InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. Your brand needs to deliver on all fronts in order to create a memorable experience for these customers. It sets the tone for the entire company/consumer relationship.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? How can brands stand out?

Customer Experience Design 484

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 484

InMoment XI

MARCH 16, 2022

And surprisingly, there were some standout similarities that connected the two seemingly disparate customer bases. After all, issues like the pandemic are global occurrences, so how else can you make sense of such an event except by looking at that level of scale? CX Trend #2: The Impact of Social Media Influencers.

Trends 493

Trends Social Media Comparison Loyalty 493

InMoment XI

FEBRUARY 9, 2024

Advancements in electric vehicles are leading to increased adoption, and concepts that were once pipe dreams—such as connectedness and autonomous vehicles—are becoming a reality. Automotive brands need to understand customers’ needs and preferences, and then adapt accordingly, to deliver outstanding experiences that win and retain customers.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

InMoment XI

FEBRUARY 7, 2024

Here are some of the main feedback signals: NPS Surveys Call Center Data Reviews Social Insights/Spotlight Integrated CX platforms have the power to interpret these varied, disparate signals into a unified view. What’s more, they expect brands to adapt to as their needs and expectations inevitably evolve.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

InMoment XI

MAY 14, 2022

In what ways do your favorite brands help create your personal brand? How do they contribute to fulfilling your individual needs? And how do your shopping dollars help craft—and confirm—your personal identity? So, Why Do Customers Choose Their Favorite Brands? A Few Examples from Best-In-Class Brands.

Brands 493

Brands Loyalty Retail Competitive Advantage 493

InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.

Retail 260

Retail Customer Experience Effort Score Social Media 260

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. What is Guest Experience?

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. How exactly do you do this? Instead, your brand needs to have incredibly intentional customer experience management techniques in place.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

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. This 360-degree understanding enables organizations to identify critical moments of truth that significantly impact customer satisfaction and customer loyalty.

Analytics 488

Analytics Customer Insights Data Social Media 488

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 260

Net Promoter Score NPS Retail Trends 260

InMoment XI

NOVEMBER 28, 2023

Recognizing this, top brands and businesses are integrating review management into their marketing strategies. Not only does review management help safeguard and enhance a company’s brand reputation; but it can also improve search engine visibility and cultivate brand trust among existing and potential customers.

Management 346

Management Marketing Social Media Guidelines 346

InMoment XI

FEBRUARY 1, 2024

Spotlight’s power lies in its ability to analyze both historical customer experience data and real-time data sources like social media and reviews. By understanding these intentions, businesses can proactively address customer needs, enhancing the overall customer experience and increasing sales and customer satisfaction.

Analysis 260

Analysis Analytics Social Media Loyalty 260

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

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. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. How customers experience your brand is more important than ever before.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Comm100

DECEMBER 12, 2023

We’ll explore how Generative AI is changing the very fabric of customer interactions, while balancing this automation with emotional intelligence. Organizations must maintain data privacy and ensure the AI’s responses remain appropriate and aligned with their brand, among other challenges.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

SurveySensum

MARCH 7, 2024

Corporate Social Responsibility has evolved from being a buzzword to a critical aspect of modern business practices. As consumers become more conscious of the ethical and social implications of their purchasing decisions, the importance of CSR in the corporate landscape has grown significantly.

Loyalty 52

Loyalty Competitive Advantage Connections Brands 52

Comm100

FEBRUARY 6, 2023

Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. Companies can no longer connect with clients on a human level, and as a result, clients feel neglected. Customers typically engage with your brand on different touchpoints.

Financial 191

Financial Trends Self Service Customer Experience 191

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. For example, light can behave as both a particle and a wave, depending on how it’s observed or measured.

Connections 111

Connections Customer Experience Social Media Analysis 111

Retently

AUGUST 3, 2023

Customers no longer pick brands for individual products or services; instead, they choose the business that delivers the best experiences. It’s the heart and soul of your brand. That’s why big brands like Starbucks and Apple invest heavily in creating great customer experiences. and that’s exactly what customers want.

