ECXO

MARCH 6, 2025

Leadership must establish a clear vision for what great customer experience looks like for the organization and articulate why it matters for the companys future. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

NOVEMBER 19, 2024

Application in CX : • Empathy Mapping & Personas : Develop detailed customer personas, similar to how characters are developed in a story. For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor. Implement a referral program or incentivize customer reviews to boost your reputation.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

CSM Magazine

JANUARY 6, 2025

Their customer support philosophy revolves around creating genuine, human connections. Zappos doesnt train their agents to stick to rigid scripts, they empower employees to engage with customers on a personal level. Heres an example: A customer once called Zappos looking to return shoes for her mother, who had recently passed away.

Examples 52

Examples Case Study Study Training 52

InMoment XI

NOVEMBER 26, 2024

Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Experience Investigators by 360Connext

OCTOBER 11, 2024

Gather feedback for continuous improvement : Prioritizing the customer experience means you are listening to customers throughout their journey and looking for ways to make their experience better. For example, do you know how much it costs for each customer service request? Those are expenses to consider.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. A classic example comes from Amazon. Prioritize sales efforts.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

Experience Investigators by 360Connext

DECEMBER 1, 2020

Real-World Examples Of Journey Mapping Use Cases (& the Wins They Deliver): Find Out What’s Happening TODAY with Current State Mapping. Your customers don’t follow your process maps. It was easy to fix and those customers immediately engaged more with the communications they did receive.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. Passive churn occurs when customers don’t explicitly cancel their service. For example, a subscription that ends without renewal or communication from the subscriber. It enhances customer satisfaction.

Customer Retention 195

Customer Retention How To Analysis ROI 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.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

DECEMBER 25, 2024

Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 24, 2024

It excels in creating personalized, data-driven email and SMS marketing campaigns that boost customer retention and drive conversions. Klaviyo integrates seamlessly with e-commerce platforms like Shopify and BigCommerce, allowing businesses to segment customers based on behavior, purchase history, and more.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base? Serving one segment at the expense of the broader customer base can be risky.

Feedback 516

Feedback ROI Innovation B2B 516

Experience Investigators by 360Connext

JULY 17, 2024

Real-World Examples Of Journey Mapping Use Cases (& the Wins They Deliver): Find Out What’s Happening TODAY with Current State Mapping Your customers don’t follow your process maps. It was easy to fix and those customers immediately engaged more with the communications they did receive.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

C3Centricity

MAY 2, 2023

This can lead to increased customer loyalty and positive word-of-mouth advertising. As an example of this, think about Amazon , which is well known for its customer-centric approach. They offer a wide range of products, fast and reliable delivery, and excellent customer service.

Strategy 296

Strategy Customer Centricity Advertising Customer Satisfaction 296

C3Centricity

MAY 12, 2024

With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience. Deliver Exceptional Customer Service Exceptional customer service is the first essential step to plan.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

ECXO

DECEMBER 4, 2024

SaaS Companies – SaaS customer success teams often interact with their clients virtually through emails, video calls, or in-app messages. This interaction can be scaled using automation tools and AI, making it easier to manage a larger customer base. Real-life Examples SaaS Industry 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

FEBRUARY 3, 2025

With CI, you can hyper-personalize campaigns to target only frustrated users in a specific location, or only satisfied customers, and so on. For example, a give us another chance message feels bizarre to happy users but might be just the ticket to regain someone with a negative sentiment.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

InMoment XI

NOVEMBER 18, 2024

Predictive Analytics Predictive analytics models use past historical data, artificial intelligence, and machine learning to make educated predictions about future customer actions, such as likelihood to purchase, churn risk, or response to specific promotions. This approach enables more targeted marketing and product strategies.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

delighted

FEBRUARY 26, 2024

Brands send NPS email surveys after a purchase or interaction to collect customer feedback when the experience (and email) is still fresh in the customer’s mind. In this post, we’ll cover the basics of NPS, best practices, examples, and tips for the most effective NPS email surveys. Customer segmentation. What is NPS?

NPS 99

NPS Examples Tips Net Promoter Score 99

InMoment XI

MAY 14, 2022

A Few Examples from Best-In-Class Brands. Best-in-class brands know if they create a promise, product, and experience that evokes an identity worth aspiring to, customers will pay to align with and even promote it—increasing the lifetime value of the relationship. is another example. Remember the Tiffany example?

