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. By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability.

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

OCTOBER 17, 2024

With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation. For instance, a customer satisfaction survey presents a list of specific questions to customers to gauge their satisfaction levels with your brand.

Feedback 195

Feedback Insights Customers Banking 195

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. Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. It helps you attract new clients.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. Influencers and Thought Leaders in CX In Europe, the landscape of CX thought leadership and practical application presents unique challenges. Let me know your thoughts.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

NOVEMBER 5, 2024

Businesses can upload photos, present special offers, and invite users to book reservations from Maps. If so, simply search for the name, and you will be presented with a dropdown of possible matches. Reflecting these changes in your listings is key for customer loyalty , as it builds transparency and trust. Set your location.

2024 195

2024 2026 Connections 2012 195

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. I hope this makes sense, and if not, I am interested to hear your thoughts.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. What’s the Score for Insurance Brands?

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195

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

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. Great customer experiences foster loyalty. Great customer experiences help your brand achieve differentiation. Customization and personalization.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

SEPTEMBER 14, 2023

This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 195

Brands Management Social Media Feedback 195

Experience Investigators by 360Connext

JUNE 22, 2021

The relationship between a brand and its customers is like any other relationship. There is often a love story in the beginning, and then throughout the relationship the love and even loyalty can wane and drift. These are customers who are not happy or just “meh” about what your brand does for them. That’s human nature. .

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

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! Social customer care is going to be with us forever. 30, January 2015. 11:00 AM - 11:30 AM CST.

Customer Care 299

Customer Care Social Media Marketing Webinar 299

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! It’s a win-win for everyone!

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. A customer journey map visualizes all touch points between the customer and the organization, from customer research on the product to first contact with the company to building customer loyalty.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Retently

NOVEMBER 29, 2024

A first impression survey is a short, targeted questionnaire designed to capture those immediate thoughts and feelings customers or users have after interacting with your brand, product, or service for the first time. Research shows that customers form opinions about a brand in as little as 50 milliseconds , that’s barely a blink!

Events 120

Events Feedback Interaction E-support 120

Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Retail 109

Retail NPS Touchpoint Feedback 109

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Management 115

Management Customer Experience Roadmap NPS 115

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

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 trust, in turn, fosters loyalty.

Customer Experience 344

Customer Experience Events Customer Service Representative Culture 344

GetFeedback

JUNE 22, 2019

Remember that your NPS survey represents a valuable customer loyalty metric. 73% of customers want brands to make the shopping experience more personal. Personal experiences drive loyalty. Your NPS survey question should be written in character with your brand. ” But it can also be so much more.

NPS 304

NPS Net Promoter Score Feedback Brands 304

ShepHyken

MARCH 30, 2025

Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. New Survey Reveals Price Hikes Wont Break Customer Loyalty. On the contrary, customers seem willing to pay more to stay loyal to their favourite brands.

2025 71

2025 Article Customer Service Magazine 71

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. And once you have their attention, every step in their journey can deepen their loyalty or cause them to look elsewhere. My client had just returned from a presentation to her executive committee.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

OCTOBER 26, 2022

The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. In such a fast-paced environment, how are retail brands expected to succeed? It is no secret that today’s retailers are faced with unique challenges. 2: Increase Experience Awareness.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

DECEMBER 15, 2022

But, the challenge lies in gathering data and linking it to meaningful business KPIs such as customer loyalty , customer acquisition , or generally proving program ROI. Watch the full presentation here! Gathering data in today’s business environment is easier than ever before.

Social Media 397

Social Media 2019 Metrics Customer Journey 397

Experience Investigators by 360Connext

APRIL 16, 2015

But many brands aren’t keeping up, leaving the door wide open for competitors to reap the rewards of meeting these demands. If you like the picture presented, you swipe one way, and if you don’t like the picture, you swipe another. So why aren’t more brands, retailers and services offering this type of experience?

Customer Expectations 282

Customer Expectations Retail User Experience Social Media 282

Beyond Philosophy

FEBRUARY 15, 2024

The first practical step is understanding the emotion the present experience evokes before changing anything. Of course, learning about how your present experience evokes emotions doesn’t have to rely on technology. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Click here.

Connections 88

Connections Loyalty Brands 2005 88

CloudCherry

JULY 10, 2019

Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. Sometimes, you may not even realize how elements of customer service are present in the most basic user interactions. Brands use community forums and user reviews for exactly this purpose.

Customer Service 231

Customer Service Customer Experience E Commerce E-support 231

eglobalis

OCTOBER 1, 2024

This encourages both departments to work together to enhance customer loyalty, understanding that improved retention directly impacts revenue. For example, a retail company might map out their customer’s journey from discovering their brand via a digital ad to purchasing in-store.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

ShepHyken

NOVEMBER 5, 2024

Fortunately, we now have the technology to elevate the experiences we can deliver to our customers. Technological advancements, especially in AI, present many opportunities for organizations to enhance customer service and experience. ” “Customers want to engage with the brand on their own terms.

Customer Service 75

Customer Service Social Media Customer Service Representative Communication 75

Second to None

MARCH 18, 2021

By listening to their customers and measuring customer service standards, grocery brands can stay ahead of the curve and deliver what their customers need and want most— especially as consumer expectations and trends evolve. Mystery Shopping measures operational standards and brand performance.

Measurement 113

Measurement 2021 Brands Customer Experience 113

InMoment XI

NOVEMBER 19, 2024

Contact Centers In customer service, contact center AI hallucinations can damage brand credibility. It won’t be able to produce accurate predictions or information when presented with inputs it hasn’t seen before. Customers won’t be able to trust a business after getting an inappropriate response to their queries.

Reference 195

Reference Contact Center Healthcare Financial 195

Integrity Solutions

APRIL 19, 2024

It provides competitive differentiation, nurtures customer relationships, helps them feel seen and heard , and ultimately leads to increased customer loyalty and repeat business. According to Gartner , customer experience “drives more than two-thirds of customer loyalty” when compared to brand preference or price consideration.

Sales 103

Sales Loyalty White Paper Contact Center 103

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. A staggering 94% of consumers avoid a business due to negative reviews.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. A staggering 94% of consumers avoid a business due to negative reviews.

Management 195

Management Social Media Hotels Airlines 195