InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. Where Does the Data From Customer Experience Analysis Come From?

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Bob Hayes

SEPTEMBER 27, 2018

Retention marketing is about preventing your valuable customers from churning. Reducing customer churn requires you to know two things: 1) which customers are about to churn and 2) which remedies will keep them from churning. Your marketing strategy is only as good as your ability to deliver measurable results.

Data 81

Data Marketing Healthcare Effort Score 81

Kustomer

JUNE 1, 2023

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. Now is the time to ensure your customer experience strategy includes data driven personalization. For the modern consumer, expectations are growing.

Data 78

Data Customer Service CRM Customer Service Strategies 78

Lumoa

JUNE 30, 2022

Maybe they don’t get included in product decisions or informed when new marketing campaigns are run. The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). Lack of good data. The only way to change this is by tackling it head-on.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

InMoment XI

NOVEMBER 20, 2023

It empowers businesses to make informed decisions that drive positive change, all while significantly reducing the time and effort spent on analyzing vast amounts of unstructured data, such as customer feedback. With these findings, brands can convert data to real actionable change.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Comm100

APRIL 10, 2024

We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise. The benefits of AI in customer service also range beyond predicting the needs of the customer, with algorithms able to process data to provide valuable insights.

Customer Service 221

Customer Service Chatbots Analytics Customers 221

Lumoa

DECEMBER 19, 2023

From enhancing customer support experiences to predicting market trends, AI empowers businesses across industries to make data-driven decisions that resonate with their audience. Firstly, it is time-consuming and labor-intensive, making analyzing large volumes of data impractical.

Analysis 208

Analysis Social Media Trends Feedback 208

Optimove

FEBRUARY 17, 2022

We all know that taking the road of personalization leads to the plains of better marketing results and that this road runs straight through the valleys of segmentation. In other words, a SaaS platform that allows them to personalize multichannel marketing at scale. Drive your customer data like you drive your car, in realtime.

Marketing 98

Marketing Data Examples Customer Base 98

InMoment XI

JANUARY 4, 2024

Customers are more likely to choose a brand that provides not only quality products but also a memorable and positive overall experience. Word-of-Mouth Marketing Satisfied customers become brand ambassadors, sharing their positive experiences through word-of-mouth marketing.

Retail 260

Retail Customer Experience Effort Score Social Media 260

Optimove

NOVEMBER 2, 2023

Before partnering with Optimove, UK Meds faced several marketing challenges. They struggled with building segmented target groups, needed more detailed customer insights for effective targeting, and faced difficulties with in-house email designs. Are they interested in it based on their demographic data?

Marketing 52

Marketing Social Media Groups Healthcare 52

Optimove

MARCH 28, 2023

Acquisition marketing is a critical component of any successful growth strategy. Acquisition requires a unique blend of creativity, data analysis, and execution – which provides challenges in any economic climate. But during a recession, acquiring new customers can be an even trickier endeavor. Budgets are under the microscope.

Marketing 52

Marketing Return on Investment Analysis Social Media 52

Lumoa

FEBRUARY 7, 2023

Shawbrook believes that customer experience is a key factor determining the success of financial institutions in today’s market, and for that reason, they want to ensure they can see in real-time what customers are saying and how that impacts their KPIs. “We NPS, CSAT, online ratings.

Banking 208

Banking Feedback Management Culture 208

BirdEye

NOVEMBER 3, 2020

Customer Experience (CX) Marketing and Customer Experience Management operate in silos: both organizationally and technologically. As a result, they utilize different sets of customer data, making it difficult to measure and communicate customer needs with the timeliness, authenticity, and care required to create raving fans.

Customer Centricity 98

Customer Centricity Data How To Net Promoter Score 98

SurveySensum

NOVEMBER 22, 2023

Is it the website’s usability, customer journey, or the brand’s overall perception? Are you aiming to boost sales, strengthen customer loyalty, or expand market reach? For example, if you want to increase your online sales, ask customers about their shopping experience on your website. And the best part?

Feedback 52

Feedback Customer Insights e-support Social Media 52

BirdEye

NOVEMBER 20, 2023

We’re living in an era of customer engagement, where every delighted client can become your best marketer. For businesses today, referral marketing is revolutionizing growth. In fact, 64% of marketing executives believe that word-of-mouth referrals are the most effective form of marketing. Let’s dive in.

Software 62

Software Marketing Multi-Channel e-support 62

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Analysis 208

Analysis Feedback Social Media Chatbots 208

ProProfs Chat

JANUARY 18, 2022

Market research questions can help you capture the best insights when you are up for launching a new product or a feature. Sending out such surveys about market needs and preferences enables companies to understand how their target market feels and behaves. But why market research surveys ? Education level.

