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. Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

GetFeedback

AUGUST 14, 2019

Preferences for how they interact with your brand today will certainly shift in the future. Be sure to include online reviews, social media, Voice of the Customer through the Employee or through customer service interactions, and other listening posts in your VoC program data feeds. Download the Toolkit. Get Calculator.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

InMoment XI

NOVEMBER 16, 2023

An evaluation of roles within the organisation sheds light on various aspects, including customer interactions, management visibility, team composition, and potential upselling opportunities. 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

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. You can measure AES by surveying agents on how much effort they have to put into customer interactions. Offer multiple interaction channels to customers so they don’t have to rely on calls alone. This guide provides the key strategies to future-proof those operations.

Call Center 195

Call Center Metrics Contact Center Customer Service 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

Optimove

DECEMBER 31, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. Content Speed Matters : In a real-time world, brands leveraging dynamic, fast-moving content see a 20% boost in engagement.

2025 69

2025 Customer Engagement Engagement E Commerce 69

Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). Loyalty is not granted generationally based on what brands our parents used. Instead, loyalty must be earned with each and every interaction. My esteemed colleagues in the report declared the three words that matter most to them – to dispel the idea of these words as purely buzz. Is that odd?

Leadership 283

Leadership Culture Customer Centricity 2019 283

C3Centricity

DECEMBER 10, 2024

Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. McKinsey ) Over 90% of consumers are more likely to shop with brands that provide relevant offers and recommendations. Spotify saw app downloads increase by 200% during the campaign, along with a surge in active users.

2025 108

2025 Consumers Competitive Advantage 2024 108

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

Your customers are interacting with your organization, calling service numbers, navigating mobile apps, and waiting for products. That’s why paying attention to the details of the experience can help brands disrupt markets, gain more customers through referrals and word-of-mouth marketing, and keep their customers happier, for longer.

Customer Journey 373

Customer Journey Reference Customer Journey Mapping Brands 373

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. This aligns all team members around the experience they should strive to provide regardless of if they interact with customers directly or not.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

GetFeedback

AUGUST 14, 2019

There’s a standard in each of these interactions, and that standard has likely caused you as a customer to pause and wonder if something can be done differently or better to improve the interaction. Take a look: Click here to download the PDF version. . They became the brands to defeat or at least be like. Get Calculator.

Download 268

Download Customer Satisfaction Measurement 2018 268

Optimove

JANUARY 5, 2025

Up your mobile marketing game with this guide Download Now Why it Matters: Integrating Viber into Optimove opens new opportunities for brands to engage global audiences in a powerful channel with hyper-personalized, real-time campaigns. With nearly 1.17

2025 59

2025 Marketing Download Demo 59

GetFeedback

NOVEMBER 25, 2019

Click here to download the current industry benchmarks. If you’re on the hunt for a CSAT calculator that will help you measure your score and prove the possible revenue impact of satisfaction, we’ve got just the right thing for you: Our free CSAT interactive calculator. Supermarkets: 78%. Televisions and Video Players: 83%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

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

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. What about when they complete a training process or post about your brand on social media? Hotel brands sometimes thank customers for their 10th or 100th stay. Ways a brand has thanked you as a customer. Five Ways to Thank Customers.

2020 372

2020 Airlines Social Media Hotels 372

Experience Investigators by 360Connext

OCTOBER 27, 2020

Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction. Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

Customer Bliss

AUGUST 29, 2019

During our research, we found that one-third of respondents will actually walk away from a brand after having a disappointing interaction. Here are 3 major findings that I want you to share with you from this comprehensive research: 8/10 Gen Z’ers Are Willing to Give Brands Another Chance. We know you don’t want that to happen.

Customer Experience 227

Customer Experience Consumers Travel Download 227

Optimove

OCTOBER 14, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: This post highlights the growing challenge of marketing fatigue, particularly during the holiday season when customer engagement is critical. Omnichannel engagement ensures brands meet consumers on their terms. #4

Consumers 59

Consumers E Commerce Marketing 2024 59

Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). Loyalty is not granted generationally based on what brands our parents used. Instead, loyalty must be earned with each and every interaction. My esteemed colleagues in the report declared the three words that matter most to them – to dispel the idea of these words as purely buzz. Is that odd?

Leadership 227

Leadership Culture Customer Centricity 2019 227

Optimove

FEBRUARY 11, 2025

See the difference control groups make in this guide Download Now Why it matters: Understanding hidden data is key to unlocking insights that drive smarter, proactive strategies. Leveraging these insights transforms marketing from a reactive to a powerful predictive discipline, giving brands a decisive edge.

