eglobalis

MARCH 18, 2025

However, despite advancements, AI encounters limitations that necessitate human intervention to ensure optimal customer satisfaction. This article delves into ten critical scenarios where human intervention becomes essential, introducing the concept of “Transition Thresholds” to describe these pivotal moments.

Interaction 357

Interaction Culture Virtual Agent 2024 357

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

FEBRUARY 24, 2025

This article addresses and counters the unfounded predictions by some that customer experience will disappear by 2030, made by individuals more focused on garnering attention than on providing quality content on Linkedin. This balance supports real customer impact through strategic human judgment. CX is not going anywhere.

2030 292

2030 B2B Culture Innovation 292

eglobalis

FEBRUARY 3, 2025

For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive. Companies like Samsung, Oracle, SAP, and Salesforce, which have adopted AI early on, are reaping significant benefits, from enhanced customer satisfaction to operational efficiency.

B2B 387

B2B Customer Experience 2014 Customer Satisfaction 387

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. Customer experience is how your customers perceive their interactions with your company.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

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. At the same time, B2B customer expectations have risen.

Leadership 235

Leadership B2B B2C Net Promoter Score 235

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. Introduction We’re not here to drive the final nail into the coffin of NPS.

NPS 440

NPS Net Promoter Score Metrics 2025 440

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?

NPS 456

NPS Feedback Net Promoter Score B2C 456

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.

Article 73

Article Customer Service 2024 2025 73

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 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? This is a shift from reactive measurement to proactive management of customer experience.

Banking 317

Banking NPS B2B Social Media 317

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. By exploring these aspects, we aim to understand why Samsung leads in design, why Apple enjoys unparalleled brand loyalty, and the challenges both companies face in the future.

E-support 509

E-support Innovation Customer Centricity Loyalty 509

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 430

Customer Experience Social Media 2024 B2B 430

InMoment XI

DECEMBER 10, 2024

But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? With the right strategies and tools, you can prevent customers from taking their business elsewhere. The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

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.

Metrics 424

Metrics Customer Success 2024 2023 424

eglobalis

JANUARY 7, 2025

Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences. 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.

B2B 290

B2B Innovation 2025 User Experience 290

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. In addition, the customer support department, when they provide stellar service, may have an opportunity to make additional sales.

2024 73

2024 Article 2025 Customer Service 73

eglobalis

JUNE 27, 2024

Feedback and complaint management tools are essential for promptly addressing customer issues. Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

CSM Magazine

MARCH 13, 2025

Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

GetFeedback

OCTOBER 27, 2019

Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. The only way to really have an exact answer is to measure customer satisfaction. Before you can do that, it’ll probably serve you well to define customer satisfaction.

Customer Satisfaction 191

Customer Satisfaction Measurement Net Promoter Score Metrics 191

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. My Comment: Ive said this many times before: What happens on the inside of an organization is felt on the outside by the customer.

2025 73

2025 Article Customer Service Loyalty Programs 73

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. However, customer experience goes far beyond need fulfillment. Here are my top five picks from last week.

2024 69

2024 Article Customer Service Magazine 69

InMoment XI

NOVEMBER 13, 2024

Involuntary churn occurs against the customer’s will. It doesn’t represent a problem with customer satisfaction, but it indicates that you could improve your payment processor or methods. Why is Customer Churn Prediction Important? Predicting churn in any form is key to customer retention and satisfaction.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

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 62

2025 Article Customer Service B2C 62

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. What makes a great customer experience? Theres power in personalization.

Article 66

Article 2025 Customer Service Loyalty Programs 66

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. Custom Studio (Inc.

Article 62

Article Customer Service Loyalty Programs 2024 62

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry. Finding the right balance is key.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback. We look forward to discussing how we can support your growth and success.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. Do time-on-site numbers dip after a design change?

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement User Experience 64

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? How can brands stand out?

Customer Experience Design 363

Customer Experience Design Customer Experience Competitive Advantage User Experience 363

InMoment XI

OCTOBER 31, 2024

This approach helps identify improvement opportunities that can swiftly boost customer satisfaction. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. A fast response time improves customer satisfaction.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

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. I like them all.

2021 159

2021 Article Customer Service Net Promoter Score 159

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. Article written by Ricardo Saltz Gulko. Sources McKinsey.

Customer Experience 490

Customer Experience Innovation Customer Centricity Culture 490

InMoment XI

NOVEMBER 19, 2024

While generative AI can help draft news stories and articles, it should combine human editing and verification to ensure accuracy. For instance, AI models are reasonably good at summarizing articles, generating ideas, and writing whole sections. Despite her vast experience, the librarian couldn’t locate a single article.

Reference 195

Reference Contact Center Healthcare Financial 195

Retently

JANUARY 13, 2025

CES helps you understand if youre delivering on that promise of ease, which directly impacts loyalty and long-term growth. By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. In this article, were spotlighting the top 5 tools for measuring CES. NPS looks at loyalty.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape.

B2B 378

B2B Customer Experience Customer Centricity Omnichannel 378