InMoment XI

NOVEMBER 26, 2024

However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. This often stems from poor internal communication, outdated technology, or inefficient processes.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 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 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. There are also cases where customers use AI tools to help structure or finalize their own reviews.

Insights 195

Insights 2024 Feedback Contact Center 195

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

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. Automate the Process Managing multiple listings on Apple Maps can be difficult and time-consuming.

2024 195

2024 2026 Connections 2012 195

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. This ensures that consumers understand the potential bias in such reviews.

Social Media 195

Social Media 2024 Financial Consumers 195

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

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 434

Customer Experience Social Media 2024 B2B 434

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. Consumers now demand tailored experiences that align with their unique needs, values, and preferences.

2025 108

2025 Consumers Competitive Advantage 2024 108

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

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

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

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. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Consumer Trends Report. ( [link] ). Accessed 11/13/2024.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

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

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. 62% of consumers agree that personalized recommendations are better than general ones.

Banking 195

Banking Customer Experience Financial Touchpoint 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.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

NOVEMBER 1, 2024

Fake reviews are an escalating problem for both consumers and businesses. As consumers grow more aware of this issue, they’re becoming increasingly cautious about purchasing products or services. In fact, over 50% of consumers say they wouldn’t buy a product if they suspected the reviews were fake. With 57.5% References Invesp.

2025 221

2025 2024 Reference Consumers 221

Optimove

OCTOBER 14, 2024

By October, over half of consumers expect to feel overwhelmed by brand messaging, putting retailers at risk of losing attention. This number is expected to climb to 81% by December, putting retailers at risk of losing consumer engagement just as the holiday season peaks.

Consumers 59

Consumers E Commerce Marketing 2024 59

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

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

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 478

Automotive Loyalty Return on Investment Transportation 478

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

CSM Magazine

APRIL 10, 2025

LuLu Hypermarket has added another illustrious accolade to its name by earning a spot in the Top 10 Brands 2024 at the prestigious Service Hero Customer Satisfaction Index Awards. What sets it apart is its foundation on real customer feedback, ensuring that it reflects genuine consumer sentiment.

Brands 52

Brands 2010 2024 Retail 52

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

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

ShepHyken

OCTOBER 27, 2024

Bots in CX: A Love-Hate Relationship by Matt Vartabedian (No Jitter) Consumers dislike bots, businesses like them. My Comment: According to this article, consumers are in a “love-hate relationship” with bots. Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand.

Article 82

Article Customer Service Social Media 2024 82

InMoment XI

OCTOBER 8, 2024

A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand. Customers will become loyal to your brand after a varying number of positive experiences. Enhanced Brand Reputation When you improve customer experience, customers will trust you more.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

InMoment XI

MAY 2, 2024

Whether you are a local shop, regional staple, or nationwide brand, reputation management is one of the most important marketing strategies you need to master to ensure brand success. Almost all consumers, 95% to be exact, will read an online review before purchasing a product.

Retail 195

Retail Customer Retention Management 2024 195

InMoment XI

OCTOBER 3, 2024

Customer retention is important because the longer a customer stays with your brand, the higher their average purchase is. 79% of consumers say that loyalty programs caused them to purchase from an organization more frequently. Stay True to Your Brand Consistency is key to building trust and loyalty with your customers.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

InMoment XI

AUGUST 9, 2024

Think of your favorite clothing brand. Why is that brand your favorite? The way you feel about that brand is because of the customer experience you have every time you make a purchase. The customer experience you have with a brand will cause you to be a lifelong customer, or never shop there again.

Customer Experience 221

Customer Experience Net Promoter Score 2024 Customer Journey Mapping 221

InMoment XI

APRIL 25, 2024

Did you know that over half of financial services consumers say they have low trust in their provider? And, of those consumers, only 34% of them would recommend their brand to friends and family. Since finances are such a personal part of our lives, consumers in the industry are the most withholding of their trust.

Financial 195

Financial Management Banking Insurance 195

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. of midmarket consumer products businesses, according to new research from SAP Insights.

Article 62

Article Customer Service Loyalty Programs 2024 62

Optimove

AUGUST 20, 2024

Maximize Player Lifetime Value This NFL Season Unlock the full potential of your sportsbook with insights from the Optimove Insights 2024-2025 Consumer Report on NFL Wagering Intentions. The post Optimove Insights: 2024–2025 Consumer Report on NFL Wagering Intentions appeared first on Optimove.

2025 76

2025 2024 Consumers Insights 76

InMoment XI

JULY 25, 2024

Specifically, negative experiences can cause customers to churn, while positive experiences can restore customer satisfaction trust, and improve your brand equity. When customers feel recognized and valued, their loyalty to the brand strengthens. What Is a Contact Center Experience?

Contact Center 195

Contact Center 2024 E Commerce Social Media 195

CSM Magazine

MARCH 12, 2025

In the world of fast-moving consumer Goods (FMCG), product recalls are an inevitable challenge that brands must confront. Indeed, it was reported recently that in 2024, the United States experienced 3,232 product recalls across five key industries, marking the second-highest annual total in the past six years.

Loyalty 52

Loyalty Brands Social Media 2025 52

ChurnZero

DECEMBER 19, 2024

We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! 2024 Onboarding Hero: Ollie, a Next Glass company Ollie used ChurnZero journeys and plays to enhance their onboarding process for time-pressed customers. Here’s who they are, and how they did it.

2024 52

2024 Customer Success ROI Innovation 52

InMoment XI

OCTOBER 4, 2024

It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. CXM vs CRM: How They Differ?

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195