GetFeedback

DECEMBER 21, 2018

Unhappy customers are more likely to leave, and when they do, they take a piece of your business with them. More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

JANUARY 9, 2024

B2B (business-to-business) transactions often involve ongoing relationships and partnerships. Effective customer experience management helps build and maintain strong, long-term relationships by meeting the needs and expectations of your business customers consistently. What is B2B Customer Experience?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

MAY 14, 2022

There are, however, steps organizations can take right now to begin building nearly unbreakable customer relationships. Step #1: Listen to Your Customers (and Understand What They’re Saying and Feeling ). Most brands have formalized listening channels to track customer satisfaction in real time.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

eglobalis

AUGUST 13, 2024

The company’s deliberate pace of innovation ensures that each product release meets high standards of quality and reliability. Brand Loyalty: Samsung: While Samsung enjoys a large customer base, its brand loyalty does not match that of Apple. Apple: Apple’s brand loyalty is legendary.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

Kayako

AUGUST 12, 2022

Meetings and classrooms shifted to Zoom almost overnight. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers still want personalized service even if they aren’t coming into the store. How To Provide Personalized Customer Service?

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Kustomer

SEPTEMBER 6, 2022

In this post, we’ll be taking a look at an approach to customer relationship management (CRM) that places social media and the data it can create front and center of efforts to build and develop strong relationships with your customers. What Is Social Data? What Is Social CRM? Free to use image sourced from Pexels.

Customer Relationship Management 96

Customer Relationship Management Customer relationships Social Media CRM 96

Comm100

APRIL 2, 2024

Improving CSAT score is not just about boosting a number; it’s about enhancing the customer experience. A higher score is indicative of successful customer interactions, suggesting that your offerings meet or exceed expectations. Now let’s explore how to improve CSAT score with a 6-step strategy.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. Optimize outcomes for diverse customer bases.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62

InMoment XI

SEPTEMBER 9, 2024

Essentially, a customer experience consultant dives deep into your customer interactions, analyzes data, and helps you craft strategies that not only meet but exceed customer expectations. It’s about making sure every interaction adds value and strengthens the customer relationship.

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

InMoment XI

OCTOBER 31, 2023

This multifaceted approach is essential for meeting the ever-evolving needs and expectations of today’s customers. With the advent of omnichannel customer experience programs and increasing customer demands, effective call center management has become more challenging and pivotal than ever before.

Call Center 195

Call Center Strategy Management First Call Resolution 195

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business.

Connections 334

Connections Customer Experience Social Media Analysis 334

Experience Investigators by 360Connext

APRIL 23, 2024

If you have customers, then they’re having an experience with your brand, your products, and at every step in their journey. Customer Experience Management (CEM) is a strategic approach that focuses on proactively designing and delivering the entire customer journey to meet or exceed expectations. Strategy First.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

TechSee

SEPTEMBER 21, 2021

million customers cancelling their subscriptions during the first quarter of 2021. But on the other hand, this loss of customer base has primarily been from low-margin video subscribers, which has effectively shifted the industry’s customer mix to more profitable broadband customers. .

Self Service 41

Self Service Advertising Entertainment Return on Investment 41

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Customer Experience in E-commerce Trend Predictions for 2023. Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base.

e-support 195

e-support Customer Experience Social Media Chatbots 195

CSM Magazine

MARCH 27, 2025

A personalized and thoughtful messaging strategy ensures that every interaction leaves a positive impression, strengthening your relationship with every customer. Personalization and Customization Leverage Customer Data: Use analytics and customer history to make your messages tailored and contextually relevant.

Chatbots 52

Chatbots Guidelines Social Media Omni-Channel 52

Retently

MARCH 11, 2025

How can support teams be prepared to assist customers with this new item? By bringing the customers voice into the product development process, a CX Manager helps create experiences that meet expectations from the start. Testing a points-based loyalty program where customers earn discounts on future purchases.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer relationships Customer Journeys 52

ChurnZero

NOVEMBER 8, 2024

During my time leading HubSpot’s global customer success strategy, we faced a challenge I know many of you are all too familiar with: how do you retain and grow a rapidly expanding customer base without sacrificing the human connection that drives long-term loyalty? Every customer interaction is an opportunity to drive value.

Customer Success 52

Customer Success Customer Journeys Loyalty Interaction 52

Gainsight

DECEMBER 18, 2024

Thats where a Customer Success Platform (CSP) comes inthe post-sales companion to your CRM that drives retention so that your business can sustainably grow. The Power of Outcomes At the heart of every customer relationship lies a simple question: Are we delivering value?

