ECXO

NOVEMBER 19, 2024

Just like the diverse group of heroes banding together to overcome formidable obstacles, businesses must be prepared to listen to customer feedback, evolve their offerings, and address any issues that arise promptly. This enables a 360-degree view of the customer, allowing for hyper-personalized experiences.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

B2B 339

B2B Customer Journeys How To Effort Score 339

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand. Customer stories and their emotional journeys are especially powerful for connecting with leaders on a human level.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

NOVEMBER 18, 2024

Improved Customer Retention It is no secret that retaining customers is more cost-effective than acquiring new ones. By analyzing customer behavior, you can identify factors that lead to churn, such as delayed purchases, disengagement, or negative feedback.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously. Then, you will want to create automated triggers for each segment.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

NOVEMBER 13, 2024

Proactively monitoring customer health can help businesses cut churn by over 34% for at-risk clients. Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving. For example, you can send gift cards to at-risk customers after their next purchase. It enhances customer satisfaction.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Alida

JANUARY 18, 2022

Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base.

Customer Engagement 246

Customer Engagement Engagement Feedback Customer Base 246

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

GetFeedback

APRIL 3, 2019

The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience. As YETI’s popularity grew, their customer base increased along with it. How does feedback play a role at YETI?

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

ECXO

AUGUST 19, 2024

The company uses A/B testing extensively to refine hardware and software features, gathering feedback on design prototypes to enhance user interaction and satisfaction. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

InMoment XI

SEPTEMBER 21, 2023

Online reputation management is the process of actively monitoring and influencing the way your business is perceived by your customers and the general public. This team should ideally consist of individuals with expertise in social media management, customer service, and public relations. Sounds like a lot, right?

Management 368

Management Social Media Feedback Voice of Customer 368

ECXO

DECEMBER 25, 2024

But meeting these expectations effectively requires companies to truly listen to their customersa fundamental pillar of excellent customer experience. 153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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

InMoment XI

JANUARY 9, 2024

A great customer experience can set your company apart from competitors and help you win and retain clients. Great customer experiences bolster your Customer Lifetime Value (CLV). Great customer experiences improve brand reputation. How Has the B2B Customer Experience Evolved? Support and service.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

eglobalis

SEPTEMBER 16, 2024

At a local level , agile teams should focus on region-specific customer challenges, iterating solutions quickly based on feedback. Foster Proactive Support and Feedback Loops B2B customers need proactive support to ensure their complex needs are met.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. The company dismissed it as a fluke, blaming overly picky customers. Loyal Customers Begin to Leave For years, Apex had a loyal customer base who swore by their gadgets. Thanks for nothing, @ApexGadgets.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

GetFeedback

JUNE 3, 2019

So, the question is: How do you create a customer service survey that draws your customers in and then keeps them interested? The first step is understanding who your customers are—have you already analyzed the different demographics of people that use your product and ask for customer service? Know your customers .

Survey 186

Survey Customer Service Engagement Customers 186

Retently

JANUARY 13, 2025

Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively. Look for tools that allow you to customize surveys to match your branding, tone, and audience preferences. CES data is only valuable if you use it.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

GetFeedback

FEBRUARY 15, 2019

What are your organization’s values and how can they drive the company’s decisions and actions when it comes to its customers? Understand your customer base and target audience. The next step is to understand your customers. Obtain customer feedback. Focus on team training and development.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. A loyal customer is valuable to retailers in a multitude of ways. Step #2: Store Experience.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

Alida

JANUARY 27, 2022

And the only way to get that information is to increase customer feedback and uncover customer truth, which requires intimate knowledge of their likes, dislikes, and issues. However, customers are hard to engage, and collecting survey responses that are representative of your entire customer base is easier said than done.

Feedback 130

Feedback Customers Survey Customer Base 130

InMoment XI

SEPTEMBER 29, 2022

Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions. Retail banks already have access to critical customer data. According to J.D.

Banking 370

Banking Retail Data Omni-Channel 370

SurveySensum

OCTOBER 31, 2024

Are you creating customer engagement in a digital world? What strategies are employed to build lasting relationships with your customers? If you want to discover the answers, then let’s dive deep into an important aspect of customer experience strategy – digital customer engagement. Let’s discover.

Customer Engagement 52

Customer Engagement Engagement Social Media ROI 52

Retently

JUNE 28, 2022

Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. Great feedback? Ask customers to spread their love on social media. They read their feedback, check the high score, pat themselves on the back and move on to other tasks.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Retently

OCTOBER 23, 2024

It’s no longer enough to just sell a product; stores must engage with their audience at every step of the buyer’s lifecycle to ensure an exceptional customer experience. Taking the importance of collecting customer feedback out of the way, where do we start?

Ecommerce 109

Ecommerce Survey Retail NPS 109

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. Explore their emotions, experiences, and perceptions in-depth.

Connections 334

Connections Customer Experience Social Media Analysis 334

InMoment XI

MARCH 14, 2025

High first-call resolution scores are great, but not if the resolution left most customers angry. Conversational intelligence tools are a smart way to engage in sentiment analysis to understand customer attitudes without manually reading and categorizing thousands of entries. But numbers arent enough to paint a full picture.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

PeopleMetrics

FEBRUARY 18, 2025

Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. The real debate isnt about whether to ask for customer input; its about how to do it in a way thats engaging, efficient, and truly insightful. Surveys get a bad rap for two main reasons.

Survey 104

Survey Analysis Culture Feedback 104

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 139

Feedback Effort Score Social Media Customer Satisfaction 139

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. Based on the company ‘’mindset’’ and approach. Continuous improvement: Organisations must continuously evaluate and improve their customer experience. In the end, everything is connected.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Comm100

JUNE 15, 2022

Simply, it refers to how you manage the experience and happiness of your customers across the business, using a range of tools and practices to make life easier for your clients. Launching a customer experience program – What do you hope to achieve? Below is our 4-step plan to launch and brand a customer experience program.

Brands 246

Brands Customer Experience Customer Journeys Net Promoter Score 246

Happy or Not

NOVEMBER 20, 2024

The possibility of collecting customer feedback is one of the most valuable tools for businesses aiming to enhance their user experience (UX) and improve customer satisfaction. Why is customer feedback important? Understanding what makes customers happy (or unhappy) is important in customer feedback.

User Experience 36

User Experience Customer Satisfaction Feedback Customer Experience 36

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

Lumoa

MAY 21, 2018

In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights. Marketing needs to ensure that the customer feedback and insights are utilized across the whole organization, but at the same time its role is not limited to "traditional CX activities".

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Let’s get into the 5 tips and how they can help.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Let’s get into the 5 tips and how they can help.

Tips 195

Tips Management Social Media Hotels 195