TechSee

OCTOBER 21, 2020

Now, several months into the pandemic, we thought we would take a second look to see if time or adaption to the new normal had shifted the answer of what do customers expect from service providers during COVID-19. Survey Results: What Customers Expect of Service Delivery during COVID-19.

Customer Expectations 207

Customer Expectations Survey Consumers Innovation 207

InMoment XI

NOVEMBER 21, 2022

Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones. In fact, returning customers spend 67% more than first-time buyers.

Loyalty 195

Loyalty How To eBook Social Media 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn’t quite meet those expectations.

Customer Expectations 143

Customer Expectations Customer Experience Customer relationships Customers 143

InMoment XI

MAY 17, 2024

Maintaining customer loyalty has become increasingly challenging in today’s digital-first environment. In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX) were discussed.

Loyalty 195

Loyalty Brands Net Promoter Score Omni-Channel 195

eglobalis

NOVEMBER 3, 2024

Embrace Organizational Self-Discovery Understanding a company’s unique identity is essential for crafting a CX strategy that not only resonates but also drives loyalty and differentiation in the marketplace. Encourage Employee Empowerment Employees are the frontline ambassadors of a company’s brand and values.

B2B 483

B2B Culture Innovation Loyalty 483

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. By exploring these aspects, we aim to understand why Samsung leads in design, why Apple enjoys unparalleled brand loyalty, and the challenges both companies face in the future.

e-support 471

e-support Innovation Customer Centricity Loyalty 471

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. In the end, why do we talk so much about NPS?

NPS 413

NPS Feedback Net Promoter Score B2C 413

Bill Quiseng

APRIL 1, 2022

QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You were happy because, in the end, you met their expectations and they were satisfied. Or you solved their problem for them.

Customer Expectations 183

Customer Expectations Meeting Company Customers 183

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 362

Customer Experience Social Media Analytics Chatbots 362

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

DECEMBER 11, 2024

Experimentation helps companies determine which personalization strategies such as customized emails, product recommendations or loyalty programs resonate most with their customers. By continuously refining these strategies based on experimental data, businesses can enhance personalization efforts and drive customer loyalty.

Customer Journeys 302

Customer Journeys Effort Score Omni-Channel Social Media 302

eglobalis

FEBRUARY 24, 2025

AI offers powerful real-time data, but its human strategy that ensures alignment with long-term customer success in B2B ecosystems. B2B customer expectations are always evolving. Customers expect empathetic solutions, not rigid, machine-driven responses. Continuous adaptation required. CX is not going anywhere.

B2B 251

B2B Culture Innovation Loyalty 251

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. Introduction We’re not here to drive the final nail into the coffin of NPS.

NPS 377

NPS Net Promoter Score Effort Score Metrics 377

InMoment XI

MAY 14, 2022

The customer stories shared at various touch points throughout the customer journey not only capture the thoughts, feelings, and attitudes within each unique experience, but confirm the congruence—or lack thereof—between customer expectations and the reality of the experience delivered. Retail Pharmacy.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

InMoment XI

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. 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. 5 Ways to Build Customer Loyalty in Retail.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

C3Centricity

AUGUST 20, 2024

As we all know, customer satisfaction is no longer enough to secure brand loyalty – if it ever was! Companies must strive to go beyond mere satisfaction and aim to delight their customers. However, research shows that satisfied customers are not necessarily loyal customers.

Loyalty 156

Loyalty Measurement Brands Net Promoter Score 156

ECXO

AUGUST 19, 2024

Benefits of Experimentation in CX Programs Boosted Customer Satisfaction : By testing different approaches to customer interactions, businesses can discover the most effective strategies for enhancing satisfaction. Continual refinement ensures that customer needs are met more efficiently, leading to increased loyalty and satisfaction.

Customer Journeys 368

Customer Journeys Customer Experience Net Promoter Score Effort Score 368

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 410

Strategy Customer Experience Net Promoter Score Customer Centricity 410

eglobalis

DECEMBER 17, 2024

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. This nuanced understanding allows leaders to implement targeted improvements, driving loyalty more effectively than NPS’s static score alone.

Net Promoter Score 294

Net Promoter Score Effort Score B2B NPS 294

ECXO

NOVEMBER 19, 2024

The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. For businesses, this translates into the need to build strong relationships with customers.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

GetFeedback

DECEMBER 21, 2018

Only 19% of businesses report that they have a dedicated customer experience team to manage the experience. ( Genesys ). 30% of consumers are switch providers because they feel that there is no reward for loyalty. 30% of consumers are switch providers because they feel that there is no reward for loyalty. CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

FEBRUARY 13, 2024

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges. We look candidly at the real-world repercussions of failing to fulfill promises.

Customer Expectations 143

Customer Expectations Customer Experience Strategy Course 143

ECXO

JULY 29, 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 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

MAY 3, 2022

In our 2022 Experience Trends Report we discovered that Gen Z customers and employees in the U.S. It just means we need to evolve with customers’ expectations. If they don’t believe your business is improving customer satisfaction efforts overtime, then their loyalty will dwindle.

Insurance 370

Insurance Tips Data Return on Investment 370

ECXO

AUGUST 12, 2024

By strategically deploying MarTech, businesses in APAC are achieving exceptional customer satisfaction, growth, and loyalty. Continuous Personalization: Personalization engines and AI tools enable real-time customization, meeting customer expectations at every touchpoint.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

InMoment XI

OCTOBER 28, 2021

In my previous role leading customer experience for Hertz, I was also responsible for Voice of the Customer, CRM, and Loyalty. We also had a Customer Experience Council to engage the rest of the organization. At InMoment, our Continuous Improvement Framework has 5 stages: Design Listen Understand Transform Realize.

CRM 370

CRM Airlines Government ROI 370

ECXO

OCTOBER 7, 2024

Your role as a CX leader is to pioneer a culture that places the customer at the heart of every decision, turning transactions into moments of delight that build unwavering loyalty. Craft a narrative where every customer feels valued, heard, and truly understood.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

eglobalis

NOVEMBER 5, 2024

His insights have guided countless companies to create impactful customer interactions that have become the benchmark for customer expectations. Moreover, Solis’s consistent emphasis on putting the customer at the heart of innovation is a cornerstone of his work.

Leadership 426

Leadership Innovation Social Media Trends 426

InMoment XI

AUGUST 3, 2023

Moreover, unstructured data analytics offers a holistic view of the customer journey , capturing the entire spectrum of interactions across various touchpoints. This 360-degree understanding enables organizations to identify critical moments of truth that significantly impact customer satisfaction and customer loyalty.

Analytics 366

Analytics Customer Insights Data Social Media 366

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? Get Calculator.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

TechSee

OCTOBER 2, 2023

In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings.

Loyalty 124

Loyalty Customer Service Hospitality Customers 124

Kayako

MARCH 21, 2022

Investments in customer service can boost brand loyalty and revenue growth. One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. Brands with the most unhappy customers posted a paltry 3% growth over the same period.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

ECXO

JUNE 15, 2021

Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process. It’s a companywide mindset and strategy that’s based on putting your customer first, and at the core of your business.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

eglobalis

DECEMBER 4, 2024

While AI will undoubtedly enhance certain aspects of CX, this view oversimplifies the multifaceted nature of customer expectations and underestimates the continuous adaptation required to meet evolving demands in global markets. CX professionals ensure that businesses remain agile in addressing these changes.

B2B 352

B2B Culture Government Innovation 352