Second to None

JULY 5, 2024

In the current economic landscape, consumer spending patterns have undergone a significant transformation. These have led to a softening of consumer spending. This means inflation is rising faster than spending, indicating pressures on consumers. Consumers are now more careful and selective with their spending.

Consumers 71

Consumers Social Media Omnichannel Touchpoint 71

Second to None

JULY 5, 2024

In the current economic landscape, consumer spending patterns have undergone a significant transformation. These have led to a softening of consumer spending. This means inflation is rising faster than spending, indicating pressures on consumers. Consumers are now more careful and selective with their spending.

Consumers 62

Consumers Social Media Touchpoint Customer Centricity 62

Second to None

JULY 5, 2024

In the current economic landscape, consumer spending patterns have undergone a significant transformation. These have led to a softening of consumer spending. This means inflation is rising faster than spending, indicating pressures on consumers. Consumers are now more careful and selective with their spending.

Consumers 62

Consumers Social Media Omnichannel Touchpoint 62

Maru Group

AUGUST 27, 2024

The Financial Conduct Authority’s (FCA) ‘Consumer Duty’ regulations landed with a ‘thud’ on the desk of many research and customer teams last year - and along with it came no shortage of changes and improvements for companies to make to ensure that their financial products and customer messaging is compliant with FCA standards.

Consumers 52

Consumers Financial 2023 Communication 52

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

APRIL 25, 2024

Did you know that over half of financial services consumers say they have low trust in their provider? And, of those consumers, only 34% of them would recommend their brand to friends and family. Since finances are such a personal part of our lives, consumers in the industry are the most withholding of their trust.

Financial 195

Financial Management Banking Insurance 195

InMoment XI

OCTOBER 8, 2024

Improving customer experience will also result in increased brand equity , which is a key determining factor in what organizations consumers choose to give their business to. Stronger Competitive Advantage In competitive industries, customer experience is often a key differentiating factor.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

InMoment XI

NOVEMBER 13, 2024

It informs effective marketing strategy. It provides a competitive advantage. With effective customer experience management , you can re-engage customers who might otherwise be lost to your competition. Regular testing and refinement are time-consuming but crucial for improving model accuracy.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. The Importance of Customer Engagement Platforms Today, 70% of consumers expect a response from a customer service team within the same day.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

FEBRUARY 5, 2024

Whether you operate in retail, financial services, insurance, or any other industry, consumers will not purchase your product or services if you have poor Google business reviews. Consumer Trust: Positive reviews build trust and confidence in a business, while negative reviews may lead potential customers to reconsider.

Competitive Advantage 195

Competitive Advantage 2024 Consumers Feedback 195

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 195

Hospitality Call Center Retail NPS 195

C3Centricity

MARCH 12, 2024

What is the cornerstone of sustainable growth and competitive advantage today? Because consumer behaviour has evolved. Today’s consumers are inundated with choices and information, making them more selective about where they direct their attention and loyalty. So why has this become even more challenging?

Customer Engagement 114

Customer Engagement Engagement Competitive Advantage Entertainment 114

Kustomer

OCTOBER 2, 2020

In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important. It’s not just about delivering on consumer expectations ?— it’s about exceeding their anticipated desires to drive loyalty.

Consumers 61

Consumers Retail E-support Competitive Advantage 61

InMoment XI

JUNE 13, 2024

By transforming unstructured text data into valuable information, text mining enables businesses to uncover hidden trends, sentiments, and relationships within the data. This process is crucial for making informed decisions, enhancing the customer experience , and maintaining a competitive edge. What is Text Mining?

Social Media 195

Social Media Document Contact Center Insights 195

InMoment XI

MARCH 5, 2024

Unstructured data refers to information that doesn’t have a predefined data model or isn’t organized in a structured manner like traditional databases. Customer reviews can either elevate your brand by increasing consumer trust and brand reputation, or they can deter potential customers away from your business.

Customer Experience 195

Customer Experience Social Media Innovation Competitive Advantage 195

InMoment XI

FEBRUARY 6, 2024

According to research: 47% of consumers reach out to brands on social because they have a product or service question. Social media is vital for its ability to connect companies with their target audience, enhance brand visibility, facilitate engagement, and provide valuable data for informed decision-making.

Social Media 195

Social Media Marketing 2023 Advertising 195

Qualtrics

JULY 2, 2020

When COVID-19 hit traditional consumer engagement channels, media consumption habits, and values and priorities changed forever. Speed to regular insights is fundamental in our new reality and a big competitive advantage. From the data collected we can see that while consumer habits haven’t changed, their priorities have.

Competitive Advantage 26

Competitive Advantage Brands Insights Consumers 26

InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. This agility ensures that businesses remain competitive and stay ahead in the fast-paced and ever-changing marketplace.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

InMoment XI

FEBRUARY 23, 2024

Market segmentation is a research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimize business practices, products, and experiences. This segmentation recognizes that consumers’ needs, preferences, and behaviors may vary depending on where they live.

