Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences. And this is about more than just customer service.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

APRIL 3, 2024

And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. What Is Digital Experience?

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

DECEMBER 3, 2024

Customer experience (CX) is emerging as a significant competitive advantage for businesses. Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. This is where a customer experience maturity model comes into play.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

InMoment XI

NOVEMBER 21, 2024

Loyal customers are likely to spend more and advocate for your brand. As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty. Voice of Customer analysis is a useful system for accomplishing this goal. What Is Voice of Customer Analysis?

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn’t quite meet those expectations.

Customer Expectations 143

Customer Expectations Customer Relationships Customers Loyalty 143

eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

B2B 442

B2B Innovation Culture Loyalty 442

InMoment XI

NOVEMBER 21, 2022

Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones. In fact, returning customers spend 67% more than first-time buyers.

Loyalty 195

Loyalty Social Media Banking Customer Journey 195

InMoment XI

MAY 17, 2024

Maintaining customer loyalty has become increasingly challenging in today’s digital-first environment. In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX) were discussed.

Loyalty 195

Loyalty Brands Net Promoter Score Omnichannel 195

InMoment XI

OCTOBER 30, 2024

This is especially true in insurance, where customers have diverse preferences and a growing demand for personalized services. There are several best practices, trends, and challenges you need to consider to deliver an exceptional customer experience in insurance. What is Customer Experience in Insurance?

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

TechSee

OCTOBER 21, 2020

Now, several months into the pandemic, we thought we would take a second look to see if time or adaption to the new normal had shifted the answer of what do customers expect from service providers during COVID-19. Survey Results: What Customers Expect of Service Delivery during COVID-19.

Customer Expectations 207

Customer Expectations 2020 Consumers Innovation 207

GetFeedback

JANUARY 31, 2020

Competition for customer loyalty is stronger than ever in 2020. With so many companies vying for each customer’s attention, a winning customer experience strategy is a must for any company looking to build brand loyalty. It all centers around a single focal point: getting to know your customers.

Customer Experience 230

Customer Experience NPS Culture 2020 230

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience.

E-support 445

E-support Innovation Customer Centricity Loyalty 445

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. What is Customer Experience in Banking? It enhances the customer lifetime value for your bank.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

NOVEMBER 7, 2024

Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives. What is Customer Experience Automation? Why is Customer Experience Automation Important?

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 373

NPS Feedback Net Promoter Score B2C 373

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

GetFeedback

DECEMBER 21, 2018

It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. Forrester ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

NOVEMBER 20, 2023

In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

InMoment XI

JULY 19, 2023

In today’s business landscape, customer experience (CX) has become a critical differentiator. Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success.

Customer Experience 195

Customer Experience ROI Customer Centricity Omnichannel 195

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience. Every Team Owns Part of the Customer Experience.

Airlines 370

Airlines Government Webinar ROI 370

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. What is Customer Experience Transformation? Customer experience transformation goes beyond cosmetic changes and surface-level improvements.

Customer Experience 195

Customer Experience Omnichannel Innovation Loyalty 195

GetFeedback

FEBRUARY 17, 2020

You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. NPS is a key indicator of customer loyalty.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

InMoment XI

SEPTEMBER 9, 2024

What is Customer Experience Consulting? Customer experience consulting is a specialized service that helps businesses enhance the experiences they provide to their customers across every touchpoint—from the initial awareness stage to post-purchase support. Experience and credentials are key.

Consulting 195

Consulting Customer Experience ROI Customer Journey Mapping 195

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Little company investment.

Customer Experience 220

Customer Experience 2008 Document Metrics 220

InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. Net Promoter Score Driver #1: Deliver on Product Quality and Innovation Customer experience plays a crucial role in driving great product quality and innovation.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

InMoment XI

MAY 14, 2022

Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. So, Why Do Customers Choose Their Favorite Brands? And that’s where true brand loyalty is born. And how do your shopping dollars help craft—and confirm—your personal identity? Retail Pharmacy.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

BlueOcean

FEBRUARY 11, 2020

The Digital Challenges of Achieving Stellar Customer Experience. This Gartner article explores the top challenges of achieving a seamless customer experience through digital customer service – think website-based self-service, automation, AI and machine learning, big data, chatbots and Natural Language Processing, CRM capabilities.

Article 177

Article Customer Experience Net Promoter Score Definition 177

Bill Quiseng

APRIL 1, 2022

QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You were happy because, in the end, you met their expectations and they were satisfied. Or you solved their problem for them.

Customer Expectations 183

Customer Expectations Customers Customer Service Loyalty 183

CloudCherry

JULY 10, 2019

What comes to your mind when you hear the words “good customer experience”? In any case, you will think about an experience where a company gave you what you wanted and did something a little extra to win you over. And in most cases, it is tied very closely to good customer service. Customer feedback.

Customer Service 231

Customer Service Customer Experience E Commerce E-support 231

InMoment XI

OCTOBER 12, 2023

They should be strategies that deliver the seamless, convenient, and efficient interactions with brands that customers expect. When agents have access to a unified view of customer data and interaction history across all channels, they can quickly understand the context of the customer’s issue. Let’s dive in!

Contact Center 195

Contact Center Omnichannel Customer Experience Social Media 195

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124