InMoment XI

OCTOBER 24, 2022

When it comes to collecting data, one of the best ways to do so is a survey. Most companies put out surveys of some kind for customers and employees at different points. But there’s more to a survey than just a series of questions. But what is a survey method? What is survey methodology?

Survey 493

Survey Analysis Study Data 493

InMoment XI

DECEMBER 19, 2022

What do expert survey builders know that makes them so successful? From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? How will I act on this feedback? Strong and insightful surveys help businesses understand what they are getting right and where they need improvement.

Survey 493

Survey Customer Journeys How To Touchpoint 493

InMoment XI

DECEMBER 15, 2022

Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. Think of digital experience trends being the new maps application in your business. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them.

Trends 529

Trends How To Social Media Survey 529

InMoment XI

AUGUST 31, 2022

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company. Relationship Surveys.

Banking 493

Banking Survey How To eBook 493

InMoment XI

AUGUST 9, 2022

How do you respond when someone asks, “Are you doing okay today?” What if someone asked, “How do you feel today?” One question asks you just generally how you feel while the other implies that you might not be doing well in the first place, so you might answer differently. But what are the right questions to ask?

Survey 493

Survey Feedback Effort Score Net Promoter Score 493

InMoment XI

JUNE 27, 2023

These days, understanding your customers isn’t a “nice thing to do”; it’s an absolute necessity. To truly understand your customers, you need to spend some quality time listening to them and understanding the voice of the customer. What Is a Voice of the Customer Survey?

Survey 390

Survey Customer Satisfaction Touchpoint Feedback 390

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Let’s take a closer look. Keeping customers around for as long as possible to sell them as much as possible is a great aspiration, but as I’m sure you’re aware, it’s much easier said than done.

Social Media 529

Social Media Tips Customers Customer Retention 529

InMoment XI

JULY 11, 2022

When gathering accurate and useful data, how the data is collected is just as important as the results it yields. This is why the design of the survey can ultimately determine the survey’s success. What Is Survey Design? How much context or detail is provided can sway a participant’s opinion.

Survey 493

Survey Exercises Data Measurement 493

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. How do you get started?

Survey 556

Survey Customer Experience Touchpoint Exercises 556

InMoment XI

OCTOBER 10, 2022

All types of businesses leverage customer surveys , and they’re as important for small, growing businesses as they are for established corporations. When you’re creating a customer survey, whether it’s for the first time, or something you do each year, it’s helpful to understand what to expect. Source: RightNow ).

Net Promoter Score 490

Net Promoter Score Survey NPS B2C 490

InMoment XI

SEPTEMBER 30, 2021

What do you want a customer experience (CX) survey invitation to do? Besides literally inviting someone, you want your invitation to tell the recipient that they’re valued and will also receive something of value if they accept it. So how do you send the perfect email survey invitation?

Survey 493

Survey Tips Course Strategy 493

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

InMoment XI

JANUARY 30, 2024

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. Consumers are more likely to become repeat customers if they have great experiences.

Customer Experience Management 295

Customer Experience Management Software Customer Experience Management 295

InMoment XI

JANUARY 4, 2022

This little pop-up window is more commonly known in the customer experience (CX) industry as an intercept or digital intercept. Though the use of a digital intercept has great intentions, the unfortunate truth is that it can often harm the customer experience more than it improves the experience. What experience?”

Feedback 598

Feedback Customer Experience How To Survey 598

InMoment XI

SEPTEMBER 21, 2023

Online reputation management is the process of actively monitoring and influencing the way your business is perceived by your customers and the general public. We’ve compiled a step-by-step checklist to get you started. We’ve compiled a step-by-step checklist to get you started. Let’s dive in and get started!

Management 490

Management Social Media Feedback Voice of Customer 490

InMoment XI

MARCH 26, 2024

Learning how to ask for a review can do wonders for your brand. Reviews help build your online reputation, bring added credibility to your company, amplify your search presence, and provide the kind of social proof that’s essential to influencing purchase decisions. Why Ask Customers for Reviews?

Examples 260

Examples Brands Strategy How To 260

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. . 3 Factors Impacting the Customer Support Experience.

Customer Experience 493

Customer Experience Call Center First Call Resolution Chatbots 493

InMoment XI

NOVEMBER 16, 2021

How Do I Increase Survey Response Rates? Should I Shorten My Survey? . My first instinct when asked this question is to ask, “are you really interested in only increasing your survey response rate , or are you interested in getting more responses?” Your sample will still not represent the population.

Survey 493

Survey Automotive Comparison Hotels 493

InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. At InMoment, we are dedicated to delivering tangible business value and bolstering your bottom line through a comprehensive integrated CX approach.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Survey 394

Survey Metrics NPS Effort Score 394

InMoment XI

SEPTEMBER 6, 2022

If you want to get to know someone, the best way to get an accurate assessment is to ask them questions yourself. You may want to know what they like and don’t like, what makes them happy, sad, or angry, how they feel about specific topics, or anything else that gives you greater insight into their personality.

Groups 493

Groups Survey Analysis Data 493

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever, too. Revolutionary even.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

InMoment XI

JUNE 2, 2022

It’s no secret that customer onboarding is one of the most crucial (and oftentimes challenging) stages in a customer’s journey with your brand. These and other variables make a well-designed onboarding experience of utmost importance to organisations and their customer experience (CX) initiatives. This isn’t the case.

Survey 529

Survey Customer Experience How To Feedback 529

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? AI tools are changing the way we analyze customer feedback. They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources.

Analysis 394

Analysis Software Comparison Social Media 394

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. How do you collect VoC data?

Analysis 423

Analysis Data How To Customer Centricity 423

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. Surveying at the right frequency, with the right survey design, is what keeps your customers responding and free of survey fatigue.

Survey 81

Survey How To Feedback Tips 81

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Self Service 167

Self Service Customer Service Strategy Omni-Channel 167

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Sending NPS surveys via email is one of the most popular ways to distribute the survey.

NPS 98

NPS Examples Tips Survey 98

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Okay, that makes sense.

Survey 93

Survey Meeting Video Feedback 93

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Our customers’ time is precious, and we must respect it.

Metrics 153

Metrics Customer Service Measurement Customer Service Training 153

Retently

OCTOBER 26, 2023

One of the biggest benefits of Net Promoter Score® is that it gives you timely, relevant customer feedback when you need it most. With this feedback, you can make changes and improvements to your product or service. Over time, your business and its customers will likely change.

Net Promoter Score 148

Net Promoter Score NPS Feedback Survey 148

Retently

NOVEMBER 27, 2023

Outsourcing has become increasingly popular these days, as more companies worldwide are exploring different destinations for outsourcing their business activities, and it’s no wonder why. Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Daniel Group

APRIL 18, 2024

Enhance Your Communication Strategies! Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. That is a fact of life, no matter how well-run the company.

Communication 98

Communication Strategy NPS Net Promoter Score 98

delighted

MARCH 28, 2024

With tens of thousands of customers using Surveys after our October 2023 launch, we’re incredibly excited to announce a pivotal enhancement to the product: AI Recommended Questions. Powered by Qualtrics AI , AI Recommended Questions is the ultimate survey creation assistant. It makes the edit/create process easy!”

Survey 64

Survey Feedback Consumers Study 64