InMoment XI

OCTOBER 17, 2024

Here is why asking the right feedback questions is crucial for your business: They provide relevant and targeted insights. High-quality questions with a clear purpose behind them can capture actionable insights from customers. This question type is excellent for measuring attitudes or perceptions about specific products or services.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.

Insights 243

Insights E Commerce Customer Experience E-support 243

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. The exact same criticism can be made about every metric for everything.

NPS 376

NPS Feedback Net Promoter Score B2C 376

InMoment XI

AUGUST 1, 2024

In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance. By analyzing customer sentiment, businesses can gain valuable insights into how their customers perceive their offerings and overall brand experience.

Measurement 195

Measurement Hotels Social Media Hospitality 195

eglobalis

NOVEMBER 12, 2024

Instead of traditional metrics, which often emphasize internal performance, client-centered delivery measures success by how well the project addresses the client’s pain points and aspirations. Foster Cross-Functional Collaboration Effective CX requires an organization-wide effort, with insights flowing freely between departments.

Customer Centricity 436

Customer Centricity B2B Feedback Consulting 436

eglobalis

DECEMBER 17, 2024

This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success. Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny.

2025 276

2025 Net Promoter Score B2B Multi-Channel 276

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 371

Customer Experience Customer Centricity Net Promoter Score Government 371

eglobalis

NOVEMBER 26, 2024

Empathy must transcend emotional acknowledgment and evolve into a driver of actionable outcomes that solve real problems, align with client goals, and deliver measurable value. Train Teams Effectively: Ensure employees can translate data insights into empathetic actions that align with client priorities.

B2B 408

B2B B2C Culture Workshop 408

eglobalis

NOVEMBER 3, 2024

By fostering a culture that encourages tailored solutions for its diverse markets, Samsung aligns its CX initiatives closely with its brand’s global, cutting-edge image while allowing for localization. This structure ensures that insights and data from one department are shared across others, creating a unified view of the client journey.

B2B 444

B2B Culture Innovation Loyalty 444

InMoment XI

JULY 23, 2024

Brands that prioritize this aspect of business often find themselves leading the market, while those that neglect it struggle to compete in a crowded landscape. In a competitive market, providing an exceptional customer experience can be a key differentiator that sets your brand apart.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

InMoment XI

NOVEMBER 12, 2024

When an organization is tuned in to social media conversations, it gives them insights that influence everything from customer service protocols to marketing strategies and product updates. Social listening is a proactive strategy that uses social media data to uncover customer insights and make broader business decisions.

Social Media 360

Social Media 2024 Metrics Brands 360

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. NPS is a great place to start when you’re looking to measure customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

InMoment XI

AUGUST 3, 2022

Despite their global and loyal fanbase, the quick service restaurant chain experienced a period of stalled sales and mixed reception to marketing messages. Strategy #1: Going from Measuring to Improving. However, what this platform did not measure was the customer experience. Let’s dive in to see how they did it!

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

InMoment XI

SEPTEMBER 25, 2024

Market Intelligence : NLP can analyze many news articles, blog posts, and social media posts. This helps provide insights about market trends, competitor activities, and possible business opportunities. Email Filtering : NLP helps filter out spam and sort emails into different folders.

Insights 195

Insights Social Media Net Promoter Score Events 195

InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. Using information from unstructured data, companies can gain valuable insights into how to improve their brand, products, services, and overall customer experience. Why is Social Media Important?

Social Media 195

Social Media Marketing 2023 Advertising 195

Retently

AUGUST 1, 2024

Begin measuring NPS as soon as you have a stable product and a steady stream of customers to get valuable feedback early on. Regularly measure, analyze, and adjust based on NPS feedback to keep improving your business. Regularly measure, analyze, and adjust based on NPS feedback to keep improving your business.

Net Promoter Score 147

Net Promoter Score Measurement NPS Feedback 147

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Workshop 447

Workshop 2023 Healthcare Travel 447

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 330

Customer Experience Social Media 2024 B2B 330

InMoment XI

JANUARY 9, 2024

In competitive B2B markets, where products and services may be similar, customer experience becomes a key differentiator. Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. Loyal customers are also more likely to recommend the business to others.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. Lack of Actionable Insights or Simply Too Few The simplicity of NPS does not provide detailed reasons behind customer ratings.

