InMoment XI

JULY 5, 2022

As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting. Many restaurants, including quick service restaurants (QSRs) are overwhelmed by the impact of online reviews. Guest Experience Is the Differentiator for Quick Service Restaurants.

Guest Experience 370

Guest Experience Brands Multi-Channel Touchpoint 370

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. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

BirdEye

SEPTEMBER 6, 2023

Birdeye’s latest data report explores the significance of online reviews in consumer decision-making processes and sheds light on how the reputation of a multi-location business impacts its selection in local markets. Table of contents Key Findings: How frequently do consumers shop locally?

2023 116

2023 Consumers Multi-Channel Healthcare 116

eglobalis

JULY 2, 2024

European giants like Unilever and Siemens utilize NPS to gauge consumer sentiment and pinpoint areas for product line improvements. 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.

NPS 456

NPS Feedback Net Promoter Score B2C 456

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. When and How to Transition to Multi-Channel? Many CRM programs, especially post-purchase journeys, often begin with a single channel.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

Joe Rawlinson

NOVEMBER 3, 2024

It channels quick data capture into your backend management systems. Enhancing Multi-channel Interactions Modern consumers anticipate consistent service across all channels, be it online, in-store, or over the phone. This quickly increases the chances of upselling and cross-selling, maximizing profitability.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

CloudCherry

FEBRUARY 13, 2018

The common drawbacks with most systems designed to unravel customer sentiment are that the process can be time-consuming, leading to inaccurate outcomes. Are they happy, sad, ecstatic or frustrated? And do you have the right means to decode this emotion? says Arvi Krishnaswamy, VP Products at CloudCherry. DECODE CUSTOMER SENTIMENT!

Multi-Channel 186

Multi-Channel Insights Feedback Brands 186

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. Unified interfaces enable agents to manage interactions across channels efficiently.

Contact Center 195

Contact Center Multi-Channel Social Media Competitive Advantage 195

inQuba

MARCH 12, 2025

By tapping into these emotions, businesses can influence consumer behaviour and drive their desired outcomes such as increased sales and customer loyalty. Brand Sentiment Analysis : Analysing online reviews, comments, and social media conversations provides insights into the overall perception of a brand among consumers.

ROI 52

ROI Customer Retention Connections Measurement 52

Experience Investigators by 360Connext

MARCH 24, 2015

Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. Other topics that dominated included the challenges around multi-channel, “nomadic” customers and how difficult it is to understand them. It’s a subtle but important idea.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

BirdEye

NOVEMBER 22, 2024

Consumers research businesses online before booking an appointment or purchasing a product – what they see here greatly matters. However, online reputation management in Australia can be challenging, especially for multi-location businesses. They form the first impression of your business, helping consumers trust you better.

Multi-Channel 52

Multi-Channel Management Social Media Customer Centricity 52

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. Key takeaways: Consumers are subjected to marketing fatigue across industries. This post highlights Optimove 2023 surveys of more than 2,000 consumers.

2023 111

2023 Consumers Brands Marketing 111

Optimove

FEBRUARY 17, 2025

By integrating multi-channel strategies, real-time analytics, and dynamic personalization, retailers can optimize each customer journey, ensuring messages resonate and drive engagement. Modern consumers expect personalization , real-time relevance, and seamless cross-channel experiences. What Is the Marketing Rule of 7?

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

ShepHyken

OCTOBER 9, 2020

Especially since the first half of this year has been crucial in determining the shift in consumer behavior, needs and expectations. Consumers are panicked and they need reassurance of safety measures being taken by retailers. What do consumers want now? Consumers wanted most of the things they want now even before COVID-19.

Retail 145

Retail Customer Experience Multi-Channel Omnichannel 145

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. Even when a business is located nearby, consumers often rely on search engine results, online reviews, and social media platforms to decide whether a brand is credible and worth visiting. Increase online presence.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

Optimove

DECEMBER 10, 2024

Enhanced Control Over Complex Marketing : With tools like predictive analytics and real-time personalization, marketers can anticipate customer needs, automate complex workflows, and maintain precise control over multi-channel strategies. Speed Meets Creativity Speed can often come at the cost of creativity.

Multi-Channel 52

Multi-Channel 2012 Download Innovation 52

GetFeedback

APRIL 25, 2019

As it becomes harder for consumers to differentiate between companies based on product alone, most are now relying on the quality of customer experiences a company can provide to make their choice. . As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

BirdEye

DECEMBER 4, 2024

What the customer sees on these channels heavily influences his or her final purchasing decision. Focus on local social media campaigns In the UK, many consumers turn to social media platforms like Instagram, TikTok, or Facebook to research businesses. That is why reputation management is essential for every business in the UK.

Management 52

Management Multi-Channel Social Media Demo 52

BirdEye

DECEMBER 30, 2024

Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. However, details can slip out when your agents process multiple applications, especially for a multi-location operation.

Multi-Channel 52

Multi-Channel Document Social Media Financial 52

InMoment XI

SEPTEMBER 17, 2024

Did you know that 38% of Millennials and 39% of Gen Z consumers reported that they are most likely to give up solving a problem with a product or service if they cannot find a solution themselves? Hopefully, with your marketing efforts and channels, the customer will come across your company and become aware of your solution to their problem.

