InMoment XI

FEBRUARY 12, 2024

Integrated CX vs. CX Integrations While integrated CX and CX integrations may sound similar, they have different meanings and applications for businesses looking to improve their customer engagement. Define Your Customer Touch Points Start by mapping out all the touchpoints where your customers interact with your business.

NPS 195

NPS Net Promoter Score Effort Score ROI 195

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

2018 121

2018 Customer Experience Customer Centricity Culture 121

Second to None

MARCH 7, 2018

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes.

Customer Engagement 54

Customer Engagement Engagement Voice of Customer Brands 54

Gainsight

MARCH 27, 2025

Executives are keen on data that ties customer engagements directly to revenue results. Become the Voice of Customer-Centric Growth Retention is revenue insurance, a concept Bear emphasized during the Masterclass. Even the request itself can go a long way toward getting CS priorities on the agenda.

Books 52

Books Customer Retention ROI Metrics 52

SurveySparrow

DECEMBER 27, 2023

In this blog post, we will explore the three best Voice of the Customer framework for B2B SaaS companies, highlighting their benefits and providing practical advice for leveraging them effectively. What is Voice of Customer Framework? How Beneficial is the Voice of Customer Framework? Let’s dive in!

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

Calabrio

MARCH 5, 2025

Well start with the basics, and then move on to the best practices and best CX analytics tools for creating a truly customer-centric approach in 2025. What is Customer Experience Analytics? When customer experience and analytics come together, you gain a holistic understanding of the interactions with your company.

2025 52

2025 Customer Experience Contact Center Net Promoter Score 52

Second to None

MARCH 20, 2018

Responding to service requests, negative and positive reviews and other forms of online customer engagement can help you further encapsulate your desired brand image to consumers. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brands 85

Brands Social Media Voice of Customer Consumers 85

Thematic

MARCH 2, 2025

In the case of LendingTree , they analyzed customer feedback and discovered that late-night lender calls were a major churn factor. By adjusting their outreach strategy, they reduced complaints and increased customer engagement. How to Collect Customer Insights Understanding customers starts with collecting the right insights.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Second to None

MARCH 13, 2019

4] It comes down to using customer data as a robust tool to build a customer-centric mobile program. Strong, personalized CX requires the acquisition of data that oftentimes compromises the customer’s private information. Privacy is a Novelty of the Past. 1] [link]. [2-4] 2-4] [link]. [5] 5] [link]. [6]

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

Totango

JULY 23, 2019

Despite the most eagle-eyed customer management, things could go wrong. The key to managing escalations is to resolve matters quickly , listen and respond to Voice of Customer information , and see the situation as an opportunity to grow the customer relationship. . Adopting a Customer-Centric Approach.

Customer Success 92

Customer Success Customer Centricity Customer Journey Customer Relationships 92

Calabrio

MARCH 25, 2025

Table of Contents What is the Voice of the Customer (VoC)? Types of VoC Tools How Voice of Customer Tools Work 10 of the Best Voice of the Customer Tools for 2025 Choosing the Right VoC Software for Your Needs What is the Voice of the Customer (VoC)?

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

Second to None

AUGUST 9, 2019

How do your customers feel while interacting with your brand? Recent Deloitte research outlined three different ways that a customer engages with a brand: (1) rational considerations, (2) emotional responses and (3) shared values. [1] The study found that rational considerations, i.e. price, product, promotions etc.,

Loyalty 83

Loyalty Touchpoint Voice of Customer Brands 83

ClearAction

JANUARY 20, 2020

How would your customer-centricity improve if organizational charters and job descriptions were re-framed in terms of “why are customers paying for this”? Combine all sources of customer feedback for a single monthly report to each business unit. Organic customer engagement has highest viral power.

2020 120

2020 Customer Experience Definition Customers 120

Totango

NOVEMBER 19, 2019

Distinguished by a desire to understand, monitor, and anticipate the needs of customers, customer success helps improve retention rates and reduce churn by proactively engaging customers to aid their experience of value. Personalized customer engagements. Incorporating Voice-of-Customer information.

ROI 64

ROI Customer Success Customer Centricity Voice of Customer 64

ShepHyken

JULY 20, 2018

The goal of any Customer Experience initiative is to reduce the amount of effort that a customer must exert on their journey to purchasing your product and beyond. It proves that you are willing to invest time and energy into constantly improving your existing platform and can make a positive impact on each individual you engage with.

Social Media 47

Social Media Blog Brands Consumers 47

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Russel Lolacher

JUNE 15, 2021

The customer calls it “shopping elsewhere.”. The customer sees it as wait time. Sharing the same vocabulary with your #customer puts you on the path to a more customer-centric culture. We can’t forget that improving organizational health improves customer engagement. You call it processing time.

