InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? By identifying specific customer preferences—such as preferred products, content types, or communication channels—you can tailor marketing messages, recommendations, and services to each customer’s needs.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

OCTOBER 25, 2024

They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. In a crowded market, a well-managed reputation helps differentiate your restaurant from competitors. Over 40% of diners look up a restaurant on social media before making a decision.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

OCTOBER 29, 2024

They also require less marketing effort to keep them engaged compared to new customers. Building customer loyalty results in higher retention, increased revenue, and positive word-of-mouth, which helps you stand out in competitive markets. Customers appreciate ease at every touchpoint of their journey. Express gratitude.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

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 430

Customer Experience Social Media 2024 B2B 430

InMoment XI

NOVEMBER 22, 2024

Therefore, better customer service lets you generate valuable leads without stretching your marketing budget. This metric evaluates the effectiveness of your marketing and sales teams in converting prospects. A high lead conversion rate indicates effective marketing and a strong value proposition.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

APRIL 3, 2025

Ensuring some consistency across these touchpoints is key. CX as a Strategic Growth Engine Customer experience is no longer just a support functionit has evolved into a core business strategy that drives profitability, market differentiation, and long-term growth. We all need to get engaged in this approach and get started.

Culture 195

Culture Social Media Government Loyalty 195

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Real-time Customer Data Platforms (CDPs) integrate data from various touchpoints, offering a unified view of the customer.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week.

Social Media 59

Social Media Multi-Channel Culture E-support 59

InMoment XI

NOVEMBER 26, 2024

By visualizing the customer’s experience across various touchpoints, journey maps provide a clearer understanding of where internal processes may be causing delays, confusion, or frustration for both customers and employees. You will outline the stages and touchpoints customers will experience in this stage.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

MAY 31, 2022

Each of these touchpoints influences the customer, and by analyzing customer behavior, feelings, and motivations around each touchpoint, you can begin to identify opportunities to establish more positive relationships by giving customers what they need at any given stage of their journey. Plot Touchpoints.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

OCTOBER 24, 2024

They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. When you reach customer-obsessed status, you set yourself apart from the competition and stand out in the market. An omnichannel strategy plays a crucial role in this success.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

NOVEMBER 21, 2024

Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. As a result, you can increase your market share with this customer-centric approach. It also keeps you in the loop regarding competitor behavior to help you further refine your marketing efforts.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Start With One Customer Touchpoint Sometimes, you need to start small. If you arent sure where to start, consider touchpoints as a jumping-off point.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

InMoment XI

JANUARY 27, 2025

Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences.

Call Center 195

Call Center Contact Center Social Media Apparel 195

InMoment XI

APRIL 6, 2022

Hopefully with your marketing efforts and channels, the customer will come across your company and become aware of your solution to their problem. Targeted ads on Google and company social media also bring in a few more options. Anytime a potential customer interacts with your brand, you have a touchpoint.

Customer Journey 387

Customer Journey Customer Journey Mapping Touchpoint Customers 387

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Monitor and respond to social media complaints – and provide effective resolution. Integrate different customer touchpoints – to deliver a truly consistent CX. Responding to customers on social media? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

InMoment XI

AUGUST 20, 2024

This involves online reputation management practices such as managing platforms such as review sites, legal directories, and social media. When potential clients search for legal services online, they often read Google reviews , visit attorney websites, and browse social media profiles before making a decision.

Management 369

Management Social Media 2024 Download 369

InMoment XI

NOVEMBER 13, 2024

It informs effective marketing strategy. Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving. This can include CRM data, social media, call center logs, service requests, and chat messages. InMoment Market Pulse ( [link] ). It enhances customer satisfaction.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

JULY 5, 2022

To do this, you need to have a guest experience solution that allows you to listen to customer feedback on any and every possible channel, including: Review sites Social media In-App feedback Third-party delivery reviews Direct survey feedback Microsurvey feedback Employee feedback Call center data Video feedback And more!

Guest Experience 370

Guest Experience Brands Multi-Channel Touchpoint 370

InMoment XI

MAY 10, 2022

While this may be true in some markets, many consumers are willing to pay more if they feel the price matches the product’s quality. Step #4: Marketing and Communication. Once you’ve fine-tuned your brand experience and product pricing, you can begin to promote customer loyalty through marketing campaigns.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

InMoment XI

DECEMBER 10, 2024

Losing customers never feels good, especially in a hyper-competitive market. As a result, youll succeed in retaining and acquiring customers to increase your market share. Use surveys and social media monitoring to capture insights into customer experiences. You could replace them, but thats easier said than done.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. Moreover, unstructured data analytics offers a holistic view of the customer journey , capturing the entire spectrum of interactions across various touchpoints.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

InMoment XI

OCTOBER 17, 2024

Encouraging suggestions from your customers will help you pinpoint areas for improvement and opportunities to stand out in the market. Questions for improving marketing strategy Understanding how customers discovered your business and why they chose your product over competitors can help you with marketing and brand reputation management.

Feedback 195

Feedback Insights Customers Banking 195

Thematic

APRIL 3, 2025

The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful.

Marketing 62

Marketing 2030 E Commerce Social Media 62

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.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Thematic

FEBRUARY 12, 2025

Have you ever launched a marketing campaign only to feel like it’s not hitting the mark with your audience? Did you know that social media is the #1 product discovery channel , with 33% of consumers finding new products through platforms like Instagram and TikTok in the past three months? Want to know how it works?

Marketing 62

Marketing Social Media Net Promoter Score Feedback 62

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s design and evaluation and improvement and every single piece of the touchpoint puzzle. Want to know more about social customer service? Join me and others for WOMMA’s Social Customer Program.). 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

CloudCherry

DECEMBER 20, 2017

This transformation is owed in large part to mobile technology and social media. However, it’s also because of how products and services are now being marketed. At the time, everyone communicated with each other in large part by voice, while social media platforms were just starting to take off.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. What type of medium is used.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

Retently

MARCH 11, 2025

Whether its analyzing product reviews, refining post-purchase experiences, or working with marketing and support teams to resolve issues, their job is to make shopping effortless and enjoyable. In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product.

Management 115

Management Customer Experience Roadmap NPS 115

InMoment XI

OCTOBER 30, 2024

It improves customer satisfaction across all touchpoints. By leveraging digital solutions and user-friendly interfaces, insurers can enhance customer satisfaction at every touchpoint. It can greatly enhance customer satisfaction during critical touchpoints across the customer journey. Be transparent with your customers.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

eglobalis

JULY 2, 2024

Companies such as Toyota and Samsung, prominent in Asian markets, have found that while NPS provides a snapshot, it lacks depth in identifying evolving customer expectations and perceptions over time. Thanks to AI, the market is progressing, and the advice to use multiple metrics is now more relevant than ever.

NPS 456

NPS Feedback Net Promoter Score B2C 456

Alida

DECEMBER 9, 2016

It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint. The ultimate goal is to teach companies more about their customers in order to market better, sell faster and serve more effectively. The other issue revolves around research.

Customer Journey Mapping 224

Customer Journey Mapping Customer Journey Touchpoint Social Media 224

eglobalis

AUGUST 19, 2024

360-Degree Feedback Systems Comprehensive feedback systems collect data from multiple touchpoints,voice of customer, including surveys, social media, and direct interactions, offering a holistic view of the customer experience and enabling more strategic improvements. Definitive Guide to Net Promoter Score, Salesforce, [link].

NPS 440

NPS Net Promoter Score Metrics 2025 440