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.
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?
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Experience Investigators by 360Connext
JANUARY 9, 2024
Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business’s success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. Let’s talk!
InMoment XI
APRIL 5, 2024
Creating and executing the perfect survey that avoids obtaining misleading feedback can be tricky business. It doesn’t matter if it’s intentional or accidental—if humans are inaccurately reporting on their experiences, this false information can negatively affect the data gathered from your survey. What is Response Bias?
Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate
Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business.
InMoment XI
OCTOBER 4, 2023
Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.
InMoment XI
MARCH 6, 2024
The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.
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The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. When executed properly, a Voice of the Customer program will give you real-time insight into your customers’ experiences.
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Customer experience is a powerful differentiator. Done well, it will not only increase customer satisfaction and drive loyalty, but can also provide a real competitive advantage. In our latest whitepaper, we look at 5 tactics that will help you get the most out of your customer experience program.
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The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Have the drivers of customer experience changed?
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For many employees, Customer Experience is just a number. This type of thinking contributes to a pervasive frustration with Customer Experience (CX), and in particular, Voice of the Customer (VOC) programs. and more specifically VOC feedback, an embedded part of your company’s DNA.
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CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Have the drivers of customer experience changed? Download this eBook and discover how to adjust to get more from your customer feedback right now!
Forrester reports that closing the loop with customers — communicating with them about their feedback — is the most important thing businesses can do to improve customer relations. And yet, 61% don't have a formal process for closing the loop.
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While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.
Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders
This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. How to set and manage CX expectations.
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