InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. Loyal customers are likely to spend more and advocate for your brand. It includes thoughts, feelings, and opinions regarding the brand, product, or service. The process helps you build a rich dataset that provides insight into customer behavior.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

DECEMBER 5, 2024

This is true for financial institutions in general, with almost 90% of consumers using online reviews to make banking decisions. In fact, 49% of consumers trust online reviews as much as personal recommendations. The insights will help you adjust your strategy and target the right individuals.

Management 195

Management 2024 Financial Social Media 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. But all data is not created equal!

Insights 369

Insights Social Media Return on Investment Travel 369

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

JULY 20, 2022

Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience. Check out these must-read articles!

Article 370

Article Brands B2C B2B 370

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

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

MAY 14, 2022

In what ways do your favorite brands help create your personal brand? So, Why Do Customers Choose Their Favorite Brands? This connection between consumer and brand is much deeper and more meaningful than a singular experience; therefore, it has a greater potential impact on long-term loyalty, advocacy, and value.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Leveraging unstructured data analytics is the key to transforming this raw data into actionable insights that can transform your customer experience strategy.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Packed with useful insights, its your roadmap to a smarter, balanced, and customer-centric approach to AI. Brands must foster inclusion through thoughtful CX strategies.

2024 195

2024 2025 Download Roadmap 195

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. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

C3Centricity

APRIL 19, 2025

There can be no doubt that today’s buyers have evolved into sophisticated decision-makers who demand more than just quality products to achieve consumer loyalty. Yet many mid-sized CPG companies remain trapped in a cycle of reactionconstantly trying to catch up to consumer expectations rather than anticipating and shaping them.

Consumers 62

Consumers Loyalty Brands 2025 62

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

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

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

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . Expert #2: : Jess Gill, Chief Customer Officer at Craveable Brands (Oporto, Chicken Treat, Red Rooster).

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

InMoment XI

JULY 7, 2022

For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it. That is the essence of brand equity. The better your brand equity, theoretically the better your company will perform in sales and public perception.

Brands 369

Brands ROI Social Media Return on Investment 369

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 512

E-support Innovation Customer Centricity Loyalty 512

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. However, while these case studies can provide useful insights, they are often too narrow in focus. Her work is filled with practical insights and well-reasoned solutions to CX challenges.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

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. To make matters worse, because the process is so slow, the accuracy of the insights are impacted too.

Brands 397

Brands Roadmap Webinar Social Media 397

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

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. Consumers now demand tailored experiences that align with their unique needs, values, and preferences.

2025 108

2025 Consumers Competitive Advantage 2024 108

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

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 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. Offer industry-specific solutions and insights. Focus on customer experience, to improve cross-selling opportunities.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company.

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

NOVEMBER 4, 2024

This ensures that consumers understand the potential bias in such reviews. But for companies, the real damage can go beyond financial penalties—violations can severely erode customer trust and damage long-term brand reputation. Human nature dictates that consumers are often motivated to leave a review after an extreme experience.

Social Media 195

Social Media 2024 Financial Consumers 195

eglobalis

JULY 25, 2024

Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction. Instead, they often base their insights on American thought leaders, which can diminish their credibility and the impact of their contributions.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

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

OCTOBER 14, 2024

The Business Impact of Survey Fatigue Survey fatigue poses several challenges for businesses, making it difficult to capture valuable customer insights. You have to remember that your customers interact with your brand to achieve their own specific goals. Enchant ) The average response rate for email surveys is roughly 24.8%.

2024 195

2024 Hospitality Feedback Healthcare 195

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage. Let’s go!

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

InMoment XI

MARCH 21, 2025

CI leverages artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to analyze customers interactions with your brand. It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales.

Insights 195

Insights Sales Interaction Metrics 195

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

eglobalis

MARCH 13, 2025

Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences. Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making. At the same time, B2B customer expectations have risen.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

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. With 57.5%

2025 221

2025 2024 Reference Consumers 221

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more. How can brands meet their needs?

2022 370

2022 Measurement Entertainment Hospitality 370

Thematic

MARCH 2, 2025

Imagine losing 73% of your customers simply because they had a bad experience with your brand. That’s the reality today—over half of consumers will switch to a competitor after just one negative interaction. So, what are customer insights? Why should your business rely on customer insights?

Customer Insights 62

Customer Insights Insights Social Media Feedback 62