Experience Investigators by 360Connext

OCTOBER 5, 2021

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. Storyboards and storytelling can be very helpful if you have an opportunity to present findings. . Ask leaders to present their ideas. But it’s not the only way.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. After presenting on this topic for groups like WOMMA (Word of Mouth Marketing Association) and OMI (Online Marketing Institute) as well as a popular topic at conferences and corporate events, we decided to present to you, our community!

Customer Care 299

Customer Care Social Media Marketing Webinar 299

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

eglobalis

DECEMBER 17, 2024

Moreover, dynamic content personalization allows brands to customize marketing campaigns, emails, and product recommendations, ensuring that every touchpoint aligns with the individuals journey. By connecting customer service, performance management, and workforce optimization, AI-infused workflows deliver seamless experiences.

2025 276

2025 Net Promoter Score B2B Multi-Channel 276

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

Beyond Philosophy

FEBRUARY 15, 2024

The first practical step is understanding the emotion the present experience evokes before changing anything. Of course, learning about how your present experience evokes emotions doesn’t have to rely on technology. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Click here.

Connections 88

Connections Loyalty Brands 2005 88

Experience Investigators by 360Connext

AUGUST 3, 2021

They are communicating directly with customers and presenting to leaders. Emphasize how their work is connected to the customer and is critical to the organization’s success. Social listening is an industry buzzword, but it describes a very simple concept: monitoring social media and the web as a whole for mentions of your brand.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

InMoment XI

FEBRUARY 24, 2022

To help your brand along, here are three essential tips to close the gap between the C-Suite and CX teams. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? When you’re presenting a business case, the goal shouldn’t be complexity. Tip #1: Break Down Metrics.

ROI 370

ROI Metrics Presentation Webinar 370

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. Set your location.

2024 195

2024 2026 Connections 2012 195

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. Customers must trust brands/companies. …Reassurance is key.

Brands 271

Brands Touchpoint Customers Healthcare 271

Experience Investigators by 360Connext

APRIL 16, 2015

But many brands aren’t keeping up, leaving the door wide open for competitors to reap the rewards of meeting these demands. If you like the picture presented, you swipe one way, and if you don’t like the picture, you swipe another. So why aren’t more brands, retailers and services offering this type of experience?

Customer Expectations 282

Customer Expectations Retail User Experience Social Media 282

InMoment XI

AUGUST 31, 2023

Here are five reasons why you should save your spot today: Reason #1: Embrace ‘Integrated CX’ for Your Brand Ever heard of integrated CX? Joining us on stage, we have CX Leaders from a variety of brands including, Metro Bank, Foot Locker, Quilter, Vue Cinema and MediaMarktSaturn to name a few!

2023 195

2023 Workshop 2024 Events 195

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

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. These tools help in addressing customer issues promptly and maintaining a positive brand image, which is crucial for customer retention.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

Retently

AUGUST 15, 2024

Key Takeaways CSAT surveys focus on a customer’s immediate feelings about a specific interaction (such as, after a ticket is resolved) or experience with your brand (like, how smoothly a delivery was handled). As a matter of fact, there are about twice as many CSAT tools than NPS available, particularly for brands. Let’s get started!

Retail 109

Retail 2024 Brands Feedback 109

Alida

OCTOBER 4, 2016

In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. Gratitude requires brands to show appreciation for community members. Engagement, not entertainment.

Engagement 250

Engagement Entertainment Insights 2016 250

InMoment XI

NOVEMBER 28, 2023

Recognizing this, top brands and businesses are integrating review management into their marketing strategies. Not only does review management help safeguard and enhance a company’s brand reputation; but it can also improve search engine visibility and cultivate brand trust among existing and potential customers.

Management 259

Management Marketing Social Media Feedback 259

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. This is where some business acumen can help.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

BirdEye

DECEMBER 26, 2023

But this can change if your business actively measures brand salience and takes steps to improve it. This blog post is the ultimate guide on brand salience and helps you grow your brand by measuring this important metric. Table of contents What is brand salience? Table of contents What is brand salience?

Brands 105

Brands Social Media Competitive Advantage Measurement 105

InMoment XI

JANUARY 20, 2024

What’s more, they expect a brand to keep pace as their needs and preferences evolve over time. Descriptive Insights : These insights paint a picture of how a customer has engaged with a brand in the past. They’re engaging with brands via mobile browser, apps, messaging channels, and social media – just to mention a few.

Retail 195

Retail Customer Experience Social Media Magazine 195

BlueOcean

JANUARY 22, 2019

Consumers Expect Brands to Know Their Personal Preferences. On every website they visit and in every email they open, they’re presented with messages that seem perfectly tailored just for them. Consumers Want Brands to Use Their Power for Good and Not Just Profit. Also read this: Customer Journey Mapping in the Contact Center.

2019 204

2019 Consumers Customer Experience Contact Center 204

InMoment XI

MARCH 6, 2024

In the spirit of helping teams adopt an integrated CX approach, we gathered some of the best quotes on customer experience: what it means, how rewarding it can be for brands, what it involves, and how to plan strategically. Make a customer, not a sale.” It’s also about the way you treat your customers.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Experience Investigators by 360Connext

JANUARY 18, 2022

Help everyone in the organization connect how their role contributes to the customer experience. These should fit into the bigger themes and still be seen as connected to the CX training, not just generic “service training.”. One approach to take is tackling a small part of customer experience each month.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

BirdEye

MAY 15, 2023

Are you looking to build a successful brand? If so, then developing a strong brand strategy is essential. A well-crafted brand strategy can help your business stand out from the competition, allowing it to reach its full potential. Table of contents What is brand strategy?

Brands 98

Brands Social Media Communication Consumers 98

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 195

Net Promoter Score Retail NPS Government 195

GetFeedback

NOVEMBER 30, 2018

When replying to any question or inquiry, be conscious of how you are presenting your responses. If the opportunity presents itself, repeat their issue back to them to confirm you understand fully. If applicable, try to connect them to their customer success manager (CSM) to further assist them. Be mindful of your writing style.

Customer Service 236

Customer Service Customers Presentation 2018 236

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Discover which level you are on and how you can move up.

2024 64

2024 Connections Download 2025 64

Experience Investigators by 360Connext

DECEMBER 15, 2023

Show how your customers benefit from the promise of your brand, and how that shows up in their journey. Connect the employee experience to the customer experience in big ways. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. What customer experience success looks like at (BRAND). What incentives and rewards could be connected to CX outcomes. And again….

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. A staggering 94% of consumers avoid a business due to negative reviews.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. A staggering 94% of consumers avoid a business due to negative reviews.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

AUGUST 19, 2024

Proving the ROI of customer experience (CX) is challenging for several reasons: Intangible Benefits: Many benefits of a positive customer experience, such as increased customer loyalty, brand reputation , and customer satisfaction, are intangible and difficult to quantify directly in monetary terms.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

GetFeedback

AUGUST 14, 2019

Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest advocate. . Satisfaction can also be applied to products or overall relationships between a brand and a customer.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

GetFeedback

NOVEMBER 20, 2018

Customer satisfaction: the brand maintenance metric. Customer satisfaction is broadly defined as the happiness level of a particular customer after a single interaction with a brand. That paints a bleak picture for brands that are out of touch with their customers. Many factors can impact a customer’s satisfaction.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257