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

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

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. 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

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

InMoment XI

NOVEMBER 21, 2024

A deeper understanding of customer expectations highlights areas for improvement. It shows you what features to prioritize based on customer pain points. As a result, you can continuously improve your product or service to meet changing customer needs. It gives you a competitive advantage.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. This makes it less effective for understanding ongoing customer relationships and predicting future behavior.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

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

Experience Investigators by 360Connext

DECEMBER 10, 2024

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. Together, we can transform ideas into actionable strategies that elevate your customer experience.

Customer Expectations 143

Customer Expectations Customer Experience Customer relationships Customers 143

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 232

Leadership B2B B2C Effort Score 232

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 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

InMoment XI

OCTOBER 23, 2024

Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues. AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

DECEMBER 18, 2024

Customers expect quick and seamless support when they pick up the phone or type an email. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. As a result, agents can focus on strengthening customer relationships with a personalized and empathetic approach.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

ShepHyken

JANUARY 14, 2025

What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Customer Experience 135

Customer Experience Hospitality How To Brands 135

InMoment XI

DECEMBER 3, 2024

Here’s why a CX maturity model is becoming essential for staying competitive: Growing Customer Expectations Customers expect quick, smooth, and personalized services more than ever before. 59% of customers believe businesses should use the data they collect to personalize their experiences.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

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

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

DCX

APRIL 1, 2025

Get Instant Access “These prompts gave us clarity in a single meeting that we’d been chasing for weeks.” CX Manager You’ve heard it a hundred times: “Build strong relationships with your customers.” Let’s make prioritization less stressful and more actionable! ” - B.D.

Self Service 52

Self Service Customer relationships Effort Score Touchpoint 52

ECXO

AUGUST 12, 2024

By leveraging social listening capabilities, companies can monitor customer sentiment and adapt strategies to strengthen customer relationships. Continuous Personalization: Personalization engines and AI tools enable real-time customization, meeting customer expectations at every touchpoint.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

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. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

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.

Survey 195

Survey Abandon Rate How To Customers 195

SurveySensum

NOVEMBER 1, 2024

Quality: It refers to how customers evaluate the ability of your products or services to meet their expectations. It’s a vital component of brand loyalty, as higher perceived quality often leads to greater customer retention. I n fact, 74% of customers cite product quality as the primary reason for their loyalty to a brand.

Loyalty 52

Loyalty Customer relationships Brands Sales 52

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 414

B2B Culture Government Innovation 414

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

InMoment XI

NOVEMBER 13, 2024

Identifying at-risk customers early enables businesses to re-engage them with tailored incentives. It improves customer relationships. Predictive insights highlight what matters to your customers. For example, offering proactive customer support or loyalty rewards helps retain customers by showing them you care.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

DECEMBER 21, 2021

Value has two components: a rational, functional side and an emotionally-based, relationship side. Functional elements of value can be important when it comes to meeting customers’ basic expectations, but they often aren’t particularly differentiating and they don’t drive long-term customer trust and customer loyalty behavior.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

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

Comm100

JULY 3, 2024

Personalization at scale Advanced AI chatbots can deliver personalized customer experiences that consumers are increasingly expecting. By analyzing previous interactions and customer data, chatbots can tailor their responses to meet the individual needs of each customer.

Chatbots 276

Chatbots Communication CRM Interaction 276

eglobalis

AUGUST 28, 2024

For example, a clothing retailer might allow customers to customize their purchases by choosing fabric, color, and fit. This not only meets the customer’s specific needs but also engages their sense of agency, making the shopping experience more satisfying and personal. This trust, in turn, fosters loyalty.

Customer Experience 335

Customer Experience Exercises Customer Service Representative Culture 335

eglobalis

OCTOBER 9, 2024

Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships. Challenges : Managing customer disappointment can be tough, especially with long-term clients. Suggest alternative solutions that meet both security and customer needs.

Feedback 509

Feedback ROI Innovation B2B 509

GetFeedback

DECEMBER 21, 2018

Unhappy customers are more likely to leave, and when they do, they take a piece of your business with them. More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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

Calabrio

MARCH 25, 2025

Leading contact center WFM software: Efficiently meet demand with advanced forecasting and scheduling tools, plus drive agent engagement and retention. Medallia Medallia is a leading experience management platform for enterprises, designed to capture and analyze customer feedback across numerous touchpoints.

Software 130

Software Customer Journeys Tools Contact Center 130

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

ECXO

OCTOBER 23, 2024

By acting upon this feedback, businesses can address customer concerns effectively, turning negative experiences into positive ones and strengthening customer relationships. See AI as a tool to support human interaction with the customers and drive the organization to the next level.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Kayako

MAY 30, 2017

Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. I have selected these videos because each one has influenced our customer relationships and deepened our understanding of how to provide better customer support.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184