Customer Experience Update

Delete, Ignore, Snub or Engage? How Mature Companies Should Tackle Negative Social Media Feedback Analyses

eglobalis

OCTOBER 21, 2024

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Should they engage with every post or focus on resolving issues privately? Best practices suggest various approaches, but the decision is far from one-size-fits-all. This article explores the pros and cons of responding to negative posts, evaluates the effectiveness of following best practices from leading organizations such as BCG, McKinsey, a

Social Media

Social Media Feedback Engagement Company

Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

eglobalis

OCTOBER 14, 2024

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. 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.

Customer Experience

Customer Experience Customer Journeys Case Study Innovation

Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On

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. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy.

Feedback

Feedback ROI Innovation B2B

Webinars

Building Your BI Strategy: How to Choose a Solution That Scales and Delivers

Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

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Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead

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. A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

Customer Journeys

Customer Journeys Culture Leadership Innovation

The Hidden Flaws in Toyota’s German Dealerships CX: What Happened to Accountability?

eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. In markets such as the United States, Japan, and various parts of Asia, Toyota consistently demonstrates responsibility by addressing customer issues promptly and without unnecessary obstacles.

Automotive

Automotive Loyalty System Return on Investment

Unlocking Employee Will: Driving Business Transformation and Customer Experience

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees.

Customer Experience

Customer Experience Leadership Innovation Roadmap

How to Define and Execute a B2B Customer Experience Strategy

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. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B

B2B Strategy Customer Experience Customer Journeys

Empowering Employees to Drive CX Innovation: A Comprehensive Path to Success and Growth.

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? Introduction: The Vital Role of Employees in Driving Innovation In today’s business landscape, innovation is no longer a luxury—it’s a necessity.

Innovation

Innovation e-support Culture Customer Centricity

Maximizing Outcomes with Integrated Customer Success and Experience Metrics

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. It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success.

Metrics

Metrics Customer Success Customer Experience Effort Score

Why are CX practitioners unhappy with their VoC platform?

eglobalis

SEPTEMBER 3, 2024

What do you want from your VoC platform? I am often asked ‘what is the best Voice of the Customer (VoC) platform?’ or ‘do you recommend platform X?’. My answer is always the same – it depends on your needs. I am keen that CX Practitioners see themselves as customers when buying and using a VoC platform. Most of all I would like you to understand your needs and engage with the right vendors.

e-support

e-support Consulting Feedback Survey

Can you really make a choice? The Power of Free Will in Enhancing Customer Experience

eglobalis

AUGUST 28, 2024

Guest post by: João Pereira In the bustling corridors of the business world, where brands and businesses compete for the attention of discerning customers, the concept of free will stands as a beacon of human autonomy and conscious choice. Free will is not just a philosophical musing but a practical tool that can profoundly transform customer experience.

Customer Experience

Customer Experience Exercises Customer Service Representative Culture

The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business

eglobalis

AUGUST 19, 2024

Introduction We’re not here to drive the final nail into the coffin of NPS. 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

NPS Net Promoter Score Effort Score Metrics

CX Titans: Samsung & Apple’s Rivalry and Collaboration for Excellence

eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.

e-support

e-support Innovation Customer Centricity Loyalty

Ahead of the Curve: MarTech-Driven Customer Experience Evolution

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. Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time.

Customer Experience

Customer Experience Social Media Analytics Chatbots

Why Europe and the UK Are Always Behind the USA in Customer Experience

eglobalis

JULY 25, 2024

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

Customer Experience

Customer Experience Customer Centricity Innovation Culture

Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution

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. Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience.

NPS

NPS Feedback Net Promoter Score B2C

Crafting and Cascading a Customer Experience Strategy Across Global Organizations

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. This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights.

Strategy

Strategy Customer Experience Net Promoter Score Customer Centricity

Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits

eglobalis

JUNE 19, 2024

Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits The post Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits appeared first on Eglobalis.

Customer Experience

Customer Experience Customers Innovation Analytics

Enhancing Tech Adoption through Exceptional Design

eglobalis

JUNE 12, 2024

Enhancing Tech Adoption through Exceptional Design by Ricardo Saltz Gulko The post Enhancing Tech Adoption through Exceptional Design appeared first on Eglobalis.

Analytics

Analytics Data Loyalty Technology

The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience

eglobalis

JUNE 4, 2024

The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience The post The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience appeared first on Eglobalis.

