InMoment XI

APRIL 3, 2025

The Rise of the Experience Economy Brands are recognizing that the quality of experiences significantly influences customer choices, so making experience-led engagement a crucial differentiator is a priority. How well do we understand customer values across different segments? Surveys alone no longer suffice.

Culture 195

Culture Social Media Government Loyalty 195

eglobalis

JANUARY 7, 2025

B2B Example: Adobes team brainstormed ways to enhance user engagement for their Creative Cloud. Personalizing User Experiences By leveraging AI-powered recommendation systems and predictive analytics, companies can design hyper-personalized experiences that adapt dynamically to user behaviors, leading to increased engagement and satisfaction.

B2B 294

B2B Innovation User Experience Customer Centricity 294

InMoment XI

DECEMBER 3, 2024

Stages of Customer Experience Maturity Investigate Initiate Mobilize Scale Embed CX maturity starts from a static phase of identifying the first steps and concludes with integrating strong CX practices. The framework encourages continuous evolution to adapt to shifts in customer expectations.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

InMoment XI

NOVEMBER 18, 2024

Types of Customer Behavior Data To fully understand customer behavior, you will need to gather different types of data that provide a comprehensive view of behavior, preferences, and engagement. It sheds light on preferred products, purchasing frequency, and typical customer journeys.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

eglobalis

APRIL 6, 2025

Example : SAPs value management practice quantifies business value both before and after implementation, aligning their compensation with customer results. Risk Mitigation and Assurance In high-stakes B2B engagements, risk aversion is often a silent deal-breaker. Making life easier for customers isnt superficialits strategic.

Contact Center 275

Contact Center B2B Competitive Advantage 2023 275

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

OCTOBER 29, 2024

Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge. What Is Customer Loyalty? Customer loyalty defines how willing a customer is to repeat business with a company. Positive experiences compel customers to engage with you again.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. The responses can help you better align your offerings with customer needs.

Feedback 195

Feedback Insights Customers Banking 195

Thematic

APRIL 21, 2025

Because keeping business clients happy is far more cost-effective than constantly chasing new ones (it can cost five times more to acquire a new customer than to retain an existing one). In short, understanding your B2B customers deeply isn’t a nice-to-have—it’s fundamental for engagement, loyalty, and growth.

B2B 62

B2B Customer Insights Insights Engagement 62

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. If your banking app or website feels clunky or confusing to navigate, customers are unlikely to want to spend much time on it.

Banking 195

Banking Customer Experience Financial Touchpoint 195

ShepHyken

JANUARY 14, 2025

What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Hospitality 138

Hospitality Customer Experience Interaction Customer Expectations 138

InMoment XI

NOVEMBER 4, 2024

In fact, Google recently announced it would impose restrictions on businesses that engage in fake engagement. There are tools available that allow businesses to easily solicit reviews from their broader base of customers. For businesses, the key to gathering positive reviews is not manipulation but engagement.

Social Media 195

Social Media 2024 Financial Consumers 195

InMoment XI

NOVEMBER 7, 2024

Automation The automation pillar of customer experience automation refers to tactically scheduling, triggering, and handling responses based on customer interactions. This allows your brand to keep up with customer expectations 24/7. Then, you will want to create automated triggers for each segment.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

eglobalis

SEPTEMBER 11, 2024

Employees are the front-line of any company’s interaction with its customers, making their role in delivering a superior and innovative customer experience (CX) absolutely critical. Employee Engagement Drives Innovation: Engaged employees are more likely to go the extra mile to contribute innovative ideas.

Innovation 451

Innovation E-support Culture Customer Centricity 451

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. Ultimately, your employees will exceed customer expectations. With your support and encouragement, you will inspire and empower them to develop themselves and engage others.

Leadership 158

Leadership Engagement Financial Loyalty 158

InMoment XI

NOVEMBER 13, 2024

Proactively monitoring customer health can help businesses cut churn by over 34% for at-risk clients. Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving. For example, you can send gift cards to at-risk customers after their next purchase. It enhances customer satisfaction.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

BirdEye

MARCH 6, 2025

Did you know that 90% of customers expect an immediate response from businesses, and for most of them, immediate means less than 10 minutes? And whats generating much attention as a powerful differentiating factor in customer engagement are AI chatbots.

