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. Must-know customer service statistics of 2024. ( [link] ). Accessed 10/8/2024. Hanover Research.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Her next book, Say What They Can’t Unhear: The 9 Principles of Lasting Change is available in bookstores everywhere in October 2024. She published her first book, Find Your Red Thread: Make Your Big Ideas Irresistible , in 2021.

2024 143

2024 Banking Books Customer Centricity 143

InMoment XI

NOVEMBER 21, 2024

Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead. Get more details about the future of Voice of the Customer analysis and other key insights in our 2025 Consumer Trends Report. Must-know customer service statistics of 2024 ( [link] ).

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

OCTOBER 15, 2024

In its August 14, 2024 ruling, the Federal Trade Commission classifies these reviews as fake or misleading and warns businesses against using them to deceive consumers. Customer AI-generated reviews : Consumers may use AI tools to quickly draft their reviews in order to save time and ensure their feedback is well-structured.

Insights 195

Insights 2024 Feedback Contact Center 195

InMoment XI

OCTOBER 14, 2024

Creating these types of questions can be time-consuming, which is where you can leverage the power of AI. Accessed 10/07/2024. Accessed 10/07/2024. Accessed 10/07/2024. Accessed 10/07/2024. Accessed 10/07/2024. Therefore, focus on asking short and direct questions with a clear intent behind them.

2024 195

2024 Hospitality Feedback Healthcare 195

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. If you prefer to listen rather than read: Marketing Deep Dives by Denyse Top 2025 Consumer Trends For CPG 1.

2025 108

2025 Consumers Competitive Advantage 2024 108

InMoment XI

NOVEMBER 5, 2024

Automate the Process Managing multiple listings on Apple Maps can be difficult and time-consuming. Accessed 10/31/2024. Accessed 10/31/2024. Accessed 10/31/2024. Encouraging satisfied customers to leave reviews results in more foot traffic and queries. References Local SEO Guide. Cult of Mac.

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

ShepHyken

NOVEMBER 3, 2024

Most consumers like human customer service by Retail Customer Experience (Retail Customer Experience) Three-quarters of consumers, 75%, prefer talking to a human when it comes to customer service, according to a Five9 study on how consumers perceive AI and evolving customer experience. You can read the press release here.

Article 70

Article 2024 Customer Service Loyalty Programs 70

eglobalis

JULY 31, 2024

Sustainable and Ethical MarTech: As consumers become more conscious of ethical practices and sustainability, MarTech solutions that emphasize transparency, data privacy, and sustainable practices will gain prominence. These technologies will enhance accessibility and provide a more natural and convenient customer interaction.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

ShepHyken

OCTOBER 20, 2024

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. The fourth annual report draws on insights from nearly 24,000 consumers in 23 countries around the world. That is the epitome of successful relationship marketing.

Article 77

Article 2024 Customer Service 2025 77

InMoment XI

OCTOBER 30, 2024

McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication. Accessed 10/17/2024. Accessed 10/17/2024. Accessed 10/17/2024. CONSUMER AND CARRIER CX INSIGHTS: What Drives 1-Star and 5-Star Customer Satisfaction Scores in Claims ( [link] ).

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

AUGUST 20, 2024

The Importance of Online Reputation for Lawyers One of the main reasons that a good online reputation for lawyers is important is because 90% of consumers look at reviews before contacting a lawyer or law firm. What digital sources do consumers use to conduct research on law firms in 2024? link] Accessed 8/13/2024.

Management 369

Management Social Media 2024 Download 369

InMoment XI

NOVEMBER 13, 2024

Regular testing and refinement are time-consuming but crucial for improving model accuracy. 65 Customer Retention Statistics You Need to Know in 2024 ( [link] ). Accessed 11/07/2024. Accessed 11/07/2024. Without proper testing and validation, a model is likely to produce inaccurate predictions. References Semrush.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

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

InMoment XI

DECEMBER 17, 2024

Look for Someone Who Understands the Customer Whoever you choose as your customer experience manager should have a strong understanding of the modern consumer and the experiences they are looking to have. link] Accessed 12/17/2024. link] Accessed 12/17/2024. References McKinsey & Company.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

JANUARY 9, 2024

Offer More Personalized Experiences In a world where consumers are bombarded by hundreds or even thousands of marketing and sales messages every day, personalization holds the key to standing out and cutting through the noise. Access 1/3/2024. Access 1/3/2024. Access 1/3/2024. Access 1/3/2024. TrustRadius.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

NOVEMBER 14, 2024

Brand24 Brand24’s tools measure brand awareness and reach, tracking conversations from 25 million online sources to provide insights into consumer sentiment. YouScan YouScan is a social listening tool that leverages AI-powered image recognition to offer visual insights into consumer profiles. Accessed 11/06/2024.

