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 471

Leadership Innovation Social Media Trends 471

C3Centricity

MAY 12, 2024

Here are twenty ways to get started, together with best-in-class examples, but I’d love to hear how you delight your own customers and turn satisfaction into loyalty. Deliver Exceptional Customer Service Exceptional customer service is the first essential step to plan. I know I have!

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

APRIL 3, 2025

The customer experience economy is booming, and businesses are rapidly shifting from traditional customer service models to fully immersive, experience-led strategies. Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success.

Culture 195

Culture Social Media Loyalty Government 195

Blake Morgan

NOVEMBER 19, 2024

Here are Brittany’s 7 proven strategies for creating superfans: Your Story: The Starting Point for Building Superfans Share what makes your brand unique to build emotional connections with customers. Combat the Real Threat to Customer Loyalty: Apathy Personalize experiences and show genuine care to prevent customer indifference.

Loyalty 69

Loyalty Strategy Leadership Connections 69

InMoment XI

APRIL 3, 2024

Your brand needs to deliver on all fronts in order to create a memorable experience for these customers. Customer Expectations First of all, customers want and are coming to rely on the digital experience. Let’s get into the details.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 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

InMoment XI

DECEMBER 10, 2024

But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? With the right strategies and tools, you can prevent customers from taking their business elsewhere. The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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. Operational KPIs such as response times, on-time delivery, or first-call resolution rate.

B2B 339

B2B Customer Journeys How To Effort Score 339

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

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 434

Customer Experience Social Media Analytics Chatbots 434

eglobalis

APRIL 6, 2025

Value for the Customer and the Exchange of Value At the heart of B2B marketing lies a fundamental question: What is our value proposition to the customer? In B2B, value is measured as an exchange : the buyer gains measurable business outcomes, and the supplier earns revenue, access, or loyalty.

Contact Center 275

Contact Center B2B Competitive Advantage Self Service 275

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

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 461

NPS Feedback Net Promoter Score B2C 461

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 512

e-support Innovation Customer Centricity Loyalty 512

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. With many customers considering switching banks, a positive customer experience can be the deciding factor in retaining them.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

DECEMBER 4, 2024

Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. A high repeat business rate indicates customer satisfaction and loyalty.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

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

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

eglobalis

JANUARY 7, 2025

Real-world examples show that B2B companies leveraging Design Thinking report improved customer satisfaction, increased loyalty, and streamlined processesdirectly impacting their bottom line. It is particularly effective in navigating complex ecosystems involving multiple stakeholders.

B2B 294

B2B Company Customer Journeys Innovation 294

InMoment XI

NOVEMBER 18, 2024

Why Is Customer Behavior Analysis Important Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth. It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs.

Analysis 195

Analysis Customer Journeys Social Media Analytics 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 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

ECXO

FEBRUARY 3, 2025

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. Frustrated, the customer takes to Twitter or Google Reviews to vent, warning others about the poor service.

Sales 266

Sales Customer Experience e-support Examples 266

eglobalis

MARCH 24, 2025

Delta Air Lines maintained robust human support channels alongside AI chatbot deployments, explicitly responding to customer dissatisfaction with AI-only service options. This preference confirms that AI solutions alone remain insufficient for fully meeting nuanced customer expectations, emphasizing the ongoing necessity for human empathy.

Contact Center 333

Contact Center Virtual Agent Chatbots Banking 333

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

InMoment XI

NOVEMBER 4, 2024

It’s essential for businesses to understand the FTC’s guidelines and why adhering to them is not only a legal obligation but also a pathway to building sustainable trust and customer loyalty. Violating customer trust can take years to recover from, if at all. Respond to reviews to provide the necessary context and empathy.

Policies 195

Policies Social Media Guidelines Financial 195

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 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

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 Retail Loyalty Competitive Advantage 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

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

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

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind.

Customer Experience 494

Customer Experience Customer Centricity Culture Innovation 494

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 Expanding Revenue Channels 4. trillion by 2027 ?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

TechSee

NOVEMBER 27, 2024

By actively listening to customers and gathering relevant information, enterprises can tailor their communication and service offerings accordingly. When customers feel heard and valued, they are more likely to develop trust and loyalty toward the brand. 47% improvement in Net Promoter Score (NPS).

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

ECXO

OCTOBER 30, 2024

However, in this article, we will focus on the intersection of The Matrix and customer experience (CX) revealing a wealth of valuable insights that can transform how businesses engage with their customers. For customers, choices abound in every market, but the challenge lies in deciphering which options genuinely serve their needs.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156