InMoment XI

NOVEMBER 23, 2021

Here are three elements for luxury retail brands’ to consider when closing the gap and delivering that premium level customer journey ! Element #3: Keep Your Brand on Point to Tell a Consistent Story. Your digital and physical customer journeys must not only match in quality, but in branding as well.

Retail 397

Retail Customer Journeys Touchpoint Brands 397

InMoment XI

DECEMBER 6, 2024

Here are some of the main challenges of customer experience management outsourcing: Loss of Brand Voice : Outsourcing can sometimes lead to inconsistencies in how your brand communicates with customers, which might impact customer trust. Of course, there is a gray area between the two categories.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

InMoment XI

NOVEMBER 18, 2021

The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them. Today’s discussion covers three factors brands should be aware of as they consider supply chain issues within the context of customer experience (CX). How Your Brand Can Respond. Factor #2: Logistics.

Customer Experience 362

Customer Experience Guidelines Course Brands 362

InMoment XI

JANUARY 22, 2025

Were talking the good, the bad, and the ugly hereto keep a brands reputation intact, every review must be evaluated, understood, and (if possible) responded to. Without making an effort to streamline review management across multiple locations, brands risk significant reputational harm, which can hamper or even stall growth.

Management 195

Management Multi-Channel Effort Score Social Media 195

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand. Leave me a voicemail here and I can help you on an upcoming episode. Customers need service.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

CX Accelerator

DECEMBER 22, 2022

CX Accelerator is here to provide mentorship, open doors to new possibilities, and forge meaningful connections that span the course of a career. I'm thrilled to announce our brand new team of Executive Advisors for CX Accelerator! So how are we going to do this bigger and better in 2023? Chief Engagement Advisor: Jeremy Watkin.

Brands 36

Brands Leadership Customer Experience Professionals Course 36

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the current era of disruption is changing everything about all our relationships. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

Experience Investigators by 360Connext

APRIL 14, 2020

Consider how you can use a journey map to understand how your customers experience your brand: To find points of friction for your customers so that you can reduce the effort for them. What are her concerns beyond your brand? Are there user forums or online communities where they gather, with or without your brand?

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

InMoment XI

JULY 12, 2022

There’s no one specific type of information, insight, or data that supports frontline employees across all industries, but there are several high-level principles that brands can bear in mind when determining what those employees need to know. This strengthens brand connection and creates a customer-centric culture. The Next Step.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

InMoment XI

DECEMBER 13, 2022

Failure demand is problematic for brands as it means the customer experience is not optimized and the customer cannot get the service where and when they want it—not to mention, there’s a cost to the organization to service this additional demand. Of course, it’s also a poor experience for the customer. Wrapping Up.

ROI 370

ROI Call Center Return on Investment Measurement 370

InMoment XI

DECEMBER 21, 2021

More than commitment to the company or the brand, more than commitment to productivity or innovation or even the organization itself, we are talking about commitment to the customer. Ideally, you want every employee to be not just a brand champion, but an advocate for the value provided by the organization.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

Experience Investigators by 360Connext

NOVEMBER 17, 2020

” Of course, I was proud of my kids for being polite. While it’s great to send personal notes, of course, it’s possible to get creative. Of course there are times like a first purchase or a renewal. What about when they complete a training process or post about your brand on social media?

How To 372

How To Airlines Social Media Tips 372

InMoment XI

JANUARY 6, 2022

Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives. . At the same time, though, brands need to be mindful that behavioral reporting can be skewed. If your brand is in a good place right now (i.e.,

Rewards Programs 370

Rewards Programs eBook Report Feedback 370

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. In this stage, you have the opportunity to set up a strong foundation for your program; a strategy that aligns with the overall business values, financial objectives, and brand promises.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

BlueOcean

OCTOBER 21, 2024

You have to assume that if that customer had a positive experience – both with your product/service and with your customer service team – they would have continued to buy from you and recommend your brand to others. Of course, the effects of a customer loss can extend far beyond those that are simple to quantify.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

InMoment XI

FEBRUARY 28, 2022

Whereas the directive approach we talked about earlier is great for brands whose regional operations are more or less the same, the consensus-based style is ideal for organizations whose regional teams work in much more varied conditions. Making group decisions is also, of course, more difficult with an approach this decentralized.

Government 418

Government Customer Experience Infographics Groups 418

InMoment XI

FEBRUARY 1, 2022

Even worse, it can even cause over-surveyed customers to have a negative perception of your brand. . Branded chatbots are also growing in popularity. When you consider these two elements, it becomes clear that today’s brands need to start thinking outside of the survey box and start utilizing alternative feedback methods.

