eglobalis

JANUARY 7, 2025

Techniques like shadowing clients or performing customer journey observations are particularly effective in B2B contexts. Tools : Empathy maps and journey mapping to visualize customer experiences and uncover pain points in their processes. Focus : Simplicity and speed to identify flaws early while ensuring scalability.

B2B 294

B2B CX Artificial Intelligence Predictive Analytics 294

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

ECXO

MAY 19, 2024

Experience the Difference: On the podcast of the European Customer Experience Organization (ECXO) this week, Nicolette Wuring joins our host, Christopher Brooks. Become a part of our open-access Customer Experience Professional Organization at ECXO.org and connect with like-minded CX enthusiasts.

CX 349

CX Manufacturing B2B Customer Experience 349

Futurelab

FEBRUARY 17, 2025

The business needs to be ready to deliver customer experience at the possible, not imaginary level. When it comes to experiences,smooth and easy across all touchpoints will always beat outstanding in one, but bad in another. Do you notice the absence of the words the best, outstanding, or exceeding expectations?

Manufacturing 130

Manufacturing Touchpoint CX Customer Experience 130

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

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn. Checking customer support tickets.

CX 115

CX Customer Experience Net Promoter Score NPS 115

Customer Think

APRIL 25, 2021

To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank.

Customer Experience 144

Customer Experience Manufacturing Retail Innovation 144

ECXO

AUGUST 15, 2023

The concept of digital twins first came about in manufacturing in the early 2000s, where simulations of manufacturing systems, machines, and processes are created for the purposes of predictive maintenance or quality control. Once a plan is in place, data collection becomes important to build customer profiles.

Manufacturing 294

Manufacturing Artificial Intelligence Legal Machine Learning 294

Zendesk

OCTOBER 17, 2022

Workers on production lines, assembling industrial goods with wrenches is one image that usually comes to mind when people think of the manufacturing industry. For manufacturers that embrace these new technologies, the opportunities are vast. Zendesk provides flexible, easy-to-use tools for manufacturers. Manufacture better CX.

Manufacturing 98

Manufacturing AI Artificial Intelligence ML 98

Zendesk

MARCH 24, 2023

There has been plenty for the manufacturing industry to be concerned about in recent times. Despite the challenges, the manufacturing industry continued to grow in 2022. Only those manufacturers that continue to adapt will thrive, and AI plays a major role in revolutionizing operations. And yet, there are causes for optimism.

Manufacturing 98

Manufacturing AI Machine Learning Healthcare 98

ECXO

JUNE 25, 2024

Why is product design crucial for your customer experience in both physical and digital products? Because no matter how excellent the customer experience is, it cannot make up for the lack of quality and well-designed outcomes that help generate adoption, repeat business, loyalty, and revenue.

AI 156

AI Customer Experience Legal Manufacturing 156

Inside Customer Service

MAY 20, 2021

Each visit to the post office is a reminder of a customer experience lesson that's often overlooked. Strict procedures are essential to great experiences. Great experiences are consistent Customers trust brands, products, and services that they can count on. They add unnecessary steps to the procedure. Here's why.

Customer Experience 190

Customer Experience Hospitality Hospitality Manufacturing 190

Customers That Stick

JANUARY 29, 2015

Customer Service < Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? I worked very hard at listening to concerns and seeking resolution to issues that were brought up by customers. Paper < Plastic. Mac > PC.

Customer Experience 150

Customer Experience Hospitality Hospitality Social Media 150

eglobalis

OCTOBER 9, 2024

This solution not only satisfied the original customer but also opened new possibilities for other businesses, making Salesforce’s platform even more versatile. Siemens (Germany) Siemens, a leader in industrial automation, received several requests from its manufacturing clients for improved real-time data analytics tools.

Customer Feedback 516

Customer Feedback Compliance Innovation B2B 516

Heart of the Customer

APRIL 6, 2023

Last week I spoke about how to get distribution executives to care about customer experience (CX). Now, I’m turning to the related field of manufacturing. Many manufacturing companies also offer distribution, so make sure to review that post, too.

Manufacturing 78

Manufacturing CX Customer Experience B2B 78

eglobalis

SEPTEMBER 11, 2024

While it is widely recognized that employees play a crucial role in shaping customer experience (CX), their impact on innovation is often less clear. How Employees Impact the Ability of Your Company to Deliver a Better and Really Innovative Customer Experience All images are designed by DALL-E, with all rights reserved to ECXO.org.

Innovation 451

Innovation CX Artificial Intelligence B2B 451

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 Customer Satisfaction 390

Futurelab

JULY 12, 2024

Last week we talked about manufacturers who have to disperse their customer experience standards to the vast network of importers, distributors, and other retail partners. I called them “indirect” customers for a reason: you have to be customer centric to your business partners too.

Manufacturing 162

Manufacturing Construction B2B Retail 162

Win the Customer

JANUARY 11, 2016

Continuous improvement is a key characteristic of the most successful customer experience. Successful service organizations realize that no service initiative is perfect and have a framework in place to capture results and analyze them for potential improvement towards better customer experiences.

