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. You can think of it as your eyes and ears on social media with the information it provides. It enables you to identify their strengths and weaknesses.

Social Media 195

Social Media Multi-Channel Metrics 2024 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.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

MARCH 26, 2025

You have so many priorities, stakeholders, and initiatives to inform and consider, but you want to capture that information with as few questions as possible in order to avoid survey fatigue. Improved Data Quality and Accuracy One reason brands go for longer surveys is data quantity.

Insights 195

Insights White Paper Customers Brands 195

InMoment XI

NOVEMBER 26, 2024

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. With this information, you can improve your customer experience and eliminate pain points.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

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

InMoment XI

MARCH 21, 2022

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. Additionally, brands have not figured out how to tap into 85% of data—the unstructured kind—so they miss out on the bigger picture. Businesses want to make the best decisions based on the available information.

Brands 397

Brands Roadmap Webinar Social Media 397

C3Centricity

DECEMBER 27, 2024

Modern consumers are no longer satisfied with generic experiences. They expect brands to know their preferences, anticipate their needs, and deliver tailored solutions that feel relevant and meaningful. This enables brands to provide deeply relevant and meaningful experiences that resonate with consumers.

Consumers 62

Consumers 2023 2022 Loyalty 62

InMoment XI

OCTOBER 30, 2024

Customers who feel valued are more inclined to renew policies and become loyal brand advocates. It gives insurance brands a leg-up on the competition. It boosts the insurer’s brand reputation. As a result, good customer experiences enhance an insurer’s brand reputation management efforts.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 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

InMoment XI

NOVEMBER 5, 2024

Customers also struggled to access all the information they needed in one place, leading to customer friction. You will be prompted to add information like your business category, default language, and website. In this step, you will review and confirm your business information. Provide the necessary business details.

2024 195

2024 2026 Connections 2012 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. billion per year due to avoidable consumer switching. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

BlueOcean

APRIL 1, 2025

Beyond Information to Resolution: The Core Components of Effective Self-Serve AI The most common mistake companies make is implementing AI solutions that merely provide informationsomething customers could have Googled themselves. Your AI solution must have clear guardrails about what information it can and cannot share.

Customers 156

Customers Effort Score Airlines Customer Journey 156

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

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Let’s dive in! What’s driving this growth?

Retail 144

Retail Social Media Technology Brands 144

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

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

InMoment XI

NOVEMBER 1, 2024

Fake reviews are an escalating problem for both consumers and businesses. As consumers grow more aware of this issue, they’re becoming increasingly cautious about purchasing products or services. In fact, over 50% of consumers say they wouldn’t buy a product if they suspected the reviews were fake. How to Report a Fake Review?

2025 221

2025 2024 Reference Consumers 221

eglobalis

MARCH 13, 2025

Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. These tools enable executives to make informed decisions based on real-time customer data.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

Experience Investigators by 360Connext

NOVEMBER 2, 2021

You’ll notice I didn’t call this a consumer persona or a buyer persona. In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. I prefer a one-page persona that includes information about what triggers the customer emotionally.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

InMoment XI

OCTOBER 15, 2024

In some cases, companies use AI-generated reviews as a quick way to boost their brand’s star rating and review volume on platforms like Google, Yelp, and Facebook and fill in the gaps where customer feedback is sparse. There are also cases where customers use AI tools to help structure or finalize their own reviews.

Insights 195

Insights 2024 Feedback Contact Center 195

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 478

Automotive Loyalty Return on Investment Transportation 478

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

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. European giants like Unilever and Siemens utilize NPS to gauge consumer sentiment and pinpoint areas for product line improvements.

NPS 461

NPS Feedback Net Promoter Score B2C 461

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

JUNE 7, 2022

InMoment’s solution not only allows brands to access that data, but also to integrate that with other data sources, providing scalability and the deep, data-driven understanding that teams need to achieve their goals. That’s where InMoment’s game-changing customer social listening solution comes into play.

Insights 369

Insights Social Media Return on Investment Travel 369

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. Effective law firm reputation management ensures that potential clients encounter positive and trustworthy information about your firm at every touchpoint.

Management 369

Management Social Media 2024 Download 369

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

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

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

The brands that do pay attention to the details of the experience they deliver are the ones who disrupt markets, gain more customers through referrals and word-of-mouth marketing, and keep their customers happier, for longer. Your customer has expectations from your brand throughout their journey.

Customer Journey 373

Customer Journey Reference Customer Journey Mapping Brands 373

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

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Sometimes they include quotes and additional information about the goals of your customer. Define and consider the specific points of interaction between the customer persona and your brand. Motivations.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

InMoment XI

DECEMBER 15, 2022

You aren’t waiting until the end of the year to get a mailed report containing consumer trends for the past year (hopefully), but rather you need to be keeping up with your consumers in real time. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them.

Social Media 397

Social Media 2019 Metrics Customer Journey 397

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

InMoment XI

NOVEMBER 16, 2023

This hands-on workshop emphasised the significance of integrating customer and employee perspectives into experience enhancement strategies, whilst leveraging productivity studies and insights to make informed investment decisions. These elements influence how businesses operate and make decisions.

Workshop 447

Workshop 2023 Healthcare Travel 447

eglobalis

JULY 31, 2024

By leveraging data visualization and reporting features, companies can identify key performance indicators (KPIs), track progress, and make informed decisions to enhance customer experiences continuously. These tools help in addressing customer issues promptly and maintaining a positive brand image, which is crucial for customer retention.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

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. 62% of consumers agree that personalized recommendations are better than general ones.

Banking 195

Banking Customer Experience Financial Touchpoint 195

ShepHyken

DECEMBER 2, 2024

Why is understanding consumer behavior crucial for improving customer experience? Why should your customer experience strategies align with corporate goals? It’s not just about the products or services offered but the entire journey and interactions a customer have with a brand. They want personalization.

Customer Experience 82

Customer Experience Return on Investment Books Consumers 82