ViiBE Blog

AUGUST 17, 2021

What is the purpose of customer experience management? Customer experience. This is why customer experience management, meaning a process of tracking customer expectations and undertaking relevant actions, has become one of the focus points of businesses across different industries.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

InMoment XI

OCTOBER 12, 2023

When agents have access to a unified view of customer data and interaction history across all channels, they can quickly understand the context of the customer’s issue. Omnichannel Contact Center Solutions Benefit #4 Data-Driven Insights Omnichannel contact center solutions provide valuable data and analytics.

Contact Center 260

Contact Center Omni-Channel Customer Experience Social Media 260

InMoment XI

FEBRUARY 14, 2024

For example, a customer may research a product online and then visit a physical store to make a purchase, with their shopping cart and preferences already synced. Insights and Analytics Omnichannel strategies generate valuable data and insights about customer behavior and preferences across different channels.

Omni-Channel 260

Omni-Channel Customer Experience Social Media Self Service 260

NetBase

MAY 25, 2020

As the world recuperates and consumers everywhere are feeling hesitant to resume life as usual, recovery mode must be focused on supplying what customers need – and those needs have changed drastically in the past few months. Retaining customers in the long run depends on how well your brand adapts. Here’s how.

Customer Retention 60

Customer Retention Healthcare Trends Consumers 60

InMoment XI

JULY 12, 2023

A well-designed CX strategy can be the main aspect that helps you attract and retain your customer base, so you don’t want to leave anything up to change. 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

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. Customer Experience Management (CXM) is the answer.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

Lumoa

NOVEMBER 29, 2021

However, when it comes to actual customer experience management , things get difficult. It is not too difficult to listen to the customer. Companies receive real-time feedback in massive volumes if they only start listening to their customers. And yet still, acting on the customer feedback is hard.

ROI 259

ROI Customer Experience NPS Financial 259

Bob Hayes

MARCH 19, 2018

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Artificial Intelligence and Predictive Analytics. Using Descriptive, Predictive and Prescriptive Analytics to Make Decisions / Take Actions. IBM Watson Commerce.

Analytics 93

Analytics Loyalty Analysis Data 93

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. Customer Experience Management (CXM) is the answer.

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Bob Hayes

APRIL 29, 2018

Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your customer acquisition efforts. By applying sophisticated analytics (e.g.,

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

Bob Hayes

APRIL 29, 2018

Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase their focus on customer retention efforts and why the are imperative to your customer acquisition efforts. By applying sophisticated analytics (e.g.,

Customer Retention 64

Customer Retention Return on Investment Customers Case Study 64

Bob Hayes

MARCH 19, 2018

As users/customers engage with a company (their products, services, surveys), they generate a lot of data about their behaviors and interactions with the brand. Artificial Intelligence and Predictive Analytics. Using Descriptive, Predictive and Prescriptive Analytics to Make Decisions / Take Actions. IBM Watson Commerce.

Analytics 74

Analytics Loyalty Analysis Data 74

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 236

Customer Experience Social Media Video Customers 236

Totango

APRIL 5, 2022

The best NPS software lets you: Automatically track customer satisfaction. Accurately predict customer retention , brand growth and revenue. Take steps to win over dissatisfied or lukewarm customers. Leverage satisfied customer responses for upselling conversions and referrals. SurveySparrow.

NPS 104

NPS Software Net Promoter Score Multi-Channel 104

Lumoa

JANUARY 19, 2023

Pro tip : If your customer journey is mostly digital (e.g., you may want to consider looking for people with relevant skills and experience. For example: website optimization, content marketing, and digital analytics. Here’s an example of how a startup’s customer experience department might be structured.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

JULY 10, 2018

However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers. And yet still, acting on the customer feedback is hard.

ROI 303

ROI Customer Experience NPS Financial 303

GetFeedback

MAY 9, 2019

This means building trust with your customer, understanding their needs, and adapting to nurture that bond. In other words, treat your customer like a person and not a persona. What is customer experience management (CXM)? . This term is often used interchangeably with customer experience program.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

DCX

JUNE 16, 2024

Despite economic uncertainty, companies are adopting digital Customer Experience Management (CXM) to gain a competitive edge and enhance customer retention. This webinar is based on Everest Group’s survey of organizations with over $500 million in revenues.

