eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. However, Samsung’s influence extends far beyond consumer electronics.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

InMoment XI

NOVEMBER 4, 2024

It’s essential for businesses to understand the FTC’s guidelines and why adhering to them is not only a legal obligation but also a pathway to building sustainable trust and customer loyalty. This ensures that consumers understand the potential bias in such reviews.

Social Media 195

Social Media 2024 Financial Consumers 195

C3Centricity

APRIL 19, 2025

There can be no doubt that today’s buyers have evolved into sophisticated decision-makers who demand more than just quality products to achieve consumer loyalty. Yet many mid-sized CPG companies remain trapped in a cycle of reactionconstantly trying to catch up to consumer expectations rather than anticipating and shaping them.

Consumers 62

Consumers Loyalty Brands 2025 62

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Did you know that social media is the number one discovery channel for products?

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

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? . The article states that customer delight (in other words, exceeding expectations) won’t bring customers back to your brand.

Loyalty 257

Loyalty Touchpoint Books Article 257

GetFeedback

DECEMBER 21, 2018

Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. Churn is closely tied to customer satisfaction , and for obvious reasons. Customer retention statistics: More than 6 in 10 U.S. American Express ). CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

OCTOBER 23, 2024

With many customers considering switching banks, a positive customer experience can be the deciding factor in retaining them. Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. They can also quickly access customer support if need be.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. Unfortunately, this positive reputation does not always extend uniformly across all markets.

Automotive 478

Automotive Loyalty Return on Investment Transportation 478

InMoment XI

NOVEMBER 13, 2024

Involuntary churn occurs against the customer’s will. It doesn’t represent a problem with customer satisfaction, but it indicates that you could improve your payment processor or methods. Why is Customer Churn Prediction Important? Predicting churn in any form is key to customer retention and satisfaction.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

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

InMoment XI

JANUARY 10, 2024

While a multichannel contact center provides various communication options, an omnichannel contact center is better positioned to meet the heightened expectations of today’s customers. Ultimately, the choice between the two models depends on the organization’s commitment to delivering a superior customer experience.

Contact Center 195

Contact Center Omnichannel Customer Satisfaction Retail 195

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback. We look forward to discussing how we can support your growth and success.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

InMoment XI

MAY 14, 2022

While the intelligence derived from this feedback is critical for an organization to create optimal, personalized customer experiences that drive business value, there is another salient factor that drives consumer behavior: customer-brand identity. And that’s where true brand loyalty is born. Retail Pharmacy.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Retently

NOVEMBER 13, 2024

By blending cutting-edge technology with customer needs, VFRs are solving a long-standing problem in ecommerce: How do you help shoppers feel confident in their purchase without a physical try-on? Why it Matters: According to McKinsey , 71% of consumers expect personalized experiences , and 76% feel frustrated when brands don’t deliver.

Retail 145

Retail Social Media Technology Brands 145

InMoment XI

OCTOBER 17, 2024

A customer feedback questionnaire is a set of structured questions that aims to collect information from customers about their experience, opinions, and thoughts about your product or service. These questionnaires can take several different forms, but the main goal is to understand customer feelings toward your business.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

JANUARY 9, 2024

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

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Brandwatch CX

MARCH 27, 2025

It extends content and communications beyond overly promotional messages, intruding into the consumer’s space with a hard sell. bw_also_like id=”84283″] How to improve your relationship Relationship marketing makes sense in the age of the customer. On the flip side, bad customer service can ruin a relationship.

Customer Relationships 93

Customer Relationships Marketing Social Media Loyalty Programs 93

InMoment XI

MARCH 1, 2023

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. What Is Consumer Duty? What Are the Details of the New FCA Consumer Duty?

Financial 195

Financial Consumers Customer Centricity Communication 195

InMoment XI

AUGUST 3, 2023

Moreover, unstructured data analytics offers a holistic view of the customer journey , capturing the entire spectrum of interactions across various touchpoints. This 360-degree understanding enables organizations to identify critical moments of truth that significantly impact customer satisfaction and customer loyalty.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

SurveySensum

NOVEMBER 1, 2024

“Satisfaction is a rating. Loyalty is a brand.” — Shep Hyken. Brands that excel in cultivating loyalty experience 2.5X Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. What is Brand Loyalty?

Loyalty 52

Loyalty Customer Relationships Brands Sales 52

TechSee

DECEMBER 3, 2024

These days, businesses know that top-notch customer service isn’t just a competitive advantage – it’s an expectation. Luckily, many new AI and automation tools help CX departments boost customer satisfaction while cutting overhead. Still, not all service challenges are the same.

Customer Experience 124

Customer Experience Virtual Agent Competitive Advantage Interaction 124

Retently

OCTOBER 23, 2024

They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Retail 110

Retail NPS Touchpoint Feedback 110

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The impact of bilingual support on the customer experience cannot be understated.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

MAY 3, 2022

Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high. And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers.

Insurance 370

Insurance Return on Investment Voice of Customer ROI 370

BlueOcean

APRIL 1, 2025

Is it possible to build an AI self-serve solution that actually serves the customer? The Changing CX Landscape: What Customers Really Want Customer effort score has become just as important as customer satisfaction score. The same is becoming true of customer support. This trend is likely to continue.

Customers 156

Customers Effort Score Airlines Customer Journey 156

Happy or Not

NOVEMBER 20, 2024

The possibility of collecting customer feedback is one of the most valuable tools for businesses aiming to enhance their user experience (UX) and improve customer satisfaction. By showing customers that their feedback is valued, companies build loyalty, and customers feel more connected to the brand.

User Experience 36

User Experience Customer Satisfaction Feedback Social Media 36

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

InMoment XI

NOVEMBER 26, 2024

However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. Customer sentiment is how a customer feels about a brand’s products or services.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

eglobalis

SEPTEMBER 16, 2024

At a local level , customer-centricity may involve empowering regional teams to make quick decisions to resolve customer issues. Globally , it involves setting consistent KPIs and guidelines for measuring customer satisfaction and ensuring every region aligns with the company’s overall CX vision.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

ShepHyken

OCTOBER 21, 2024

What strategies can support remote customer service employees in delivering consistent experiences? How do self-service solutions impact the overall efficiency of customer service operations? How essential is a strong company purpose in driving customer satisfaction?

Customer Experience 85

Customer Experience Banking Customer Satisfaction Culture 85

GetFeedback

JANUARY 19, 2020

The main weakness of surveys is they tend to get input from very happy or unhappy customers. Response rates of 10% or less are common for general customer satisfaction surveys , leaving CX leaders to wonder: What do all those other customers think? The answer is not to ditch surveys. Touchpoint survey best practices.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! And the results that go with them!)

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

2020 450

2020 Customer Journey Mapping Culture Innovation 450