InMoment XI

DECEMBER 10, 2024

Use surveys and social media monitoring to capture insights into customer experiences. Deliver Excellent Customer Service Feedback collection, analysis, and social listening provide the insights you need to improve customer experiences. These insights enable you to personalize interactions and improve weak touchpoints.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Blueshift

DECEMBER 9, 2024

Managing multiple channels in e-commerce can be complex, especially when trying to deliver consistent, personalized experiences across every customer touchpoint. Brands today must connect with customers through multiple platforms including email, social media, mobile apps, and websites.

E Commerce 52

E Commerce 2025 Marketing Social Media 52

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. By increasing personalization in interactions, touchpoints, and engagements, you give customers a sense of identity and can more easily attract their attention that way.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

OCTOBER 17, 2024

Customers discover your business through various channels, from their colleagues to social media posts. E-commerce Questionnaire Were you satisfied with how easy it was to navigate our website and find the items you were looking for? Here are a few questions for inspiration: 13. How did you hear about our company?

Feedback 195

Feedback Insights Customers Banking 195

GetFeedback

JULY 23, 2018

Smart retailers know that brand interactions have moved beyond the limits of brick-and-mortar stores—interactions happen on the company website, via e-commerce platforms, on social media, on review websites and platforms, through television and other advertisement media, and through new channels that seem to be constantly changing.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

eglobalis

JULY 2, 2024

Japanese e-commerce giant Rakuten and French beauty leader L’Oréal leverage AI-driven analytics to monitor sentiment across digital platforms, enabling proactive responses to customer feedback. Segmentation and Personalization : Tailor feedback mechanisms to different customer segments to enhance relevance and effectiveness.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

JULY 23, 2024

This means it can include everything from discovering your brand through social media, navigating your website, making a purchase, and receiving support after they make an online purchase. Having a good or even a bad e-commerce customer experience can significantly impact your bottom line.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

ShepHyken

APRIL 27, 2018

This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. Building an e-commerce site is just the first step of a successful e-commerce journey. Utilize Social Media.

E Commerce 84

E Commerce Blog Social Media User Experience 84

transcosmos Information Systems

MAY 31, 2018

E-commerce greatly flourished over the last few years not only due to the vast improvements made with the Internet (i.e., Omnichannel e-commerce relies heavily on creating a consistent and seamless customer experience across all channels and is often confused with multi-channel. Make every touchpoint a shopping haven.

E Commerce 83

E Commerce Omnichannel E-support Multi-Channel 83

InMoment XI

NOVEMBER 15, 2023

For instance, imagine an e-commerce company that recently implemented a new online chat support feature. These sources include surveys, social media, reviews, and customer support interactions. Consider the case of a leading e-commerce company that used customer experience analytics to its advantage.

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. Example: Many e-commerce websites deploy AI-driven chatbots to engage with visitors, address queries, and facilitate seamless browsing and purchasing experiences.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

Thematic

APRIL 3, 2025

Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful. Exponential growth in unstructured data (social media, emails, customer feedback). Let’s start.

Marketing 62

Marketing 2030 E Commerce Social Media 62

InMoment XI

FEBRUARY 14, 2024

Omnichannel customer experience refers to providing a seamless and integrated experience for customers across multiple channels or touchpoints. Omnichannel strategies prioritize seamless integration and consistency across all customer touchpoints.

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Integrate these conversational AI agents across various channels, including websites, mobile apps, social media, and messaging platforms.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

InMoment XI

JULY 18, 2024

It includes customer reviews, social media comments, and website analytics. Social Media Social media platforms and social media marketing tools are becoming increasingly popular and effective sources of customer feedback.

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. E-commerce VoC platforms are well suited for the online shopping environment.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

ShepHyken

MAY 31, 2021

How E-Commerce, M-Commerce and S-Commerce Are Setting New Customer Experience Standards by David Fletcher. Total Retail) The ways that people can buy online keep evolving, which means there are more CX touchpoints to consider than ever.

Article 138

Article E Commerce 2021 Customer Service 138

Thematic

FEBRUARY 24, 2025

Here’s how: Gather real-time feedback through surveys, reviews, and social listening. Analyze customer interactions across multiple touchpoints. Social media listening – Analyze comments, mentions, and discussions about your brand. Businesses need to collect, analyze, and apply customer feedback effectively.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Optimove

JUNE 1, 2023

At the heart of that low-key struggle is the cold hard truth that marketing touchpoints can become innumerable – not just in the figurative sense, but impossible to count, let alone quantify, measure and optimize. Instead, customers embark on a complex journey influenced by multiple touchpoints and channels.

Customer Journey 98

Customer Journey E Commerce E-support Marketing 98

InMoment XI

MARCH 25, 2024

The e-commerce and retail giant implements predictive analytics techniques across various facets of its operations, from its powerful product recommendation engine (“Customers also bought these items”) to dynamic pricing adjustments. A classic example comes from Amazon. There are many ways to try to automate this task.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

InMoment XI

JANUARY 4, 2024

At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement. Responsive Customer Support Offer responsive and accessible customer support across various channels, including live chat, email, and social media.

