InMoment XI

MARCH 3, 2022

If you find yourself at the beginning of such a journey, we’ll be diving into three truths you’ll definitely want to hear. The beginning of a true CX transformation journey starts with facing the reality that your old ways of approaching experiences might not be the best—and being willing to adapt your approach according to best practice.

Fashion 370

Fashion Government Webinar Measurement 370

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Yes, you can steal that definition. In fact, you’ll find many articles dance around this question. We won’t mind. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

OCTOBER 4, 2023

Before we dive in, I feel that a quick definition of integrated CX—from our perspective—is a good place to start. Now that we have done a bit of definition, how can you take this integrated CX approach and put it into action at your company? What is Integrated CX?

Blog 418

Blog Customer Experience Net Promoter Score Financial 418

InMoment XI

SEPTEMBER 28, 2022

The value that qualitative research brings to a customer experience program is in being able to definitively probe with customers about why they respond and behave the way they do. Only in live, qualitative research can you fully leverage the “5 Why’s” technique to drill down to the root cause of a customer’s behavior.

Customer Journey Mapping 418

Customer Journey Mapping Customer Experience Customer Journey Consulting 418

InMoment XI

DECEMBER 30, 2021

Last but definitely not least, is a guide to transforming your experience program. Moving the right pieces in the right places like this can be a game-changer for your CX program. Find out the other secrets to winning these moments when you watch the webinar! CX Transformation: The Key to a Truly Valuable Program.

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

GetFeedback

JULY 24, 2018

If you read definitions online, you’ll find a number of interpretations. But neither definition captures the breadth and variety of modern customer relationships. But what does it really mean? Some say customer experience is the perception customers have of a brand based on their interactions.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

InMoment XI

OCTOBER 12, 2022

What Is the Definition of Voice of Customer (VoC)? What Is the Definition of Market Research ? However, even though they’re different, it’s important to point out that one isn’t necessarily better than the other—and brands need both if they want their customer experience (CX) programs to reach their potential.

Voice of Customer 221

Voice of Customer White Paper Marketing Definition 221

eglobalis

AUGUST 19, 2024

Definitive Guide to Net Promoter Score, Salesforce, [link]. Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution, Eglobalis, [link]. NPS: A Misleading Metric For B2B In Unprecedented Times? Forbes, [link]. How to Calculate Customer Lifetime Value (CLV) & Why It Matters, HubSpot, [link]. Is the Net Promoter Score Dead?

NPS 434

NPS Net Promoter Score Metrics 2025 434

InMoment XI

OCTOBER 5, 2022

Anytime you enter a retail store or dine at a restaurant, we bet you have some very definite expectations, one of which is to have a pleasant interaction with the staff. And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen.

Feedback 370

Feedback Customer Centricity NPS Definition 370

InMoment XI

APRIL 18, 2022

And, there are definite connections, or links, to how the rate of employee resignations can, and does, impact customer experiences and perceptions of value. What Causes Employee Turnover? How Does Today’s Unprecedented Employee Churn Impact Customers Tomorrow? Today, there are multiple drivers, or causes, of employee turnover.

Article 418

Article Employee Experience Culture Connections 418

BlueOcean

DECEMBER 2, 2024

If an agent has created a “wow” experience that gets public recognition from a guest, that’s pretty much the definition of a job well done, and we need to recognize and value that. Because social media plays such a big role in the hospitality business, we reward our agents every time a guest names them in an online review.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

InMoment XI

MARCH 21, 2022

By constantly referring back to the original plan, it will help build your organisational culture around the customer, and this will definitely help with momentum of your program, taking you further than you could possibly go if you were shouldering the weight of the CX program alone.

Brands 397

Brands Roadmap Webinar Social Media 397

InMoment XI

SEPTEMBER 13, 2022

We at InMoment have had the pleasure of working with some of the world’s greatest brands—and one brand that definitely stands out on that list is global footwear retailer, Foot Locker.

Innovation 370

Innovation Sports Voice of Customer Social Media 370

C3Centricity

NOVEMBER 12, 2024

Define Customer-Centricity from the Top Down A leader must set a clear and aligned definition of customer-centricity. Encouraging leaders to establish and communicate this definition creates a foundation for a company-wide culture that actively listens and adapts to customer feedback.

Leadership 62

Leadership Culture Customer Centricity Rewards Programs 62

Beyond Philosophy

MAY 11, 2023

The funny thing is that even after having over twenty years of experience in customer experience, I don’t have an excellent definition of customer engagement. Now, obviously, the words have an implied definition. However, I wanted a streamlined and straightforward definition. ” So, those are some definitions.

Customer Engagement 157

Customer Engagement Engagement Social Media Definition 157

GetFeedback

APRIL 22, 2019

There’s no doubt–CSAT is definitely relevant. Customer Satisfaction surveys are not designed to give you a comprehensive view of customer perception, but they’re very helpful for pinpointing issues, especially if you use CSAT scores to grade different parts of your business. Here are the reasons why.

Customer Satisfaction 323

Customer Satisfaction Net Promoter Score NPS Effort Score 323

ShepHyken

OCTOBER 15, 2024

Perfection in customer service is not always possible, but the way a mistake is handled can make up for imperfections.  My friend Tom Baldwin, former CEO of Morton’s The Steakhouse and Benihana, shared his definition of customer service: “Great customer service is mistakes handled well.”

