ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Customer Experience 422

Customer Experience VOC Net Promoter Score Government 422

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. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 329

B2B Customer Experience Touchpoint CX 329

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 378

Customer Experience Social Media Predictive Analytics AI 378

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. Do this, and you are starting your readiness to become a more mature CX company!

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

VOZIQ

FEBRUARY 3, 2021

Every month, we bring you the best resources from the internet to help you navigate customer retention and customer experience issues. How to Gain CX Insights that Matter. It’s the insights (about customers, partners, processes, and operations) that drive your business forward. We hope you will find this useful!

Customer Retention 98

Customer Retention Manufacturing Touchpoint Education 98

ECXO

MAY 20, 2024

posts header on ECXO Uncork the full potential of your business with customer segmentation and provide tailor-made CX We have discussed before the importance of a solid Customer Success team for a successful Customer Experience strategy in the business.

CX 177

CX Customer Retention Customer Satisfaction Gaming 177

ECXO

DECEMBER 4, 2024

In contrast, customer success in manufacturing leans heavily on relationship-building, product reliability, and post-sales support. Here, the emphasis is on addressing operational challenges, offering maintenance services, and ensuring that the delivered product integrates seamlessly into the customer’s processes.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Inside Customer Service

JULY 11, 2024

Customer-focused leaders do this with a customer experience (CX) vision. A CX vision is a shared definition of an outstanding customer experience that gets everyone on the same page. The best leaders use the CX vision to guide their growth strategy. CX Vision Our passion is the success of your brand.

CX 149

CX Invoicing Real Estate Hospitality 149

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. Transforming to a Customer-Centric Company Culture. As an organization, you should be able to measure the impact of your customer experience.

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

Experience Investigators

OCTOBER 11, 2024

Online chatbots can now manage many support interactions without the customer needing to call in if they don’t want to! I often encounter those who think of customer service and customer experience (CX) as interchangeable ideas. But customer service and customer experience aren’t the same thing.

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98

Experience Investigators

DECEMBER 10, 2024

But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Effective CX Management is about priorities.

CX 52

CX Customer Experience Touchpoint CXM 52

ECXO

APRIL 18, 2024

He even ended up helping them debug it himself, staying up all night, fueled by his love for his customers and copious amounts of coffee. Another time, he had to mediate between a frustrated customer and an indifferent sales representative who had sold the customer a product that didn’t meet their needs.

Customer Experience 314

Customer Experience Start-ups Customer Feedback Sales 314

CX Journey

DECEMBER 16, 2014

Want to know the secret to customer retention? I do sometimes find inspiration to write about both customer and employee experiences in the strangest ways, but that story got me thinking about this blog post that I needed to write about customer retention and how to keep customers coming back.

Customer Retention 83

Customer Retention Customer Acquisition Omnichannel Customer Loyalty 83

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 That’s a lot of shopping carts, checkouts, and happy customers! Prioritize SEO, refine PPC campaigns, and continuously work on conversion rate optimization to maximize visibility and drive sales effectively.

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

SurveySensum

DECEMBER 27, 2024

Acquiring new customers is essential for growth, but retaining your existing ones is not only more cost-effective – its a proven way to boost profits. In fact, by increasing the customer retention rate by 5% , businesses find that they can grow their profits anywhere between 25-95%.

Technology 52

Technology Technology Artificial Intelligence CX 52

SurveySensum

JULY 12, 2019

The best and easiest way to design a customer experience (CX) strategy for your business is to set-up the synchronization of data across multiple channels that includes: CRM Integration (Hubspot, Zappier, Zoho, etc.). Purchase Transactions (Point of Sales Software). Customer Service (Instant action on negative feedback).

Customer Retention 68

Customer Retention Customer Experience Management Customer Experience Unstructured Data 68

Intercom, Inc.

NOVEMBER 25, 2021

He’s also a keynote speaker and CX expert with over 20 years of experience in the field, having led teams in social media, marketing, and customer experience at companies such as Humana, McDonald’s, and Discover. Shep Hyken on getting customers to come back again and again. Customer retention is the new conversion.

CX 206

CX Social Media Start-ups Invoicing 206

Return Customer

JULY 24, 2019

Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more? Real-Time Customer Support.

Customer Loyalty 90

Customer Loyalty Sales Artificial Intelligence Customer Retention 90

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom.