Customer Journey 195

Customer Journey Customer Journey Mapping Net Promoter Score 2024 195

TechSee

APRIL 28, 2020

On the one hand, they need to deliver the products and services consumers want in multiple formats. The race for omnichannel saw companies striving to align their messaging, goals and design across each channel and device, including web, voice, chat, messaging, social media, video and email. The average U.S.

Customer Journey 124

Customer Journey Multi-Channel Omnichannel E Commerce 124

InMoment XI

JANUARY 17, 2024

With travel consumers exposed to seemingly limitless hospitality solutions, providing an exceptional guest experience helps differentiate your brand from competitors. Today’s consumers expect seamless and convenient interactions across multiple channels. Guest experience differentiates your brand.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

CSM Magazine

JANUARY 24, 2025

In addition, ICIW is now turning post-purchase communications with customers into a fully-fledged marketing channel. For consumers, their deliveries are more than boxes and bags but the foundation of a long-standing relationship with a brand that communicates and connects with them on many levels.” ICIW chose to use nShift Track.

Multi-Channel 52

Multi-Channel Communication Customers Brands 52

CSM Magazine

JANUARY 24, 2025

In addition, ICIW is now turning post-purchase communications with customers into a fully-fledged marketing channel. For consumers, their deliveries are more than boxes and bags but the foundation of a long-standing relationship with a brand that communicates and connects with them on many levels.” ICIW chose to use nShift Track.

Multi-Channel 52

Multi-Channel Communication Customers Brands 52

Optimove

NOVEMBER 13, 2024

See the difference control groups make in this guide Download Now Why it Matters: Optimove Insights’ latest Report provides a comprehensive analysis of consumer shopping behavior from the 2023 holiday season. Access the Full Report and Explore Customer-Led Marketing To delve deeper into the findings, download the report here.

E Commerce 69

E Commerce Insights Multi-Channel 2023 69

Interactions

FEBRUARY 6, 2025

The stakes are high: Consumers are protecting their homes and their families. According to the McKinsey survey of more than 8,500 insurance consumers , six in 10 customers switch channels pre-purchase. Digital channels didnt fare well in the survey either. Claims can make or break their finances.

Insurance 62

Insurance Interaction Multi-Channel Contact Center 62

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. In essence, conversation intelligence involves a multi-step process of data collection, preprocessing, language understanding, sentiment analysis, machine learning, and real-time analytics.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

Alida

JANUARY 13, 2017

Such an easy thing to correct, and, as a consumer, such a frustrating way to start off my interaction. . Consumers have a multitude of ways to engage with a company. Brands must ensure a seamless experience across all channels. Ensuring consistent, omni-channel experience requires marketing and customer service go hand in hand.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Alida

JANUARY 5, 2018

This means making sure there’s consistency between what the brand is promising consumers and the experience that’s actually delivered. But Forrester says marketers need a deeper understanding of how consumers are interacting with brands with mobile devices, including the role of voice activation. CX goes mobile.

2018 0

2018 Marketing Multi-Channel Tourism 0

BirdEye

NOVEMBER 18, 2024

Jasper Perfect for: Brand-specific content Standout feature: Multi-platform templates Best used for: Long-form social content 3. Customer queries range from simple product questions to complex support issues, while marketing teams struggle to maintain quality engagement across all channels.

Social Media 59

Social Media Multi-Channel Culture E-support 59

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 Support the DIY culture: Focus on consumer enablement and empowerment through self-service. She’s a Millennial.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

BirdEye

FEBRUARY 4, 2025

According to Birdeye’s Online Reviews Report , 68% of consumers check online reviews before choosing a local businessmaking a strong online presence essential. But here’s the catch: Reputation management isnt just about tracking online reviewsits about taking control of your brands online reputation across digital channels.

Brands 52

Brands Management Multi-Channel Social Media 52

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. How Optimove Empowers Retailers and Sports Betting Sites 1.

Sports 59

Sports Retail Multi-Channel Download 59

BirdEye

DECEMBER 16, 2024

Today’s storage customers reach out through multiple channels at all hours, expecting quick, personalized responses. Performance analytics Tracking occupancy rates is no longer sufficient to understand the performance of multi-location storage facilities.

Management 52

Management Multi-Channel Social Media Demo 52

BirdEye

MARCH 28, 2025

Multi-location businesses aiming for online visibility and enhanced online reputation have an undeniable starting point – Google Maps SEO. That is why we bring you the top expert-recommended Google Maps SEO strategies tailored for multi-location businesses. Multi-location challenge: Imagine a retailer with 80 locations.

2025 52

2025 Multi-Channel Social Media Demo 52

ShepHyken

FEBRUARY 18, 2020

Consumers want to do business with organizations they trust. Quotes: “Our expectation as consumers is that the organizations we work with know us and know what we want.”. Consumers want to do business with organizations that they trust. Customers want and expect a personalized experience. Trust is about setting expectations.

Multi-Channel 125

Multi-Channel ROI Leadership 2020 125