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. Apple: Apple’s brand loyalty is legendary.

E-support 445

E-support Innovation Customer Centricity Loyalty 445

Retently

MARCH 11, 2024

Are you curious about the genuine reactions of your attendees after they experience your event? Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. Event success hinges on various factors like effective networking, content relevance, and the likelihood of attendees returning.

Events 99

Events Feedback Insights Presentation 99

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

Experience Investigators by 360Connext

JANUARY 23, 2015

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! Join Jeannie for this special live event to learn more. It''s FREE! Care to join us?

Customer Care 299

Customer Care Social Media Marketing Webinar 299

Experience Investigators by 360Connext

JUNE 22, 2021

The relationship between a brand and its customers is like any other relationship. Those are important parts of the customer journey, but the overlooked opportunities may lie in the customers who are drifting away from the brand due to neglect. These are customers who are not happy or just “meh” about what your brand does for them.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Experience Investigators by 360Connext

OCTOBER 5, 2021

Customers will say a lot about your brand, but you have to be listening in the right places. Organize educational events with speakers from both inside and outside the organization focused on customer experience. Challenge attendees to participate in some ways beyond the events.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

GetFeedback

APRIL 29, 2019

Event feedback. At different points in the event—after check-in, a keynote, or the event is over—send an SMS survey to gauge how your attendees felt about the experience. The Ultimate Guide to Event Surveys. A comprehensive list of pre and post event survey questions. Brand awareness feedback.

Net Promoter Score 265

Net Promoter Score NPS Healthcare Events 265

GetFeedback

MAY 9, 2019

Think about the last time you had a great experience with a brand. Now think about the last time you had a really bad experience with a brand. . We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. That’s because a bad customer experience interrupts our day.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

eglobalis

AUGUST 28, 2024

Guest post by: João Pereira In the bustling corridors of the business world, where brands and businesses compete for the attention of discerning customers, the concept of free will stands as a beacon of human autonomy and conscious choice. This category includes both libertarians (who believe in free will) and hard determinants (who do not).

Customer Experience 261

Customer Experience Events Customer Service Representative Culture 261

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

Experience Investigators by 360Connext

MAY 20, 2015

Yes, it’s the actual experience you have as a customer with a particular brand or organization. Unhappy customers will harm your brand. These customers will feel anger whenever they see your brand represented and show that anger to the world. Keep advertising a brand promise that isn’t delivered.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

InMoment XI

OCTOBER 7, 2024

Google Post Publishing Drive sales with easy publishing from Local Listings Promote your business updates, sales, and events directly on Google through streamlined post publishing. Enhance Understanding: Add comments describing events and observations for specific areas of charts and graphs. Strongest Signals 5.

Events 243

Events Competitive Advantage Innovation 2024 243

InMoment XI

NOVEMBER 16, 2021

They didn’t survey customers that went to a dealership and paid for the repair/service themselves (customer-pay events). Your CX survey represents your brand. Be your brand, upfront with your requests, and transparent. The reason was simply a system issue. Is the Language in Your Survey Easy for Customers To Understand?

Automotive 370

Automotive Hotels Social Media Events 370

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. As a brand manager or customer satisfaction consultant, this lets you show real progress in the short term and demonstrate that your work is producing measurable value.

Net Promoter Score 137

Net Promoter Score Consulting NPS Customer Success 137

InMoment XI

JULY 13, 2022

Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. First, you ask your customers a simple question: “On a scale of 0-10, how likely is it that you would recommend my brand/product/service to a friend or colleague?”. What Is Net Promoter Score? Detractors.

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

InMoment XI

JULY 13, 2023

And because at InMoment, we value sharing knowledge as widely as possible, I’m going to share the results of that in-event poll with you here, along with a few thoughts about our learnings. How Prepared Do You Feel for Consumer Duty?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

GetFeedback

FEBRUARY 12, 2019

Branded Experience: Customers are greeted with sleek, branded surveys that are easy to take. Knowing your customers are connecting with your brand on a variety of channels, around the clock, when does it make sense to leverage SMS Invitations? Ready to see SMS Invitations in action? When should you use SMS Invitations?

Omnichannel 236

Omnichannel Transportation Demo Feedback 236

GetFeedback

JUNE 22, 2019

73% of customers want brands to make the shopping experience more personal. Your NPS survey question should be written in character with your brand. Remember that 75% of customers want a consistent experience with your brand — regardless of the channel they use to contact you. And there are some very good reasons for doing this.

NPS 304

NPS Net Promoter Score Feedback Brands 304

CSM Magazine

FEBRUARY 12, 2024

Corporate events serve as a powerful platform for networking, brand promotion, and industry engagement. To host an event that not only stands out but also resonates within your industry requires careful planning, innovation, and attention to detail. Careful tracking of these objectives will also facilitate post-event analysis.

Events 95

Events Entertainment Transportation Workshop 95

InMoment XI

MARCH 10, 2022

Unfortunately, this attitude and the events precipitating it have a big impact on customer experience (CX), which means that CX professionals like you face the daunting task of keeping your CX program effective in the face of multiple challenges. Are you a finserv brand that needs to reassure clients rattled by inflation?