Brands 370

Brands Retail Loyalty Competitive Advantage 370

InMoment XI

JULY 7, 2022

When customers are looking for a solution to a problem, they will often turn to a company they trust. For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it. Customer Preference. Great Impact as a Company.

Brands 369

Brands How To ROI Social Media 369

InMoment XI

MARCH 14, 2025

Data-driven decision-making helps you fine-tune agent workflows and adjust staffing levels based on actual customer needs instead of just gut feelings. For example, if youre struggling with long wait times, then you either need your agents to process calls more quickly or you need more agents. Post to your knowledge base?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

eglobalis

JULY 2, 2024

Cultural and Regional Sensitivity : Ensure feedback methods and interpretations are relevant across diverse customer bases. Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

JANUARY 9, 2024

Ultimately, a positive B2B customer experience contributes to customer satisfaction, loyalty, and the potential for long-term partnerships and repeat business. What are Some B2B Customer Experience Examples? How Has the B2B Customer Experience Evolved? Support and service.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

SEPTEMBER 22, 2022

The objective is to increase business outcomes (for example, improving customer experiences ) by reducing defects and improving services and processes. Since collecting and analysing data is at the core of both Six Sigma and CX programs, it struck me that they seem like a natural fit.

Analysis 370

Analysis Analytics Measurement Customer Experience Professionals 370

InMoment XI

MARCH 23, 2025

For example, it can point to highly engaged customersthose actively asking questions about your product in conversationsto help you create an ICP that includes their attributes. This helps you determine how you stack up against the competition and uncovers who your perfect customers are. Do they share the same customer base?

Data 195

Data Touchpoint Effort Score Chatbots 195

Retently

MARCH 11, 2025

Example: If multiple customers report that a pair of jeans runs too small, this needs to be flagged to the product team ASAP in order to update sizing information or adjust the fit in future production runs. Negative reviews that mention shipping issues, product defects, or poor customer service get escalated right away.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ECXO

JUNE 11, 2023

Are you looking to increase referrals or repeat business for example? What can we learn from B2C brands (with business customers)? Higher sales and a more loyal customer base. The buying journey has become more complicated, and longer. Expectations and needs are constantly on the move. The result?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

GetFeedback

JUNE 16, 2019

If you can find a piece of information about the customer somewhere else, for example in your CRM, then it’s best not to ask for that. Using a survey tool with a logic feature can help you cut down on redundant or irrelevant questions by adding or skipping questions based on a customer’s previous answers.

Survey 276

Survey CRM Tips Feedback 276

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. According to experts, about 50% of your customers churn naturally every five years.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

Retently

JANUARY 13, 2025

For example, if a customer shares negative feedback, an automated alert can prompt a personalized follow-up to resolve the issue. This proactive approach turns problems into opportunities, showing customers their concerns matter while strengthening relationships. What Makes It Unique? What Makes It Unique?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

InMoment XI

SEPTEMBER 29, 2022

This is a more extreme example, but you get what we’re trying to say. By having all of your customer data in one place, you can easily access multiple data points from different locations across your organization. Strategy #4: Collect Data Across the Entire Customer Journey.

Banking 370

Banking Retail Data Omni-Channel 370

GetFeedback

APRIL 8, 2019

See below an example of an NPS survey created with GetFeedback. . Based on the score, customers are grouped into one of three categories: Detractors, Passives, or Promoters. Any customer responding 0-6 on the sliding scale is considered a Detractor. You can ask based on actions or a specific timeframe.

NPS 247

NPS Net Promoter Score Effort Score Metrics 247

Lumoa

MAY 21, 2018

If top management see customer experience as a priority, engage and show an example, in most cases, the whole company takes customer experience as a priority as well. Sales The role of Sales, just as the role of Marketing, is enormous in building customer experience, especially the initial impression of the brand.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

Kayako

AUGUST 12, 2022

As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions. As the example above shows, in-person interactions don’t guarantee positive customer engagement via a personalized experience.

Customer Service 296

Customer Service Ecommerce Effort Score e-support 296