InMoment XI

OCTOBER 24, 2024

A customer engagement platform is a tool that allows businesses to interact with customers on different platforms, all in one place. Customer engagement platforms consolidate customer data into one location and provide tools to engage customers consistently and personally, regardless of how they interact with your business.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

OCTOBER 14, 2024

These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. Why is it not happening yet?

Customer Experience 447

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 447

InMoment XI

MAY 31, 2022

Each of these touchpoints influences the customer, and by analyzing customer behavior, feelings, and motivations around each touchpoint, you can begin to identify opportunities to establish more positive relationships by giving customers what they need at any given stage of their journey. Plot Touchpoints. So start there.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family.

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199

InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. It improves customer satisfaction across all touchpoints. By leveraging digital solutions and user-friendly interfaces, insurers can enhance customer satisfaction at every touchpoint.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

eglobalis

JULY 25, 2024

Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction. According to BCG, leading companies in the USA have adopted advanced digital tools and AI-driven insights to stay ahead of consumer expectations.

Customer Experience 488

Customer Experience Innovation Customer Centricity Culture 488

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. By delivering customized content experiences, businesses can enhance engagement, drive more meaningful interactions, and increase customer satisfaction.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

InMoment XI

NOVEMBER 21, 2024

Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead. Positive word of mouth helps you attract prospects away from your competitors.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 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. ReviewTrackers ) Reviews and ratings, with a share of 42%, are the most popular way customers interact with brands. Start with your social media profile and look at the interactions with your recent posts.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This includes regular touchpoints with sales and support teams who interact with customers on the ground. In response, Schindler developed a more comprehensive CX approach.

B2B 375

B2B Customer Experience Customer Centricity Omnichannel 375

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. Supercharge Post-Service Customer Interactions 85% of your data is unstructured. AI unlocks 100% of it.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

DECEMBER 7, 2022

These various interactions along the customer lifecycle —and, more specifically, those that have the most impact on the business—are what we like to call “Moments That Matter” (MTM) in customer experience. In the past couple of decades, it has become more clear that consumers are after more than just the “product” they purchase.

Customer Experience 370

Customer Experience Call Center Touchpoint Measurement 370

InMoment XI

OCTOBER 10, 2024

Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. Social media management is important because social media is one of the main ways that consumers interact with your brand. What is Social Media Management?

Social Media 195

Social Media Management 2024 Multi-Channel 195

InMoment XI

OCTOBER 17, 2024

While open-text questions provide rich data, analyzing them can be time-consuming. Finding the best way to present a questionnaire that’s both user-friendly and efficient can also be time-consuming. What are they hoping to accomplish by interacting with your business? What is your primary goal when using our product or service?

Feedback 195

Feedback Insights Customers Banking 195

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Define and consider the specific points of interaction between the customer persona and your brand. Is there a specific journey or group of touchpoints you want to address?

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

CloudCherry

DECEMBER 20, 2017

However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. Consumers used to be significantly more passive, and certainly had a higher level of trust in brands and the promises they were made. resorting to 4 touchpoints.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

InMoment XI

NOVEMBER 16, 2023

An evaluation of roles within the organisation sheds light on various aspects, including customer interactions, management visibility, team composition, and potential upselling opportunities. Participants delved into specific customer touchpoints, such as the ‘Fitting Room’ and ‘Coffee Shop’ experiences.

Workshop 447

Workshop 2023 Healthcare Travel 447

InMoment XI

FEBRUARY 3, 2022

That’s why we put a magnifying glass over these emerging consumers and employees in our recent 2022 Experience Trends report , to give you the intelligence you need to create a positive impact with Gen Z, whether you’re trying to convince them to become loyal customers or recruit them to be engaged employees.

