Retently

OCTOBER 11, 2024

With real-time monitoring and automated quality checks, these tools help brands quickly spot and fix issues, enhancing overall customer support. Focusing on key CX metrics like NPS, CSAT, and CES, it helps brands gain critical insights into customer interactions while ensuring support teams consistently deliver top-quality service.

Retail 134

Retail 2024 Customer Service Feedback 134

InMoment XI

NOVEMBER 26, 2024

A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services, and people. Day-in-the-Life Purpose: The day-in-the-life customer journey map takes a broader view of the customer’s life beyond their interactions with your brand. Accessed 10/8/2024. Accessed 10/8/2024.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. Loyal customers are likely to spend more and advocate for your brand. It includes thoughts, feelings, and opinions regarding the brand, product, or service. What Is Voice of Customer Analysis? It gives you a competitive advantage.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

OCTOBER 14, 2024

You have to remember that your customers interact with your brand to achieve their own specific goals. Negative Brand Equity Moreover, dissatisfied customers who feel like the business is simply collecting feedback for its own sake without acting on it are likely to become less loyal over time. Accessed 10/07/2024. PeoplePulse.

2024 195

2024 Hospitality Feedback Healthcare 195

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

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. A high rate indicates strong engagement with your product and loyalty to your brand. 35 customer experience statistics to know for 2024 ( [link] ). Accessed 11/20/2024.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

NOVEMBER 7, 2024

This allows your brand to keep up with customer expectations 24/7. Advanced analytics features, like sentiment analysis and feedback segmentation, allow brands to uncover deep insights and make impactful, real-time improvements. These targeted surveys help brands gather timely customer feedback at critical touch points.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

ShepHyken

DECEMBER 9, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones. CX Predictions for 2024: What Came True? Can Your Customer Service Make a Sale? The experts cant always be right!

2024 75

2024 Article 2025 Customer Service 75

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Some of this activity could be relevant to your brand and industry. 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

DECEMBER 6, 2024

Here are some of the main challenges of customer experience management outsourcing: Loss of Brand Voice : Outsourcing can sometimes lead to inconsistencies in how your brand communicates with customers, which might impact customer trust. 35 Outsourcing Statistics For 2024 | MyOutDesk. link] Accessed 12/6/2024.

Customer Experience 195

Customer Experience Reference 2024 Download 195

InMoment XI

NOVEMBER 5, 2024

As a result, there is a good amount of user-generated data that can impact your brand reputation. It’s also important to focus on brand reputation management , as positive reviews improve your chances of appearing on Siri search results. It also supports brand consistency by ensuring uniform information across all regions.

2024 195

2024 2026 Connections 2012 195

eglobalis

JULY 31, 2024

These tools help in addressing customer issues promptly and maintaining a positive brand image, which is crucial for customer retention. Immersive Technologies: The use of VR/AR in customer experience is expected to grow, offering immersive and interactive experiences that differentiate brands in a competitive market.

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

InMoment XI

OCTOBER 30, 2024

Customers who feel valued are more inclined to renew policies and become loyal brand advocates. It gives insurance brands a leg-up on the competition. It boosts the insurer’s brand reputation. As a result, good customer experiences enhance an insurer’s brand reputation management efforts. Streamline workflows.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

OCTOBER 15, 2024

In some cases, companies use AI-generated reviews as a quick way to boost their brand’s star rating and review volume on platforms like Google, Yelp, and Facebook and fill in the gaps where customer feedback is sparse. FTC bans phony online reviews, seeks to deter AI-generated fakes. ( [link] ) Accessed 10/14/2024.

Insights 195

Insights 2024 Feedback Contact Center 195

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. Custom Branding and Logic Features : Users can customize surveys with logos, colors, and URLs. QuestionPro has been a go-to for many, but the competition is heating up.

2024 78

2024 Multi-Channel NPS Feedback 78

ShepHyken

NOVEMBER 3, 2024

Operationalize by Zeisler Consulting (Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise. Marketing is about the brand promise. My Comment: Here’s an interesting article about the link between CX and marketing.

Article 71

Article 2024 Customer Service Loyalty Programs 71

ShepHyken

JANUARY 7, 2025

We have crossed over into the new year, and 2024 is now a history lesson. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. 1 episode of 2024. Thanks for listening!)

