eglobalis

NOVEMBER 12, 2024

But imagine transforming each client engagement into an indispensable experience that not only meets but anticipates and exceeds client expectations. Develop a Deep Understanding of Client Needs Moving beyond surface-level engagement requires a nuanced understanding of the client’s industry, market pressures, and specific pain points.

Customer Centricity 434

Customer Centricity B2B Feedback Consulting 434

eglobalis

NOVEMBER 26, 2024

However, employees under persistent stress may struggle to engage authentically, impacting the quality of service and eroding trust. Organizations must take proactive steps to prevent empathy fatigue, ensuring their teams remain energized, engaged, and capable of delivering exceptional client experiences. The same applies to B2C.

B2B 406

B2B B2C Culture Workshop 406

InMoment XI

NOVEMBER 12, 2024

Here are some other key benefits of social media monitoring: Enhanced brand awareness Improved customer engagement Effective crisis management Competitive Analysis Informed Market Research Enhanced Brand Awareness Social media monitoring allows brands to gauge their visibility across channels and understand how their audience perceives them.

Social Media 360

Social Media 2024 Metrics Brands 360

eglobalis

NOVEMBER 5, 2024

Laying the Foundation for Social Media and Customer Connection Solis’s first book, Engage! When I first read Engage! , But a few years later, it became clear just how accurately he had anticipated the future of digital interaction and customer engagement. His insights, from early thoughts on social media’s power in Engage!

Leadership 391

Leadership Innovation Books Social Media 391

InMoment XI

APRIL 18, 2022

Employee Engagement: Does the Defense’s Case Still Hold Water? When it comes to optimizing the employee experience, does an engagement-based approach still work? Yet, traditional engagement research only minimally addresses, if at all, what cultural factors work, or don’t work, for employees.

Article 418

Article Employee Experience Culture Connections 418

InMoment XI

SEPTEMBER 28, 2021

Fostering true loyalty and engagement with customers starts with the basics—and we’re laying those out for you in our top tips, listed below! Providing your customers with an open channel for communication and feedback engages your customers and strengthens your relationship with them. All of these are good attempts.

Loyalty 389

Loyalty Feedback Advertising Customer Relationship Management 389

eglobalis

JULY 31, 2024

These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences. By delivering customized content experiences, businesses can enhance engagement, drive more meaningful interactions, and increase customer satisfaction.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

InMoment XI

OCTOBER 21, 2021

I would classify them as engagements. A customer has engaged with your brand, but there was no interaction, because it was only unilateral. Thus, not all engagements are interactions. If the examples listed above are not interactions, but engagements, are they considered part of your customer experience?

Interaction 361

Interaction Customer Experience Definition Customers 361

InMoment XI

MAY 4, 2022

ATB Financial, which has appeared repeatedly on Achievers’ 50 Most Engaged Workplaces list (and most recently as one of The Elite 8 ), encourages its employees to logon to the recruiting site Glassdoor and leave anonymous reviews of the company. Solicit Employee Feedback. How does an employee show loyalty? Through open communication.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. This includes proactive efforts like on-boarding, training, and engagement to drive adoption, loyalty, and renewals.

Metrics 322

Metrics Customer Success 2024 2023 322

InMoment XI

JUNE 8, 2023

You can read about alphabroder’s full employee experience journey and receive specific examples of changes they’ve made because of their employee engagement and feedback data that is used by every executive, manager, and associate. “At The annual employee survey and engagement program is reaping many benefits for alphabroder.

Apparel 372

Apparel Employee Experience NPS Feedback 372

eglobalis

DECEMBER 17, 2024

A McKinsey study found that AI-driven personalization not only increases engagement but also leads to measurable results such as 20-30% higher upsell success rates and significant cost savings. A practical example is AI-driven account health monitoring , which evaluates client relationships and flags at-risk accounts based on engagement data.

2025 221

2025 Net Promoter Score B2B Multi-Channel 221

InMoment XI

AUGUST 31, 2022

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). Banks can and should engage with customers via CX surveys and other feedback methods to see what customers love about the experience and what might need a little tweaking.

Banking 370

Banking Customers Interaction Feedback 370

InMoment XI

OCTOBER 5, 2022

And when employees are fully engaged and satisfied with their job, it shows. The question is, then, “What is the critical element to helping employees engage in their work?” It’s called motivation, and you can’t have engagement without it. It’s called motivation, and you can’t have engagement without it.

