eglobalis

NOVEMBER 5, 2024

This often happens with Brian’s works therefore I decided to post this short article about his work. I was exploring the concept of “No Distance” in social media, and initially, it took me time to connect with Solis’s insights. established a foundational understanding of social media’s role in business. When I first read Engage! ,

Leadership 464

Leadership Innovation Books Social Media 464

eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. This article provides a comprehensive evaluation of AI-driven tools like Salesforces, offering global examples and practical lessons for businesses seeking to elevate service excellence.

Marketing 411

Marketing E-support E Commerce Social Media 411

eglobalis

MARCH 18, 2025

This article delves into ten critical scenarios where human intervention becomes essential, introducing the concept of “Transition Thresholds” to describe these pivotal moments. I wrote this article also inspired by How to Identify When Agentic AI is Helpful. And Not written by Thomas Wieberneit.

Interaction 355

Interaction Culture Virtual Agent 2024 355

eglobalis

OCTOBER 21, 2024

This article explores the pros and cons of responding to negative posts, evaluates the effectiveness of following best practices from leading organizations such as BCG, McKinsey, and Accenture, and provides an analytical framework for deciding when engagement is worth the time and resources. We’ve all heard this before. Sources BCG.

Social Media 500

Social Media Feedback Engagement B2B 500

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Leadership and Loyalty.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

eglobalis

NOVEMBER 19, 2024

In this article, we’ll explore ten critical areas where companies are using AI to design better technologies, the challenges they face, and actionable steps they are taking to succeed. I hope you found the article insightful! I’m curious to know—does your company leverage algorithms and AI for experimentation and design enhancement?

B2B 517

B2B Innovation Healthcare Culture 517

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . Gartner published a comprehensive article highlighting the key reasons why an effortless experience is the best approach for businesses. .

Loyalty 257

Loyalty Touchpoint Books Article 257

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. If you enjoyed this read, connect with me on LinkedIn !

Leadership 234

Leadership B2B B2C Net Promoter Score 234

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies. Apple: Apple’s brand loyalty is legendary.

E-support 507

E-support Innovation Customer Centricity Loyalty 507

eglobalis

APRIL 6, 2025

Yet despite countless articles and frameworks, many companies still struggle to define, deliver, and evolve real value for their business customers. Each article is designed to stand independently while building a coherent narrative when viewed together.

Contact Center 272

Contact Center B2B Competitive Advantage 2023 272

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Good experience builds loyalty.” Loyalty means repeat customers who spend more and evangelize the brand. The answer is simple.

Article 74

Article Customer Service 2024 2025 74

eglobalis

JANUARY 7, 2025

This article provides a step-by-step guide to practically applying Design Thinking, detailed explanations of each step, insights into how B2B companies use it daily, and examples of real business cases. Lets connect, and share your insights! It is particularly effective in navigating complex ecosystems involving multiple stakeholders.

B2B 288

B2B Innovation 2025 User Experience 288

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This weeks Top Five roundup begins with an article about AI responding to customer reviews. For the business, its simple.

Article 74

Article 2025 Customer Service Healthcare 74

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. In this article, the focus on creating a better EX is by using technology. The topic of this very robust article is on the “Stay Interview.”

Article 70

Article 2024 Customer Service Loyalty Programs 70

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. As the title implies, this article focuses on how great customer service can make a sale. Find out in this article. Thats a lot of returns!

2024 74

2024 Article 2025 Customer Service 74

InMoment XI

DECEMBER 10, 2024

The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities. Addressing these drivers allows you to enhance satisfaction, loyalty, and retention. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This excellent article/interview will give you even more insight into the importance and power of integrating the two.

Article 74

Article 2025 Customer Service 2024 74

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article provides a comprehensive overview of Medallia’s contributions to the CX landscape, particularly in the area of CX measurement.

2025 70

2025 Article Customer Service Magazine 70

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. We kick off this weeks Top Five with an article about loving on your customers. In the authors words, Personalization wins loyalty.

2025 80

2025 Article Customer Service Loyalty Programs 80

ShepHyken

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. According to this article, 16.5% My Comment: This is an excellent article on customer loyalty programs.

2025 70

2025 Article Customer Service Loyalty Programs 70

InMoment XI

DECEMBER 5, 2024

Attracting New Members Member Loyalty Competitive Advantage Crisis Management Credit unions are member-driven financial cooperatives. Member Loyalty Existing members are more likely to remain loyal to a credit union they trust. Credit union reputation management offers a competitive edge by boosting member trust and loyalty.

Management 195

Management 2024 Financial Social Media 195

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The one-sentence summary of this article is that a major determinant of a customer’s “happiness level” with a company or brand is staff friendliness.

2024 70

2024 Article Customer Service Magazine 70

ShepHyken

APRIL 6, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Were in April, and there are still articles about top trends for 2025. Here are my top five picks from last week.

2025 70

2025 Article Customer Service B2C 70

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We open this week’s Top Five Roundup with a fun article about using fun as a customer strategy. How often do your customers giggle?

Article 77

Article 2024 Customer Service 2025 77

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Go back and read the first sentence of this very short description, and then read the article. Here are my top five picks from last week.

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Last year I wrote an article about The Employee Hierarchy of Needs , and at the top of the pyramid is fulfillment.) Its not which is best.

2025 74

2025 Article Customer Service Loyalty Programs 74

ShepHyken

DECEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Were winding down the year, and I cant think of a better article to read to prepare for 2025. Cheers to an incredible year ahead!

Article 77

Article 2024 2025 Customer Service 77

eglobalis

FEBRUARY 3, 2025

This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments. Samsungs Knox Matrix , a blockchain-based security solution, uses AI to create a secure environment for connected devices, ensuring data privacy and protection.

B2B 385

B2B Customer Experience 2014 Customer Satisfaction 385

ShepHyken

NOVEMBER 26, 2024

BMW: “The Ultimate Driving Machine” – BMW is known for its high-performance and finely tuned German-engineered vehicles.  Maytag: “Built to Last” – Not long ago, I wrote about the lonely Maytag repairman commercials in a Shepard Letter article. Connect with Shep on LinkedIn.

Brands 83

Brands Loyalty Workshop Customer Service Training 83

BlueOcean

FEBRUARY 11, 2020

With that mission in mind, we’re sharing five of the best articles we’ve discovered recently that are on the top of our minds. This Forrester article goes deep into the details of exactly how to tie customer experience to hard dollars. And we tend to correlate the quality of that customer experience with customer loyalty.

Article 177

Article Customer Experience Net Promoter Score Definition 177

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The title sums up the gist of the article. This article takes a deeper dive into the reasons a CXO is essential to any organization.

Article 66

Article 2025 Customer Service Loyalty Programs 66

ShepHyken

FEBRUARY 9, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article focuses on how the NFL (National Football League for those outside the US) continues to work on the customer/fan experience.

2025 74

2025 Article Customer Service Sports 74

ShepHyken

MARCH 10, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs.

2025 70

2025 Article Loyalty Programs Customer Service 70

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. Over time, the need to connect dots led to centralized CX platforms.

Banking 320

Banking NPS B2B Social Media 320

C3Centricity

NOVEMBER 26, 2024

In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey. It’s a transformational shift essential to gaining a lasting competitive edge in today’s market.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are my top five picks from last week.

2021 160

2021 Article Customer Service Net Promoter Score 160

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so.

Article 70

Article 2025 Customer Service 2024 70