ShepHyken

MARCH 31, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes an “unbreakable” customer relationship, and how can companies achieve it? What are the key components of a tailored customer experience strategy? How does digital transformation impact customer experience?

Customer relationships 70

Customer relationships Customer Satisfaction Consulting Customers 70

eglobalis

MARCH 18, 2025

Building Long-Term Relationships Establishing and maintaining long-term customer relationships often relies on human interaction. If you enjoyed this article, feel free to follow me or connect with me on [link] Sources: Empathy Won t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

Interaction 362

Interaction Culture Virtual Agent Loyalty 362

eglobalis

JANUARY 20, 2025

Customer Experience as a Loyalty Anchor Customer Experience (CX) is no longer a competitive differentiator; it is a baseline expectation in B2B markets. Companies that excel in CX often establish a strong emotional and professional connection with their clients.

B2B 427

B2B Loyalty Loyalty Programs Innovation 427

InMoment XI

OCTOBER 29, 2024

For example, a sneaker brand releasing a new product line paying tribute to an iconic athlete would help it connect with nostalgic sports fans. Familiarity and nostalgia create a sense of connection that can strengthen customer relationships. Personalization : Experiences tailored to customer profiles encourage loyalty.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 24, 2024

What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)? Debating the differences between customer engagement platforms and CRM systems is natural. With the InMoment XI Platform, you can handle all your customer data in one place. out of 5 stars. References Statista.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

DECEMBER 18, 2024

As a result, agents can focus on strengthening customer relationships with a personalized and empathetic approach. Automation empowers businesses to boost operational efficiency, enhance customer satisfaction , and reduce costs. Companies leveraging omnichannel engagement retain 89% of their customers.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Why is Customer Experience Automation Important?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

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 275

Contact Center B2B Competitive Advantage Self Service 275

ShepHyken

JANUARY 14, 2025

It is a passion for ensuring that every guest (or customer) feels valued. Storytelling is a powerful tool that captures customers’ attention and curiosity. A compelling brand story can help build a strong and emotional connection with customers. Modern customers expect instant solutions and gratification.

Customer Experience 136

Customer Experience Hospitality How To Brands 136

InMoment XI

JANUARY 12, 2023

While cross-selling and upselling existing clientele is certainly important, there’s actually a much more holistic (and ambitious) way to approach new business opportunities within your customer base: drive customer lifetime value (CLV). Next, it’s vital to take the long view when looking at your customer relationships.

Social Media 397

Social Media Tips Customers Customer Retention 397

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

DECEMBER 10, 2024

InMoments XI platform enables you to collect and analyze customer insights effectively. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. As a result, you build trust, improve retention, and reduce the likelihood of customers leaving.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

ShepHyken

NOVEMBER 18, 2024

What is the role of branding in enhancing the customer experience? How can businesses define their brand to impact customer relationships meaningfully? For example, Nike empowers its customers with the motto “Just Do It,” and Patagonia focuses on sustainability.

Brands 139

Brands Touchpoint Financial Resources 139

InMoment XI

OCTOBER 17, 2024

Knowing the right questions to ask can positively impact your customer relationships, but designing good questionnaires is certainly a challenge. With the help of InMoment’s AI-Powered Active Listening , you can leverage the power of award-winning generative AI to intelligently listen and respond to customers in real-time.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

JANUARY 25, 2022

However, it’s well worth brands’ time to invest in both not just for the sake of retention, but also for creating bold, human connections with your customers that transcend individual interactions.

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

DCX

APRIL 1, 2025

Framework: Evaluating Every Customer Interaction Once you've identified your problem areas, use this framework to evaluate and improve individual touchpoints. Learn More 👋 Please Reach Out I created this newsletter to help customer-obsessed pros like you deliver exceptional experiences and tackle challenges head-on.

Self Service 52

Self Service Customer relationships Effort Score Touchpoint 52

eglobalis

SEPTEMBER 5, 2024

Customer Lifetime Value (CLV) The total revenue a customer generates over their relationship with the company. How it complements CX : A positive CX boosts CLV by fostering longer customer relationships and higher spending. Time to Value (TTV) The time it takes for customers to realize value from a product.

Metrics 429

Metrics Customer Success Customer Experience Effort Score 429

Calabrio

FEBRUARY 26, 2025

On the flip side, companies that invest in workforce engagement strategies see significant improvements in both employee retention and customer satisfaction. Bridging the Gap: How Employee Experience Impacts Customer Satisfaction The connection between engaged employees and happy customers is undeniable.

