eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. Through real-world examples and practical strategies, well explore how businesses can leverage these tools to enhance customer and agent experiences.

Marketing 333

Marketing E-support E Commerce Social Media 333

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?

NPS 396

NPS Feedback Net Promoter Score B2C 396

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 118

Customer Retention B2B Customers Loyalty Programs 118

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. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. Does it fit into your current development priorities?

Feedback 460

Feedback ROI Innovation B2B 460

Help Scout

MAY 12, 2021

Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. What is customer retention and how is it measured?

Customer Retention 117

Customer Retention Measurement Customers Customer Service 117

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 347

Metrics Customer Success 2024 2023 347

InMoment XI

APRIL 16, 2020

In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical. View Article.

Innovation 365

Innovation Customer Retention Article Customer Experience 365

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. However, its effectiveness and relevance have come under scrutiny during the years.

NPS 355

NPS Net Promoter Score Metrics 2025 355

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My comment: You know I love stats and facts about anything related to customer service and CX. Think about that!

2021 141

2021 Article Customer Service Contact Center 141

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Keeping customers around for as long as possible to sell them as much as possible is a great aspiration, but as I’m sure you’re aware, it’s much easier said than done. Letting Customers Tell Success Stories.

Social Media 397

Social Media Customers Connections Customer Retention 397

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 106

Customer Retention Customer Success Customer Relationship Management Loyalty 106

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. Establishing Customer Status and Goals.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

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 304

B2B Customer Experience 2014 Customer Satisfaction 304

eglobalis

DECEMBER 11, 2024

This article was originally posted at: [link] Ready to disrupt your CX strategy? Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Refine your CX personalization by continuously testing what truly resonates with customers. Its time to stop guessing and start experimenting.

Insights 289

Insights Customer Journey Mapping Omnichannel Effort Score 289

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Check out these resources: [Article] Create Your CX Charter with These 6 Questions. That means creating a CX Strategic Council with leaders who are essential to recognizing, identifying, and improving the right moments along the customer journey. .

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. Here are my top five picks from last week.

Article 24

Article 2022 Customer Service Culture 24

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Consider the opening stats.

Article 108

Article 2021 Customer Service Contact Center 108

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: A content marketing experience is part of the customer experience. Read the article and find out.

Article 22

Article Customer Service 2023 2022 22

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape.

B2B 301

B2B Customer Experience Customer Centricity Omnichannel 301

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 392

Customer Experience Customer Centricity Net Promoter Score Government 392

eglobalis

DECEMBER 4, 2024

In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030. While AI will undoubtedly enhance certain aspects of CX, this view oversimplifies the multifaceted nature of customer expectations and underestimates the continuous adaptation required to meet evolving demands in global markets.

2030 333

2030 B2B Culture Government 333

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 article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 341

Customer Experience Social Media 2024 B2B 341

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Apple: Apple’s brand loyalty is legendary.

E-support 458

E-support Innovation Customer Centricity Loyalty 458

ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 7 Techniques That Are Key to Customer Retention Today by John Hall. Is good service more than solving a customer’s issue?

Article 103

Article 2021 Customer Service Magazine 103

eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. 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. As mentioned in this old article I wrote.

B2B 335

B2B Loyalty Workshop Loyalty Programs 335

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Were at the forefront of a revolution that redefines the very essence of customer relationships. My Comment: Reviews are important.

2025 74

2025 Article Magazine Customer Service 74

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Customer service starts on the inside, starting with employees. Find ways to promote your customers on social media.

Article 20

Article 2021 Customer Service E Commerce 20

InMoment XI

SEPTEMBER 14, 2015

Employee Engagement is a concern for any organization worried about customer retention and employee productivity. Companies want to know what they can do — what program they can roll out, what software they can implement— to increase employee engagement in order to improve customer satisfaction. View Article

Engagement 274

Engagement Customer Retention Customer Satisfaction Article 274

ShepHyken

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We start this week’s Top Five roundup with a list of eleven ways to improve customer experience. I love that!)

2024 83

2024 Article Customer Service Retail 83

BlueOcean

SEPTEMBER 27, 2021

Customer experience is pretty much the hottest topic in the contact center and customer care space these days. In this post, we’ve done some of the legwork for you and cherrypicked a handful of recent articles on the topic that we think readers will find useful and illuminating. billion to $27.12

Customer Experience 177

Customer Experience 2028 Contact Center 2020 177

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

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 139

Customer Service Customer Retention Customer Service Strategies B2C 139

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Here are my top five picks from last week.

Article 77

Article Customer Service 2024 Loyalty Programs 77

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

2020 370

2020 Customer Journey Mapping Culture Innovation 370

InMoment XI

DECEMBER 10, 2024

Losing customers never feels good, especially in a hyper-competitive market. In fact, it costs five times more to acquire new customers than it does to keep an existing one. But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. ’ My Comment: I had heard about the “Zero Consumer” but wasn’t 100% sure what it meant until I read this article.

Article 86

Article 2023 2028 Customer Service 86