InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Here are some best practices to improve B2B CX.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Experience Investigators by 360Connext

JULY 17, 2024

And those dashboards provide insights, for sure, but often lack connections between the customers who represent those numbers or the actions required to make real changes. It was easy to fix and those customers immediately engaged more with the communications they did receive. So my client and I came up with a plan.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

Experience Investigators by 360Connext

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You did this by formal and informal communication strategies.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Experience Investigators by 360Connext

DECEMBER 14, 2021

Communicate and support employees serving customers in bigger and more consistent ways. It also means considering how to inform customers about new rules or options. What do they need to know, hear and do to best communicate when things don’t go as planned? . It’s time to accept the “expected unexpected.” .

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. It’s important to set realistic timelines and communicate them clearly to customers. However, clear and consistent communication helps mitigate potential damage. Balancing urgency with thorough decision-making is key.

Feedback 460

Feedback ROI Innovation B2B 460

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so The information that goes into it will be determined by who will be consuming it. But take a step back. Executives will want the headlines.

Telecommunications 345

Telecommunications Customer Journey Mapping Metrics Touchpoint 345

InMoment XI

NOVEMBER 12, 2024

With these customer expectations in mind, having a robust social media monitoring strategy that helps you stay connected with your customers has never been more important for maintaining a positive customer experience. Furthermore, 76% of consumers are frustrated when they do not get personalized communication from a business.

Social Media 363

Social Media 2024 Metrics Brands 363

InMoment XI

OCTOBER 5, 2023

By fostering a culture of open communication, brands can tap into the collective expertise of their workforce and gain a deeper understanding of customer pain points, leading to more effective solutions. Having a lot of information is great, but in this day and age, having so much of it can make figuring out where to start difficult.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

Experience Investigators by 360Connext

AUGUST 3, 2021

They are designing customer feedback surveys and strategizing around the onboarding communications. They are communicating directly with customers and presenting to leaders. You will receive occasional emails with valuable information. We will never sell, share, or abuse your information. It IS a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

InMoment XI

AUGUST 24, 2022

There is so much more to communication than just the words we say. In fact, studies suggest that as much as 90% of communication is non-verbal. But it wasn’t until the advent of digital communication and big data mining that sentiment analysis became a viable business tool. Take sarcasm, for instance.

Definition 370

Definition Feedback Communication Social Media 370

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

ShepHyken

FEBRUARY 6, 2024

The topic is communication and transparency. I call this Rip the Band-Aid Off Communication. Let’s break this down: Swift Communication: When you must share bad news, communicate it quickly. Next time you deliver bad news, consider this style of communication. Connect with Shep on LinkedIn.

Communication 98

Communication Magazine Airlines Workshop 98

InMoment XI

JULY 18, 2022

Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. Once you are able to pinpoint where your customers are coming from, you can use it to inform your business decisions. If not, you need to be leveraging customer surveys to answer those questions.

Feedback 369

Feedback Culture Customers Customer Experience 369

InMoment XI

APRIL 26, 2022

If you’re still concerned about how best to connect to audiences you haven’t consistently talked to before, this is the section for you. Also, don’t forget: You need the right tool to collect feedback from all audiences as well as to disseminate that information to all members of your organization. Key 2: Engage All Audiences.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

CX Accelerator

APRIL 1, 2022

Tell me if any of these fears around the topic of transparency sound familiar: If I give the customer too much information, can they use it to sue our company? What if the customer posts the information I give them on social media and it goes viral? In some cases, the legal department may need to vet every communication that goes out.

Contact Center 266

Contact Center Communication Connections Customers 266

CloudCherry

JUNE 13, 2019

Usage of visual engagement tools helps lessen customer efforts, especially in finding out information on banking services. The clients’ needs for fast and efficient service are reevaluating the way banks handle their connections and communication with the client.

Banking 267

Banking Engagement Fashion Consumers 267

InMoment XI

JULY 22, 2024

In our hyper-connected world, tech outages and cybersecurity incidents have become an unfortunate reality. Whether it’s a supermarket where transactions are delayed, a bank with disrupted online services, or an airport where flight information systems go down, the frustration is real—and customers have little bandwidth for the inconvenience.

Banking 195

Banking Feedback Social Media Call Center 195

Experience Investigators by 360Connext

MARCH 8, 2021

We do this by creating custom learning paths for our clients, including virtual and live sessions, small group or individual coaching, and lots of communication to reinforce the topics we’re discussing. . How are those insights communicated to drive action? What incentives and rewards could be connected to CX outcomes.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

eglobalis

JANUARY 13, 2025

Elevating Cross-Channel Customer Engagement Seamless integration across communication channels is critical for consistent customer experiences. By consolidating communication channels, the company ensured that agents had a complete view of customer history, enabling more personalized responses.

