InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Leadership and Loyalty.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever, too.

Employee Experience 397

Employee Experience Customer Experience Brands Social Media 397

eglobalis

NOVEMBER 1, 2023

How to boost customer loyalty in a tough economy - Customer Experience The post How to boost customer loyalty in a tough economy appeared first on Eglobalis.

Loyalty 415

Loyalty How To Customers Customer Experience 415

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Eric knew that changes had to be integrated into the culture and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

eglobalis

NOVEMBER 22, 2020

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

Culture 536

Culture Loyalty Employee Experience Customer Experience 536

Blake Morgan

OCTOBER 22, 2024

                                                                                Customer experience and employee experience are deeply connected, and without strong employee experience, brands struggle to deliver memorable customer interactions.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

eglobalis

FEBRUARY 13, 2025

Measuring Empathy in Customer Experience: Action Over Rhetoric Where does your company stand? Empathy alone wont retain clients or drive customer loyalty. Empathy in customer experience is the starting point. Are you acting on empathy or still stuck in sentiment? Execution is the journey.

Analytics 294

Analytics Measurement Metrics Feedback 294

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required?

Innovation 451

Innovation e-support Culture Customer Centricity 451

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies. Apple: Apple’s brand loyalty is legendary.

e-support 512

e-support Innovation Customer Centricity Loyalty 512

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

DECEMBER 25, 2020

Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity. The post Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience appeared first on Eglobalis.

Brands 545

Brands Customer Experience Customer Centricity Employee Experience 545

InMoment XI

FEBRUARY 25, 2022

That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. Further, and equally important, they must focus on optimizing the employee experience. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees.

Company 397

Company B2C Employee Experience Culture 397

eglobalis

NOVEMBER 22, 2021

Best New Customer Experience and Design Books – 2021 List best employee experience and design books. The post Best New Customer Experience and Design Books – 2021 List appeared first on Eglobalis.

Customer Experience 536

Customer Experience Employee Experience Customers Measurement 536

Calabrio

FEBRUARY 26, 2025

On the flip side, companies that invest in workforce engagement strategies see significant improvements in both employee retention and customer satisfaction. Bridging the Gap: How Employee Experience Impacts Customer Satisfaction The connection between engaged employees and happy customers is undeniable.

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

InMoment XI

JANUARY 25, 2022

When employees feel meaningfully supported by their organizations and that they have a chance to make a difference in customers’ lives, they won’t ‘just’ stick around—they’ll feed that passion directly into customer relationships and help you maintain an audience with unwavering brand loyalty. A Closer Look.

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role.

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

InMoment XI

MARCH 16, 2022

Earlier this year, we released a customer experience (CX) (and employee experience) trends report for both the North America and Asia-Pacific (APAC) regions. CX Trend #3: New Loyalty Indicators & Drivers Are Emerging. What experience elements would most impact a consumer’s loyalty?

Trends 370

Trends Social Media Comparison Loyalty 370

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members. The data is clear—loyalty pays… but it is often harder to achieve than it looks.

Loyalty Programs 177

Loyalty Programs Loyalty Rewards Programs Social Media 177

InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. They are crucial for creating and maintaining a positive customer experience, ultimately leading to customer satisfaction, loyalty, and business success.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

eglobalis

SEPTEMBER 8, 2020

Use Criticism to Improve Your Customer Experience and employee experience products and services. The post Customer and Employee Criticism: Your Leverage Tool for Growth appeared first on Eglobalis.

Tools 490

Tools Employee Experience Customers Customer Experience 490

ECXO

MARCH 21, 2023

By establishing a customer experience culture that focuses on these five pillars, an organisation can create a customer-centric environment where each employee is committed to delivering the best possible experience for the customer. Do this, and you are starting your readiness to become a more mature CX company!

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ECXO

JUNE 15, 2021

Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process. An empowered employee that feels to have a purposeful work, is a happy employee. Follow Kirsti. Join ECXO today.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

eglobalis

MARCH 2, 2021

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.

Customer Experience 446

Customer Experience Innovation Employee Experience Customers 446

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

B2B 433

B2B Customer Experience Employee Experience Customers 433

InMoment XI

JANUARY 18, 2022

But keeping up with quickly evolving employee and customer expectations is easier said than done. The “2022 Experience Trends Report: Four Trends That Are Changing Customer & Employee Experiences This Year” just dropped, and we wanted to give you a sneak peek! About the 2022 Experience Trends Report.

Trends 370

Trends Measurement Customer Experience Entertainment 370

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind. ” [link] Eglobalis.

Customer Experience 494

Customer Experience Customer Centricity Innovation Culture 494

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

ShepHyken

NOVEMBER 3, 2024

Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. See how aligning employee experience with smart tech improves CX outcomes. My Comment: I’ve written many articles about loyalty programs.

Customer Service 70

Customer Service Loyalty Programs Entertainment Loyalty 70

Retently

JANUARY 13, 2025

CES helps you understand if youre delivering on that promise of ease, which directly impacts loyalty and long-term growth. Reducing effort directly boosts satisfaction, loyalty, and repeat business. NPS looks at loyalty. It gauges: How happy are your customers with a specific interaction or experience? Low scores?

Measurement 117

Measurement Tools Effort Score Multi-Channel 117

ShepHyken

JUNE 5, 2023

Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. To bridge the disconnect between the C-suite and the frontlines, executives need to spend more time understanding the experiences of both their customers and their employees. They are your true north.”

Employee Experience 96

Employee Experience Net Promoter Score NPS Retail 96

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You can also start estimating what a bump in retention or an increase in loyalty might mean for your organization’s bottom line. Increased loyalty means more spending, more referrals and more positive word-of-mouth marketing. Employee experience (EX) is in step with customer experience.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. She is a firm believer of Employee Experience. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? NPS, CSAT, CES, etc.)?How How will you define success?

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

ECXO

MAY 16, 2024

This fundamental principle drives the organization towards long-term success and customer loyalty. The customer is not only the focus when convenient; the customer experience is always the highest priority. The employee experience is particularly relevant now as a generational shift occurs within the entire Swedish workforce.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The company uses a catchy one-liner which is not consistent with what their customers (and their employees) experience.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

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. And once you have their attention, every step in their journey can deepen their loyalty or cause them to look elsewhere. But this is easy to say and harder to do.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

ShepHyken

MARCH 24, 2025

Starbucks Raises the Bar on Customer Loyalty with Ad Campaign from Anomaly by Andrea Surnit (DesignRush) Companies that integrate storytelling, sensory marketing, and customer incentives can cultivate long-term relationships that ultimately drive revenue. It crosses over to the importance of experiential marketing and experience.

Customer Service 74

Customer Service Healthcare Loyalty Video 74