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. It gives restaurants a competitive advantage. This is because platforms like Facebook and Instagram host a ton of content from influencers and regular consumers alike.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

FEBRUARY 8, 2024

Competitive Advantage Organizations that optimize their contact centers are better positioned to differentiate themselves in the market by delivering superior customer service. This can contribute to a competitive advantage and increased customer loyalty.

Contact Center 195

Contact Center Multi-Channel Social Media Competitive Advantage 195

InMoment XI

SEPTEMBER 5, 2024

Did you know that over 70% of consumers expect personalized communications and tailored products/services from companies they buy from? Voice of the Customer (VoC) is the process of gathering information regarding what customers think and feel about their experiences with a business. What is Voice of the Customer?

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

CSM Magazine

OCTOBER 24, 2024

As UK retailers’ adoption of AI becomes increasingly ubiquitous, use cases of automation within retail operations continue to expand at pace to reflect both consumer demands for AI in shopping journeys as well as the need to drive operational efficiencies within businesses. Gen AI for marketing content – 33% 3.

2025 52

2025 Roadmap Retail 2024 52

SurveySparrow

APRIL 28, 2023

As a business owner or marketer, it’s essential to understand the psychology behind consumer buying behavior. Understanding consumer behavior is crucial for businesses to create effective marketing strategies that appeal to potential customers and lead to increased sales.

Consumers 52

Consumers E Commerce Advertising Social Media 52

ShepHyken

JUNE 17, 2024

But with Gen Alpha just around the corner, Yasmin Burchill and Mike Wickham of Impression take a look at how best to connect with young consumers. This article has three simple tips on how to connect and attract young consumers. My Comment: Marketing and CX go hand-in-hand with each other.

2024 86

2024 Article Magazine Customer Service 86

Second to None

JULY 12, 2018

Consumer recommendations serve as one of the most powerful tools available to any brand. In the past two decades, the Net Promoter Score metric has served as a data point for these consumer recommendations , allowing your brand to easily understand its performance compared to industry competitors.

Consumers 54

Consumers Customer Experience Net Promoter Score NPS 54

NetBase

JUNE 10, 2019

As a result, strategy needs to be equally versatile to capture insight in real-time, including: Consumer behavior (what they’re buying, doing, attending and potential relevance/collaboration opportunities). Consumer preferences (unmet needs, or just areas to pay closer attention to over others in the moment). Let’s break down a bit.

Social Media 43

Social Media Information Insights Competitive Advantage 43

TechSee

OCTOBER 9, 2018

Millennial consumer attributes. According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 More than 60% of Millennials say they understand information faster when it’s communicated visually. She’s a Millennial.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. billion per year due to avoidable consumer switching. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Magellan Solutions

APRIL 19, 2023

In 2022, the State of the Connected Customer surveyed almost 17,000 consumers globally and reported that 88% of them consider the experience a business offers to be as vital as its products and services. According to PWC’s research, 86% of consumers are willing to pay more to get a superior experience.

Insurance 98

Insurance Customer Service Competitive Advantage Exceptional Customer Service 98

Interactions

SEPTEMBER 19, 2024

Today’s consumers expect fast, accurate, and personalized interactions, whether they’re engaging with a brand via phone, chat, or digital assistants. For companies operating in highly competitive industries, staying on top of these rapid changes is not just a competitive advantage—it’s a necessity.

Customer Service 62

Customer Service Insurance Competitive Advantage Call Center 62

Kustomer

JUNE 5, 2023

Consumer expectations have completely transformed during the pandemic, and the labor shortage means service teams need to do more with less. A simple tool your business can begin using quickly and easily to help combat this issue and gain a competitive edge is live chat. With live chat, agents can manage multiple conversations at once.

Customer Experience 96

Customer Experience Competitive Advantage Customer Satisfaction Communication 96

CSM Magazine

NOVEMBER 4, 2024

Translating one’s product information and customer service into various languages, especially languages ​​spoken by their customers, has the advantage of alleviating language barriers and enhancing what can otherwise be a ‘cold’ transaction into a personalized customer experience.

Customer Experience 52

Customer Experience 2030 Culture Competitive Advantage 52

PeopleMetrics

MAY 2, 2024

These panels are ready whenever you need them to do market research to inform decision making. Simplified Research Process Setting up new market research studies can often be complex and time-consuming. This means you can monitor trends, track changes, and make informed decisions.

Competitive Advantage 71

Competitive Advantage B2B Customers Insights 71

InMoment XI

APRIL 3, 2024

It sets the tone for the entire company/consumer relationship. 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. It is common for consumers to switch channels multiple times throughout the course of an interaction.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

TechSee

MARCH 17, 2021

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. It’s the same old song and dance, which is probably why the telecom industry consistently ranks as one of the most hated by consumers. Augmented Reality. Computer Vision.

Wireless 164

Wireless Competitive Advantage Consumers Technology 164

BirdEye

AUGUST 12, 2024

Consumers rely on online reviews to make informed decisions about everything from where to eat to which doctor to see. The Washington State Attorney General’s Office accused the surgeon of violating the Consumer Protection Act by engaging in a practice known as review gating. Dr. Javad Sajan was a master manipulator.

Consumers 59

Consumers Feedback Competitive Advantage Customer Satisfaction 59