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

SEPTEMBER 14, 2023

This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 195

Brands Management Social Media Feedback 195

CX Accelerator

DECEMBER 22, 2022

I'm thrilled to announce our brand new team of Executive Advisors for CX Accelerator! Back To CX Accelerator Blog. So how are we going to do this bigger and better in 2023? By extending leadership to several of the most talented and helpful people in the world of CX. Chief Engagement Advisor: Jeremy Watkin.

Brands 36

Brands 2023 Leadership Events 36

SurveySensum

NOVEMBER 1, 2024

Loyalty is a brand.” — Shep Hyken. Brands that excel in cultivating loyalty experience 2.5X Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. What is Brand Loyalty? Why Brand Loyalty Matters?

Loyalty 52

Loyalty Customer Relationships Brands Sales 52

BirdEye

MARCH 27, 2025

Your Instagram username is more than just a handleits your brands digital first impression. Yet many businesses overlook this step and choose usernames that are hard to remember, unsearchable on social media platforms, or dont align with their brand identity. Looking for Instagram username ideas?

Brands 52

Brands Social Media Automotive Healthcare 52

eglobalis

MARCH 13, 2025

Highlight Risk Mitigation : Discuss how a robust CX strategy can mitigate risks, such as customer churn and negative brand perception. And read more article on my blog here: [link] The post Winning Leadership Support for Your CX Program: How to Align and Drive Buy-In appeared first on Eglobalis.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

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. What is Customer Journey Mapping?

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

DECEMBER 7, 2022

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Their choice to support a brand is more than just rational decision-making; it’s about emotions, too. Question #1: What Are “Moments That Matter?”.

Customer Experience 370

Customer Experience Call Center Touchpoint Measurement 370

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Ideally, you want every employee to be not just a brand champion, but an advocate for the value provided by the organization.

Customer Experience 397

Customer Experience Loyalty Advertising Leadership 397

BlueOcean

APRIL 1, 2025

Brand Voice Consistency Beyond giving correct answers, your AI must speak in your brand’s authentic voice. We may want to define certain key phrases that are very brand-specific when discussing particular topics. We may want to define certain key phrases that are very brand-specific when discussing particular topics.

Customers 156

Customers Effort Score Airlines Customer Journey 156

BirdEye

FEBRUARY 4, 2025

But here’s the catch: Reputation management isnt just about tracking online reviewsits about taking control of your brands online reputation across digital channels. Bottom line up front Your brand's online reputation is a business asset. Bottom line up front Your brand's online reputation is a business asset.

Brands 52

Brands Management Multi-Channel Social Media 52

GetFeedback

APRIL 18, 2019

According to Great America , 70% of buying experiences revolve around the customer’s feelings and journey from a casual onlooker to a brand promoter. After all, your customers can comment on your products, brand image and marketing efforts better than any internal staff member. Greater brand authority. Use a personalized tone.

Customer Experience 274

Customer Experience Omnichannel Customer Centricity Feedback 274

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

GetFeedback

JUNE 22, 2019

73% of customers want brands to make the shopping experience more personal. Your NPS survey question should be written in character with your brand. Remember that 75% of customers want a consistent experience with your brand — regardless of the channel they use to contact you. And there are some very good reasons for doing this.

NPS 304

NPS Net Promoter Score Feedback Brands 304

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . How Five Different Departments Can Leverage Customer Feedback in Food Services Brands.

Feedback 369

Feedback Culture Customers Customer Experience 369

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. 32% of all customers would stop doing business with a brand they loved after one bad experience. ( American Express ). Temkin Group ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

GetFeedback

FEBRUARY 15, 2019

A customer who has a positive experience with a company is more likely to remain loyal to that brand, even going as far as to advocate for it online or offline. In her free time, you’ll find her writing for her blog. The post Building a Successful Customer Experience Strategy appeared first on GetFeedback Blog. Not exactly.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

GetFeedback

APRIL 22, 2019

Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. CSAT surveys measure customer satisfaction using a single question: “How would you rate your experience with [placeholder of brand name]?”. appeared first on GetFeedback Blog.

Customer Satisfaction 323

Customer Satisfaction Net Promoter Score NPS Effort Score 323

Totango

FEBRUARY 12, 2025

Unifying under the Totango company name and brand gave us a framework to support our multi-product platform strategy. Our brand strategy was designed to showcase a sophisticated product suite and customer-led growth methodology for enterprise buyers. Whats brand new? Value is success is revenue.

