InMoment XI

MAY 3, 2024

At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. Store Purchase Data: Insights from in-store transactions, helping to understand customer preferences and behaviour.

Retail 260

Retail Return on Investment ROI Analysis 260

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. Loyal customers are also more likely to recommend the business to others.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

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. When customers associate high-frequency emotions with a brand, they are more likely to have a positive experience and vice versa.

Connections 109

Connections Customer Experience Social Media Analysis 109

InMoment XI

FEBRUARY 14, 2024

However, all your customers want the same thing: to be able to interact with their brand on their terms. Omnichannel customer experience refers to providing a seamless and integrated experience for customers across multiple channels or touchpoints. What is Omnichannel Customer Experience?

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. What type of medium is used.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

InMoment XI

AUGUST 8, 2023

You can start your journey to beating survey fatigue with shortening surveys further by removing surplus demographic or operational data that could be sourced from your CRM or data lake (e.g. Case management programs—also known as closed loop feedback (CLF) programs—enable trained staff to connect with customers one on one.

Survey 580

Survey Net Promoter Score Customer Service Representative Tips 580

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. Instead, your brand needs to have incredibly intentional customer experience management techniques in place. How exactly do you do this? This is called the customer journey.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Just one of several sessions on maximizing Optimove.

Connections 64

Connections CRM Conference Touchpoint 64

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. Guest experience differentiates your brand. Guest experience management drives data-driven decision-making.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Feedbackly

JUNE 3, 2024

If brands need to step up their game in serving their customers better, they need to look at ways to connect with their clientele at a deeper and more meaningful level. Using the data gathered, you can curate an experience that motivates customers to spend more.

Brands 52

Brands Strategy Marketing Connections 52

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. If you have customers, then they’re having an experience with your brand, your products, and at every step in their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics? A classic example comes from Amazon.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

CustomerSuccessBox

JULY 22, 2022

You risk going from hero to zero very rapidly unless the consumer is the primary emphasis at every touchpoint. The phrase “ customer touchpoints ” goes beyond being a trendy phrase. What are Customer Touchpoints? These instances have a big impact on brand impression and customer experience.

Touchpoint 52

Touchpoint Self Service How To Customer Journeys 52

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Though on the surface this sounds plausible, and even rather convincing, a thorough examination of how employee satisfaction and engagement link to customer behavior will yield only a tenuous, assumptive and anecdotal connection. This is advanced EX, some might even say it is revolutionary!

Company 529

Company B2C Employee Experience Culture 529

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be. So why should you care?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

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

FEBRUARY 7, 2024

Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. This is where integrated CX comes into play. Hotel customers are no exception.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

InMoment XI

JANUARY 10, 2023

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. This role determines the best way to collect, analyze, and act on voice of customer data at key touchpoints across the customer journey. . Let’s find out.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. This is the quality that draws people to your brand.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Locking your data behind closed doors. Your CSS team is going to thrive on data – let them in.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. Moreover, they become your ultimate cheerleaders, spreading the good word about your brand to everyone they know. Let’s find out!

Retail 52

Retail Loyalty Connections Loyalty Programs 52

SmartMessage Blog

NOVEMBER 3, 2023

Customer Data Platforms: A Data-driven Approach to Strengthen Your Marketing Strategies In today’s fast-paced digital landscape, businesses are constantly seeking innovative ways to stay ahead of the competition and connect with their target audience effectively. What is a Customer Data Platform?

Data 52

Data Strategy Marketing Advertising 52

SmartMessage Blog

NOVEMBER 3, 2023

In today’s fast-paced digital landscape, businesses are constantly seeking innovative ways to stay ahead of the competition and connect with their target audience effectively. In the ever-evolving realm of marketing, a true game-changer has emerged – the Customer Data Platform (CDP). What is a Customer Data Platform?

Data 52

Data Strategy Marketing Advertising 52

SurveySensum

FEBRUARY 21, 2024

While AI offers unparalleled efficiency and scalability in handling customer inquiries and providing support, there’s a critical aspect that often gets overlooked— the human connection. Additionally, 62% of customers are more likely to switch brands if they feel treated like a number rather than an individual.

Connections 52

Connections Strategy e-support Chatbots 52

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Generative AI specifically can empower every representative to craft personalized messages that match the brand tone and style. Generative AI makes data analysis and research effortless, given its ability to process our questions (known as prompts) and deliver text, image, or video outputs.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

Lumoa

JUNE 26, 2023

Nike, another well-known retail brand, achieved higher annual revenue by investing in multiple channels. Omnichannel marketing customer experience is a strategy that integrates all marketing touchpoints – both offline and online – to create a seamless customer journey. Net Promoter Score – NPS 2.

Omni-Channel 208

Omni-Channel Customer Experience Net Promoter Score Effort Score 208

CSM Magazine

FEBRUARY 29, 2024

Collect customer data: Collect data on your customers such as their purchase history, preferences, and behavior across different channels. This will enable you to provide a seamless experience across all touchpoints. This will increase the likelihood of customers making a purchase and returning to your brand.

Omni-Channel 52

Omni-Channel Connections Loyalty Programs Chatbots 52

InMoment XI

JANUARY 20, 2024

Retailers have no shortage of data, but they often struggle to make sense of disparate sets – much less identify ways to leverage that data to optimize the customer experience. AI has the ability to analyze and interpret these vast, disjointed data sets. Retail is one industry that’s experiencing major disruption.

Retail 260

Retail Customer Experience Social Media Chatbots 260

InMoment XI

FEBRUARY 24, 2022

To help your brand along, here are three essential tips to close the gap between the C-Suite and CX teams. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? And eventually, how those metrics directly inform the important touchpoints in that journey.

Tips 493

Tips ROI Metrics Touchpoint 493

Lumoa

JANUARY 27, 2023

A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales. A customer experience audit evaluates the customer’s experience while engaging with a business or a brand. After all, happy customers are not only loyal but will become valuable ambassadors for your brand.

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. Locking your data behind closed doors. Your CSS team is going to thrive on data – let them in.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

SurveySparrow

AUGUST 28, 2023

Have you ever wondered what makes some businesses effortlessly stand out, captivating their customers at every touchpoint, while others struggle to keep up? At its core, a frictionless customer experience refers to the seamless, hassle-free interactions a customer has with a brand throughout their journey.

Connections 52

Connections Customer Experience Multi-Channel Social Media 52

SurveySensum

FEBRUARY 7, 2024

In a world flooded with information and shrinking attention spans, grabbing your audience’s attention requires more than just catchy intros—it demands building a deep emotional connection. Motista reveals a significant trend: a remarkable 71% of individuals recommend a brand influenced by the emotions it triggers in them.

Connections 52

Connections Social Media Survey Feedback 52

BlueOcean

NOVEMBER 29, 2023

When your customer first interacts with our customer care team, we want them to fall in love with your brand or remember why they loved your brand in the first place. We want to deliver an experience that makes them feel heard, deliver the resolution they need, and inspire long-term brand loyalty. (If

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Comm100

MAY 7, 2024

Efficient customer service requires prompt responses, whether from AI chatbots offering instant answers or live agents with quick access to customer data. Enhancing customer experience : Streamlined customer support provides consistent, high-quality support across all touchpoints, whether through chat, email, or social media.

Customer Service 188

Customer Service Strategy Self Service How To 188

Lumoa

FEBRUARY 2, 2023

According to research, 95% of consumers believe customer experience is the key to brand loyalty. The customer experience (CX) is a customer’s impression of an organization or brand based on their interactions with you. A bad CX can motivate customers to abandon the brand altogether. Customer experience is the line.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236