InMoment XI

DECEMBER 6, 2024

Companies constantly seek ways to improve satisfaction, foster loyalty, and drive revenue, but delivering an exceptional customer experience is no small task. By collaborating with a partner who understands and upholds your principles, you can create a seamless and cohesive experience that reinforces trust and loyalty among your clientele.

Customer Experience 195

Customer Experience Reference 2024 Download 195

eglobalis

APRIL 15, 2025

Value Created Faster time-to-value and lower frustration Higher adoption and usage intensity Confidence in expanding or renewing engagement Support is no longer an afterthoughtit is a core value delivery mechanism that strengthens loyalty and reputation.

Contact Center 279

Contact Center B2B Innovation Automotive 279

InMoment XI

NOVEMBER 19, 2024

Making up information and references. Making up information and references AI models may invent details or references that don’t exist. However, due to hallucinations, relying on these models for crucial information like legal references can be tricky. Misunderstanding the prompt. Why Does AI Hallucinate?

Reference 195

Reference Contact Center Healthcare Financial 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Orchestration refers to creating a cohesive and smooth customer journey. At scale, this will improve your overall satisfaction and customer loyalty. References Salesforce. Accessed 10/29/2024.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

DECEMBER 10, 2024

The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities. Addressing these drivers allows you to enhance satisfaction, loyalty, and retention. Invest in Customer Loyalty Strong customer loyalty is key to reducing churn.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

DECEMBER 5, 2024

Attracting New Members Member Loyalty Competitive Advantage Crisis Management Credit unions are member-driven financial cooperatives. Member Loyalty Existing members are more likely to remain loyal to a credit union they trust. Credit union reputation management offers a competitive edge by boosting member trust and loyalty.

Management 195

Management 2024 Financial Social Media 195

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. This approach is crucial for driving loyalty.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

OCTOBER 10, 2024

These benefits, ranked in order of agreement are: Increased brand awareness Increased traffic Lead generation Customer loyalty Revenue growth These benefits represent the importance of social media marketing and the need for dedicated social media management. In-House In-house refers to social media personnel employed by your organization.

Social Media 195

Social Media Management 2024 Multi-Channel 195

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. B2B customer experience can refer to the interactions and overall relationship between a business and its business customers. Great customer experiences foster loyalty.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. 5 Ways to Build Customer Loyalty in Retail.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

InMoment XI

NOVEMBER 18, 2024

By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability. It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs. References HubSpot. Consumer Trends Report. ( [link] ).

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

NOVEMBER 4, 2024

It’s essential for businesses to understand the FTC’s guidelines and why adhering to them is not only a legal obligation but also a pathway to building sustainable trust and customer loyalty. While the monetary fines imposed by the FTC are significant, the long-term damage to customer relationships and brand loyalty is much more alarming.

Social Media 195

Social Media 2024 Financial Consumers 195

GetFeedback

FEBRUARY 17, 2020

This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. NPS is a key indicator of customer loyalty. and referrers (4x more likely to refer new customers!). The final score can range anywhere from -100 to 100. Promoters need love too.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Improved Customer Loyalty Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. References Statista.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

GetFeedback

DECEMBER 21, 2018

30% of consumers are switch providers because they feel that there is no reward for loyalty. 30% of consumers are switch providers because they feel that there is no reward for loyalty. Customers enrolled in a loyalty program visit a company’s site 35% more frequently. CallMiner ). CallMiner ). Accenture ). CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

SurveySensum

NOVEMBER 1, 2024

Loyalty is a brand.” — Shep Hyken. Brands that excel in cultivating loyalty experience 2.5X Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. What is Brand Loyalty? Why Brand Loyalty Matters?

Loyalty 52

Loyalty Customer Relationships Brands Sales 52

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members. The data is clear—loyalty pays… but it is often harder to achieve than it looks.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

C3Centricity

NOVEMBER 26, 2024

Companies that use consumer insights to stay ahead aren’t merely reacting—they’re building deeper relationships that foster loyalty and keep consumers coming back. Shifting to Radical Consumer Centricity allows brands to make decisions rooted in authentic consumer insights, paving the way for sustainable loyalty.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

InMoment XI

JANUARY 25, 2022

Sharing data in this way is also handy for making customer experiences more consistent, because it gives everyone in your organization the same holistic, 360-degree view of your customer to reference. Element 3: Ambassadorial Behavior. Improving workplace culture and refining customer processes are involved and difficult tasks. A Closer Look.