Customer Experience

Customer Experience Customers Customer relationships Customer Centricity

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko

eglobalis

MAY 27, 2024

A Comprehensive Analysis of AI's Impact on the Employee Experience by Ricardo Saltz Gulko The post A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko appeared first on Eglobalis.

Employee Experience

Employee Experience Analysis Brands Innovation

How to Develop a Comprehensive Employee Experience Program to Boost Your Company

eglobalis

MAY 20, 2024

This article provides a step-by-step guide to establishing an EX program tailored to your company’s unique culture and workforce. We will explore fundamental principles, common pitfalls to avoid, and share real-life examples from industry leaders. By examining how companies like Google, Salesforce, and Toyota have successfully implemented their EX programs, you will gain valuable insights into creating a strategic EX design that aligns with your organizational goals and values. Additionally, we

Employee Experience

Employee Experience Company How To

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes

eglobalis

MAY 12, 2024

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.

Technology

Technology Customer Experience CEM Contact Center

CX Design: What Can Companies Do to Compete with Tech Giants? – Part II

eglobalis

MAY 1, 2024

Simplifying CX Design: What Can Companies Do to Compete with Tech Giants? - Part II The post CX Design: What Can Companies Do to Compete with Tech Giants? – Part II appeared first on Eglobalis.

Company

Company Contact Center Customer relationships Customer Centricity

Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges

eglobalis

APRIL 23, 2024

Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges The post Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges appeared first on Eglobalis.

Customer Centricity

Customer Centricity Employee Experience B2B Culture

Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust

eglobalis

JANUARY 18, 2024

Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.

Metrics

Metrics Customer Experience Customers NPS

Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not

eglobalis

JANUARY 7, 2024

Unlocking CEO Mental Fitness: Imagine ''NPS'' as a Custom Gauge for Effective Leadership or Not, Customer Gauge The post Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not appeared first on Eglobalis.

NPS

NPS Leadership Customers Contact Center

Best Customer Experience Books 2023 in Digital Data, Design and Centricity

eglobalis

DECEMBER 7, 2023

Best Customer Experience Books 2023 in Digital Data, Design and Centricity The post Best Customer Experience Books 2023 in Digital Data, Design and Centricity appeared first on Eglobalis.

Data

Data Customer Experience Customers Contact Center

True Personalisation is Unworkable for Customer Experience

eglobalis

DECEMBER 5, 2023

True Personalisation is Unworkable for Customer Experience The post True Personalisation is Unworkable for Customer Experience appeared first on Eglobalis.

Customer Experience

Customer Experience Customers Contact Center Measurement

Elevating Customer Experience: Six Key Fundamentals for Adaptability

eglobalis

NOVEMBER 21, 2023

Elevating Customer Experience: 6 Key Fundamentals for Adaptability The post Elevating Customer Experience: Six Key Fundamentals for Adaptability appeared first on Eglobalis.

Customer Experience

Customer Experience Customers Customer relationships Customer Centricity

Why NPS doesn’t work any more, and what’s the alternative?

eglobalis

NOVEMBER 15, 2023

Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.

NPS

NPS Contact Center Measurement Customer relationships

How to create better business outcomes through CX design

eglobalis

NOVEMBER 8, 2023

How to create better business outcomes through CX design , customer experience design The post How to create better business outcomes through CX design appeared first on Eglobalis.

How To

How To Customer Experience Design Customer Experience Measurement

How to boost customer loyalty in a tough economy

eglobalis

NOVEMBER 1, 2023

How to boost customer loyalty in a tough economy - Customer Experience The post How to boost customer loyalty in a tough economy appeared first on Eglobalis.

Loyalty

Loyalty How To Customers Customer Experience

How complexities prevent and improve employee and customer experience

eglobalis

OCTOBER 3, 2023

How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.

Customer Experience

Customer Experience Customers Contact Center Customer Centricity

Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments

eglobalis

SEPTEMBER 18, 2023

Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments The post Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments appeared first on Eglobalis.

Call Center Experience

Call Center Experience Call Center Contact Center Customer Centricity

What’s next in VoC as traditional customer surveys fade from our memories?

eglobalis

SEPTEMBER 12, 2023

What's next in VoC as traditional customer surveys fade from our memories? The end of surveys! The post What’s next in VoC as traditional customer surveys fade from our memories? appeared first on Eglobalis.

Survey

Survey Customers Customer Centricity Brands

Experience management – why your EX is the stress test for your CX

eglobalis

AUGUST 16, 2023

Experience management – why your EX is the stress test for your CX The post Experience management – why your EX is the stress test for your CX appeared first on Eglobalis.

