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

JANUARY 13, 2025

Elevating Cross-Channel Customer Engagement Seamless integration across communication channels is critical for consistent customer experiences. By consolidating communication channels, the company ensured that agents had a complete view of customer history, enabling more personalized responses.

Marketing 417

Marketing E-support E Commerce Social Media 417

eglobalis

DECEMBER 11, 2024

For example, an organization might experiment with response times on social media versus email to identify the most effective communication method. Experimentation helps companies determine which personalization strategies such as customized emails, product recommendations or loyalty programs resonate most with their customers.

Insights 363

Insights Customer Journey Mapping Omnichannel Effort Score 363

InMoment XI

SEPTEMBER 28, 2021

But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty. They might make an impact, but creating customer loyalty is something that must be the center of the company.

Loyalty 389

Loyalty Feedback Advertising Customer Relationship Management 389

eglobalis

NOVEMBER 5, 2024

Share and help us spreading the word: Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership @briansolis #transformation #change #innovation #CX Share on X Masterful Public Speaker and Communicator Beyond his publications, Solis is also a dynamic public speaker.

Leadership 471

Leadership Innovation Books Social Media 471

eglobalis

MARCH 18, 2025

Human agents can provide reassurance and emotional support, fostering trust and loyalty. For example, a corporate client negotiating a substantial contract prefers direct communication with a knowledgeable human representative to address specific concerns and build rapport.

Interaction 362

Interaction Culture Virtual Agent 2024 362

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. This means communicating often and earnestly. Communicate that pride often!

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Joe Rawlinson

JANUARY 24, 2025

To put it simply, a customer communication management (CCM) system covers all the strategies, procedures, and technologies used to create a connection between a company or business and the people who buy from them. This is one of the most important responsibilities, especially for those who have a number of communication channels.

Communication 78

Communication Management Social Media Customer Satisfaction 78

Experience Investigators by 360Connext

NOVEMBER 7, 2023

That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. Retention is a smart investment for your budget that can cement your customer loyalty and boost their lifetime value. But now comes the big question: What does it take for customer experience teams to build loyalty and retention?

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

OCTOBER 24, 2024

They aim to convert leads to closed deals, identify the most successful business activities, and manage the communication between businesses and current customers. These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

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. Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

eglobalis

APRIL 15, 2025

ABB contributed robotics use cases; Ericsson brought real-time communication tech. Value Created Faster time-to-value and lower frustration Higher adoption and usage intensity Confidence in expanding or renewing engagement Support is no longer an afterthoughtit is a core value delivery mechanism that strengthens loyalty and reputation.

Contact Center 279

Contact Center B2B Innovation Automotive 279

eglobalis

JUNE 27, 2024

Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. This vision should be aligned with the company’s overall strategy and communicated effectively to every department.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

InMoment XI

DECEMBER 6, 2024

Companies constantly seek ways to improve satisfaction, foster loyalty, and drive revenue, but delivering an exceptional customer experience is no small task. Communication Barriers : Language and cultural differences can pose challenges, especially when working with offshore providers.

Customer Experience 195

Customer Experience Reference 2024 Download 195

eglobalis

MARCH 30, 2025

The Limitations of Traditional Customer Surveys For decades, companies have relied on periodic surveys like NPS and CSAT to gauge customer satisfaction and loyalty. Companies in telecom, utilities, and finance are leading the way by harnessing their vast data to predict outcomes like churn (customer defection), loyalty, or lifetime value.

Banking 326

Banking NPS B2B Social Media 326

InMoment XI

OCTOBER 23, 2024

Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. The following steps can help improve CX in this area to enhance both satisfaction and loyalty: Make it easier for customers to manage their accounts. Proactively communicate with customers.

Banking 195

Banking Customer Experience Financial Touchpoint 195

CSM Magazine

MARCH 27, 2025

Strong client communication sits at the heart of every thriving business. Dropped balls in communication can spark confusion, tank customer satisfaction, or even cost a company deals. With digital exchanges taking over, finding ways to sharpen communication and build tighter bonds has never been more critical. Custom interfaces.

