eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Refine your CX personalization by continuously testing what truly resonates with customers. Experimentation and testing are often conflated, but they serve distinct purposes within a customer experience (CX) program.

Customer Journeys 353

Customer Journeys Effort Score Omni-Channel Social Media 353

eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

B2B 514

B2B Culture Innovation Loyalty 514

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. You can think of it as your eyes and ears on social media with the information it provides. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Tools 195

Tools Social Media Customer Experience Analysis 195

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? This can misrepresent the broader customer base.

Survey 312

Survey Banking NPS Effort Score 312

eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

InMoment XI

OCTOBER 29, 2024

A loyal customer is a valuable asset to your business. In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

BirdEye

FEBRUARY 5, 2025

Restaurant social media marketing is not just about posting a few pictures of food anymoreits about creating a space where your customers connect, trust, and get inspired to visit. These are proven strategies, not just ideas, to help you attract customers, increase loyalty, and increase diners to your restaurants.

Social Media 104

Social Media Tips Marketing Video 104

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? To capitalize on those behaviors, you need to be able to perform customer behavior analysis. To capitalize on those behaviors, you need to be able to perform customer behavior analysis. What Is Customer Behavior Analysis?

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. Voice of Customer analysis is a useful system for accomplishing this goal.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

OCTOBER 22, 2024

We’ve all been there—checking reviews, browsing social media profiles, and searching Google to find the right healthcare provider. It includes managing patient reviews, ensuring the accuracy of your online listings, engaging with patients on social media, and maintaining high visibility in search results.

Management 221

Management Social Media Healthcare Software 221

ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

C3Centricity

DECEMBER 10, 2024

Accenture ) Expanded Case Study: Spotifys “Wrapped” Campaign Spotifys “Wrapped” campaign exemplifies how personalisation can drive engagement. This initiative doesnt just foster a sense of individualityit encourages users to share their summaries on social media, generating massive organic reach.

Trends 270

Trends Consumers Strategy Case Study 270

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 425

Customer Experience Social Media Analytics Chatbots 425

Brandwatch CX

APRIL 1, 2025

Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. Social customer service costs around $1 per interaction , six times cheaper than phone support costs. Twitter reports that customer service interactions have increased by 2.5

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

InMoment XI

OCTOBER 25, 2024

Customers love talking about their experiences, especially if they had an exceptionally good or bad time. They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. Here are some of the key benefits: It helps restaurants attract more customers.

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. What is a Customer Feedback Questionnaire? Why is Asking the Right Customer Feedback Questions Important?

Feedback 195

Feedback Effort Score Survey Customers 195

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

InMoment XI

NOVEMBER 4, 2024

It’s essential for businesses to understand the FTC’s guidelines and why adhering to them is not only a legal obligation but also a pathway to building sustainable trust and customer loyalty. But for companies, the real damage can go beyond financial penalties—violations can severely erode customer trust and damage long-term brand reputation.

Policies 195

Policies Social Media Guidelines Financial 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 418

B2B Loyalty Loyalty Programs Innovation 418

ECXO

OCTOBER 14, 2024

How Customer-Centric is Your Organization? We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Are you able to understand what your customers are telling you?

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

NOVEMBER 13, 2024

companies could save over $35 billion annually by satisfying existing customers? Understanding why customers want to leave can help you retain them and reduce acquisition costs. But, how do you identify customers at risk of leaving? Churn prediction detects which customers are likely to discontinue business with you.

Customer Retention 195

Customer Retention How To Analysis ROI 195

ECXO

AUGUST 12, 2024

MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

BirdEye

DECEMBER 28, 2024

Social media management has become increasingly challenging with evolving algorithms, shifting audience behavior, and ever-changing best practices. However, these challenges only compound for enterprises looking to expand their digital footprint across social media platforms.

Social Media 52

Social Media Software Management Multi-Channel 52

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. With customer feedback influencing decision-making, a strong reputation is your key to standing out in a competitive space. Stronger customer loyalty due to increased member satisfaction.

Management 195

Management Social Media Financial Banking 195

InMoment XI

JANUARY 22, 2025

A customer experience (CX) agent in Albuquerque or Mumbai may have difficulty responding authentically and empathetically to customers in urban New Jersey or rural Oregon. Some multi-location brands need an approach that supports location-specific concerns, unique customer experiences, and local market dynamics. Not convinced?

Management 195

Management Multi-Channel Effort Score Social Media 195

ECXO

JANUARY 21, 2025

The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience Hey everyone! After a couple of weeks of holiday bliss, Im back and ready to dive into sharing more knowledge about one of my favorite topics: customer experience. What happens if a company doesnt care about customer experience? But cracks began to show.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

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. It boosts customer satisfaction.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

DECEMBER 25, 2024

Growth vs. Customer Experience: A Dilemma? In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. For businesses, this means the bar for customer experience (CX) is perpetually rising.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

OCTOBER 30, 2024

Reflections on The Matrix: A Journey into the Depths of Customer Experience The Matrix, a groundbreaking film sequence first released in 1999, has captivated audiences with its thought-provoking narrative, stunning visuals, and philosophical undertones. To enhance customer experience, companies must strive for transparency and authenticity.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

InMoment XI

DECEMBER 10, 2024

Losing customers never feels good, especially in a hyper-competitive market. In fact, it costs five times more to acquire new customers than it does to keep an existing one. But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Thematic

FEBRUARY 12, 2025

Is your business on social media? Then you’ve probably seen how one viral tweet, a trending hashtag, or a wave of customer complaints can shift public perception overnight. In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation.

Social Media 62

Social Media Analytics Analysis Trends 62

BirdEye

MARCH 28, 2025

In 2025, real estate social media marketing is no longer optionalit’s essential. With more potential buyers scrolling through social media platforms than ever, real estate agents and businesses must establish a strong social media presence to capture attention, build relationships, and generate leads.

Social Media 52

Social Media Marketing How To Video 52