InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever, too. Revolutionary even.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

InMoment XI

APRIL 6, 2022

Instead, there could be a problem with the customer journey. Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. And it’s because of this fact that improving your customer journey is vital to overall business success.

Customer Journeys 517

Customer Journeys Touchpoint Loyalty Customers 517

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. There is no doubt the experience employees have, how engaged they are, and how well prepared they are has a direct impact on customer experience. This is misguided.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

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.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

Experience Investigators by 360Connext

FEBRUARY 9, 2018

No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey.

Touchpoint 207

Touchpoint Customer Journeys ROI Customers 207

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

DECEMBER 7, 2022

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Customer experience often relates to the long-term relationship between customers and the companies they do business with. But are there some moments that matter more than others in the overall customer experience?

Analysis 493

Analysis Customer Experience Call Center Experience Call Center 493

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. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

InMoment XI

JUNE 27, 2023

These days, understanding your customers isn’t a “nice thing to do”; it’s an absolute necessity. To truly understand your customers, you need to spend some quality time listening to them and understanding the voice of the customer. What Is a Voice of the Customer Survey?

Survey 390

Survey Customer Satisfaction Touchpoint Feedback 390

delighted

NOVEMBER 30, 2021

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. .

Touchpoint 85

Touchpoint Customer Journeys Net Promoter Score Effort Score 85

Feedbackly

OCTOBER 12, 2023

The importance of optimizing touchpoints in a customer journey needs no special introduction. As conjunctions of contact between the customer and brand, touchpoints play a major role in the quality of the overall customer experience. But, some touchpoints are more influential and pivotal than others.

Touchpoint 52

Touchpoint Customer Journeys How To Social Media 52

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

Experience Investigators by 360Connext

FEBRUARY 4, 2019

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. When asked, ‘how does a prospect or customer interact with your brand?’ ’ a brand team might list something like the following. customer service calls. Facebook branded page.

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

Experience Investigators by 360Connext

FEBRUARY 4, 2019

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. When asked, ‘how does a prospect or customer interact with your brand?’ ’ a brand team might list something like the following. customer service calls. Facebook branded page.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

Blueshift

FEBRUARY 28, 2022

The modern customer is more attracted to a brand that understands their needs, appeals to them on a personal level, and delivers high-quality experiences. Even though product and price continue to be important buying factors, in order to engage with customers, brands should also focus on delivering great experiences.

Touchpoint 52

Touchpoint Brands Customer Experience Engagement 52

InMoment XI

DECEMBER 19, 2022

From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? To understand your customers and to get the most out of what they’re telling you, your survey design strategy needs to be spot on. Build Better Surveys to Improve Customer Experience . How will I act on this feedback?

Survey 493

Survey Customer Journeys How To Touchpoint 493

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Analytics 488

Analytics Customer Insights Data Social Media 488

InMoment XI

OCTOBER 14, 2021

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping. Understanding which touchpoints your audience uses and why they may or may not be functioning well is key to optimizing program investment.

Customer Journeys 485

Customer Journeys Touchpoint Employee Experience Customers 485

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor. .

Automotive 260

Automotive Management Social Media Feedback 260

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

Hello Customer

NOVEMBER 17, 2020

Keeping your customers happy and satisfied is the first step to keeping your customers. Unfortunately, gathering real customer feedback in real-time can be a real pain—for both you and them. the easiest means of obtaining feedback is customer touchpoint surveys. Customer branding.

Touchpoint 98

Touchpoint Feedback Survey ROI 98

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 142

Net Promoter Score Consulting NPS Customer Success 142

ModSquad

JUNE 25, 2019

Customer touchpoints are the points of contact between your brand and your customers. They occur throughout the various stages in the customer journey. Many businesses overlook the power of customer touchpoints. This means that each individual touchpoint must be: Meaningful to the customer.

Touchpoint 74

Touchpoint How To Customer Journeys Exercises 74

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. But WHY is customer experience so important?

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Retently

OCTOBER 1, 2018

Research from Vision Critical shows that the total annual cost of unhappy customers for businesses can go up to $537 trillion. What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question.

Customer Journeys 93

Customer Journeys Touchpoint Social Media How To 93

CSM Magazine

MARCH 26, 2024

Brand identity is fundamental to success, representing how consumers perceive and experience a company. Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity.

Contact Center 52

Contact Center Brands Social Media Call Center 52

Feedbackly

MAY 5, 2023

Brand loyalty is how a business shines in the market while spending less on marketing. It is a mark of exceptional products and customer service offered by a brand. And let’s not forget that it’s costlier to attract a new customer than retain an existing one. Great customer experiences make customers feel special.

Loyalty 52

Loyalty Brands Customer Experience Social Media 52

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

Experience Investigators by 360Connext

NOVEMBER 12, 2014

The North Face asked customers to walk their talk recently in Korea. In this viral video, customers who identified as those who seek adventure were given a choice. And it’s a great way to help customers identify with your products and experience. These customers had, after all, self identified as adventure seekers.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment.

Consumers 64

Consumers Survey Brands Marketing 64

Hello Customer

NOVEMBER 17, 2020

Keeping your customers happy and satisfied is the first step to keeping your customers. Unfortunately, gathering real customer feedback in real-time can be a real pain—for both you and them. the easiest means of obtaining feedback is customer touchpoint surveys. Customer branding.

Touchpoint 52

Touchpoint Feedback Survey ROI 52

PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Field Services: customers interact with a company in their home.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91