Engagement 397

Engagement Culture Document Employee Experience 397

InMoment XI

OCTOBER 30, 2024

Customer experience (CX) in insurance refers to the overall journey customers go through when purchasing a policy from an insurance provider. Here are a few key reasons why it’s important for companies to embrace a customer-centric approach: It enhances customer retention and loyalty. References Insurtech Insights.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

BlueOcean

DECEMBER 2, 2024

Paul has earned acclaim for his outstanding management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. It showed our team that we were going to bat for them, earning their trust and loyalty, and we created a better experience both for them and for our guests. Let us know today.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

Experience Investigators by 360Connext

FEBRUARY 1, 2022

It most likely isn’t designed to build trust and loyalty throughout their journey. When employees feel cared for, they are more likely to refer others to apply for jobs. Those referred employees are more likely to be hired and more likely to stay longer, according to LinkedIn’s 2022 Global Talent Trends Report.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

AUGUST 31, 2021

If they’re getting exactly what they expect, maybe that leads to satisfaction, but does it lead to more loyalty? I often describe a “formula” for customer experience that goes a little something like this: A key takeaway is that a customer’s perception has to be measured against their expectation. More referrals?

Feedback 380

Feedback Reference Customers Loyalty 380

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. See more about retail customer loyalty below.

Retail 59

Retail Loyalty Loyalty Programs Omnichannel 59

InMoment XI

NOVEMBER 26, 2024

A customer journey map visualizes all touch points between the customer and the organization, from customer research on the product to first contact with the company to building customer loyalty. Touchpoints refer to the places where your customers interact with your business. References ​​Khoros. Accessed 10/8/2024.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Experience Investigators by 360Connext

NOVEMBER 2, 2021

A customer persona helps humanize the customer to the point you might refer to them by a fictional name. This will help limit the urge to include too much nuance and help your teams refer to personas in a consistent way. and refer to pronouns as “they.” The Solution: Refer to Your Goals. Watch for gender-specific wording.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

InMoment XI

NOVEMBER 13, 2024

High-value customers might benefit from loyalty rewards or exclusive access to new features. The resulting customer loyalty is key to stronger relationships and business growth. For example, offering proactive customer support or loyalty rewards helps retain customers by showing them you care. References Semrush.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

DECEMBER 3, 2024

For example, tracking NPS to determine the success of recent loyalty efforts. References Zendesk. Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

A great customer experience is something customers tell their friends about – leading to referred customers. According to a 2020 study by SaaSquatch , referred customers provide a higher lifetime value than those not referred, and have a higher spending rate than those not referred.

Customer Journey 373

Customer Journey Reference Customer Journey Mapping Brands 373

InMoment XI

JANUARY 18, 2022

Using InMoment’s Market Pulse , the team asked strategic questions around three key topics: The future stakeholder journey: Customer and employee expectations for 2022; what are the new drivers of loyalty, retention, and acquisition? It also cross references data from previous iterations of InMoment’s previous annual trends reports.

2022 370

2022 Measurement Entertainment Hospitality 370

Experience Investigators by 360Connext

OCTOBER 17, 2018

We aim for an exceptional “journey” for our customers but are only referring to marketing. It means creating a real relationship that improves their loyalty and increases their positive feelings. Loyalty is not granted generationally based on what brands our parents used. Culture is so much more than a buzzword!

Leadership 283

Leadership Culture Customer Centricity 2019 283

InMoment XI

MAY 18, 2022

Within that context, friction refers to points in the brand experience that can have a long-term impact on customers’ relationship with a business. Want to learn more about how employees can help you decrease friction in the customer journey and grow customer loyalty and value? Check out this infographic ! #3:

Customer Journey 397

Customer Journey Touchpoint Customer Retention Banking 397

TechSee

FEBRUARY 10, 2025

AI references the customer’s history, tailors the interaction, simplifies service complexity and escalates to a human only if truly needed. Reducing Churn : Personalized experiences make customers feel valued, boosting loyalty and retention. Support becomes more personal. Ready to Transform Your CX?

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

InMoment XI

AUGUST 30, 2022

Satisfied customers spread the word, satisfaction is a great indicator of retention, loyalty, and customer lifetime value. Net Promoter Score® (NPS) is a trademarked metric between -100 and 100 that captures in aggregate the propensity of a company’s customers to attract and refer new business or/and repeat business.

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score White Paper Effort Score 370

InMoment XI

NOVEMBER 5, 2024

Reflecting these changes in your listings is key for customer loyalty , as it builds transparency and trust. References Local SEO Guide. Maybe you’ve moved to a new location over the past week. Perhaps one of your international branches is closed for the time being. How Many People Actually Use Apple Maps? ( [link] ). Cult of Mac.

2024 195

2024 2026 Connections 2012 195

InMoment XI

OCTOBER 31, 2024

The Net Promoter Score (NPS) metric measures loyalty by asking customers how likely they are to recommend your business to others. Create Effective Call Center Scripts A good call center script provides a template that agents can refer to for quick issue resolution. References Invoca. However, a script alone isn’t enough.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

Experience Investigators by 360Connext

NOVEMBER 30, 2021

If so, you can definitely refer back to these when developing your CX Persona — but don’t make a carbon copy and consider your work done. Maybe there are key outcomes you’re looking to achieve, like reduced cart abandonment, increased customer loyalty, or fewer support requests. Use it during Journey Mapping.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367