ShepHyken

MARCH 31, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes an “unbreakable” customer relationship, and how can companies achieve it? What are the key components of a tailored customer experience strategy? How does digital transformation impact customer experience?

Customer Relationships 71

Customer Relationships Customer Satisfaction Customers Customer Expectations 71

eglobalis

MARCH 18, 2025

Challenges: Developing AI capable of authentic emotional engagement remains a significant hurdle, as it requires understanding complex human emotions and responding appropriately. High-Value Client Engagement Premium customers or clients involved in high-stakes transactions expect personalized attention.

Interaction 362

Interaction Culture Virtual Agent 2024 362

eglobalis

JANUARY 20, 2025

IBMs account managers, for instance, act as single points of contact, streamlining communication and fostering deeper client relationships. Companies can further enhance relationship management by leveraging customer relationship management (CRM) tools like HubSpot or Salesforce, which centralize customer data and provide actionable insights.

B2B 427

B2B Loyalty Workshop Loyalty Programs 427

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Setting up automated journeys, such as welcome emails and post-purchase follow-ups, helps increase engagement and build stronger customer relationships.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

eglobalis

SEPTEMBER 5, 2024

What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged.

Metrics 429

Metrics Customer Success 2024 2023 429

InMoment XI

OCTOBER 29, 2024

Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge. What Is Customer Loyalty? Customer loyalty defines how willing a customer is to repeat business with a company. Positive experiences compel customers to engage with you again.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

OCTOBER 17, 2024

Knowing the right questions to ask can positively impact your customer relationships, but designing good questionnaires is certainly a challenge. With the help of InMoment’s AI-Powered Active Listening , you can leverage the power of award-winning generative AI to intelligently listen and respond to customers in real-time.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

NOVEMBER 13, 2024

Proactively monitoring customer health can help businesses cut churn by over 34% for at-risk clients. Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving. For example, you can send gift cards to at-risk customers after their next purchase. It enhances customer satisfaction.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

Thematic

APRIL 21, 2025

Because keeping business clients happy is far more cost-effective than constantly chasing new ones (it can cost five times more to acquire a new customer than to retain an existing one). In short, understanding your B2B customers deeply isn’t a nice-to-have—it’s fundamental for engagement, loyalty, and growth.

B2B 62

B2B Customer Insights Insights Engagement 62

InMoment XI

NOVEMBER 4, 2024

Even the SEO benefits of high ratings and review volume only exist because search engines like Google see value in prioritizing businesses that have established this positive relationship. In fact, Google recently announced it would impose restrictions on businesses that engage in fake engagement.

Social Media 195

Social Media 2024 Financial Consumers 195

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. With these tools, businesses can connect proactively, better understand customer needs, and nurture meaningful relationships that last.

Interaction 52

Interaction Engagement E Commerce E-support 52

eglobalis

APRIL 6, 2025

Example : SAPs value management practice quantifies business value both before and after implementation, aligning their compensation with customer results. Long-term relationships built on evidence, not assumptions. Risk Mitigation and Assurance In high-stakes B2B engagements, risk aversion is often a silent deal-breaker.

Contact Center 275

Contact Center B2B Competitive Advantage 2023 275

SurveySensum

NOVEMBER 1, 2024

It represents the highest level of loyalty, where customers become invaluable assets, even co-creating value with the brand. If you’re measuring action loyalty, check churn , refer rates, and levels of engagement. For purchases, customers earn points, and have access to exclusive perks; they even participate in gamified challenges.

Loyalty 52

Loyalty Customer Relationships Brands Sales 52

InMoment XI

MAY 10, 2022

Train your employees to go above and beyond to provide your customers with helpful, friendly, and knowledgeable service to create an experience your customers will remember. Simply put, investing in employee engagement saves you money. Is your retail store an inviting place for customers to spend their time?

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty.

Loyalty 389

Loyalty Feedback Advertising Customer Relationship Management 389

eglobalis

MARCH 13, 2025

Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives. Emphasize Employee Engagement : Highlight how improved CX can lead to higher employee satisfaction and productivity, creating a positive feedback loop.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

InMoment XI

OCTOBER 23, 2024

If your banking app or website feels clunky or confusing to navigate, customers are unlikely to want to spend much time on it. With the help of an easy-to-understand digital interface, you can simplify user navigation and encourage higher levels of engagement with your service. Proactively communicate with customers.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

NOVEMBER 21, 2024

Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. 2025 Consumer Trends Report Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

NOVEMBER 14, 2024

Analytics can show engagement trends and campaign performance. CRM Integration Integrating social listening data with customer relationship management (CRM) software helps you build rich customer profiles. For example, a fashion retailer can leverage social media activity to identify its most valuable customers.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

ShepHyken

JANUARY 14, 2025

Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships. Brands need to find the balance between embracing technology and maintaining human interaction.

