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

MAY 17, 2024

Maintaining customer loyalty has become increasingly challenging in today’s digital-first environment. In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX) were discussed.

Loyalty 195

Loyalty Brands Net Promoter Score Omnichannel 195

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. Let’s connect, and share your insights! The answer is no.

B2B 406

B2B B2C Culture Workshop 406

InMoment XI

MARCH 2, 2022

The goals for employees, then, are commitment and connected behavior, with advocacy as the highest state. And, just as customer behavior can range from high negativity/sabotage to high positivity/advocacy, so too can employee behavior. The foundation for attaining this goal is an understanding of cultural impact.

Culture 195

Culture Connections Leadership Consulting 195

InMoment XI

SEPTEMBER 21, 2021

For many years, experience programs have hailed numbers as a sort of holy grail, but the reality is that numbers are no substitute for genuine human connection. With that in mind, we’re going to dive into a few things to bear in mind while creating more human and more connective customer relationships!

Customer Relationships 433

Customer Relationships Net Promoter Score Customer Experience Effort Score 433

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

OCTOBER 30, 2024

High employee engagement and well-being lead to more motivated employees who are committed to delivering exceptional customer service, resulting in improved customer loyalty and satisfaction. Enhanced employee well-being and engagement lead to more positive interactions with customers, improving overall customer experience and loyalty.

Employee Experience 386

Employee Experience 2028 Telecommunications Customer Satisfaction 386

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

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

NOVEMBER 5, 2024

– Laying the Foundation for Social Media and Customer Connection Solis’s first book, 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. When I first read Engage! ,

Leadership 391

Leadership Innovation Books Social Media 391

eglobalis

OCTOBER 21, 2024

Engaging Directly: Personal Connections Matter While public responses are important, taking the conversation offline for resolution through direct messages or phone calls can create a more personalized experience and help your company to find the issues easier. If you’d like, don’t hesitate to share and connect with me here on LinkedIn.

Social Media 418

Social Media Feedback Engagement B2B 418

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Though on the surface this sounds plausible, and even rather convincing, a thorough examination of how employee satisfaction and engagement link to customer behavior will yield only a tenuous, assumptive and anecdotal connection. This is advanced EX, some might even say it is revolutionary!

B2C 397

B2C Employee Experience Culture B2B 397

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Experience Investigators by 360Connext

MARCH 12, 2024

Ever found yourself excited about a loyalty program only to be let down by the redemption process? This conversation isn’t just a critique, it’s a roadmap to excellence in loyalty program implementation. Don’t miss the next episode!

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

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

InMoment XI

APRIL 7, 2022

Taking time to design with the end in mind also allows you to consider which audiences are most relevant to which goals, as well as the approaches you need to take in order to connect to each one. Patience and forethought will save you time that you’d otherwise spend attempting to connect data to business outcomes.

Connections 397

Connections Customers Insights Loyalty 397

GetFeedback

DECEMBER 21, 2018

31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( 30% of consumers are switch providers because they feel that there is no reward for loyalty. 30% of consumers are switch providers because they feel that there is no reward for loyalty.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

JANUARY 25, 2022

However, it’s well worth brands’ time to invest in both not just for the sake of retention, but also for creating bold, human connections with your customers that transcend individual interactions. Improving workplace culture and refining customer processes are involved and difficult tasks. A Closer Look.

Engagement 397

Engagement Culture Document Employee Experience 397

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. It means creating a real relationship that improves their loyalty and increases their positive feelings. Loyalty is not granted generationally based on what brands our parents used.

Leadership 283

Leadership Culture Customer Centricity 2019 283

eglobalis

SEPTEMBER 5, 2024

Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty. This includes proactive efforts like on-boarding, training, and engagement to drive adoption, loyalty, and renewals. Have you seen similar results, or do you plan to implement this integrated approach?

Metrics 322

Metrics Customer Success 2024 2023 322

Experience Investigators by 360Connext

OCTOBER 24, 2023

It’s a fantastic example of a business exhibiting its values and connecting with customers on a deeper level. We discuss the importance of such gestures, and how they can significantly enhance an organization’s image and foster customer loyalty.

Retail 270

Retail Connections Innovation Loyalty 270

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. By offering customers a more engaging and informative shopping experience, businesses can enhance satisfaction, build stronger emotional connections, and differentiate themselves in a competitive market.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

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

TechSee

OCTOBER 2, 2023

In the world of customer loyalty, service is the currency paid. The rare 30-year customer embodies this loyalty, having been part of the company’s successes and growing pains. Ann’s Journey Begins: A 30-Year Connection Ann Mini’s journey as a customer began with the release of the original Ghost Busters movie.

Loyalty 124

Loyalty Customer Service Hospitality Customers 124

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. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

eglobalis

DECEMBER 11, 2024

Experimentation helps companies determine which personalization strategies such as customized emails, product recommendations or loyalty programs resonate most with their customers. By continuously refining these strategies based on experimental data, businesses can enhance personalization efforts and drive customer loyalty.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. That experience affects how they view your organization and products, as well as their loyalty. How can brands stand out?

Customer Experience Design 363

Customer Experience Design Customer Experience Competitive Advantage User Experience 363

InMoment XI

AUGUST 3, 2022

Employees are invaluable for creating the human connections that reinforce brand loyalty, which helps your organization stay at or reach the top of your vertical! Sure, happy customers help a strong bottom line, but passionate, bold, and invested employees are what encourage those customers to keep doing so.

Employee Experience 418

Employee Experience Brands Roadmap 2021 418

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

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

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

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 Gartner , customer experience “drives more than two-thirds of customer loyalty” when compared to brand preference or price consideration.

Sales 104

Sales Loyalty White Paper Contact Center 104

ShepHyken

NOVEMBER 26, 2024

Connect with Shep on LinkedIn. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Brands 88

Brands Loyalty Workshop Customer Service Training 88

ShepHyken

MARCH 11, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base?

Customer Experience 159

Customer Experience Entertainment Loyalty Customer Centricity 159

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

InMoment XI

AUGUST 30, 2022

Satisfied customers spread the word, satisfaction is a great indicator of retention, loyalty, and customer lifetime value. Can we connect you with a customer success manager via chat? They help you understand how your business is viewed, and what you can do to improve that. What Are the Four Types of Customer Satisfaction Surveys?

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score White Paper Effort Score 370

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. If your customer personas have a name and distinct personality, you can account for different factors that would affect their experience,” says Justin B.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322