ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

MARCH 30, 2025

The Limitations of Traditional Customer Surveys For decades, companies have relied on periodic surveys like NPS and CSAT to gauge customer satisfaction and loyalty. A sudden drop in user engagement or a surge in support contacts can flag an issue immediately. support ticket trends (are issues increasing or decreasing?),

Survey 320

Survey Banking NPS Effort Score 320

InMoment XI

OCTOBER 23, 2024

Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. Modern bank branches are transforming into consultation hubs. Adopt a consultative approach. Unlike traditional banks that simply offer products, you can stand out by offering consultation as well.

Banking 195

Banking Customer Experience Effort Score Financial 195

eglobalis

APRIL 6, 2025

In B2B, value is measured as an exchange : the buyer gains measurable business outcomes, and the supplier earns revenue, access, or loyalty. Risk Mitigation and Assurance In high-stakes B2B engagements, risk aversion is often a silent deal-breaker. Boston Consulting Group , September 28, 2023. The outcome?

Contact Center 272

Contact Center B2B Competitive Advantage Self Service 272

ECXO

DECEMBER 4, 2024

These distinctions arise from the inherent characteristics of their business models, the nature of their offerings, and the way they engage with end consumers. In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

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 507

e-support Innovation Customer Centricity Loyalty 507

Experience Investigators by 360Connext

OCTOBER 29, 2014

After finishing a frustrating contract with a mobile provider, I received a “No Strings Attached” gift for my loyalty, which was a mobile hotspot. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. I didn’t feel appreciated. A little can go a long way.

Poor Customer Service 303

Poor Customer Service Social Media Loyalty Consulting 303

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. They have been asked to make deposits into the relationship bank (through trust, loyalty, etc.) The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. 92% of customers feel a poor service experience decreases their loyalty. 92% of customers feel a poor service experience decreases their loyalty. Justify customer loyalty through excellence – innovate audience interactions. We have been there.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

C3Centricity

FEBRUARY 8, 2025

By tapping into this human desire, Spotifys campaign led to over 30 billion streams , showcasing the power of customer insights in driving engagement and brand loyalty.

Innovation 156

Innovation Leadership Customer Insights Report 156

ShepHyken

NOVEMBER 18, 2024

Know what they want to get and how they want to feel as a result of engaging with the brand. In a competitive market, a strong brand sets a company apart from competitors and creates an emotional connection with customers. ” About: Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting.

Brands 140

Brands Touchpoint Financial Resources 140

Experience Investigators by 360Connext

DECEMBER 17, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Image credit: kodomut via Creative Commons license.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. There was a joke of how to save yourself if you had drifted off and were lost when someone asked you to engage in the conversation.

Engagement 179

Engagement Social Media Sales Loyalty 179

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. appeared first on Customer Experience Consulting.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Experience Investigators by 360Connext

OCTOBER 2, 2014

We feel valued and provide loyalty in return. Even during the recession years of 2007-2012, customer experience leaders averaged double-digit gain in stock performance , besting customer experience laggards by an impressive margin, according to The Watermark Consulting Customer Experience ROI Study. Value to organizations.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Experience Investigators by 360Connext

OCTOBER 22, 2014

According to Wikipedia , the definition of a touchpoint is: Touchpoint (also touch point , contact point , point of contact ) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions. I use online chat to engage. Yes and no, Wikipedia. <- Why?

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Experience Investigators by 360Connext

NOVEMBER 13, 2014

Loyalty: “What’s in it for me?” ” Meanwhile, more than 80% of the survey respondents said retailer loyalty programs influence where they shop. Starbucks ranked well above others in terms of being a “great loyalty program.” This is another type of reassurance for customers.

Customer Confidence 279

Customer Confidence Report Retail Loyalty Programs 279

eglobalis

SEPTEMBER 11, 2024

When employees are engaged, empowered, and aligned with the company’s mission, they are more likely to go above and beyond in meeting customer needs, often coming up with creative solutions to enhance the customer journey. Furthermore, the employee experience plays a crucial role in sustaining innovation.

