InMoment XI

APRIL 3, 2025

The Rise of the Experience Economy Brands are recognizing that the quality of experiences significantly influences customer choices, so making experience-led engagement a crucial differentiator is a priority. But how exactly are businesses making this transition? Surveys alone no longer suffice.

Culture 195

Culture Social Media Government Loyalty 195

eglobalis

DECEMBER 11, 2024

Through A/B testing and other experimental methods, businesses can assess different design elements’ impact on user engagement and satisfaction. Employee Training and Engagement Employee interactions are pivotal to customer experience. High engagement levels indicate that customers find the changes valuable and engaging.

Insights 363

Insights Customer Journey Mapping Omnichannel Effort Score 363

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Key takeaway: Thoughtful AI integration, with human oversight, augments customer connections rather than replacing them. Brands must foster inclusion through thoughtful CX strategies.

2024 195

2024 2025 Download Roadmap 195

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand. Customer stories and their emotional journeys are especially powerful for connecting with leaders on a human level.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

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. Positive experiences compel customers to engage with you again. They also require less marketing effort to keep them engaged compared to new customers. What Is Customer Loyalty?

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. Gen Z’s first exposure to your brand is likely via social media, and more specifically, through social media influencers. Revolutionary even.

Employee Experience 397

Employee Experience Brands Social Media Customer Experience 397

eglobalis

FEBRUARY 3, 2025

Example: A manufacturing company using Salesforce Einstein saw a 25% increase in customer engagement by delivering personalized product recommendations based on past purchases and browsing behaviour. For example, a financial services client of Salesforce increased customer engagement by 25% by optimizing its journey maps using AI insights.

B2B 391

B2B Customer Experience 2014 Customer Satisfaction 391

eglobalis

JANUARY 13, 2025

Elevating Cross-Channel Customer Engagement Seamless integration across communication channels is critical for consistent customer experiences. A European luxury brand used AI-driven personalization to recommend complementary products during online shopping experiences, increasing average order values by 22%.

Marketing 417

Marketing E-support E Commerce Social Media 417

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? These tools are essential for understanding how your customers are talking about your brand.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

NOVEMBER 7, 2024

Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. You want to ensure that interactions, whether from emails, SMS messages, chatbots, live support, or any other channel, are connected and tested before the user encounters them.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

DECEMBER 5, 2024

Community ties strengthen as reputation management efforts reinforce positive perceptions and member engagement. Competitive edge over financial institutions as a result of consistently high member satisfaction leading to positive brand image. You can even identify and use viral trends to better connect with such members.

Management 195

Management 2024 Financial Social Media 195

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. It enables you to pinpoint specific user profiles for re-engagement. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

MARCH 23, 2022

What follows is a quick illustration (and examination) of the sequence of events that precipitated The Great Resignation, as well as what brands like yours might be able to do about it if you find that many of your employees are headed for the exit. The Great Resignation’s Deep Roots. ” A More Progressive Employee Experience Concept.

Brands 370

Brands Document Employee Experience Events 370

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. Therefore, tracking CLV helps you identify high-value customers so that you can focus on engaging them. These surveys work by engaging customers and responding to them in real-time.

Feedback 195

Feedback Net Promoter Score Social Media NPS 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. Apple: Apple’s brand loyalty is legendary.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

InMoment XI

NOVEMBER 5, 2024

The mapping platform has been growing in popularity amongst businesses ever since the launch of Apple Business Connect. Apple eventually followed suit by launching Apple Business Connect last year. The free tool allows businesses to manage their profiles and connect with customers directly on Apple Maps.

2024 195

2024 2026 Connections 2012 195

ShepHyken

JANUARY 14, 2025

A compelling brand story can help build a strong and emotional connection with customers. It helps maintain a consistent brand image and lets the customers know what to look forward to. Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences.

Hospitality 138

Hospitality Customer Experience Interaction Customer Expectations 138

eglobalis

OCTOBER 14, 2024

For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. This individualized approach helps learners engage more deeply and apply what they’ve learned to real-world problems.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

Retently

OCTOBER 11, 2024

Medallia Agent Connect (former Stella Connect) 3. With real-time monitoring and automated quality checks, these tools help brands quickly spot and fix issues, enhancing overall customer support. With Retently, brands can stay ahead of client expectations and drive meaningful improvements to their customer service operations.

Retail 134

Retail 2024 Customer Service Feedback 134

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

eglobalis

JANUARY 28, 2025

Apart from meeting those mentioned, we also had the opportunity to connect with many leaders, authors, entrepreneurs, and investors, which made the event especially enjoyable. Mindshift by Brian Solis , I had personally brought from Germany for Brian to signmaking this day extra special since I have read almost all his books since Engage.

Books 195

Books Customer Centricity Events 2019 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

InMoment XI

APRIL 18, 2022

With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? Employee Engagement: Does the Defense’s Case Still Hold Water? Employee Engagement: Does the Defense’s Case Still Hold Water? Check out these must read articles below!

Article 418

Article Employee Experience Culture Connections 418

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Smart brands use social listening tools to monitor these platforms continuously, detecting spikes in positive or negative sentiment and responding on the fly.

Banking 326

Banking NPS B2B Social Media 326

Retently

NOVEMBER 13, 2024

A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). Today’s shoppers aren’t just looking for products; they’re looking for experiences. Let’s dive in!

Retail 144

Retail Social Media Technology Brands 144

eglobalis

MARCH 13, 2025

Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives. Emphasize Employee Engagement : Highlight how improved CX can lead to higher employee satisfaction and productivity, creating a positive feedback loop.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Supporters of employee satisfaction and engagement programs, research and training techniques, with their focus on retention, productivity, and fit or alignment with business objectives, have made some broad, bold, and often unchallenged, assertions with respect to how these states impact customer behavior.

B2C 397

B2C Employee Experience Culture B2B 397

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. This includes proactive efforts like on-boarding, training, and engagement to drive adoption, loyalty, and renewals.

Metrics 429

Metrics Customer Success 2024 2023 429

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. With these tools, businesses can connect proactively, better understand customer needs, and nurture meaningful relationships that last.

Interaction 52

Interaction Engagement E Commerce E-support 52

InMoment XI

FEBRUARY 2, 2024

Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research. It helps the world’s top brands and enterprise organizations manage their social media efforts in one place.

Social Media 221

Social Media Brands Management 2008 221

C3Centricity

NOVEMBER 26, 2024

Many brands today claim to be consumer-first or consumer-led. Why Radical Consumer Centricity Matters As consumers become more informed, connected, and demanding, consumer-first approaches that lack depth lose their appeal. Monzo doesn’t just listen to customer feedback; it actively engages users in co-creating the bank’s services.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

eglobalis

JULY 31, 2024

These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences. By delivering customized content experiences, businesses can enhance engagement, drive more meaningful interactions, and increase customer satisfaction.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

AUGUST 8, 2023

Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results. In the following sections, I will delve into strategies that not only increase your response rate but also invigorate program engagement and yield more representative results.

Net Promoter Score 435

Net Promoter Score Customer Service Representative Feedback Touchpoint 435

BlueOcean

APRIL 1, 2025

You’re no longer creating an engaging toolyou’re creating a total dissatisfier. 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.

Customers 156

Customers Effort Score Airlines Customer Journey 156

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

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. When customers are satisfied and engaged, they are more likely to make repeat purchases, upgrade services, enter into partnerships with your company, and explore additional offerings over time. Great customer experiences improve brand reputation.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413