Bill Quiseng

APRIL 1, 2022

QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You were happy because, in the end, you met their expectations and they were satisfied. Or you solved their problem for them.

Customer Expectations 183

Customer Expectations Customer Service Customer Loyalty Customer Experience 183

Adrian Swinscoe

JULY 27, 2024

Meeting customer expectations alone is no longer enough for businesses to succeed. […] The post How to exceed customer expectations using OKRs first appeared on Adrian Swinscoe. This is a guest post by Jeremy Yancey, the Head of Content at Tability.

Customer Expectations 130

Customer Expectations 130

Experience Investigators

DECEMBER 10, 2024

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn’t quite meet those expectations.

Customer Expectations 52

Customer Expectations Gaming Customer Relationship CX 52

eglobalis

FEBRUARY 24, 2025

AI offers powerful real-time data, but its human strategy that ensures alignment with long-term customer success in B2B ecosystems. B2B customer expectations are always evolving. Customers expect empathetic solutions, not rigid, machine-driven responses. Continuous adaptation required.

CX 288

CX B2B AI Innovation 288

Adrian Swinscoe

DECEMBER 9, 2022

The post Even CX champions are struggling to keep up with rising customer expectations – Interview with Adrian McDermott of Zendesk first appeared on Adrian Swinscoe. Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk. Adrian joins me today to talk about the new Zendesk CX Accelerator report, the main […].

Customer Expectations 190

Customer Expectations CX Technology Technology 190

Adrian Swinscoe

OCTOBER 2, 2024

Customers are generally not happy with the experiences they are having with brands. Last month, Forrester published the US 2024 Customer Experience (CX) Index, which found […] The post Factors driving the gap between customer expectations and satisfaction first appeared on Adrian Swinscoe.

Customer Expectations 130

Customer Expectations CX Customer Experience 130

ECXO

MARCH 11, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities.

B2B 310

B2B CX CX Transformation Net Promoter Score 310

eglobalis

MARCH 24, 2025

Delta Air Lines maintained robust human support channels alongside AI chatbot deployments, explicitly responding to customer dissatisfaction with AI-only service options. This preference confirms that AI solutions alone remain insufficient for fully meeting nuanced customer expectations, emphasizing the ongoing necessity for human empathy.

Contact Center 323

Contact Center AI Compliance Machine Learning 323

Beyond Philosophy

SEPTEMBER 27, 2024

She wants to know how to manage rising customer expectations with fewer resources than she used to have. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Claire noted that customer expectations seem to be constantly rising. Claire Dunwood has a pickle.

Customer Expectations 97

Customer Expectations Customer Feedback Technology Technology 97

ECXO

NOVEMBER 19, 2024

Whether it’s using AI to streamline customer support or adopting new channels to engage with customers, staying innovative ensures you can adapt to ever-changing customer expectations. Application in CX : • Customer Feedback Loops : Establish mechanisms for collecting, analyzing, and acting on customer feedback.

CX 296

CX Customer Experience Social Media Touchpoint 296

eglobalis

DECEMBER 17, 2024

AI-powered insights also improve renewal forecasting and streamline service workflows, ensuring B2B companies can scale customer support without overextending resources. As customer expectations in B2B rise, AI will serve as a critical enabler of personalized, high-touch experiences that drive business partnerships forward.

AI 337

AI CX Sentiment Analysis Net Promoter Score 337

Beyond Philosophy

OCTOBER 3, 2024

Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them. Afterward, customers remember what happened and compare it to what they thought would happen.

Customer Expectations 88

Customer Expectations E-commerce Social Media Artificial Intelligence 88

eglobalis

NOVEMBER 5, 2024

His insights have guided countless companies to create impactful customer interactions that have become the benchmark for customer expectations. Solis redefined CX as more than a trend, positioning it as central to brand strategy.

Innovation 461

Innovation CX Social Media Entertainment 461

eglobalis

DECEMBER 4, 2024

While AI will undoubtedly enhance certain aspects of CX, this view oversimplifies the multifaceted nature of customer expectations and underestimates the continuous adaptation required to meet evolving demands in global markets. CX professionals ensure that businesses remain agile in addressing these changes.

B2B 414

B2B Artificial Intelligence AI CX 414

ECXO

FEBRUARY 10, 2025

But to the customer, especially one in a rush, those five minutes feel like an agonizing eternity. If youre not aware of how time and perception shift based on customer expectations, youre setting yourself up for disappointment, negative reviews, and lost sales. Customer frustration is born from mismatched expectations.

Customer Experience 173

Customer Experience Construction Social Media Customer Expectations 173

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. B2B customers will notice that commitment.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

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. Real-life Examples SaaS Industry 1.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 425

Customer Experience Social Media Predictive Analytics AI 425

ECXO

AUGUST 12, 2024

Similarly, in regions like Latin America (LATAM), North America (NAM), and Europe, the Middle East, and Africa (EMEA), tailored MarTech strategies are proving essential for elevating CX in line with distinct market dynamics and customer expectations. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

eglobalis

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 450

NPS Customer Feedback Net Promoter Score B2C 450

ECXO

AUGUST 19, 2024

By testing different journey scenarios, businesses can identify the true paths customers take and optimize touchpoints, improving overall experience and alignment with customer expectations. Data Privacy and Compliance : Adhering to data privacy regulations while collecting and analyzing customer data can be complex.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

eglobalis

JANUARY 7, 2025

Conclusion: Transforming B2B with Design Thinking Design Thinking is not just a methodology; its a mindset that drives innovation and customer-centricity in B2B environments. By following a structured, iterative processfrom empathy to implementationcompanies can develop solutions that not only meet but exceed customer expectations.

B2B 285

B2B CX Artificial Intelligence Predictive Analytics 285

Futurelab

DECEMBER 27, 2024

Advocacy usually happens in two cases: Customer expectations are exceeded, unexpectedly. But a positive event on the background of an overall decent standard is where magic happens. Thats why we call them Moments, duh.

Customer Expectations 130

Customer Expectations 130

eglobalis

JULY 25, 2024

In contrast, European companies, including those in the UK, tend to focus more on product quality and regulatory compliance, sometimes at the expense of the customer experience. European companies, in contrast, often face challenges in aligning their digital strategies with customer expectations.

Customer Experience 485

Customer Experience Innovation CX Omnichannel 485

eglobalis

NOVEMBER 3, 2024

In my article “The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business” , I discussed how over-reliance on NPS can provide an incomplete view of the customer experience.

CX 514

CX B2B Innovation Sentiment Analysis 514

ECXO

NOVEMBER 26, 2024

Collect and Analyze Customer Feedback By regularly collecting and analyzing customer feedback, you can identify pain points and areas for improvement that don’t require a unicorn to solve. Use this data to refine your processes and ensure that your entire team is aligned with customer expectations.

CX 334

CX Artificial Intelligence Innovation Customer Satisfaction 334

CX Accelerator

AUGUST 19, 2019

what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. And this is both as a whole, as well as within specific departments responsible for different parts of the customer journey.

CX 345

CX Customer Journey Map Touchpoint Customer Satisfaction 345

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

CX 232

CX CX Transformation B2B B2C 232

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233