eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. I’d also love to hear your experiences on this subject.

Feedback 511

Feedback ROI Innovation B2B 511

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

ECXO

OCTOBER 27, 2024

How Customer Success Metrics Are Reshaping the Subscription Economy Introduction The subscription economy has redefined the way businesses operate, moving from one-time purchases to continuous customer relationships. Reducing churn is crucial for stabilizing revenue and improving overall business health.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

eglobalis

JANUARY 13, 2025

Automation of Repetitive Tasks to Boost Efficiency AI-powered tools excel at automating repetitive, low-value tasks, allowing agents to focus on complex problem-solving and customer relationship-building. By analysing conversation patterns and offering instant feedback, the system enabled faster learning and reduced errors.

Customer Experience 411

Customer Experience Marketing Chatbots e-support 411

ECXO

MARCH 6, 2025

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

NOVEMBER 19, 2024

Just like the diverse group of heroes banding together to overcome formidable obstacles, businesses must be prepared to listen to customer feedback, evolve their offerings, and address any issues that arise promptly. Regular cross-functional meetings can ensure that every department is aligned on customer experience goals.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

JANUARY 20, 2025

IBMs account managers, for instance, act as single points of contact, streamlining communication and fostering deeper client relationships. Companies can further enhance relationship management by leveraging customer relationship management (CRM) tools like HubSpot or Salesforce, which centralize customer data and provide actionable insights.

B2B 421

B2B Loyalty Loyalty Programs Innovation 421

InMoment XI

NOVEMBER 21, 2024

As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty. Voice of Customer analysis is a useful system for accomplishing this goal. What Is Voice of Customer Analysis? Voice of Customer (VoC) refers to customer feedback on a business and its offerings.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

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. Therefore, its essential to enable customer input from every relevant source.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 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

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? Setting up automated journeys, such as welcome emails and post-purchase follow-ups, helps increase engagement and build stronger customer relationships.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

NOVEMBER 4, 2024

The FTC’s Updated Regulations on Reviews and Endorsements In August 2024, the FTC finalized new rules targeting fake reviews , deceptive endorsements, and manipulation of customer feedback. Violating customer trust can take years to recover from, if at all.

Policies 195

Policies Social Media Guidelines Financial 195

InMoment XI

JULY 22, 2024

The key to navigating these turbulent times lies in capturing and responding to customer feedback as quickly as you can. The Significance of Real-Time Feedback During Outages When a tech outage hits, customers immediately feel the impact. Real-time feedback during these moments is more important than ever before.

Banking 195

Banking Feedback Social Media Call Center 195

InMoment XI

OCTOBER 23, 2024

Introduce loyalty programs to reward long-term customers for their continued use of your banking services. By offering benefits like cashback offers, you can drive both customer satisfaction and loyalty. Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals.

Banking 195

Banking Customer Experience Effort Score Financial 195

Thematic

MARCH 30, 2025

Did you know that over 50% of consumers will switch to a competitor after a single unsatisfactory customer experience? A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback How To Social Media B2C 195

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

DECEMBER 3, 2024

For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them. For example, using surveys to collect feedback and sentiment analysis to understand emotional tone. As a result, teams primarily rely on in-house data like contact lists to reach out to customers via email.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62

InMoment XI

DECEMBER 10, 2024

Customers may leave due to product dissatisfaction, poor service quality, high pricing, or simply because a competitor offers more value. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Use surveys and social media monitoring to capture insights into customer experiences.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

MARCH 13, 2025

Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share. Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

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 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

ECXO

OCTOBER 23, 2024

Furthermore, AI enables organizations to gather and analyze customer feedback at scale. Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. It has emerged as a game-changer in customer support.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

NOVEMBER 13, 2024

million customers across the Tasman, the health insurance provider became profitable by focusing on churn prediction. Through its partnership with InMoment, nib rolled out a closed-loop feedback process to improve the customer experience. It improves customer relationships.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

JANUARY 25, 2022

Culture is fundamental to an employee’s sense of purpose and belonging, so see whether that word is cropping up in feedback from current and former workers. Element 2: Customer-Focused Processes. Another element that’s key to employee satisfaction is the chance to make a difference for customers. A Closer Look.

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

ECXO

JULY 29, 2024

Understanding Customer Needs and Expectations A successful CX strategy begins with a thorough understanding of your customers and what they value. This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty.

Loyalty 389

Loyalty Tips Feedback Advertising 389

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

Calabrio

MARCH 25, 2025

The Voice of the Customer (VoC) represents the process of capturing and understanding the needs, expectations, and experiences of your customers. It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints.

Software 130

Software Customer Journeys Tools Contact Center 130

Calabrio

FEBRUARY 26, 2025

The Hidden Cost of Attrition Call center employees often face significant challenges that impact their job satisfaction and, in turn, customer service: Lack of career growth opportunities leaves agents feeling stagnant and unmotivated. Inefficient feedback mechanisms make employees feel unheard and disconnected from company goals.

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

GetFeedback

DECEMBER 21, 2018

However, only 1 out of 26 unhappy customers complain; the rest simply churn. How to combat customer churn & boost customer retention. Ask your customers for feedback. No one understands your customer needs better than your customers. Cultivate customer relationships.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ECXO

JUNE 23, 2024

Ensuring customers are thriving, it directly contributes to reducing churn rates and increasing lifetime value. It also provides invaluable insights into customer behavior and feedback, which can inform product development, marketing strategies, and overall business decisions.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

eglobalis

SEPTEMBER 5, 2024

Key Metrics for Customer Success (CS) Churn Rate Measures the percentage of customers discontinuing use over a given period. How it complements CX : Combining churn rate with CX feedback helps identify emotional and experiential triggers behind customer exits.

Metrics 422

Metrics Customer Success Customer Experience Effort Score 422

ECXO

AUGUST 12, 2024

By focusing on user feedback and iterative design, Plaid has built a platform that is both user-friendly and highly adoptable, driving significant growth and enhancing user satisfaction. Feedback and Adaptation: Incorporating continuous feedback loops allows for ongoing improvement based on real user interactions.

User Experience 395

User Experience Case Study Financial e-support 395

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Analytics 366

Analytics Customer Insights Data Social Media 366

Lumoa

FEBRUARY 7, 2023

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. Customers don’t always take the time to express their feelings. But listening isn’t always that easy.

Analysis 396

Analysis Data How To Customer Centricity 396