eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction.

NPS 453

NPS Feedback Net Promoter Score B2C 453

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. I’d also love to hear your experiences on this subject.

Feedback 511

Feedback ROI Innovation B2B 511

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

ECXO

MARCH 11, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities. Example: A logistics company might use real-time customer feedback to improve delivery scheduling and shipment tracking.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

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. Regular cross-functional meetings can ensure that every department is aligned on customer experience goals.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

JULY 18, 2022

Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. We are going to walk through how different departments can benefit from customer feedback and some examples of how it can be used. 2: Leveraging Customer Feedback in H.R. .

Feedback 369

Feedback Culture eBook Customers 369

eglobalis

JANUARY 7, 2025

The goal is to create low-fidelity prototypes quickly to gather feedback. The emphasis is on creating something users can interact with to provide actionable feedback. By working iteratively and incorporating client feedback, Siemens developed a solution that minimized equipment downtime while improving operational efficiency.

B2B 288

B2B Company Customer Journeys Innovation 288

ShepHyken

DECEMBER 31, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can business use customer feedback to improve the customer experience? How do you leverage customer reviews? What is the best approach to respond to a negative customer review?

Feedback 93

Feedback Customer Service Customer Service Representative Customers 93

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. This helps make the customer real for teams who may not interact with buyers daily.

B2B 339

B2B Customer Journeys How To Effort Score 339

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. In a world where customer expectations are continually evolving, companies that prioritize ongoing improvement can adapt, innovate, and remain competitive.

Customer Insights 296

Customer Insights Feedback Social Media Culture 296

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

DECEMBER 3, 2024

Stages of Customer Experience Maturity Investigate Initiate Mobilize Scale Embed CX maturity starts from a static phase of identifying the first steps and concludes with integrating strong CX practices. The framework encourages continuous evolution to adapt to shifts in customer expectations.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

OCTOBER 30, 2024

Insurance companies that can successfully provide seamless experiences will likely come out on top with a base of satisfied and loyal customers. There are various types of customer experiences in the insurance sector. They expect fast claims processing and personalized health management.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

ShepHyken

DECEMBER 9, 2024

How can negative feedback act as a valuable tool in preventing customer churn? Why should companies prioritize genuine feedback over high survey scores? What are the best practices for creating effective and concise customer surveys? How many chances do customers typically give companies after a poor experience?

Feedback 75

Feedback Effort Score Airlines Hospitality 75

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Thematic

APRIL 8, 2025

Ever wonder how to actually use all that customer feedback you collect? That’s where a strong customer feedback loop process comes in. It typically includes four stages: collecting feedback, analyzing feedback, implementing changes, and closing the loop (following up with customers).

Feedback 62

Feedback Analytics Analysis NPS 62

ShepHyken

MARCH 10, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction?

Customer Expectations 78

Customer Expectations Meeting Net Promoter Score Chatbots 78

InMoment XI

NOVEMBER 21, 2024

As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty. Voice of Customer analysis is a useful system for accomplishing this goal. What Is Voice of Customer Analysis? Voice of Customer (VoC) refers to customer feedback on a business and its offerings.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Introduce loyalty programs to reward long-term customers for their continued use of your banking services.

Banking 195

Banking Customer Experience Effort Score Financial 195

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. What Does Closing the Customer Feedback Loop Mean?

Feedback 62

Feedback Roadmap Effort Score NPS 62

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

ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 4, 2024

The FTC’s Updated Regulations on Reviews and Endorsements In August 2024, the FTC finalized new rules targeting fake reviews , deceptive endorsements, and manipulation of customer feedback. There are tools available that allow businesses to easily solicit reviews from their broader base of customers.

Policies 195

Policies Social Media Guidelines Financial 195

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

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

DECEMBER 10, 2024

Customers may leave due to product dissatisfaction, poor service quality, high pricing, or simply because a competitor offers more value. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Use surveys and social media monitoring to capture insights into customer experiences.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback How To Social Media B2C 195

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

JULY 22, 2024

Did you know that 77% of customers expect to interact with someone immediately when they contact a company during a crisis? The key to navigating these turbulent times lies in capturing and responding to customer feedback as quickly as you can. Real-time feedback during these moments is more important than ever before.

Banking 195

Banking Feedback Social Media Call Center 195

ECXO

NOVEMBER 26, 2024

Cross-training employees ensures that there’s no single point of failure in your customer experience strategy. Collect and Analyze Customer Feedback By regularly collecting and analyzing customer feedback, you can identify pain points and areas for improvement that don’t require a unicorn to solve.

Self Service 334

Self Service Culture Training Analytics 334

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

MAY 3, 2022

And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers. So how do you collect the most valuable feedback from your customers? But what they’re not receiving is actionable feedback to improve further.

Insurance 370

Insurance Tips Data Return on Investment 370

ECXO

AUGUST 19, 2024

By testing different journey scenarios, businesses can identify the true paths customers take and optimize touchpoints, improving overall experience and alignment with customer expectations. customer feedback) for comprehensive insights. The ECXO is an open access CX Professional Business Network.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369