InMoment XI

APRIL 3, 2024

And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. Let’s get into the details.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Wired and Dangerous

JUNE 4, 2018

Call center agents use a closed question—“Is there anything else I can help you with”—to signal to customers that the agent’s call handle time is far more important than the customer’s first contact resolution. And today, the great majority of customers review online comments before deciding to do business with you.

Touchpoint 102

Touchpoint Customer Journeys Social Media Retail 102

Lumoa

APRIL 28, 2020

As a consequence of the increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever. In other words, any brand-specific interactions that a customer has with you online is a part of the digital experience.

Self Service 208

Self Service Customer Journeys Customer Experience Omni-Channel 208

SurveySparrow

JULY 27, 2023

The Evolution of Customer Experience Before we dive into the digital realm, let’s understand the evolution of customer experience. Customer experience (CX) has always been vital, but the digital revolution has elevated its importance. What is Digital Customer Experience?

Customer Experience 52

Customer Experience Self Service Customer Journeys Social Media 52

Kustomer

AUGUST 12, 2022

A negative experience translates into lost revenue, especially in the quick-service restaurant (QSR) and fast-casual restaurant space, where loyalty and lifetime value are critical to a company’s overall success. The mystery shoppers scored each brand on various measures covering the entire “phone-to-table” experience.

Customer Experience 98

Customer Experience Effort Score Loyalty Customer Journeys 98

Lumoa

JULY 17, 2023

Customers want more, such as unique product recommendations and proactive suggestions. They expect brands to anticipate their needs and provide a tailored experience. The leading beauty giant offers a seamless omnichannel experience connecting customers’ online purchases with in-store visits.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

C3Centricity

NOVEMBER 4, 2020

From smarter homes to an improved online experience, people have a lot to gain from the situation. This is why UX design is vital to satisfying our customers’ demands and needs. CUSTOMER JOURNEY. This is where total integration of all touchpoints is vital.

Chatbots 177

Chatbots Self Service Customer Satisfaction CRM 177