Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. Lets take a closer look!

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

eglobalis

JANUARY 20, 2025

The Role of Relationship Management Strong interpersonal relationships are a cornerstone of successful B2B partnerships. Relationship management involves understanding customer pain points and actively working to resolve them before they escalate.

B2B 427

B2B Loyalty Loyalty Programs Innovation 427

eglobalis

MARCH 18, 2025

Challenges: Ensuring AI can manage high-value interactions with the necessary sophistication and personalization is difficult, as these scenarios often require tailored solutions and strategic thinking. Crisis Management During crises, such as data breaches or product recalls, customers require immediate and accurate information.

Interaction 362

Interaction Culture Virtual Agent Loyalty 362

Kayako

JULY 28, 2022

While customers may like more choices in product features, it turns out that more choices in customer service channels are not a plus. Adding more channels complicates customer relationship management, leading to many side trips and alternate routes, all of which the company must manage to avoid losing the customer.

Self Service 290

Self Service Customer Service Management Knowledge Base 290

InMoment XI

NOVEMBER 28, 2023

Recognizing this, top brands and businesses are integrating review management into their marketing strategies. Not only does review management help safeguard and enhance a company’s brand reputation; but it can also improve search engine visibility and cultivate brand trust among existing and potential customers.

Management 259

Management Marketing Social Media Guidelines 259

ECXO

MARCH 6, 2025

We will also highlight how a CX transformation differs from a typical program management initiative, who drives these programs, and what lessons can be learned from B2B companies that have made this journey. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

APRIL 6, 2025

Example : SAPs value management practice quantifies business value both before and after implementation, aligning their compensation with customer results. Long-term relationships built on evidence, not assumptions. link] B2B Customer Dynamics: The Weather Ahead. MIT Sloan Management Review , Spring 2015.

Contact Center 275

Contact Center B2B Competitive Advantage Self Service 275

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. CRMs are typically used by teams managing the current relationships of clients or accounts.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

OCTOBER 30, 2024

Here’s a quick breakdown of customer expectations by category: Health insurance customer experience : Customers expect easy access to healthcare networks. They expect fast claims processing and personalized health management. They also appreciate risk management tools like home protection services and real-time alerts.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

eglobalis

AUGUST 16, 2023

Experience management – why your EX is the stress test for your CX The post Experience management – why your EX is the stress test for your CX appeared first on Eglobalis.

Management 286

Management Customer relationships Customer Centricity Innovation 286

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

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. What Are the Benefits of Contact Center Automation?

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

APRIL 17, 2025

In other words, dont offer high-value gifts to loyal customers and low-value ones to new customers. Unequal rewards can introduce bias and reduce trust, not only affecting the reliability of responses but also impacting customers relationships with your brand. Concerned about representativeness?

Survey 195

Survey Customer Engagement Engagement Feedback 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? Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 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 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

JUNE 7, 2024

Hotel reputation management has never been more important. With these stakes in mind, your hotel reputation management strategy must be an integral part of your business strategy to keep your hotel competitive with the top brands. Why Hotel Reputation Management Matters Your hotel’s reputation is its most valuable asset.

Hotels 195

Hotels Management Social Media Hospitality 195

ECXO

AUGUST 12, 2024

Marketing Automation Platforms: Platforms such as Marketo and HubSpot are vital for automating marketing tasks like email campaigns, social media management, and lead nurturing. This holistic understanding allows for highly targeted marketing messages and personalized interactions, significantly improving the overall customer experience.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

eglobalis

JULY 31, 2024

With a unified view, companies can understand customer journeys better, predict future behaviours, and tailor interactions to individual needs, significantly enhancing the overall customer experience. These platforms also offer social listening capabilities to monitor customer sentiment and respond proactively.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

Experience Investigators by 360Connext

DECEMBER 10, 2024

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn’t quite meet those expectations.

Customer Expectations 143

Customer Expectations Customer Experience Customer relationships Customers 143

eglobalis

JUNE 27, 2024

Real-time Customer Data Platforms (CDPs) integrate data from various touchpoints, offering a unified view of the customer. Firms like Segment, Oracle, SAS, Tealium, and Treasure Data use CDPs to enable real-time analysis and personalized customer interactions.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

InMoment XI

NOVEMBER 4, 2024

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. With the right tools, companies can ethically and effectively manage their online reputation.

Policies 195

Policies Social Media Guidelines Financial 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. Highlight the positive impact of a customer-centric approach on the company’s bottom line.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

CSM Magazine

NOVEMBER 22, 2024

Understanding CIM Software Before delving into strategies for improving customer interactions with businesses using CIM software, it is crucial to understand what customer interaction management software involves. Proactive Customer Service Understanding and meeting customer needs is crucial for keeping them loyal to a business.

Interaction 52

Interaction Software Management How To 52

DCX

APRIL 1, 2025

CX Manager You’ve heard it a hundred times: “Build strong relationships with your customers.” If you missed it, here’s the core takeaway: Don’t aim for customer affection. Let’s make prioritization less stressful and more actionable! ” - B.D.

Self Service 52

Self Service Customer relationships Effort Score Touchpoint 52

Comm100

APRIL 15, 2025

Customer support teams have never had more data at their fingertips yet turning that data into actionable insights remains one of the biggest challenges. Agents and managers are buried in chat logs, escalation notes, and sentiment feedback with no easy way to extract meaning or trends.

Analysis 130

Analysis Trends Sales Interaction 130

InMoment XI

NOVEMBER 22, 2024

Customer satisfaction results in positive reviews and testimonials. This feedback supports brand reputation management efforts, attracting high-quality prospects. Therefore, better customer service lets you generate valuable leads without stretching your marketing budget. It enhances brand reputation and lead generation.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

MARCH 13, 2025

Complexity in customer journeys often leads B2B companies to score lower on CX than B2C, highlighting the effort needed to meet diverse needs. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Break transformation into manageable phases (e.g.,

Leadership 238

Leadership B2B B2C Effort Score 238

InMoment XI

AUGUST 3, 2023

Moreover, the sheer volume of unstructured data can overwhelm traditional data storage and processing systems, making it difficult to handle and manage. Companies may struggle with data silos and do not understand the danger of data silos in customer experience management.

Analytics 366

Analytics Customer Insights Data Social Media 366

eglobalis

SEPTEMBER 5, 2024

Customer Lifetime Value (CLV) The total revenue a customer generates over their relationship with the company. How it complements CX : A positive CX boosts CLV by fostering longer customer relationships and higher spending. Time to Value (TTV) The time it takes for customers to realize value from a product.

Metrics 429

Metrics Customer Success Customer Experience Effort Score 429

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

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. Emotional Intelligence is the ability to identify, understand, and manage one’s own emotions, as well as the feelings of others.

Customer relationships 296

Customer relationships Innovation Technology Examples 296

Calabrio

MARCH 25, 2025

These tools are crucial for understanding the “why” behind customer behavior and identifying areas for process improvement. Customer feedback management and automation tools This category includes tools that streamline the collection and management of customer feedback.

Software 130

Software Customer Journeys Tools Contact Center 130