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

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

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

eglobalis

JULY 25, 2024

Influencers and Thought Leaders in CX In Europe, the landscape of CX thought leadership and practical application presents unique challenges. Numerous individuals claim expertise based on one or two projects or by adopting established models like McKinsey’s, operational CX model, presenting their work as original.

Customer Experience 488

Customer Experience Innovation Customer Centricity Culture 488

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Big brands—ones with significant human and financial resources—remain ahead of the game.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

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. Qualtrics Known for its experience management platform, Qualtrics enables businesses to collect and analyze customer, employee, product, and brand experience data.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. This erodes trust between the brand and the customer.

Automotive 472

Automotive Loyalty Return on Investment Transportation 472

InMoment XI

OCTOBER 26, 2021

Reporting frequency preferences vary wildly between brands, but understanding those preferences is crucial to winning—and maintaining—that support! Once you determine how frequently your executives want reports, it’s vital to press that advantage by figuring out how best to present them. Powerful stuff for your next presentation!

Presentation 368

Presentation Connections Brands Insights 368

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

Experience Investigators by 360Connext

OCTOBER 5, 2021

Storyboards and storytelling can be very helpful if you have an opportunity to present findings. . Customers will say a lot about your brand, but you have to be listening in the right places. Create a “lunch and learn” presentation about the customer’s journey or offer a roundtable discussion so everyone can engage.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. And they also answered a few questions from CX professionals throughout the presentation. Your brand can take these lessons into the next year to drive more growth and success for your experience program.

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

InMoment XI

JANUARY 6, 2022

Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives. . At the same time, though, brands need to be mindful that behavioral reporting can be skewed. If your brand is in a good place right now (i.e.,

White Paper 370

White Paper Rewards Programs Feedback Presentation 370

InMoment XI

OCTOBER 14, 2024

You have to remember that your customers interact with your brand to achieve their own specific goals. Negative Brand Equity Moreover, dissatisfied customers who feel like the business is simply collecting feedback for its own sake without acting on it are likely to become less loyal over time.

2024 195

2024 Hospitality Feedback Healthcare 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.

Banking 195

Banking Customer Experience Financial Touchpoint 195

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. Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. What is Customer Journey Mapping?

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

JUNE 2, 2022

It’s no secret that customer onboarding is one of the most crucial (and oftentimes challenging) stages in a customer’s journey with your brand. There are several reasons a lot of brands have mediocre or subpar customer onboarding; one of the biggest is because they don’t design their onboarding surveys with the end in mind.

Presentation 397

Presentation Feedback Customers Insights 397

Experience Investigators by 360Connext

AUGUST 3, 2021

They are communicating directly with customers and presenting to leaders. Social listening is an industry buzzword, but it describes a very simple concept: monitoring social media and the web as a whole for mentions of your brand. But there’s one very common, very critical component of social listening that many brands overlook….

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Looking ahead, 2025 presents exciting opportunities to refine and expand these innovations.

2024 109

2024 2025 Omnichannel Social Media 109

InMoment XI

APRIL 18, 2022

With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? They are told that the holiday presents they receive will come courtesy of Santa (and Ms.) These perceived shortcomings can be reversed. Uncover the Impact.

Article 418

Article Employee Experience Culture Connections 418

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. Loyal customers are also more likely to recommend the business to others.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

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. These tools help in addressing customer issues promptly and maintaining a positive brand image, which is crucial for customer retention.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

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. . #3:

Customer Experience 397

Customer Experience Culture Workshop Events 397

InMoment XI

FEBRUARY 24, 2022

To help your brand along, here are three essential tips to close the gap between the C-Suite and CX teams. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? When you’re presenting a business case, the goal shouldn’t be complexity. Tip #1: Break Down Metrics.

ROI 370

ROI Metrics Presentation Webinar 370

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

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

JUNE 12, 2019

The short answer: Customer experience (CX) is a term used to define all interactions that a customer has with your brand. I want to emphasize that the term customer experience encompasses all interactions, across all touchpoints of a customer’s journey and relationship with your brand. Let’s get started.

User Experience 329

User Experience Customer Experience Reference Interaction 329

eglobalis

JULY 2, 2024

B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. I hope this makes sense, and if not, I am interested to hear your thoughts. In the end, why do we talk so much about NPS?

NPS 453

NPS Feedback Net Promoter Score B2C 453

InMoment XI

FEBRUARY 1, 2022

Before you answer this question, let us present you with a few facts. Even worse, it can even cause over-surveyed customers to have a negative perception of your brand. . Branded chatbots are also growing in popularity. Customer experience surveys have served us well when it comes to collecting customer feedback data.

Customer Experience 396

Customer Experience Social Media Customer Relationship Management Feedback 396

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

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

CloudCherry

JULY 10, 2019

Sometimes, you may not even realize how elements of customer service are present in the most basic user interactions. You will also have access to what other customers are saying about the product, and from these reviews, you can gauge how well-received/trustworthy the brand is. They can also be seen posting reviews and grievances.

Customer Service 231

Customer Service Customer Experience E Commerce E-support 231

InMoment XI

JULY 13, 2023

By embracing a mindset of adaptability and remaining attuned to shifting customer expectations and regulatory landscapes, organisations will be best able to meet the challenges and seize the opportunities presented by the act. What Are the Biggest Changes That You Have Made Towards Identifying Risk Amongst Your Customers?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. Consumers seek brands that can make the digital experience feel human, immediate, and relevant.

2025 108

2025 Consumers Competitive Advantage 2024 108

BirdEye

DECEMBER 26, 2023

But this can change if your business actively measures brand salience and takes steps to improve it. This blog post is the ultimate guide on brand salience and helps you grow your brand by measuring this important metric. Table of contents What is brand salience? Table of contents What is brand salience?

Brands 105

Brands Social Media Competitive Advantage Measurement 105

Experience Investigators by 360Connext

AUGUST 17, 2021

“And I sent Customer X a set of branded golf balls with a handwritten note, just to say thanks for your patience.”. For example, part of the overall success statement is focused on “improving our brand reputation, leading to more customer referrals.” Celebrate the progress along the way to keep building momentum.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

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

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