Customer Service 87

Customer Service Workshop Customer Service Training Definition 87

ShepHyken

FEBRUARY 4, 2025

It may or may not be something you can do in your organization, but it is a conversation that is definitely worth having. Sit down with your team and brainstorm how you can get feedback during the experience, not just after it. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Feedback 90

Feedback Government Hotels Workshop 90

GetFeedback

JUNE 12, 2019

Norman’s definition implies that UX includes all interactions, which sounds a lot like CX, right? Well, over time the term user experience has morphed into its own, new experience category.

User Experience 329

User Experience Customer Experience Reference Customers 329

Heart of the Customer

NOVEMBER 5, 2020

It’s definitely worthwhile to simplify your customer experience. In CX, we all focus on making the experience easier on our customers. (We We even made it the title of our book.) But building loyalty isn’t as simple as removing friction. Don’t get me wrong.

Definition 172

Definition Loyalty Books Customer Experience 172

Zeisler Consulting

OCTOBER 29, 2024

Frankly, if I go any further with this, I’ll definitely start demonstrating my lack of knowledge of what it takes. Marketing teams are always hard at work determining where their brand should play and how, basically, to go to market. That’s far more than picking fonts and color schemes; much more than advertising and shooting commercials.

Advertising 93

Advertising Definition Brands Marketing 93

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Every organization has its own unique definition of Customer Experience success — and your CEO needs to know yours. . Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Beyond Philosophy

MAY 6, 2023

Now, part of not having any content on the subject means I didn’t have a definition ready for the term. Each of these definitions was unique and oddly familiar. One addition I might make to the combination definition from my previous three sources is to deliver an experience that a customer thinks of as “time well-spent.”

Customer Engagement 147

Customer Engagement Engagement Definition Fashion 147

InMoment XI

MARCH 23, 2022

Despite what all the debate over The Great Resignation might imply, though, there is in fact a hierarchy of causes and events that we can definitively track to what we’re seeing in the job market right now.

Brands 370

Brands Document Employee Experience Events 370

GetFeedback

MAY 13, 2019

You cannot capture what you haven’t defined and, to ensure consistency, the definition has to be clear. Renewal rates or follow-on purchases are definitely a way to show your program is working. VoC feedback training. Train all employees how to recognize Voice of the Customer feedback.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

InMoment XI

SEPTEMBER 20, 2022

The most basic definition of employee experience often has to do with overall happiness on the job (or what is generally understood as employee satisfaction). Each of the studies used different definitions and, collectively, came up with 26 key drivers of engagement. Subsequent stages in EX maturity build upon that first step.

Culture 195

Culture 2006 Definition Employee Experience 195

CX Accelerator

OCTOBER 28, 2020

We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term. I know this isn’t the original intent of the song, but to me, this points to the importance of listening to our customers — especially those things that frustrate and aggravate — and then learning from those mistakes.

Definition 281

Definition Culture Customer Centricity Blog 281

InMoment XI

DECEMBER 16, 2021

An engaged employee, to follow the accepted range of definitions by HR professionals and consultants, is a fit for his/her role, is aligned with the goals of the organization, and is a productive individual. Rules of Engagement.

Communication 195

Communication Culture Definition Employee Experience 195

CX Accelerator

MARCH 14, 2019

While it is far from a definitive guideline, most of the test-takers were shocked at the accuracy of the results and the self-awareness it provided. The assessment is based on the science of Myers-Briggs, and it attempts to predict how a person will behave based on their responses. Let's get to the results!

Customer Experience 369

Customer Experience ROI 2019 Customers 369

CX Accelerator

JANUARY 7, 2019

This is definitely an exciting period where we’re training machines to get better at certain functions. What you’re more likely to continue to see are applications with these technologies built in that continue to learn and make significant gains in efficiency, slowly automating some of the low hanging fruit in the process.

Net Promoter Score 275

Net Promoter Score Contact Center 2019 Technology 275

BlueOcean

FEBRUARY 11, 2020

A Comprehensive Definition of Customer Experience. However, as customer experience evolves, it becomes ever more apparent that the exact definition of it shifts from one company to the next. That’s a really cool/disruptive concept! Check it out! Read more here. That’s why we love this article from Salesforce.

Article 177

Article Customer Experience Net Promoter Score Definition 177

CloudCherry

APRIL 5, 2019

Definitely give me that extra 30% and free shipping, I’m all about it. For example, exit intent on the website, do you like it when this happens to you? I hate it when I am shopping for B2B tech, but I love it when I am shopping for clothes for my wife.

Marketing 278

Marketing Customer Experience B2B Airlines 278

BlueOcean

MARCH 3, 2025

If sourcing isnt an expert in the industry before they go to RFP, and the contract isnt clear as a result, there will definitely be issues that come up later. What are the table stakes, the trends, the market research, the vocabulary? The framework of a successful partnership is the RFP, and the subsequent contract is what sets the tone.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

Experience Investigators by 360Connext

APRIL 11, 2023

According to the dictionary, here is the definition. Well, I’m betting your definition of what quality means to your customers might just differ from their version. So what’s the definition of a “quality” customer experience for these banking customers? But what really is the meaning of quality? So is that quality?

Customer Journey Mapping 162

Customer Journey Mapping Banking B2B Definition 162

ShepHyken

JULY 22, 2020

The official definition—actually, there are two of them, according to Merriam-Webster—is to contend in battle or physical combat, and to put forth a determined effort. When it comes to customer service, I’m in alignment with the second definition. That second definition should sum it up for everyone.

Definition 166

Definition Poor Customer Service Customer Service Training Sales 166