ECXO

NOVEMBER 17, 2024

For example, Google’s clean, straightforward interfaces are a testament to the power of simplicity in driving emotional adoption. Adobe’s empathy-driven design approach, for example, ensures that the product experience resonates deeply with users, making complex software feel accessible and supportive.

B2B 390

B2B Loyalty Connections Technology 390

ECXO

FEBRUARY 26, 2024

Each principle will be explained in a simple, easy-to-understand manner, along with practical examples of how they can be applied to influence customers’ decisions. A prime example is Netflix, which implemented this strategy in its pricing plans. Perhaps one of their best storytelling examples is their Dream Crazier ad.

Sales 345

Sales Customers Social Media Examples 345

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations.

Customer Journeys 337

Customer Journeys Culture Leadership Effort Score 337

eglobalis

DECEMBER 17, 2024

This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success. For example, predictive AI in telecommunications has reduced churn rates by detecting service disruptions and addressing them pre-emptively.

Net Promoter Score 221

Net Promoter Score Effort Score B2B NPS 221

eglobalis

OCTOBER 21, 2024

This contrasts starkly with companies that avoid responsibility, offering a remarkable example of how embracing feedback can lead to enhanced operations, retention, adoption and customer satisfaction. Below is a look at real cases where companies took these distinct approaches, including examples from both B2B and B2C environments.

Social Media 418

Social Media Feedback Engagement Company 418

eglobalis

OCTOBER 30, 2024

Real-World Examples of AI-Driven Improvements in Employee Experience Vodafone (Europe) Vodafone , the British multinational telecommunications company, has integrated AI into its recruitment and onboarding processes.

Employee Experience 386

Employee Experience Customer Experience Employee Engagement Telecommunications 386

ECXO

APRIL 18, 2024

The key digital conversations skills your customer service need (case examples) • What companies are doing to spread customer culture in any department (case examples) • How to leverage ‘The Power of Digital Conversations’ in your organization Bio: Paolo Fabrizio – Digital Customer Service Consultant, Trainer, Speaker.

Insurance 334

Insurance Consulting Travel B2B 334

InMoment XI

JULY 18, 2022

We are going to walk through how different departments can benefit from customer feedback and some examples of how it can be used. One example of this comes from an InMoment quick service restaurant (QSR) customer who has had great success by building an employee Facebook group to share success stories.

Feedback 369

Feedback Culture eBook Customers 369

InMoment XI

JANUARY 4, 2022

For example, if you want to collect more feedback from customers in a specific state, you can set a trigger based on IP addresses. For example, you can ask specific questions targeting those who use the mobile site in order to improve the mobile design and experience. Consider using a banner on your mobile site instead. Be creative!

Feedback 448

Feedback Customer Experience How To Survey 448

InMoment XI

DECEMBER 3, 2024

For example, outlining a CX program and building a team to execute the vision. For example, tracking NPS to determine the success of recent loyalty efforts. For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative. It analyzes past conversations, highlighting patterns and areas for improvement.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Lumoa

FEBRUARY 7, 2023

Examples of VoC There are so many different ways customers can share information about what they want. Here are just a few examples of data that could be included in VoC. In short, anywhere your customer talks about their experience with your business, or interacts with you is an example of VoC.

Analysis 396

Analysis Data How To Customer Centricity 396

InMoment XI

JANUARY 9, 2024

What are Some B2B Customer Experience Examples? Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

JULY 20, 2022

Research has demonstrated, for example, the strong correlation of brand and product reputation through online reviews and resultant sales. . #7: The Importance of Brand Image in Shaping Perceived Value and CX. Corporate and brand image is a key, though less studied, element of perceived stakeholder value and overall experience.

Brands 370

Brands B2C B2B Financial 370

InMoment XI

MAY 14, 2022

A Few Examples from Best-In-Class Brands. This is a perfect example of a co-created brand identity that satisfies customer needs while staying true to the brand’s promise. is another example. Remember the Tiffany example? Tiffany & Co. Tiffany & Co. Of course you have.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Experience Investigators by 360Connext

NOVEMBER 16, 2021

In this example, a feedback program goal could be to uncover why NPS is significantly lower for the year-plus customers than the new customers. Customer journey maps, for example, don’t often include feedback requests as actual touchpoints. Align your feedback journey with your overall customer journey. Consider where the big ideas go.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

ECXO

JUNE 19, 2024

For example, a consumer-packaged goods company used generative AI to augment its market research, revealing new consumer sentiments and preferences that informed its product design. For example, BMW has integrated AI into its design workflow to create more efficient and innovative vehicle components.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

InMoment XI

JULY 7, 2022

For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it. For example, a company that is effective at shipping quickly, restocking, and supplying vendors could increase the quality of its brand equity. Customer Preference.

