eglobalis

JANUARY 20, 2025

While customer experience (CX), product design, and delivery are critical factors, the underlying success stems from a comprehensive understanding of client needs and a commitment to exceeding expectations. This creates a unique dynamic where loyalty cannot be assumedit must be earned and continuously nurtured.

B2B 427

B2B Loyalty Workshop Loyalty Programs 427

InMoment XI

OCTOBER 24, 2024

What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)? Debating the differences between customer engagement platforms and CRM systems is natural. These customer engagement strategies lead to increased customer satisfaction and repeat business.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

CSM Magazine

NOVEMBER 14, 2024

In financial services, customer service isn’t just about addressing concerns; it’s about building lasting relationships. The advent of mobile apps has been transformative, turning smartphones into essential tools for improving these relationships. Gone are the days of bank hours and phone-based finance.

Financial 52

Financial Customer Service Banking 2024 52

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. This person ensures CX remains a strategic priority and aligns various departments around customer-centric goals.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

Alida

OCTOBER 23, 2017

The key is to follow practical frameworks that tie the insight you get from customer relationships to measurable business results. At the Customer Intelligence Summit , three customer-led companies shared how they are making ROI measurement a reality. If outsourced to a research agency, the study would have cost $150,000.

ROI 153

ROI Customer Relationships Insurance Advertising 153

InMoment XI

NOVEMBER 4, 2024

But for companies, the real damage can go beyond financial penalties—violations can severely erode customer trust and damage long-term brand reputation. Why Trust in Reviews Matters More Than Ever At its core, the purpose of reviews and ratings is to create trust between businesses and potential customers.

Social Media 195

Social Media 2024 Financial Consumers 195

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

InMoment XI

NOVEMBER 19, 2024

Finance In the financial sector, where precision is crucial, AI hallucinations can be costly. While AI systems can help crunch numbers, they can also hurt financial services reputation management efforts. Inaccurate financial reporting can affect investment decisions and stakeholder trust.

Reference 195

Reference Contact Center Healthcare Financial 195

eglobalis

AUGUST 13, 2024

Background on Samsung and Apple To fully understand how Samsung and Apple differentiate in customer experience, it’s essential to delve into the backgrounds of these two industry titans. Here, we provide an overview of their corporate structures, leadership, and financial performance.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

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. This approach provides a comprehensive view of the customer experience in one place.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

OCTOBER 30, 2024

Life insurance customer experience : Life insurance customers need clear, simple communication about policy terms. They expect personalized financial advice and a smooth application process to build trust. Hi Marley ) A successful customer-centric approach results in a 20% boost in employee satisfaction for insurance companies.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 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 139

Brands 2023 Touchpoint Financial 139

SurveySensum

DECEMBER 4, 2024

What is NPS in Banking and Other Financial Institutions? In banking, it is crucial to gauge customer satisfaction and loyalty. And an NPS score can be from -100 to 100 and can provide insights into a bank’s overall customer experience. This can help increase customer lifetime value and reduce customer churn.

Banking 52

Banking NPS Financial Net Promoter Score 52

SurveySensum

NOVEMBER 1, 2024

In fact, loyal customers buy more often— 90% more frequently than new customers. By fostering loyalty, you can ensure a consistent revenue stream that strengthens the company’s long-term financial health. Increased Customer Lifetime Value (CLV) For those loyal customers who make repeat purchases, CLV can grow exponentially.

Loyalty 52

Loyalty Customer Relationships Brands Sales 52

Kustomer

JUNE 7, 2023

The time has come for financial services organizations to move from a transactional mindset to an engaging mindset. Customers want to feel financially confident, including having trust in their financial institutions to work in their best interests, and they expect service to be streamlined and personalized.

Financial 94

Financial Banking Social Media Customer Satisfaction 94

Joe Rawlinson

JANUARY 24, 2025

Using Analytics to Streamline Financial Planning For entrepreneurs, effective financial management is non-negotiable. Poor financial planning can sink even the most promising business. Business analytics simplifies financial planning by providing accurate forecasts based on historical and real-time data.

E Commerce 78

E Commerce Financial Return on Investment E-support 78

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Return on Investment (ROI): Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved. Samsung often does that. Article authored by Ricardo Saltz Gulko.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM? Strategy First. For now, let’s help you make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Kustomer

JUNE 6, 2023

Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. Is your company meeting customer expectations?

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

InMoment XI

MAY 18, 2022

The result is both a meaningfully improved experience and saved customer relationships. So, without further ado, let’s go over how your organization can ensure it’s eliminating friction across your customer journey. How Can You Eliminate Friction in the Customer Journey?

