eglobalis

MARCH 30, 2025

The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management. The Limitations of Traditional Customer Surveys For decades, companies have relied on periodic surveys like NPS and CSAT to gauge customer satisfaction and loyalty.

Survey 317

Survey Banking NPS Effort Score 317

InMoment XI

OCTOBER 23, 2024

With many customers considering switching banks, a positive customer experience can be the deciding factor in retaining them. Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. Modern bank branches are transforming into consultation hubs.

Banking 195

Banking Customer Experience Effort Score Financial 195

CloudCherry

SEPTEMBER 23, 2019

Whether a customer is ‘shiny and new’- a phrase used by this week’s ‘Sweets of CX’ guest, Jeannie Walters – or a loyal, long-time supporter of your brand, it’s all about keeping the healthy relationship going. THAT’s where you start building loyalty.’. So, where do we begin? Request a demo.

Customer Retention 150

Customer Retention Customer Journeys How To Consulting 150

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. Apple: Apple’s brand loyalty is legendary.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

ECXO

DECEMBER 4, 2024

This comparative analysis delves into the nuances of customer success strategies in these two sectors, highlighting key differences in implementation, measurement of success, and overall impact on customer satisfaction and loyalty. It indicates the level of customer satisfaction and loyalty towards the software product.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

eglobalis

DECEMBER 4, 2024

Example: IBM combines AI insights from Watson with its global consulting teams to deliver tailored solutions for clients. Watson provides the data, but IBMs consultants interpret and implement it based on nuanced customer requirements. This human-led initiative strengthens customer retention and drives revenue growth.

B2B 419

B2B Culture Government Innovation 419

rethinkCX

FEBRUARY 13, 2025

Introduction Customer experience (CX) is a critical factor in business success. Companies that prioritize exceptional customer experiences enjoy higher customer retention, increased brand loyalty, and improved revenue growth.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Strategy 52

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention. that gives you five pillars to leverage and drive loyalty.

B2C 124

B2C Customer Retention Brands Strategy 124

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

InMoment XI

OCTOBER 7, 2021

In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. customer contact center call, product purchase experience, etc.), customer retention and customer loyalty) can take months or years to show effects.

Effort Score 370

Effort Score Measurement Trends Customer Retention 370

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

One Millimeter Mindset

MARCH 9, 2021

An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. Because professional proactivity is central to a cross-functional customer retention strategy. You know this. I know this. We all know this.

Customer Retention 102

Customer Retention Strategy Leadership Innovation 102

InMoment XI

JULY 24, 2024

This blog post explores what CX services are and why more and more companies are turning to expert CX consulting services to enhance their interactions with customers and drive loyalty. What Are Customer Experience Services? Improved ROI : Enhanced customer satisfaction and loyalty leading to increased revenue.

Technology 195

Technology Customer Experience ROI Consulting 195

Northridge Group

JANUARY 28, 2025

Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs.

Management 64

Management Consulting Customer Retention Loyalty 64

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures. While customer acquisition and lead conversion are integral parts of growing a SaaS business, with time, retention and renewals gain equal and eventually greater importance.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Joe Rawlinson

JULY 24, 2019

Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more? Real-Time Customer Support.

Loyalty 107

Loyalty Sales First Call Resolution Rewards Programs 107

TechSee

JUNE 16, 2022

At Gartner, Michelle is a cross-practice leader of emerging theme, Digital Twin of a Customer, a co-leader of Total Experience (Top Strategic Technology Trend), and the industries lead for CX CORE (Customer Organization Relationship Experience). Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX). Book a free demo today to learn more.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Keeping Customers results in a high increase in value.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ijgolding

SEPTEMBER 18, 2014

We have been more than willing to furnish a consultant’s letter to confirm the above and his inability to travel. Channels Communication Channels Customer retention and loyalty Recovery Social Media Travel accessible Aer Lingus Brian Ward customer empathy customer experience emotional facebook functional Ryanair'

Airlines 211

Airlines Travel Social Media Course 211

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

One Millimeter Mindset

JULY 31, 2019

What do your customer retention stories sound like? Can you rely on the same stories you told to acquire new customers, to also retain them? Customer retention stories involve more than just how your products, features and services play out, over time. Then, take action here. is available on Amazon.com.

Customer Retention 75

Customer Retention Sales Customers Software 75

One Millimeter Mindset

NOVEMBER 26, 2018

Ever think that your organization’s or association’s customer retention strategy may actually function as a customer churn strategy? First, assuming that you have a customer retention strategy in place, when is the last time you did a forensic analysis of strategy effectiveness? I’m so honored!

Customer Retention 73

Customer Retention Strategy Innovation Customers 73

One Millimeter Mindset

NOVEMBER 19, 2018

Innovative customer retention should not be a rare occurrence. However, in many organizations, innovative is the last thing customers expect. First of all, customers continuously re-evaluate why they do business with us. And third, our actions consistently fall short of customer expectations. Here’s why.

Customer Retention 73

Customer Retention Innovation Social Media Customers 73

Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? A customer isn’t a customer until they purchase something from you, right?

Engagement 179

Engagement Social Media Sales Loyalty 179

Beyond Philosophy

MARCH 19, 2019

However, your customers tell the story, innovative service is the way to earn a customer’s loyalty. We had a guest that explained why Innovative Service is crucial to Customer Experience on our recent podcast. Bell also helps many Fortune 100 companies implement innovative customer-centric strategies.

Innovation 135

Innovation Customer Centricity NPS Loyalty 135

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 139

Customer Service Customer Retention Customer Service Strategies Infographics 139

GetFeedback

MARCH 4, 2019

Similarly, if a customer switches channels when reporting the same problem, he or she won’t need to repeat it. times greater annual increase in customer retention that those who don’t and improve customer satisfaction rates by 55% comparatively to others. improve customer retention. Customer interaction.

Social Media 186

Social Media Omni-Channel Advertising Customer Retention 186

Middlesex Consulting

JANUARY 16, 2024

At Middlesex Consulting, we define customer value as the buyer’s perception of tangible (economic) and/or experiential (emotional) net […] The post Customer Value and Loyalty are Interchangeable and Fragile appeared first on Middlesex Consulting.

Loyalty 78

Loyalty Consulting Customers Company 78

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Shocker, right? Real Benefits with Real-Time Support.

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Follow her today on Twitter to make sure that your company is doing everything it can to improve the experience and the lives of its customers.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Beyond Philosophy

NOVEMBER 6, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Lumoa

MARCH 12, 2023

Improving your CX can result in: Better customer retention. 81% of customers make a second purchase after a great experience. Higher brand loyalty. 95% of customers report that customer experience is essential to brand loyalty. Improving your customer experience always pays off for your business.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

One Millimeter Mindset

DECEMBER 12, 2018

Customer retention is a business growth, expansion and sustainability strategy. However, in reality, customer retention is firmly in the hands of everyone else in the organization who usually is not part of the customer acquisition process. Retaining Customers involves All Hands on Deck.

Customer Retention 63

Customer Retention Consulting Customers Sales 63

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115