Hospitality 138

Hospitality Customer Experience Interaction Customer Expectations 138

InMoment XI

AUGUST 31, 2022

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company.

Banking 370

Banking Customers Interaction Feedback 370

InMoment XI

DECEMBER 10, 2024

Identify At-Risk Customers Knowing who is likely to leave helps you optimize your churn reduction efforts. It enables you to pinpoint specific user profiles for re-engagement. Tracking activity levels is a straightforward way to recognize at-risk customers. This connection encourages long-term relationships.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 22, 2024

Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

DECEMBER 18, 2024

As a result, agents can focus on strengthening customer relationships with a personalized and empathetic approach. Automation empowers businesses to boost operational efficiency, enhance customer satisfaction , and reduce costs. Companies leveraging omnichannel engagement retain 89% of their customers.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

ShepHyken

NOVEMBER 18, 2024

What is the role of branding in enhancing the customer experience? How can businesses define their brand to impact customer relationships meaningfully? Understand what matters most to the customers you want to build a relationship with.

Brands 140

Brands 2023 Touchpoint Financial 140

InMoment XI

DECEMBER 3, 2024

Invest in employee coaching to align more of the workforce with the customer-centric vision. Focus on a cross-functional approach to improving customer experiences. For example, a collaboration between marketing and product teams to engage a specific user segment with a new feature.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

BirdEye

MARCH 6, 2025

And whats generating much attention as a powerful differentiating factor in customer engagement are AI chatbots. Platforms like Birdeye Chatbot AI dont just answer questions, they are changing the way businesses interact with their customers. This level of support enhances customer loyalty and keeps brands top of mind.

Customer Engagement 52

Customer Engagement Engagement Marketing Banking 52

ChurnZero

JANUARY 27, 2025

In our most recent webinar, You Mon explained whats next for AI in customer success, and how ChurnZeros AI capabilities position you to stay one step ahead. How ChurnZero’s Engagement AI augments and automates to transform the way you work. Emilee’s favorite aspect of Engagement AI?

Engagement 52

Engagement 2027 Webinar 2025 52

InMoment XI

MARCH 26, 2025

Benefits of Shortening Customer Surveys There are plenty of reasons to move away from long annual surveys in favor of more frequent microsurveys. Still, as weve shown, shortening surveys provides real value beyond response rates, like better engagement and brand perception, higher quality data, and a lower abandonment rate.

Insights 195

Insights White Paper Customers Brands 195

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Platforms like Zendesk, Freshdesk, and Intercom help manage customer support and engagement through email, chat, social media, and phone. Form cross-functional teams to analyze feedback and implement changes.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

Experience Investigators by 360Connext

JULY 9, 2024

We’ll illustrate the revolutionary impact of AI on revenue generation, supply chain optimization, and customer service using real-world examples that bridge fashion and other sectors. Curious about how AI can elevate customer engagement and productivity? You’ll also hear compelling stories from GitLab and the St.

2024 284

2024 Fashion B2C Hotels 284

Customer Bliss

NOVEMBER 18, 2020

.” Steinbeck’s prose reminds us that no matter how comprehensive and accurate our modern metrics, they will never completely capture the magic and mystery of an engaged and joyful customer relationship. Happy holidays! About Chip R. Dr. Chip R.

Magazine 288

Magazine Metrics Customer Centricity Books 288

eglobalis

AUGUST 28, 2024

In the realm of customer experience, recognizing and respecting this space can lead to more meaningful and fulfilling engagements. It acknowledges that customers are not passive recipients of stimuli but active participants in the exchange, capable of making informed and autonomous decisions.

Customer Experience 344

Customer Experience Events Customer Service Representative Culture 344

Optimove

FEBRUARY 17, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This post demonstrates how the Marketing Rule of 7 can transform fleeting interactions into sustained customer relationships by emphasizing the importance of repeated, personalized touchpoints. What Is the Marketing Rule of 7?

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

TechSee

MARCH 11, 2025

In customer service, AI-driven platforms like TechSee’s Sophie AI redefine engagement. By leveraging visual AI , voice, and chat, these systems determine the best way to resolve customer issues instantly. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.

Customer Service 109

Customer Service Customers Customer Relationships Interaction 109

InMoment XI

JANUARY 9, 2024

A great customer experience can set your company apart from competitors and help you win and retain clients. Great customer experiences bolster your Customer Lifetime Value (CLV). Great customer experiences improve brand reputation. Customer relationships. References SmartKarrot. “75 Access 1/3/2024.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413