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. Why is Digital Customer Experience Important?

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. The value of customer feedback and reviews is evident from the following statistics: 46% of diners, representing 79 million customers, say that positive online reviews made them more likely to visit a restaurant.

Feedback 195

Feedback Management Social Media 2024 195

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

Leadership 235

Leadership B2B B2C Net Promoter Score 235

eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction.

NPS 456

NPS Feedback Net Promoter Score B2C 456

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?

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

InMoment XI

NOVEMBER 26, 2024

A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services, and people. Customer journey maps may also be called customer interaction maps, customer corridors, or service blueprints.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

NOVEMBER 21, 2024

For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs. It enables informed decision-making for CX teams. VoC insights help businesses make data-driven decisions for customer experience (CX) improvements. It informs product improvement strategy.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

SurveySensum

MARCH 10, 2025

Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty. Simply put, it turns everyday conversations into actionable data – helping brands deliver more personalized and efficient customer experiences.

Interaction 52

Interaction Insights Social Media Customer Service Representative 52

TechSee

NOVEMBER 27, 2024

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. When customers interact with a company, their expectations revolve around receiving prompt, attentive, and tailored communication.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

InMoment XI

OCTOBER 31, 2024

Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations. Call center metrics provide insight into the customer experience and quantify agent productivity.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

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. Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

DECEMBER 4, 2024

While AI will undoubtedly enhance certain aspects of CX, this view oversimplifies the multifaceted nature of customer expectations and underestimates the continuous adaptation required to meet evolving demands in global markets. Example: Microsoft relies on its customer success teams to gather feedback on its Azure platform.

2030 419

2030 B2B Culture Government 419

InMoment XI

DECEMBER 17, 2024

What Is a Customer Experience Manager (CX Manager)? A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. AI unlocks 100% of it.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

DECEMBER 10, 2024

It boosts Customer Lifetime Value (CLV) : Loyal customers spend more over time, creating a positive impact on your bottom line. This information guides product development to better fulfill customer needs and goals. Use surveys and social media monitoring to capture insights into customer experiences.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Team Support

OCTOBER 4, 2022

A company's ability to provide an ideal B2B customer support experience is only capable of going as far as it can meet customer expectations. To this end, a ticketing management system, or the team behind it, needs to also manage customer expectations. Understand your customers. Check in frequently.

Customer Expectations 126

Customer Expectations Management B2B Customer Service Representative 126

GetFeedback

DECEMBER 21, 2018

consumers say they’d share more personal information with a company that offers a great experience. ( One in three customers will pay more to receive a higher level of service. 66% of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. 63% of U.S.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Retently

OCTOBER 11, 2024

EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect.

Retail 134

Retail 2024 Customer Service Feedback 134

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

GetFeedback

JULY 19, 2019

We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. We can agree there are more customer interactions than ever before, and some of that is our own fault. That’s the customer expectation.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Retently

NOVEMBER 29, 2024

Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. Just like meeting someone new, customers form snap judgments – sometimes in just a few seconds – about your business. This blend provides a well-rounded view of customer sentiments and highlights specific areas for improvement.

Events 120

Events Feedback Interaction E-support 120

InMoment XI

NOVEMBER 13, 2024

Acquiring new customers is more expensive than retaining current ones. Proactively monitoring customer health can help businesses cut churn by over 34% for at-risk clients. It informs effective marketing strategy. Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

ShepHyken

MARCH 31, 2025

How can proactive communication improve customer satisfaction? Top Takeaways Businesses that prioritize professionalism in their interactions gain a threefold advantage over their competitors. It’s about being knowledgeable, reliable, and meeting customer expectations.

Customer Relationships 69

Customer Relationships Customer Satisfaction Customers Customer Expectations 69

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Key Takeaways Reviewing and analyzing customer feedback is a daily priority CX Managers track reviews, surveys, support tickets, and returns to spot patterns and escalate critical issues.

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. Shopping online is more than just convenient – it’s the new normal.

Retail 144

Retail Social Media Technology Brands 144

InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Customer service agent notes and messages.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InMoment XI

NOVEMBER 20, 2023

It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape. At its core, AI in CX is about leveraging technology to gain a deeper understanding of customer experiences.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

Retently

OCTOBER 23, 2024

Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. It’s no longer enough to just sell a product; stores must engage with their audience at every step of the buyer’s lifecycle to ensure an exceptional customer experience.

Retail 109

Retail NPS Touchpoint Feedback 109

GetFeedback

NOVEMBER 25, 2019

Internet Search Engines and Information: 79%. If your industry didn’t make it into the ACSI list, comparing yourself to the overall US customer satisfaction score of 76.5% While it helps to know where you stand relative to your peers, the key to success is to focus on always improving your own score and customer experience. .

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

InMoment XI

OCTOBER 12, 2023

They should be strategies that deliver the seamless, convenient, and efficient interactions with brands that customers expect. Omnichannel Contact Center Solutions Benefit #1: Enhanced Customer Engagement Omnichannel contact center solutions empower businesses to engage with customers on their terms.

Contact Center 195

Contact Center Omnichannel Customer Experience Social Media 195

ShepHyken

DECEMBER 9, 2024

Top Takeaways Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors. Customer loyalty is fragile. Here are some highlights: 61% of consumers shared that trust in the information that companies provide to them is a top priority.

Feedback 73

Feedback 2025 Airlines Hospitality 73

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Feed the data into your AI tool : Choose an AI tool to analyze your data, ensuring the solution will keep all customer information confidential.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

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. You might even have expectations that you form based on memories of a similar trip to Africa to a different country.

Customer Expectations 88

Customer Expectations E Commerce Social Media Call Center 88

InMoment XI

OCTOBER 19, 2023

Contact centers are the beating heart of customer service operations, and is often considered as part of customer services best practices. They serve as centralized hubs where businesses manage customer interactions. The primary goal of a contact center is to ensure that customers receive timely and effective support.

Contact Center 273

Contact Center Customer Service Omnichannel Social Media 273