InMoment XI

MARCH 14, 2025

Data can show you in real terms how well your agents are doing in terms of call length and first-call resolution (especially compared to historical data), giving you the insight you need to know where to start. 7 Key Steps Gaining a clear picture of your call centers performance is essential in todays customer-first environment.

Call Center 195

Call Center Metrics Average Handle Time Contact Center 195

InMoment XI

NOVEMBER 13, 2024

It provides rich insight into specific pain points. This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. It improves customer relationships.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

FEBRUARY 3, 2025

Most people think of contact centers, such as customer support call centers and help desks, as the main use case for conversation intelligence software. Its true that CI software drives positive results for call centers, reducing response times, improving outcomes, and producing data-driven insights for agent coaching.

Social Media 195

Social Media Events Call Center Multi-Channel 195

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

eglobalis

JULY 2, 2024

Companies such as Toyota and Samsung, prominent in Asian markets, have found that while NPS provides a snapshot, it lacks depth in identifying evolving customer expectations and perceptions over time. However, its relevance diminishes with delayed insights. The exact same criticism can be made about every metric for everything.

NPS 424

NPS Feedback Net Promoter Score B2C 424

SurveySensum

JANUARY 27, 2025

Worse, it skews the insights youre banking on to make decisions. Multilingual surveys are no longer just an option for businesses with international reachtheyre essential for capturing accurate, actionable insights from a diverse customer base. The solution? Multilingual surveys. Why You Should Run Multilingual Surveys?

Insights 52

Insights Customer Insights Download Customers 52

Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. To truly understand and reduce customer effort, you need a tool that goes beyond just collecting responses. Imagine discovering that customers are struggling with your checkout process just minutes after launching a survey.

Measurement 115

Measurement Effort Score Multi-Channel Net Promoter Score 115

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base? Serving one segment at the expense of the broader customer base can be risky.

Feedback 486

Feedback ROI Innovation B2B 486

Optimove

JANUARY 15, 2025

Key takeaways: Relevance Drives Loyalty : Personalized, data-driven marketing builds customer trust and engagement, while irrelevant messaging alienates them. Tools and Strategies Matter : Leverage AI-powered CDPs, behavioral insights, and real-time triggers to deliver timely, meaningful customer experiences.

Connections 52

Connections Insights Download 2025 52

InMoment XI

JUNE 28, 2022

Online reviews are a great source of unsolicited customer feedback, and they often offer perspective from a different segment of the customer base than surveys or other feedback channels. InMoment and ReviewTrackers joining forces is great news for today’s brands! Read more here! Realizing the InMoment Mission. ??Improving

2022 74

2022 Feedback 2021 Technology 74

InMoment XI

JANUARY 9, 2024

This helped break down silos and made things simpler not only for FedEx’s customers, but also for each of the company’s internal teams working together to deliver meaningful information and valuable content to customers. Software company PandaDoc uses multiple surveys to monitor customer sentiment and improve product experience.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Retently

JUNE 24, 2024

This article provides a focused look at demographic surveys that yield meaningful insights for your business decisions. From knowing which questions to ask to applying the insights you gain, expect a comprehensive guide to better connect with those who matter to your business. That’s where demographic surveys come in.

Insights 110

Insights Culture Multi-Channel Consumers 110

InMoment XI

SEPTEMBER 21, 2023

Build Presence – By encouraging customers to leave reviews on various review sites, you can increase your presence on these platforms. This can provide valuable insights into areas where businesses can differentiate themselves and improve their reputation. Ready to take the next step?

Management 368

Management Social Media Feedback Voice of Customer 368

PeopleMetrics

FEBRUARY 18, 2025

Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. The real debate isnt about whether to ask for customer input; its about how to do it in a way thats engaging, efficient, and truly insightful. Surveys get a bad rap for two main reasons. Your Turn So, whats your experience?

Culture 104

Culture Feedback Insights Customer Satisfaction 104

eglobalis

SEPTEMBER 16, 2024

This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels. At the local level , mapping the customer journey requires gathering insights directly from local teams.

B2B 329

B2B Customer Experience Customer Centricity Omnichannel 329

InMoment XI

OCTOBER 24, 2024

Best Customer Engagement Platforms Customer engagement platforms are critical in helping businesses build long-lasting relationships with their customers by streamlining communications, enhancing experiences, and providing actionable insights. Here are five of the best customer engagement platforms available: 1.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Customer Support Teams Ensuring issues are resolved quickly and with a personal touch. Customer feedback is the backbone of CX.