Customer Journey 397

Customer Journey Touchpoint Customer Retention Banking 397

InMoment XI

NOVEMBER 13, 2024

Identifying at-risk customers early enables businesses to re-engage them with tailored incentives. It improves customer relationships. Predictive insights highlight what matters to your customers. For example, offering proactive customer support or loyalty rewards helps retain customers by showing them you care.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Familiarity and nostalgia create a sense of connection that can strengthen customer relationships. Personalization : Experiences tailored to customer profiles encourage loyalty.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

Alida

DECEMBER 1, 2016

If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. Given how much this space has grown in the past decade, the mainstream adoption of new technologies in the financial industry shouldn’t come as a surprise. billion in funding.

Customer Experience 193

Customer Experience Financial 2016 Banking 193

Kustomer

SEPTEMBER 1, 2023

Successful organizations today are those that prioritize providing excellent experiences for customers. For financial services organizations in particular, building trust with customers and providing them with human-first customer service makes a significant impact in garnering loyalty and repeated use of products and services.

Financial 91

Financial Omnichannel Loyalty Information 91

InMoment XI

DECEMBER 10, 2024

It flags potential pain points early: Analyzing the customer journey helps you spot and address issues that might lead to churn. Proactive communication and problem-solving play a huge role in retaining at-risk customers. This connection encourages long-term relationships.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

JANUARY 12, 2023

For several years, it was also one of four economic pillars (along with customer acquisition , customer retention, and lowering cost to serve) my colleagues and I used to frame customer experience (CX) programs for our clients. Next, it’s vital to take the long view when looking at your customer relationships.

Social Media 397

Social Media Customers Connections Customer Retention 397

GetFeedback

SEPTEMBER 2, 2019

Which is to serve, delight, impress, engage and hopefully enhance the work, lives, and play of their customers. Not focusing on customer relationships at each stage of the buying journey?and and in the process, being more customer-centric?is Technology by itself is not the real disruptor. ” Schwartz adds.

2019 210

2019 Article Net Promoter Score Financial 210

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

They are never asked to step back, think of what actions like this would REALLY do to the customer relationship, or the consequences of those actions. Shame on the financial types who never “ work the numbers ” for what scores of canceled subscriptions, bad PR, and completely negative word-of-mouth could do to the company.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

eglobalis

JULY 25, 2024

These economic pressures force companies to prioritize short-term financial stability over long-term CX investments. The economic slowdown in major European economies like Germany, Italy, and Greece further exacerbates the gap in CX excellence.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

eglobalis

OCTOBER 9, 2024

Feature development requires time, manpower, and financial investment. Challenges : Balancing internal resources with customer expectations is always a challenge. Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships.

Feedback 516

Feedback ROI Innovation B2B 516

Help Scout

AUGUST 17, 2021

There are also customer relationships and expectations to manage. In this article, we cover several pain points that financial services customer service professionals face, and we’ll offer 18 tips for how to overcome those challenges. Pain point #1: Financial regulations and privacy.

Financial 82

Financial Customer Service Customers Information 82

InMoment XI

AUGUST 31, 2022

You also need questions about brand perception, channel usage and satisfaction, product usage and satisfaction, and the experiences that impacted, or are impacting, your customers the most. As its name suggests, a transactional survey is all about how well (or not) a transaction at your bank went for your customer.

Banking 370

Banking Customers Interaction Feedback 370

Experience Investigators by 360Connext

JUNE 22, 2021

And yet business leaders are often asked to focus on the customers-yet-to-be. Heavy emphasis (along with financial incentives) are placed on acquiring new customers. Once customers become great customers, there might be an emphasis on customer advocacy programs or customer loyalty initiatives.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.

Customer Relationships 103

Customer Relationships Consulting Books Insurance 103

CloudCherry

OCTOBER 4, 2018

Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. Customer Relationship Management (CRM) software provides useful information such as the amount of money that a customer has spent, how long they have been a customer, or what they usually buy at your establishment.

CEM 249

CEM Insights NPS Metrics 249

InMoment XI

JULY 4, 2022

Internal Data: Most businesses will have a strong customer relationship management system (CRM) that will store all customer and behavioral data. Along with that, it will also store financial and operational data from within your business.

ROI 370

ROI Return on Investment Social Media Measurement 370

CSM Magazine

APRIL 16, 2025

One of the leading innovations reshaping the sector is the integration of Enterprise Resource Planning (ERP) systems with Customer Relationship Management (CRM) solutions. This integration allows project managers to access real-time financial and operational data combined with customer insights.

Interaction 52

Interaction Financial Communication Customer Satisfaction 52