eglobalis

NOVEMBER 3, 2024

By fostering a culture that encourages tailored solutions for its diverse markets, Samsung aligns its CX initiatives closely with its brand’s global, cutting-edge image while allowing for localization. Additionally, feedback loops play a crucial role in refining CX over time.

B2B 520

B2B Culture Innovation Loyalty 520

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined.

Feedback 520

Feedback ROI Innovation B2B 520

eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction.

NPS 468

NPS Feedback Net Promoter Score B2C 468

eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment.

Customer Experience 461

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 461

eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Cultural Adaptation In a global market, cultural nuances significantly impact customer experience. Feedback Integration Collecting and acting on customer feedback is essential for continuous improvement in CX.

Insights 370

Insights Customer Journey Mapping Omnichannel Effort Score 370

eglobalis

FEBRUARY 3, 2025

By adopting similar AI-powered customer data platforms (CDPs), your company can segment B2B audiences and deliver personalized marketing messages, enhancing customer retention and satisfaction. CRM, ERP, and marketing platforms) to create a 360-degree view of the customer.

B2B 399

B2B Customer Experience 2014 Customer Satisfaction 399

Retently

OCTOBER 16, 2024

Imagine transforming every email you send into an instant feedback opportunity. billion market by 2027 – this simple addition to your signature could be your key to unlocking deeper insights into customer sentiment. That’s exactly what email signature surveys can do! What is a Signature Survey?

Feedback 135

Feedback Customer Satisfaction Touchpoint Communication 135

eglobalis

NOVEMBER 26, 2024

How to Make it Actionable: Conduct Cultural Audits: Analyze how empathy is perceived in each target market through client surveys and external research to identify preferences for communication and resolution styles. Align Teams: Ensure product teams work closely with customer-facing staff to integrate feedback into designs.

B2B 504

B2B B2C Culture Workshop 504

eglobalis

JANUARY 20, 2025

You can find it here: Introduction B2B loyalty conjointly with adoption are the cornerstone of sustainable growth in an increasingly competitive global market. Customer Experience as a Loyalty Anchor Customer Experience (CX) is no longer a competitive differentiator; it is a baseline expectation in B2B markets.

B2B 433

B2B Loyalty Workshop Loyalty Programs 433

InMoment XI

AUGUST 9, 2022

When your business decisions are influenced by the feedback you get in customer surveys, it’s even more important to make sure you’re asking the right questions to get the right feedback. Read on to learn more about the different types of customer survey questions and what questions can help you get the most valuable feedback.

Feedback 370

Feedback Net Promoter Score Customers Insights 370

eglobalis

NOVEMBER 19, 2024

How They’re Experimenting: Siemens runs collaborative pilot programs with clients, iterating based on feedback and continuously optimizing predictive models. How They’re Experimenting: Hitachi implements regional trials of its AI-driven supply chain technologies before scaling to global markets.

B2B 525

B2B Innovation Healthcare Culture 525

InMoment XI

JULY 18, 2022

In order to win in a competitive market, all departments need to have a sense of ownership in the customer experience. Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. 1: Leveraging Customer Feedback in Operations.

Feedback 369

Feedback Culture Customers Customer Experience 369

eglobalis

MARCH 30, 2025

Low response rates, survey fatigue, and delayed feedback often leave companies reacting to problems far too late. Companies usually collect feedback weeks or months after an interaction. In-app and on-site feedback are another avenue: Many B2C companies solicit feedback at the point of experience. Hardware maker HP, Inc.

Banking 334

Banking NPS B2B Social Media 334

InMoment XI

JULY 14, 2022

The grocery chain is known for its simple and continuous efforts to always improve, and that consistent effort through the decades has helped to expand its market position. The brand leveraged InMoment’s Explore and Coach tools to sort feedback at the highest-performing locations. The Opportunity. What’s Next.

Feedback 397

Feedback Retail Metrics Customer Retention 397

InMoment XI

DECEMBER 5, 2024

With customer feedback influencing decision-making, a strong reputation is your key to standing out in a competitive space. For example, closing the feedback loop with a disgruntled member can turn them into a loyal advocate. This negative sentiment can impact your market share as members flock to competitors.

