ShepHyken

NOVEMBER 18, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a brand promise? What is the role of branding in enhancing the customer experience? How can businesses define their brand to impact customer relationships meaningfully?

Brands 139

Brands 2023 Touchpoint Financial 139

InMoment XI

APRIL 3, 2025

Its no longer about just resolving customer issuesits about crafting meaningful, emotionally resonant experiences that drive loyalty and commercial success. Customers today expect more than transactions; they expect seamless, engaging, and meaningful interactions across every touchpointwhether online, in-store, or through customer service.

Culture 195

Culture Social Media Government Loyalty 195

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. The Limitations of Traditional Customer Surveys For decades, companies have relied on periodic surveys like NPS and CSAT to gauge customer satisfaction and loyalty. Fifth Third Bank, a U.S.

Banking 320

Banking NPS B2B Social Media 320

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. personalized, convenient, and fulfilling experiences.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Experience Investigators by 360Connext

OCTOBER 11, 2024

Online chatbots can now manage many support interactions without the customer needing to call in if they don’t want to! Let’s take a look at what separates customer service and customer experience, as well as their similarities, including proven strategies to drive customer loyalty by intentionally balancing both areas.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

InMoment XI

DECEMBER 10, 2024

The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities. It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

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. And for Gen Z, seamless experiences are table stakes when it comes to maintaining their loyalty. Revolutionary even.

Employee Experience 397

Employee Experience Brands Social Media Customer Experience 397

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. Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the customer journey. What Is Customer Behavior Analysis?

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

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

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

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Brands must foster inclusion through thoughtful CX strategies. Aligning experiences with these principles fosters loyalty. Balance technology with personal interaction.

2024 195

2024 2025 Download Roadmap 195

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

DECEMBER 6, 2024

Companies constantly seek ways to improve satisfaction, foster loyalty, and drive revenue, but delivering an exceptional customer experience is no small task. These providers manage interactions across various channels, including customer support, social media, live chat, email, and technical support.

Customer Experience 195

Customer Experience Reference 2024 Download 195

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. Here’s a breakdown of the most impactful user feedback metrics for your SaaS business: Net Promoter Score Net Promoter Score (NPS) is a commonly used metric that measures customer loyalty.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

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 understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

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

InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. Here are a few key reasons why it’s important for companies to embrace a customer-centric approach: It enhances customer retention and loyalty. It gives insurance brands a leg-up on the competition.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Metrics 422

Metrics Customer Success 2024 2023 422

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

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. Integrating AI in customer relations allows companies to optimize customer service responses, deliver relevant content, and foster trust and loyalty.

Interaction 52

Interaction Engagement E Commerce E-support 52

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Choose what matches your organization.

NPS 453

NPS Feedback Net Promoter Score B2C 453

eglobalis

FEBRUARY 3, 2025

As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. From personalization and predictive analytics to chatbots and dynamic pricing, AI is revolutionizing how B2B businesses interact with their customers.

B2B 385

B2B Customer Experience 2014 Customer Satisfaction 385

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

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Sales and delivery teams provide invaluable data through regular customer interactions.

Customer Experience 453

Customer Experience Customer Centricity Net Promoter Score Government 453

Retently

OCTOBER 11, 2024

EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. With real-time monitoring and automated quality checks, these tools help brands quickly spot and fix issues, enhancing overall customer support.

Retail 134

Retail 2024 Customer Service Feedback 134

BlueOcean

APRIL 1, 2025

That data then informs the development of a hybrid model where the AI handles appropriate interactions and escalates when necessary. Brand Voice Consistency Beyond giving correct answers, your AI must speak in your brand’s authentic voice. You’ve got to have it really well built out with constraints in place.

Customers 156

Customers Effort Score Airlines Customer Journey 156

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. These data silos make it hard to get a unified view of the customer, resulting in inconsistent or disjointed interactions.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

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

Win the Customer

NOVEMBER 20, 2024

As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. Improved Brand Reputation: Positive customer experiences, fueled by empathy, can significantly enhance a brand’s reputation.

Interaction 59

Interaction Net Promoter Score Competitive Advantage Social Media 59

InMoment XI

JANUARY 27, 2025

At times, even the insights that surfaced from customer-agent interactions can feel burdensomean endless inbox of problems to solve. The truth is, customers calling your call center dont just have an issue they want you to resolvethey have a relationship with your brand that matters enough to them to raise that issue.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Retently

JANUARY 13, 2025

CES helps you understand if youre delivering on that promise of ease, which directly impacts loyalty and long-term growth. Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. Reducing effort directly boosts satisfaction, loyalty, and repeat business.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. B2B customer experience can refer to the interactions and overall relationship between a business and its business customers. Great customer experiences foster loyalty.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? How can brands stand out?

Customer Experience Design 363

Customer Experience Design Customer Experience Competitive Advantage User Experience 363

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

InMoment XI

NOVEMBER 26, 2024

A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services, and people. Customer journey maps may also be called customer interaction maps, customer corridors, or service blueprints. Each is tailored to specific goals and stages of the customer experience.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

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. Technology’s Role in Enhancing Service Interactions 8.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

InMoment XI

APRIL 6, 2022

Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. To provide an exceptional customer journey, you need to understand your customers —how they interact with your website and what they’re really looking for. Consideration.

Customer Journey 387

Customer Journey Customer Journey Mapping Touchpoint Customers 387