InMoment XI

AUGUST 3, 2022

The causes and effects of employee churn are complicated, but the bottom line for brands and organizations the world over is simple: employee expectations have changed, and workplace cultures’ view of the employee experience must change as well. How We Got Here. The Rundown on Employee Experience. Trajectory Takeoff.

Employee Experience 418

Employee Experience Brands Roadmap 2021 418

eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

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

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

APRIL 24, 2023

$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.

Brands 429

Brands Customer Experience Customer Relationships Measurement 429

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Societal trends are shaping new opportunities and challenges for CX leaders: Wellness Culture: Self-care is booming, from non-alcoholic beverages to gut health products.

2024 195

2024 2025 Download Roadmap 195

eglobalis

MARCH 13, 2025

Cultural and ROI Challenges: Shifting a traditionally product- or sales-centric B2B culture to a customer-centric one takes strong change management. Highlight Risk Mitigation : Discuss how a robust CX strategy can mitigate risks, such as customer churn and negative brand perception.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

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

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

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. Culture, Infrastructure, and Operational Challenges.

Brands 370

Brands Document Employee Experience Events 370

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 learn more, check out Graham’s full CX webinar designed just for utilities brands.

Brands 397

Brands Roadmap Webinar Social Media 397

eglobalis

JULY 25, 2024

This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates. Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

InMoment XI

DECEMBER 6, 2024

Here are some of the main challenges of customer experience management outsourcing: Loss of Brand Voice : Outsourcing can sometimes lead to inconsistencies in how your brand communicates with customers, which might impact customer trust.

Customer Experience 195

Customer Experience Reference 2024 Download 195

eglobalis

FEBRUARY 3, 2025

A prime example is the medical device giant Medtronic, which has a very sharp and well-oiled culture , but it is another topic. Your company can use sentiment analysis to monitor social media, reviews, and customer feedback, enabling you to address concerns and improve brand perception.

B2B 391

B2B Customer Experience 2014 Customer Satisfaction 391

InMoment XI

JANUARY 25, 2022

If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. Element 1: Organizational Culture. Element 3: Ambassadorial Behavior. A Closer Look.

Engagement 397

Engagement Culture Document Employee Experience 397

BlueOcean

OCTOBER 30, 2024

Concerns about transfer of knowledge, culture, and maintaining the intangibles are enough to keep many executives awake at night (will my customers be okay in the hands of a new partner?). Cultural Alignment Concerns The Concern: We know your company has worked diligently to establish a strong and distinctive brand.

Contact Center 156

Contact Center Culture 2025 Customer Service 156

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Building a genuinely customer-first culture means driving every decision, process, and strategy with the customer’s needs and values at the forefront. Source: Harvard Business Review.

Leadership 62

Leadership Culture Customer Centricity Rewards Programs 62

eglobalis

JULY 2, 2024

B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. Cultural and Regional Sensitivity : Ensure feedback methods and interpretations are relevant across diverse customer bases.

NPS 461

NPS Feedback Net Promoter Score B2C 461

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

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Foster a culture of open dialogue where customer feedback is welcomed and shared.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. The discrepancy between what is promised and what is delivered can deeply impact brands negatively.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Define and consider the specific points of interaction between each customer persona and your brand. Their goals with your brand. Tap into what’s most necessary for leaders in your organization to understand how the customer is really feeling and interacting with your brand. Use a common template to create all your personas.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

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? The employee landscape is undergoing dramatic and rapid change, with a heightened emphasis on emotional drivers and connection to the employer’s culture. Read Article. Learn More.

Article 418

Article Employee Experience Culture Connections 418

eglobalis

OCTOBER 1, 2024

For example, a retail company might map out their customer’s journey from discovering their brand via a digital ad to purchasing in-store. Foster a Culture of Open Communication Promoting open communication is key to eliminating silos. This cultural shift requires a top-down approach, where leadership sets the tone for collaboration.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates. This is advanced EX, some might even say it is revolutionary!

B2C 397

B2C Employee Experience Culture B2B 397

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Likewise, cultural differences make survey responses inconsistent across regions; a neutral score in one country might indicate dissatisfaction in another.

Banking 326

Banking NPS B2B Social Media 326

InMoment XI

OCTOBER 26, 2022

In such a fast-paced environment, how are retail brands expected to succeed? Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: 3: Encourage a Culture of Commitment. A “Culture of Commitment” is the ultimate goal of any customer experience program.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

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. This created a customer-centric culture that increased its revenue by 5%.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

OCTOBER 20, 2022

We heard from award-winning CX speakers from some of Europe’s biggest brands—TRUMPF, ASOS, Brakes, Primark, Solus, BD Medical, NatWest and Euro Car Parts, as well as thought-provoking keynotes from InMoment Global Leader, CMO Kristi Knight, and Stan Swinford, CEO and Founder of NPSx by Bain & Company.

Customer Experience 397

Customer Experience Culture Workshop Events 397

InMoment XI

JULY 18, 2022

It’s clear the customer experience is vital for any food services business, and in our decades of experience working with the world’s best brands, we’ve noticed a common challenge: food service customer experience data is often very siloed from department to department, and team to team. 1: Leveraging Customer Feedback in Operations.

Feedback 369

Feedback Culture Customers Customer Experience 369

InMoment XI

NOVEMBER 16, 2023

The necessity of an integrated CX data ecosystem, supported by the right organisational culture, was underscored as the ideal approach. The customers – what they take away from all their encounters with your brand, the signals they are looking for, and what they expect?

Workshop 447

Workshop 2023 Healthcare Travel 447

InMoment XI

MAY 17, 2022

Supportive Culture Connection to Customer Experience. Employee Must Have #1: Supportive Culture. It may sound like a no-brainer to have an employee-supporting culture in place at your organization, but if the amount of employee churn going on right now is any indication, far fewer brands have that scheme in place than you might think.

2022 369

2022 Culture Connections Brands 369

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. However challenging it may be for retailers, developing a loyal customer base is essential to maintaining an active, healthy brand.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

Experience Investigators by 360Connext

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. Maybe there is great brand marketing before the sale but lackluster customer communications following the purchase. Cultivate an engaging company culture. Culture also drives collaboration on the customer’s behalf.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

InMoment XI

JULY 12, 2022

There’s no one specific type of information, insight, or data that supports frontline employees across all industries, but there are several high-level principles that brands can bear in mind when determining what those employees need to know. This strengthens brand connection and creates a customer-centric culture.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. During challenging times, customers appreciate brands that provide assistance and support when needed. To access all the key drivers of NPS and discover who the leading brands are in the UK, download your copy of the report findings here.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

C3Centricity

NOVEMBER 26, 2024

Many brands today claim to be consumer-first or consumer-led. People expect brands not just to fulfill their immediate needs, but to understand, anticipate, and address their evolving desires. Monzo’s example shows how brands that embrace Radical Consumer Centricity become indispensable to their consumers’ lives.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116