Brands 62

Brands 2024 Customer Success 2025 62

InMoment XI

OCTOBER 7, 2021

In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. customer likelihood to recommend the brand, customer relationship satisfaction with the brand, or customer retention/repurchase behavior. Some measures (e.g.,

White Paper 370

White Paper Measurement Customer Retention Contact Center 370

GetFeedback

JUNE 12, 2019

The short answer: Customer experience (CX) is a term used to define all interactions that a customer has with your brand. I want to emphasize that the term customer experience encompasses all interactions, across all touchpoints of a customer’s journey and relationship with your brand. Let’s get started.

User Experience 329

User Experience Customer Experience Reference Interaction 329

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. How many times have you commented on a social media post from a brand only to never receive a response? They can help you pay attention to any mention of your brand, even if it doesn’t directly mention your social media handles. Back To CX Accelerator Blog

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

InMoment XI

AUGUST 15, 2022

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. Brands that focus only on one aspect of the experience are missing a huge opportunity. End-to-End.

Retail 397

Retail Customer Experience E Commerce Airlines 397

GetFeedback

JANUARY 28, 2020

Don’t fret because, in this article, you will be able to understand how brands are using social media to connect and retain customers. Implementing proper customer retention strategies can help you build solid relationships with customers who can also become your brand ambassadors. So let’s get started. What is customer retention?

Social Media 322

Social Media Customer Retention Customers Article 322

Calabrio

MARCH 10, 2025

Analytics How Retail Brands Can Leverage Intelligence Reduce Product Returns & Combat Serial Returners Share For retail brands, returns are anything but a small issue. For brands, the ripple effects include increased return processing costs, disrupted inventory management, and potential damage to customer relationships.

Retail 40

Retail Brands Contact Center Apparel 40

InMoment XI

NOVEMBER 16, 2021

In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you. If you fear response bias, you should do a response bias study, but that’s a topic for another blog post. Your CX survey represents your brand.

Automotive 370

Automotive Hotels Social Media Events 370

GetFeedback

AUGUST 14, 2019

Preferences for how they interact with your brand today will certainly shift in the future. Are they properly trained on the experience your customers expect from your brand, regardless of who delivers it? Take a look at vendors, franchisees, licensees, and other partners who impact satisfaction with your brand.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Management 115

Management Customer Experience Roadmap NPS 115

Alida

NOVEMBER 23, 2021

Nowadays, more and more people are capturing and sharing their everyday lives through a combination of pictures, short videos, and even full-length vlogs (video blogs). As a source of insight on how people consume brands and products, and the way they build their lifestyles, videos are invaluable for researchers.

Blog 246

Blog Brands Consumers Insights 246

GetFeedback

MAY 9, 2019

Think about the last time you had a great experience with a brand. Now think about the last time you had a really bad experience with a brand. . We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. That’s because a bad customer experience interrupts our day.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

CX Accelerator

MAY 25, 2022

While not every support team has an email address, nor am I saying it is a requirement for every company depending on your customer needs, I have been tasked with creating the support email address in my job for a new brand. In 2012, she co-founded the blog, CustomerServiceLife.com. Back to CX Accelerator Blog

2005 316

2005 2012 Social Media Contact Center 316

BirdEye

MARCH 6, 2025

By focusing on local listings, engaging with customers, and maintaining a consistent brand presence. If your brand also feels invisible, keep reading. Well show you why a strong online presence matters, how to build brand awareness, and simple steps to climb higher in search results. The payoff?

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

GetFeedback

NOVEMBER 7, 2019

It’s been stated that customer experience is the new brand, but what about the visual customer experience? A 100%+ jump in three years should be enough for any brand to sit up and take notice. So, how can brands provide the impossible? The post 5 Ways to Win in the Visual Economy appeared first on GetFeedback Blog.

Social Media 249

Social Media Competitive Advantage 2016 2018 249

InMoment XI

OCTOBER 17, 2023

We understand it may seem intimidating, but over our 19 years of experience helping the world’s most popular brands ace their customer experience, we’ve learned a few things about how to systematically and strategically review your CX program, and pinpoint the actions you need to take for success. Still Unsure of How to Get Started?

Customer Experience 370

Customer Experience Net Promoter Score ROI Customers 370

GetFeedback

MAY 5, 2019

You want to treat yourself by buying the latest model of a super popular brand. And allowing your business to not address customers’ after-sale needs, you’re ruining the future of your brand. To make sure your first-time buyers will remain loyal to your brand, you should think beyond just selling a product.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

GetFeedback

JULY 19, 2019

Some are calling CX the new marketing, others are calling it the new brand. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. If you’ve ever written something—a book, a presentation, even a blog post—think of VoC data the way you would think of the writing process.

ROI 309

ROI Touchpoint Hotels Customer Journey 309