CX 98

CX E-commerce Net Promoter Score Customer Acquisition 98

Zendesk

APRIL 9, 2021

Customer experience (CX) has always been integral to a company’s success, but its significance has grown considerably in the midst of the COVID-19 outbreak. According to the Zendesk Customer Experience Trends Report 2021 , half of all customers say that CX is more important to them now than it was a year ago.

CXM 98

CXM CX Omnichannel Touchpoint 98

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Keeping Customers results in a high increase in value. So, the debate continues.

Net Promoter Score 164

Net Promoter Score Customer Experience CEM NPS 164

CommBox

FEBRUARY 9, 2022

Every business’ survival lies in successful sales at a large scale, but selling your products and services is no easy task. Using efficient tools is critical to engage with customers wherever they are and sell across channels 24/7. . Sales Take More than a Great Product . How Powerful Communications Generate More Sales .

Sales 98

Sales Omnichannel Finance CRM 98

Experience Investigators

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. Lets dig in.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

Retently

MARCH 16, 2022

So, let’s shed some light over the real difference between the Customer Success and Customer Support roles, and why these should be viewed as independent disciplines rather than interchangeable terms. What is the role of Customer Success? What Customer Support actually means. So why all the confusion?

Net Promoter Score 157

Net Promoter Score Customer Retention Customer Relationship NPS 157

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Retently

MAY 2, 2023

This article will explore how SaaS companies can efficiently incorporate satisfaction surveys into the customer journey and get relevant feedback for impactful changes. Join us as we delve into the power of CX surveys and how they can transform your SaaS business. What is NPS, CSAT, and CES?

CX 133

CX NPS Customer Satisfaction Start-ups 133

Lumoa

OCTOBER 20, 2022

Customer experience is an important factor in determining customer loyalty. Companies that rank the highest in customer experience surveys also have the highest scores for customer retention. This is because happy customers are less likely to churn and more likely to continue doing business with you.

Customer Experience 114

Customer Experience Customer Retention Customer Satisfaction Retail 114

Aquire

SEPTEMBER 30, 2021

Does your business focus more on customer acquisition or customer retention? The most common answer is acquisition but the focus should be on retention. With the right customer retention strategies, you can ensure steady revenue and avoid losing market share to competitors. Retention leads to more sales.

Customer Retention 52

Customer Retention Customer Acquisition Start-ups Customer Satisfaction 52

Hodusoft

MARCH 5, 2025

Poor CX For e-commerce companies, customer experience ( CX ) is everything! Depending on which study you believe in, more than three quarters of customers will abandon the brand they trusted after just two poor CX. Here are some issues e-commerce companies face owing to cart abandonment: 1.

E-commerce 52

E-commerce Contact Center Omnichannel Invoicing 52

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! How to Use SA to Close more Sales featuring JLodge.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Zendesk

MARCH 15, 2022

And an equal number would now defect to a competitor after just one bad customer experience. 61 percent of customers globally say they now have higher customer service standards after this past year’s crisis. And an equal number would now defect to a competitor after just one bad customer experience. Improving your CX.

CX 98

CX Manufacturing Retail AI 98

Hodusoft

NOVEMBER 27, 2024

That’s why, even though customer satisfaction is nice to have, it is simply not good enough. Customer loyalty is the key. As per a report , released by market research organization Nielsen, nine out of every ten customers trust recommendations from friends and family over other forms of advertising. It can only be earned.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Lumoa

FEBRUARY 2, 2023

5 Strategies to Improve Customer Experience in Your Store Understand Your Customers Create a Consistent Customer Journey Modernize Your Technology Measure Customer Satisfaction Implement a Loyalty Program The Future of Customer Experience in Retail Wrapping It Up What is Customer Experience and Why Is it Important?

Retail 88

Retail Net Promoter Score Customer Experience CX 88

Zendesk

OCTOBER 5, 2022

Since partnering with Zendesk, Qumu has turned its greatest weakness into its greatest strength and built a loyal customer base. The company has all-time high customer satisfaction (CSAT) scores , driven its customer retention rate to 90+ percent, and turned its customer support into a competitive differentiator. “We

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. Review comments from customers, especially from your Detractors.

Net Promoter Score 147

Net Promoter Score NPS Non-Profits Customer Satisfaction 147

PeopleMetrics

JUNE 30, 2014

Customer Centric Culture and Our Approach. Our Cx Culture Navigator benchmarking study included an assessment of the opinions of around 2,800 employees across 10 different organizations. We were looking to uncover the dimensions of customer-centric cultures. Culture is but one stop on the way to fully becoming customer centric.

Customer Retention 111

Customer Retention CX Sales Customer Experience 111