Brands 369

Brands How To ROI Social Media 369

InMoment XI

AUGUST 24, 2022

For example, an organization that rolls out a new feature as part of its app may employ aspect-based sentiment analysis to better understand how users feel about the upgrade. Sentiment Analysis Examples. Some of the most widely used sub-types of sentiment analysis include: Aspect-Based Sentiment Analysis. Clause-Level Analytics.

Analysis 370

Analysis Effort Score Feedback Analytics 370

InMoment XI

FEBRUARY 24, 2022

Tip #3: Use Small, Real Money Examples. For example, let’s say there’s a rental car business that sells at airports. It’s easy to latch onto numbers as concrete evidence, but stories can make the numbers come alive. When you’re presenting a business case, the goal shouldn’t be complexity.

Tips 370

Tips ROI Metrics Touchpoint 370

InMoment XI

NOVEMBER 26, 2024

Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. Example: A fitness app company maps out the day in the life of a busy working parent to see how and when the app could help them achieve their fitness goals in their busy schedule.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

SEPTEMBER 6, 2022

Primary Research Methods and Examples. For example, let’s say you just launched a new navigation layout on your online store website and want to know how it’s being received. An example of a good interview opportunity would be if you need to gather information about a certain subject from experts.

Groups 370

Groups Survey Analysis Data 370

InMoment XI

NOVEMBER 1, 2022

One common example of clustering is the arrangement of items within a grocery store—products are classified and grouped based on how similar they are in purpose. Instead, cluster analysis takes a collection of data items and attempts to organize them based on how closely associated each one is with the others.

Analysis 397

Analysis Groups Metrics Airlines 397

Lumoa

MARCH 9, 2023

The release of the “ How It’s Made ” videos is a perfect example of this. For example, talking about that experience gives your customer the idea that you get their pain points and you’re the person they can rely on. Let’s take a look at Buffer , a social media management company as an example.

Customer Experience 397

Customer Experience Social Media Customers Video 397

ECXO

JULY 1, 2024

For example, a brand like Tesla mirrors the values of innovation, sustainability, and forward-thinking, attracting customers who identify with these values. For example, a product that embodies the ‘Hero’ archetype may resonate with a broad audience’s inherent desire for triumph and success.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

ECXO

OCTOBER 5, 2023

In-depth Understanding of CX and AI Connection : Practical Examples : Delve into practical examples to understand how these emerging technologies can serve as a precursor to fully automated models using AI. This marks a revolution in CX assessment.

Survey 380

Survey Net Promoter Score NPS Exercises 380

InMoment XI

NOVEMBER 19, 2024

A popular example is a large language model (LLM) giving a fabricated answer to a prompt it fails to understand. An example would be responding with an anniversary message to a prompt asking for a birthday card. For example, responding with “ New York ” to a question about the French capital. What is an AI hallucination?

Healthcare 195

Healthcare Training Contact Center Financial 195

InMoment XI

FEBRUARY 1, 2022

For example, are you striving to increase market share? Using the same example from step one, if you are looking to increase retention, you may be able to use inferred/internal data to identify that 30% of your churn is driven by a lack of personalized experiences. Retain existing customers? Today, there is no shortage of data.

Survey 396

Survey Customer Experience Social Media Data 396

InMoment XI

DECEMBER 10, 2024

The most straightforward example is when a customer decides to cancel their subscription. For example, a subscription that ends due to failure to update credit card details. For example, if they havent renewed their subscription or completed a survey in a while, they might be losing interest in your product.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score NPS 195

InMoment XI

AUGUST 30, 2022

Here are examples of categories of questions and example questions. There are a wide variety of questions you can ask across multiple types of surveys, it just depends on what you are looking to get insight on. Product Usage How long have you been using the product? How often do you use the product or service?

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score Survey Effort Score 370