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 436

Customer Centricity B2B Feedback Consulting 436

eglobalis

OCTOBER 30, 2024

As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools The Gist AI boosts productivity. As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools. Faster hiring process.

Employee Experience 388

Employee Experience 2028 Telecommunications Customer Satisfaction 388

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates.

Customer Experience 401

Customer Experience Innovation Customer Centricity Culture 401

eglobalis

NOVEMBER 26, 2024

Introduction: Can loyalty, adoption, or growth be built on empathy alone? It examines why empathy alone is insufficient to build trust or loyalty and how businesses can move beyond platitudes to embed empathy into their operations. The answer is no. This makes the stakes—and the expectations—far higher. The same applies to B2C.

B2B 408

B2B B2C Culture Workshop 408

eglobalis

JUNE 27, 2024

Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers.

Customer Experience 371

Customer Experience Customer Centricity Net Promoter Score Government 371

InMoment XI

JULY 5, 2022

Step #3: Innovate for Lasting Relationships. With the amount of competition in today’s food service market, creating loyalty with your guests is more important than ever—and the final step in completing your journey from an operational, to experiential, a truly innovative and relationship-based guest experience program.

Guest Experience 370

Guest Experience Brands Multi-Channel Touchpoint 370

eglobalis

DECEMBER 11, 2024

Through A/B testing and other experimental methods, businesses can assess different design elements’ impact on user engagement and satisfaction. Experimentation helps companies determine which personalization strategies such as customized emails, product recommendations or loyalty programs resonate most with their customers.

Insights 289

Insights Customer Journey Mapping Omnichannel Effort Score 289

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. My 3 buzzwords: Engagement. Engagement. To become a truly customer-centric organization, engagement is not only critical, but it’s costly if it’s not there.

Leadership 283

Leadership Culture Customer Centricity 2019 283

InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. Net Promoter Score Driver #1: Deliver on Product Quality and Innovation Customer experience plays a crucial role in driving great product quality and innovation.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

eglobalis

NOVEMBER 22, 2020

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

Culture 498

Culture Loyalty Employee Experience Customer Experience 498

eglobalis

JANUARY 13, 2025

Elevating Cross-Channel Customer Engagement Seamless integration across communication channels is critical for consistent customer experiences. Enhancing Customer Loyalty with AI-Driven Personalization AI not only streamlines operations but also fosters customer loyalty through deep personalization.

Marketing 287

Marketing E-support E Commerce Social Media 287

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences.

Customer Experience 330

Customer Experience Social Media 2024 B2B 330

Experience Investigators by 360Connext

JULY 23, 2015

Loyalty, as we once knew it, is dead. When you push evaluation and innovation to the back burner, big changes in customer expectations are brewing while your competitors stir the pot. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Don’t be fooled.

Banking 295

Banking Social Media Innovation Consulting 295

Experience Investigators by 360Connext

JUNE 8, 2015

Advocates want to participate to gain access to early releases, gain more loyalty benefits and be part of a community. Don’t confuse advocacy with blind loyalty. Don’t confuse advocacy with blind loyalty. But what goals do you want to achieve with your advocates? And what is it in for them? jeanniecw Click To Tweet.

Marketing 279

Marketing Social Media Loyalty Consulting 279

eglobalis

OCTOBER 9, 2024

Clayton Christensen old quote: “Customers don’t buy products; they hire them to do a job.” – This quote from the father of “disruptive innovation” highlights the idea that customers’ needs are more about solving a problem or fulfilling a job rather than just wanting specific features.

Feedback 443

Feedback ROI Innovation B2B 443

Experience Investigators by 360Connext

JANUARY 5, 2015

This led to stagnant thinking instead of innovation. Innovation only comes with risk. I also discussed the way the competitors and other industries were creating customer loyalty based on better user experiences. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Leadership 307

Leadership Consulting User Experience Loyalty 307

eglobalis

JANUARY 7, 2025

For B2B companies, this methodology can bridge the gap between customer needs and business objectives, leading to innovation in services, products, and experiences. B2B Example: Adobes team brainstormed ways to enhance user engagement for their Creative Cloud.

