eglobalis

MARCH 13, 2025

In fact, B2B CX leaders tend to achieve higher growth and resilience; one study found top CX performers in B2B enjoyed substantially higher margins and even delivered three times higher shareholder returns in downturns compared to their lagging peers. At the same time, B2B customer expectations have risen.

Leadership 234

Leadership B2B B2C Effort Score 234

NICE inContact

NOVEMBER 13, 2020

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers.

Customer Expectations 156

Customer Expectations Contact Center Study Consumers 156

GetFeedback

JUNE 11, 2019

Deloitte’s study integrated data from 800 consumers, a 12-person online panel, and analyzed 91 million social media posts as well as 2,090 completed Voice of the Customer surveys. Today’s customers are well-informed and have a wide array of options when it comes to choosing which companies they want to invest in.

Study 170

Study Loyalty Connections Loyalty Programs 170

ECXO

NOVEMBER 26, 2024

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. Use this data to refine your processes and ensure that your entire team is aligned with customer expectations.

Self Service 334

Self Service Culture Training Analytics 334

Customer Bliss

JANUARY 20, 2022

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. But their holistic approach to being there for customers is a winning strategy, no matter the decade. In listening to their best customers, @firstdirect learned they wanted to speak to a real person immediately.

Case Study 148

Case Study Banking Study Hospitality 148

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. B2B customers will notice that commitment.

B2B 339

B2B Customer Journeys How To Effort Score 339

NICE inContact

FEBRUARY 3, 2020

Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too.

Case Study 156

Case Study Study How To Customer Expectations 156

Customer Bliss

APRIL 16, 2019

4 Case Studies of Customer Respect. And while we have a lot of newfangled words and jargon to describe this work, when you boil it all down, “give me choices that jibe with my life,” has—at its core—respect. Building a respect delivery machine, and that’s what the Make Mom Proud companies endeavor to do.

Case Study 174

Case Study Study Self Service Chief Customer Officer 174

Comm100

MARCH 2, 2022

There are three distinct approaches for a customer experience management program. One approach is to chase customer expectations, another focuses on operational efficiency, and the third is an aligned outcomes approach to customer experience management. Closing the Delivery Gap. Building Agility into your CX Program.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

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

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. These examples can provide valuable insights into how different organizations across different industries have mapped their unique customer journeys.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ShepHyken

DECEMBER 31, 2024

A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Businesses can benefit enormously by studying reviews and complaints directed at their competitors.

Feedback 93

Feedback Customer Service Customer Service Representative Customers 93

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 18, 2024

To capitalize on those behaviors, you need to be able to perform customer behavior analysis. What Is Customer Behavior Analysis? Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the customer journey.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

C3Centricity

FEBRUARY 13, 2024

And customers expect businesses to be constantly adapting and preparing for their future needs. Indeed, a survey by Salesforce reported that 76% of consumers expect companies to understand their needs and expectations. The Custometrs’ Need for Continuous Improvement The only constant in business today is change!

Customer Insights 296

Customer Insights Feedback Social Media Culture 296

eglobalis

SEPTEMBER 11, 2024

Finally, we will examine mini case studies of three B2B companies. How Employees Impact the Ability of Your Company to Deliver a Better and Really Innovative Customer Experience All images are designed by DALL-E, with all rights reserved to ECXO.org.

Innovation 444

Innovation e-support Culture Customer Centricity 444

ShepHyken

SEPTEMBER 17, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why are customer expectations rising in today’s market? How can AI enhance customer service experience? How can businesses effectively implement AI in customer service?

Customer Expectations 88

Customer Expectations Multi-Channel Social Media Customer Satisfaction 88

InMoment XI

MAY 10, 2022

However challenging it may be for retailers, developing a loyal customer base is essential to maintaining an active, healthy brand. A loyal customer is valuable to retailers in a multitude of ways. Many studies show that repeat customers are likely to purchase more frequently, spend more money, and pay a premium for a product.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

InMoment XI

DECEMBER 30, 2021

Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?” It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Calabrio

FEBRUARY 25, 2025

Workforce Management Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management Share Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed.