Airlines 52

Airlines Advertising Transportation Entertainment 52

BirdEye

MAY 30, 2023

Find a customer feedback tool that makes it easy for you and your teams to plan your next steps for improving your business and products. Check for analytical capabilities : Not all customer feedback software has analytical capabilities. Paid plans come with added features like analytics.

Tools 92

Tools Feedback Net Promoter Score Social Media 92

SurveySensum

AUGUST 30, 2024

In an industry where trust is paramount and multiple products and channels, providing an exceptional customer experience that establishes trust and creates a seamless experience across all channels is crucial to retaining customers and fostering financial success. Why is CX so Important in Financial Services?

Customer Experience Management 52

Customer Experience Management Financial Self Service Strategy 52

Verint

AUGUST 24, 2017

The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy. Airlines leverage customer experience insight, passenger shopping and buying patterns, customer preferences and travel history, and other data to find actionable insights.

Analytics 34

Analytics Customer Engagement Engagement Airlines 34

inQuba

SEPTEMBER 30, 2022

We’ve seen that understanding and guiding customers’ behaviour can double customer conversion and really improve their experiences.” “Our

Telecommunications 52

Telecommunications Hospitality Financial Customer Journeys 52

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

Thematic

FEBRUARY 19, 2024

Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements. Customer experience presents a lucrative opportunity for those who invest wisely.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements. Customer experience presents a lucrative opportunity for those who invest wisely.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

SurveySensum

NOVEMBER 11, 2021

SurveySensum is an AI-powered end-to-end customer experience management platform that facilitates SMEs and growth-stage businesses to act effectively on your feedback. . When you have too many customer personas and a huge audience pool, you need to manage it. Text Analytics. Text Analytics.

Multi-Channel 52

Multi-Channel Analytics Analysis Touchpoint 52

Thematic

APRIL 3, 2024

By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. This will be accomplished by proactively addressing critical navigation issues identified through user surveys and app analytics. ” 2. The tool itself is definitely user friendly.”

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management Customer relationships 84

eglobalis

JULY 31, 2024

With a unified view, companies can understand customer journeys better, predict future behaviours, and tailor interactions to individual needs, significantly enhancing the overall customer experience. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 344

Customer Experience Social Media Analytics Chatbots 344

SurveySparrow

JULY 27, 2023

It involves utilizing various digital touchpoints such as websites, mobile apps, social media, and online chat to engage with customers in a seamless and meaningful way. By tapping into data and analytics, businesses gain valuable insights into customer preferences, behaviors, and pain points. Please enter a valid Email ID.

Customer Experience 52

Customer Experience Self Service Customer Journeys Social Media 52

SurveySensum

NOVEMBER 1, 2023

Along with survey creation, SurveySensum offers text analytics software with real-time data analysis and automated tagging for better survey analysis. It also comes with custom dashboards that capture and report in real-time data – enabling users to track real-time data. It supports real-time analytics and reporting.

Tools 52

Tools Survey Multi-Channel Analytics 52

SurveySensum

JULY 11, 2023

This is how they boost customer loyalty by creating a sense of value and incentivizing repeat visits. Customer Retention Domino’s is a great example of how customer experience can impact customer retention! They take their customer retention strategy a step further. How do they do it?

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

BirdEye

JUNE 21, 2023

So, a well-executed customer referral program can be a powerful and cost-effective marketing strategy to attract new customers and improve customer retention rates. Customer referrals can also boost your credibility, optimize your sales cycle, and keep high-value customers engaged.

Examples 73

Examples Social Media Travel Software 73

Forcivity Salesforce

APRIL 1, 2022

Customer experience management in financial services is becoming more and more critical to success for the industry. Changing customer expectations and evolving government regulations have triggered a period of transformation for financial service providers. The importance of CX in Financial Services.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

SurveySensum

OCTOBER 17, 2023

Ultimately, all these limitations and issues drove her to seek more customer-friendly financial alternatives, leaving the NBFC with a lost opportunity and a dissatisfied former client.’ Sarah’s disappointing experience is not an isolated episode. Choose a tool that is user-friendly for both your team and your customers.

Feedback 52

Feedback Tools Management Knowledge Base 52

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

eglobalis

JUNE 27, 2024

Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. Organizations such as Google, Netflix, and Spotify excel in leveraging data analytics to enhance user experiences and personalize offerings. Create detailed journey maps that visualize every customer interaction.

Strategy 387

Strategy Customer Experience Net Promoter Score Customer Centricity 387