ShepHyken

MARCH 31, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes an “unbreakable” customer relationship, and how can companies achieve it? What are the key components of a tailored customer experience strategy? How does digital transformation impact customer experience?

Customer relationships 71

Customer relationships Customer Satisfaction Consulting Customers 71

InMoment XI

OCTOBER 23, 2024

Customer experience in branch banking You need to re-think the concept of branch banking in order to leap ahead of the competition and improve customer experience across all your physical locations. 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

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

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

InMoment XI

OCTOBER 29, 2024

Customer loyalty defines how willing a customer is to repeat business with a company. Positive experiences compel customers to engage with you again. After all, if you’re meeting their needs and expectations, they have little reason not to trust you. Building customer loyalty requires time and consistent effort.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

ECXO

OCTOBER 23, 2024

By acting upon this valuable feedback, organizations can continuously refine their customer interactions and offerings, enhancing customer satisfaction and driving business growth. For instance, AI can detect patterns in customer complaints and alert support teams to take preventive actions.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

ECXO

AUGUST 12, 2024

MarTech’s Impact on Global CX Strategies The Asia-Pacific (APAC) region, with its rapid technological adoption and diverse markets, presents both opportunities and challenges for enhancing customer experience. By strategically deploying MarTech, businesses in APAC are achieving exceptional customer satisfaction, growth, and loyalty.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

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

NOVEMBER 13, 2024

Involuntary churn occurs against the customer’s will. It doesn’t represent a problem with customer satisfaction, but it indicates that you could improve your payment processor or methods. Why is Customer Churn Prediction Important? Predicting churn in any form is key to customer retention and satisfaction.

Customer Retention 195

Customer Retention How To Analysis ROI 195

eglobalis

MARCH 13, 2025

Companies that meet these expectations can turn clients into loyal advocates, while those that fail to prioritize CX risk losing even long-time business customers to competitors offering better experiences. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support.

Leadership 238

Leadership B2B B2C Effort Score 238

InMoment XI

AUGUST 3, 2023

Deeper Customer Insights Unstructured data analytics unlocks hidden patterns and trends that may not be apparent in structured data alone. This deeper understanding of customer preferences and pain points empowers businesses to tailor their products and services to meet customer demands effectively.

Analytics 366

Analytics Customer Insights Data Social Media 366

InMoment XI

NOVEMBER 22, 2024

User feedback helps you refine your product to meet customer needs, resulting in increased satisfaction. Here are a few reasons why collecting customer feedback is important: It helps you build and optimize products. Your SaaS product should deliver consistent value to customers.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

GetFeedback

DECEMBER 21, 2018

Churn is closely tied to customer satisfaction , and for obvious reasons. Unhappy customers are more likely to leave, and when they do, they take a piece of your business with them. Providing customers with short tutorials on product features before hanging up can reduce churn by 6%. Institute of Customer Service ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

CSM Magazine

MARCH 13, 2025

How do you know your customers are truly satisfied? Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

eglobalis

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships. Will it open new market opportunities?

Feedback 516

Feedback ROI Innovation B2B 516

ECXO

JUNE 23, 2024

Firstly, it’s crucial to assess your current customer service processes and identify areas that can be improved to align with the customer success approach. This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ECXO

AUGUST 12, 2024

This article explores the intricate connection between digital product design, adoption rates, and customer satisfaction, offering essential insights and strategies for tech companies aiming to strengthen their market presence and boost user engagement. billion in 2020.

User Experience 395

User Experience Case Study Financial e-support 395

InMoment XI

MARCH 26, 2025

Even more so in retail, customers appreciate brands that respect their time and are transparent about what theyre asking in online surveys. A well-designed, concise survey can actively improve brand perception and customer satisfaction. Similarly, when shortening your customer experience survey, always keep the customer in mind.

