InMoment XI

OCTOBER 29, 2024

Focus on effective communication. Build a community around your offerings. 94% of customers will spend more with businesses that offer their preferred mode of communication to contact customer service. Focus on Effective Communication Good communication builds trust and strengthens relationships. Express gratitude.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty.

Social Media 195

Social Media Marketing 2023 Advertising 195

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Why Is Customer Behavior Analysis Important Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

NOVEMBER 22, 2024

It helps you collect and integrate customer data from every relevant source to avoid missing out on crucial information. As a result of its personalized, two-way communication, this method helps collect insightful feedback. Qualitative feedback provides the necessary information to better understand customer needs and expectations.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

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. They integrate with apps, websites, and social media to provide a consistent customer experience across all channels.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing. As AI evolves, chatbots will become better.”

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. Effective communication ensures everyone understands and is committed to the CX vision.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

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

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. It's about building real connections and driving strong social media engagement.

Social Media 52

Social Media Hotels Marketing Travel 52

BirdEye

DECEMBER 28, 2024

Social media management has become increasingly challenging with evolving algorithms, shifting audience behavior, and ever-changing best practices. However, these challenges only compound for enterprises looking to expand their digital footprint across social media platforms. Lets explore these benefits in detail.

Social Media 52

Social Media 2025 Management Multi-Channel 52

InMoment XI

OCTOBER 17, 2024

A customer feedback questionnaire is a set of structured questions that aims to collect information from customers about their experience, opinions, and thoughts about your product or service. It will also help inform strategy on which improvements to make based on potential impact on customer experience.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

AUGUST 20, 2024

This involves online reputation management practices such as managing platforms such as review sites, legal directories, and social media. When potential clients search for legal services online, they often read Google reviews , visit attorney websites, and browse social media profiles before making a decision.

Management 369

Management Social Media 2024 Download 369

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. For example, a subscription that ends without renewal or communication from the subscriber. It informs effective marketing strategy. This can include CRM data, social media, call center logs, service requests, and chat messages.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Thematic

MARCH 30, 2025

more likely to have real-time access to product and customer information. By analyzing real-time social media and support tickets, the airline can detect rising frustration. Context-Aware Personalization: Tailor communications using history, behavior, and sentiment in one place. High-performing teams are 1.8x

Information 62

Information Insights Customer Service Airlines 62

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. Because they have 75 unique social media accounts across Facebook, Instagram, and Twitter, they must tailor all of their content to match each local audience’s specific needs and preferences.

Social Media 116

Social Media Management Brands Communication 116

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. Life insurance customer experience : Life insurance customers need clear, simple communication about policy terms. They appreciate proactive communication on potential risks like weather hazards. This expectation stems from a need for convenience.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

DECEMBER 6, 2024

These providers manage interactions across various channels, including customer support, social media, live chat, email, and technical support. Communication Barriers : Language and cultural differences can pose challenges, especially when working with offshore providers. What Is a Full-Service Customer Experience Solution?

Customer Experience 195

Customer Experience Reference 2024 Download 195

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. Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

FEBRUARY 3, 2025

Businesses can use this rich data to inform their decision-making, refine their marketing strategies, and balance resource allocation in response to hard numbersnot just vibes. For example, say a community discusses an upcoming neighborhood-wide event on social media.

Social Media 195

Social Media Events Call Center Multi-Channel 195

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. Use surveys and social media monitoring to capture insights into customer experiences. 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

GetFeedback

JANUARY 19, 2020

Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Winning CX initiatives use text and social media at least 80% of the time, compared to half of those in a Developing stage. Posts and comments on social media. Customer service agent notes and messages.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InMoment XI

OCTOBER 23, 2024

Proactively communicate with customers. Regular communication helps build trust and keeps customers engaged with your services. Offer 24/7 customer service across multiple channels, including mobile apps, social media, chatbots, and live chat. This will make it easier for users to navigate.

Banking 195

Banking Customer Experience Financial Touchpoint 195

ShepHyken

OCTOBER 27, 2024

My Comment: I like this article, which shares some of the big trends in customer service and CX, tells us why and then suggests what we might do with the information. My Comment: It’s been “a minute” (actually quite a while) since I covered the topic of how to respond to customers’ negative comments on social media.

Article 79

Article Customer Service Social Media 2024 79

CSM Magazine

JANUARY 13, 2025

Balancing clear, effective communication with the need to protect sensitive data is a constant challenge. Why the Communication-Security Balance Matters Secure and seamless communication is the backbone of any successful customer service team. What happens?

Communication 52

Communication Customer Service Omnichannel Multi-Channel 52

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

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

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. For instance, a company’s operating profit number is useless without additional metrics and other supporting information.

NPS 456

NPS Feedback Net Promoter Score B2C 456

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. With this information, you can improve your customer experience and eliminate pain points. This type of journey map helps you understand what motivates a consumer at each stage, their questions, and the information they seek.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

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

TechSee

DECEMBER 11, 2024

Prediction 1: Generative AI Will Redefine Service Forecast : Generative AI was poised to revolutionize customer interactions by enabling hyper-personalized, context-aware communication. Experts anticipated AI-driven automation would reduce agent workloads, enhance efficiency, and offer superior customer experiences. Outcome : Mixed accuracy.

2024 109

2024 2025 Omnichannel Social Media 109

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. The complaints were offered via social media publicly or came through the generic “Contact Us” form on their web site. How do those line up with what information we want to know?

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

InMoment XI

NOVEMBER 30, 2023

Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. Google Alerts, social media monitoring tools, and specialized software can help you stay informed. Monitoring and managing online reviews, social media mentions, and search engine results are critical.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

JULY 22, 2024

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. Manually sorting through this avalanche of information is just not possible.

Banking 195

Banking Feedback Social Media Call Center 195

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

OCTOBER 26, 2022

Whether it be surveys , review sites , or social media. The information you receive from customers needs to be shared with all other departments and teams, not siloed in different departments, otherwise, you could be sitting on insights that could make a huge difference in your bottomline.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

ShepHyken

MARCH 17, 2025

How do unifying communication channels improve the efficiency of customer support? Why is it essential for businesses to consider customer communication preferences when designing support systems? Businesses provide AI with specific instructions and information, allowing it to respond correctly to customer inquiries.

Customer Service 79

Customer Service Social Media Communication Interaction 79