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. Leadership and Loyalty.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

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 478

Leadership Innovation Books Social Media 478

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 510

Social Media Feedback Engagement B2B 510

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 370

Insights Customer Journey Mapping Omnichannel Effort Score 370

eglobalis

JANUARY 13, 2025

Enhancing Customer Loyalty with AI-Driven Personalization AI not only streamlines operations but also fosters customer loyalty through deep personalization. This approach strengthened customer trust and loyalty. Organizations aiming to enhance loyalty should focus on integrating AI with their marketing and sales platforms.

Marketing 422

Marketing E-support E Commerce Social Media 422

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

MARCH 18, 2025

Human agents can provide reassurance and emotional support, fostering trust and loyalty. Human agents can engage in meaningful conversations, remember past interactions, and provide a personal touch that fosters loyalty and trust over time. AI, despite advancements in sentiment analysis, often falls short in delivering genuine empathy.

Interaction 369

Interaction Culture Virtual Agent 2024 369

Experience Investigators by 360Connext

NOVEMBER 7, 2023

The problem, however, is those efforts are wasted if the new connections don’t stick. 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.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

eglobalis

APRIL 15, 2025

In telecom , B2B providers often create bespoke network packages for large enterprises combining fixed-line, mobile, IoT connectivity, and hybrid cloudwith distinct SLAs and data handling rules. Clients can modify call routing logic, agent interfaces, and integrate data sourcesall through code, not change requests.

Contact Center 342

Contact Center B2B Innovation Automotive 342

InMoment XI

APRIL 3, 2025

Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success. The brands that prioritize experience-led strategies will not only meet customer expectations but exceed themcreating deeper relationships, stronger loyalty, and long-term growth.

Culture 195

Culture Social Media Government Loyalty 195

ShepHyken

JANUARY 28, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role do loyalty programs play in enhancing customer engagement? How can companies leverage loyalty programs to generate additional revenue? How can technology help create a seamless customer experience within a loyalty program?

Loyalty Programs 86

Loyalty Programs Loyalty Customer Experience Rewards Programs 86

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

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

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 518

E-support Innovation Customer Centricity Loyalty 518

eglobalis

JANUARY 7, 2025

Real-world examples show that B2B companies leveraging Design Thinking report improved customer satisfaction, increased loyalty, and streamlined processesdirectly impacting their bottom line. Lets connect, and share your insights! It is particularly effective in navigating complex ecosystems involving multiple stakeholders.

B2B 300

B2B Innovation User Experience Customer Centricity 300

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

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

APRIL 23, 2025

These attributes dont just retain clientsthey earn loyalty and create insulation from commoditization. In Part II , we unlocked strategic differentiation: trust, innovation, performance, and partnership that deepen loyalty and impact. Now, in this final instalment, we address the real-world execution of value creation.

B2B 251

B2B Measurement Customer Journey ROI 251

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 334

Banking NPS B2B Social Media 334

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 83

Brands Loyalty Workshop Customer Service Training 83

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

NOVEMBER 5, 2024

The mapping platform has been growing in popularity amongst businesses ever since the launch of Apple Business Connect. Apple eventually followed suit by launching Apple Business Connect last year. The free tool allows businesses to manage their profiles and connect with customers directly on Apple Maps.

2024 195

2024 2026 Connections 2012 195

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 242

Leadership B2B B2C Net Promoter Score 242

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

InMoment XI

NOVEMBER 7, 2024

Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. You want to ensure that interactions, whether from emails, SMS messages, chatbots, live support, or any other channel, are connected and tested before the user encounters them.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Retently

OCTOBER 11, 2024

Medallia Agent Connect (former Stella Connect) 3. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. Retently as a Top QA Tool for Ecommerce and Retail 2. Loris AI 4. MaestroQA 6.

Retail 135

Retail 2024 Customer Service Feedback 135

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 436

Metrics Customer Success 2024 2023 436

C3Centricity

NOVEMBER 26, 2024

Why Radical Consumer Centricity Matters As consumers become more informed, connected, and demanding, consumer-first approaches that lack depth lose their appeal. Companies that use consumer insights to stay ahead aren’t merely reacting—they’re building deeper relationships that foster loyalty and keep consumers coming back.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

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 441

Customer Experience Social Media 2024 B2B 441

InMoment XI

MARCH 16, 2022

And surprisingly, there were some standout similarities that connected the two seemingly disparate customer bases. CX Trend #3: New Loyalty Indicators & Drivers Are Emerging. What experience elements would most impact a consumer’s loyalty? Connecting those features will be critical to consumer loyalty this year.

2022 370

2022 Social Media Consumers Loyalty 370

eglobalis

APRIL 6, 2025

In B2B, value is measured as an exchange : the buyer gains measurable business outcomes, and the supplier earns revenue, access, or loyalty. In telecom, providers like Verizon and AT&T back their connectivity with SLAs and cybersecurity bundles, directly addressing client concerns about outages and data breaches.

Contact Center 280

Contact Center B2B Competitive Advantage 2023 280

CSM Magazine

FEBRUARY 6, 2025

Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers. Why Personalized Merchandise Matters for Customer Loyalty Adds a Personal Touch Personalized merchandise resonates on an emotional level.

Loyalty 52

Loyalty Loyalty Programs Social Media Events 52

Retently

JANUARY 13, 2025

CES helps you understand if youre delivering on that promise of ease, which directly impacts loyalty and long-term growth. Reducing effort directly boosts satisfaction, loyalty, and repeat business. NPS looks at loyalty. Make their lives easier, and theyll reward you with loyalty. Low scores? CSAT measures satisfaction.

Measurement 117

Measurement Effort Score Multi-Channel Net Promoter Score 117

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. See more about retail customer loyalty below.

Retail 59

Retail Loyalty Loyalty Programs Omnichannel 59

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

eglobalis

NOVEMBER 19, 2024

Those who embrace this dynamic relationship between algorithms and experimentation will not only redefine their industries but also set new benchmarks for innovation and impact in the years to come. I hope you found the article insightful! I’m curious to know—does your company leverage algorithms and AI for experimentation and design enhancement?

B2B 525

B2B Innovation Healthcare Culture 525

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