ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The third sin is poor communication.

Customer Experience 290

Customer Experience Net Promoter Score VOC Innovation 290

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.

Customer Experience 399

Customer Experience Innovation CX Omnichannel 399

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

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B 297

B2B Customer Experience Touchpoint B2C 297

ECXO

JUNE 9, 2024

Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience In the bustling world of business, where words often flow faster than the coffee in the break room, there’s an underrated skill that can transform the way we interact with both employees and customers: the art of listening.

Customer Experience 374

Customer Experience Gaming Innovation Start-ups 374

Inside Customer Service

OCTOBER 12, 2023

Concrete language improves customer satisfaction and increases revenue. Grant Packard and Jonah Berger did two field studies on the effect of concrete language in customer service. The first study analyzed 200 customer service calls placed to an online apparel retailer. It found that customer satisfaction was 8.9

Customer Satisfaction 220

Customer Satisfaction Contact Center Start-ups Retail 220

eglobalis

SEPTEMBER 19, 2024

A disengaged workforce can stall even the best-laid transformation plans, whereas motivated employees can propel companies to achieve not only operational goals but also enhanced customer experiences (CX). Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 233

Customer Experience Innovation CX Customer Satisfaction 233

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Despite the daily struggles, Jose remained steadfast in his pursuit of customer satisfaction.

Customer Experience 314

Customer Experience Start-ups Customer Feedback Sales 314

ECXO

JULY 16, 2024

To deliver a better Customer Experience, stop reading this article and go to sleep! Recognizing the importance of sleep and its profound effects on the workplace and customer experience is crucial for long-term success. Happy customers are more likely to return and recommend the business, driving long-term success.

Customer Experience 348

Customer Experience Innovation Education Gaming 348

ECXO

APRIL 12, 2021

Customer Experience and Service Management; meeting along the Customer Journey. The Customer Journey is an important common denominator between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience. Share on email.

Customer Experience 296

Customer Experience Net Promoter Score Customer Journey Map CX 296

Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. Download The Article.

Retail 262

Retail Net Promoter Score Customer Experience NPS 262

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

eglobalis

OCTOBER 30, 2024

AI tools enable faster, more efficient service delivery, enhancing employee satisfaction and customer experience. AI-driven insights into employee sentiment foster well-being, directly boosting customer satisfaction through improved service. Faster hiring process. Enhanced well-being.

AI 386

AI Outlook Customer Satisfaction Technology 386

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 373

NPS Customer Feedback Net Promoter Score B2C 373

eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

CX 442

CX B2B Innovation Sentiment Analysis 442

Intercom, Inc.

JULY 14, 2020

The emergence of real-time chat has made responding to customers’ conversations in real time easier and in turn, has changed customer expectations forever. Today, customers expect fast, efficient, and personal help. Although businesses are seeing the benefits of real-time chat – improved customer satisfaction, retention, etc. –

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Helpt

MAY 31, 2024

We're at a crucial point in AI with all the focus on AI customer support and its impact on customer satisfaction. A Deeper Dive Into Poor AI Customer Support Most of us have had the fortune (misfortune) of dealing with a frustrating chatbot experience. Aligning with your customers' expected results (responses).

Customer Satisfaction 98

Customer Satisfaction AI Sentiment Analysis Customer Experience 98

ECXO

NOVEMBER 26, 2024

In the context of the corporate landscape, the word unicorn holds a whole different meaning—one that can have a profound impact on your business, especially when it comes to customer experience. What Does It Mean If a Company’s Customer Experience Depends on Unicorns? What Is a “Unicorn” in a Company?

CX 334

CX Innovation Artificial Intelligence Customer Satisfaction 334

Intercom, Inc.

APRIL 6, 2022

At our recent New at Intercom event, we invited two of our customers, Atlassian and Coda, to speak with our Chief Product Officer Paul Adams about how they’re creating great customer experiences while also driving growth across their businesses. Customer experiences can have a domino effect across a business.