Customer Experience 94

Customer Experience Manufacturing Customer Service Customer Feedback 94

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. Some have barely started or are still in the early stages of development.

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

Customer Think

APRIL 11, 2023

Last week I spoke about how to get distribution executives to care about customer experience (CX). Now, I’m turning to the related field of manufacturing. Many manufacturing companies also offer distribution, so make sure to review that post, too.

Manufacturing 64

Manufacturing CX Customer Experience 64

Futurelab

JULY 5, 2024

During our customer journey project for them, we realised that their success heavily depended on the vast network of “indirect” customers. Like many manufacturers, they work with importers, distributors, service points, and other retail partners who ultimately deliver customer experience.

Manufacturing 162

Manufacturing CX Retail Customer Experience 162

Beyond Philosophy

JULY 26, 2017

For many of us, my guess is annoyed, which is the type of emotion that isn’t doing the Customer Experience any favors. That is what manufacturers are banking on with their strategy to reduce the amount included in your purchase price. It happens because the manufacturer reduces the volume of the package. Me neither.

Manufacturing 120

Manufacturing Social Media Start-ups Customer Experience 120

Win the Customer

NOVEMBER 26, 2014

The fundamental cycle for successful customer relationships consists of developing the process through which customers experience discovery, engagement, usage and ultimately are able to influ persuasion. Where does your customer stand? Customer Experience Customer Service'

Retail 135

Retail Manufacturing Customer Relationship Sales 135

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Marketers Think of Customer Experience. How Customers Think of Customer Experience.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Why do companies succeed? Follow the money.

CXM 118

CXM Customer Experience CX Customer Experience Management 118

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? For retailers, customer experience more than the store and the people.

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100

TeamSupport

APRIL 23, 2024

Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Technology has transformed traditional processes to enable companies to optimize their operational patterns, helping agents and customers alike achieve resolution quicker.

Manufacturing 52

Manufacturing Technology Technology Predictive Analytics 52

Retently

MARCH 29, 2023

Tesla currently holds a satisfaction rating of 96 , outscoring every other car manufacturer company in Net Promoter Score® ratings. So how does the world’s NPS leader achieve such a high level of customer satisfaction? As Tesla’s VP of Sales, Cristiano Carlutti, puts it : “In the other companies, customers are customers, basically.

Net Promoter Score 195

Net Promoter Score NPS Manufacturing Customer Satisfaction 195

Steven Van Belleghem

JANUARY 31, 2021

He gave the example of his work with the world’s largest manufacturer of tools like hammers, chisels, and saws. So Duncan told the tool manufacturer “They’re not talking about prices but about building or remodelling their dream bathroom, dream kitchen or dream house.

Customer Experience 98

Customer Experience Manufacturing Innovation Hospitality 98

Heart of the Customer

SEPTEMBER 20, 2024

How Marvin Used a Customer Experience Maturity Model to Build a Winning CX Program Learn how Marvin, a leading manufacturer, used a CX maturity model and stakeholder engagement to align their team, overcome CX challenges, and drive measurable success.

Customer Experience Maturity Model 78

Customer Experience Maturity Model CX Manufacturing Customer Experience 78

PeopleMetrics

MARCH 13, 2015

You can adopt some simple methods today to improve employee and customer engagement. By taking on these three suggestions, you can improve customer experience more quickly. However, if your company has not yet adopted new communications tools, don''t despair. Shine a spotlight behind the curtain. The World of Work is Changing.

Customer Experience 109

Customer Experience Close the Loop Net Promoter Score Voice of the Employee 109

Customer Think

NOVEMBER 30, 2023

Introduction The manufacturing sector has had its CX challenges as the world came out of the pandemic with supply chain issues exacerbating the problem further. Though CX has become very important to this sector especially as branded manufacturers forward-integrate into direct business-to-consumer models, it has been stagnant at best.

Manufacturing 59

Manufacturing CX Omnichannel Customer Experience 59

Steven Van Belleghem

MAY 17, 2021

So the most annoying part of buying a car just becomes a self-service process, with the customer entirely in control from A to Z, almost like ordering your groceries online. Stay as close as you can to your customers. Customers were becoming disappointed and worried. Stay as close as you can to your customers.

Customer Experience 104

Customer Experience Manufacturing Engineering Sales 104

SurveySensum

DECEMBER 27, 2024

And when you collect feedback directly from customers, it becomes easier to tweak your products and services to better meet their needs. WellPCB For physical manufacturing, a lot of companies are using smart technology solutions to make their services more efficient, productive as well as affordable for all clients and customers.

Technology 52

Technology Technology Artificial Intelligence CX 52

Zendesk

MAY 24, 2023

It’s fair to say the manufacturing industry is on the fast track to digital transformation. It’s no surprise that manufacturers are looking for ways to cut costs while still maintaining quality. Here are four ways manufacturers are using AI in customer support and seeing big results.

Manufacturing 52

Manufacturing AI Artificial Intelligence Invoicing 52

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. That’s the transformative potential of harnessing customer feedback, and in the year 2023, it’s not just an option – it’s an imperative. But is it worth it?

Manufacturing 52

Manufacturing B2B Compliance NPS 52