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. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Alida

SEPTEMBER 26, 2018

But before you can grow, you need to keep a pulse on your customers. It’s the only real way to future-proof your business, writes Scott Miller , CEO of Vision Critical: “In this landscape, the voice of the customer has never been more critical. Strategy 1: Improve the customer experience. 4 Proven Ways to Grow Your Business.

Customer Insights 408

Customer Insights Insights Books Customer Journey 408

Beyond Philosophy

OCTOBER 11, 2024

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Waterton shares valuable tips on making the feedback process seamless, efficient, and impactful.

Customer Insights 78

Customer Insights Insights Feedback Customers 78

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

Thematic

MARCH 20, 2025

Imagine launching a new product feature based on a hunch—only to find out customers don’t care about it. Or spending months refining a service only to see your customer satisfaction scores plummet. This happens when businesses make decisions without considering customer insights.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

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 234

Leadership B2B B2C Net Promoter Score 234

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. By the end, you'll know how to turn raw data into actionable insight. Why is this important?

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

InMoment XI

OCTOBER 29, 2024

A loyal customer is a valuable asset to your business. In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

DECEMBER 10, 2024

Losing customers never feels good, especially in a hyper-competitive market. In fact, it costs five times more to acquire new customers than it does to keep an existing one. But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Thematic

MARCH 20, 2025

Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table.

Customer Insights 62

Customer Insights Insights Social Media E-support 62

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 453

Customer Experience Customer Centricity Net Promoter Score Government 453

Thematic

MARCH 26, 2025

"Your most unhappy customers are your greatest source of learning." So, today, let’s go over the basics of the customer feedback loop. We’ll cover: What a customer feedback loop is, how it works, and why it’s crucial for business success. The four key stages of a strong feedback loop.

Feedback 62

Feedback Social Media Customers E-support 62

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Thematic

MARCH 2, 2025

Imagine losing 73% of your customers simply because they had a bad experience with your brand. This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? What Are Customer Insights?

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

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

Thematic

APRIL 8, 2025

Ever wonder how to actually use all that customer feedback you collect? That’s where a strong customer feedback loop process comes in. It typically includes four stages: collecting feedback, analyzing feedback, implementing changes, and closing the loop (following up with customers).

Feedback 62

Feedback NPS Insights Customers 62

InMoment XI

NOVEMBER 13, 2024

companies could save over $35 billion annually by satisfying existing customers? Understanding why customers want to leave can help you retain them and reduce acquisition costs. But, how do you identify customers at risk of leaving? Churn prediction detects which customers are likely to discontinue business with you.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Thematic

MARCH 18, 2025

Let’s be real—understanding your customers isn’t easy. They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. But here’s the kicker: That feedback is gold —if you know how to use it.

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

InMoment XI

OCTOBER 14, 2024

Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. This drop is a result of survey fatigue, a growing concern for businesses looking to embrace the customer-centric approach. There are two types of fatigue to consider here: survey-taking and survey-response.

2024 195

2024 Hospitality Feedback Healthcare 195

Thematic

MARCH 30, 2025

Did you know that over 50% of consumers will switch to a competitor after a single unsatisfactory customer experience? A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth.

Feedback 62

Feedback Customer Centricity Culture Customers 62

CSM Magazine

JANUARY 28, 2025

Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue.

Customer Insights 52

Customer Insights Insights E Commerce E-support 52

InMoment XI

OCTOBER 9, 2024

From onboarding the customer to converting them into a loyal brand advocate, each step of the customer journey is an opportunity to learn how your customer views your business. Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition.

Feedback 195

Feedback Social Media B2C 2024 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 data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

Retently

JANUARY 13, 2025

The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. CES is laser-focused on one thing: how easy it is for your customers to get what they need. Frustrating, right?

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Understand Your Customer Journey and Customers The first step in any B2B CX strategy is to map out the customer journey.

B2B 375

B2B Customer Experience Customer Centricity Omnichannel 375

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes.

Management 115

Management Customer Experience Roadmap NPS 115

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.

Customer Insights 118

Customer Insights Feedback Insights Social Media 118

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? We want to fix that.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Experience Investigators by 360Connext

JANUARY 8, 2015

If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. Retailers, financial services organizations and healthcare practices have all enlisted mystery shoppers to help improve their customers’ experiences.

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

GetFeedback

DECEMBER 26, 2018

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. CSAT surveys measure customer satisfaction with a specific experience.

Customer Satisfaction 286

Customer Satisfaction Measurement Net Promoter Score Feedback 286

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

SurveySensum

JANUARY 27, 2025

A multilingual survey is designed to gather feedback from diverse audiences by offering the questionnaire in multiple languages. Think of it as a tool that speaks your audiences languageliterally and figurativelybreaking down communication barriers and inviting genuine, thoughtful feedback from every corner of the globe.

Insights 52

Insights Customer Insights Download Customers 52

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

Blog 418

Blog Customer Experience Net Promoter Score Financial 418

Happy or Not

NOVEMBER 20, 2024

The possibility of collecting customer feedback is one of the most valuable tools for businesses aiming to enhance their user experience (UX) and improve customer satisfaction. Why is customer feedback important? Understanding what makes customers happy (or unhappy) is important in customer feedback.

User Experience 36

User Experience Customer Satisfaction Feedback Social Media 36

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Choose a channel.

Voice of Customer 239

Voice of Customer Customer Service Net Promoter Score Social Media 239