InMoment XI

DECEMBER 1, 2022

Our goal is to empower you with the data, technology, and human expertise necessary to identify the moments that matter, understand what’s working (and what might need improvement), take informed action to solve business problems, and ultimately provide a truly differentiated experience for your business. The Intersection of Value.

Self Service 493

Self Service Analytics ROI Automotive 493

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. 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. But listening isn’t always that easy. Nowhere is this more true than with customer relationships.

Analysis 423

Analysis Data How To Customer Centricity 423

InMoment XI

JUNE 7, 2022

They provide what many customers crave most: an easy-to-access platform they can use to voice their thoughts and opinions about a brand. Customers keep a company going—it literally pays to listen to them. Proactivity and a willingness to act on feedback are the keys to whether a survey strategy is ultimately successful.

Survey 491

Survey Call Center Touchpoint Call Center Experience 491

InMoment XI

JANUARY 9, 2024

Ultimately, a positive B2B customer experience contributes to customer satisfaction, loyalty, and the potential for long-term partnerships and repeat business. Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. References SmartKarrot. “75 TrustRadius.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

BlueOcean

DECEMBER 18, 2023

But if that standard of sampling was the horse and buggy of our past, conversational analytics platforms are the Ferrari of QA today. This analysis is real-time, so software and platforms have the option to provide immediate prompts and cues for agents to respond to the customer appropriately.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

InMoment XI

OCTOBER 26, 2022

Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: 1: Integrate Data From Everywhere Into Your CX Platform. One of the most important keys to deliver seamless customer experiences is to have seamless data integration from everywhere into your CX platform.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

BlueOcean

MARCH 7, 2024

Blue Ocean will ultimately be awarded a Gold, Silver, or Bronze Stevie Award during a gala banquet on Friday, April 12, at the Bellagio in Las Vegas, Nevada. They listen to what we need, they want to understand our business, and they show up to create solutions and offer ideas as a true partner would.”

Sales 177

Sales Customer Service Sports Contact Center 177

GetFeedback

JANUARY 3, 2019

Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments. After all, what a customer says directly to you may be different than what they say on a social media platform. Choose a channel. Choose a cadence.

Voice of Customer 239

Voice of Customer Data Customer Service Net Promoter Score 239

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. This explains why the highest-rated businesses on online review platforms are typically the ones that proactively manage reviews and are most responsive to customers.

Management 346

Management Marketing Social Media Guidelines 346

Lumoa

MARCH 12, 2023

When they do, it’s usually scattered across multiple platforms, seen by only one or two teams, and rarely has a big impact. Listening to the voice of the customer sounds appealing in theory. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. A CX platform combines all of that.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

InMoment XI

MARCH 7, 2023

There were a lot of hypotheses from different people in the business, but ultimately the team needed to understand the “why” behind the onboarding challenge. Marketers need propensity models, a well-oiled marketing automation platform, and prioritized test-and-learn matrics just to name a few. More of a visual person? No worries.

Customer Journeys 260

Customer Journeys Engagement Customer Centricity Metrics 260

InMoment XI

SEPTEMBER 29, 2022

But, in order to do this, that data has to be in a centralized platform in order to be readily available for evaluation and future strategic planning. Wondering how you can refine your data-gathering strategy to leverage the right listening methods at the right time? Check out this quick article.

Banking 493

Banking Retail Data Omni-Channel 493

Lumoa

JANUARY 24, 2024

Strategies for CXOs to Implement Text Analytics in Customer Feedback Ultimately, the CXO has to use customer feedback to better the business. This means not just listening but also interpreting and acting on what customers are communicating. Overcoming Text Analytics Challenges with CX Platforms Today’s businesses run on data.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

InMoment XI

MARCH 4, 2024

Ultimately, the choice of the Likert scale should be made thoughtfully, taking into account the specific requirements of the research, the characteristics of the respondents, and the overall survey design. Which method you choose will ultimately end on the initial research questions.

Comparison 260

Comparison Net Promoter Score Analysis Effort Score 260

InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. Improved Customer Retention AI’s ability to actively listen for qualitative feedback and identify pain points allows companies to proactively address customer concerns.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Experience Investigators by 360Connext

JUNE 9, 2020

I’ve been reading and listening a lot this past week, and I was inspired to grapple with questions that have floated around for a while: When I’ve noticed evidence of ongoing inequity in CX, why haven’t I spoken up about it? We Must Listen & Learn. This should trouble all leaders. Is that feedback heard?

Customer Experience 236

Customer Experience Policies Leadership Tips 236

ECXO

MARCH 15, 2024

The 7 Sins of CX The first, and perhaps the most glaring of these sins, is the failure to listen to your customers. Customers expect the same level of service across all channels, whether it’s a physical store, an online platform, or a customer service hotline. The fifth sin, dear reader, is neglecting employee experience.

Customer Experience 96

Customer Experience Net Promoter Score Customer Satisfaction Innovation 96

Comm100

AUGUST 29, 2021

Experts have long been champions of active listening in customer service interactions, which means focusing on the customer and responding in a way that shows you understand them. Customers that feel listened to will also feel empowered. Customers that feel listened to will also feel empowered.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

Kustomer

SEPTEMBER 6, 2022

Not only are popular social platforms many people’s first port of call for finding out about a company, you can also earn digital applause from social media users, creating a free, organic source of publicity when done well. Social Listening. Social CRM Features. Customer Profiles. Social Media Management. Social Selling.

Customer Relationship Management 98

Customer Relationship Management Customer relationships Social Media CRM 98

BirdEye

MARCH 17, 2023

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. The insights gained from social listening can be invaluable when it comes to making strategic business decisions. Table of contents What is social listening?