Customer Experience 230

Customer Experience Customer Expectations Customer Satisfaction Omnichannel 230

ECXO

JUNE 23, 2024

For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. Firstly, it’s crucial to assess your current customer service processes and identify areas that can be improved to align with the customer success approach. But what are you talking about?”,

CX 358

CX Customer Satisfaction Innovation Customer Feedback 358

ECXO

OCTOBER 27, 2024

Customer Success (CS) metrics have become central to managing these relationships, offering insights into how businesses can reduce churn, increase product stickiness, and optimize customer satisfaction. In the subscription economy, the faster a customer experiences value, the more likely they are to continue with the service.

Customer Satisfaction 332

Customer Satisfaction Customer Relationship Customer Loyalty CX 332

Callminer

OCTOBER 17, 2022

Optimizing customer experience in the digital age requires a process of continuous improvement. Read on to learn more about making the most of your CX strategy.

Customer Satisfaction 182

Customer Satisfaction CX Customer Experience 182

ECXO

JUNE 15, 2021

As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. These following 10 tips will help shifting to a customer-focused environment across your company: 1. Kirsti Laasio.

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

eglobalis

SEPTEMBER 5, 2024

It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success. To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics.

Net Promoter Score 322

Net Promoter Score NPS CX VOC 322

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

ECXO

JULY 22, 2024

Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive world of B2B software and services, the trifecta of effective onboarding, innovative design, and exceptional customer experience is pivotal for driving adoption and fostering long-term customer relationships.

B2B 207

B2B Customer Experience Customer Loyalty Gaming 207

Intercom, Inc.

AUGUST 5, 2020

As a business grows, most support leaders will be challenged to answer this seemingly trick question: can you provide a best-in-class customer experience…but at a lower cost? If you said “no,” you had to find a way to justify having really happy customers at an equally high cost. It’s a problem we know well.

Customer Experience 204

Customer Experience Customer Satisfaction Engineering Retail 204

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

Adrian Swinscoe

OCTOBER 29, 2024

I shared this quote on Instagram the other day… View this post on Instagram A post shared by Adrian Swinscoe (@punk_cx) and it reminded […] The post The big list of little things that destroy your customer experience (reprise) first appeared on Adrian Swinscoe.

Customer Experience 246

Customer Experience Customer Experience Management Customer Satisfaction Customer Service 246

Callminer

JUNE 24, 2024

CX tools make it easier for businesses to connect with and learn from their customers. From social media management to sales automation, these tools target customer satisfaction and loyalty.

Social Media 182

Social Media Customer Experience Customer Satisfaction Sales 182

ECXO

JUNE 11, 2023

How do customers experience your brand – across touchpoints? Develop a customer journey map – (re)mapping the customer journey will help you identify areas where you can improve the customer experience. How do you ensure your people understand the part they play in improving what your customers experience?

B2B 390

B2B B2C Touchpoint Actionable Insights 390

ECXO

JULY 8, 2024

Discovering the Hidden Gems: How to Prime Your Brain for Exceptional Customer Experiences There’s one thing that holds the key to success: Customer Experience (CX). It’s no secret that customers wield immense power and influence, and can make or break a business in seconds. Science says yes.

Customer Experience 194

Customer Experience Start-ups CX Gaming 194

CX Accelerator

AUGUST 19, 2019

They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. Finally, they will also want to see the key Outcome metrics which measure what action customers took as a result of their perceptions. Executives will want the headlines.

CX 345

CX Customer Journey Map Touchpoint Customer Satisfaction 345

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

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. Always demonstrating the final results of customer conversations as a solution also contribute to customer trust in your brand.

Social Media 418

Social Media B2B Sentiment Analysis B2C 418

Intercom, Inc.

DECEMBER 2, 2019

For online businesses, our customers can come from any part of the world and at any time. How do you ensure a great customer experience globally without adding a ton of headcount? The post Found in translation: How multilingual support helps you scale customer experiences appeared first on Inside Intercom.

Customer Experience 209

Customer Experience Start-ups Customer Satisfaction 209