eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

Leadership 234

Leadership B2B B2C Effort Score 234

eglobalis

APRIL 6, 2025

Part I: Foundational Dimensions of Customer Value Introduction: Why This Series and Why Now? Yet despite countless articles and frameworks, many companies still struggle to define, deliver, and evolve real value for their business customers. Key takeaways: Frame value in customer outcomes, not features. The outcome?

Contact Center 270

Contact Center B2B Competitive Advantage Self Service 270

Experience Investigators by 360Connext

OCTOBER 11, 2024

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

SEPTEMBER 1, 2022

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more. That is why your customer retention efforts are so important.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 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? What is Customer Experience Automation? Customer experience automation refers to automating interactions or touchpoints throughout the customer journey.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

BlueOcean

OCTOBER 21, 2024

Listen to the audio via our podcast here: One negative customer experience may seem like a drop in the ocean of all your shopper interactions, but it’s never that simple. TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. Too tired to read?

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

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. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

NOVEMBER 18, 2024

To capitalize on those behaviors, you need to be able to perform customer behavior analysis. What Is Customer Behavior Analysis? Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the customer journey.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

eglobalis

JANUARY 20, 2025

While customer experience (CX), product design, and delivery are critical factors, the underlying success stems from a comprehensive understanding of client needs and a commitment to exceeding expectations. A McKinsey study found that 70% of B2B customers identify reliability as the most critical component of their supplier relationships.

B2B 421

B2B Loyalty Loyalty Programs Innovation 421

InMoment XI

MAY 2, 2024

To manage your reputation and actively use customer feedback in your business operations, you need to implement strategies that are efficient, effective, and scalable. Your online reputation is also a significant factor in the way your customers perceive and interact with your brand. Location pages also improve local SEO rankings.

Retail 195

Retail Customer Retention Strategy Management 195

inQuba

MARCH 12, 2025

In today’s competitive market, emotional marketing has become a crucial strategy for businesses seeking to establish strong connections with their customers. By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention.

ROI 52

ROI Customer Retention Connections Measurement 52

InMoment XI

APRIL 8, 2025

Businesses deliver seamless customer experiences when their sales and marketing teams are on the same page. Research from Gartner suggests that sales teams prioritizing alignment with marketing are nearly three times more likely to exceed new customer acquisition targets.

Sales 195

Sales Marketing Effort Score Net Promoter Score 195

InMoment XI

APRIL 9, 2025

Sales forecasting is essential for anticipating demand, allocating resources, and setting realistic revenue goals. However, according to Gartner research, forecasting is one of the top areas where sales operations functions are least effective. It strengthens sales strategies. What Factors Impact Sales Forecasting Accuracy?

Trends 195

Trends Sales Analysis First Call Resolution 195

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience leaders, you arent the only ones expected to prove ROI on your initiatives! Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Saying were customer-centric is not a strategy.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. 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 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. All that starts with a targeted survey.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Optimove

FEBRUARY 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: The holiday season is critical for retailers as it often brings a surge in sales driven by new and one-time shoppers. Optimove Insights show that up to 60% of monthly customers may not return for a second purchase.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Lumoa

OCTOBER 20, 2022

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . A Good Customer Experience Builds Customer Advocacy.

Customer Experience 286

Customer Experience Banking Customer Retention Customer Satisfaction 286

ECXO

DECEMBER 4, 2024

Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. Nature of Product/Service 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? We want to fix that.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

InMoment XI

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. 5 Ways to Build Customer Loyalty in Retail.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

GetFeedback

DECEMBER 11, 2018

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits.

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. Customer experience is no exception.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

ECXO

JUNE 13, 2023

Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. Data/organizational silos.

Marketing 401

Marketing Analytics Government Survey 401

Uniphore

JANUARY 4, 2022

Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift.

Customer Service 74

Customer Service Customer Retention Call Center Sales 74

InMoment XI

NOVEMBER 22, 2024

Customer experience (CX) is crucial to SaaS business success. With intense competition and changing customer preferences, businesses must better understand their users to stay ahead. User feedback helps you refine your product to meet customer needs, resulting in increased satisfaction. It boosts revenue.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376