Tips 98

Tips Social Media How To Analysis 98

GetFeedback

MAY 13, 2019

When someone feels listened to and understood, it makes them less likely to share their negative perception of your company on social media or in a public review. Don’t share post-event surveys to all social media platforms at the same time. That may be because many people use the platform as a distraction from their work.

Survey 268

Survey Social Media Tips Feedback 268

Experience Investigators by 360Connext

JANUARY 26, 2021

Or how about behavioral analytics, which helps us understand what customers do and how they behave on our digital platforms and other channels? This is about listening to one customer at a time. Call a promoter one week and a detractor the next , and listen for ways the promoters and detractors describe their journey differently.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Brandwatch CX

JANUARY 29, 2024

Your social media platforms can be a gold mine for leads. We’ve put together some general advice, but if you want platform-specific tips you can jump ahead: Twitter Lead Generation LinkedIn Lead Generation Facebook Lead Generation Reddit Lead Generation Instagram Lead Generation Preparation You always need a plan of action.

Social Media 98

Social Media Tips Groups Brands 98

BirdEye

MARCH 5, 2024

In the whirlwind of tweets, likes, shares, and comments, a goldmine of insights is waiting for savvy businesses to listen. Social media monitoring is the systematic tracking of various platforms to gather mentions and conversations about specific keywords, hashtags, or phrases associated with a brand or business.

Social Media 59

Social Media Multi-Channel Trends Tips 59

BirdEye

JANUARY 19, 2023

Social listening and social monitoring are often used interchangeably, but there are some big differences between the two. In this blog post, we’ll explore the key differences between social listening vs social monitoring so that you can make informed decisions when it comes to your business’s digital presence.

Social Media 98

Social Media Analysis Trends Brands 98

BirdEye

DECEMBER 21, 2022

To stay relevant on popular platforms, you need to know what’s trending and why, and how to use them to your advantage. The app pioneered the short-form video content replicated by nearly every major social media platform, including YouTube Shorts and Facebook Reels. TikTok is becoming more than just a social platform.

Social Media 97

Social Media Trends Video Brands 97

Customer Bliss

JANUARY 17, 2019

Listen, Analyze, Solve, and Offer More. The process was built around the principles to: listen, analyze, solve, and offer more. The idea was to build listening posts in order to know what’s going on with the customer and then spend time analyzing it. Ultimately, we've got to be real, be transparent and be passionate.

Connections 190

Connections Company How To Chief Customer Officer 190

BirdEye

FEBRUARY 28, 2023

With help from a social media professional, your business can maximize its online potential, expand its reach, enhance customer engagement, create brand awareness, and ultimately increase revenue. Their primary goal is to increase brand awareness, engage with the audience, drive website traffic, and ultimately generate leads and sales.

Social Media 98

Social Media Management Analytics Strategy 98

Thematic

APRIL 3, 2024

77% of customers prefer brands that listen to them. It's about continuously listening to your customers through various channels and integrating that feedback into everything you do. Voice of the Customer (VoC) is your weapon for protecting your loyal customers. By using their feedback to improve customer experience for all.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Kayako

MARCH 21, 2022

Check out our Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support performance metrics today. . The more consistent your brand messaging is across platforms, the better. Single View integrates information across platforms and apps. Collaboration is Key for Customer Service Success.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Comm100

NOVEMBER 13, 2022

And ultimately, we would have risked losing customers to competitors.” By consolidating every channel through a unified inbox, omnichannel platforms allow organizations to offer every channel that their customers want support on . An omnichannel platform also enables advanced routing for even deeper personalization.

Tools 181

Tools Customer Service Tips Omni-Channel 181

SurveySparrow

MARCH 9, 2024

Gartner has found out that listening to the voice of customers can increase upselling and cross-selling by 15-20%. So, if a business needs to do so, they need to actively listen to customers. Since you are here, we presume you already understand the importance of listening to customers. And that’s where VoC tools come into play.

Tools 52

Tools Voice of Customer Touchpoint Social Media 52

Hello Customer

MAY 15, 2023

Many experts have been sharing their vision on how to improve CX, but the most important people you should be listening to are your customers. Creating the ultimate feedback loop The real goal? Creating the ultimate feedback loop! So, listening to your existing customers to build loyalty will ultimately pay off.

Feedback 52

Feedback Net Promoter Score Touchpoint Analysis 52

inSided

MARCH 26, 2021

A big part of that growth is a result of increased self-service (customer autonomy) and engagement, ultimately getting more value out of a product. But a huge part of that growth also comes from listening to the Voice of the Customer , acting on customer feedback, and building a product your customers want to use.

Feedback 98

Feedback Self Service B2B Connections 98

SurveySensum

FEBRUARY 19, 2024

In this condition, adopting some outstanding business practices can help you unlock your business’s potential, ultimately leading to your business’s success. So, provide them with better customer support, listen to their needs, and answer their queries. Innovate and develop more effectively.

Customer Centricity 52

Customer Centricity Tips Innovation Analysis 52

BirdEye

FEBRUARY 21, 2023

Then, we’ll take a look at some of the more popular platforms and dive into a number of social media marketing strategies that are proven to work for local businesses. Table of contents Why social media is so important for businesses The most popular social media platforms today About social media accounts What is social media management?

Social Media 98

Social Media Management Multi-Channel Analytics 98

BirdEye

JUNE 29, 2023

If the customer needs further assistance, your customer support can ask for an email address or phone number and transition the conversation to other staff through those channels.This customer communication management approach ensures that the conversation switches from one platform to another without any interruptions.

Communication 97

Communication Social Media Self Service Touchpoint 97