Management 115

Management Customer Experience Roadmap NPS 115

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Many of the brands I’ve worked with for a long time are slowly coming to the realization that they cannot stick solely to surveys or another singular data source to get customer insights and input.

Social Media 397

Social Media Customers Connections Customer Retention 397

InMoment XI

AUGUST 1, 2024

By analyzing customer sentiment, businesses can gain valuable insights into how their customers perceive their offerings and overall brand experience. Why is Customer Sentiment Important? What is a Customer Sentiment Score?

Measurement 195

Measurement Hotels Social Media Hospitality 195

Alida

JANUARY 18, 2022

Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base.

Customer Engagement 246

Customer Engagement Engagement Feedback Customer Base 246

Totango

APRIL 4, 2024

The easy answer, and why we’re all here, lies within your customer base. The post Customer Success + Sales = Revenue Retention: Insights from Totango Leaders appeared first on Best Customer Success Blog: Articles for Enterprise Growth. No one is looking for growth-at-all-costs anymore. We need sustainable growth.

Sales 94

Sales Customer Success Insights Webinar 94

InMoment XI

SEPTEMBER 29, 2022

By having all of your customer data in one place, you can easily access multiple data points from different locations across your organization. This will provide you with a 360-degree view of a customer’s activity and engagement with the bank and will allow you to make well-informed decisions with your customer base in mind.

Banking 370

Banking Retail White Paper Omnichannel 370

Alida

DECEMBER 7, 2018

They combine the best of media, retail and social to create the most customer-centric and rewarding shopping experience. We caught up with their insights team on their priorities for 2019. In today’s retail market, customer expectations are constantly evolving and new market entrants continue to disrupt the landscape.

Customer Centricity 201

Customer Centricity Retail 2019 E Commerce 201

InMoment XI

JULY 16, 2024

If managed well, even negative feedback can be valuable, offering insights into customer pain points and areas where the business can improve. Analyzing this data provides deep insights into customer preferences, emerging trends, and common pain points.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

If managed well, even negative feedback can be valuable, offering insights into customer pain points and areas where the business can improve. Analyzing this data provides deep insights into customer preferences, emerging trends, and common pain points.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

OCTOBER 4, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. It helps brands track, analyze, and organize each customer interaction with them.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Retently

OCTOBER 23, 2024

Taking the importance of collecting customer feedback out of the way, where do we start? Understanding the Tools at Hand Collecting feedback is essential to identifying customer pain points and areas for improvement throughout the buyer’s journey. Did customers have to search for too long? Were they frustrated by too many steps?

Retail 109

Retail NPS Touchpoint Feedback 109

InMoment XI

SEPTEMBER 5, 2024

When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases. With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

InMoment XI

JANUARY 12, 2024

It involves leveraging software such as natural language processing (NLP), machine learning, and artificial intelligence to gain insights from spoken or written conversations. By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

Optimove

DECEMBER 19, 2024

An in-depth analysis by Optimove Insights of over 14 billion messages sent across channels in 2024 reveals just how impactful customer-led marketing was during this peak shopping season. Targeted Offers : Promotions were customized based on individual preferences and past behavior, driving conversions.

Retail 59

Retail 2024 Download Lifetime Customer 59

InMoment XI

NOVEMBER 8, 2022

If you are an organization with thousands of customers, surveying your entire customer base can seem like a daunting task. The likelihood of all of your customers (whether they number in the thousands or in the hundreds) answering a survey is slim to none. How Do You Perform Simple Random Sampling? Sampling With InMoment.

Definition 39

Definition Loyalty Retail Customer Base 39

Retently

AUGUST 1, 2024

Once you’ve built a steady base of customers, you can “afford” most of the negative feedback. A bad review from an unhappy customer can and likely will hurt your growth, but it’s unlikely to cause your existing customer base to give up on you. This has several implications for small startups with few customers.

Net Promoter Score 146

Net Promoter Score Measurement NPS Feedback 146

ShepHyken

DECEMBER 29, 2024

This excellent article/interview will give you even more insight into the importance and power of integrating the two. In other words, any social media or online forum where customers can rate you, review you, and share their story about you, is where you want to pay attention in the form of social listening.

Article 71

Article 2025 Customer Service 2024 71

InMoment XI

MARCH 25, 2024

According to Forrester, fewer than 10% of enterprises are advanced in their insights-driven capabilities. By equipping your organization with predictive analytics tools, you can gain rich insights into customer behavior, make data-driven decisions, and optimize business operations. What is Predictive Analytics?

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195