InMoment XI

APRIL 3, 2024

The digital customer experience has become an essential part of the way that consumers navigate the marketplace. They don’t view a transaction as an online experience, a mobile app experience, or a customer service experience, they view it as one continuous experience that they had.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Optimove

DECEMBER 14, 2023

What it means for consumers : Consumers can expect a greater influx of dynamic and visually appealing content, enhancing their online experiences.  What it means for marketers: Adapting strategies to resonate with diverse demographics, including content localization and cultural sensitivity. 

Trends 119

Trends Marketing Video Consumers 119

Comm100

MARCH 2, 2022

For example, using Amazon for its convenient one-click checkout feature creates an experience of what easy looks and feels like, becoming a kind of de facto standard that customers could use, whether subconsciously or entirely consciously, as a gauge during their online experience with your organization.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Lumoa

APRIL 3, 2018

Keep in mind that NPS only becomes a truly valuable metric, if its “why”-question is properly collected, analysed and heard. The “why”-question is the golden source for your customer experience management. “ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience.

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337

Experience Investigators by 360Connext

FEBRUARY 9, 2015

The right way to track customer metrics can vary from company to company. Invite your least tech-savvy customers to speak with your digital marketing department at the kick-off meeting for the online experience redesign. Blog Culture Customer Experience Featured customer service leadership linkedin strategy'

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Jignesh Thakkar (@socialjignesh) September 22, 2020. .

Customer Success 59

Customer Success Conference Tips Metrics 59

Hero Digital

NOVEMBER 26, 2018

Artificial intelligence (AI) in pop culture often imagines a futuristic world in which every car is self-driving and every home has a robot butler. Now the company is scaling beyond the online experience to integrate Alexa searches and Amazon Go store purchases to track customer shopping trends and offer products across channels.

Strategy 46

Strategy Data Multi-Channel Roadmap 46