Analytics 130

Analytics Management Return on Investment Resources 130

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. Increased Customer Churn Customer loyalty is built on trust, and reactive sales processes often fail to nurture that trust.

Sales 263

Sales Customer Experience e-support Examples 263

C3Centricity

MAY 12, 2024

A study by American Express found that 70% of consumers are willing to spend more with companies they believe provide excellent customer service. Nordstrom sets a high standard in this regard, famously accepting the return of car tyres they never sold to satisfy customer expectations and demonstrate their commitment to service.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

InMoment XI

AUGUST 17, 2023

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 Driver #1: Deliver on Product Quality and Innovation Customer experience plays a crucial role in driving great product quality and innovation.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Kayako

AUGUST 12, 2022

Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. Customers expect brands to understand their individual journey with the brand. 66% of consumers expect brands to understand their individual needs.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Kayako

MARCH 21, 2022

There are measurable steps companies can take to improve customer service. 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. Business experts and study data say “yes.”

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Optimove

FEBRUARY 19, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Customer expectations are evolving, and staying ahead means learning from the best. The post Optimove Connect 2025: Case Studies From 5 Experts that Will Elevate Your CRM Marketing appeared first on Optimove. See you in London!

Case Study 52

Case Study CRM Study Connections 52

ECXO

APRIL 1, 2021

This article will provide insight into what a surprise and delight strategy is, identifying essential considerations and eventual pitfalls that businesses should be aware of concerning the customer experience strategy. 1993) (Mattila, 2013).” Perhaps the answer lies here? Referring back to the article, d oes a surprise strategy need words?

Strategy 296

Strategy Exercises Study Customer Expectations 296

CloudCherry

SEPTEMBER 1, 2019

You’ll hear Matt’s thoughts on how technology has changed the way we do Customer Service, some of the biggest blunders businesses can avoid, and what technologies he thinks are making the biggest difference with customer experience. in International Studies from Mount Saint Mary’s University in Emmitsburg, Maryland.

Conference 244

Conference Study Sales Leadership 244

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. That’s the customer expectation.

ROI 309

ROI How To Touchpoint Hotels 309

GetFeedback

NOVEMBER 23, 2019

The message from CX leaders at Dreamforce was this: Companies should apply AI across all touchpoints of the customer journey — marketing, sales, commerce, service, etc. Only in doing so, will they enable their teams to provide the personalized experience that customers expect. Today, the stakes are much higher for brands. .

Conference 48

Conference Case Study Fashion Customer Expectations 48

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. Set and measure customer expectations. If you offer high-quality products and services, you’ll drive customer loyalty.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Calabrio

MARCH 11, 2025

It’s about ensuring that every interaction not only meets but exceeds customer expectations, fostering loyalty and driving positive brand perception. More than just identifying errors, modern QA aims to understand the “why” behind customer experiences. Just looking at calls isnt enough anymore.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

GetFeedback

JANUARY 19, 2020

In CustomerThink’s recent study of 200+ CX initiatives , respondents were asked about sources of feedback. The study found that using only surveys is not a CX success driver. A study by Forrester Research found that 74% of consumers use search engines for consideration and purchasing. Now you’ve got a real customer, or do you?

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

GetFeedback

SEPTEMBER 13, 2018

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. Doordash, PG Bank, Athenahealth, and other companies are measuring NPS surveys to help inform changes in customer experience.

Customer Journeys 247

Customer Journeys Net Promoter Score How To NPS 247

Lumoa

APRIL 28, 2020

As a consequence of the increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever. Digital customer experience is the online experience and the journey your customers go through while interacting with your brand.

Self Service 195

Self Service Customer Journeys Customer Experience Omni-Channel 195

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