Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 445

Customer Experience Net Promoter Score Customers Customer Satisfaction 445

InMoment XI

SEPTEMBER 28, 2022

Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., 21st century business is won and lost based on who can deliver the best customer experience.

Customer Experience 558

Customer Experience Customer Journeys Customers Exercises 558

InMoment XI

OCTOBER 21, 2021

Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. Quickly, we were asking ourselves not only about the characteristics of an interaction, but beyond that, what falls under the larger umbrella of customer experience?

Customer Experience 482

Customer Experience Interaction Customers Engagement 482

InMoment XI

MAY 4, 2023

As in previous cycles of historical uncertainty and downturns, these increased headwinds across the globe mean customers and companies are behaving differently. So, how can CX leaders and their teams best navigate customer experience in such challenging times? How can you make better trade-offs using segmentation?

Customer Experience 295

Customer Experience Strategy Customers Customer Journeys 295

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Learn from the Data.

Customer Experience 556

Customer Experience Survey Customers Touchpoint 556

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 208

Customer Experience Customers Customer Experience Management Customer Centricity 208

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort? Let’s find out.

Customer Experience 324

Customer Experience Customers Management Customer Journeys 324

InMoment XI

APRIL 7, 2022

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way. Where the Drive for Data Came From. A Better Approach.

Customer Experience 529

Customer Experience Customers Data Loyalty 529

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Customer Experience 208

Customer Experience Customers Management Customer Experience Management 208

InMoment XI

JANUARY 4, 2022

You’re excited to explore a particular item, but as soon as you click into the brand’s website, a little window pops up asking you what you think of the website experience. What experience?” This little pop-up window is more commonly known in the customer experience (CX) industry as an intercept or digital intercept.

Customer Experience 598

Customer Experience Feedback Customers How To 598

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Smart companies are spotlighting the employee experience, as much if not more, than they are on the customer experience. They have learned that it’s just as important to attract and keep good employees as it is to attract and keep customers.

Customer Experience 314

Customer Experience Customers Customer Service Employee Experience 314

InMoment XI

JUNE 2, 2022

It’s no secret that customer onboarding is one of the most crucial (and oftentimes challenging) stages in a customer’s journey with your brand. These and other variables make a well-designed onboarding experience of utmost importance to organisations and their customer experience (CX) initiatives.

Customer Experience 529

Customer Experience Survey Customers How To 529

InMoment XI

JANUARY 27, 2022

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. This happens because each party, due to their experience, sees the business through a different lens. Balancing Operations and Customer Experience: A Case Study.

Customer Experience 529

Customer Experience Customers Airlines Policies 529

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. In This Article: Why is Sentiment Analysis on Customer Feedback Important?

Customer Experience 208

Customer Experience Feedback Analysis Customers 208

InMoment XI

DECEMBER 27, 2021

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. How to “Slam” In-Person & Digital Customer Experience Assumptions. Let’s get started!

Customer Experience 529

Customer Experience Customers Exercises Customer Expectations 529

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience programme today!

Customer Experience 529

Customer Experience Customers Feedback Customer Centricity 529

InMoment XI

AUGUST 3, 2022

One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen “light” menu that features low calorie salads and sandwiches. But, as the restaurant underwent a massive change, they realized that their current customer experience platform was ineffective.

Customer Experience 529

Customer Experience Customers Guest Experience ROI 529

InMoment XI

DECEMBER 23, 2021

Every holiday season, we at team InMoment like to look back and reflect on what we’ve learned about employee and customer Experience Improvement, and then put those top learnings into a “cheat sheet” of sorts for our readers. So, are you looking for some inspiration to start your experience mindset off on the right foot in 2022?

Customer Experience 529

Customer Experience Customers Feedback Survey 529

Lumoa

APRIL 6, 2023

Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service.

Customer Experience 208

Customer Experience Customers Customer Centricity Customer Journeys 208

Experience Investigators by 360Connext

OCTOBER 4, 2022

Happy Customer Service Week and CX Day, 2022! Customer Service Week is all about Celebrating Service. And we’re celebrating customer experience (CX) on October 4th with CX Day’s theme: CX Drives Success. They go hand-in-hand to provide amazing experiences for customers that lead to better business results.

Customer Experience 357

Customer Experience Customer Service Customers Connections 357

Steve DiGioia

MAY 29, 2023

But does the look of the business matter and can the visual appeal boost the customer experience? Enhancing the Customer Experience Will these items make you spend more money at the restaurant? Will these items enhance the overall experience? This, in turn, can lead to increased customer loyalty and more sales.

Customer Experience 139

Customer Experience Customers Customer Service Sports 139

Lumoa

OCTOBER 20, 2022

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . A Good Customer Experience Builds Customer Advocacy.

Customer Experience 305

Customer Experience Customers Customer Satisfaction Customer Retention 305

IntouchInsight

NOVEMBER 10, 2022

If you’re reading this, we can assume you know the importance of customer experience in driving brand growth and revenue. But today, it's easy to suffer from opportunity overload when deciding how to improve your customer experience programs.

Customer Experience Management 285

Customer Experience Management Customer Experience Customers Management 285

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 Experience 208

Customer Experience Customer Service Customers Touchpoint 208

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. A CX platform combines all of that.

Customer Experience 208

Customer Experience Customers NPS Customer Journeys 208

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service.

Customer Experience 208

Customer Experience B2B Customers Customer Centricity 208

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Customers Net Promoter Score How To 236

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Customer Experience 208

Customer Experience Trends Customers Customer Insights 208

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You started by defining what customer experience success meant to your organization. .

Customer Experience 369

Customer Experience Resources Video Customers 369

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customers were able to pick out their produce again at the grocery store. That’s where customer experience leaders can lean in and really lead in this new year. What expectations can be reset for customers, and how?

Customer Experience 372

Customer Experience Customers Airlines Customer Service Representative 372