eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Net Promoter Score 422

Net Promoter Score CX NPS VOC 422

ECXO

MARCH 6, 2025

Often this means focusing on moments that matter most in the B2B relationship: for example, the sales/bid process, onboarding of a new client, resolution of critical support issues, or periodic business reviews. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

CX Transformation 339

CX Transformation B2B CX Government 339

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

SurveySensum

NOVEMBER 5, 2024

Let’s discover its top 6 drivers behind customer loyalty. Strong Loyalty Program Nike’s loyalty program is more than just a point system. NikePlus is a textbook example of how to do customer loyalty right. NikePlus members can access exclusive collections, early drops, workout guidance, and more.

NPS 52

NPS Customer Loyalty Sports Innovation 52

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is.

Customer Loyalty 114

Customer Loyalty Business Growth B2B Net Promoter Score 114

Aquire

AUGUST 26, 2021

Customer experience managers around the world understand the importance of focusing on customer relationship optimization. But what many miss is that customer experience extends far beyond the sale. So, let’s take a look at 5 different ways to perform customer relationship optimization. INFOGRAPHIC.

Customer Relationship 98

Customer Relationship Omnichannel Start-ups Social Media 98

Customer Think

JANUARY 22, 2023

However, we can make educated guesses about the trends that are most likely to affect loyalty and customer relationship management (CRM). […] From inflation to recession worries, 2022 has certainly kept marketers on their toes trying to keep up with the mood of consumers.

Customer Loyalty 126

Customer Loyalty Customer Relationship Management Education CRM 126

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Net Promoter Score (NPS): Measures customer loyalty by asking how likely customers are to recommend your company to others. Article authored by Ricardo Saltz Gulko.

Customer Experience 453

Customer Experience VOC Net Promoter Score Government 453

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

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 234

CX CX Transformation B2B B2C 234

Beyond Philosophy

MAY 10, 2024

A Master Class Part 2: Unlocking the Psychology of Customer Experience In this episode, we continue exploring the psychology behind Customer Experience, focusing on the role of memory. Customer loyalty hinges on how memories are formed and retained. How memory structure influences the recall of associated experiences.

Customer Relationship 78

Customer Relationship Customer Loyalty Customer Experience CX 78

Totango

DECEMBER 14, 2021

The holidays give you a unique annual opportunity to build goodwill with customers that can last all year and promote long-term loyalty. Because of this, knowing how to build customer loyalty during the holidays greatly strengthens your ability to cultivate stronger relationships with your customers.

Customer Loyalty 88

Customer Loyalty Net Promoter Score Customer Satisfaction Sales 88

ClientSuccess

AUGUST 17, 2022

As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? Customer loyalty and retention: a match made in heaven. Customer loyalty and retention: a match made in heaven.

Customer Loyalty 82

Customer Loyalty Customer Retention Customer Relationship Customer Feedback 82

eglobalis

JULY 31, 2024

By analyzing social media interactions, companies can gain valuable insights into customer opinions, preferences, and emerging trends, allowing them to adapt their strategies accordingly and foster stronger customer relationships.

Customer Experience 428

Customer Experience Social Media Predictive Analytics AI 428

Customer Think

NOVEMBER 25, 2022

Every company wants to retain its customers for life. But, acknowledging lasting customer relationships is easier said than done. There are many factors that prevent you from retaining your customers. Long-term customer […].

Customer Relationship 75

Customer Relationship Customer Loyalty 75

ECXO

AUGUST 12, 2024

This approach underscores the importance of clear communication and understanding how each interaction can impact a user’s financial decisions, customer relationships, and overall satisfaction. Core Principles of Successful Digital Product Design User-Centered Design: Prioritizing the needs and behaviors of end-users is crucial.

CX 395

CX E-commerce Legal B2C 395

ECXO

OCTOBER 23, 2024

For example, a retail organization can use AI to send personalized product suggestions based on a customer’s previous purchases or browsing history. This level of proactive engagement not only improves the customer experience but also increases the likelihood of repeat purchases and customer loyalty.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

ModSquad

MAY 13, 2021

Nobody wants to feel like just another customer. Your sales and support teams are likely already using a customer relationship management (CRM) tool like Zendesk Sunshine to track customer outreach, visits, sales, preferences, and other identifying information. It’s a sterling example of “win-win.”.

Customer Loyalty 119

Customer Loyalty CRM Customer Relationship Management Education 119

Intercom, Inc.

