ECXO

MARCH 6, 2025

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

CX Transformation 339

CX Transformation B2B CX Government 339

eglobalis

MARCH 30, 2025

The benefit of integration is also organizational: it breaks silos between departments handling customer data. In recent years, SAP has been phasing out over-reliance on NPS in favor of a dynamic customer feedback system. They aggregate signals like system usage data (are users actively logging in and using key features?),

AI 326

AI CX Sentiment Analysis Predictive Analytics 326

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 460

Customer Experience Net Promoter Score VOC Government 460

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

ECXO

AUGUST 19, 2024

Forrester reports that businesses prioritizing CX experimentation see notable gains in customer loyalty and satisfaction. Enhanced Operational Efficiency : Experimentation helps identify the most efficient processes and workflows, reducing operational costs and ensuring a smoother customer experience.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

eglobalis

SEPTEMBER 28, 2024

.” Lack of Customer Trust: Unlike in other regions where Toyota dealers trust the word of their customers—understanding that nobody has time to waste—some dealerships in Germany approach customers with suspicion, requiring them to prove issues like GPS malfunctions while driving.

CX 478

CX Close the Loop Legal Transportation 478

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

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

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

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

ECXO

JULY 29, 2024

Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

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 494

Customer Experience Innovation CX Omnichannel 494

ECXO

MARCH 3, 2025

Be the trusted advisor who empowers customers to succeed. Your job isnt just to sell products; its to guide customers toward achieving their goals. Actionable Insight: Train your sales and customer service teams to adopt a consultative approach. Focus on understanding customers needs before offering solutions.

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business. This concept can be applied to customer experience as well.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

SurveySensum

FEBRUARY 7, 2025

No manual exporting, no data silosjust a seamless flow of feedback ready to drive your next big decision. With robust API connections and two-way integrations, you can centralize NPS data, streamline workflows, and ensure customer feedback is at the heart of every decision. Thats possible with NPS integration.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 434

Customer Experience Social Media Predictive Analytics AI 434

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. This is where Quality Assurance tools come into play—they help pinpoint inconsistencies, monitor agent customer service performance, and highlight areas for improvement.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Customer Feedback 92

Customer Feedback Net Promoter Score Customer Satisfaction NPS 92

Win the Customer

NOVEMBER 20, 2024

As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.

Net Promoter Score 59

Net Promoter Score Artificial Intelligence Social Media Business Growth 59

Zendesk

MARCH 31, 2021

Customer feedback is an important part of any business relationship. That’s why collecting customer feedback should be central to any customer experience (CX) operation. What is customer feedback? Why is customer feedback important? Types of customer feedback.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 119

Customer Service Net Promoter Score NPS Customer Satisfaction 119

Zendesk

JANUARY 12, 2021

Whether you’re running a small business or a global corporation, providing good customer service can mean the difference between success and failure. And customer expectations are only continuing to rise. The best of those customer service tips stem not from guesswork but from carefully-crafted studies that define good support.

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

Zendesk

JANUARY 18, 2022

This is likely something your customer service team observes, but it may not be as clear to those with budget authority. Being able to tie customer service to business growth is incredibly valuable and often what is needed to get leadership backing and the investment in customer service that they don’t have today.

Customer Service 98

Customer Service Outlook Business Growth Customer Loyalty 98

C3Centricity

NOVEMBER 12, 2024

How do our customers define a positive experience, and how does that align with our approach? Encouraging leaders to establish and communicate this definition creates a foundation for a company-wide culture that actively listens and adapts to customer feedback. Source: Retail Dive.

Touchpoint 62

Touchpoint Retail Customer Loyalty Customer Relationship 62

SurveySensum

OCTOBER 28, 2024

Some say it can reveal everything from customer loyalty to future revenue growth. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. NPS is a legend in the world of CX KPIs.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. It’s also the processes that support the teams making good customer service happen. How has customer service changed?

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

eglobalis

AUGUST 28, 2024

It is the gap between a stimulus—say, a marketing message or a customer service interaction—and the individual’s unconscious response. Building Trust and Loyalty Trust is the cornerstone of any lasting customer relationship, and it is closely linked to respect for free will. This trust, in turn, fosters loyalty.

Customer Experience 344

Customer Experience Legal Customer Relationship Retail 344

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

ECXO

JULY 26, 2023

Fortunately, there are a few organizations that stand out in their utilization of this information and in incorporating customer feedback into their products and services. Improve the omnichannel experience Real-time data enables businesses to provide a seamless omnichannel experience for customers.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. This shows the tangible, bottom-line benefits of listening to your customers.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

CSAT.AI

APRIL 5, 2023

Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. B Backlog: An accumulation of unsolved tickets.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

SurveySensum

OCTOBER 16, 2024

80% of companies that have experienced positive growth use customer surveys to gather customer feedback, compared to 58% of non-growth companies. By asking the right business survey questions, you get valuable insights into customer satisfaction , product performance, and overall business operations.

Text Analytics 52

Text Analytics Customer Loyalty Customer Satisfaction Customer Service 52

Shep Hyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. What is customer loyalty?

NPS 69

NPS Net Promoter Score Customer Service Customer Loyalty 69

Shep Hyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

Customer Service 74

Customer Service E-commerce Customer Relationship Customer Loyalty 74

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service. Sitel Group ).

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

ECXO

MAY 16, 2024

The customer-centric leader highly values employees’ insights about customers For successful CX work, it is imperative to systematically understand our customers. It is of great importance to reflect on how we currently handle feedback from our teams. An organization cannot choose to have a customer journey.

Touchpoint 207

Touchpoint Customer Journey Map Education CX 207