eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base? Serving one segment at the expense of the broader customer base can be risky.

Feedback 516

Feedback ROI Innovation B2B 516

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. It visualizes the connections between the front-stage (customer-facing) and back-stage (internal processes).

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Optimove

JANUARY 15, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Every January, businesses around the globe celebrate Get to Know Your Customer’s Day , a reminder of the core principle driving all successful marketing: knowing your customers is essential to creating meaningful engagement and lasting loyalty.

Connections 52

Connections Insights Download 2025 52

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Letting customers do the talking helped me gain mindshare, helped me secure budget, and created the sponsorship that I needed to help make my program better. The Customer Lifetime Value Journey.

Social Media 397

Social Media Customers Connections Customer Retention 397

InMoment XI

MARCH 16, 2022

These new CX trends were based on indirect and inferred data, as well as surveys across several industries. And surprisingly, there were some standout similarities that connected the two seemingly disparate customer bases. Connecting those features will be critical to consumer loyalty this year.

2022 370

2022 Social Media Consumers Loyalty 370

eglobalis

MARCH 30, 2025

Low participation and bias further erode reliability: Busy customers often ignore survey requests, yielding low response rates skewed toward those with extreme opinions. This can misrepresent the broader customer base. Over time, the need to connect dots led to centralized CX platforms. Leading telcos across the U.S.,

Banking 326

Banking NPS B2B Social Media 326

eglobalis

AUGUST 13, 2024

By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. This approach not only enhances customer satisfaction but also drives long-term loyalty, setting Apple apart as a leader in the technology sector. Apple: Apple’s brand loyalty is legendary.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

BlueOcean

APRIL 1, 2025

It’s about creating a seamless experience where technology handles what it does best, allowing human agents to focus on complex problems and emotional connections. Ready to explore how to implement AI solutions that your customers will embrace? Let’s chat about creating a strategy that works for your unique customer base.

Customers 156

Customers Effort Score Airlines Customer Journey 156

Retently

JANUARY 13, 2025

This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not). Moreover, Retentlys survey editor makes it simple to create custom translations, ensuring you can connect with customers in their preferred language without restrictions.

Measurement 117

Measurement Effort Score Multi-Channel Net Promoter Score 117

InMoment XI

JUNE 28, 2022

Online reviews are a great source of unsolicited customer feedback, and they often offer perspective from a different segment of the customer base than surveys or other feedback channels. This acquisition empowers InMoment customers to do just that! Read more here!

2022 74

2022 Feedback 2021 Technology 74

ShepHyken

DECEMBER 29, 2024

Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 74

Article 2025 Customer Service 2024 74

ShepHyken

FEBRUARY 3, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What Disney customer experience principles can be applied to enhance customer service in other industries? How can businesses create an emotional connection with customers? If you do screw up, they are more forgiving.

Loyalty Programs 80

Loyalty Programs Loyalty Connections Brands 80

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. Changing Customer Behaviors Customer needs and behaviors evolve.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

MAY 14, 2022

Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. This connection between consumer and brand is much deeper and more meaningful than a singular experience; therefore, it has a greater potential impact on long-term loyalty, advocacy, and value. Retail Pharmacy.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Experience Investigators by 360Connext

APRIL 15, 2015

You’re personally connected with EVERY customer when you start, and that connection is why most of them stay with you. Your business is growing along with the customer base. And some customers are starting to notice the changes taking place. Then the business begins to grow.

Social Media 277

Social Media Consulting Banking Blog 277

BirdEye

JULY 6, 2023

Staying in touch with customers helps businesses strengthen their relationships and build a stronger customer base. The current digitally connected world makes that process very easy. There are multiple avenues for businesses to reach out to their customers and make sure they notice every word.

Connections 98

Connections Document Communication Customers 98

GetFeedback

FEBRUARY 15, 2019

What are your organization’s values and how can they drive the company’s decisions and actions when it comes to its customers? Understand your customer base and target audience. The next step is to understand your customers. Gonzalez, a customer experience manager from 1 Day 2 Write and BritStudent.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

InMoment XI

MARCH 14, 2025

InMoment rolls performance metrics into a customized QA scoring rubric that aligns with your companys specific service standards and operational goals, helping you track the individual call center agents performance over time. With InMoment, you can connect agent performance metrics to service standards and QA Scoring.