DECEMBER 22, 2020

When we created Scale, we had no idea what the year would hold in store; we simply knew that investing in long-term customer relationships was the key to success. We launched the Conversational Support Funnel , a new framework for thinking about how to empower your team to provide the best support for your customers.

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

Customer Think

JUNE 9, 2023

Cultivating relationships with high-value customers requires precision in analytics-driven targeting, personalization and […] Thanks to investments in process, data capabilities, advanced analytics and new generation channel technologies, digital touchpoints are becoming more integrated and ubiquitous than ever before.

Customer Relationship 122

Customer Relationship Touchpoint Technology Technology 122

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 488

Customer Experience Innovation CX Omnichannel 488

Customer Think

MARCH 20, 2023

Satisfied customers are the cornerstone of repeat business, and one key to keep them coming back is maintaining regular communication. You’ve got to stay top of mind, and build that relationship. Texting offers an easy approach to fostering customer relationships […]

Customer Loyalty 87

Customer Loyalty Customer Relationship 87

ECXO

JULY 29, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Net Promoter Score (NPS) : Measures customer loyalty by asking how likely customers are to recommend your company to others. Article authored by Ricardo Saltz Gulko.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Intercom, Inc.

JULY 14, 2020

I’ve picked these books for their insight into what customer success can do for your organization and their best practices for understanding what your customers need (versus what they often “want”) and how to manage your customer relationships at every step.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

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

Customer Think

JANUARY 8, 2022

How do you build a long-term relationship with customers? Tina’s key focus is on Customer Experience and development, and she wants her team to change the. Tina works for an engineering company in Australia and recently joined the New Zealand office.

Customer Relationship 119

Customer Relationship Engineering Customer Experience Customer Loyalty 119

Beyond Philosophy

FEBRUARY 14, 2020

This is the first of a two-part interview with Messina about his concept of Conversational Commerce and how it will affect the future of Customer Experiences on social media and the relationships that develop there. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

eglobalis

AUGUST 28, 2024

This respect for autonomy ensures that personalization enhances rather than impinges on the customer’s free will. 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 338

Customer Experience Legal Customer Relationship Retail 338

Customer Think

MARCH 31, 2023

Every user interaction is an opportunity to deliver on the brand promise, to strengthen the planks of the customer relationship. And with every interaction comes the risk of a disappointment that might partially, perhaps totally, undermine the larger relationship.

Customer Loyalty 75

Customer Loyalty Customer Relationship Customer Experience Contact Center 75

CSAT.AI

MARCH 27, 2023

Customer relationships impact the amount of business a company does. To have these great relationships companies need to create great CX. Here are some actions that help build the kind of customer experience that makes lasting, beneficial relationships. Identify customer needs Want to know what customers need?

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

C3Centricity

NOVEMBER 12, 2024

This guide equips leaders with the insights and actionable strategies to foster a winning customer-first culture. Rather than relying on superficial gestures, leaders can inspire a transformation that elevates the organisation, engages employees, and creates powerful, lasting customer relationships. Source: Retail Dive.

Touchpoint 62

Touchpoint Retail Customer Loyalty Customer Relationship 62

ECXO

APRIL 10, 2024

By embracing the principles of quantum physics, businesses can gain a deeper understanding of customer emotions, create coherent and unified experiences, overcome barriers, make quantum leaps in customer satisfaction, and leverage the interconnectedness of customers to enhance the overall customer experience.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

Execs In The Know

NOVEMBER 6, 2024

By addressing these situations proactively, organizations can transform negative experiences into positive ones, strengthening customer relationships in the process. Enhancing Service Recovery to Build Customer Loyalty Service recovery offers companies a unique chance to exceed customer expectations.

Customer Retention 52

Customer Retention Sentiment Analysis Contact Center Compliance 52

ECXO

FEBRUARY 26, 2024

In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty. The art of influencing customers’ buying behavior is a fascinating field that combines marketing, psychology, and human behavior.

E-commerce 345

E-commerce Social Media Sales CX 345

eglobalis

DECEMBER 25, 2020

Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity. The post Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience appeared first on Eglobalis.

Artificial Intelligence 545

Artificial Intelligence AI Customer Experience Customer Relationship 545

eglobalis

JANUARY 27, 2021

Customer Experience and Adoption The Impact of Technology Change Requests. The post Customer Experience and Adoption: The Impact of Technology Change Requests appeared first on Eglobalis.

Technology 545

Technology Technology Customer Experience Customer Relationship 545