ECXO

MARCH 12, 2025

The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. Marketing & Customer Experience: How to Tap into the Unconscious Mind 1. Customers dont just buy brands.

Consumers 293

Consumers Customer Experience Fashion Brands 293

ECXO

NOVEMBER 26, 2024

Build a Customer-Centric Culture Rather than depending on individual heroes to save the day, focus on building a customer-centric culture across the organization. For example, marketing, product, and support teams can collaborate to address customer pain points holistically.

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

FEBRUARY 3, 2025

A prime example is the medical device giant Medtronic, which has a very sharp and well-oiled culture , but it is another topic. By adopting similar AI-powered customer data platforms (CDPs), your company can segment B2B audiences and deliver personalized marketing messages, enhancing customer retention and satisfaction.

B2B 391

B2B Customer Journeys Customer Experience Chatbots 391

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. Sales and delivery teams provide invaluable data through regular customer interactions. Training programs and employee enablement strategies are crucial.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

ECXO

NOVEMBER 19, 2024

Behavioral Segmentation : Instead of generic mass marketing, segment customers based on behavior (like past purchases, browsing patterns, etc.). Encourage collaboration among employees from different departments, such as marketing, customer support, product development, and sales. This can lead to continuous CX improvements.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. Sales and Delivery Teams : Providing invaluable data through regular customer interactions. Aligning and transforming culture is an ongoing effort involving the entire company.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

CloudCherry

AUGUST 19, 2019

They also expect companies to go beyond top-notch CX during the sales process to create customer delight throughout the entire lifecycle. That means providing the same great experiences to existing customers, even when large amounts of money or huge sales numbers aren’t on the line. Request a demo.

Customer Centricity 218

Customer Centricity Culture Data Insurance 218

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

InMoment XI

DECEMBER 17, 2024

It is common to see a wide range of candidates succeed in the role of CX managerfrom Salesforce Administrators to Senior Sales Operations professionals to Customer Success or Customer Experience/Voice of the Customer leaders. Even marketing professionals have successfully led CX operations efforts.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

C3Centricity

FEBRUARY 8, 2025

McKinsey’s latest research reveals that companies effectively combining these three elements outperform their peers by an astounding 85% in sales growth and more than 25% in gross margin. McKinsey reports that companies using customer insights for decision-making are 60% more likely to achieve above-market growth rates!

Innovation 156

Innovation Leadership Customer Insights Report 156

eglobalis

APRIL 15, 2025

Salesforce routinely pilots features with top clients before market release. ABB contributed robotics use cases; Ericsson brought real-time communication tech. Together, they created wireless automation frameworks that neither could have built alone. These clients influence UX, workflow, and even underlying logicensuring real-world relevance.

Contact Center 279

Contact Center B2B Innovation Automotive 279

C3Centricity

APRIL 2, 2018

What’s your gut response to the title question about eliminating Market Research Departments? Yes, if it is the traditional market research department. Who better than market research to help in its analysis? Impact and truth culture. 10 Steps to Reinventing Your Market Research Department. It depends?

Handbook 275

Handbook Marketing ROI Social Media 275

Customer Bliss

JUNE 6, 2018

Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. Asking, how do we build a learning organization in a culture of continuous improvement? Eric knew that changes had to be integrated into the culture and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

ECXO

APRIL 18, 2024

Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture. Jose faced many challenges in his quest to bring a customer-centric culture to TechEase. The power of example Jose’s relentless efforts to create a customer-centric culture began to inspire others.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

ECXO

DECEMBER 25, 2024

It can feel like a tug-of-war, where the push to scale revenue, grab a bigger slice of the market, and stay ahead of the competition sometimes clashes with the time, effort, and resources required to ensure customers feel valued and satisfied. Foster a culture where employees feel valued and motivated to deliver exceptional service.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

C3Centricity

MARCH 18, 2020

Marketing is a great profession and the marketing 5Ps is the code by which we live. I’ve worked in or with marketing teams for almost my whole career and I am passionate about brand building. From the outside, others see marketers as those who come to work late and seem to party all night. Not often enough in my opinion.