2024 82

2024 Article 2025 Workshop 82

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. It enables you to boost your brand reputation. InMoment’s brand reputation management tools help track customer sentiment in real time and identify new areas for improvement.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. Loyal customers are also more likely to recommend the business to others.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

ShepHyken

OCTOBER 20, 2024

But for the right company or brand, this can work well. How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. My Comment: Let’s learn from some recognizable brands about how their relationship marketing.

Article 78

Article 2024 Customer Service 2025 78

InMoment XI

AUGUST 20, 2024

It involves managing the firm’s brand, and ensuring that the public, clients, and the media perceive the firm as a trustworthy and competent entity. Creating content that will be useful to prospective clients and current clients is a great way to increase your brand equity and overall reputation. link] Accessed 8/13/2024.

Management 369

Management Social Media 2024 Download 369

ShepHyken

NOVEMBER 11, 2024

11 Brand Strategies to Ensure Product and Service Quality Control by Fast Company Executive Board (Fast Company) Implement these expert tips to maintain customer satisfaction and grow your business at the same time. One of the Big Retail CX Trends of 2024?

2024 71

2024 Article Customer Service Magazine 71

InMoment XI

JUNE 5, 2024

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. For some context , The Forrester Wave Text Mining and Analytics, Q2 2024 report is a rigorous evaluation of the top text mining and analytics providers.

2024 195

2024 Social Media Innovation Document 195

InMoment XI

OCTOBER 17, 2024

With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation. For instance, a customer satisfaction survey presents a list of specific questions to customers to gauge their satisfaction levels with your brand. Accessed 10/10/2024.

Feedback 195

Feedback Insights Customers Banking 195

Experience Investigators by 360Connext

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content.

2024 178

2024 Banking Advertising ROI 178

InMoment XI

NOVEMBER 4, 2024

The FTC’s Updated Regulations on Reviews and Endorsements In August 2024, the FTC finalized new rules targeting fake reviews , deceptive endorsements, and manipulation of customer feedback. But for companies, the real damage can go beyond financial penalties—violations can severely erode customer trust and damage long-term brand reputation.

Social Media 195

Social Media 2024 Financial Consumers 195

ShepHyken

DECEMBER 1, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. I have added my comments about each article and would like to hear what you think too.

2024 78

2024 Article Customer Service 2025 78

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. Net Promoter Score (NPS) If a customer is loyal to your brand, they have likely had a positive experience with your call center, too. If the agent can process her request and send a replacement by the time the first call ends, Jane is likely to feel better about the brand.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Qualtrics Known for its experience management platform, Qualtrics enables businesses to collect and analyze customer, employee, product, and brand experience data. Accessed 11/13/2024.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

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. This erodes trust between the brand and the customer.

Automotive 474

Automotive Loyalty Return on Investment Transportation 474

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

2024 119

2024 Marketing Consumers Download 119

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. In 2024, this market is expected to be worth $5.71

Retail 144

Retail Social Media Technology Brands 144

ShepHyken

NOVEMBER 18, 2024

Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. Anytime I can learn from the leader of a brand that has a stellar reputation for its CX, I jump at the chance. The answer is simple. Good experience builds loyalty.”

Article 75

Article Customer Service 2024 2025 75

InMoment XI

NOVEMBER 1, 2024

For example, fake reviews can damage a brand’s credibility if customers suspect or uncover them. Our Reputation Management solution empowers brands to grow their positive review base, all while staying compliant with FTC guidelines to protect brand reputation and foster long-term trust. References Invesp. Wisernotify.

2025 221

2025 2024 Reference Consumers 221

BlueOcean

APRIL 16, 2024

Headquartered in Atlantic Canada, the company has been supporting brands that are leaders in their categories from education to insurance, from CPG to technology since 1994. The post Blue Ocean Wins 2024 Silver Stevie® Award for Contact Center Provider of the Year appeared first on Blue Ocean.

Contact Center 177

Contact Center 2024 Sports Customer Care 177

ShepHyken

OCTOBER 13, 2024

It’s a “structured initiative designed to enhance the interactions a customer has with a brand.” They create confidence in a decision to buy (or not to buy) a product or do business with a company or brand. In addition, the article shares five benefits of implementing a customer experience improvement program.

Article 71

Article 2025 Customer Service 2024 71

BirdEye

SEPTEMBER 20, 2024

Every location has its own problems, making it difficult to maintain a strong brand image and keep customers happy. At Birdeye View 2024 , Birdeye introduced several new generative AI products set to revolutionize business operations for local brands. Wu shared how local brands can leverage AI, particularly through partnerships.

2024 105

2024 Innovation Social Media Demo 105