Attracting New Business.

Brands 369

Brands Advertising Touchpoint Tools 369

Optimove

MARCH 19, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: What an incredible first day at Optimove Connect 2025! The post Optimove Connect Day 1: A Powerful Kickoff from Positionless Marketing to AI-Powered Optimization appeared first on Optimove.

Connections 52

Connections Marketing CRM Banking 52

BlueOcean

APRIL 1, 2025

It’s about creating a seamless experience where technology handles what it does best, allowing human agents to focus on complex problems and emotional connections. Ready to explore how to implement AI solutions that your customers will embrace? Let’s chat about creating a strategy that works for your unique customer base.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

Comm100

NOVEMBER 15, 2022

Firstly, the majority of consumers now want to connect with brands digitally. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver. Next steps.

Omni-Channel 245

Omni-Channel Chatbots Social Media Software 245

eglobalis

AUGUST 13, 2024

By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. This approach not only enhances customer satisfaction but also drives long-term loyalty, setting Apple apart as a leader in the technology sector. Apple: Apple’s brand loyalty is legendary.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

ECXO

AUGUST 19, 2024

Metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) are commonly used. Effective Audience Segmentation : Segment customers based on demographics, behavior, or preferences to conduct more targeted and relevant experiments.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

InMoment XI

MARCH 14, 2025

InMoment rolls performance metrics into a customized QA scoring rubric that aligns with your companys specific service standards and operational goals, helping you track the individual call center agents performance over time. With InMoment, you can connect agent performance metrics to service standards and QA Scoring.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

InMoment XI

MAY 14, 2022

Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. 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. Retail Pharmacy.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

ECXO

MARCH 6, 2025

Leadership needs to clearly communicate why customer experience is vital and continuously reinforce that message. Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

JUNE 28, 2022

Online reviews are a great source of unsolicited customer feedback, and they often offer perspective from a different segment of the customer base than surveys or other feedback channels. This acquisition empowers InMoment customers to do just that! Read more here!

Analytics 74

Analytics Feedback Report Industry 74

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. Changing Customer Behaviors Customer needs and behaviors evolve.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Lumoa

MARCH 9, 2023

Lush’s approach is a great way to build customer trust through authenticity and empathy. 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.

Customer Experience 397

Customer Experience Social Media Customers Video 397

ShepHyken

DECEMBER 29, 2024

Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Self Service Connections Social Media 73

Retently

JANUARY 13, 2025

This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not). Moreover, Retentlys survey editor makes it simple to create custom translations, ensuring you can connect with customers in their preferred language without restrictions.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

ShepHyken

FEBRUARY 3, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What Disney customer experience principles can be applied to enhance customer service in other industries? How can businesses create an emotional connection with customers? If you do screw up, they are more forgiving.

Loyalty Programs 79

Loyalty Programs Loyalty Connections Brands 79

BirdEye

JULY 6, 2023

Staying in touch with customers helps businesses strengthen their relationships and build a stronger customer base. The current digitally connected world makes that process very easy. There are multiple avenues for businesses to reach out to their customers and make sure they notice every word.

Connections 98

Connections Communication Video Customers 98

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Remove Survey Score Addiction by Adding Customer Asset Metrics.

ROI 245

ROI Customer Experience How To Leadership 245

GetFeedback

FEBRUARY 15, 2019

What are your organization’s values and how can they drive the company’s decisions and actions when it comes to its customers? Understand your customer base and target audience. The next step is to understand your customers. Gonzalez, a customer experience manager from 1 Day 2 Write and BritStudent.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

InMoment XI

JANUARY 22, 2025

Independent grocery stores often dominate search results in their local communities thanks to proximity, preferences, and a loyal customer base. Our full suite of Integrated CX tools transforms every aspect of your CX approach, enabling your business to form better, more meaningful connections at scale.

How To 195

How To Social Media Software ROI 195

C3Centricity

MAY 12, 2024

This strategy boosts sales and delights customers by enhancing their emotional connection with the brand and making members feel valued and special. Especially where larger and exceptional purchases are made, your customers need ongoing reassurance that they made the right decision.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

ECXO

DECEMBER 25, 2024

Break time: The European Customer Experience Organization (ECXO) Wishes You a Season of Light and Joy! To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Why It Works: Community-building enhances customer connection and generates organic advocacy.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Steve DiGioia

FEBRUARY 18, 2021

Let them find a way to connect with the customers based on their daily interactions with them. But since they have the position, they think they know better…but do they? Don’t Make Your Employees Read From a Script. Give your employees some “freedom of speech”.

Tips 246

Tips Guidelines Interaction Training 246

InMoment XI

JULY 7, 2022

Those go a long way in giving your company a positive association for customers. In addition, emphasize any time your brand comes into contact with something positive or makes a positive connection or collaboration with an influential organization or person. Build Relationships. Great Impact as a Company.

Brands 369

Brands How To ROI Social Media 369

InMoment XI

AUGUST 3, 2023

By tapping into unstructured data sources, businesses can elevate their customer experience strategies, customer experience research , improve personalized interactions, and create more meaningful connections with their target audience, ultimately gaining a competitive edge in today’s data-driven marketplace.

Analytics 366

Analytics Customer Insights Data Social Media 366

InMoment XI

JANUARY 9, 2024

What are Some B2B Customer Experience Examples? 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. How Has the B2B Customer Experience Evolved?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Connecting these numbers to CX improvements is the tough part. Don’t forget to pull out your customer journey map!

Financial 218

Financial Metrics Customer Journeys NPS 218

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. Continued meetings with the U.S.-India

Insurance 49

Insurance Innovation Leadership Government 49