Marketing 333

Marketing E-support E Commerce Social Media 333

InMoment XI

JULY 12, 2022

Ostensibly, the goal with this information is to give contact center agents the guidance needed to create Experience Improvement (XI) for customers, but do they have the time and wherewithal to actually sort through comments and data? This strengthens brand connection and creates a customer-centric culture. Let’s get started!

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

Experience Investigators by 360Connext

JANUARY 28, 2020

Look for ways to connect those dots first. Communicate. Then Communicate Again. Invest in storytelling and communication. Ask them if they need different information to lead their teams better. Communicate and then apply a closed-loop feedback cycle to ensure your actions are delivering what the audience needs.

2020 250

2020 Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

FEBRUARY 1, 2022

That’s why it’s up to CX leaders like you to share the right information with your CEO. . Both can be used to gain commitment from the C-Suite and can be leveraged as a way to communicate progress in an ongoing way. Better yet, ask your CEO to help lead communication around customer experience efforts in regular ways.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

InMoment XI

NOVEMBER 7, 2024

Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. Over 80% of CRM leaders say that AI and automation make customer communication more personalized. This enables more relevant and targeted communication.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

OCTOBER 29, 2024

For example, a sneaker brand releasing a new product line paying tribute to an iconic athlete would help it connect with nostalgic sports fans. Familiarity and nostalgia create a sense of connection that can strengthen customer relationships. Brand values: Customers connect with brands that reflect their own values.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

DECEMBER 18, 2024

71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. These insights ensure agents dont miss out on valuable information they can use to satisfy and retain clients. They provide a central platform for handling customer interactions across various channels.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

eglobalis

JULY 31, 2024

By automating these processes, businesses can maintain consistent and relevant communication, leading to higher conversion rates and improved customer satisfaction. By automating these processes with AI, businesses can maintain consistent and relevant communication, leading to higher conversion rates and improved customer satisfaction.

Customer Experience 341

Customer Experience Social Media 2024 B2B 341

Experience Investigators by 360Connext

NOVEMBER 7, 2023

The problem, however, is those efforts are wasted if the new connections don’t stick. Serotonin is a reminder that brands need to reinforce customer purchases and provide information or incentives that make the purchase more justifiable. And don’t be afraid to recognize the community at large. Customers expect (and deserve!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Experience Investigators by 360Connext

OCTOBER 3, 2023

Yet some of the most valuable information hides beyond typical survey results. If you want a more complete look at your customer experience, you need to augment survey findings with insights from your customer’s actual conversations and information they share online. And I’d bet your team is, too!)

Feedback 270

Feedback Social Media Hospitality Hotels 270

GetFeedback

FEBRUARY 12, 2019

This feature helps companies connect with modern customers on their favorite channel and collect even more customer experience data, giving them the insights they need to deliver great experiences and boost loyalty. In today’s world, customers are on the go and hyper-connected through their mobile devices.

Omnichannel 236

Omnichannel Transportation Demo Feedback 236

InMoment XI

NOVEMBER 30, 2023

Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

OCTOBER 24, 2024

They aim to convert leads to closed deals, identify the most successful business activities, and manage the communication between businesses and current customers. These integrations allow users to communicate directly with customers via comments and direct messages. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

MAY 4, 2023

In less-turbulent times, segmentation provides potential opportunity for growth, but in today’s challenging climate, it’s a necessity to strengthen your position and better connect with your customers. By leveraging segmentation, companies can make informed trade-offs, buffer budget cuts, and drive growth in the short and long term.

Customer Experience 221

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 221

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. consumers say they’d share more personal information with a company that offers a great experience. ( American Express ). American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

FEBRUARY 24, 2022

So how should a CX practitioner go about bridging that gap in communication? And eventually, how those metrics directly inform the important touchpoints in that journey. but the point is that storytelling connects humans together—and it can do the same with your customers and executives. Tip #2: Tell Stories.

ROI 370

ROI Metrics Presentation Webinar 370

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. This is why we have to continually connect to the business why. Use charts, graphs, and visualizations to communicate the data effectively.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

InMoment XI

OCTOBER 12, 2022

Voice of the Customer (VoC) is the process of gathering vital information regarding what customers think and feel about their experiences with a business. This information can then be used to adjust operations, inform marketing efforts, and help your organization create both short- and long-term Experience Improvement (XI).

Voice of Customer 221

Voice of Customer White Paper Marketing Definition 221

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195