eglobalis

APRIL 6, 2025

Youll find actionable insights, real business examples, and guidance grounded in research from trusted institutions like McKinsey, BCG, and Harvard Business Review. Key takeaways: Frame value in customer outcomes, not features. Long-term relationships built on evidence, not assumptions. The outcome?

Contact Center 272

Contact Center B2B Competitive Advantage Self Service 272

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

ECXO

MARCH 6, 2025

Leadership must establish a clear vision for what great customer experience looks like for the organization and articulate why it matters for the companys future. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

NOVEMBER 19, 2024

By delving into the lessons offered by this epic franchise, businesses can unlock new strategies for improving customer experience, solidifying their place in a galaxy that is always evolving and expanding. For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

MARCH 18, 2025

High-Value Client Engagement Premium customers or clients involved in high-stakes transactions expect personalized attention. For example, a corporate client negotiating a substantial contract prefers direct communication with a knowledgeable human representative to address specific concerns and build rapport.

Interaction 355

Interaction Culture Virtual Agent Loyalty 355

InMoment XI

DECEMBER 18, 2024

As a result, agents can focus on strengthening customer relationships with a personalized and empathetic approach. Automation empowers businesses to boost operational efficiency, enhance customer satisfaction , and reduce costs. This approach provides a comprehensive view of the customer experience in one place.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

NOVEMBER 21, 2024

The next step is identifying patterns in this data to help you better understand your customers. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. For example, this analysis can reveal why a customer canceled their subscription to your service.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

DECEMBER 3, 2024

A team can leverage the following six competencies, or customer experience management skills, to complete each stage: Lead: Key skills include strategy and governance to build, align, and sustain successful CX programs. For example, outlining a CX program and building a team to execute the vision.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

NOVEMBER 19, 2024

A popular example is a large language model (LLM) giving a fabricated answer to a prompt it fails to understand. An example would be responding with an anniversary message to a prompt asking for a birthday card. For example, responding with “ New York ” to a question about the French capital. What is an AI hallucination?

Contact Center 195

Contact Center Healthcare Training Financial 195

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. Passive churn occurs when customers don’t explicitly cancel their service. For example, a subscription that ends without renewal or communication from the subscriber. It enhances customer satisfaction.

Customer Retention 195

Customer Retention How To Analysis ROI 195

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? Who Uses Customer Experience Automation Various teams can use customer experience automation to accomplish different goals.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

OCTOBER 17, 2024

Knowing the right questions to ask can positively impact your customer relationships, but designing good questionnaires is certainly a challenge. With the help of InMoment’s AI-Powered Active Listening , you can leverage the power of award-winning generative AI to intelligently listen and respond to customers in real-time.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. A classic example comes from Amazon.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 453

NPS Feedback Net Promoter Score B2C 453

InMoment XI

DECEMBER 10, 2024

Active churn is when customers voluntarily stop using a service or product. The most straightforward example is when a customer decides to cancel their subscription. It occurs when customers dont explicitly cancel their service. For example, a subscription that ends due to failure to update credit card details.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 29, 2024

Happy customers Price-loyal Convenience-loyal Loyal-to-freebies Loyal-to-loyalty program Truly loyal Happy customers have never had reason to complain. They are satisfied with your offerings and customer service. Price-loyal customers love your brand because of your pricing.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 24, 2024

What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)? Debating the differences between customer engagement platforms and CRM systems is natural. For example, a retail store may realize that they are experiencing high customer churn with consumers ages 18-24.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

OCTOBER 30, 2024

For instance, by utilizing chatbots to quickly respond to customer complaints, companies can save hours’ worth of time that can be invested into building rich customer relationships. McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

C3Centricity

NOVEMBER 12, 2024

This guide equips leaders with the insights and actionable strategies to foster a winning customer-first culture. Rather than relying on superficial gestures, leaders can inspire a transformation that elevates the organisation, engages employees, and creates powerful, lasting customer relationships.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

InMoment XI

NOVEMBER 22, 2024

User feedback enables continuous product improvement by highlighting customer behavior and expectations. For example, if a specific integration is in popular demand, implementing it can improve retention and satisfaction. Happy customers are more likely to extend their subscriptions and purchase additional features.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

NOVEMBER 14, 2024

Sentiment analysis also helps with effective customer service. For example, if you’re a pet food retailer, this analysis can highlight complaints about food quality. For example, if you learn that your pet food competitor is receiving online criticism for late product deliveries, you can use that to your advantage.