Innovation 444

Innovation e-support Culture Customer Centricity 444

C3Centricity

JUNE 8, 2020

While I agree with the importance of relationships, I believe that what we should be talking about is engagement. Brands that have a high following and loyalty, have found a way to consistently engage their fans and keep them coming back. Brand #Marketing #Engagement Click To Tweet. Loyalty is never really Won.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

Experience Investigators by 360Connext

DECEMBER 15, 2014

This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. Loyalty is earned by brands that personalize and deliver a meaningful experience for customers.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Photo credit: Hkuchera via Creative Commons license.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

Customer convenience is continuing as a key driver in loyalty , but the desire to get things done conveniently is not new. Convenience creates loyalty online. But convenience online only translates to more loyalty if the experience delivered in real life exceeds expectations, too. We started to bank via drive through in 1946!

Ecommerce 282

Ecommerce Banking Loyalty Retail 282

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. You cannot create, or sustain, customer loyalty behavior without committed employees.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

Kayako

MAY 30, 2017

“But you don’t have to accept that,” says author and consultant Steven van Belleghem, in this talk What If Customers Became Friends? Van Belleghem says the secret to loyalty is conducting business from the heart, helping people, and always doing the right thing. Customer loyalty programmes…why bother!

Loyalty Programs 184

Loyalty Programs Self Service e-support Video 184

Experience Investigators by 360Connext

OCTOBER 13, 2014

Proactive participation in your customer’s experience will pay dividends in loyalty, advocacy and word-of-mouth marketing. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Examine what experience your customers are walking through today and map that to the ideal.

Customer Experience 301

Customer Experience Social Media Consulting Employee Engagement 301

Experience Investigators by 360Connext

DECEMBER 29, 2014

She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer. She can lipread but tweet her first @Anne Reuss More Posts - Website Follow Me: The post 10 Must-Reads for a Better Customer Experience in 2015 appeared first on Customer Experience Consulting.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Experience Investigators by 360Connext

DECEMBER 31, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Image credit: jurvetson via Creative Commons license.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

Experience Investigators by 360Connext

OCTOBER 9, 2014

” Creative agencies, smart consultancies, and business analysts are all coming to the same realization. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. appeared first on Customer Experience Consulting. It’s very encouraging to see.

Social Media 279

Social Media Customer Experience Professionals Consulting Employee Engagement 279

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Social Media 282

Social Media Study Consulting Customer Engagement 282

Experience Investigators by 360Connext

DECEMBER 8, 2014

Loyalty one month can be challenged the next by outside influences. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Journeys 252

Customer Journeys Social Media Loyalty Consulting 252

InMoment XI

OCTOBER 5, 2022

And when employees are fully engaged and satisfied with their job, it shows. The question is, then, “What is the critical element to helping employees engage in their work?” It’s called motivation, and you can’t have engagement without it. It’s called motivation, and you can’t have engagement without it.

How To 370

How To Feedback Customer Centricity Strategy 370

rethinkCX

FEBRUARY 13, 2025

Companies that prioritize exceptional customer experiences enjoy higher customer retention, increased brand loyalty, and improved revenue growth. This includes everything from browsing your website to engaging with customer service representatives and receiving post-purchase support. Identify pain points and areas for improvement.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Strategy 52

Experience Investigators by 360Connext

OCTOBER 6, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

OCTOBER 20, 2014

When we speak of employee engagement and happy workplaces, we often leave out the customer. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. appeared first on Customer Experience Consulting. And yet no matter how much data we collect, we are human.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

NOVEMBER 3, 2014

As a customer, it hurts to be neglected or ignored after investing your own loyalty in a brand you believe in. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. It’s time to shop around for price. I’ve been on both sides of this coin.

How To 271

How To Leadership Social Media Consulting 271

Experience Investigators by 360Connext

OCTOBER 6, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289