Customer Experience 148

Customer Experience Net Promoter Score Effort Score Social Media 148

Experience Investigators by 360Connext

JANUARY 23, 2024

Customers often crave personal, empathetic connections and some bots simply aren’t up to the task. Nielsen Norman Group reported how mobile-first web designs can cause user issues when used on a desktop that often requires more scrolling. It’s all about connecting wherever your customers are. Spread the joy inside and out!

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

CX University

APRIL 16, 2024

The Rise of the Conscious Consumer In today’s competitive business landscape, customer loyalty has become a critical factor for success. As consumers become increasingly discerning, the alignment between a company’s values and the personal values of its customers has emerged as a significant driver of loyalty.

Loyalty 52

Loyalty Brands Social Media Consumers 52

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. And how do offshore solutions, interpreters, and texting play a role? and, obviously, for brands serving consumers in Mexico and South America, Spanish is a necessity. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Retently

MARCH 5, 2024

But how do you respond in a way that’s both genuine and impactful? Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count. This feeling fosters a deeper emotional connection between the customer and the brand.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

Retently

APRIL 5, 2024

This interconnected retail context demands a cohesive approach, ensuring that customer experience is consistent and positive, regardless of how or where the customer chooses to shop. Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business.

Retail 78

Retail Engagement Strategy Customer Experience 78

CSM Magazine

APRIL 25, 2024

With the advent of digital technology and social media, customer expectations are higher than ever. Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Tailored products and services, based on these insights, can significantly enhance customer satisfaction and loyalty.

Social Media 52

Social Media Customer Journeys Multi-Channel Touchpoint 52

Feedbackly

AUGUST 31, 2023

But, it does mean that you need to integrate a new perspective when positioning your brand before your customers. As human beings, we place a lot of value on emotions and emotional connection and it extends to our buying behavior too. It looks at the emotional experience customers receive from a brand.

Brands 98

Brands Customers Loyalty Engagement 98

BirdEye

DECEMBER 26, 2023

But this can change if your business actively measures brand salience and takes steps to improve it. This blog post is the ultimate guide on brand salience and helps you grow your brand by measuring this important metric. Table of contents What is brand salience? Table of contents What is brand salience?

Brands 105

Brands Social Media Competitive Advantage Analysis 105

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. Because they have 75 unique social media accounts across Facebook, Instagram, and Twitter, they must tailor all of their content to match each local audience’s specific needs and preferences.

Social Media 116

Social Media Management Guidelines Brands 116

BirdEye

JANUARY 12, 2024

Hyperlocal social media marketing allows you to harness this power, turning every digital interaction into a meaningful engagement. It’s not about reaching the masses; it’s about connecting deeply with those who walk the streets of your neighborhood. Table of contents What is hyperlocal social media marketing?

Social Media 109

Social Media Marketing Advertising Trends 109

ECXO

JANUARY 30, 2024

The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. While these are necessary, they are often not sufficient in driving customer loyalty and repeat purchases. ” This is where the emotional component comes into play.

Rewards Programs 52

Rewards Programs Loyalty Brands Connections 52

BirdEye

JULY 5, 2023

Relationship marketing is the strategy of cultivating meaningful relationships with customers to ensure long-term satisfaction and brand loyalty. Relationship marketing focuses on growing a business by building brand loyalty, improving customer retention, and, ultimately, increasing customer referrals.

Examples 98

Examples Strategy Marketing Social Media 98

BirdEye

AUGUST 24, 2023

Traditional marketing, such as content creation and social media, has become non-negotiable. Read further to know the key customer marketing strategies you need to improve your business’s experience, retention, and loyalty. We want to highlight how increasing customer loyalty helps your bottom line.

Strategy 98

Strategy Marketing Customer Retention Loyalty 98

BirdEye

FEBRUARY 27, 2024

To compete in this complex market and capture audience attention, dealership brands must put their best foot forward. Whether you’re looking to boost brand awareness, fuel customer engagement, or turbocharge car sales , this blog post is the ultimate guide for your dealership brand to succeed in 2024.

Advertising 64

Advertising Automotive Social Media Multi-Channel 64