Management 195

Management 2024 Financial Social Media 195

eglobalis

MARCH 13, 2025

Moreover, CX is emerging as a critical differentiator in B2B markets: when products and services are similar, the company that delivers a better experience stands out and shifts the conversation from price to value. Establish Continuous Feedback Loops : Implement mechanisms for ongoing feedback to adapt and improve CX strategies in real-time.

Leadership 242

Leadership B2B B2C Net Promoter Score 242

ShepHyken

DECEMBER 31, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can business use customer feedback to improve the customer experience? How can consumer feedback improve a company’s products or services? How do you leverage customer reviews?

Feedback 91

Feedback Customer Service Customer Service Representative Customers 91

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Customers E-support 62

InMoment XI

DECEMBER 3, 2024

For example, using surveys to collect feedback and sentiment analysis to understand emotional tone. It’s a static approach that doesn’t consider targeted outreach or customer feedback analysis. 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

Thematic

APRIL 21, 2025

To prevent this silent churn, forward-thinking companies implement structured customer service feedback loops. These customer feedback loops help identify issues early, allowing for continuous refinement of service processes.​ What Is a Customer Service Feedback Loop? Why does the customer service feedback loop matter?

Feedback 62

Feedback Customer Service Net Promoter Score NPS 62

InMoment XI

NOVEMBER 18, 2024

By identifying specific customer preferences—such as preferred products, content types, or communication channels—you can tailor marketing messages, recommendations, and services to each customer’s needs. Informed Marketing Decisions Analyzing customer behavior allows you to craft more effective marketing strategies.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

DECEMBER 6, 2021

And when I look back on all that, I couldn’t be more grateful for customer feedback management platforms (also known as CFM platforms). However, there are two areas the technology hasn’t mastered (yet): How to service itself How to tell a story with feedback. How to Choose a Customer Feedback Management Platform.

Feedback 370

Feedback Management Technology Government 370

InMoment XI

NOVEMBER 7, 2024

Product Teams With customer experience automation, product teams can collect customer feedback , analyze customer usage patterns, and identify pain points in real time. These touchpoints could include onboarding, feedback requests, or follow-ups. This reduces response times and allows support teams to focus on complex issues.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

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. Businesses can collect feedback actively and passively. What Is A Customer Feedback Loop? Why Is Customer Feedback Important?

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

InMoment XI

FEBRUARY 12, 2025

Create a reliable customer review system that helps you collect high-quality, high-volume feedback, and you’ll likely have a consistent flow of traffic to your store. After all, customers wouldnt take the time to leave positive feedback if they didn’t believe you offer high-quality services.

Feedback 221

Feedback Retail Social Media Advertising 221

InMoment XI

DECEMBER 10, 2024

Losing customers never feels good, especially in a hyper-competitive market. As a result, youll succeed in retaining and acquiring customers to increase your market share. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 28, 2023

Recognizing this, top brands and businesses are integrating review management into their marketing strategies. In these digital spaces (just as in traditional feedback channels like support and service phone calls and various types of surveys ), customers want to be heard individually and addressed personally.

Management 259

Management Marketing Social Media Feedback 259

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Customer Experience 467

Customer Experience Customer Centricity Net Promoter Score Government 467

Thematic

APRIL 21, 2025

Your users are your best source of feedback. That's why building a robust user feedback loop is crucial. That's why building a robust user feedback loop is crucial. Rather than treating feedback as a checkbox exercise, successful companies embrace it as a rich source of customer insights that guide their decisions.

Feedback 62

Feedback Roadmap NPS Social Media 62

Thematic

MARCH 30, 2025

A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. We’ll explore customer feedback loop best practices to make the loop a powerful asset for your business.

Feedback 62

Feedback Customer Centricity Culture Customers 62

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. As a result, you can increase your market share with this customer-centric approach.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

APRIL 17, 2025

Survey incentives do encourage some people to offer feedback, which could mean more responses and diverse insights for your brand. They may attract the wrong respondents , influence feedback, or result in superficial responsesand planning, budgeting for, and implementing incentives can be a challenge.

Customer Engagement 195

Customer Engagement Engagement Feedback E-support 195

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Tracking these conversations with a social listening tool helps improve marketing efforts. This is crucial since responding to customer feedback within 24-48 hours boosts retention by 8.5%.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap NPS Loyalty 62

InMoment XI

OCTOBER 14, 2024

Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether. The survey itself is exhausting to complete.

2024 195

2024 Hospitality Feedback Healthcare 195