Survey 396

Survey Customer Experience Social Media Data 396

Experience Matters

DECEMBER 18, 2018

This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! We have some amazing people across Qualtrics who regularly help organizations master all aspects of XM: Customer Experience (CX), Employee Experience (EX), Brand Experience (BX), and Product Experience (PX).

Trends 260

Trends Exercises Employee Experience Course 260

InMoment XI

MARCH 14, 2025

Improving customer satisfaction is the secret sauce behind a successful business: call center performance can have a massive impact on how customers feel about your brand. And of course your call center may prioritize something completely different. Create a course or module? Do you send an email? Post to your knowledge base?

Average Handle Time 195

Average Handle Time Effort Score Abandon Rate Wait Times 195

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 314

B2B Customer Journeys How To Effort Score 314

Experience Investigators by 360Connext

JANUARY 14, 2020

They must decide what learning path is meaningful for them, even before they learn anything from that course. I would challenge the teachers and content creators among us to consider emotion in their course descriptions, course content and follow-up communications for learners. Customers also make decisions based on emotions.

Course 244

Course Training Technology Brands 244

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

Comm100

FEBRUARY 11, 2025

Students are expected to navigate a maze of applications, financial aid paperwork, course registration, and support servicesoften with minimal guidance and maximum red tape. Course Registration & Support: The Hunger Games of Scheduling Lets face it: very few of us went through a smooth course registration process.

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

rethinkCX

MARCH 4, 2025

Customer experience (CX) isnt just a buzzwordits the battlefield where brands win or lose loyalty. These arent just stories of good servicetheyre blueprints of brilliance, showing how listening, adapting, and delivering can redefine a brand. Lets see how these four brands play the game. What separates the great from the good?

Case Study 52

Case Study Study Brands Customer Experience 52

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. Digital experience trends are the new road maps of modern day business. Are you still using a paper map to direct you when you’re driving to work?

Trends 397

Trends How To Social Media Survey 397

Experience Investigators by 360Connext

JANUARY 7, 2025

A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation. Of course, these wont happen overnight. A strong customer experience strategy enables you to create a truly customer-centric brand.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Touchpoints are where your customers interact with your brand. View the Course on LinkedIn Learning I hope you check it out!

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Zeisler Consulting

OCTOBER 29, 2024

They’re an interesting bunch, and considering that, as I like to say, Marketing and CX share two sides of the same coin—that being the Brand Promise—I’ve had many conversations as our work compliments each other. Marketing is all about building a Brand; at least in theory. You , in Customer Experience, do the Brand Delivery.”

Course 93

Course Advertising Brands Marketing 93

C3Centricity

OCTOBER 22, 2020

Both of these trends have been further exacerbated by the pandemic of course. Retailers need it to deliver products of course, but we all seem to have become data mad! According to MarketingCharts.com, shoppers now believe that their data benefits companies and brands more than it does themselves. I don’t even think so.

Retail 357

Retail Advertising Course Survey 357

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your customers are experiencing your brand and their journey with your brand whether you invest in the experience or not. If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . Customer experience is happening whether you invest in it or not. That’s right. Crazy, right? .

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. Your brand can take these lessons into the next year to drive more growth and success for your experience program. Of course, there will be many more opportunities to learn more in the new year!

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

The brands that do pay attention to the details of the experience they deliver are the ones who disrupt markets, gain more customers through referrals and word-of-mouth marketing, and keep their customers happier, for longer. Your customer has expectations from your brand throughout their journey.

Customer Journeys 373

Customer Journeys Brands Customers Customer Experience 373

InMoment XI

FEBRUARY 12, 2025

Over 75% of customers trust online reviews if they’re positive, they’re more than likely to improve potential customers’ perception of your brand and increase traffic to your physical locations. Of course, this is contingent on how you handle the reviews.

Tips 221

Tips Feedback Retail Social Media 221

C3Centricity

APRIL 23, 2024

Of course, this figure varies by industry, with retail, e-commerce, and consumer goods companies often seeing higher returns thanks to direct purchase links in their emails. By creating valuable content that resonates with their target audience, brands can foster engagement, build community, and drive conversions without hefty ad spending.

ROI 296

ROI Marketing Social Media How To 296

GetFeedback

JUNE 22, 2019

73% of customers want brands to make the shopping experience more personal. Of course, the purpose of your survey is mainly to gather quantitative data about your Detractors, Passives, and Promoters. Your NPS survey question should be written in character with your brand. And there are some very good reasons for doing this.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

InMoment XI

NOVEMBER 25, 2021

The most common use case for predictive models in CX and EX tends to be employee or customer churn, which means customers or employees are intending to leave your brand. Of course businesses are motivated to retain their customers and employees, as it takes time and money to replace both customers and talent.

eBook 370

eBook Case Study Exercises Customer Retention 370