Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. Take Instacart.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

InMoment XI

NOVEMBER 21, 2024

Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. For example, this analysis can reveal why a customer canceled their subscription to your service. As a result, you can increase your market share with this customer-centric approach.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 375

B2B Customer Experience Customer Centricity Omnichannel 375

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. To become a customer-centric organization, Stop No.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

InMoment XI

OCTOBER 29, 2024

Retaining such a customer might seem simple, but you’ll have to compromise on your pricing model. Convenience-loyal customers appreciate smooth and simple interactions. If you’re easy to find, contact, and buy from, they’ll become long-term consumers. Simplify Everything For Your Customers. Invest in loyalty programs.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

eglobalis

JULY 2, 2024

B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. European giants like Unilever and Siemens utilize NPS to gauge consumer sentiment and pinpoint areas for product line improvements.

NPS 453

NPS Feedback Net Promoter Score B2C 453

GetFeedback

MAY 9, 2019

That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. So when bad customer experiences happen, the news of it spreads on social channels and by word-of-mouth. Employee experience: Happy employees cultivate happy customers.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Alida

DECEMBER 9, 2016

It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers. It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint. Tap into the emotional side of the customer journey.

Customer Journey Mapping 224

Customer Journey Mapping Customer Journey Touchpoint Social Media 224

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

InMoment XI

NOVEMBER 13, 2024

Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. For example, different sources may record customer names in different formats. Regular testing and refinement are time-consuming but crucial for improving model accuracy.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Retently

OCTOBER 23, 2024

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. Taking the importance of collecting customer feedback out of the way, where do we start?

Retail 109

Retail NPS Touchpoint Feedback 109

InMoment XI

OCTOBER 14, 2024

Uncertainty over the impact of their responses was among the top four reasons cited by customers for abandoning their last survey. The Business Impact of Survey Fatigue Survey fatigue poses several challenges for businesses, making it difficult to capture valuable customer insights.

2024 195

2024 Hospitality Feedback Healthcare 195

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Management 115

Management Customer Experience Roadmap NPS 115

Maru Group

DECEMBER 13, 2022

Consumer Duty raises the bar of regulatory consumer protection in the financial services sector by shifting the regulation paradigm from a process-driven approach to one based on customer outcomes. What are the Consumer Duty outcomes? By Steve Brockway Maru/Matchbox | December 2022.

Consumers 84

Consumers Net Promoter Score Touchpoint Financial 84

InMoment XI

OCTOBER 9, 2024

Tools like InMoment’s Survey Builder enable customized survey design to help you capture customer insights easily and quickly while reducing survey fatigue. Ask your customers relevant and impactful questions. Leverage interactions with customers via live chat. Monitor social media comments and reviews.

Feedback 195

Feedback Social Media B2C 2024 195

Lumoa

FEBRUARY 9, 2023

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. More on customer experience if you’re curious: Complete guide: how to improve customer experience , What is customer experience (CX)?

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

InMoment XI

MARCH 21, 2025

Conversational intelligence insights are findings derived from assessing customer conversations with or about your brand. These insights can help you understand customer intent, sentiment, and engagement patterns, improving decision-making, brand-customer communication, and overall customer experiences.

Insights 195

Insights Sales Interaction Metrics 195

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 195

Retail Customer Experience Social Media NPS 195

Optimove

NOVEMBER 26, 2024

In fact, according to the Optimove Insights Report on Consumer Shopping Intentions for Holiday 2024, email is the preferred channel selected by 59% of respondents. Phase 2 (Multi-Channel Expansion): Gradually integrate other channels once email touchpoints show measurable success. Map these insights to other channels (e.g.,

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

InMoment XI

SEPTEMBER 19, 2024

End-to-End Customer Experience vs Customer Journey The difference between end-to-end customer experience and the customer journey is that one of them is business-focused while the other is customer-focused. The customer journey maps out the path a customer takes and focuses on individual touchpoints.

