InMoment XI

JULY 16, 2024

With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. By doing so, you meet their expectations and stay ahead of the curve by anticipating needs and adapting experiences in real-time.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. By doing so, you meet their expectations and stay ahead of the curve by anticipating needs and adapting experiences in real-time.

Management 195

Management Social Media Hotels Airlines 195

eglobalis

JUNE 27, 2024

Organizations such as Google, Netflix, and Spotify excel in leveraging data analytics to enhance user experiences and personalize offerings. Feedback and complaint management tools are essential for promptly addressing customer issues. Effective communication ensures everyone understands and is committed to the CX vision.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

eglobalis

OCTOBER 9, 2024

Challenges : Managing customer disappointment can be tough, especially with long-term clients. In one instance, after receiving feedback on improving the user experience, SAP implemented changes that benefited a wide range of clients, increasing customer satisfaction across Europe.

Feedback 516

Feedback ROI Innovation B2B 516

Experience Investigators by 360Connext

APRIL 16, 2015

I played with the app for just a few minutes and managed to find some nice things. I think this app is a preview of this personalized, in-app experience evolution. More Posts - Website Follow Me: The post The Tinderization of Mobile Customer Expectations appeared first on Customer Experience Consulting.

Customer Expectations 282

Customer Expectations Retail User Experience Social Media 282

Gainsight

JANUARY 27, 2025

Happy Community Manager Appreciation Day! Today, were taking a moment to celebrate the incredible work of Community Managers, who play an essential role in building strong relationships with customers and fostering engagement strategies. Without further ado, lets raise a glass to Community Managers! Gift Giving: Treat Yourself!

Management 59

Management Leadership Engagement Books 59

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

ShepHyken

OCTOBER 22, 2021

Empowerment brings confidence that impacts customers by surpassing their expectations with a powerful customer experience they cannot find elsewhere. Invest in customer service training for your team and create the best user experience for your clients. . A customer experience strategy is not a one-time occurrence.

Customer Experience 152

Customer Experience Management Return on Investment Banking 152

Experience Investigators by 360Connext

MARCH 2, 2015

They provide easy but robust features for building, analyzing, and sending emails to subscribers, as well as managing our contacts. Microinteractions - small moments that can have a huge impact on the customer experience. MailChimp never fails to pepper the experience with delightful moments.

User Experience 261

User Experience Loyalty Customer Engagement Customers 261

ShepHyken

OCTOBER 13, 2024

How to Improve Customer Experience In Your Organization by Mike Henry (InMoment) Working to improve customer experience is an important part of CX management and something that organizations should be continuously striving for. My Comment: Is there a difference between a customer experience (CX) and a user experience (UX)?

Article 70

Article 2025 Customer Service 2024 70

Retently

JANUARY 13, 2025

Retently: Automation and Insightful Feedback Analysis Retently is a comprehensive customer experience management platform tailored for businesses that prioritize actionable feedback. Qualaroo collects feedback in the moment with its signature Nudges which are subtle and feel natural to users. Qualaroo Dashboard 3.

Measurement 117

Measurement Effort Score Multi-Channel Net Promoter Score 117

Win the Customer

JANUARY 9, 2025

By leveraging AI-powered tools, product managers can build products that not only provide easy access to information but also anticipate customer needs and offer personalized support experiences. Here’s how product managers can use AI to build products that drive customer self-service: 1.

User Experience 59

User Experience Customer Satisfaction Interaction Article 59

Experience Investigators by 360Connext

OCTOBER 20, 2014

There are simply too many responsibilities, too many people to manage, and too much to do to worry about what is actually happening to the customer. Trying to manage the outcome from humans is vexing, whether they are employees or customers. Employees learn to do what’s always been done, even if it’s only been a few months!

Customer Focused 289

Customer Focused Culture Social Media Communication 289

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. 71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

BirdEye

FEBRUARY 28, 2023

Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. Table of contents What is a social media manager? What does a social media manager do? What does a social media manager do?

Social Media 98

Social Media Management Engagement Sales 98

InMoment XI

DECEMBER 1, 2022

What Is Experience Improvement (XI)? Despite increased investment, experience management programs have plateaued. Because experiences don’t need to be managed or measured , they need to be improved. Ultimately, our clients are able to move the needle and go beyond managing their experience to actually improving it.

Automotive 370

Automotive Return on Investment ROI Reference 370

Customer Bliss

JANUARY 28, 2021

Without it, we left the door open for misalignment, a poor user experience, and a crumbling internal team.Fostering trust on a CX team is non-negotiable. Too often, managers will forget to think about long-term sustainability and scalability in the name of staying with the in-crowd and compromise a team’s credibility in the process.

Leadership 254

Leadership 2020 User Experience Feedback 254

Merkle

MAY 9, 2023

Digital Asset Management (DAM) systems are becoming increasingly sophisticated, offering advanced features that enhance content delivery, maintain brand consistency, and even provide digital rights management services.

Management 97

Management User Experience Brands Engagement 97

Alida

JUNE 15, 2018

In many companies, the user experience (UX) team is often seen as the people responsible for the aesthetics of a software, website or platform. In these organizations, UX design is seen as an integral part of the overall customer experience. What can your team manage? There are lots of ways to quantify user experience.

User Experience 166

User Experience Webinar Workshop ROI 166

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Customer Success 97

Customer Success Management Social Media Sales 97

InMoment XI

MAY 30, 2024

Due to their complexity, these tools may require a higher level of involvement or technical expertise, such as managed services or a dedicated representative. This data-driven approach helps managers and executives make more informed and effective decisions, leading to better business outcomes.

