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. In the end, why do we talk so much about NPS?

NPS 456

NPS Feedback Net Promoter Score B2C 456

ECXO

MARCH 6, 2025

Modern VoC platforms can categorize feedback by topic and sentiment, helping CX teams to identify the most frequent pain points across the customer base. Such involvement breaks the barrier between company and customer, reinforcing an outside-in perspective. is necessary to present customers with a coherent experience.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

FEBRUARY 8, 2022

There are endless ways to share customer experience with and inspire your teammates—whether it’s an elevator pitch presentation of why a CX program matters or sending consistent updates of how the program is making impactful changes among your customer base.

Government 243

Government Customer Experience Customers Meeting 243

Comm100

JANUARY 2, 2024

Far from being a distant dream, this technology is already reshaping how businesses interact with their customers. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents.

Customer Service 225

Customer Service Chatbots Customers Interaction 225

InMoment XI

MAY 14, 2022

Understanding where you sit in your competitive universe is important, but unless you know the reasons why consumers choose products or brands, a clear and actionable path to meaningful customer experiences will remain a mystery. Step #3: Engineer a Clearly-Defined—and Customer-Aligned—Brand Identity.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

Customer Bliss

DECEMBER 8, 2017

With a company like Airbnb, which has 2 sets of customer bases to appeal to, customer listening becomes more complex. It’s critical to take the time to thoroughly ensure you’re listening to both the service providers and the customers who rely on these hosts so you can develop a map to suit both needs.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

InMoment XI

JANUARY 9, 2024

Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer. Support and service.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

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 Entertainment Advertising Return on Investment 41

GetFeedback

APRIL 18, 2019

Lastly, one of the key benefits of CX is your ability to align your business’ goals and mission with what the customer base wants and/or needs. Interacting with your stakeholders through constant customer servicing will help you shape your brand into a unique, customer-centric entity on the market.

Customer Experience 274

Customer Experience How To Omni-Channel Customer Centricity 274

AWS Machine Learning

NOVEMBER 21, 2024

The path to creating effective AI models for audio and video generation presents several distinct challenges. The pre-annotation Lambda function can process the input manifest file before data is presented to annotators, enabling any necessary formatting or modifications. Extending Wavesurfer.js

Video 84

Video Training Feedback Policies 84

Lumoa

JUNE 14, 2023

For example, Domino’s, one of the world’s largest pizza chains, was under fire because its customers weren’t happy with the taste of their pizza. For example, in 2008, they launched ‘ My Starbucks Ideas ‘ – an online platform where customers could submit their requests and suggestions.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Lumoa

APRIL 1, 2020

Customer insight strategies allow you to understand who your target customers are, what they want from you and why. With that research-based data right at your marketing team’s fingertips, you can maximize your marketing strategy and present exactly what your customers might be looking for at any given time.

Customer Insights 195

Customer Insights Strategy Customer Journeys How To 195

InMoment XI

SEPTEMBER 20, 2023

Many retailers, including Matalan, The Range, and Boohoo, have a significant number of Passives among their customer base. This presents an opportunity for growth and improvement through targeted investments. Brands like Amazon and Shein tend to polarise opinions, evoking strong reactions from both Promoters and Detractors.

Net Promoter Score 195

Net Promoter Score NPS Retail Trends 195

NICE inContact

APRIL 24, 2019

If you had the choice of selling to a customer base that’s happy or for a company that has a stellar reputation for customer service, compared to the opposite that would be a no-brainer decision. The quality of service customers receive when contacting a business has a direct impact on sales success and company revenue.

Sales 136

Sales Customer Service Conference CRM 136

InMoment XI

FEBRUARY 23, 2024

The main ethos is this: what if we could split our customers into distinct groups—based on specific factors—so we can learn how to market our products to the right people? The 4 Types of Market Segmentation with Examples There are four common types of strategies that businesses use to segment their customer base.

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

Beyond Philosophy

JULY 9, 2020

Some customers have been locked down for two months and others who haven’t. To respond or reimagine your experience today, you should understand how the customer is feeling based on their situation before they walked through your door. It presents an opportunity to use what we call a Golden Question.

Groups 162

Groups Customers Consulting Examples 162

Beyond Philosophy

FEBRUARY 10, 2020

Experience Growth: This type uses the Customer Experience to foster customer-base increases in the organization. By providing an experience that meets the needs of customers and potential customers, the organization increases its sales. An example I use many times in my presentations is our work with Maersk Line.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

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? Enter generative AI: a game-changer for customer success.