Management

Management Customer relationships Customer Centricity Innovation

How AI and GenAI is shaking the status quo in CX for your eyes only

eglobalis

AUGUST 8, 2023

How AI and GenAI is shaking the status quo in CX for your eyes only The post How AI and GenAI is shaking the status quo in CX for your eyes only appeared first on Eglobalis.

Customer relationships

Customer relationships Customer Centricity Employee Experience Brands

How to use emotional design in CX to escape the B2B commodity trap

eglobalis

AUGUST 1, 2023

How to use emotional design in CX to escape the B2B commodity trap , customer experience, product experience The post How to use emotional design in CX to escape the B2B commodity trap appeared first on Eglobalis.

B2B

B2B How To Customer Experience Customer relationships

Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design

eglobalis

JULY 26, 2023

Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design The post Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design appeared first on Eglobalis.

Omni-Channel

Omni-Channel B2B Technology Customer Centricity

From here to affinity – how to build client centricity in professional services

eglobalis

JULY 19, 2023

From here to affinity – how to build customer centricity in professional services The post From here to affinity – how to build client centricity in professional services appeared first on Eglobalis.

How To

How To Customer Centricity Customer relationships Customers

A Personal Bank Story: How to Win, and Lose, a Bank Customer

eglobalis

JULY 13, 2023

A Personal Bank Story: How to Win, and Lose, a Bank Customer The post A Personal Bank Story: How to Win, and Lose, a Bank Customer appeared first on Eglobalis.

Banking

Banking How To Customers Customer Centricity

Harnessing Real-Time Data for Improved Customer Experience Understanding

eglobalis

JUNE 20, 2023

Harnessing Real-Time Data for Improved Customer Experience CX Understanding The post Harnessing Real-Time Data for Improved Customer Experience Understanding appeared first on Eglobalis.

Data

Data Customer Experience Customers Measurement

The Rising Tide of Brand Purpose in B2B

eglobalis

JUNE 12, 2023

The Rising Tide of Brand Purpose in B2B , The time of brand purpose The post The Rising Tide of Brand Purpose in B2B appeared first on Eglobalis.

B2B

B2B Brands Measurement Customer relationships

eglobalis

Delete, Ignore, Snub or Engage? How Mature Companies Should Tackle Negative Social Media Feedback Analyses

Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

Webinars

Trending Sources

Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On

Webinars

Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead

The Hidden Flaws in Toyota’s German Dealerships CX: What Happened to Accountability?

Unlocking Employee Will: Driving Business Transformation and Customer Experience

How to Define and Execute a B2B Customer Experience Strategy

Empowering Employees to Drive CX Innovation: A Comprehensive Path to Success and Growth.

Maximizing Outcomes with Integrated Customer Success and Experience Metrics

Why are CX practitioners unhappy with their VoC platform?

Can you really make a choice? The Power of Free Will in Enhancing Customer Experience

The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business

CX Titans: Samsung & Apple’s Rivalry and Collaboration for Excellence

Ahead of the Curve: MarTech-Driven Customer Experience Evolution

Why Europe and the UK Are Always Behind the USA in Customer Experience

Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution

Crafting and Cascading a Customer Experience Strategy Across Global Organizations

Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits

Enhancing Tech Adoption through Exceptional Design

The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko

How to Develop a Comprehensive Employee Experience Program to Boost Your Company

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes

CX Design: What Can Companies Do to Compete with Tech Giants? – Part II

Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges

Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust

Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not

Best Customer Experience Books 2023 in Digital Data, Design and Centricity

True Personalisation is Unworkable for Customer Experience

Elevating Customer Experience: Six Key Fundamentals for Adaptability

Why NPS doesn’t work any more, and what’s the alternative?

How to create better business outcomes through CX design

How to boost customer loyalty in a tough economy

How complexities prevent and improve employee and customer experience

Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments

What’s next in VoC as traditional customer surveys fade from our memories?

Experience management – why your EX is the stress test for your CX

How AI and GenAI is shaking the status quo in CX for your eyes only

How to use emotional design in CX to escape the B2B commodity trap

Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design

From here to affinity – how to build client centricity in professional services

A Personal Bank Story: How to Win, and Lose, a Bank Customer

Harnessing Real-Time Data for Improved Customer Experience Understanding

The Rising Tide of Brand Purpose in B2B

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