Employee Experience 397

Employee Experience Brands Social Media Customer Experience 397

InMoment XI

JANUARY 9, 2024

B2B customer experience can refer to the interactions and overall relationship between a business and its business customers. It may also refer to a digital benchmark: your customers’ interactions on your website, mobile app, or software dashboard. What is B2B Customer Experience? Why is B2B CX Important? Customer relationships.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

OCTOBER 14, 2024

For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether. It’s always worth remembering that while your customers might love interacting with your business, they don’t necessarily love filling out your feedback forms.

2024 195

2024 Hospitality Feedback Healthcare 195

GetFeedback

JULY 19, 2019

Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. We can agree there are more customer interactions than ever before, and some of that is our own fault. Too many companies focus on customer touchpoints. There can be dozens—even hundreds—of touchpoints. We all feel it.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

InMoment XI

AUGUST 3, 2023

By tapping into unstructured data sources, businesses can elevate their customer experience strategies, customer experience research , improve personalized interactions, and create more meaningful connections with their target audience, ultimately gaining a competitive edge in today’s data-driven marketplace.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

GetFeedback

SEPTEMBER 18, 2019

3: Customer service interactions drive more disloyalty than loyalty, in general. Which emphasizes the need for an effortless customer service interaction. . Loyalty is influenced by many touchpoints across the journey–service happens to be one of those touchpoints–and one that is far more likely to lead to disloyalty. .

Loyalty 257

Loyalty Touchpoint Books Article 257

Retently

OCTOBER 23, 2024

This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities. 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

Blueshift

JANUARY 14, 2025

Consider a consumer looking for refinancing options for a student loan. Customers interact with brands across multiple platforms, expecting each experience to be connected and relevant. But for marketing teams, connecting these touchpoints isn’t easy. Customer journeys in personal finance are becoming increasingly complex.

Customer Journey 105

Customer Journey Multi-Channel Marketing Touchpoint 105

eglobalis

JULY 2, 2024

B2B vs. 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

eglobalis

OCTOBER 1, 2024

Additionally, integrating CRM systems with collaborative platforms can provide Sales and CX teams with real-time customer data, enabling more personalized and effective customer interactions. Additionally, Operations can optimize logistics based on customer feedback regarding delivery times and product availability.

2020 443

2020 Customer Journey Mapping Culture Innovation 443

GetFeedback

MAY 9, 2019

Customer experience is how your customers perceive their interactions with your company. We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. What is customer experience?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Retently

NOVEMBER 13, 2024

Increased smartphone and internet accessibility means more people can interact with VFRs. Enhancing CX Through Virtual Fitting Rooms Virtual fitting rooms add a level of personalization and interactivity that was once only possible in physical stores. Retailers are investing in user-friendly interfaces to make the experience seamless.

Retail 144

Retail Social Media Technology Brands 144

GetFeedback

JULY 23, 2018

A customer journey map is a tool that tells the story of a customer’s experience of interacting with your brand. Customer journey mapping can help your organization better understand customer needs so that you can align processes and interactions to give your customers what they want. What is a customer journey map?

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

InMoment XI

OCTOBER 20, 2022

Customer experience started out in the golden age of advertising, market research, and understanding consumers. Next, we started managing experiences, and we recognised that the total experience a customer has is a collection of moments and interactions along their journey.

Customer Experience 397

Customer Experience Culture Workshop Events 397

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. Many businesses embraced omnichannel solutions, with journey orchestration tools improving engagement and reducing friction across touchpoints across 2024.

2024 109

2024 2025 Omnichannel Social Media 109

Experience Investigators by 360Connext

FEBRUARY 25, 2015

When we ask our clients a question like “ What are your touchpoints ?” ” we get a lengthy list of the many places where customers and company interact. And yet it’s easy (and more often than not, necessary) to categorize these important moments of interaction into big categories.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

Retently

NOVEMBER 29, 2024

Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. Whatever the touchpoint, that first moment matters more than you think. Each stage of the customer journey requires targeted questions that align with the interaction. First impressions in business? Let’s break it down.

Events 120

Events Feedback Interaction E-support 120