Marketing 97

Marketing Survey Feedback Customers 97

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Optimove

FEBRUARY 6, 2020

This acquisition completes Optimove’s new data infrastructure, Optidata , providing our clients with access to a realtime customer data platform (CDP). As relationship marketing evolves, marketers are looking to empower customers by providing them with contextually relevant, self-generated experiences.

Marketing 75

Marketing CRM System Customer Care 75

Optimove

MAY 18, 2020

This year, Gartner recognized Optimove’s development and advanced it from the “Niche Players” to the “Challengers” quadrant in Gartner’s Magic Quadrant for Multichannel Marketing Hubs (MMH). All this could not be possible without a robust data platform at the core of the solution.

Marketing 98

Marketing Report Call Center Travel 98

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. External factors like market demand, pricing trends, or competitors’ initiatives can arise at any time, setting off a chain reaction that affects your overall CX.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Optimove

JUNE 22, 2020

Customer-centric retail brands looking to provide personalized customer experiences across all marketing channels know that it is crucial to test and optimize consistently. This brand reduced CAC by 75% and customer churn by 32%, all while increasing average customer LTV by 12%. How’d they do it, you ask?

Customer Retention 52

Customer Retention Loyalty Data Loyalty Programs 52

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. To see the results regarding all 25 customer analytics practices, you can download the entire report for free here.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Optimove

MAY 27, 2020

What is eCommerce Marketing? eCommerce marketing includes the marketing activities done before, during and after a customer’s visit to an online store. Before customers visit online stores, eCommerce marketing focuses on driving traffic to the eCommerce store or site.

Ecommerce 40

Ecommerce Marketing Multi-Channel Advertising 40

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. To see the results regarding all 25 customer analytics practices, you can download the entire report for free here.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

SurveySparrow

MARCH 24, 2024

It involves a comprehensive exploration of customer needs, pain points, and expectations. During this phase, extensive research is conducted to gather insights from customers, industry trends, and market analysis. Gathering Customer Insights A key aspect of the discovery phase is collecting customer insights.

Tools 52

Tools Feedback Multi-Channel Analysis 52

Optimove

NOVEMBER 14, 2023

Why it matters: By leveraging AI, marketers can achieve precision in revenue goals, maximize profits, and create more personalized campaigns. AI not only saves time but also delivers better results, making it a valuable tool for marketers looking to stay ahead in the competitive landscape. Building these is an arduous task.

Groups 69

Groups ROI Customer Base Analysis 69

Lumoa

MARCH 8, 2023

This prevents mistakes and keeps competitors from stealing market share. Granular and Refined Insights are Valuable While telcos spend a lot of money on gaining customer insights, they often just end up in a report, and little action is taken. There is value in slowing down and evaluating before launching new products.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on.

NPS 208

NPS Net Promoter Score Industry How To 208

Forrester's Customer Insights

MARCH 10, 2021

Our data shows that new logos account for close to 23% of total revenue, while retained business plus growth via upsell and cross-sell account for the rest. How are you protecting that 77%?

Customer Base 60

Customer Base Data Customers B2B 60

Optimove

DECEMBER 23, 2021

This time last year – which, amazingly enough, happened only a year ago – we asked our Director of Product Marketing, Rony Vexelman, to send us a few suggestions for “new year’s resolutions” for the digital marketer. Find a vendor to help you and your team move up the marketing maturity curve.

CRM 52

CRM Marketing Groups Measurement 52

Thematic

DECEMBER 5, 2018

To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. Why is customer retention important? A data-driven customer retention strategy can reap rewards in a big way, if you do it right. Facilitates sustainable growth.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Chattermill

NOVEMBER 11, 2019

How to Share Customer Insight Across an Organisation. customer experience. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. You have to dig into the data to pull insights.

Customer Insights 40

Customer Insights How To Customer Centricity NPS 40

2020 Research

FEBRUARY 27, 2023

We listened to our customers and realized that while “Schlesinger Group” reflected our family business origins and focus group expertise, it didn’t encompass the full scope of market research solutions we bring to customers every day. The secret sauce of market research has always been human connections.

Brands 98

Brands Groups Connections Innovation 98

Second to None

APRIL 12, 2018

In order to establish a strong understanding of customer insights, restaurant managers may want to consider investing in a customer database to collect important data, key insights, and trends to better serve and suit their customers for improved business relationships and better business outcomes.

Marketing 67

Marketing Social Media Loyalty Programs Rewards Programs 67

CloudCherry

DECEMBER 1, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. Customer support has years of customer conversations stored in their help desk. Marketing collects customer engagement data in various operational platforms.

CEM 186

CEM CRM ROI Survey 186

Currency Alliance

APRIL 10, 2021

Most loyalty teams obsess over your 10-15% most frequent customers, partly because they’re profitable, but partly because they’re easy to market to. The 40-60% of less frequent customers are a far larger commercial opportunity. Capture exclusive customer insight. Part 1: Loyalty program basics. LOYALTY POINTS.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52