Marketing 240

Marketing Advertising Brands Consumers 240

ECXO

SEPTEMBER 30, 2024

Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations.

Sales 156

Sales Customer Experience Innovation Culture 156

QuestionPro Audience

JANUARY 19, 2017

Given that consumers are ingrained in a culture driven by rewards, attractive incentives in exchange for responses has become the newest expectation. Our society has become rewards-driven in business, commerce, and our day-to-day; incentives are embedded within our society so much so that it has become a part of culture and expectations.

Survey 323

Survey Advertising Culture Loyalty 323

ECXO

JANUARY 21, 2025

It had advanced features no other product on the market offered, but it came with two glaring issues: 1. Sales of the ApexSmart 5000 plummeted. Max finally started to notice the declining sales numbers, but he was convinced it was just a temporary setback. Its a crowded market, he told his board of directors.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

InMoment XI

JULY 18, 2022

In order to win in a competitive market, all departments need to have a sense of ownership in the customer experience. Where customer feedback can help with these responsibilities is by promoting an internal culture that puts the customer at the center. It will also help you build a high sales potential.

Feedback 369

Feedback Culture eBook Customers 369

ECXO

JUNE 23, 2024

It also provides invaluable insights into customer behavior and feedback, which can inform product development, marketing strategies, and overall business decisions. This dual focus helps in aligning the product with market needs, ultimately driving sustainable growth. It should be a company-wide culture.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

GetFeedback

JANUARY 21, 2019

A successful content marketing strategy relies on good customer feedback. In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed. In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed.

Survey 210

Survey Marketing How To Infographics 210

ECXO

APRIL 24, 2024

These models are formed through personal experience, education, and culture, which means what one person perceives as complex might be perceived as very simple by another. When we make decisions, we use mental models that are essentially internal representations of our understanding of reality. What If I Have a Small or Medium Business?

ROI 317

ROI B2B Software System 317

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.

e-support 512

e-support Innovation Customer Centricity Loyalty 512

Integrity Solutions

MARCH 11, 2025

Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year.

Sales 52

Sales How To Metrics Training 52

Experience Investigators by 360Connext

OCTOBER 17, 2018

We aim for an exceptional “journey” for our customers but are only referring to marketing. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Culture is so much more than a buzzword! Is that odd? My 3 buzzwords: Engagement.

Leadership 283

Leadership Culture Customer Centricity Report 283

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. There is a significant opportunity for firms like Capgemini to increase market share by adding value in ways competitors don’t. Embedding a client focus starts with your culture.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Lumoa

MAY 21, 2018

As you see, in most companies, marketing takes care of customer experience as a whole. Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. Marketing is about creating brand experience.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

Experience Investigators by 360Connext

JULY 9, 2024

Dive into the fascinating world of AI in the fashion industry, where artificial intelligence is transforming design, marketing, and personalization. Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture.

Fashion 284

Fashion B2C Hotels Insurance 284

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Personas are often used in marketing and sales efforts, and those names apply to those types of personas. Personas are often based on research, including customer segmentation and market research data. Behaviors and attitudes are different from place to place, culture to culture. and refer to pronouns as “they.”

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. This has resulted in an increase in sales and customer satisfaction. How do they consume content?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

InMoment XI

MAY 10, 2022

Work toward a culture of centered on employee engagement and provide your staff with regular training, feedback, and incentives to encourage consistently excellent performance. While this may be true in some markets, many consumers are willing to pay more if they feel the price matches the product’s quality. Step #5: Loyalty Programs.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer experience starts with a strong customer-centric culture, and that tone is set from the top.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

C3Centricity

JUNE 28, 2018

What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. Let’s start at the beginning; marketers, what opportunities are there so that you can keep your job? Why is this?

Marketing 249

Marketing Brands Analysis ROI 249