Retail 195

Retail Customer Experience Social Media NPS 195

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. Customer Experience Management (CXM) Definition CXM, on the other hand, focuses on improving the overall customer experience beyond just transactional touchpoints.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

CSM Magazine

SEPTEMBER 8, 2023

E-commerce has revolutionized the way we shop, bringing unparalleled convenience and choice. As of 2022, global e-commerce sales surpassed $5.7 In this article, we’ll explore a few next-level approaches that are shaping the future of e-commerce engagement. And remember, always prioritize customer feedback.

E Commerce 52

E Commerce Loyalty Engagement Customer Engagement 52

TechSee

APRIL 28, 2020

Omnichannel – an approach that provides an integrated user experience across multiple customer touchpoints – was once thought to be the be-all and end-all of customer interactions. Users not mindful of channels: Customers no longer make clear distinctions between e-commerce, stores, mobile, and catalogs.

Customer Journey 124

Customer Journey Multi-Channel Omnichannel E Commerce 124

CSM Magazine

FEBRUARY 5, 2025

AI Chatbots and Virtual Assistants Chatbots are often the first touchpoint in a hybrid contact center. How It Works : A customer chats with a virtual assistant via the company website, app, or social media. The AI answers straightforward questions, like “Where’s my package?”

Contact Center 52

Contact Center E Commerce E-support Social Media 52

Thematic

MARCH 30, 2025

That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. Instead, you need unified data analytics to connect every touchpoint and every voice. But collecting feedback is only half the battle. The real challenge is integrating it.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

SurveySensum

MARCH 5, 2025

Call center text analytics helps you consolidate and unify customer data across multiple channels – calls, emails, live chats, social media, and surveys – creating a 360-degree view of the customer. By analyzing omnichannel feedback , you can: Identify common issues customers face across different touchpoints.

Call Center 52

Call Center Contact Center E Commerce E-support 52

ProProfs Chat

MARCH 13, 2020

Buyers today expect to have multiple touchpoints with the retailer. Earlier, the synchronicity of customers across multiple channels simultaneously was a challenge for retail or e-commerce companies. Omnichannel support connects all the communication channels, including ticketing systems, social media, live chat, etc.

Omnichannel 110

Omnichannel Customer Engagement Engagement E Commerce 110

ReviewTrackers

JULY 15, 2020

The customer experience is also influenced by how a customer interacts with your website, mobile app, social media channels, and online review sites. The pre-transaction experience begins online — with social media, e-commerce, organic search and reviews. 57 percent of the consumers turn to social media.

Technology 114

Technology Customer Experience E Commerce Social Media 114

transcosmos Information Systems

AUGUST 17, 2017

Customer care service can be delivered through social media, mobile apps, messaging platforms, or even SMS. Customers interact with brands through different touch points, be it by phone, email, social media, or your website. You can collect information at every touchpoint and create a 360-degree view of this user.

Engagement 75

Engagement E Commerce Customer Experience Social Media 75

Comm100

OCTOBER 31, 2024

Through conversational marketing, you ensure two-way communication with your audience and offer an enhanced experience throughout all touchpoints in the buyer’s journey. So, they may reach out to you when exploring your website or relevant social media platforms for their inquiries.

Marketing 52

Marketing Social Media E Commerce E-support 52

BirdEye

FEBRUARY 4, 2025

A proactive reputation monitoring strategy helps prevent negative feedback from overshadowing your brand, ensuring trust across social media, review sites, and other digital channels. With Google Alerts and social monitoring , brands gain deeper insights into what customers expectgiving them an edge in optimizing customer experience.

Brands 52

Brands Management Multi-Channel Social Media 52

Thematic

MARCH 26, 2025

Businesses can gain valuable insights from multiple sources—including support tickets, social media, and app store reviews. Social media comments – A raw and honest source of feedback shared in real time. Community engagement – Announce updates on forums and social media to re-engage users.

Feedback 62

Feedback Social Media Customers E-support 62

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. Examples of Personalized Interactions For example, an e-commerce website might suggest a hat to go with a recently purchased shirt. What is Customer Experience Improvement?

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Customer Guru

JUNE 26, 2018

Its purpose is to create a harmonious and seamless customer experience across all touchpoints or channels – whether customers are shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store. Understanding the importance of social media brand integration. Creating loyal customers.

Omnichannel 82

Omnichannel Retail E Commerce Loyalty Programs 82

Kustomer

NOVEMBER 15, 2021

Where online retail and services were once considered a nice or handy shopping alternative, 2020 saw e-commerce transform into an accelerated necessity for brand and customer survival. By the end of this year, e-commerce is anticipated to account for 18% of all retail sales worldwide with that number jumping to 22% by 2023.

E Commerce 59

E Commerce Brands E-support Customer Experience 59

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Pricing The basic plan starts at $99/month, with a free version and trial offering 25 survey responses, unlimited surveys, users, touchpoints, and questions, plus website integrations.

Customer Success 52

Customer Success Multi-Channel NPS B2B 52