Social Media 370

Social Media Document Insights Events 370

BirdEye

JANUARY 25, 2024

In this post, we’ll cover how automating your review sharing can help you generate buzz for your brand across social networks. Instead of creating designs for each review, you can ensure these auto-generated posts are on-brand with eye-catching pre-built templates. This dilutes brand recognition and risks confusing followers.

Social Media 110

Social Media Brands Multi-Channel Demo 110

InMoment XI

AUGUST 31, 2023

This year’s event is jam-packed with hands-on demonstrations, workshops, and interactive opportunities to help you extract tangible value from our speakers, as well as gain applicable knowledge for your experience programme. Hear what our delegates had to say about last years’ event!

2023 195

2023 Workshop 2024 Events 195

delighted

SEPTEMBER 6, 2024

What do customers really think about your brand? Understanding your customers’ perceptions of your brand can help you bolster market research, identify ways to improve your brand’s reputation, and much more. What is a brand perception survey? Why are brand perception surveys important?

Brands 98

Brands Net Promoter Score Measurement Insights 98

InMoment XI

NOVEMBER 7, 2024

This allows your brand to keep up with customer expectations 24/7. Advanced analytics features, like sentiment analysis and feedback segmentation, allow brands to uncover deep insights and make impactful, real-time improvements. These targeted surveys help brands gather timely customer feedback at critical touch points.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Experience Investigators by 360Connext

NOVEMBER 16, 2021

Sometimes surveys are sent at one time per year, and sometimes they are triggered by specific events in the journey. Either way, this request is an interaction with the customer and the brand. It’s not “extra” or something that happens outside of the relationship with the brand, it’s all part of the same relationship.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

InMoment XI

OCTOBER 17, 2023

They’re constantly changing and adapting to world events, new trends, upgraded technology, and more. That’s why we challenged the brand to take a critical look at each question and ask itself, “is this information already available to us?” And that’s a good thing! Still Unsure of How to Get Started? Want to learn more about it?

Customer Experience 370

Customer Experience Net Promoter Score ROI NPS 370

Experience Investigators by 360Connext

MAY 23, 2019

Enterprise software giant, SAP, hosted two remarkable, concurrent events in May and I was lucky to be a part of them, thanks to partnerships with SAP Litmos and SAP. That theme came across loud and clear throughout the rest of the SAP CX Live and SAPPHIRE NOW events. They expected technology to bring them directly to these events.

Insights 40

Insights Net Promoter Score Social Media Events 40

InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.

Retail 195

Retail Customer Experience Social Media NPS 195

InMoment XI

JUNE 21, 2022

We heard from award-winning customer experience speakers from some of Australia’s biggest brands—Craveable Brands, The NRMA, Rest Super, Foxtel, and JAX Tyres & Auto—not to mention two of InMoment’s global leaders. Ideally, every CX platform should tell brands WHAT to do next.

Customer Experience 195

Customer Experience Workshop 2022 Events 195

eglobalis

JULY 31, 2024

Juniper Networks (NAM) Juniper Networks utilizes a comprehensive MarTech stack for content management, event marketing, and advertising. 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

InMoment XI

JUNE 28, 2022

InMoment and ReviewTrackers joining forces is great news for today’s brands! Our latest addition, ReviewTrackers, empowers over 175,000+ business locations to better understand and manage their customer reviews across 100+ sites with their review management technology.

2022 74

2022 Feedback 2021 Technology 74

BirdEye

JUNE 16, 2023

Knowing how your customers feel about your brand makes growing a business easier and more efficient. Regularly conducted brand surveys help you gather such feedback. But brand surveys come in many different forms and choosing the right one is important to reap the benefits of your investments. Branding isn’t a one-time effort.

Brands 98

Brands Social Media Insights Feedback 98

GetFeedback

SEPTEMBER 20, 2019

They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . CES is used to measure the level of effort that a customer experiences when they interact with your brand.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

Experience Investigators by 360Connext

JANUARY 18, 2022

Some organizations are committed to CX Day or other important days to provide events, trainings, or celebrations on behalf of their customers. Turning these into more consistent and ongoing events can be a very positive way to encourage CX education. Offer a customer day more than once a year.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

InMoment XI

NOVEMBER 25, 2024

Google Posts are an invaluable tool for businesses to communicate updates, offers, and events directly to their audience. These posts appear on your business listing, providing a direct channel to communicate updates, promotions, and events. Events: Share details of upcoming events to increase registrations and drive foot traffic.

Multi-Channel 195

Multi-Channel Events Management Engagement 195

InMoment XI

OCTOBER 12, 2022

However, even though they’re different, it’s important to point out that one isn’t necessarily better than the other—and brands need both if they want their customer experience (CX) programs to reach their potential. Click here to read our full-length white paper on why your brand needs both VoC and market research.

Voice of Customer 221

Voice of Customer White Paper Marketing Definition 221