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? . Rather, customer loyalty depends on how easy you make it for your customers to do business with you. Finding no. Finding no. Finding no.

Loyalty 257

Loyalty Touchpoint Books Metrics 257

eglobalis

NOVEMBER 12, 2024

But imagine transforming each client engagement into an indispensable experience that not only meets but anticipates and exceeds client expectations. By shifting from a task-oriented to a customer-driven mindset, service teams can foster loyalty, trust, and even advocacy from their clients.

Customer Centricity 434

Customer Centricity B2B Feedback Consulting 434

eglobalis

NOVEMBER 26, 2024

Introduction: Can loyalty, adoption, or growth be built on empathy alone? It examines why empathy alone is insufficient to build trust or loyalty and how businesses can move beyond platitudes to embed empathy into their operations. The answer is no. This makes the stakes—and the expectations—far higher. The same applies to B2C.

B2B 406

B2B B2C Culture Workshop 406

CloudCherry

SEPTEMBER 19, 2018

When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. . Path analysis – creating hypothesized causal connections between sets of variables (e.g. Connecting Your CEM Goals to Financial Metrics. Increased sales. Reduced costs.

ROI 256

ROI Financial CEM Metrics 256

eglobalis

OCTOBER 30, 2024

As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools The Gist AI boosts productivity. As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools. Faster hiring process.

Employee Experience 386

Employee Experience 2028 Telecommunications Customer Satisfaction 386

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

NOVEMBER 5, 2024

Laying the Foundation for Social Media and Customer Connection Solis’s first book, Engage! When I first read Engage! , I was exploring the concept of “No Distance” in social media, and initially, it took me time to connect with Solis’s insights. established a foundational understanding of social media’s role in business.

Leadership 391

Leadership Innovation Books Social Media 391

eglobalis

DECEMBER 17, 2024

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. This nuanced understanding allows leaders to implement targeted improvements, driving loyalty more effectively than NPS’s static score alone.

2025 221

2025 Net Promoter Score B2B Multi-Channel 221

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 445

E-support Innovation Customer Centricity Loyalty 445

InMoment XI

MARCH 2, 2022

Why Can’t Traditional Employee Engagement Research Target Company Culture For Improvement? The goals for employees, then, are commitment and connected behavior, with advocacy as the highest state. Read our eBook on understanding the power of employee engagement.

Culture 195

Culture Connections Leadership Consulting 195

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

GetFeedback

FEBRUARY 17, 2020

This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. NPS is a key indicator of customer loyalty. This is critical because it connects your customer feedback with customer data so you have a holistic view of the customer experience. .

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Supporters of employee satisfaction and engagement programs, research and training techniques, with their focus on retention, productivity, and fit or alignment with business objectives, have made some broad, bold, and often unchallenged, assertions with respect to how these states impact customer behavior.

B2C 397

B2C Employee Experience Culture B2B 397

Experience Investigators by 360Connext

OCTOBER 11, 2024

Let’s take a look at what separates customer service and customer experience, as well as their similarities, including proven strategies to drive customer loyalty by intentionally balancing both areas. Increase customer loyalty : When customers have a great experience, they are more likely to come back.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. My 3 buzzwords: Engagement. Engagement. To become a truly customer-centric organization, engagement is not only critical, but it’s costly if it’s not there.

Leadership 283

Leadership Culture Customer Centricity 2019 283

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Metrics 322

Metrics Customer Success 2024 2023 322

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Create an emotional connection. Your people have an emotional connection.

Leadership 158

Leadership Engagement Financial Loyalty 158

Customer Bliss

MARCH 5, 2019

Their own natural desire for connection drives them to develop products and services that support the human condition. And with all of this comes greater sales growth: up to 85% higher than competitors who have not engaged emotionally with customers. It sets them apart as people. So, practice emotion-driven innovation.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services.