Communication 52

Communication Customers User Experience Article 52

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 512

E-support Innovation Customer Centricity Loyalty 512

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. By automating these processes, businesses can maintain consistent and relevant communication, leading to higher conversion rates and improved customer satisfaction.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. Life insurance customer experience : Life insurance customers need clear, simple communication about policy terms. They appreciate proactive communication on potential risks like weather hazards. This expectation stems from a need for convenience.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

CSM Magazine

NOVEMBER 17, 2024

Not long ago, analysts at PwC provided their simple formula for businesses to grow revenue and build loyalty with customers: “ Experience is everything. By delivering the kind of customer journey that people expect but seldom receive, you can not only win customer loyalty but also drive significant growth. Get it right.

Communication 59

Communication Contact Center 2007 2024 59

InMoment XI

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. 5 Ways to Build Customer Loyalty in Retail.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

TechSee

NOVEMBER 27, 2024

When customers interact with a company, their expectations revolve around receiving prompt, attentive, and tailored communication. Tailored Communications Personalized service interactions involve understanding and addressing the unique needs and preferences of each customer. Encourage employees to escalate customer concerns promptly.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

InMoment XI

NOVEMBER 7, 2024

Over 80% of CRM leaders say that AI and automation make customer communication more personalized. This enables more relevant and targeted communication. This data-driven approach can help product teams make more informed decisions about future product features and communications.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

eglobalis

SEPTEMBER 28, 2024

When technical issues arise, many Toyota dealers take a proactive approach, often going above and beyond to ensure customer safety, satisfaction, and loyalty. Poor Understanding of Loyalty, CX, and Retention: Toyota dealers in my region (Bavaria) seem to have little understanding of how to build customer trust, loyalty, and confidence.

Automotive 478

Automotive Loyalty Return on Investment Transportation 478

CSM Magazine

JANUARY 13, 2025

Customer service plays a vital role in the success of modern businesses, directly influencing customer loyalty and trust. Balancing clear, effective communication with the need to protect sensitive data is a constant challenge. Collaborating via online whiteboards adds an extra layer of effectiveness to internal communications.

Communication 52

Communication Customer Service Omnichannel Multi-Channel 52

InMoment XI

JANUARY 9, 2024

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

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. This encourages both departments to work together to enhance customer loyalty, understanding that improved retention directly impacts revenue.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. For example, a subscription that ends without renewal or communication from the subscriber. High-value customers might benefit from loyalty rewards or exclusive access to new features. It provides stronger customer insights.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

NOVEMBER 18, 2024

By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability. It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs. InMoment has been recognized as a leader in both AI and NLP.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

NOVEMBER 22, 2024

Here’s a breakdown of the most impactful user feedback metrics for your SaaS business: Net Promoter Score Net Promoter Score (NPS) is a commonly used metric that measures customer loyalty. A high rate indicates strong engagement with your product and loyalty to your brand. It’s easy to track, analyze, and visualize.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

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. I hope this makes sense, and if not, I am interested to hear your thoughts.

NPS 461

NPS Feedback Net Promoter Score B2C 461

eglobalis

SEPTEMBER 11, 2024

Additionally, creating open channels of communication where employees can share customer insights and innovative ideas ensures that these valuable perspectives are captured and acted upon. Open Communication Channels Facilitate Idea Sharing: Open and transparent communication channels within an organization are critical for innovation.

Innovation 451

Innovation E-support Culture Customer Centricity 451

InMoment XI

OCTOBER 28, 2021

I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. In my previous role leading customer experience for Hertz, I was also responsible for Voice of the Customer, CRM, and Loyalty. Which really means it encompasses all aspects of your organization.

Airlines 370

Airlines Government Webinar ROI 370

eglobalis

NOVEMBER 19, 2024

SAP’s Integration of AI Tools SAP has advanced generative AI by enabling their AI tool, Joule, to communicate and exchange tasks with Microsoft’s Copilot. Algorithms analyses historical sales data, highlighting the most promising leads, which improves efficiency and increases revenue opportunities.

B2B 521

B2B Innovation Healthcare Culture 521

Experience Investigators by 360Connext

DECEMBER 10, 2024

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? We’ll discuss how acknowledging and empathizing with your customers can be a game-changer, offering practical communication techniques to bridge gaps and mitigate disappointment.

Customer Expectations 143

Customer Expectations Customer Relationships Customers Loyalty 143