eglobalis

NOVEMBER 3, 2024

This article explores ten practical strategies for B2B companies to move beyond rigid, cookie-cutter frameworks, offering a pathway toward a more personalized, authentic, and impactful CX approach that leverages a company’s unique strengths and the power of cultural innovation.

B2B 514

B2B Culture Innovation Loyalty 514

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. Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews.

B2B 381

B2B Customer Experience 2014 2015 381

InMoment XI

OCTOBER 25, 2024

They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. 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.

Feedback 195

Feedback Management Social Media 2024 195

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. The shift is from episodic surveying to always-on listening. Instead of explicitly asking How do you feel?,

Banking 312

Banking NPS B2B Social Media 312

eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. As mentioned in this old article I wrote. If you enjoyed the article, feel free to share it and connect with me here or follow me on LinkedIn.

B2B 418

B2B Loyalty Workshop Loyalty Programs 418

ShepHyken

OCTOBER 27, 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 article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.”

Article 79

Article Customer Service Social Media 2024 79

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

InMoment XI

OCTOBER 29, 2024

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. This can happen through social media, forums, or events. Other companies monitor social media behavior or churn rate.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. For now, let’s address why companies aren’t using social channels. . More on why in just a moment.

Social Media 163

Social Media Customer Service Customer Care Customer Service Training 163

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. For example, if you want to target younger members, a good practice would be to enhance your social media presence. As a result, their success relies on the trust their members place in them.

Management 195

Management 2024 Financial Social Media 195

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

BirdEye

MARCH 28, 2025

In 2025, real estate social media marketing is no longer optionalit’s essential. With more potential buyers scrolling through social media platforms than ever, real estate agents and businesses must establish a strong social media presence to capture attention, build relationships, and generate leads.

Social Media 52

Social Media Marketing 2025 Events 52

ShepHyken

JULY 2, 2021

This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. .

Social Media 150

Social Media Customer Service Document Reference 150

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

BirdEye

NOVEMBER 18, 2024

” These social media mantras sound simple, but the reality is that you’re spending countless hours staring at blank screens, struggling to create fresh content for multiple platforms. What if you could create a month’s worth of relevant posts in just a few hours while increasing your social media engagement rates?

Social Media 52

Social Media ROI Metrics Engagement 52

eglobalis

JULY 31, 2024

This article delves into the top ten MarTech solutions, that significantly improve CX outcomes. Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 425

Customer Experience Social Media 2024 B2B 425

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

Experience Investigators by 360Connext

MARCH 11, 2025

” Healthcare professionals perform life-saving, transformative work every day, often in difficult circumstances. He holds dual master’s degrees in Health Services Administration and Business Administration from Xavier University and a Bachelor of Arts in Psychology from Wittenberg University.

2025 143

2025 2007 Healthcare Social Media 143

ShepHyken

DECEMBER 1, 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 is an excellent article that breaks down reasons why it’s important, different types of journey maps you should consider, and much more.

2024 76

2024 Article Customer Service 2025 76

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. This article makes the case of ensuring you have a privacy first policy. Here are my top five picks from last week. Is that a bad thing?

2025 69

2025 Article Loyalty Programs Customer Service 69

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Pay attention to social media. And finally, ,, Chiedza astutely reminds us that we can learn a lot from customers by “going over their comments on our social media posts.”

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

InMoment XI

DECEMBER 22, 2022

This article is designed to give you InMoment’s take on what voice of customer examples look like. This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! Step #3: Understand Your Customer Data. The result?

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

Experience Investigators by 360Connext

OCTOBER 5, 2021

Creating a journey map is a helpful way to share and socialize what you learn here. Related: [Article] An Introduction to Customer Journey Storyboarding. Keep your finger on the pulse of social media, user reviews, and customer questions. But it’s not the only way.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

ShepHyken

AUGUST 9, 2021

Each week I read many 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. The Forbes Young Entrepreneur Council (YEC) has written an article that gives insights from eight very successful members on how to do exactly that.

2021 150

2021 Article Customer Service Social Media 150

eglobalis

DECEMBER 4, 2024

This perspective seemed disconnected from the nature of constructive debate and the dynamics of social media, where differing viewpoints should foster growth rather than defensiveness. The idea that CX is becoming obsolete fundamentally misunderstands its role as a cornerstone of how businesses create, sustain, and enhance value.

2030 414

2030 B2B Culture Government 414

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. 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.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

eglobalis

AUGUST 19, 2024

This article delves into the primary frustrations with NPS, explores alternative metrics, and examines why NPS is better suited for transactional evaluations. Continuing from my article first phrase, ‘We’re not here to drive the final nail into the coffin of NPS’ in this article.

NPS 434

NPS Net Promoter Score Metrics 2025 434

GetFeedback

FEBRUARY 15, 2019

It’s also extremely important to monitor the social media conversation around your company. A resolution system may also be a good customer support tool which they can access when needed, such as live chat platforms, dedicated social media support, and traditional feedback forms.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

InMoment XI

NOVEMBER 13, 2024

This can include CRM data, social media, call center logs, service requests, and chat messages. 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. How to Choose Churn Prediction Software?

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

GetFeedback

JANUARY 19, 2020

Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Winning CX initiatives use text and social media at least 80% of the time, compared to half of those in a Developing stage. Posts and comments on social media. Customer service agent notes and messages.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

eglobalis

JUNE 27, 2024

This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Platforms like Zendesk, Freshdesk, and Intercom help manage customer support and engagement through email, chat, social media, and phone.

Customer Experience 450

Customer Experience Customer Centricity Net Promoter Score Government 450

InMoment XI

NOVEMBER 30, 2023

Google Alerts, social media monitoring tools, and specialized software can help you stay informed. Monitoring and managing online reviews, social media mentions, and search engine results are critical. Positive Media Coverage Media outlets are drawn to thought leaders. Key Features and Functions 1.

Brands 284

Brands Management Multi-Channel Social Media 284

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Article authored by Ricardo Saltz Gulko. Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience.

NPS 450

NPS Feedback Net Promoter Score B2C 450

Experience Investigators by 360Connext

FEBRUARY 1, 2022

If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Why a CX Mission Statement Matters — And How to Create One. Article] Want Greater CX Success?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

eglobalis

SEPTEMBER 5, 2024

This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success. Social Media Sentiment Tracks sentiment expressed about your brand on social platforms.

Metrics 419

Metrics Customer Success 2024 2023 419

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. The complaints were offered via social media publicly or came through the generic “Contact Us” form on their web site. Related Article: Why Journey Map?

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

InMoment XI

APRIL 26, 2022

Such mistakes can quickly become viral via social media, review sites, and other tools, creating headaches both for brands and the customers (or employees) at the heart of such events. Click here to learn more about the importance of diverse and inclusive experiences in my full-length point of view article.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370