NPS 337

NPS Net Promoter Score 2025 Metrics 337

eglobalis

NOVEMBER 19, 2024

In a previous article, I explored Enhancing Customer Experience Through Strategic Experimentation: A Comprehensive Guide , which you might find useful if you’re looking for more practical insights. How They’re Experimenting: Hitachi implements regional trials of its AI-driven supply chain technologies before scaling to global markets.

B2B 453

B2B Innovation Healthcare Culture 453

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. Additionally, we will discuss why emerging markets like South Korea, Thailand, India, China, and Japan are poised to outpace Europe in CX excellence.

Customer Experience 401

Customer Experience Innovation Customer Centricity Culture 401

InMoment XI

FEBRUARY 23, 2024

Effective market segmentation is critical to that goal. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. What Is Market Segmentation? If not, that’s okay because market segmentation isn’t primarily concerned with how many customers you have.

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

InMoment XI

JULY 14, 2022

The grocery chain is known for its simple and continuous efforts to always improve, and that consistent effort through the decades has helped to expand its market position. They analyzed key business metrics related to location eciency, staff measures, and stock availability. The Opportunity.

Feedback 397

Feedback Retail Metrics Customer Retention 397

InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. This propels them to the top of the NPS rankings.

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195

Retently

JANUARY 19, 2023

Achieving the much-desirable product-market fit is the ultimate goal of any SaaS business. After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. Product-market fit (PMF) doesn’t happen overnight.

Measurement 157

Measurement Marketing 2007 Competitive Advantage 157

eglobalis

DECEMBER 4, 2024

Proponents of this narrative argue that real-time insights, predictive algorithms, and automation will eliminate the need for CX teams, claiming CX will naturally integrate into every process. Claims like these often serve as strategies to generate attention, but its crucial that they offer meaningful insights. Maybe in 100 years.

2030 326

2030 B2B Culture Government 326

eglobalis

SEPTEMBER 16, 2024

This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels. At the local level , mapping the customer journey requires gathering insights directly from local teams.

B2B 298

B2B Customer Experience Customer Centricity Omnichannel 298

Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. In this article, were spotlighting the top 5 tools for measuring CES. The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you? Low scores?

Measurement 78

Measurement Effort Score Multi-Channel Net Promoter Score 78

InMoment XI

JULY 7, 2022

Brand equity is the measure of the perceived worth of a brand-name product, especially when compared to a generic equivalent product. Essentially, brand equity is a measurement of how much customers trust your brand’s product over a generic, which can indicate how much more likely a customer is to pick your product over a generic brand.

Brands 369

Brands ROI Social Media Return on Investment 369

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

E-support 447

E-support Innovation Customer Centricity Loyalty 447

InMoment XI

DECEMBER 17, 2024

Even marketing professionals have successfully led CX operations efforts. Some customer experience managers will have marketing experience, others will have sales experience, etc. Regardless of their background, your chosen candidate should have experience with this to ensure that you can measure the ROI of your CX program.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

GetFeedback

JULY 19, 2019

Some are calling CX the new marketing, others are calling it the new brand. 2: identify the VoC data that best helps you measure your performance . Sixty-two percent of marketers say they feel overwhelmed by the amount of data they have, and 85% are unable to fully utilize that data. The goal is to measure the right things.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

InMoment XI

NOVEMBER 2, 2022

All of your customer data needs to exist in one place, where it can be accessed from anywhere in the organization, meaning that the game changing insights you need to acquire new customers, keep the old ones, expand customer lifetime value, and cut inefficient or costly processes are all in one place. Have a Good CX Vision.

ROI 370

ROI Return on Investment Airlines Call Center 370

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.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Tracking these conversations with a social listening tool helps improve marketing efforts. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. That’s a measurement that can help make your case, but it’s not necessarily the end-goal. It’s time to make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260