InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. And, unfortunately, customer experience programs may fall on the chopping block. To help our customers to do just that, we leverage a philosophy we like to call the “Continuous Improvement Framework.”. to look at cutting discretionary spending.

ROI 557

ROI Customer Experience Effort Score Financial 557

InMoment XI

APRIL 7, 2022

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way. Where the Drive for Data Came From. A Better Approach.

Customer Experience 529

Customer Experience Data Connections Customers 529

InMoment XI

MAY 18, 2022

Following the methodology below, our own customer experience (CX) program (Elevate) is successfully getting feedback from upwards of 90% of closed sales opportunities in our best months—and the insights are invaluable. Here’s what we’re doing and why we think it is successful. The Insights. Building Human Connections.

B2B 493

B2B Company Roadmap Sales 493

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? Employees are the key, critical common denominator in optimizing the customer experience. Very often, either directly or indirectly, they are at the intersection of customer/vendor experience. That’s my belief.

Company 529

Company B2C Employee Experience Culture 529

InMoment XI

MAY 10, 2022

They can automatically gather data and use that information to solve your business challenges, build better relationships with customers, and help you achieve Experience Improvement (XI). This means understanding customer segments, knowing where to find unsolicited data, and identifying new and emerging trends.

Consulting 493

Consulting Trends Technology Analysis 493

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

InMoment XI

MARCH 10, 2022

We’re hopefully turning the page on a pandemic, but steep inflation and unrest both at home and abroad are making many customers nervous about what’s around the corner. More specifically, we’re going to cover the first two steps in our success improvement framework: Step 1: Design Step 2: Listen. Step 1: Design. Step 2: Listen.

How To 493

How To Social Media Survey Data 493

InMoment XI

AUGUST 30, 2022

It’s every company’s dream to have loyal, lifelong customers. In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services. To put it simply, you need to understand their entire customer experience, from beginning to end.

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score Survey Effort Score 493

InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. How can you take the invaluable insights your CX team is discovering and translate it into meaning that executives will understand and act on?

Tips 493

Tips ROI Metrics Touchpoint 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. The first step to a successful targeted survey?

Survey 556

Survey Customer Experience Touchpoint Exercises 556

InMoment XI

NOVEMBER 2, 2022

Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. Why Is Showing the Value of Customer Experience So Difficult? Just like that, we have proved that having a CX program that creates actionable insights provides a return on investment to the organization.

ROI 493

ROI Return on Investment Airlines Call Center 493

InMoment XI

MARCH 3, 2022

Here’s a difficult truth you may be facing: “my customer experience (CX) program is just not moving the needle.” In a similar fashion, managing experiences only focuses on understanding the customer or reacting to their interactions. Because if you can predict and solve future customer problems today, you’re already a few steps ahead.

Fashion 493

Fashion Government Measurement Voice of Customer 493

InMoment XI

OCTOBER 12, 2022

With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. That’s where a closed-loop system comes in! Looking to get started with or revive your approach?

System 493

System Chatbots Fashion Study 493

InMoment XI

OCTOBER 5, 2022

And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen. They are the ones on the front lines interacting with customers each and every day. They become passionate advocates who positively affect the customer experience.

How To 493

How To Feedback Strategy Customer Centricity 493

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . 1: Leveraging Customer Feedback in Operations.

Feedback 492

Feedback Culture eBook Training 492

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! 5 Pieces of Advice from Our EMEA Customer Experience Experts. #1: Frontline employees need strategic communication.

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . How do you train staff in the franchises to instill customer experience in all that they do, maximizing sales?

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization. Lack of good data.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Alida

JANUARY 18, 2022

Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base.

Customer Engagement 246

Customer Engagement Engagement Feedback Customer Base 246

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

Beyond Philosophy

FEBRUARY 10, 2022

This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. A larger strategy for using your data is equally as crucial to your gained insights as improving experiences for customers is for connecting to your bottom line. .

Measurement 166

Measurement Customer Experience Net Promoter Score Effort Score 166

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. In our latest blog we explore this trend, highlighting some key findings from the ContactBabel UK Customer Experience Decision-Makers’ Guide 2021. Preparing for future customer service challenges.

Analytics 127

Analytics Data Customer Service Trends 127

Help Scout

FEBRUARY 11, 2022

Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well. Read the full article

Customer Success 126

Customer Success Lifetime Customer Customers How To 126

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Gartner is a company that delivers actionable, objective insight to executives and their teams.

Customer Success 105

Customer Success Management Marketing Analytics 105

Retently

AUGUST 29, 2022

But is social media an accurate indicator of whether or not real, paying customers are satisfied with a brand? NPS Measures Customer Satisfaction, Not Public Opinion. For a marketer or growth-focused small business owner, it’s essential to know how customers feel about your product.

Social Media 158

Social Media NPS Net Promoter Score Marketing 158

Gainsight

MARCH 8, 2022

Our Evolve event proved once again that developing bold features with better results in mind is exactly what keeps Gainsight customers inspired to reach their biggest goals. . Customer Success teams are in a unique position to drive revenue growth. Customer Success Qualified Leads is that solution. .

NPS 98

NPS Effort Score Leadership Sales 98

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

ChurnZero

FEBRUARY 21, 2022

Customers are more than just a source of revenue and profits for your company. They’re also full of insights and knowledge that can help take your business and your products to the next level. That’s where a customer advisory board (CAB) can come into play. What is a customer advisory board?

Feedback 98

Feedback Loyalty Roadmap Customers 98

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. It can make your company a truly customer-centric organization. Expensive revenue comes almost entirely from new customers.

Sales 111

Sales Customer Success ROI Customer Centricity 111