InMoment XI

JULY 13, 2023

The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty. How Prepared Do You Feel for Consumer Duty?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

delighted

APRIL 1, 2024

Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions.

Events 100

Events Feedback Net Promoter Score Touchpoint 100

eglobalis

JULY 31, 2024

These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX. Analytics and Reporting Tools Solutions like Google Analytics, HubSpot, and (Salesforce)Tableau among others provide in-depth insights into marketing performance across various channels.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience. There are a variety of surveys and metrics you can use to measure these different elements. Customer Experience Measurement Techniques .

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

Alida

OCTOBER 4, 2016

Online communities are now an important tool in gaining ongoing customer feedback and insight. In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. Don’t be a bore.

Engagement 250

Engagement Entertainment Insights 2016 250

InMoment XI

AUGUST 31, 2023

This year’s event is jam-packed with hands-on demonstrations, workshops, and interactive opportunities to help you extract tangible value from our speakers, as well as gain applicable knowledge for your experience programme. Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI.

2023 195

2023 Workshop 2024 Events 195

Experience Investigators by 360Connext

JANUARY 12, 2021

Your VoC program can allow your leaders to follow a standard and sustainable model of collecting feedback at key moments along the journey, analyze that feedback, then turn those insights into action. This collection of insights can be used to evaluate what changes are required to improve your overall customer experience.

Net Promoter Score 241

Net Promoter Score Customer Journey Mapping Metrics Customer Journey 241

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. The Customer Show launched in 2022, and the premise behind the event is to bring together everyone playing an active—or even a passive—role in the customer journey. Different teams have different goals and incentives.

ROI 195

ROI 2023 Events Insurance 195

InMoment XI

NOVEMBER 14, 2024

From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions. This classification of public opinion gives you insight into your brand reputation. It also provides insight into how sentiment shifts over time so that brands can inform strategy.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

GetFeedback

SEPTEMBER 20, 2019

They’re used to measure the level of loyalty that a customer has toward your brand. In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). . This is a great metric to measure long-term customer satisfaction and loyalty. Net Promoter Score (NPS).

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

InMoment XI

JANUARY 4, 2024

Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Clearly communicate your website’s security measures, use secure payment gateways, and provide transparent information about shipping costs and return policies.

Retail 195

Retail Customer Experience Social Media NPS 195

InMoment XI

NOVEMBER 7, 2024

Data-Driven Insights Customer experience automation software can analyze automated interactions to provide insights into common customer preferences, behaviors, and pain points. InMoment’s XI Platform lets you quickly prioritize the most important actions from your unstructured data with real-time customer sentiment measures.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

BirdEye

MAY 30, 2023

Check out these tips to help your SMS feedback campaigns to unlock valuable insights from customers. This lets the customer share their experiences in their own words which provides more meaningful and detailed insights. Use these insights to improve your products, services, or messaging.

Insights 95

Insights Net Promoter Score Events Feedback 95

InMoment XI

OCTOBER 23, 2024

Offer industry-specific solutions and insights. By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank. Credit unions can actively engage with their communities through events, sponsorships, and local initiatives.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! If you couldn’t attend the event, fear not! That means capturing insights from every touchpoint and channel.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

InMoment XI

OCTOBER 29, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. With the award-winning InMoment AI, you can then capture analytical insights from the feedback.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

JULY 13, 2022

NPS is a metric designed to measure customer experience. Reading through detractor feedback, you’ll gain insights into why they wouldn’t recommend you and be able to adjust accordingly. Alternatively, you could create a VIP ‘space’, where exclusive content and in-person events are offered. #5: What Is Net Promoter Score?

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

InMoment XI

JULY 1, 2024

According to Forrester, fewer than 10% of enterprises are advanced in their insights-driven capabilities. By equipping your organization with predictive analytics tools, you can gain rich insights into customer behavior, make data-driven decisions, and optimize business operations. What is Predictive Analytics? Reduce customer churn.

Social Media 195

Social Media Healthcare Retail Insights 195

Feedbackly

JUNE 21, 2023

The Emotional Value Index (EVI®) is the metric used to measure EE. Now, why is measuring EVI® crucial? You can monitor how customers feel about your loyalty programs, promotional events, and discounts using EVI® surveys. The post Why Measuring Emotional Value is So Crucial? appeared first on Feedbackly.

Measurement 95

Measurement Loyalty Programs Metrics Touchpoint 95

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach.

Hospitality 195

Hospitality Call Center Retail NPS 195

InMoment XI

NOVEMBER 15, 2022

It’s a commonly used measurement tool that acts as a key performance indicator for customer service and product quality. In measuring CES, organizations gain insights and data that enable business improvements in and around the customer experience to uncover laborious friction points that act as roadblocks to customer interactions.

Net Promoter Score 195

Net Promoter Score Effort Score Customer Satisfaction NPS 195

eglobalis

AUGUST 13, 2024

In conclusion, understanding the corporate structures, leadership, and financial health of Samsung and Apple provides valuable insight into how these companies operate and compete. Within three months, Samsung had not only addressed the issue but also implemented extensive new safety measures and quality control protocols.