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

InMoment XI

NOVEMBER 13, 2024

Data Integration One of the biggest challenges is integrating large volumes of customer data from various sources. A CX platform like InMoment can help by collecting and connecting every piece of valuable data in one place. Changing Customer Behaviors Customer needs and behaviors evolve.

Customer Retention 195

Customer Retention How To Analysis ROI 195

ECXO

OCTOBER 30, 2024

In the context of customer experience, businesses must recognize that customers are not just faceless transactions; they are individuals with unique stories, desires, and aspirations. Engaging with customers on a personal level fosters loyalty and trust. Similarly, in the realm of customer experience, personalization is key.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

SurveySensum

NOVEMBER 1, 2024

Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. However, the question arises – in what way can you convert casual customers to passionate brand advocates ? Brands that excel in cultivating loyalty experience 2.5X

Loyalty 52

Loyalty Customer relationships Brands Sales 52

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

inQuba

MARCH 12, 2025

In today’s competitive market, emotional marketing has become a crucial strategy for businesses seeking to establish strong connections with their customers. By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention.

ROI 52

ROI Customer Retention Connections Measurement 52

InMoment XI

JANUARY 22, 2025

driving across town only to find the supermarket doors locked) can damage your brands reputation and even sever a customer relationship. Rich ROI-focused data insights, keyword tracking, and powerful connections to other InMoment tools round out this powerful platform that drives results.

Software 195

Software Management Social Media Multi-Channel 195

InMoment XI

OCTOBER 30, 2024

For instance, by utilizing chatbots to quickly respond to customer complaints, companies can save hours’ worth of time that can be invested into building rich customer relationships. McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

NOVEMBER 22, 2024

Leverage automation to provide instant updates to customers, saving you time to invest in stronger customer relationships. A user feedback tool simplifies the collection and analysis of customer opinions. The right tool should pull and organize customer data from every relevant channel to provide accurate insights.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

GetFeedback

DECEMBER 21, 2018

42% of respondents have left a business due to poor customer service. ( 31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( 29% of consumers ranked first contact resolution as what is most valued in customer service and support interaction.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

DECEMBER 3, 2024

Build a basic VoC program to start surveying customers for data collection. InMoment offers an all-in-one customer experience platform that collects and connects data from various channels across the customer journey. This competitive edge is the result of a stronger focus on customer relationships.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

AUGUST 12, 2024

This article explores the intricate connection between digital product design, adoption rates, and customer satisfaction, offering essential insights and strategies for tech companies aiming to strengthen their market presence and boost user engagement.

User Experience 395

User Experience Case Study Financial e-support 395

ECXO

SEPTEMBER 30, 2023

Let’s continue to foster moments of genuine connection, to listen, digest and execute as also to innovate. Discover the power of a customer-centric culture for sustainable business success. Learn how empathy can drive better customer relationships. Ilenia is a trailblazer in the realm of customer-centricity.

Meeting 296

Meeting Customer Centricity B2C Culture 296

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

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 512

e-support Innovation Customer Centricity Loyalty 512

InMoment XI

DECEMBER 21, 2021

Functional elements of value can be important when it comes to meeting customers’ basic expectations, but they often aren’t particularly differentiating and they don’t drive long-term customer trust and customer loyalty behavior. Unfortunately, this is rarely the case.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Amidst the burgeoning landscape of AI tools and the concerns they bring , it’s crucial for customer experience leaders to grasp the trajectory of these advancements, even as the full extent of their implications remains to be seen. Customer experience leaders may not have all the solutions here, yet it’s important to ask the questions.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

eglobalis

MARCH 13, 2025

In the next instalment, we will delve into the subsequent pillars of B2B CX transformation, building on this foundation to explore how organizations can operationalize customer-centric strategies and continue evolving every facet of the business to enhance customer experience. If you enjoyed this read, connect with me on LinkedIn !

Leadership 238

Leadership B2B B2C Effort Score 238

Comm100

APRIL 16, 2025

The New Comm100 AI Trifecta Driving Smarter, Deeper Customer Relationships Join us live Learn how AI Agent, AI Copilot, and AI Insights work together to transform CX. By eliminating friction from conventional support workflows, the Comm100 AI Copilot helps your agents do what they do best: focus on conversations, not the busywork.

Knowledge Base 130

Knowledge Base System Customers Customer relationships 130

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