eglobalis

NOVEMBER 12, 2024

But imagine transforming each client engagement into an indispensable experience that not only meets but anticipates and exceeds client expectations. By shifting from a task-oriented to a customer-driven mindset, service teams can foster loyalty, trust, and even advocacy from their clients.

Customer Centricity 486

Customer Centricity B2B Consulting Feedback 486

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 378

Customer Experience Social Media 2024 B2B 378

eglobalis

NOVEMBER 5, 2024

Brian Solis’s journey is one of consistent foresight and evolution, making him one of the most impactful voices in the fields of digital transformation, customer experience, and innovation. Laying the Foundation for Social Media and Customer Connection Solis’s first book, Engage! When I first read Engage! ,

Leadership 436

Leadership Innovation Books Social Media 436

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Customer Experience 422

Customer Experience Customer Centricity Net Promoter Score Government 422

InMoment XI

SEPTEMBER 21, 2023

Online reputation management is the process of actively monitoring and influencing the way your business is perceived by your customers and the general public. This team should ideally consist of individuals with expertise in social media management, customer service, and public relations. Sounds like a lot, right?

Management 368

Management Social Media Feedback Voice of Customer 368

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Not exactly.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

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 382

Metrics Customer Success 2024 2023 382

eglobalis

JANUARY 13, 2025

Through real-world examples and practical strategies, well explore how businesses can leverage these tools to enhance customer and agent experiences. AI is no longer just an emerging trend; its a transformative force in customer and agent experiences, driving measurable benefits across industries.

Marketing 365

Marketing E-support E Commerce Social Media 365

GetFeedback

JANUARY 19, 2020

Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. As you might expect, customer listening–often called a Voice of the Customer (VoC) program –is an essential practice for any CX program. Indirect or inferred feedback from analyzing customer interaction data.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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. What is B2B Customer Experience?

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. You can think of it as your eyes and ears on social media with the information it provides. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

InMoment XI

AUGUST 20, 2024

This involves online reputation management practices such as managing platforms such as review sites, legal directories, and social media. Positive reviews and a strong reputation offer social proof, helping to alleviate anxieties about choosing the right legal representation. Download the Report

Management 369

Management Social Media 2024 Download 369

eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

B2B 494

B2B Culture Innovation Loyalty 494

InMoment XI

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. 5 Ways to Build Customer Loyalty in Retail.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

InMoment XI

OCTOBER 29, 2024

A loyal customer is a valuable asset to your business. In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. They are looking for ways to include the customer in everything they do.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

BirdEye

FEBRUARY 5, 2025

Restaurant social media marketing is not just about posting a few pictures of food anymoreits about creating a space where your customers connect, trust, and get inspired to visit. These are proven strategies, not just ideas, to help you attract customers, increase loyalty, and increase diners to your restaurants.

Social Media 104

Social Media Marketing Metrics Events 104

eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions.

B2B 337

B2B Customer Experience 2014 Customer Satisfaction 337

eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Refine your CX personalization by continuously testing what truly resonates with customers. Experimentation and testing are often conflated, but they serve distinct purposes within a customer experience (CX) program.

Insights 314

Insights Customer Journey Mapping Omnichannel Effort Score 314

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? To capitalize on those behaviors, you need to be able to perform customer behavior analysis. To capitalize on those behaviors, you need to be able to perform customer behavior analysis. What Is Customer Behavior Analysis?

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create. Key 2: Engage All Audiences.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

InMoment XI

JULY 13, 2022

You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. NPS is a metric designed to measure customer experience.

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

Experience Investigators by 360Connext

JANUARY 26, 2021

What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. But those are all types of customer research. What is customer research, really? Simple, right?

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

Customer Engagement 157

Customer Engagement Engagement Social Media Definition 157

InMoment XI

SEPTEMBER 29, 2022

For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions.

Banking 370

Banking Retail White Paper Omnichannel 370

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

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). Design a customer-centric culture.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Our customers provide us all the success of our businesses. Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. So let’s get proactive about how we thank customers. Chewy THANK YOU!!!

Airlines 372

Airlines 2020 Social Media Hotels 372

InMoment XI

NOVEMBER 30, 2023

Google Alerts, social media monitoring tools, and specialized software can help you stay informed. These tools are essential for understanding how your customers are talking about your brand. Engage with Your Audience: Build strong relationships with your audience through active engagement.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. Voice of Customer analysis is a useful system for accomplishing this goal.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

OCTOBER 22, 2024

We’ve all been there—checking reviews, browsing social media profiles, and searching Google to find the right healthcare provider. It includes managing patient reviews, ensuring the accuracy of your online listings, engaging with patients on social media, and maintaining high visibility in search results.

Management 221

Management Healthcare Social Media 2024 221

InMoment XI

JULY 18, 2024

What Is Customer Feedback? Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. This can include the customer’s opinions, complaints, suggestions, and compliments. What Is A Customer Feedback Loop?

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. I look for how engaged a candidate is in this conversation. Are they listening?

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

InMoment XI

JULY 16, 2024

Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results.

Management 195

Management Social Media Hotels Airlines 195