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.

Customer Experience 434

Customer Experience Social Media Predictive Analytics AI 434

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. Forrester reports that businesses prioritizing CX experimentation see notable gains in customer loyalty and satisfaction.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Experience Investigators

OCTOBER 11, 2024

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person.

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98

ECXO

MARCH 3, 2025

posts header on Linkedin and ECXO One Journey to Rule Them All: What Frodo Can Teach Us About Customer Experience Since I was a teenager, Ive been a huge fan of epic fantasy. After all, creating a great customer experience is a lot like an adventure through Middle-earth. Sound familiar?

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

Intercom, Inc.

JUNE 16, 2020

“Support teams turn company promises to their customers into experiences that drive long-term loyalty” Customer loyalty is more than just a feeling of trust and emotional connection. They share their proven strategies for increasing customer loyalty and, ultimately, the business’s bottom line.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. But I digress.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

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 is a shift from reactive measurement to proactive management of customer experience.

AI 326

AI CX Sentiment Analysis Predictive Analytics 326

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. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

CX Transformation 339

CX Transformation B2B CX Government 339

eglobalis

AUGUST 28, 2024

Guest post by: João Pereira In the bustling corridors of the business world, where brands and businesses compete for the attention of discerning customers, the concept of free will stands as a beacon of human autonomy and conscious choice. Recognizing these cultural differences broadens our understanding of free will and its implications.

Customer Experience 344

Customer Experience Legal Customer Relationship Retail 344

Intercom

JANUARY 20, 2025

The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology.

Customer Service 91

Customer Service Compliance AI Education 91

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Execs In The Know

OCTOBER 28, 2024

How is your brand redefining loyalty in the age of the customer? The pursuit of customer loyalty has become a holy grail for businesses across industries. Why Loyalty Matters: The ROI of Loyalty Investing in emotional connection and building genuine loyalty pays dividends.

Age of the Customer 105

Age of the Customer Customer Journey Map Customer Loyalty Customer Expectations 105

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. Excellent customer service is one of the best ways to achieve this goal.

Customer Retention 172

Customer Retention Customer Service B2C Customer Loyalty 172

Adrian Swinscoe

DECEMBER 16, 2024

In this article, CX thought leader Adrian Swinscoe addresses the dual challenge facing customer experience (CX): firstly, the declining trend in customer satisfaction, and secondly, the [] The post The two-sided customer experience problem and how VoC data is the answer first appeared on Adrian Swinscoe.

VOC 147

VOC Customer Experience Customer Satisfaction CX 147

Hodusoft

NOVEMBER 27, 2024

Building Customer Loyalty: Insights and Best Practices for Transforming Your Business For every business, customer loyalty matters a lot. That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Bill Quiseng

JUNE 26, 2024

Once you understand the World’s Best experience for each customer, then you need to consistently deliver that experience to every customer with the Rule of Three QUI TAKEAWAYS to deliver the World’s Best customer experience. When it comes to customer loyalty, don’t get inside their heads.

Customer Experience 173

Customer Experience Social Media Customer Loyalty Customer Experience Management 173

Customer Service Life

FEBRUARY 10, 2020

The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Beyond “buy 10 get one free”: What is customer loyalty? Check out this article with some fresh ideas on the topic.

Customer Service 151

Customer Service Contact Center Customer Loyalty AI 151

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

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.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Bill Quiseng

MAY 31, 2023

Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. For starters, let me give you these simple definitions: Customer service is what you do for your customers. Customer experience or CX is how your customers feel about what you do.

Customer Loyalty 109

Customer Loyalty CXM Social Media CX 109

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

Customer Loyalty 156

Customer Loyalty Customer Experience Customer Experience Management Customer Service 156

Shep Hyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

eglobalis

OCTOBER 1, 2024

This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

CX 450

CX Finance Customer Journey Map Innovation 450

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Fonolo

SEPTEMBER 14, 2021

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.

Customer Service 142

Customer Service Business Growth Customer Feedback Customer Satisfaction 142

The DiJulius Group

MAY 10, 2022

One of the key characteristics of the top customer experience brands in the world is that they are ‘Zero Risk’ to do business with. A Zero Risk business isn’t one that never makes mistakes; every excellent customer service company drops the ball from time to time. The secret to what makes these top brands Zero.

Customer Loyalty 126

Customer Loyalty Customer Service Customer Experience Customer Satisfaction 126

eglobalis

SEPTEMBER 28, 2024

Take, for example, some small Toyota dealerships in Bavaria, Germany, where experiences have highlighted a significant gap in understanding customer experience, loyalty, and service excellence among some family-owned businesses. This erodes trust between the brand and the customer.

CX 478

CX Close the Loop Legal Transportation 478

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Education Legal 167

Shep Hyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Here are my top five picks from last week.

Customer Service 133

Customer Service Customer Loyalty CX Customer Experience 133

Fonolo

DECEMBER 16, 2021

A good call center leader understands the importance of customer service. So what if you have an incredible product or service? That means nothing if your customers are displeased with their experience with your brand. . improving customer satisfaction; and . improving customer satisfaction; and .

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. For instance, when they go from email support to calling the customer service team. “A

Technology 376

Technology Technology E-commerce Contact Center 376

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.” It happens by design.”

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

Adrian Swinscoe

MARCH 10, 2025

Todays podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, [] The post There are five types of loyalty but only two are growing Interview with Sara Richter of SAP Emarsys first appeared on Adrian Swinscoe.

Omnichannel 147

Omnichannel Customer Loyalty Business Growth Customer Retention 147

Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. And when we CARE each customer is wowed and happy, intent on returning again and again, raving to others along the way.

Customer Service 200

Customer Service Customer Loyalty Customer Experience 200

Shep Hyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Here are my top five picks from last week.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131