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

InMoment XI

DECEMBER 10, 2024

But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? With the right strategies and tools, you can prevent customers from taking their business elsewhere. The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. This is a shift from reactive measurement to proactive management of customer experience.

Banking 326

Banking NPS B2B Social Media 326

Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework? Why Does it Matter?

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

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. This approach is crucial for driving loyalty.

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

CSM Magazine

JANUARY 28, 2025

Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue.

Customer Insights 52

Customer Insights Insights E Commerce E-support 52

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

Alida

AUGUST 12, 2016

For Millennials, brand authenticity is second only to loyalty discounts in importance when choosing companies to support. These customers can spot a fake and won’t hesitate to switch brands if they sense that a brand isn’t being genuine or trustworthy. ENGAGE MILLENNIALS FOR CUSTOMER INSIGHT. Keep it authentic.

Customer Insights 189

Customer Insights Insights Engagement Marketing 189

Thematic

MARCH 20, 2025

Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table.

Customer Insights 62

Customer Insights Insights Social Media E-support 62

eglobalis

JUNE 27, 2024

Feedback and complaint management tools are essential for promptly addressing customer issues. Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

eglobalis

FEBRUARY 3, 2025

Similarly, Salesforce has been using its Einstein AI platform to help businesses gather customer insights and develop products that meet specific needs. For example, a manufacturing client of Salesforce reduced its product development cycle by 20% by leveraging AI insights.

B2B 391

B2B Customer Experience 2014 Customer Satisfaction 391

SurveySensum

JANUARY 27, 2025

When customers feel understood in their language, their loyalty increasesover half of consumers say theyre more likely to stick with a brand that provides support in their native language. Boost Customer Loyalty with Personalization Have you ever felt more connected to a brand simply because they spoke your language?

Insights 52

Insights Customer Insights Download Customers 52

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

NOVEMBER 13, 2024

High-value customers might benefit from loyalty rewards or exclusive access to new features. These steps will help make customers feel valued and appreciated. Acting on churn predictions highlights your commitment to customer satisfaction. It provides stronger customer insights.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Management 115

Management Customer Experience Roadmap NPS 115

Retently

JANUARY 13, 2025

CES helps you understand if youre delivering on that promise of ease, which directly impacts loyalty and long-term growth. By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. Reducing effort directly boosts satisfaction, loyalty, and repeat business. Low scores?

Measurement 117

Measurement Effort Score Multi-Channel Net Promoter Score 117

InMoment XI

DECEMBER 3, 2024

For example, tracking NPS to determine the success of recent loyalty efforts. For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them. The Impact of AI AI is transforming the way businesses interact with customers.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

eglobalis

SEPTEMBER 11, 2024

Additionally, creating open channels of communication where employees can share customer insights and innovative ideas ensures that these valuable perspectives are captured and acted upon. Furthermore, the employee experience plays a crucial role in sustaining innovation.

Innovation 451

Innovation E-support Culture Customer Centricity 451

CloudCherry

JANUARY 22, 2018

As much as accuracy and speed of customer insights are critical in creating great experiences, so is the nature of insights. So, if the insights you generate aren’t future-looking, your CX strategies might soon turn obsolete. How does improving online website experience influence customer repeat purchase? .

Financial 231

Financial Loyalty Insights Definition 231

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. The contact centre is an absolute treasure trove of customer insights and has long been underutilized from a customer insights perspective.

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

Retently

AUGUST 13, 2024

Here’s how they can complement each other: CSAT and NPS: Complementary Insights CSAT focuses on specific interactions, while NPS measures the likelihood that customers will recommend your brand to others. Together, these metrics can guide your long-term customer retention strategies.

Insights 108

Insights Customer Insights Customer Experience NPS 108

GetFeedback

MAY 9, 2019

Customer experience management (CXM) is the process of designing and optimizing customer interactions to meet or exceed customer expectations. What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Thematic

MARCH 30, 2025

Those moments don’t happen by accident; they happen because businesses use customer insights to personalize customer interactions and optimize workflows. Let’s explore eight ways these insights can take customer service from reactive to proactive. The result?

Information 62

Information Insights Customer Service Airlines 62

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

InMoment XI

JANUARY 27, 2025

After all, an effective call center plays a pivotal role in identifying root causes to eliminate recurring issues, finding ways to redirect calls to more cost-effective channels when possible, and ultimately working to help create a customer experience that doesnt result in a call center interaction at all.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Retently

NOVEMBER 29, 2024

Research shows that customers form opinions about a brand in as little as 50 milliseconds , that’s barely a blink! A positive first impression can set the stage for long-term loyalty, while a negative one may lead to customers walking away without giving you a second chance. And those initial feelings aren’t fleeting.

Events 121

Events Feedback Interaction E-support 121

Experience Investigators by 360Connext

JANUARY 8, 2015

If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. Understanding what happens once customers become customers is really where insights can become insightful about loyalty and retention.

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

Experience Investigators by 360Connext

DECEMBER 11, 2014

The best ones evolve with the marketplace and ever-changing customer expectations. Entrepreneurs who can’t let go are often left wondering why their “loyal” customers left without so much as a good-bye. Loyalty does not mean forever for customers. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

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

Win the Customer

NOVEMBER 29, 2024

Increased Customer Satisfaction: By understanding customer needs and preferences, businesses can tailor their offerings and services to better meet their expectations. Enhanced Brand Loyalty: A positive customer experience fosters loyalty, leading to repeat business and positive word-of-mouth.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

InMoment XI

AUGUST 2, 2023

This knowledge will empower you to craft a customer experience (CX) approach tailored to your unique circumstances. Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty.

NPS 195

NPS Customer Centricity Culture Automotive 195

eglobalis

SEPTEMBER 16, 2024

Additionally, creating feedback loops where customers can voice concerns and suggestions allows companies to continuously improve their CX offerings. Systems like VOC and companies such as Sandsiv help provide real-time customer insights. However, implementing a successful CX strategy isn’t as simple as setting new goals.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

CSM Magazine

DECEMBER 5, 2024

Customer experience (CX) has become a defining factor in how businesses attract and retain customers. Companies that prioritize CX are more likely to see higher customer satisfaction, loyalty, and long-term success. Customer insights can directly reach the highest levels of leadership.

E Commerce 52

E Commerce E-support Leadership Touchpoint 52

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Personalized Customer Interactions Deepening the understanding of individual customer preferences and behaviors is key to personalizing communications and offers. Overlooking it might spell your downfall.

Management 195

Management Social Media Hotels Airlines 195