eglobalis

JUNE 12, 2023

The Rising Tide of Brand Purpose in B2B , The time of brand purpose The post The Rising Tide of Brand Purpose in B2B appeared first on Eglobalis.

B2B 432

B2B Brands Customer Relationships Measurement 432

InMoment XI

AUGUST 3, 2022

The causes and effects of employee churn are complicated, but the bottom line for brands and organizations the world over is simple: employee expectations have changed, and workplace cultures’ view of the employee experience must change as well. How We Got Here. That advice sounds obvious enough, right? Trajectory Takeoff.

Employee Experience 418

Employee Experience Brands Roadmap 2021 418

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

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. Loyal customers are likely to spend more and advocate for your brand. It includes thoughts, feelings, and opinions regarding the brand, product, or service. What Is Voice of Customer Analysis? It enables informed decision-making for CX teams.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 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. The exact same criticism can be made about every metric for everything.

NPS 468

NPS Feedback Net Promoter Score B2C 468

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

APRIL 22, 2025

It adds context to the data, uncovering customer sentiment, intent, and pain points that quantitative metrics alone cant explainfueling more targeted optimization and data-driven decision-making. For example, a customer might complete a purchase or subscribe (boosting your conversion metrics), yet still feel dissatisfied with the experience.

Insights 195

Insights Net Promoter Score Metrics Social Media 195

eglobalis

APRIL 24, 2023

$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.

Brands 436

Brands Customer Experience Customer Relationships Measurement 436

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. What User Feedback Metrics Are Essential for a SaaS Company to Track? This metric provides an accurate portrayal of the long-term value of the average customer.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

eglobalis

OCTOBER 14, 2024

For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. Qualtrics XM Institute [link] Qualtrics provides certifications focused on experience management across various domains, including customer, employee, and brand experience.

Customer Experience 461

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 461

eglobalis

JANUARY 13, 2025

The AI system monitored real-time performance metrics, alerting technicians to potential issues before they escalated. A European luxury brand used AI-driven personalization to recommend complementary products during online shopping experiences, increasing average order values by 22%.

Marketing 422

Marketing E-support E Commerce Social Media 422

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. Truly loyal customers love your brand in every sense. A loyal customer is a valuable asset to your business.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 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

OCTOBER 25, 2024

It allows you to see your overall brand health and current reputation standing. How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics. 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 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? These tools are essential for understanding how your customers are talking about your brand.

Brands 284

Brands Management Multi-Channel Social Media 284

eglobalis

MARCH 13, 2025

Utilize Visual Dashboards : Create visual representations of CX metrics to effectively communicate progress and impact to leadership. Highlight Risk Mitigation : Discuss how a robust CX strategy can mitigate risks, such as customer churn and negative brand perception. Break transformation into manageable phases (e.g.,

Leadership 242

Leadership B2B B2C Net Promoter Score 242

InMoment XI

DECEMBER 6, 2024

Here are some of the main challenges of customer experience management outsourcing: Loss of Brand Voice : Outsourcing can sometimes lead to inconsistencies in how your brand communicates with customers, which might impact customer trust.

Customer Experience 195

Customer Experience Reference 2024 Download 195

InMoment XI

FEBRUARY 2, 2024

Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research. It helps the world’s top brands and enterprise organizations manage their social media efforts in one place.

Social Media 221

Social Media Brands Management 2008 221

InMoment XI

JANUARY 27, 2025

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. For that customer, your brand isnt just another apparel warehouseyoure their fashion consultant, style authority, and default choice for wardrobe-building.

Call Center 195

Call Center Contact Center Social Media Apparel 195

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? Why is Social Media Management Important?

Social Media 195

Social Media Management 2024 Multi-Channel 195

InMoment XI

SEPTEMBER 21, 2021

None of this is to say that metrics aren’t important, but companies should remember that they can only reveal so much about why customers may be experiencing an issue or even why they remain loyal to the brand. If your brand can offer experiences that are far more human, that’s far more valuable than achieving any high metric score.

Customer Relationships 433

Customer Relationships Net Promoter Score Customer Experience Effort Score 433

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. Its an important metric to track because it highlights the number of customers leaving you. Another benefit of educating your customers is brand credibility.

2024 195

2024 ROI Net Promoter Score Multi-Channel 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

JULY 14, 2022

And while they faced an immense challenge, the retail leader also saw an opportunity to emerge into a post-COVID world equipped with reliable data that would revitalize its customer experience, improve customer retention, and solidify brand loyalty. That’s when they turned to their team at InMoment. The Impact.

Feedback 397

Feedback Retail Metrics Customer Retention 397

C3Centricity

APRIL 19, 2025

As we navigate through 2025, the consumer landscape continues to shift at an unprecedented pace, challenging CPG brands to move beyond reactive strategies and embrace a truly consumer-centric approach. This multisensory approach has driven a 42% increase in brand advocacy among first-time visitors.

Consumers 62

Consumers Loyalty Brands 2025 62

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Advocacy : They recommend your product or service to others, effectively becoming ambassadors for your brand. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

InMoment XI

MAY 17, 2024

In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX) were discussed. Ready to explore the full discussion on securing brand loyalty in the third wave of CX?

Loyalty 195

Loyalty Brands Net Promoter Score Omnichannel 195

eglobalis

JUNE 27, 2024

The discrepancy between what is promised and what is delivered can deeply impact brands negatively. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 467

Customer Experience Customer Centricity Net Promoter Score Government 467

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation. How did you hear about our company?

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. It enables you to boost your brand reputation. InMoment’s brand reputation management tools help track customer sentiment in real time and identify new areas for improvement.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Interactions

APRIL 15, 2025

If your brand makes customers jump through hoops to resolve an issue, they wont just be frustrated, theyll leave. The easier a company makes it to get help, the more likely customers are to stay loyal and recommend the brand. In todays hyper-competitive business landscape, customers expect seamless and frictionless experiences.

Effort Score 62

Effort Score Metrics Contact Center Measurement 62

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. Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Each of the above examples includes CX metrics you may choose to track.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

InMoment XI

FEBRUARY 3, 2025

With clearer insights into how users in each specific location are responding, brands can target them with ever more personalized marketing. Highly market-tested, million-dollar commercials fall flat or even negatively impact a brand based on, well, vibes. This may also vary depending on what youre selling and who your customers are.

Social Media 195

Social Media Events Call Center Multi-Channel 195

InMoment XI

JULY 12, 2022

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. This strengthens brand connection and creates a customer-centric culture.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397