Customer Experience 195

Customer Experience Customer Journey Mapping Social Media 2024 195

BirdEye

MARCH 3, 2025

You can also send a customized email with a special offer or a reminder to complete your purchase. Multiple touchpoints are often needed to build a relationship and secure meetings. Understand your customer journey Begin by mapping out customer interactions across both online and offline touchpoints.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

BirdEye

MARCH 3, 2025

You can also send a customized email with a special offer or a reminder to complete your purchase. Multiple touchpoints are often needed to build a relationship and secure meetings. Understand your customer journey Begin by mapping out customer interactions across both online and offline touchpoints.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

delighted

OCTOBER 22, 2024

But while ecommerce has made retail purchases more accessible, it has also disrupted the traditional, linear, retail buyer’s journey and has transformed it into a more complicated series of customer touchpoints. Mapping these touchpoints is crucial to understanding the ecommerce customer journey – and improving customer experiences.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Social Media Net Promoter Score 52

Bold360

FEBRUARY 1, 2017

In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. And that’s where the numbers that undergird customer insights are something like those children’s art projects. But what exactly is meant by customer insights?

Customer Insights 65

Customer Insights Insights Customer Experience Marketing 65

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? Of those customers, 76% get frustrated when they do not receive any level of personalization. Don’t forget to share your Voice of Customer insights with key stakeholders and decision-makers.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Retently

NOVEMBER 29, 2024

Just like meeting someone new, customers form snap judgments – sometimes in just a few seconds – about your business. Whatever the touchpoint, that first moment matters more than you think. Here’s the thing: customers rarely tell you outright what they thought during those crucial first moments.

Events 120

Events Feedback Interaction E-support 120

OpinionLab

MARCH 17, 2016

This contrasts with the counterintuitive consumer survey methodology in which customers had to be selected and were largely restricted in the insight they might provide by endless structured questions….a a potentially abusive experience for empowered consumers. a potentially abusive experience for empowered consumers.

2016 108

2016 Touchpoint 2015 Retail 108

Thematic

JANUARY 16, 2019

If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. 4 areas to utilize your customer insights. Customer experience. Knowing your customers deciding factor for success rate. Product development.

Customer Insights 59

Customer Insights 2019 Insights Customer Journey 59

Talkdesk

DECEMBER 10, 2020

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. Cloud-native contact centers can serve as an engagement layer across all core systems, all while fueling the seamless omnichannel experience desired by customers.

Insurance 135

Insurance Financial Contact Center Omnichannel 135

Thematic

FEBRUARY 12, 2025

Did you know that social media is the #1 product discovery channel , with 33% of consumers finding new products through platforms like Instagram and TikTok in the past three months? Imagine being able to quickly identify patterns in posts, like customers raving about your new product design or expressing frustration over a recent change.

Marketing 62

Marketing Social Media Net Promoter Score Feedback 62

Optimove

NOVEMBER 28, 2024

See the difference control groups make in this guide Download Now Why it Matters: The convergence of Black Friday and the NFL creates a rare opportunity for marketers to capitalize on heightened consumer engagement across two major events. Post-Game: Send follow-up messages highlighting remaining Black Friday deals or Cyber Monday teasers.

Sports 59

Sports Retail Multi-Channel Download 59

Pointillist

FEBRUARY 19, 2018

Salespeople, call center agents and employees in other customer-facing roles cannot be expected to understand a customer’s entire history and derive their own insights from it in real time. Automated systems cannot be hand-programmed with rules to handle every conceivable customer history. Data Unification.

Customer Experience 111

Customer Experience Touchpoint Customer Journey Multi-Channel 111

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. customer feedback data), involving customers, and defining customer outcomes. . B2C companies sell to consumers. Just one company selling to one consumer, right? .

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

BirdEye

DECEMBER 19, 2024

Solution: Implemented Birdeye Surveys AI , integrated with their PMS (Appfolio), to automate feedback collection at key touchpoints: Move-in surveys Work order completion surveys Renewal feedback Custom resident satisfaction surveys Results: 54% increase in NPS promoters within 6 months Maintained a 4.5-star

Marketing 52

Marketing Social Media Hospitality ROI 52