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Closing the Loop on Negative Feedback: The Art of Turning Complaints into Loyalty

ECXO

Closing the Loop on Negative Feedback: The Art of Turning Complaints into Loyalty Let’s be real: nobody loves getting negative feedback. And when we fail to close the loop, we’re essentially saying, “Cool story, bro. What Does “Closing the Loop” Actually Mean? Closing the loop has three layers: 1.

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Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes?

eglobalis

Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. Too often, I see romanticized views of CX as a feel-good concept, but true success lies in execution and outcomes.

CX 513
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AI and Real-Time Tech vs. Traditional CX Surveys: Who Will Win the Upcoming Battle?

eglobalis

[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)? The result is a shift in CX management: from retrospective score-watching to proactive, data-driven engagement.

AI 357
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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

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 vision serves as a North Star that guides the entire program.

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From Asking to Knowing: How AI Is Replacing B2B Customer Surveys—Not If, but When

eglobalis

Introduction: Traditional B2B customer surveysonce the cornerstone of customer experience (CX) feedbackare rapidly losing effectiveness. Each section unpacks a trend with data and uses cases (spanning enterprises like Samsung, Siemens, Salesforce, Gainsight, and SAP), and ends with implications for enterprise CX teams.

B2B 310
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The Hidden Flaws in Toyota’s German Dealerships CX: What Happened to Accountability?

eglobalis

Poor Understanding of Loyalty, CX, and Retention: Toyota dealers in my region (Bavaria) seem to have little understanding of how to build customer trust, loyalty, and confidence. The post The Hidden Flaws in Toyota’s German Dealerships CX: What Happened to Accountability? Toyota in Europe and Germany Toyota holds a promising 7.3%

CX 497
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Level Up Your VoC Program

CX Accelerator

It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. The key to breaking "survey mentality" is to effectively capture unstructured VoC data. Below are several proven suggestions to help you level up your VoC program.

VOC 160