InMoment XI

MAY 14, 2022

In what ways do your favorite brands help create your personal brand? Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. So, Why Do Customers Choose Their Favorite Brands? A Few Examples from Best-In-Class Brands. Tiffany & Co.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

InMoment XI

OCTOBER 29, 2024

A loyal customer is a valuable asset to your business. 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. What Is Customer Loyalty? Price-loyal customers love your brand because of your pricing.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

ShepHyken

JANUARY 14, 2025

What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Hospitality 138

Hospitality Customer Experience Interaction Customer Expectations 138

InMoment XI

APRIL 3, 2024

And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. It sets the tone for the entire company/consumer relationship.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

OCTOBER 25, 2024

The score is calculated based on customer reviews, response rate, response time, and more. It allows you to see your overall brand health and current reputation standing. PYMNTS ) Reviews and ratings, with a share of 39%, are the biggest drivers of customer purchase and spending. It improves a restaurant’s brand image.

Feedback 195

Feedback Management Social Media 2024 195

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve. Samsung is renowned for its flexibility in integration.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

InMoment XI

OCTOBER 30, 2024

Insurance companies that can successfully provide seamless experiences will likely come out on top with a base of satisfied and loyal customers. There are various types of customer experiences in the insurance sector. They expect fast claims processing and personalized health management. It enhances operational efficiency.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. Why is Customer Experience Automation Important?

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

DECEMBER 10, 2024

It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. As a result, youll succeed in retaining and acquiring customers to increase your market share. What Is Customer Churn? Use surveys and social media monitoring to capture insights into customer experiences.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

GetFeedback

JUNE 11, 2019

Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Indeed, there are many brands with cult-like followings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review. But why isn’t this level of fandom a reality for every brand?

Loyalty 170

Loyalty Connections Consumers Loyalty Programs 170

Retently

OCTOBER 11, 2024

Table of contents Key Takeaways: What is Customer Support Quality Assurance? Medallia Agent Connect (former Stella Connect) 3. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. Loris AI 4.

Retail 134

Retail 2024 Customer Service Feedback 134

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. Why is Asking the Right Customer Feedback Questions Important? Here are a few questions for inspiration: 13.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

MAY 17, 2024

In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX) were discussed. The “third wave” of CX represents a paradigm shift in how businesses approach customer experience.

Loyalty 195

Loyalty Brands Net Promoter Score Omnichannel 195

InMoment XI

NOVEMBER 26, 2024

Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization. What is Customer Journey Mapping? Each is tailored to specific goals and stages of the customer experience.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

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

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. Customer retention statistics: More than 6 in 10 U.S. 42% of respondents have left a business due to poor customer service. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. How will my customers’ brand loyalty be affected by this transition?

Contact Center 156

Contact Center Culture 2025 Customer Service 156

Interactions

JANUARY 21, 2025

A modern approach to customer communications can help you transform crisis into connection, building customer trust and enhancing satisfaction. Heres how an Intelligent Virtual Agent (IVA) that blends technology with the human touch can deliver the personalized, caring support your customers crave when the next crisis hits.

Connections 62

Connections Poor Customer Service 2009 Virtual Agent 62

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. The problem, however, is those efforts are wasted if the new connections don’t stick. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Let’s dive in! What’s driving this growth? It’s a win-win for everyone!

Retail 145

Retail Social Media Technology Brands 145

GetFeedback

AUGUST 14, 2019

Once you rest on your laurels, you’ve lost because: Expectations change: What delights customers today may no longer delight them tomorrow. Preferences for how they interact with your brand today will certainly shift in the future. Always keep tabs of changing customer needs. Map the customer journey.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

GetFeedback

JANUARY 28, 2020

Customers have multiple options at their disposal. Besides, the competition for customers is fierce these days than ever. The good thing about social media is that it allows you to build strong connections with your customers. Note that your best customers will buy products and come back again to buy some more.

Social Media 322

Social Media Customer Retention Customers Article 322

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. A single negative experience with one of your agents can be enough to drive a customer to your competitor. Despite the availability of digital channels, many customers pick up the phone to complain or seek support. Perhaps they don’t have easy access to customer data.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

Experience Investigators by 360Connext

OCTOBER 5, 2021

Anyone – yes, anyone – can be a customer experience change agent in their organization. It sometimes means starting small, but if you can find ways to connect with a few other change agents across the organization, that’s when things can build momentum. 4 Ways to be a CX Change Agent at Your Organization.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

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). . 1: Leveraging Customer Feedback in Operations.

Feedback 369

Feedback Culture Customers Customer Experience 369

ShepHyken

DECEMBER 29, 2024

Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee. Brands that deliver outstanding CX grow faster than their rivals because expectation-exceeding experiences make a lasting impression. Connect with Shep on LinkedIn.

Article 75

Article 2025 Customer Service 2024 75

Experience Investigators by 360Connext

JANUARY 19, 2015

We expect ALL companies to be responsive when we go to them via social media. Studies from Ambassador and Social Bakers reveal how mismatched our expectations are with reality. Consider what customers expect: 71% of online customers expect to receive assistance within 5 minutes of reaching out to a company.

Social Media 278

Social Media Customer Service Call Center Consulting 278

Experience Investigators by 360Connext

FEBRUARY 18, 2025

There are several ways we can actually improve profitability with an intentional customer experience strategy. CX and Profitability: The Connection You Can’t Ignore A strong customer experience strategy ties the right measurements, efforts, and outcomes with business success. Lets flip the script!

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143

InMoment XI

NOVEMBER 18, 2021

The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them. Today’s discussion covers three factors brands should be aware of as they consider supply chain issues within the context of customer experience (CX). How Your Brand Can Respond.

Customer Experience 362

Customer Experience Document Brands Customers 362

ShepHyken

DECEMBER 9, 2024

My Comment: We kick off this weeks Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. Can Your Customer Service Make a Sale? Connect with Shep on LinkedIn. Thats a lot of returns!

2024 75

2024 Article 2025 Customer Service 75

ShepHyken

MARCH 31, 2025

It’s about being knowledgeable, reliable, and meeting customer expectations. Make it easy for customers to navigate and interact with your brand, whether online or in person. Customers have high expectations, not just from your direct competitors, but from every interaction they have with any brand.

Customer Relationships 71

Customer Relationships Customer Satisfaction Customers Customer Expectations 71

Experience Investigators by 360Connext

AUGUST 11, 2020

60% of long-term customers use emotional language to describe their connection to favorite brands , as reported by Deloitte Digital. Emotional connections are built on trust. Customers expect the same types of behaviors to trust the brands they know. Related: Customers Want Personalized Experiences.

Brands 271

Brands Touchpoint Customers Healthcare 271

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. Too many companies focus on customer touchpoints.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

GetFeedback

SEPTEMBER 18, 2019

The article states that customer delight (in other words, exceeding expectations) won’t bring customers back to your brand. Rather, customer loyalty depends on how easy you make it for your customers to do business with you. 2: Customer satisfaction doesn’t predict loyalty as well as brands believe.

Loyalty 257

Loyalty Touchpoint Books Article 257