Call Center 195

Call Center Metrics Average Handle Time Contact Center 195

Experience Investigators by 360Connext

FEBRUARY 20, 2024

The combined analytical prowess of AI with human intuition and empathy will create customer experiences that are not only efficient but also genuinely connect with our customers. Customer experience leaders may not have all the solutions here, yet it’s important to ask the questions.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

InMoment XI

SEPTEMBER 23, 2021

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools? Key #3: Quickly Attracting New Business.

Brands 369

Brands Advertising Touchpoint Article 369

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Connecting these numbers to CX improvements is the tough part. Don’t forget to pull out your customer journey map!

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

InMoment XI

JULY 7, 2022

Those go a long way in giving your company a positive association for customers. In addition, emphasize any time your brand comes into contact with something positive or makes a positive connection or collaboration with an influential organization or person. Build Relationships. Great Impact as a Company.

Brands 369

Brands ROI Social Media Return on Investment 369

InMoment XI

JANUARY 9, 2024

What are Some B2B Customer Experience Examples? Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. How Has the B2B Customer Experience Evolved?

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

AUGUST 3, 2023

By tapping into unstructured data sources, businesses can elevate their customer experience strategies, customer experience research , improve personalized interactions, and create more meaningful connections with their target audience, ultimately gaining a competitive edge in today’s data-driven marketplace.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

GetFeedback

DECEMBER 21, 2018

42% of respondents have left a business due to poor customer service. ( 31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( 29% of consumers ranked first contact resolution as what is most valued in customer service and support interaction.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Optimove

MARCH 19, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: What an incredible first day at Optimove Connect 2025! The post Optimove Connect Day 1: A Powerful Kickoff from Positionless Marketing to AI-Powered Optimization appeared first on Optimove.

Connections 52

Connections Marketing 2025 Banking 52

GetFeedback

SEPTEMBER 18, 2019

There is a statement in the “Effortless Experience” book that really caught my attention: The impact of service experience on loyalty is far greater when the customer does not have an extremely strong attachment to the product. Subsequent dialogs are customized based on whether the answer is good, not so good, or don’t ask.

Loyalty 257

Loyalty Touchpoint Books Article 257

ShepHyken

MARCH 11, 2024

How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? Customers want to feel that you are watching out for them.

Customer Experience 155

Customer Experience Entertainment Loyalty Customer Centricity 155

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Remove Survey Score Addiction by Adding Customer Asset Metrics.

ROI 245

ROI Customer Experience Leadership Measurement 245

Optimove

JANUARY 11, 2024

Renowned customer analytics expert and best-selling author of “Converted: The Data-Driven Way to Win Customers’ Hearts,” Neil Hoyne, will deliver the keynote address at Optimove Connect titled The Data-Driven Way to Win Customers’ Hearts. Pancras in London.

Connections 80

Connections 2024 Customer Centricity Events 80

TechSee

SEPTEMBER 21, 2021

million customers cancelling their subscriptions during the first quarter of 2021. But on the other hand, this loss of customer base has primarily been from low-margin video subscribers, which has effectively shifted the industry’s customer mix to more profitable broadband customers. .

2028 41

2028 Entertainment Advertising 2010 41

CSM Magazine

JANUARY 6, 2025

Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Their customer support philosophy revolves around creating genuine, human connections. Zappos doesnt train their agents to stick to rigid scripts, they empower employees to engage with customers on a personal level.

Connections 52

Connections Interaction Brands Customer Satisfaction 52

ShepHyken

FEBRUARY 16, 2025

My Comment: One of my favorite customer experience topics is loyalty programs. The best loyalty programs create connection and can even evoke emotion. 10 Customer Experience Tools for 2025 by Francesca Di Meglio (CX Network) Learn about how artificial intelligence copilots, agentic AI, CRMs, omniservice tools and more are improving CX.

2025 80

2025 Article Customer Service Loyalty Programs 80

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this? How are their questions answered?

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

GetFeedback

DECEMBER 2, 2019

In the latest “State of the Connected Customer” research by Salesforce , 62% of customers now expect companies to adapt based on their actions and behaviors. By not investing in your customer’s satisfaction, you are risking disappointing more than half of your customer base.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

GetFeedback

APRIL 3, 2019

The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience. As YETI’s popularity grew, their customer base increased along with it. Check out their case study on our customer’s page.

Feedback 220

Feedback Omnichannel 2006 Interaction 220

Experience Investigators by 360Connext

APRIL 23, 2024

There IS a clear link between superior CX and enhanced financial performance, making a compelling case for strategic investment in customer experience initiatives. It’s up to CX leaders to clearly communicate about these connections for their organization. This is where some business acumen can help.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260