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 409

Marketing E-support E Commerce Social Media 409

eglobalis

DECEMBER 17, 2024

This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success. Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny.

2025 337

2025 Net Promoter Score B2B Multi-Channel 337

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. Loyalty is a direct result of customer satisfaction.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

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 352

Interaction Culture Virtual Agent 2024 352

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. Customer Expectations Are Human-Centric: Trust, empathy and relationships remain central to customer loyalty.

2030 288

2030 B2B Culture Innovation 288

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.

Social Media 497

Social Media Feedback Engagement B2B 497

eglobalis

NOVEMBER 5, 2024

This often happens with Brian’s works therefore I decided to post this short article about his work. This approach has transformed how companies see and interact with their customers, helping them create more meaningful experiences, enhance design, and drive loyalty in a digitally dominated world.

Leadership 461

Leadership Innovation Books Social Media 461

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. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

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. Demonstrating the value of CX (e.g.,

Leadership 232

Leadership B2B B2C Net Promoter Score 232

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 73

Article Customer Service 2024 2025 73

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 515

B2B Innovation Healthcare Culture 515

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 69

Article 2024 Customer Service Loyalty Programs 69

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 69

2025 Article Customer Service Magazine 69

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 73

Article 2025 Customer Service Healthcare 73

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 73

2024 Article 2025 Customer Service 73

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 504

E-support Innovation Customer Centricity Loyalty 504

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 76

Article 2024 Customer Service 2025 76

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 79

2025 Article Customer Service Loyalty Programs 79

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 69

2025 Article Customer Service Loyalty Programs 69

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. This metric helps companies align their offerings with customer expectations and drive long-term loyalty.

NPS 434

NPS Net Promoter Score Metrics 2025 434

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 69

2025 Article Loyalty Programs Customer Service 69

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 76

Article 2024 2025 Customer Service 76

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 69

2024 Article Customer Service Magazine 69

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 73

2025 Article Customer Service Loyalty Programs 73

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 73

Article 2025 Customer Service 2024 73

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

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. Invest in Customer Loyalty Strong customer loyalty is key to reducing churn.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

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 73

2025 Article Customer Service Sports 73

ShepHyken

FEBRUARY 23, 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 friend and fellow CX expert, Dan Gingiss, wrote this article for his weekly blog, which summarizes why customers love certain brands.

2025 79

2025 Article Customer Service Social Media 79

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.

Brands 82

Brands Loyalty Workshop Customer Service Training 82

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. Article authored by Ricardo Saltz Gulko. Should you kill NPS?

NPS 450

NPS Feedback Net Promoter Score B2C 450

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 69

Article 2025 Customer Service 2024 69

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

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

B2B 285

B2B Innovation 2025 User Experience 285

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. These tools provide a simple numerical snapshot, but their simplicity is also their Achilles heel.

Banking 312

Banking NPS B2B Social Media 312

eglobalis

SEPTEMBER 5, 2024

Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty. This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success.

Metrics 419

Metrics Customer Success 2024 2023 419