Social Media 195

Social Media Multi-Channel Metrics 2024 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% In the U.S.,

2025 221

2025 2024 Reference Consumers 221

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

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 77

2024 Article Customer Service 2025 77

InMoment XI

DECEMBER 18, 2024

Key features to look for include: Text and Speech Analytics Understanding customer sentiment is essential, but doing so manually is time-consuming. 39 Call Centre Statistics You Need to Know in 2024 ( [link] ). Accessed on 12/18/2024. It leverages AI, automation workflows, and customer data to optimize contact centers.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

OCTOBER 23, 2024

62% of consumers agree that personalized recommendations are better than general ones. Accessed 10/14/2024. 35 customer experience statistics to know for 2024 ( [link] ). Accessed 10/16/2024. The insights provided opportunities for enhancing customer retention and satisfaction. References McKinsey & Company.

Banking 195

Banking Customer Experience Financial Touchpoint 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. 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

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

InMoment XI

OCTOBER 17, 2024

While open-text questions provide rich data, analyzing them can be time-consuming. Finding the best way to present a questionnaire that’s both user-friendly and efficient can also be time-consuming. Accessed 10/10/2024. Accessed 10/10/2024. References Zippia. Customer Service Excellence 2023 ( [link] ).

Feedback 195

Feedback Insights Customers Banking 195

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. Sounds like a great strategy for all types of customers.

Article 80

Article Customer Service Social Media 2024 80

ShepHyken

OCTOBER 13, 2024

The CX Trends to Watch in 2025 by Melanie Mingas (CX Network) From data utilization to consumer tech and the role of CX in business, there are big changes on the way for CX in 2025 My Comment: It’s hard to believe we’re less than three months away from 2025. Here’s the first list of CX trends I’ve seen.

Article 70

Article 2025 Customer Service 2024 70

InMoment XI

OCTOBER 8, 2024

Improving customer experience will also result in increased brand equity , which is a key determining factor in what organizations consumers choose to give their business to. Personalize Interactions The majority of today’s consumers expect personalized interactions. And 88% of customers who trust a brand will become repeat customers.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

InMoment XI

OCTOBER 3, 2024

79% of consumers say that loyalty programs caused them to purchase from an organization more frequently. Personalize Customer Experiences Did you know that 71% of consumers expect a personalized customer experience? Furthermore, 78% of consumers are likely to repurchase from an organization that personalizes their customer experience.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

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

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

Retently

NOVEMBER 13, 2024

In 2024, this market is expected to be worth $5.71 trillion in 2024 , marking an 8.4% Why it Matters: According to McKinsey , 71% of consumers expect personalized experiences , and 76% feel frustrated when brands don’t deliver. According to a survey by PwC, 51% of consumers rank it as a top factor in their purchasing decisions.

Retail 144

Retail Social Media Technology Brands 144

InMoment XI

MAY 2, 2024

Almost all consumers, 95% to be exact, will read an online review before purchasing a product. Almost 70% of consumers trust the opinions of other consumers more than paid advertisements. As a matter of fact, 77% of consumers are willing to leave a review if asked to do so. Accessed 3/29/2024. Accessed 3/29/2024.

Retail 195

Retail Customer Retention Management 2024 195

InMoment XI

AUGUST 9, 2024

Did you know that 86% of consumers are willing to pay more for a product or service if they have a great customer experience? The customer experience represents the relationship that consumers have with your organization. Going through this customer feedback manually was time-consuming, and caused important feedback to be missed.

Customer Experience 221

Customer Experience 2024 Net Promoter Score 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