E-support 445

E-support Innovation Customer Centricity Loyalty 445

InMoment XI

MARCH 25, 2024

According to Forrester, fewer than 10% of enterprises are advanced in their insights-driven capabilities. By equipping your organization with predictive analytics tools, you can gain rich insights into customer behavior, make data-driven decisions, and optimize business operations. What is Predictive Analytics? Reduce customer churn.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

Retently

OCTOBER 16, 2024

Without adding any extra steps or disrupting your recipient’s flow, you can gather real-time insights with every interaction. billion market by 2027 – this simple addition to your signature could be your key to unlocking deeper insights into customer sentiment. rating with clickable smiley faces.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

CSM Magazine

FEBRUARY 12, 2024

Corporate events serve as a powerful platform for networking, brand promotion, and industry engagement. To host an event that not only stands out but also resonates within your industry requires careful planning, innovation, and attention to detail. Careful tracking of these objectives will also facilitate post-event analysis.

Events 95

Events Entertainment Transportation Workshop 95

Retently

NOVEMBER 29, 2024

Combine rating, multiple-choice, yes/no, and open-ended questions to capture both quantitative and qualitative insights. Use insights to make meaningful changes, and communicate these improvements to your customers. Different businesses can benefit from various question formats, depending on the kind of insights they want to gather.

Events 121

Events Feedback Interaction E-support 121

GetFeedback

MAY 23, 2019

A Voice of the Customer program focuses on gathering and analyzing customer insights so you can identify trends regarding your customers’ needs, wants, and expectations. CSAT is measured by calculating the percentage of satisfied (score 4) and very satisfied (score 5) responses. It’s not a matter of which is better or worse.

NPS 308

NPS Net Promoter Score CEM Metrics 308

CloudCherry

OCTOBER 25, 2018

The discussion was so valuable to those in attendance, I wanted to take the time to crystallize some of our thoughts to share them further so more of the CloudCherry audience could benefit from their insights. Aylwin uses three types of surveys to measure the effectiveness of their program. Here’s what we learned.

CEM 170

CEM 2018 ROI Metrics 170

InMoment XI

MARCH 5, 2024

Analyzing these transcripts with solutions such as conversation intelligence can reveal valuable insights into customer preferences, concerns, and issues, which can inform business strategies and improve customer service. Customers who speak with contact center agents often provide key pain points that they need to be able to identify.

Customer Experience 195

Customer Experience Social Media Innovation Competitive Advantage 195

InMoment XI

MARCH 11, 2024

An organization can act on these insights by fixing the existing product or service, and then making sure similar issues don’t appear in the future. Product Usage Data Analyzing product usage data, such as website analytics, app usage metrics, and product telemetry, provides insights into how customers interact with products and services.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

CloudCherry

DECEMBER 1, 2018

The discussion was so valuable to those in attendance, I wanted to take the time to crystallize some of our thoughts to share them further so more of the CloudCherry audience could benefit from their insights. Aylwin uses three types of surveys to measure the effectiveness of their program. Here’s what we learned.

CEM 150

CEM 2018 ROI Metrics 150

CloudCherry

JULY 23, 2019

What are some trigger events that may compel micro-journey updates? You measure call lengths and incentivize employees keep calls short. Your CJM isn’t just an attractive visual, it’s an asset that reveals essential insights about your business. You say you want customers to feel recognized, respected, and welcome.

Customer Journey Mapping 236

Customer Journey Mapping Customer Journey Net Promoter Score Workshop 236

InMoment XI

JUNE 7, 2024

Share feedback insights with relevant departments and empower staff to take ownership of guest satisfaction. Proactive Issue Resolution In the event of a service lapse or guest complaint, proactive hotels take swift and decisive action to address the issue before it escalates.

Hotels 195

Hotels Management Social Media Hospitality 195

BirdEye

JANUARY 12, 2024

This means crafting messages that reflect local events, cultural nuances, or even local dialects, making your content deeply relatable and significantly increasing the likelihood of engagement and conversion. Leverage local events and trends Share stories, images, and videos that reflect local lifestyles, landmarks, and interests.

Social Media 109

Social Media Marketing Events Advertising 109

InMoment XI

MAY 23, 2023

Connecting With Customers The experience programme ‘Connecting with Customers’, is successfully embedding a customer-focused culture throughout the business, underpinned by the strong CX & Insight framework run in partnership with InMoment. Takeaway #2: Break Down Silos Everybody has a role in serving the customer so be inclusive!

Customer Centricity 195

Customer Centricity Workshop Culture Insurance 195

Customer Bliss

AUGUST 15, 2017

She is a regular speaker at CX events and conferences across Europe. Measurement. Gather insights. She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. The Capabilities. Customer strategy. Design Thinking Method.

Travel 204

Travel Hotels 2010 Customer Journey 204

InMoment XI

SEPTEMBER 7, 2022

Here are some of the major survey template categories: Employee Experience Survey Templates: Helps you measure employee satisfaction and motivation. Allows you to turn feedback into actionable insights. This is the survey template for you. A Market Research Survey is right for you.

Feedback 195

Feedback Measurement Customers Events 195