Customer Engagement 52

Customer Engagement Engagement Marketing Banking 52

InMoment XI

NOVEMBER 21, 2024

For example, if price is a significant factor for your customers, you can satisfy them by adjusting your pricing model or offering loyalty rewards. A deeper understanding of customer expectations highlights areas for improvement. It shows you what features to prioritize based on customer pain points.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

DECEMBER 10, 2024

Identify At-Risk Customers Knowing who is likely to leave helps you optimize your churn reduction efforts. It enables you to pinpoint specific user profiles for re-engagement. Tracking activity levels is a straightforward way to recognize at-risk customers. businesses losing $136 billion annually due to avoidable churn.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

MAY 3, 2022

What kind of questions you ask and when you ask them in the customer journey can make a big difference in the data you’ll collect. The next question you have to ask is, “are surveys really the best way to engage customers?” In our 2022 Experience Trends Report we discovered that Gen Z customers and employees in the U.S.

Insurance 370

Insurance Return on Investment Voice of Customer ROI 370

eglobalis

JULY 25, 2024

In contrast, European companies, including those in the UK, tend to focus more on product quality and regulatory compliance, sometimes at the expense of the customer experience. European companies, in contrast, often face challenges in aligning their digital strategies with customer expectations.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

InMoment XI

MAY 10, 2022

Train your employees to go above and beyond to provide your customers with helpful, friendly, and knowledgeable service to create an experience your customers will remember. Simply put, investing in employee engagement saves you money. Is your retail store an inviting place for customers to spend their time?

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

GetFeedback

AUGUST 14, 2019

And you’ve got to ask: “Do they have the tools, resources, and processes they need in order to serve the customer the way the customer deserves or desires?” Engage employees. Your ongoing customer experience transformation work will not be successful if you have not properly engaged employees in it.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

CX Accelerator

AUGUST 19, 2019

what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. And this is both as a whole, as well as within specific departments responsible for different parts of the customer journey.

Telecommunications 345

Telecommunications Customer Journey Mapping Metrics Touchpoint 345

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. You heard me right: not one department owns the customer experience—it’s every department!

Airlines 370

Airlines Government Webinar ROI 370

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

Beyond Philosophy

OCTOBER 3, 2024

Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them. Afterward, customers remember what happened and compare it to what they thought would happen. Engage in proactive communication.

Customer Expectations 88

Customer Expectations E Commerce Social Media Call Center 88

Beyond Philosophy

SEPTEMBER 27, 2024

She wants to know how to manage rising customer expectations with fewer resources than she used to have. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Claire noted that customer expectations seem to be constantly rising. Claire Dunwood has a pickle.

Customer Expectations 97

Customer Expectations Management Customers Communication 97

InMoment XI

OCTOBER 25, 2024

Customers expect an empathetic reply to their feedback instead of something that feels automated. It’s important to deliver a consistently positive customer experience across all touchpoints. From the food quality to service and ambiance, each aspect of your restaurant should satisfy customer expectations.

Feedback 195

Feedback Management Social Media 2024 195

GetFeedback

JANUARY 28, 2020

This means more revenue to your business and stronger relationships with customers. But how do you keep customers from leaving? What are the best customer retention strategies? It’s no doubt that you are using social media to engage with your customers. Customer retention through social media isn’t easier though.

Social Media 322

Social Media Customer Retention Customers Article 322

InMoment XI

JULY 13, 2023

The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Review moderation engaging with customers publicly and privately to improve brand perception. NPS, CSAT, CES survey responses measuring satisfaction and pinpointing customer effort levels.

Management 115

Management Customer Experience Roadmap NPS 115

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Here’s how VFRs enhance customer experience and build trust: 1.

Retail 145

Retail Social Media Technology Brands 145

InMoment XI

AUGUST 17, 2023

Identify Pain Points: By listening to your customers’ experiences and collecting feedback at various touch points along the journey by utilising voice of the customer surveys , you can identify areas where your product falls short or where improvements can be made.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

GetFeedback

JULY 24, 2018

Bain & Company once surveyed 362 companies, and 80% said they delivered a “superior customer experience.” ” But according to their customers, only 8% really did. In this age of hyperconnectivity , brands can engage their customers in more ways than ever, yet they’re failing to meet their needs.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277