CRM 52

CRM Customer Journeys Sales Customer relationships 52

InMoment XI

AUGUST 1, 2024

Better Product Development : Sentiment analysis provides valuable feedback on customer preferences and pain points related to products and services. This information is important for informing product development and innovation, allowing businesses to make data-driven decisions and create offerings that better meet customer needs.

Measurement 195

Measurement Effort Score How To Hotels 195

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this?

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

Gainsight

MARCH 31, 2025

No team is better positioned to help find quick revenue wins like the Customer Success (CS) team. As experts in customer relationships, CS professionals know what accounts are ready to expand their investments, plus who on the account will advocate for your organization. Thats where automation becomes critical.

Customer Journeys 52

Customer Journeys Strategy Effort Score B2B 52

Happy or Not

NOVEMBER 20, 2024

Let’s explore how collecting customer feedback through surveys, kiosks, online reviews, or direct conversations can transform the user experience and help with customer relationship management. Why is customer feedback important? Satisfied customers are more likely to remain loyal, boosting customer retention.

User Experience 36

User Experience Customer Satisfaction Feedback Customer Experience 36

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey.

CRM 96

CRM Customer relationships Customer Success Exercises 96

CX University

JANUARY 2, 2025

If your competitors adapt faster to meet customer demands, you risk falling behind or being overstretched to keep up. Success hinges on meeting the expectations of an increasingly empowered customer base that demands immediacy, personalization, transparency, reliability, trust, and innovation.

Customer Journeys 52

Customer Journeys Customer Centricity Culture Innovation 52

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

ECXO

SEPTEMBER 30, 2024

They are committed to creating culinary perfection, ensuring every dish meets the restaurant’s high standards. This misalignment can cause friction, as sales may push for immediate solutions that internal teams are not ready to deliver, leading to rushed or incomplete customer offerings.

Sales 156

Sales Customer Experience Innovation Culture 156

CSM Magazine

OCTOBER 29, 2024

The Importance of Regulatory Compliance in Customer Service Regulatory compliance is increasingly essential to customer satisfaction, particularly in industries where transparency, trust, and ethics are priorities. This approach not only helps in adhering to regulations but also supports customer satisfaction and loyalty.

Measurement 52

Measurement Customer Service Hotels Policies 52

West Monroe

JUNE 27, 2023

In an environment characterized by increasing interest rates and economic uncertainty, banks must address the interconnected threats of deposit runoff and uncertain loan portfolio returns to meet performance expectations.

Banking 52

Banking Customer relationships Strategy Management 52

West Monroe

JUNE 27, 2023

In an environment characterized by increasing interest rates and economic uncertainty, banks must address the interconnected threats of deposit runoff and uncertain loan portfolio returns to meet performance expectations.

Banking 52

Banking Customer relationships Strategy Management 52

West Monroe

JUNE 27, 2023

In an environment characterized by increasing interest rates and economic uncertainty, banks must address the interconnected threats of deposit runoff and uncertain loan portfolio returns to meet performance expectations.

Banking 52

Banking Customer relationships Strategy Management 52

Retently

OCTOBER 23, 2024

Shopping Cart Abandonment Follow-up – Key Takeaways: Survey Type : Short Poll (Multiple Choice or Open-ended) / Quiz Purpose: Understand why customers abandon their cart and gather suggestions to improve the checkout process. Use NPS scores to monitor long-term loyalty patterns and proactively enhance customer relationships.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Horizon CX

DECEMBER 1, 2023

The company’s customer-centric approach has been a cornerstone of its success, contributing to its goal of becoming the world’s most customer-centric company. Strategic Milestone: Amazon’s emphasis on customer satisfaction directly contributes to its strategic milestone of market leadership.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Totango

JULY 5, 2022

As a customer success leader, it’s important to ensure resources are focused on delivering value and creating exceptional customer experiences, while also keenly identifying any potential opportunities for revenue and expansion. Identify At-Risk Customers . They are a function of the overall customer experience.

Customer Success 104

Customer Success Net Promoter Score Effort Score How To 104

GetFeedback

SEPTEMBER 14, 2018

Fixing problem areas in your customer experience can yield the greatest benefits, including increased growth around revenue and customer advocates. In this post, let’s take a deeper look at the role customer effort plays in retention and churn, as well as how you can measure this throughout the course of a customer relationship.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

ShepHyken

DECEMBER 9, 2022

And how can you make sure that your customer journey meets or exceeds those expectations? . Customers want to be able to reach a live person when they need assistance. And, perhaps most importantly, they want to feel like they’re valued as a customer. . How to align your customer journey with brand expectations

Customer Journeys 125

Customer Journeys Brands Sales Contact Center 125