InMoment XI

OCTOBER 29, 2024

A loyal customer is a valuable asset to your business. In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

ECXO

MARCH 11, 2025

B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Below is a step-by-step approach.

B2B 310

B2B Strategy Customer Journeys Net Promoter Score 310

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? What is Customer Experience Automation? Customer experience automation refers to automating interactions or touchpoints throughout the customer journey.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

JULY 13, 2022

You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. NPS is a metric designed to measure customer experience.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

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. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

NOVEMBER 25, 2024

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version at: [link] In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope.

Feedback 391

Feedback ROI Roadmap Analytics 391

eglobalis

DECEMBER 11, 2024

Its time to stop guessing and start experimenting. Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Refine your CX personalization by continuously testing what truly resonates with customers. This article was originally posted at: [link] Ready to disrupt your CX strategy?

Customer Journeys 358

Customer Journeys Effort Score Omni-Channel Social Media 358

eglobalis

SEPTEMBER 5, 2024

What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged.

Metrics 424

Metrics Customer Success Customer Experience Effort Score 424

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves.

Customer Experience 430

Customer Experience Social Media Analytics Chatbots 430

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

C3Centricity

AUGUST 1, 2023

Customer retention is essential for the long-term success of any business. We all know that happy customers are more likely to make […] The post The Customer Retention Goldmine: How to Keep Customers Happy and Drive Exponential Growth first appeared on c3centricity.

Customer Retention 296

Customer Retention How To Customers Customer relationships 296

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!) personalized, convenient, and fulfilling experiences. And this is about more than just customer service.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Learn from the Data.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

InMoment XI

NOVEMBER 9, 2021

Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees. Achieving this is no small task, and often requires customer experience transformation.

Roadmap 370

Roadmap Customer Experience Customer Retention Financial 370

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 235

Leadership B2B B2C Effort Score 235

InMoment XI

JUNE 30, 2022

With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember. On the main stage, customer experience experts from Alliance, HSBC, and Foot Locker taught delegates what to do to elevate their experience program.

Customer Experience 396

Customer Experience Employee Engagement Customer Retention Communication 396

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. Ready to set up for success?

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) And, unfortunately, customer experience programs may fall on the chopping block. 3 Keys to Prove the ROI of Customer Experience.

ROI 418

ROI Customer Experience Effort Score Financial 418

InMoment XI

OCTOBER 3, 2024

Did you know that customer acquisition costs have risen by over 200% over the last 10 years? It is increasingly expensive and difficult to improve customer acquisition, which means that it is just as important to keep your current customers happy. What Is Customer Retention? What Is Customer Retention?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Understand Your Customer Journey and Customers The first step in any B2B CX strategy is to map out the customer journey.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

Lumoa

OCTOBER 20, 2022

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . A Good Customer Experience Builds Customer Advocacy.

Customer Experience 286

Customer Experience Banking Customer Retention Customer Satisfaction 286

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

JANUARY 20, 2025

While customer experience (CX), product design, and delivery are critical factors, the underlying success stems from a comprehensive understanding of client needs and a commitment to exceeding expectations. Salesforce has set the benchmark with its Einstein AI , which helps businesses provide hyper-personalized experiences.

B2B 423

B2B Loyalty Loyalty Programs Innovation 423

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You started by defining what customer experience success meant to your organization. .

Resources 369

Resources Customer Journeys Video Customer Experience 369

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Smart companies are spotlighting the employee experience, as much if not more, than they are on the customer experience. They have learned that it’s just as important to attract and keep good employees as it is to attract and keep customers.

Customer Experience 325

Customer Experience Chatbots e-support Customers 325

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Whether its analyzing product reviews, refining post-purchase experiences, or working with marketing and support teams to resolve issues, their job is to make shopping effortless and enjoyable.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. That means creating a CX Strategic Council with leaders who are essential to recognizing, identifying, and improving the right moments along the customer journey. . I like to create a standard agenda, then customize for every meeting.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

InMoment XI

MAY 2, 2024

To manage your reputation and actively use customer feedback in your business operations, you need to implement strategies that are efficient, effective, and scalable. Your online reputation is also a significant factor in the way your customers perceive and interact with your brand. Location pages also improve local SEO rankings.

Retail 195

Retail Customer Retention Strategy Management 195

CSM Magazine

DECEMBER 24, 2024

Customer retention is a critical factor in driving long-term financial growth for any business. By focusing on retaining existing customers, companies can build stronger relationships, reduce acquisition costs, and increase lifetime value. Competitive Advantage Customer retention gives businesses a strong competitive edge.

Customer Retention 52

Customer Retention Financial Competitive Advantage Loyalty 52

eglobalis

APRIL 6, 2025

Part I: Foundational Dimensions of Customer Value Introduction: Why This Series and Why Now? Yet despite countless articles and frameworks, many companies still struggle to define, deliver, and evolve real value for their business customers. Key takeaways: Frame value in customer outcomes, not features. The outcome?

Contact Center 271

Contact Center B2B Competitive Advantage Self Service 271

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? This can misrepresent the broader customer base.

Survey 317

Survey Banking NPS Effort Score 317