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

ClearAction

AUGUST 22, 2020

This strengthening better aligns offerings and ways of doing business in ways that matter to customers and are hard for competitors to copy. Voice-of-Customer Almost-Free. Objective: provide non-customer-facing groups with relevant insights to guide their strategies, policies, processes and hand-offs. Customer Engagement.

Customer Experience 77

Customer Experience Customer Centricity Innovation Definition 77

Amity

APRIL 25, 2016

Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Kia is a pioneer in the field of Customer Experience. C CO Council Blog. Don MacLennan.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores.

Customer Insights 71

Customer Insights Insights Touchpoint Metrics 71

RapportBoost

DECEMBER 10, 2018

Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement. Knowledge and A.I

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

Totango

OCTOBER 1, 2019

The customer journey is best understood as four main phases: Onboarding. Each phase of the customer journey can be optimized through the pursuit of customer-centric goals. This information, and all future information generated through customer engagements, should be stored and organized in one accessible location. .

Customer Journey 81

Customer Journey Voice of Customer Customers Metrics 81

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores.

Customer Insights 69

Customer Insights Insights Touchpoint Metrics 69

Second to None

FEBRUARY 4, 2020

2] While the hospitality industry is service-based, these digital DTC strategies can build on top of the great service provided by your employees by offering added incentives and other ways to encourage further customer engagement. In fact, 25% of Hilton’s most loyal guests interact with the brand through these direct channels.[2]

Consumers 67

Consumers Hospitality Rewards Programs Retail 67

Totango

JULY 23, 2019

Despite the most eagle-eyed customer management, things could go wrong. The key to managing escalations is to resolve matters quickly , listen and respond to Voice of Customer information , and see the situation as an opportunity to grow the customer relationship. . Adopting a Customer-Centric Approach.

Customer Success 63

Customer Success Customer Centricity Customer Journey Customer Relationships 63

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Porte said the numbers were surprising.

Customer Expectations 88

Customer Expectations 2021 Technology Chief Customer Officer 88

ClearAction

JANUARY 20, 2020

How would your customer-centricity improve if organizational charters and job descriptions were re-framed in terms of “why are customers paying for this”? Combine all sources of customer feedback for a single monthly report to each business unit. Organic customer engagement has highest viral power.

Definition 90

Definition Customers Metrics Customer Experience Management 90

Second to None

JULY 31, 2018

Today’s live chats can be used in tandem with your customer service agents, empowering them to communicate with new website visitors, moving them along the customer journey, ultimately reaching a higher level of overall customer engagement with current customers as well. Chat Monitoring.

Voice of Customer 59

Voice of Customer Consulting Brands Customer Satisfaction 59

Totango

NOVEMBER 19, 2019

Distinguished by a desire to understand, monitor, and anticipate the needs of customers, customer success helps improve retention rates and reduce churn by proactively engaging customers to aid their experience of value. Personalized customer engagements. Incorporating Voice-of-Customer information.

ROI 48

ROI Customer Success Customer Centricity Voice of Customer 48

SurveyGizmo

DECEMBER 2, 2020

LOUISVILLE, COLORADO, DECEMBER 2, 2020 — Alchemer, one of the world’s leading customer experience (CX) and voice-of-the-customer (VoC) platform providers, today announced a partnership with video survey software specialists, Voxpopme. Customer centricity begins with customer engagement.

Feedback 52

Feedback Customer Centricity NPS 2020 52

Second to None

MAY 10, 2018

For many major retail brands , the shift towards digital customer engagement has greatly impacted their ability to retain a high number of visitors coming to their brick-and-mortar locations. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1] [link].

Apparel 54

Apparel Retail Events Voice of Customer 54

Second to None

MAY 15, 2018

her words, not every brand will have the same objectives, meaning that a startup which is trying to make a name for itself should be focused on metrics showing its customers’ engagement and factors which affect their association with the brand.

Measurement 59

Measurement Brands Social Media Voice of Customer 59

ClearAction

APRIL 18, 2020

In ClearAction’s 5-year study of global B2B customer experience practices we found that the rigor of resolving the instance was overwhelming managers from addressing pervasive issues reported period after period in survey results. We embarked on the path to making customer-centricity a way of life.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Lumoa

OCTOBER 31, 2018

Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. Also, companies really need to transform their structures to reflect customer centricity.

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

Waypoint Group

MAY 25, 2018

Companies have employed different strategies but the most successful ones have followed a 3-pronged approach that has proven to produce industry leaders for customer experience. Listening posts are essential because it allows you to properly capture the sentiments of not only your customers, but your employees as well.

2018 66

2018 Customer Centricity B2C B2B 66

Totango

OCTOBER 8, 2020

In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Proactively Personalize Engagements. Listen to Your Voice of Customer Programs. Learn from Customers.

Customer Retention 63

Customer Retention Customer Success B2B Customers 63