Survey 195

Survey Abandon Rate How To Customers 195

Calabrio

MARCH 25, 2025

10 of the Best Voice of the Customer Tools for 2025 Adopting the right VoC software can have a massive impact on your operations ability to answer customer concerns and exceed their evolving expectations. HubSpot HubSpot is a leading customer relationship management (CRM) provider. What channels do you need to monitor?

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

JANUARY 9, 2024

B2B (business-to-business) transactions often involve ongoing relationships and partnerships. Effective customer experience management helps build and maintain strong, long-term relationships by meeting the needs and expectations of your business customers consistently. What is B2B Customer Experience?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Comm100

JULY 3, 2024

Unlike human agents, chatbots can offer consistent customer support 24/7 without breaks or downtime. This capability ensures that customer inquiries are addressed immediately, irrespective of the time, significantly boosting customer satisfaction and engagement.

Chatbots 288

Chatbots Communication CRM Interaction 288

Happy or Not

NOVEMBER 20, 2024

The possibility of collecting customer feedback is one of the most valuable tools for businesses aiming to enhance their user experience (UX) and improve customer satisfaction. Why is customer feedback important? Understanding what makes customers happy (or unhappy) is important in customer feedback.

User Experience 36

User Experience Customer Satisfaction Feedback Customer Experience 36

GetFeedback

JULY 24, 2018

.” But according to their customers, only 8% really did. In this age of hyperconnectivity , brands can engage their customers in more ways than ever, yet they’re failing to meet their needs. What is customer experience, really? The term “customer experience” gets thrown around a lot these days.

Video 277

Video Customer Experience How To Customer Journeys 277

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes.

Contact Center 130

Contact Center Management Strategy Call Center 130

Calabrio

MARCH 5, 2025

Surveys and Feedback: Customer satisfaction (CSAT) scores, Net Promoter Scores (NPS), and post-interaction surveys. Offline Interactions: In-store visits, point-of-sale data, and physical customer feedback. Topic Modeling: Identifying recurring themes and topics within customer conversations. Peckham Inc.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

InMoment XI

MAY 14, 2022

Becoming a Part of Your Customers’ Lives. and others have moved beyond simple, transactional customer satisfaction (which has low self-referentiality), and have found ways to integrate how customers see themselves within the brand’s offering. Brands like Nike, Tiffany & Co.,

Brands 370

Brands Retail Loyalty Competitive Advantage 370

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

Retently

NOVEMBER 27, 2024

Dive deep into customer behavior and market trends to tailor strategies that resonate with your audience. Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. Personalization is the key to standing out. Ecommerce success isn’t static.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

JUNE 27, 2023

The power of listening to your customers transcends beyond just collecting feedback; it serves as a strategic compass, guiding your decision-making, shaping your product development, and, most importantly, building strong, lasting customer relationships. Or are you looking to improve your customer satisfaction overall?

Survey 293

Survey Customer Satisfaction Touchpoint Feedback 293

eglobalis

AUGUST 13, 2024

This financial strength allows Apple to invest in new technologies, enhance its product offerings, and maintain a high level of customer satisfaction. The company’s deliberate pace of innovation ensures that each product release meets high standards of quality and reliability.

e-support 512

e-support Innovation Customer Centricity Loyalty 512

Kayako

AUGUST 12, 2022

Meetings and classrooms shifted to Zoom almost overnight. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers still want personalized service even if they aren’t coming into the store. Monitor Customer Satisfaction.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Team Support

JUNE 29, 2023

Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them.

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score Customers 97

InMoment XI

JANUARY 27, 2025

Every conversation becomes a strategic touchpoint, driving additional sales while delivering personalized experiences that meet customers’ needs at precisely the right time. Agents began listening for customer cues and started upselling, cross-selling, and suggesting relevant products, driving greater value.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Calabrio

FEBRUARY 28, 2025

Topic tracking and issue identification: Voice analytics identifies customer satisfaction levels by analyzing recurring themes, trends, and sentiment within conversations. This data allows businesses to address customer service needs more effectively and personalize their offerings.

Contact Center 130

Contact Center Analytics Self Service Analysis 130