eglobalis

MARCH 18, 2025

Building Long-Term Relationships Establishing and maintaining long-term customer relationships often relies on human interaction. Challenges: Training AI to comprehend and appropriately respond to diverse cultural nuances and language intricacies is challenging, as it requires extensive data and contextual understanding.

AI 352

AI Artificial Intelligence CX Legal 352

Customer Think

JANUARY 20, 2023

Consumer relationships drive modern business. Spending the extra effort to develop relationships with your clients can lead to long-term success. Your customer relationship makes consumers feel secure with their buying decision. You build trust and enable two-way communication.

Customer Relationship 130

Customer Relationship 130

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 450

NPS Customer Feedback Net Promoter Score B2C 450

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. This makes it less effective for understanding ongoing customer relationships and predicting future behavior.

NPS 434

NPS Net Promoter Score VOC Actionable Insights 434

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

ECXO

MARCH 6, 2025

In this way, journey mapping and redesign directly contribute to stronger customer relationships and better business outcomes. Voice of the Customer and Feedback Loops Listening to customers is at the heart of any customer experience initiative.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

MARCH 25, 2025

Employees feel like cogs in a machine, customers feel like transactions, and the brand loses authenticity.

CX 227

CX Innovation Customer Satisfaction Business Growth 227

eglobalis

SEPTEMBER 5, 2024

Customer Lifetime Value (CLV) The total revenue a customer generates over their relationship with the company. How it complements CX : A positive CX boosts CLV by fostering longer customer relationships and higher spending. Time to Value (TTV) The time it takes for customers to realize value from a product.

Net Promoter Score 419

Net Promoter Score CX NPS VOC 419

ECXO

AUGUST 12, 2024

By leveraging social listening capabilities, companies can monitor customer sentiment and adapt strategies to strengthen customer relationships. Social Media Management Tools: Tools like Hootsuite and Sprout Social enable businesses to effectively manage their social media presence, schedule posts, and track engagement.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

ECXO

NOVEMBER 19, 2024

By delving into the lessons offered by this epic franchise, businesses can unlock new strategies for improving customer experience, solidifying their place in a galaxy that is always evolving and expanding.

CX 296

CX Customer Experience Social Media Touchpoint 296

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 414

B2B Artificial Intelligence AI CX 414

Inside Customer Service

FEBRUARY 21, 2025

Identifying key customer relationships Developing strong workplace relationships Serving remote coworkers (optional: for remote or hybrid teams) Working with difficult coworkers Complete the Chapter 1 quiz Week 2: Building Relationships This week's theme is building positive workplace relationships.

Start-ups 173

Start-ups Customer Relationship Customer Service 173

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 425

Customer Experience Social Media Predictive Analytics AI 425

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 interviewed Chris Jewitt, Customer Success Manager at Klaus , to find out his best practices for building a strong, scalable support experience.

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

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 335

Customer Experience Legal Customer Relationship Retail 335

PeopleMetrics

JANUARY 30, 2025

Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer relationships. But even then, I couldn't have fully anticipated how AI would transform this landscape. The ones that interrupted dinner and cost a fortune?

VOC 110

VOC AI Social Media Hospitality 110

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. By leveraging technology and maintaining a dynamic approach to CX, organizations can build lasting customer relationships and drive sustainable business success. Article authored by Ricardo Saltz Gulko.

Customer Experience 450

Customer Experience VOC Net Promoter Score Government 450

ECXO

JANUARY 25, 2022

About Ray Gerber, Chief Product Officer Ray is a global leader in customer engagement technologies, with over 30 years of experience building innovative technologies for enterprises. He has extensive expertise in customer relationship management, customer decisions, and self-learning.

Customer Relationship Management 296

Customer Relationship Management Engineering Innovation CX 296

ECXO

JULY 10, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

JUNE 23, 2024

This involves not only training your team on customer success principles but also ensuring that every department within your company understands and prioritizes the customer’s success and satisfaction. Furthermore, implementing the right technology and tools is paramount for the success of your customer success team.

CX 358

CX Customer Satisfaction Innovation Education 358

ECXO

JULY 29, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. By leveraging technology and maintaining a dynamic approach to CX, organizations can build lasting customer relationships and drive sustainable business success. Article authored by Ricardo Saltz Gulko.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Intercom, Inc.

AUGUST 27, 2020

Success in the subscription economy isn’t about having the best product; it’s about having the strongest customer relationships. From the new services that legacy businesses are bringing to market to the metrics being used to fight churn, everything must be designed around the customer. The goldilocks approach to growth.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

ECXO

SEPTEMBER 30, 2023

Discover the power of a customer-centric culture for sustainable business success. Learn how empathy can drive better customer relationships. Ilenia is a trailblazer in the realm of customer-centricity. Embrace change and foster innovation at every level. Don’t miss out on this transformative journey!

CX 296

CX B2C Innovation B2B 296

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey.

NPS 118

NPS AI E-commerce CX 118

ECXO

OCTOBER 30, 2024

Similarly, in the realm of customer experience, personalization is key. Customers today expect brands to understand their preferences, behaviors, and needs. Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

ECXO

OCTOBER 23, 2024

By acting upon this feedback, businesses can address customer concerns effectively, turning negative experiences into positive ones and strengthening customer relationships. This real-time feedback allows businesses to identify potential issues or areas for improvement promptly.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Callminer

JUNE 7, 2021

Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights deepen customer relationships.

Customer Relationship 182

Customer Relationship 182

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

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

Intercom, Inc.

MARCH 1, 2022

Hear the feedback that really matters from some of our incredible customers, including Atlassian , Coda, 2U, and Code for America , as they discuss the impact Intercom has on their business and customer relationships. “We We value our customers’ time, and want to deliver as much value as quickly as we can”.

Customer Relationship 211

Customer Relationship Customer Expectations Customer Experience 211

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes.

CX 232

CX CX Transformation B2B B2C 232

Intercom, Inc.

AUGUST 9, 2022

. “We’re honored to see so many Intercom customers featured in the Cloud 100” This is a challenging time for many businesses – as companies brace for an economic downturn, strong customer engagement and retention is even more crucial.

Innovation 211

Innovation Customer Relationship 211

Intercom, Inc.

OCTOBER 25, 2021

In the meantime, check out the Inside Intercom blog here , and be sure to subscribe to our podcast to learn all about developing valuable customer relationships at scale. Apply for a mentorship meeting here. See you in Lisbon!

Innovation 198

Innovation Customer Relationship 198

eglobalis

OCTOBER 9, 2024

Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships. Challenges : Managing customer disappointment can be tough, especially with long-term clients. However, clear and consistent communication helps mitigate potential damage.

Customer Feedback 509

Customer Feedback Compliance Innovation B2B 509

Intercom, Inc.

JANUARY 11, 2022

Learn more about our product : We’ll be announcing our latest products and features, and will be taking a deep dive into the ways first-class customer engagement can strengthen your customer relationships and grow your business.

Innovation 209

Innovation Sales Customer Relationship 209