Social Media 195

Social Media 2024 Document Insights 195

InMoment XI

AUGUST 16, 2024

This can be because of a lack of strategy, organizational resistance, poor change management, or any other number of reasons. Scaling often requires the introduction of more advanced digital tools to manage larger volumes of data, customers, or tasks. Research shows that 70% of digital deployments fail to meet their goals.

2024 195

2024 Omnichannel Customer Journey Mapping Technology 195

CSM Magazine

JANUARY 9, 2025

This article explores the vital role customer service plays in the iGaming sector, with a spotlight on how Revpanda supports brands in delivering superior user experiences. It is a critical element in building trust, ensuring customer retention, and enhancing user satisfaction.

Customer Service 52

Customer Service Entertainment Poor Customer Service Loyalty 52

CSM Magazine

APRIL 18, 2025

Through constant innovation and a clear understanding of what players actually want, theyve managed to not just attract customers, but earn their loyalty. marketthey’re building a brand-new experience tailored specifically for American players. Soft2Bets senior management champions customer satisfaction as a key business goal.

Customer Centricity 52

Customer Centricity Culture 2025 Competitive Advantage 52

CSM Magazine

NOVEMBER 15, 2024

A robust knowledge base can empower your customers to find solutions on their own, reducing support requests and enhancing overall user experience. Zendesk Guide Zendesk Guide is a powerful, AI-powered solution that helps create a smart self-service experience.

Customer Service 52

Customer Service Document Article User Experience 52

CSM Magazine

DECEMBER 10, 2024

While companies building consumer apps and prosumer tools invest heavily in personalizing user experiences through product usage data, teams still manually craft the workflows that deliver those personalized moments. The agents are managing on the order of 15-200 billion decisions every week that determine product surface interactions.

2006 52

2006 2009 2025 Consumers 52

ShepHyken

AUGUST 31, 2023

Consistently improving the customer journey and user experiences can help you attract and retain loyal customers. Let’s explore how improving customer journeys and user experiences empowers you to achieve sustainable business growth. But don’t worry. Still not sure about the link? What is an ERP?

Customer Journey 133

Customer Journey Customer Journey Mapping Net Promoter Score E Commerce 133

TechSee

FEBRUARY 5, 2019

The user effectively becomes the hands of the equipment supplier, boosting satisfaction and engendering long-term loyalty. AI-powered live video assistance covers the full user experience spectrum, from unboxing and installation to troubleshooting and upgrading, creating better customer experiences and slashing costs in the process.

2019 173

2019 Customer Experience ROI 2025 173

Alida

SEPTEMBER 22, 2016

Alesha Rhinier, customer engagement project manager at Lancaster General Health/Penn Medicine, offered a similar tip, explaining that setting goals and planning your first survey helps inform what needs to be included in the profiling questionnaire. Mally believes it should be developed in collaboration with stakeholders across the business.

2016 267

2016 Innovation Marketing Insights 267

Win the Customer

SEPTEMBER 15, 2020

Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. By allowing customers to get notifications across multiple channels, it will help them be more prepared for any impending issues; and it can prevent bad experiences from growing into worse ones.

Call Center 157

Call Center Customer Experience Omnichannel Contact Center 157

GetFeedback

MAY 4, 2018

There are plenty of tried-and-true methods for managing feature requests. Customers use your products differently than you do, so they can catch bugs and user experience gaps that your QA team might miss. Nothing will get you up to speed faster or give you a clearer sense of their user experience.

Net Promoter Score 170

Net Promoter Score Customer Centricity Feedback Roadmap 170

CSM Magazine

DECEMBER 17, 2024

Enhancing User Experience A localized platform makes users feel more comfortable and reduces the learning curve. Key Elements of GitHub Localization GitHub localization involves several critical components that ensure the platform is accessible and user-friendly for developers worldwide.

Document 52

Document Culture User Experience Innovation 52

CX Accelerator

OCTOBER 26, 2019

With virtual collecting, companies are deeply involved in encouraging the collection habit and in managing an experience so that customers will want to collect their virtual goods for a lifetime. Millions of players collect billions of virtual items in these games every year. Back to CX Accelerator Blog.

Customer Service 182

Customer Service Seminar Travel Customers 182

CX Accelerator

OCTOBER 26, 2019

With virtual collecting, companies are deeply involved in encouraging the collection habit and in managing an experience so that customers will want to collect their virtual goods for a lifetime. Millions of players collect billions of virtual items in these games every year. Back to CX Accelerator Blog.

Customer Service 182

Customer Service Seminar Travel Customers 182

Customer Bliss

OCTOBER 24, 2017

Before joining GSA, Anahita led Data Analytics and Budget work at the Department of the Treasury with a mission to use real-time resource management data to improve managerial decision making. In her free time, Anahita enjoys practicing and teaching yoga and spending time with her family.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Retently

DECEMBER 10, 2024

Retently: The All-in-One Customer Satisfaction Platform Retently is a versatile customer experience management platform designed to help businesses measure, analyze, and enhance customer satisfaction. Pricing: Retently offers tailored plans for Ecommerce and B2B businesses to help manage customer experience data.

2024 78

2024 Multi-Channel NPS Feedback 78

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

Touchpoint 243

Touchpoint Customer Experience Design Reference Brands 243