Engagement 148

Engagement Employee Experience 2009 Loyalty 148

eglobalis

DECEMBER 11, 2024

Through A/B testing and other experimental methods, businesses can assess different design elements’ impact on user engagement and satisfaction. Experimentation helps companies determine which personalization strategies such as customized emails, product recommendations or loyalty programs resonate most with their customers.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 397

Customer Experience Loyalty Advertising Leadership 397

Experience Investigators by 360Connext

MARCH 12, 2024

Ever found yourself excited about a loyalty program only to be let down by the redemption process? We dive into why it’s vital for businesses to not only attract new customers with shiny offers but also to maintain and deepen existing relationships through reliable and meaningful engagement. Don’t miss the next episode!

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

InMoment XI

DECEMBER 9, 2024

Key takeaway: Thoughtful AI integration, with human oversight, augments customer connections rather than replacing them. Download Now Exit this form Society: Divided, Yet Connected Customers navigate a paradox: craving connection in an overstimulated, fragmented world. Aligning experiences with these principles fosters loyalty.

2024 195

2024 2025 Download Roadmap 195

Experience Investigators by 360Connext

OCTOBER 24, 2023

We bring you the intriguing story of VOTO, a company that’s doing just that by combining customer engagement with a social cause. It’s a fantastic example of a business exhibiting its values and connecting with customers on a deeper level.

Retail 270

Retail Connections Innovation Loyalty 270

InMoment XI

DECEMBER 10, 2024

The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities. It enables you to pinpoint specific user profiles for re-engagement. Addressing these drivers allows you to enhance satisfaction, loyalty, and retention.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

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

InMoment XI

NOVEMBER 12, 2024

With these customer expectations in mind, having a robust social media monitoring strategy that helps you stay connected with your customers has never been more important for maintaining a positive customer experience. This helps you stay connected with how consumers view your brand. What is Social Media Monitoring?

Social Media 360

Social Media 2024 Metrics Brands 360

GetFeedback

JANUARY 28, 2020

The good thing about social media is that it allows you to build strong connections with your customers. It’s no doubt that you are using social media to engage with your customers. Don’t fret because, in this article, you will be able to understand how brands are using social media to connect and retain customers.

Social Media 322

Social Media Customer Retention Customers Article 322

GetFeedback

FEBRUARY 15, 2019

Connect on an emotional level with your customers. Research shows that the best customer experiences stem from an employee developing an emotional connection with a customer. Customer experience strategies will result in nothing without engaged and invested employees. Obtain customer feedback. About the guest author.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. It’s up to CX leaders to clearly communicate about these connections for their organization.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

NOVEMBER 22, 2024

Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement. It also shows how well your trial plan acquires new customers.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

BlueOcean

JUNE 26, 2018

Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. I look for how engaged a candidate is in this conversation. What role do employee engagement and incentives play in your success? Are they listening?

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Experience Investigators by 360Connext

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. Every piece of customer communication is a chance to connect. Your customers will feel connected to your brand when Cheryl asks if there’s anything else she can do for them, not when “service@yourdomain” confirms order #IR-1496279-8.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Integrity Solutions

APRIL 19, 2024

It provides competitive differentiation, nurtures customer relationships, helps them feel seen and heard , and ultimately leads to increased customer loyalty and repeat business. According to Observe.AI’s State of Contact Center Conversation Intelligence report, 82% of contact centers engage with customers via the phone.

Sales 104

Sales Loyalty White Paper Contact Center 104

GetFeedback

FEBRUARY 12, 2019

This feature helps companies connect with modern customers on their favorite channel and collect even more customer experience data, giving them the insights they need to deliver great experiences and boost loyalty. In today’s world, customers are on the go and hyper-connected through their mobile devices. So how does it work?

Omnichannel 236

Omnichannel Transportation Demo Feedback 236

InMoment XI

JULY 16, 2024

With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results.

Management 195

Management Social Media Hotels Airlines 195