Customer Success 52

Customer Success Customer Journeys Loyalty Interaction 52

GetFeedback

JANUARY 7, 2019

Today, 30% of customers expect to find live chat customer service on any company’s website. And as high as 62% of customers expect to chat with a representative via their mobile device. This means a large portion of your customer base that needs support will want to communicate through live chat.

Customer Service 225

Customer Service Survey Feedback Resources 225

CSM Magazine

MARCH 19, 2025

Customer-Centric Approach Companies prioritizing multilingual support will attract and retain a diverse global customer base. Its the present and future of customer support. Continuous AI Improvement AI translation engines are improving rapidly, offering even greater accuracy and adaptability over time.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

ShepHyken

JUNE 18, 2021

Offer Thank You Gifts for Long-Term Customers or Clients. A well-suited gift can have an immediate impact on your clients and customers, but the benefits of sending the present in the first place are long-lasting. Self-heating mugs are the perfect gift for late-night workers. . Never Stop Learning and Building Skills.

How To 152

How To Social Media Financial Training 152

Optimove

OCTOBER 29, 2024

By learning from previous interactions and analyzing behavioral patterns, AI streamlines search results to align with individual preferences, making search not just a function but an optimized, customer-specific experience.

Sports 52

Sports Customer Journeys Touchpoint Engagement 52

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

Customer Bliss

FEBRUARY 12, 2019

Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. . Beloved companies do a set of deliberate things to be the kind of company that customers want to be a part of, and employees can’t wait to be a part of.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

InMoment XI

JULY 16, 2024

They provide social proof, reassuring potential customers about the quality and reliability of a product or service. Conversely, negative comments and low ratings can highlight areas needing improvement, presenting businesses with opportunities to refine their products and services.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

They provide social proof, reassuring potential customers about the quality and reliability of a product or service. Conversely, negative comments and low ratings can highlight areas needing improvement, presenting businesses with opportunities to refine their products and services.

Tips 195

Tips Management Social Media Hotels 195

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

NICE inContact

JANUARY 24, 2019

While a customer is waiting in queue, you can collect all your customer data—from your CRM, support, and other systems, and even from the customer. Your contact center call queues play a critical role in your customer experience strategy. The post What is Call Queuing and Why Does It Matter?

Self Service 152

Self Service Contact Center e-support Call Center 152

TechSee

OCTOBER 31, 2018

Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX). Telecoms are addressing these opportunities by leveraging the vast amounts of data collected over the years from their massive customer base.

Industry 100

Industry Telecommunications Trends Self Service 100

InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. Personalization at Scale One of the standout benefits of AI in CX is the ability to deliver personalized experiences to customers on a large scale.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

Retently

JULY 16, 2024

It generates possible windy discussions and at worst, may undermine the credibility and the entire effort of the Customer Success team. The volatility of NPS means that even small sample sizes or a few negative interactions can skew the results, making it hard to present a clear and accurate picture of overall customer satisfaction.

Net Promoter Score 148

Net Promoter Score Effort Score NPS Customer Satisfaction 148

Customer Bliss

JUNE 6, 2018

Here are the five competencies that I have successfully worked around the world with organizations to deliver – to develop a business growth strategy – and a customer-driven growth engine: In this Competency, the work is to align leaders to make a defining performance metric – the growth or loss of your customer base.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

BlueOcean

JANUARY 22, 2019

On every website they visit and in every email they open, they’re presented with messages that seem perfectly tailored just for them. By breaking down the smoke and mirrors and fostering real connections between your customer base and your customer service teams, your businesses’ reputation can soar.

Consumers 204

Consumers Trends Customer Experience Strategy 204

ijgolding

OCTOBER 25, 2018

While collecting Friday night takeaway is not necessarily the most bleeding-edge example of an omnichannel customer journey, it is one that can operate easily. It’s this type of experience customers are expecting from all brands, at every touchpoint, regardless of what they are buying (e.g., cars, software, apparel).

Customer Experience 167

Customer Experience Customer Journeys Touchpoint Multi-Channel 167

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is the senior leadership present and fully engaged in your visit? Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is the senior leadership present and fully engaged in your visit? Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Is the senior leadership present and fully engaged in your visit? 5. Culture. Is your visit well organized?

Contact Center 159

Contact Center Culture Leadership Engagement 159