B2B 230

B2B Innovation 2025 User Experience 230

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 397

Customer Experience Loyalty Advertising Leadership 397

Experience Investigators by 360Connext

APRIL 21, 2015

Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. In the next few weeks at your organization, see if you can identify some themes.

B2B 285

B2B B2C Social Media Innovation 285

eglobalis

SEPTEMBER 5, 2024

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. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Metrics 327

Metrics Customer Success 2024 2023 327

Experience Investigators by 360Connext

JULY 6, 2015

This conflict leads to customer frustration and decreased loyalty. In some cases, Customer Effort Score (CES) is a better indicator of loyalty than Net Promoter Score (NPS). Innovation is “owned” by one part of the organization who doesn’t have any contact with customers. Think about it.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

eglobalis

DECEMBER 4, 2024

Thoughtful content fosters credibility and maintains their engagement. When dissenting opinions were voiced, the response highlighted a reluctance to engage in meaningful dialogue, framing disagreement as personal animosity. In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030.

2030 326

2030 B2B Culture Government 326

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. By offering innovative customer-driven strategies and tactics, Chip has helped many Fortune 100 companies enhance their bottom lines and marketplace reputation. Today’s guest post is from my good friend, Chip R.

Magazine 288

Magazine Metrics Customer Centricity Books 288

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Don’t worry about the big guys. Worry about your guys.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. My 3 buzzwords: Engagement. Engagement. To become a truly customer-centric organization, engagement is not only critical, but it’s costly if it’s not there.

Leadership 227

Leadership Culture Customer Centricity 2019 227

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The Interplay of Employee Engagement and Customer Experience It’s important to identify the difference between customer experience and employee engagement. In their 2009 meta-analysis presented by Gallup, Harter et al.

Engagement 145

Engagement Employee Experience 2009 Loyalty 145

Experience Investigators by 360Connext

APRIL 16, 2015

We’ve come to accept the incredible pace of innovation. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Expectations 282

Customer Expectations Retail User Experience Social Media 282

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! Blog Culture Customer Engagement Customer Experience Customer Journey Mapping customer service Featured communication culture customer touchpoints journey mapping leadership linkedin loyalty management Must-Read'

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

eglobalis

MARCH 2, 2021

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.

Customer Experience 366

Customer Experience Innovation Employee Experience Customers 366

Experience Investigators by 360Connext

OCTOBER 24, 2023

The discussion in this episode delves into these innovative strategies, exploring how they’re changing the way customers shop. We bring you the intriguing story of VOTO, a company that’s doing just that by combining customer engagement with a social cause.

Retail 270

Retail Connections Innovation Loyalty 270

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. This means we need to involve and engage stakeholders, leaders, frontline employees, and customers in everything we do.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

JANUARY 21, 2015

Understanding the customer journey end-to-end helps brands innovate around the experience. Virgin Atlantic is investing in many innovative ideas around how to make the transatlantic flight more of an event to experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Experience Investigators by 360Connext

OCTOBER 20, 2014

When we speak of employee engagement and happy workplaces, we often leave out the customer. 3M allows time off to employees for personal interests to encourage innovation.). The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Where have we gone wrong?

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Interactions

DECEMBER 18, 2024

Back in late September, I had the opportunity to speak on an expert panel at the CX Innovation Summit, down in Naples, Florida. In contrast to over-relying on customer surveys, I introduced the Interactions focus on Customer Effort Score (CES) as a leading indicator for customer engagement.

Innovation 62

Innovation Engagement Effort Score Contact Center 62

Experience Investigators by 360Connext

MAY 20, 2015

They are the innovators. They are the ones who are willing to invest in long-term loyalty for even longer-term business success. Brand is what people say about you when you leave the room.” Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? They are the visionaries.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. Studies have shown that companies that engage with customer feedback can see up to a 5-10% increase in customer retention rates.

Hospitality 195

Hospitality Call Center Retail NPS 195

InMoment XI

DECEMBER 9, 2024

Aligning experiences with these principles fosters loyalty. Innovative In-Store Interactions: Gamified shopping and self-service returns transform mundane tasks into engaging experiences. Looking Ahead: Balancing Innovation and Human Connection As we move into 2025, the key to CX excellence lies in balance.

2024 195

2024 2025 Download Roadmap 195