eglobalis

MARCH 13, 2025

Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences. Present case studies and industry benchmarks that show measurable gains from CX investments. short-term wins, mid-term process improvements, long-term cultural shifts) to make progress tangible and measurable.

Leadership 235

Leadership B2B B2C Effort Score 235

IntouchInsight

AUGUST 16, 2023

Technology is continuously evolving the way in which consumers interact with brands. And it’s imperative for businesses to keep up with these trends in order to consistently exceed customer expectations.

Consumers 296

Consumers Data Trends Customer Expectations 296

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. Customer Experience and Ease of Doing Business B2B buyers increasingly expect consumer-level simplicity and speed. Making life easier for customers isnt superficialits strategic.

Contact Center 271

Contact Center B2B Competitive Advantage Self Service 271

Kayako

JULY 22, 2022

What is not so simple is tracking and measuring all the different variables that influence customer perception. 70% of consumers want to know what brands are doing to help social and environmental issues, and 46% factor in the brand’s social responsibility efforts during purchase decisions. Discover Kayako Single View.

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

InMoment XI

DECEMBER 17, 2024

Look for Someone Who Understands the Customer Whoever you choose as your customer experience manager should have a strong understanding of the modern consumer and the experiences they are looking to have. In the current business environment, this is a crucial skill.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

BlueOcean

APRIL 7, 2025

Get a short list of the best questions to ask about AI in the contact center regarding: AI Capabilities & Processes Balancing AI & the Human Touch AI Integration & Migration Measuring AI Success AI Use Cases Or, dive right into our full list of effective contact center RFP questions in our complimentary RFP template.

Contact Center 156

Contact Center Self Service Case Study Measurement 156

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. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 456

NPS Feedback Net Promoter Score B2C 456

InMoment XI

NOVEMBER 28, 2022

The other reality is that consumers want to interact with a live person. According to CDP.com, 64% of consumers say access to live people would significantly improve customer experience. There are several problems with how most companies measure first call resolution: It is not measuring total effort to resolution.

Customer Experience 370

Customer Experience Call Center First Call Resolution Chatbots 370

InMoment XI

OCTOBER 30, 2024

McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication. Investing in measures like encryption and secure data storage will help you better protect customer privacy. What are the best Customer Experience Metrics for Insurance Companies to Measure?

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

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. Physical Products: Manufacturing companies produce tangible products or components that are sold to other businesses, which may include machinery, equipment, or consumer goods.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

NOVEMBER 21, 2024

Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead. Get more details about the future of Voice of the Customer analysis and other key insights in our 2025 Consumer Trends Report. Positive word of mouth helps you attract prospects away from your competitors.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. However, Samsung’s influence extends far beyond consumer electronics.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

InMoment XI

NOVEMBER 26, 2024

However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. This often stems from poor internal communication, outdated technology, or inefficient processes.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

C3Centricity

JANUARY 25, 2025

Source ) Their system connects predictive analytics, consumer sentiment analysis, and dynamic segmentation in real-time. Failure #2: Outdated Mental Availability Measurement Byron Sharp’s research at the Ehrenberg-Bass Institute shows that 83% of brands either measure mental availability incorrectly or not at all.

Marketing 156

Marketing Strategy How To Analytics 156

GetFeedback

DECEMBER 21, 2018

consumers say that their go-to channel for simple inquiries is a digital self-serve tool such as a website, mobile app, voice response system or online chat. billion per year due to avoidable consumer switching. consumers say they’d share more personal information with a company that offers a great experience. ( CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

eglobalis

JULY 25, 2024

Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction. According to BCG, leading companies in the USA have adopted advanced digital tools and AI-driven insights to stay ahead of consumer expectations. Let me know your thoughts. Sources McKinsey.

Customer Experience 490

Customer Experience Customer Centricity Innovation Culture 490

InMoment XI

OCTOBER 15, 2024

In its August 14, 2024 ruling, the Federal Trade Commission classifies these reviews as fake or misleading and warns businesses against using them to deceive consumers. Customer AI-generated reviews : Consumers may use AI tools to quickly draft their reviews in order to save time and ensure their feedback is well-structured.

How To 195

How To Feedback Tools Contact Center 195

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. The Importance of Customer Engagement Platforms Today, 70% of consumers expect a response from a customer service team within the same day.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

ECXO

MAY 15, 2023

Complete control enhances trust between brands and consumers and improves engagement and business metrics. Embrace data-driven customer journey activation and measurement Customer journey activation and measurement fall into place once you’ve got a first-party data strategy combined with better customer understanding and process control.

