InMoment XI

AUGUST 22, 2024

The consumer market is evolving – as an example, GenZ is looking for a more self-service, seamless solution – if you aren’t leveraging data to evolve those experiences, you are missing out. Ensure Accountability : In today’s landscape, consumer trust and accountability are key.

Consumers 150

Consumers Omnichannel Competitive Advantage Social Media 150

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

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Did you know that social media is the number one discovery channel for products?

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

GetFeedback

JANUARY 19, 2020

Winning (25%): “outcomes can be quantified” or “created a competitive advantage.”. Notice that this sample map is for “Jane,” a consumer looking for a health plan. One of the key things about a real journey map, as opposed to a process map, is information about how the customer perceives their interactions. purchasing).

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InMoment XI

NOVEMBER 21, 2024

It enables informed decision-making for CX teams. It informs product improvement strategy. It gives you a competitive advantage. Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

MAY 31, 2022

Of these three, understanding customers’ emotions shouldn’t be given short shrift: 69% of consumers say that emotions count for over half their experiences. Clearly, both types of charts can hold a lot of widely-varying information. Chart : Works best when you have touchpoints that meander in a nonlinear fashion.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

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

BirdEye

AUGUST 28, 2020

3 reasons why customer feedback is your competitive advantage. Studies show that a stunning 92% of consumers consult reviews before making a purchase decision. According to Bazaarvoice , 41% of consumers say that when they see brands replying to reviews, they believe the company really cares about their customers.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

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

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

CSM Magazine

DECEMBER 3, 2024

For example, e-commerce platforms are utilizing AI driven recommendation systems to boost sales through personalized product recommendations while the healthcare sector is transforming processes by analyzing medical information with the help of AI technology. Intelligence can examine data on consumer behavior: however.

Competitive Advantage 52

Competitive Advantage Consulting E Commerce E-support 52

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

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

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

Alida

FEBRUARY 1, 2017

Consumer expectations are high. Wunderman’s research reiterates that consumers want more from the companies they do business with. According to the study, 79 percent of consumers in the U.S. Understand the values of your consumers. consumers feel more loyal to brands that demonstrate an understanding of their needs.

E-support 159

E-support Competitive Advantage Touchpoint Consumers 159

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 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 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

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

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

Alida

JANUARY 18, 2017

Improving the experience, starting the moment when a consumer decides to buy a car, is key. To complicate matters, vehicle information—packages, pricing and inventory, for example—are often inconsistent across different sites. . Pricing is tricky because consumers have conflicting attitudes regarding price negotiation.

Automotive 179

Automotive Retail Competitive Advantage Customer Satisfaction 179

TechSee

JULY 10, 2018

By shortening life cycle insurance claims and keeping claim processing costs under control, an insurance company can price its premiums competitively without sacrificing profitability. The Consumer Advantage. The Competition Advantage.

Insurance 153

Insurance Competitive Advantage Innovation Customer Satisfaction 153

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

TechSee

DECEMBER 3, 2024

These days, businesses know that top-notch customer service isn’t just a competitive advantage – it’s an expectation. There’s also a clear difference in ROI when automating simple informational tasks versus more complicated service interactions. Still, not all service challenges are the same.

Customer Experience 124

Customer Experience Virtual Agent Competitive Advantage Interaction 124

Alida

APRIL 4, 2017

As these examples show, investing in technologies that bridge offline and online experiences can provide a significant competitive advantage. While a disruptive new service such as Amazon Prime has the power to jolt customers out of old habits, the everyday decisions of most consumers are based on what worked in the past.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

BlueOcean

JULY 12, 2018

While this has been our viewpoint for years, it’s a realization that is finally taking the B2B world by storm, as more companies realize the competitive advantage a strategic partnership affords them. The idea that vendor relationships can no longer remain merely transactional is becoming more widespread.

Customer Care 185

Customer Care Contact Center Competitive Advantage B2B 185

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 118

Customer Engagement Engagement Competitive Advantage Entertainment 118

ShepHyken

JANUARY 8, 2021

H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. According to HubSpot, 90% of consumers argue that one channel alone is not enough in terms of customer service, instead preferring an omnichannel experience consisting of email, live chat, social media and contact centres.

E-support 149

E-support Omnichannel Competitive Advantage Customer Centricity 149

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

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Better Decision-Making Based on Data : Data-driven insights enable more informed decisions and strategies.

Insights 243

Insights E Commerce Customer Experience E-support 243

TechSee

SEPTEMBER 29, 2020

This is especially relevant in today’s customer-focused marketplace, where expectations are high, and customer service excellence has become a competitive advantage. Self-service options include informative hold messages, a robust FAQ section on the company website, and conversational AI assistants.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

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

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. This always-available model of service can provide a true competitive advantage in many industries and markets.

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

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

TechSee

DECEMBER 17, 2019

No longer dominated by monopolies, utilities have largely become commoditized, with very few competitive advantages to differentiate themselves in the marketplace. Customers are also more aware of the choices available to them and are fully capable of using this to their advantage. Utilities must reduce customer effort.

Customer Experience 136

Customer Experience Competitive Advantage Social Media 2019 136

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