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. However, Samsung’s influence extends far beyond consumer electronics.

E-support 507

E-support Innovation Customer Centricity Loyalty 507

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? Employee Training: Train employees to be brand ambassadors.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

OCTOBER 25, 2024

It allows you to see your overall brand health and current reputation standing. ReviewTrackers ) Reviews and ratings, with a share of 42%, are the most popular way customers interact with brands. As a result, customers are more likely to stay loyal to your brand and even advocate for it. It improves a restaurant’s brand image.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

OCTOBER 10, 2024

Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. To make sure your brand can benefit from the use of social media, you need to implement social media management. What is Social Media Management?

Social Media 195

Social Media Management 2024 Multi-Channel 195

InMoment XI

OCTOBER 29, 2024

In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Price-loyal customers love your brand because of your pricing. If you’re easy to find, contact, and buy from, they’ll become long-term consumers. What Is Customer Loyalty?

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. Life insurance customer experience : Life insurance customers need clear, simple communication about policy terms. They appreciate proactive communication on potential risks like weather hazards. It gives insurance brands a leg-up on the competition.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. 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.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

eglobalis

MARCH 13, 2025

Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences. Utilize Visual Dashboards : Create visual representations of CX metrics to effectively communicate progress and impact to leadership. At the same time, B2B customer expectations have risen.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

Optimove

JANUARY 2, 2025

How can you ensure your brand stands out in this competitive landscape? Part 2 of the 2025 Optimove Consumer Marketing Fatigue Report dives into strategies to strengthen retention, reduce churn, and foster deeper connections. The post Optimove Insights: 2025 Consumer Marketing Fatigue Part 2 appeared first on Optimove.

2025 76

2025 Consumers Insights Marketing 76

InMoment XI

MARCH 1, 2023

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. What Is Consumer Duty? What Are the Details of the New FCA Consumer Duty?

Financial 195

Financial Consumers Customer Centricity Communication 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. InMoment has been recognized as a leader in both AI and NLP.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

ShepHyken

NOVEMBER 11, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company integrate customer service into its branding strategy? What role does customer experience play in brand loyalty? What are the key elements of a logo or brand identity that influence customer experience?

Brands 66

Brands Customer Experience Connections Loyalty 66

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. billion per year due to avoidable consumer switching. consumers say customer experience at most companies needs Improvement. ( CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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

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

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

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. Proactively communicate with customers. Focus on customer experience, to improve cross-selling opportunities.

Banking 195

Banking Customer Experience Financial Touchpoint 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

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.

2024 195

2024 Hospitality Feedback Healthcare 195

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. However challenging it may be for retailers, developing a loyal customer base is essential to maintaining an active, healthy brand.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

CSM Magazine

NOVEMBER 17, 2024

consumers, plummeted in 2024 for an unprecedented third consecutive year, according to Forrester , to its lowest point since the firm launched its CX index in 2007. Here are two areas where a switch to cloud-based communications infrastructure can have an outsized positive impact on the quality of an organization’s CX: 1. Get it right.

Communication 59

Communication Contact Center 2007 2024 59

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment.

2023 111

2023 Consumers Brands Marketing 111

InMoment XI

MAY 3, 2022

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high.

Insurance 370

Insurance Return on Investment Voice of Customer ROI 370

Brandwatch CX

MARCH 27, 2025

Relationship marketing is a long-term strategy, and that might put some brands off. It extends content and communications beyond overly promotional messages, intruding into the consumer’s space with a hard sell. The way it does this is by providing the consumer with what they want. What is relationship marketing?

Customer Relationships 93

Customer Relationships Marketing Social Media Loyalty Programs 93

Maru Group

APRIL 3, 2025

In todays business climate, its more important than ever for brands to have a key understanding of how their customers think - and for businesses to truly understand whats driving their customers actions. To fully grasp how customers are interacting with brands, businesses must understand the emotional drivers behind their behaviours.

Consumers 52

Consumers 2025 Travel Financial 52

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 472

Automotive Loyalty Return on Investment Transportation 472

CSM Magazine

MARCH 12, 2025

In the world of fast-moving consumer Goods (FMCG), product recalls are an inevitable challenge that brands must confront. The key question is; what can brands do to be better prepared and mitigate the damage of a recall that is a case of when, rather than if? Peter Gillett, CEO of Marketpoint Recall, provides insight.

Loyalty 52

Loyalty Brands Social Media 2025 52

eglobalis

JULY 31, 2024

By automating these processes, businesses can maintain consistent and relevant communication, leading to higher conversion rates and improved customer satisfaction. By automating these processes with AI, businesses can maintain consistent and relevant communication, leading to higher conversion rates and improved customer satisfaction.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

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

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. Platforms like Slack, Microsoft Teams, or Asana allow for seamless communication, real-time collaboration, and visibility into projects across teams.

2020 443

2020 Customer Journey Mapping Culture Innovation 443

InMoment XI

AUGUST 22, 2024

Omnichannel Communication : Customers demand seamless transitions across communication channels, with 94.2% One in four customers cited poor follow-up and lack of communication as key frustrations, leading to higher churn rates. Ensure Accountability : In today’s landscape, consumer trust and accountability are key.

Consumers 150

Consumers Omnichannel Competitive Advantage Social Media 150

InMoment XI

OCTOBER 12, 2022

With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. That’s where a closed-loop system comes in! Looking to get started with or revive your approach?

Fashion 370

Fashion Communication Brands Financial 370

GetFeedback

JANUARY 19, 2020

The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. Notice that this sample map is for “Jane,” a consumer looking for a health plan. The most common way to listen is with surveys like those in the foregoing example.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

BlueOcean

FEBRUARY 25, 2019

There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. For Carol, empowering contact center agents depends upon three key factors: engagement, communication, and feedback. Communicating with Your Frontline Agents. It starts with transparency.

Customer Experience 290

Customer Experience Contact Center 2019 Customer Care 290

Experience Investigators by 360Connext

NOVEMBER 30, 2021

A Customer Persona — and especially a CX-focused one — can help paint an accurate picture of your customer and communicate that across your organization, empowering your employees and leading to better outcomes across the board. Define and consider the specific points of interaction between the customer persona and your brand.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

InMoment XI

OCTOBER 20, 2022

We heard from award-winning CX speakers from some of Europe’s biggest brands—TRUMPF, ASOS, Brakes, Primark, Solus, BD Medical, NatWest and Euro Car Parts, as well as thought-provoking keynotes from InMoment Global Leader, CMO Kristi Knight, and Stan Swinford, CEO and Founder of NPSx by Bain & Company.

Customer Experience 397

Customer Experience Culture Workshop Events 397

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. References ilawyermarketing.

Management 369

Management Social Media 2024 Download 369