Tips 400

Tips Net Promoter Score Advertising Customer Journeys 400

ECXO

JUNE 19, 2024

From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations, and allowing designers to explore novel concepts more efficiently. This enriched understanding helps designers create products that better meet consumer needs.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

InMoment XI

NOVEMBER 14, 2024

This guides businesses toward strategic decisions based on measurable data. Brand24 Brand24’s tools measure brand awareness and reach, tracking conversations from 25 million online sources to provide insights into consumer sentiment. Share of Voice Measure your brand’s presence relative to competitors.

Tools 195

Tools Social Media Customer Experience Analysis 195

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 Understanding the latest market trends and consumer behavior isn’t just a “nice-to-have” – it’s a game-changer for ecommerce growth. Optimizing Conversion Rates 5. Building Customer Loyalty for Retention 6.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

ECXO

JULY 10, 2024

In healthcare, a single heart rate measurement is insufficient without considering other factors like activity level. Companies like Unilever and Siemens use NPS to assess consumer sentiment and identify product improvement areas. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

MARCH 16, 2022

Let’s scale up and dive into these CX Trends: CX Trend #1: Consumer Comfort Level with COVID Safety Precautions. Safety concerns continue to vary throughout each region and they’ll certainly affect what consumers want in experiences from any brand. But in Canada and the United States , only 51-61% of consumers were comfortable.

Trends 370

Trends Social Media Comparison Loyalty 370

InMoment XI

OCTOBER 29, 2024

If you’re easy to find, contact, and buy from, they’ll become long-term consumers. How Do You Measure Customer Loyalty Analytics? Some businesses measure loyalty by looking at how many customers they have retained. Therefore, CSAT is a useful metric for measuring overall customer loyalty.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

inQuba

MARCH 12, 2025

However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging. This post will explore how to effectively measure and optimize emotional marketing strategies to achieve better sales and customer retention. High engagement indicates strong emotional resonance and interest among viewers.

ROI 52

ROI Customer Retention Connections Measurement 52

Lumoa

FEBRUARY 9, 2023

Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

NOVEMBER 13, 2024

Why it Matters: According to McKinsey , 71% of consumers expect personalized experiences , and 76% feel frustrated when brands don’t deliver. Eliminating Guesswork : Say goodbye to endless size charts or trying to measure yourself with a tape measure. Takeaway : Convenience matters!

Ecommerce 144

Ecommerce Retail Social Media Technology 144

ECXO

MAY 19, 2024

With experience in manufacturing and previous roles in companies that sell directly to consumers, Irina Mostovaya, a Customer Experience Specialist from Finland, shares the lessons learned from operating in B2B CX. In this episode, we explore how to succeed with B2B CX.

B2B 349

B2B Customer Experience Professionals Consulting Measurement 349

Calabrio

MARCH 22, 2025

Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. Strategic Planning, Measurement, and Optimization: None of these call center management activities happen in a vacuumor at least they shouldnt.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

DECEMBER 7, 2022

How Are “Moments That Matter” Measured? In the past couple of decades, it has become more clear that consumers are after more than just the “product” they purchase. For example, many organizations measure call center experiences as a part of their CX program, which is a smart move. How Are “Moments That Matter” Determined?

Analysis 370

Analysis Customer Experience Call Center Experience Call Center 370

InMoment XI

OCTOBER 23, 2024

62% of consumers agree that personalized recommendations are better than general ones. Continuously monitor and improve customer satisfaction through measurement. How Banks Should Measure Customer Experience? Customer Satisfaction Score (CSAT) : CSAT measures how satisfied customers are with specific interactions or experiences.

Banking 195

Banking Customer Experience Effort Score Financial 195

C3Centricity

NOVEMBER 12, 2024

Research from Edelman’s 2023 Trust Barometer shows that 88% of consumers expect businesses to lead with integrity, especially during uncertain times. Build Trust through Leadership Integrity and Transparency In a world where customers have endless choices, trust is invaluable. Source: Edelman.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Consumer Trends Report. ( [link] ). References HubSpot.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

ECXO

JUNE 11, 2023

How do they consume content? How do they consume content? Set clear experience goals – defining clear experience goals will help you measure the success of your experience design. Which metrics should you use to track to measure performance and demonstrate ROI? Which sources of information do they trust?

B2B 390

B2B B2C Touchpoint Customer Journeys 390