eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. I’d also love to hear your experiences on this subject.

Feedback 513

Feedback ROI Innovation B2B 513

eglobalis

FEBRUARY 24, 2025

AI offers powerful real-time data, but its human strategy that ensures alignment with long-term customer success in B2B ecosystems. B2B customer expectations are always evolving. Example: Microsoft relies on its customer success teams to gather feedback on Azure services. Continuous adaptation required.

2030 292

2030 B2B Culture Innovation 292

eglobalis

JANUARY 7, 2025

The goal is to create low-fidelity prototypes quickly to gather feedback. The emphasis is on creating something users can interact with to provide actionable feedback. By working iteratively and incorporating client feedback, Siemens developed a solution that minimized equipment downtime while improving operational efficiency.

B2B 290

B2B Innovation 2025 User Experience 290

InMoment XI

JULY 18, 2022

Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. We are going to walk through how different departments can benefit from customer feedback and some examples of how it can be used. 2: Leveraging Customer Feedback in H.R. .

Feedback 369

Feedback Culture Customers Customer Experience 369

ShepHyken

MARCH 10, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction?

Customer Expectations 76

Customer Expectations Net Promoter Score 2023 Customer Satisfaction 76

ShepHyken

DECEMBER 9, 2024

How can negative feedback act as a valuable tool in preventing customer churn? Why should companies prioritize genuine feedback over high survey scores? What are the best practices for creating effective and concise customer surveys? How many chances do customers typically give companies after a poor experience?

Feedback 73

Feedback 2025 Airlines Hospitality 73

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

DECEMBER 3, 2024

Stages of Customer Experience Maturity Investigate Initiate Mobilize Scale Embed CX maturity starts from a static phase of identifying the first steps and concludes with integrating strong CX practices. The framework encourages continuous evolution to adapt to shifts in customer expectations.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

ShepHyken

DECEMBER 31, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can business use customer feedback to improve the customer experience? How do you leverage customer reviews? What is the best approach to respond to a negative customer review?

Feedback 90

Feedback Customer Service Customer Service Representative Customers 90

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 235

Leadership B2B B2C Net Promoter Score 235

InMoment XI

OCTOBER 30, 2024

Insurance companies that can successfully provide seamless experiences will likely come out on top with a base of satisfied and loyal customers. There are various types of customer experiences in the insurance sector. They expect fast claims processing and personalized health management.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

NOVEMBER 21, 2024

As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty. Voice of Customer analysis is a useful system for accomplishing this goal. What Is Voice of Customer Analysis? Voice of Customer (VoC) refers to customer feedback on a business and its offerings.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

GetFeedback

NOVEMBER 20, 2019

That’s why collecting customer feedback is more important than ever. . Using customer feedback allows your business to support a customer-first model that essentially makes your customers the decision-makers of your company. Their feedback will inspire the moves your company makes as you grow and evolve.

Social Media 284

Social Media Feedback Customers Customer Centricity 284

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Customers E-support 62

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Introduce loyalty programs to reward long-term customers for their continued use of your banking services.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. In fact, 73% of customers expect companies to understand their unique needs and expectations, yet too many customers still feel ignored. What Does Closing the Customer Feedback Loop Mean?

Feedback 62

Feedback Roadmap NPS Loyalty 62

eglobalis

DECEMBER 17, 2024

Instead, dynamic alternatives such as Customer Effort Score (CES) , real-time sentiment analysis, and advanced AI-powered analytics offer deeper insights into customer behaviours. By leveraging AI-driven tools, businesses can analyse multi-dimensional feedback (emotional tone, intent, behavioural trends) across channels.

2025 342

2025 Net Promoter Score B2B Multi-Channel 342

InMoment XI

NOVEMBER 18, 2024

Improved Customer Retention It is no secret that retaining customers is more cost-effective than acquiring new ones. By analyzing customer behavior, you can identify factors that lead to churn, such as delayed purchases, disengagement, or negative feedback.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback Social Media 2024 B2C 195

InMoment XI

NOVEMBER 4, 2024

The FTC’s Updated Regulations on Reviews and Endorsements In August 2024, the FTC finalized new rules targeting fake reviews , deceptive endorsements, and manipulation of customer feedback. There are tools available that allow businesses to easily solicit reviews from their broader base of customers.

Social Media 195

Social Media 2024 Financial Consumers 195

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

InMoment XI

JULY 22, 2024

Did you know that 77% of customers expect to interact with someone immediately when they contact a company during a crisis? The key to navigating these turbulent times lies in capturing and responding to customer feedback as quickly as you can. Real-time feedback during these moments is more important than ever before.

Banking 195

Banking Feedback Social Media Call Center 195

eglobalis

DECEMBER 4, 2024

While AI will undoubtedly enhance certain aspects of CX, this view oversimplifies the multifaceted nature of customer expectations and underestimates the continuous adaptation required to meet evolving demands in global markets. Example: Microsoft relies on its customer success teams to gather feedback on its Azure platform.

2030 419

2030 B2B Culture Government 419

InMoment XI

NOVEMBER 7, 2024

Automation The automation pillar of customer experience automation refers to tactically scheduling, triggering, and handling responses based on customer interactions. This allows your brand to keep up with customer expectations 24/7. These touchpoints could include onboarding, feedback requests, or follow-ups.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

MAY 3, 2022

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. So how do you collect the most valuable feedback from your customers? But what they’re not receiving is actionable feedback to improve further.

Insurance 370

Insurance Return on Investment Voice of Customer ROI 370

eglobalis

AUGUST 19, 2024

Frustrations with NPS Oversimplification of Customer Sentiment NPS categorizes customers into promoters, passives, and detractors based on a single question. This binary approach fails to capture the nuanced emotions and motivations behind customer feedback, leading to a superficial understanding of customer experiences.

NPS 440

NPS Net Promoter Score Metrics 2025 440

InMoment XI

DECEMBER 10, 2024

Customers may leave due to product dissatisfaction, poor service quality, high pricing, or simply because a competitor offers more value. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Use surveys and social media monitoring to capture insights into customer experiences.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes.

Management 115

Management Customer Experience Roadmap NPS 115

GetFeedback

AUGUST 14, 2019

Let’s look at several ways to improve your Customer Satisfaction Score (CSAT). I’m going to assume you know that you must act on the feedback you’re getting from customers — and are already doing so. You are acting on the feedback, right?!). Design a customer-centric culture. FREE TOOL: CSAT CALCULATOR .

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

GetFeedback

DECEMBER 21, 2018

However, only 1 out of 26 unhappy customers complain; the rest simply churn. How to combat customer churn & boost customer retention. Ask your customers for feedback. No one understands your customer needs better than your customers. Set and measure customer expectations.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

DECEMBER 17, 2024

Look for Someone Who Understands the Customer Whoever you choose as your customer experience manager should have a strong understanding of the modern consumer and the experiences they are looking to have. Supercharge Post-Service Customer Interactions 85% of your data is unstructured.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195