Feedback 370

Feedback Customer Centricity NPS Definition 370

InMoment XI

JANUARY 9, 2024

When customers are satisfied and engaged, they are more likely to make repeat purchases, upgrade services, enter into partnerships with your company, and explore additional offerings over time. This makes it critical to invest in technology that will better engage consumers and make every part of the customer journey pain-free.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

MAY 10, 2022

Work toward a culture of centered on employee engagement and provide your staff with regular training, feedback, and incentives to encourage consistently excellent performance. Simply put, investing in employee engagement saves you money. Step #2: Store Experience.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

InMoment XI

AUGUST 8, 2023

Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results. In the following sections, I will delve into strategies that not only increase your response rate but also invigorate program engagement and yield more representative results.

Net Promoter Score 435

Net Promoter Score Customer Service Representative Feedback Touchpoint 435

eglobalis

DECEMBER 11, 2024

Through A/B testing and other experimental methods, businesses can assess different design elements’ impact on user engagement and satisfaction. Employee Training and Engagement Employee interactions are pivotal to customer experience. High engagement levels indicate that customers find the changes valuable and engaging.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

InMoment XI

SEPTEMBER 21, 2023

Engage in Social Search – By monitoring social media conversations, you can quickly identify customer concerns, respond to customer inquiries, and engage with customers to build positive relationships.

Management 368

Management Social Media Feedback Voice of Customer 368

InMoment XI

MARCH 30, 2022

Organizations that use workforce analytics have the most engaged workforces, and they thrive in tough conditions. — Tim Ringo, Workforce Analytics Isn’t as Scary as It Sounds. The best and most contemporary approach for employee-generated text analytics is natural language processing, or NLP.

Insights 368

Insights Insurance 2019 Document 368

InMoment XI

DECEMBER 19, 2022

Active Listening Studio includes: DIY Survey Creation Our AI-powered Engagement Engine The Rapid Resolution Engine Our Eligibility Engine Social Monitoring Multimedia Feedback. DIY Surveys are a great way for brands to create and design unique surveys that engage targeted audiences through a multichannel approach.

Touchpoint 370

Touchpoint Feedback Workshop Customer Journey 370

InMoment XI

OCTOBER 5, 2023

Improve Contact Center Experience Step #3: Engage and Enable Employees While it’s not uncommon for brands to provide training for their employees in customer interactions, organizations can unlock even greater potential by actively encouraging their staff to share their unique perspectives on customer problems.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

InMoment XI

JANUARY 6, 2022

It’s hardly uncommon for organizations to reward employees, but whether you’re incentivizing above-and-beyond behavior or encouraging higher engagement, there’s always the risk that some reporting could be exaggerated. The best way to sidestep this potential obstacle is to base your incentive rewards on customer feedback.

White Paper 370

White Paper Rewards Programs Feedback Presentation 370

InMoment XI

SEPTEMBER 28, 2022

The distinguishing feature of qualitative research is that a trained interviewer is interacting live with an engaged respondent. Contact your client success director to inquire about how you can engage with InMoment for qualitative research, customer journey mapping, or ideation to improve the customer experience.

Customer Journey Mapping 418

Customer Journey Mapping Customer Experience Customer Journey Consulting 418

InMoment XI

OCTOBER 26, 2022

When your employees are engaged in the experience, your organization will benefit. And that engaged employees can increase an organization’s sales by up to 20%? By having engaged, customer-centric employees, you will see an increase in the frontline metrics that matter to your organization.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

JANUARY 18, 2023

The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Voice of Customer 370

Voice of Customer Consulting Innovation Technology 370

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. We also had a Customer Experience Council to engage the rest of the organization. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience.

Airlines 370

Airlines Government Webinar ROI 370

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. This reveals where they may encounter friction, drop off, or engage.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

DECEMBER 14, 2022

In the first episode of the XI Café Podcast we’re talking to legalsuper ’s CX Insights and Service Design Lead, Eslam Afifi.

Tourism 370

Tourism Government Financial Innovation 370

InMoment XI

FEBRUARY 25, 2022

Supporters of employee satisfaction and engagement programs, research and training techniques, with their focus on retention, productivity, and fit or alignment with business objectives, have made some broad, bold, and often unchallenged, assertions with respect to how these states impact customer behavior.

B2C 397

B2C Employee Experience Culture B2B 397