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

NOVEMBER 20, 2014

At DoubleDutch , we create mobile applications for thousands of events annually, so pretty much every customer has the potential to substantively increase CLTV (customer lifetime value) for the company. Most events take place at least annually, and oftentimes a client will produce multiple events over the course of a year.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. By delivering customized content experiences, businesses can enhance engagement, drive more meaningful interactions, and increase customer satisfaction.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

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 97

Events Feedback Insights Presentation 97

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

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. 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.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Scalability Customer experience automation systems can handle high columns of interactions simultaneously. This allows your brand to keep up with customer expectations 24/7. What is Customer Experience Automation?

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

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

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

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

GetFeedback

DECEMBER 26, 2018

This score indicates how satisfied or dissatisfied customers are with a particular service, interaction, procedure, or product—whatever the survey is measuring. Any time you want customer insight into one of the following areas, you can use a CSAT survey: Customer support interactions. Sales interactions. When to use CSAT.

Customer Satisfaction 286

Customer Satisfaction Measurement Net Promoter Score Feedback 286

GetFeedback

FEBRUARY 12, 2019

GetFeedback’s SMS survey solution, SMS Invitations, has three elements that drive quality feedback and improve the customer experience: Automation: Survey invitations are automatically sent to customers after an interaction to prompt real-time feedback while it’s top-of-mind. When should you use SMS Invitations?

Omnichannel 236

Omnichannel Transportation Demo Feedback 236

Experience Investigators by 360Connext

MAY 20, 2015

This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. Yes, it’s the actual experience you have as a customer with a particular brand or organization. Unhappy customers will harm your brand. Keep advertising a brand promise that isn’t delivered.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

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 invitation should ask customers to respond and tell them why responding is important and what you’ll be doing with the information that will make their world and interaction with your product or service better.

Automotive 370

Automotive Hotels Social Media Events 370

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. A study by Epsilon found that 80% of consumers are more likely to make a purchase from a brand that provides personalized experiences.

Hospitality 195

Hospitality Call Center Retail NPS 195

Experience Investigators by 360Connext

JANUARY 21, 2015

Understanding the customer journey end-to-end helps brands innovate around the experience. Virgin Atlantic is investing in many innovative ideas around how to make the transatlantic flight more of an event to experience. This isn’t really about your brand yet. WHY does your customer want to interact at all?

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

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

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 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. Convenience-loyal customers appreciate smooth and simple interactions. Truly loyal customers love your brand in every sense.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

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

InMoment XI

MARCH 5, 2024

The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions. Unstructured data is so important because it represents such a large portion of the total amount of data you will interact with. What is Unstructured Data?

Customer Experience 195

Customer Experience Social Media Innovation Competitive Advantage 195

Experience Investigators by 360Connext

AUGUST 23, 2018

Customer journey maps should highlight where empathy is critical to the emotional path your customers take with your brand. But, customers interact in big ways and small with your brand. That interaction is one of many steps for the customer. Many maps highlight the big ways of delight and disappointment.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

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

InMoment XI

APRIL 25, 2024

And, of those consumers, only 34% of them would recommend their brand to friends and family. Based on data and market research, we’ve pulled together some reputation management strategies that are most likely to land with your customers and improve your brand reputation. Financial services providers are tasked with a unique challenge.

Financial 195

Financial Management Banking Insurance 195

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

Experience Investigators by 360Connext

JANUARY 18, 2022

Some reports and numbers are reported company-wide, but since Pat doesn’t interact directly with customers, they’ve never actually heard the customer’s “voice” or followed their stories. Some organizations are committed to CX Day or other important days to provide events, trainings, or celebrations on behalf of their customers.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

InMoment XI

JANUARY 30, 2024

Customer experience management (CXM) software offers several benefits for businesses aiming to enhance their customer interactions and satisfaction such as: Improved Customer Satisfaction: CXM software helps businesses understand customer needs, preferences, and expectations. How Many of Those Customers Exceed 1 Million Interactions with You?

Customer Experience Management 221

Customer Experience Management Customer Experience Management Roadmap 221

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

Retently

NOVEMBER 29, 2024

Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. Key Takeaways First impression surveys are most effective when sent immediately after a key interaction , such as a website visit, a purchase, onboarding, or customer support. First impressions in business? Let’s break it down.

Events 121

Events Feedback Interaction E-support 121

InMoment XI

SEPTEMBER 25, 2024

Merging all three disciplines, it focuses on the interaction between computers and humans through natural language. Therefore, enhancing the interactions between computers and humans to be useful and meaningful is crucial. Natural Language Processing (NLP) is a complex, yet fascinating and rapidly evolving field.

Insights 195

Insights Social Media Net Promoter Score Events 195

Experience Investigators by 360Connext

OCTOBER 1, 2014

It’s a chance to show your brand at its finest. Speaking of personality, here are a couple unexpected efforts made by brands to inject some personality into typically boring language. Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. 0 likes.

2013 274

2013 E-support 2014 Social Media 274

InMoment XI

MARCH 11, 2024

When the interaction is over and the credit union deploys a customer satisfaction survey , the customer will answer that they were satisfied with their experience. Here is a quick breakdown of how the feedback loop works: Customer Interaction: The feedback loop starts with a customer interacting with a product, service, or brand.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 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

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

JANUARY 23, 2024

The Google Local Guide program features a global community of users that companies can engage with to support their marketing activities, build brand reputation, manage online reviews and ratings, and improve online search visibility and exposure. Some Local Guides even receive additional Google Drive storage as a perk.

Management 195

Management Feedback Information Brands 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