InMoment XI

NOVEMBER 7, 2024

Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives. What is Customer Experience Automation? This enables more relevant and targeted communication.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? This often stems from poor internal communication, outdated technology, or inefficient processes. Improving the entire customer experience can be difficult when only focusing on one stage or aspect.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. What Is Digital Experience?

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

NOVEMBER 18, 2024

By identifying specific customer preferences—such as preferred products, content types, or communication channels—you can tailor marketing messages, recommendations, and services to each customer’s needs. Improved Customer Retention It is no secret that retaining customers is more cost-effective than acquiring new ones.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

InMoment XI

OCTOBER 29, 2024

Customers are loyal to experiences that save their time, make them feel valued, and satisfy their needs. The following aspects contribute to experiences that drive loyalty: Consistency : Customers expect reliable service and product quality whenever they interact with your business. Keep evolving to meet changing customer needs.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

TechSee

NOVEMBER 27, 2024

When customers interact with a company, their expectations revolve around receiving prompt, attentive, and tailored communication. Fulfilling these expectations is crucial for businesses seeking to thrive in the current competitive landscape. Train employees to anticipate and meet customer needs proactively.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

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 Now, how do you select which operational metrics you display on your dashboard?

Telecommunications 345

Telecommunications Customer Journey Mapping Metrics Touchpoint 345

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Which communication channels do these personas prefer? What demographic or psychographic information could enhance these customer personas?

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

InMoment XI

MAY 3, 2022

Another important thing to consider when listening to the Voice of Customer is when your CX team is listening along the customer journey. So think about the different touchpoints that pose potential for valuable CX data. In our 2022 Experience Trends Report we discovered that Gen Z customers and employees in the U.S.

Insurance 370

Insurance Return on Investment Voice of Customer ROI 370

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. The responses to this question will help you understand if you’re targeting the right customers with your pricing model.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

MAY 10, 2022

If you design your store to provide an appealing experience, customers will be more likely to visit your store as an activity or a destination. Customers expect stores to be well-stocked with high-quality merchandise. Step #4: Marketing and Communication. Your store should be clean, attractive, and easy to navigate.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

InMoment XI

OCTOBER 25, 2024

Customers expect an empathetic reply to their feedback instead of something that feels automated. It’s important to deliver a consistently positive customer experience across all touchpoints. From the food quality to service and ambiance, each aspect of your restaurant should satisfy customer expectations.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

DECEMBER 10, 2024

To see what this can look like in action, read this customer story to learn how this large Telecommunications organization parted with InMoment to identify the root cause of customer churn and identified $6 million in at-risk revenue ! Use surveys and social media monitoring to capture insights into customer experiences.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. On top of that, they must obtain a clear mandate and buy-in from their C-suite sponsors.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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

Experience Investigators by 360Connext

MAY 20, 2015

The most committed organizations conduct customer journey mapping on a regular basis to keep up with the change of not only their organizations but the ever-shifting marketplace and evolving customer expectations. Contact us to start a living customer journey map. Touchpoint Inventory.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Retently

OCTOBER 23, 2024

Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. 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

eglobalis

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 453

NPS Feedback Net Promoter Score B2C 453

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. Passive churn occurs when customers don’t explicitly cancel their service. For example, a subscription that ends without renewal or communication from the subscriber. However, they haven’t attempted to renew it either.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

GetFeedback

JULY 24, 2018

We tend to agree with this Harvard Business Review assessment , which emphasizes that customer experience doesn’t begin or end with one business function. It’s the sum of all touchpoints and interactions that occur throughout a customer’s relationship with your brand, including the pre-sale period.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

Experience Investigators by 360Connext

OCTOBER 27, 2020

The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. How will you close the loop with the customer? Who is responsible?

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

InMoment XI

JUNE 27, 2023

At its core, a voice of the customer (VoC) surveys captures customers’ expectations, preferences, and aversions toward products, services, or your company in general. A VoC survey involves gathering both quantitative and qualitative feedback from customers about their various touchpoints with a company.

Customer Satisfaction 293

Customer Satisfaction Touchpoint Feedback Customers 293

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. However, most employees do not hear much about customers’ realities, experiences, and expectations.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

GetFeedback

SEPTEMBER 20, 2019

Still, NPS is quite popular in executive circles because it’s easy to understand and communicate the concept of increasing advocacy. Relationship surveys are typically conducted at least annually to get an overall assessment of how customers perceive the organization and the products, services, and support delivered. Get the Guide.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

GetFeedback

JANUARY 12, 2020

airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. Customer touchpoints vs. journeys. Let’s take a deeper look at customer experiences by distinguishing between touchpoints and a journey.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond. How are their questions answered?

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

ShepHyken

DECEMBER 17, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies integrate their sales and support teams to enhance customer interactions? How can small businesses enhance customer support after a sale? What are the benefits of a customer advisory board?

Chief Customer Officer 62

Chief Customer Officer Social Media Customer Relationship Management Touchpoint 62

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. If you think of ecommerce as a well-oiled machine, the CX Manager is the grease that keeps everything running smoothly between: Customers Understanding their feedback, frustrations, and expectations.

Management 115

Management Customer Experience Roadmap NPS 115

BirdEye

JUNE 29, 2023

Effective customer communication is vital for the success of any business. Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service. Table of contents What does customer communication mean?

Communication 97

Communication Social Media Customers Touchpoint 97

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. They would own the strategy, be a senior influencer across the business, and provide executive level communications.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

OCTOBER 12, 2023

They should be strategies that deliver the seamless, convenient, and efficient interactions with brands that customers expect. Omnichannel contact center solutions enable businesses to deliver a consistent brand experience across all customer touchpoints. This consistency helps to reinforce brand loyalty and trust.

Contact Center 195

Contact Center Omnichannel Customer Experience Social Media 195

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

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 Now, how do you select which operational metrics you display on your dashboard? CX #VoC #CXDesign.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

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 Now, how do you select which operational metrics you display on your dashboard? CX #VoC #CXDesign.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

GetFeedback

JULY 19, 2019

Listening to and analyzing customer feedback is crucial to ensure businesses meet or are able to exceed ever-growing customer expectations. Those expectations are high: More than three out of four customers expect companies to understand their needs and expectations. And, let’s be very clear.

Social Media 262

Social Media Webinar Feedback Books 262