Social Media 64

Social Media Download Insights Demo 64

Optimove

APRIL 10, 2025

While both help brands manage customer data, they serve distinct functions. In short, a CDP unifies and analyzes customer data across all channels for personalized marketing, while a CRM focuses on managing direct, one-to-one customer interactions. Keep reading to dive deeper into a full breakdown. CDPs help you understand them.

Download 52

Download Customer Journey Customer Relationship Management Sales 52

Experience Investigators by 360Connext

JANUARY 7, 2025

A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation. Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect).

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Optimove

MARCH 2, 2025

See the difference control groups make in this guide Download Now Why it Matters: With Optimove integrating Adacts technology, marketers can now create dynamic, interactive, gamified experiences that capture attention and build lasting relationshipsall while being Positionless and without reliance on technical teams.

Download 69

Download Demo Loyalty Interaction 69

Optimove

JANUARY 26, 2023

It’s more important than any promotion, feature, funny post on social, or brand color. Naturally, with their limited budgets, consumers prioritize brands they know and trust over new ones they don’t know, or worse, brands they already know and don’t trust. A total of 64% are loyal to and shop at brands they do not trust. 

Consumers 105

Consumers Loyalty Brands Retail 105

Optimove

OCTOBER 29, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: This blog discusses how Opti-X employs AI technology to enhance personalization in customer interactions, which can lead to increased engagement and satisfaction. Opti-X enables brands to deliver campaign messages at optimal moments, driving higher conversion rates.

Download 52

Download Sports Events Customer Journey 52

InMoment XI

JANUARY 2, 2023

CX managers first determine what a positive customer experience entails for their target clients, theorize and implement changes they believe will have the most impact, and use results to optimize each customer interaction. With new technology and social media, we have more ways than ever before of interacting with our customers.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Optimove

OCTOBER 23, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Personalization isn’t just a buzzword—it’s a necessity. As customer expectations for tailored experiences continue to rise, brands must find innovative ways to engage their audiences. promotions, discounts, rewards).

Download 52

Download Loyalty Brands Customer Centricity 52

Optimove

NOVEMBER 13, 2024

See the difference control groups make in this guide Download Now Why it Matters: Optimove Insights’ latest Report provides a comprehensive analysis of consumer shopping behavior from the 2023 holiday season. By utilizing AI-orchestrated journeys, brands can respond to customer behaviors, preferences, and purchase patterns in real time.

E Commerce 69

E Commerce Insights Multi-Channel 2023 69

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. What goes into deciding which interactions to scrutinize, the goals formed around that work, and so much more?

Touchpoint 243

Touchpoint Customer Experience Design Reference Brands 243

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. How to treat every campaign like a marketing experiment Download Now >> #5.

Retail 59

Retail Loyalty Loyalty Programs Omnichannel 59

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Worse, 79% of customers will switch brands if they find a competitor with a better experience. Live chat and support interactions – Collect real-time feedback from customer service exchanges. Use AI and sentiment analysis to uncover trends and emotions.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Optimove

DECEMBER 24, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Journey pruning is key to creating more effective, personalized marketing campaigns that maximize customer engagement and Return on Investment (ROI.) They unsubscribe or ghost the brand and never buy again. In todays marketing landscape, agility is critical.

2025 52

2025 Return on Investment ROI Download 52

TechSee

JULY 18, 2019

Now imagine this scenario: When your brand-new stereo system arrives, you open the box and find a DVD with a visual step-by-step guide to setting it up. Businesses hoping to compete in this modern marketplace need to adapt their customer-facing strategies to ensure every interaction is as quick and seamless as possible.

Customer Experience 207

Customer Experience Contact Center Wireless Loyalty 207

Optimove

JANUARY 15, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Every January, businesses around the globe celebrate Get to Know Your Customer’s Day , a reminder of the core principle driving all successful marketing: knowing your customers is essential to creating meaningful engagement and lasting loyalty.

Connections 52

Connections Insights Download 2025 52

CloudCherry

JANUARY 18, 2018

Earlier, customers bought products, chose services and established opinions about brands based on various factors such as cost, quality of product and so forth. It helps you get a bird’s eye view of all member interactions. DOWNLOAD THE CREDIT UNION E-BOOK! Today’s market, however, is a different ball game.

Touchpoint 225

Touchpoint Financial Banking Feedback 225

InMoment XI

APRIL 25, 2024

And, of those consumers, only 34% of them would recommend their brand to friends and family. Download Report Financial Services Reputation Management Strategies Financial services reputation management is not as tricky as it may seem. These interactions need to be positive for your insurance reputation management to improve.

Financial 195

Financial Management Banking Insurance 195