Tools 195

Tools Social Media Customer Experience Analysis 195

ShepHyken

JANUARY 14, 2025

Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences. Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships.

Customer Experience 138

Customer Experience Hospitality How To Brands 138

BlueOcean

OCTOBER 21, 2024

TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

ShepHyken

NOVEMBER 18, 2024

What is the role of branding in enhancing the customer experience? How can businesses define their brand to impact customer relationships meaningfully? For example, Nike empowers its customers with the motto “Just Do It,” and Patagonia focuses on sustainability.

Brands 140

Brands Touchpoint Financial Resources 140

InMoment XI

NOVEMBER 4, 2024

For example, companies cannot post fake positive reviews or purchase them from third parties. While the monetary fines imposed by the FTC are significant, the long-term damage to customer relationships and brand loyalty is much more alarming. Violating customer trust can take years to recover from, if at all.

Policies 195

Policies Social Media Guidelines Financial 195

InMoment XI

OCTOBER 23, 2024

They show they’re invested in delivering the best possible customer experience. For example, providing customized savings plans to members will elicit a more positive response from them. Machine learning algorithms, for example, can learn from individual customer behaviors.

Banking 195

Banking Customer Experience Effort Score Financial 195

SurveySensum

NOVEMBER 1, 2024

However, the question arises – in what way can you convert casual customers to passionate brand advocates ? In this blog post, we will delve into the ins and outs of brand loyalty, and types of brand loyalty, talk about some examples of successful brands and walk you through how to measure and build brand loyalty.

Loyalty 52

Loyalty Customer relationships Brands Sales 52

ECXO

AUGUST 12, 2024

By leveraging social listening capabilities, companies can monitor customer sentiment and adapt strategies to strengthen customer relationships. As demonstrated by global examples, MarTech is transforming B2B CX by providing deeper insights, streamlining processes, and enhancing customer satisfaction.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

C3Centricity

APRIL 4, 2023

Emotional Intelligence, or EQ, has emerged as a critical factor in driving business growth by enabling organisations to develop more meaningful customer relationships. This article will explore the importance of EQ in business and provide examples and statistics from countries worldwide to demonstrate its impact.

Customer relationships 296

Customer relationships Innovation Technology Examples 296

InMoment XI

FEBRUARY 1, 2022

For example, are you striving to increase market share? Retain existing customers? That’s why it’s so important to take a look at your existing customer data. This can be inferred data (such as customer relationship management data) or internal data (from emails, slack, and the like).

Survey 396

Survey Customer Experience Social Media Data 396

Customer Bliss

JUNE 9, 2021

For example, by refusing to open their stores on Black Friday, REI’s CEO took a stand to inspire employees and the marketplace by deciding how they would and would not grow. They are deliberately resisting or changing industry practices so that customers feel a balanced and equitable partnership, and one based on trust. Click To Tweet.

Leadership 288

Leadership Hospitality Customer relationships Company 288

TechSee

MARCH 11, 2025

These terms are often used interchangeably to describe solutions that deliver real-time next-best-action suggestions to agents based on both user and historical context, and automate tasks on behalf of agents so they can focus more on customer relationships and quality, rapid service. How does AI integrate with existing systems?

Customer Service 109

Customer Service Self Service Knowledge Base CRM 109

eglobalis

JULY 31, 2024

By analyzing social media interactions, companies can gain valuable insights into customer opinions, preferences, and emerging trends, allowing them to adapt their strategies accordingly and foster stronger customer relationships. Written by Ricardo Saltz Gulko , get in touch.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy.

Analysis 396

Analysis Data How To Customer Centricity 396

Retently

MARCH 11, 2025

Example: If multiple customers report that a pair of jeans runs too small, this needs to be flagged to the product team ASAP in order to update sizing information or adjust the fit in future production runs. Negative reviews that mention shipping issues, product defects, or poor customer service get escalated right away.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

MARCH 26, 2025

For instance, if the information that stakeholder needs is already available elsewhere (such as via customer relationship management (CRM) software like Salesforce), let them know. Similarly, when shortening your customer experience survey, always keep the customer in mind. And you can go even further!

Survey 195

Survey Abandon Rate How To Customers 195