InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. This 360-degree understanding enables organizations to identify critical moments of truth that significantly impact customer satisfaction and customer loyalty.

Analytics 488

Analytics Customer Insights Data Social Media 488

InMoment XI

JULY 5, 2022

To do this, you need to have a guest experience solution that allows you to listen to customer feedback on any and every possible channel, including: Review sites Social media In-App feedback Third-party delivery reviews Direct survey feedback Microsurvey feedback Employee feedback Call center data Video feedback And more!

Guest Experience 493

Guest Experience Brands eBook Multi-Channel 493

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. It’s an opportunity that your company can capitalize on today. Improve customer lifetime value.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

InMoment XI

APRIL 24, 2024

They are more than call centers, in addition to handling incoming and outgoing calls, they often manage SMS, email, live chat, and even social media messaging. Expand Your Contact Center Strategy If you operate a contact center, chances are you’re collecting data from various channels like calls, chats, social media, and surveys.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

InMoment XI

MARCH 6, 2024

With the right approach and unwavering commitment, companies can foster a customer experience culture and deepen their relationships with customers, leading to increased loyalty, advocacy, and business success. Treating customers right, on the other hand, drives loyalty, strengthens your brand reputation, and engenders positive word of mouth.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Experience Investigators by 360Connext

JUNE 22, 2015

Social media as a customer service channel is now a given. 67% of consumers have used a company’s social media site for servicing, according to J.D. Share innovation as it happens. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them.

Social Media 110

Social Media Engagement Video Innovation 110

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. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 260

Automotive Management Social Media Feedback 260

InMoment XI

JULY 12, 2023

It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations. A well-designed CX strategy can be the main aspect that helps you attract and retain your customer base, so you don’t want to leave anything up to change.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. Brands that master the art of personalization significantly enhance loyalty and a competitive edge.

Hospitality 260

Hospitality Call Center Retail NPS 260

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Embracing Technology: A Gateway to Innovation 1. It involves providing a consistent and integrated experience across various channels – be it in-store, online, social media, or mobile.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

SurveySensum

FEBRUARY 1, 2024

But the real magic happens when we turn this product feedback into practical steps for innovation. How Customer Feedback Helps in Product Innovation Customer feedback means everything customers share after using a product or service. This article shares five easy ways to do just that.

Innovation 52

Innovation Feedback Multi-Channel Social Media 52

NetBase

NOVEMBER 19, 2018

When you look at what social media has become, it’s amazing to think less than ten years ago we were merely on the brink of its potential. Social media, and the ways we analyze and use it, continues to grow rapidly, and that won’t change in the coming year. Social Media’s Favorite #Foodporn for Thanksgiving.

Social Media 83

Social Media Marketing Conference Analytics 83

InMoment XI

FEBRUARY 9, 2024

It’s driven, in part, by product innovation. Integrated CX platforms, powered by AI, pull customer signals from various sources, such as purchase history, past engagements, surveys, ratings and reviews, and social media interactions. Optimized experiences foster loyalty and repeat business.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

CX University

APRIL 16, 2024

The Rise of the Conscious Consumer In today’s competitive business landscape, customer loyalty has become a critical factor for success. As consumers become increasingly discerning, the alignment between a company’s values and the personal values of its customers has emerged as a significant driver of loyalty.

Loyalty 52

Loyalty Brands Social Media Consumers 52

SurveySensum

JANUARY 16, 2024

In this article, we’ll share with you the importance of customer feedback for product development and business innovation. The Importance of Customer Feedback for Product Development and Business Innovation First things first, what is customer feedback? That results in customer support and loyalty—A win-win for both parties!

Innovation 52

Innovation Feedback Social Media Analysis 52

SurveySensum

JANUARY 16, 2024

In this article, we’ll share with you the importance of customer feedback for product development and business innovation. The Importance of Customer Feedback for Product Development and Business Innovation First things first, what is customer feedback? That results in customer support and loyalty—A win-win for both parties!

Innovation 52

Innovation Feedback Social Media Analysis 52

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. So, it begs the question: Do traditional surveys have a place in a modern world dominated by social media?

Social Media 59

Social Media Chief Customer Officer Survey Lifetime Customer 59

Steve DiGioia

MAY 1, 2023

This may mean finding innovative ways to deliver great service without incurring excessive costs or cutting back on other areas of the business to fund the service provision. To cultivate customer loyalty, businesses should focus on creating a comprehensive and holistic experience that goes beyond just good service.

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

InMoment XI

JANUARY 22, 2024

By integrating customer signals from a multitude of sources, such as surveys, reviews, social media interactions, and transactional data, we’re now provided with a 360-degree view of the customer. This level of personalization not only enhances customer satisfaction but can also significantly boost engagement and loyalty.

Banking 260

Banking Financial Social Media Chatbots 260

InMoment XI

NOVEMBER 20, 2023

By processing vast amounts of unstructured data, such as social media interactions and customer reviews, AI extracts valuable information that can be used to tailor products, services, and marketing campaigns to meet the evolving needs of the customer base.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Experience Investigators by 360Connext

DECEMBER 3, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Innovation 232

Innovation Customer Service Social Media Consulting 232

InMoment XI

DECEMBER 15, 2022

Today’s customers aren’t going to be wooed by you just having digital options—they want you to supply truly innovative digital experiences. Whether it be directly to you (via surveys) or indirectly (through review sites, social media, and the like), your customers are creating signals throughout their journey.

Trends 529

Trends How To Social Media Survey 529

CSM Magazine

SEPTEMBER 8, 2023

In this rapidly evolving landscape, businesses must adopt advanced and innovative strategies to not only capture the attention of customers but also foster enduring loyalty. Gamified Loyalty Programs The world loves games, and e-commerce is no exception. Gamification is like the sprinkle of excitement atop the cake of shopping.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

Horizon CX

FEBRUARY 29, 2024

In the realm of customer experience (CX), contact centers, and customer service, the way businesses interact with their customers can make all the difference in building long-lasting relationships and fostering loyalty. Reduced Customer Loyalty: Customers are more likely to remain loyal to businesses that make them feel valued and respected.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Horizon CX

DECEMBER 1, 2023

let’s explore a couple of real-world examples that illustrate the crucial link between CX and strategic goals: Amazon: Customer-Centric Innovation for Market Leadership Alignment with Strategic Goals: Amazon’s relentless focus on customer experience is tightly aligned with its strategic goals.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

SmartMessage Blog

JULY 20, 2023

Building customer loyalty is essential for growth. What Is Customer Loyalty and Why Is It Important? Customer loyalty means a consistent and positive emotional bond between a consumer and a particular brand, company, or product. Customer loyalty definition centers on the bond between a brand and its customers.

Loyalty 52

Loyalty Management Loyalty Programs Competitive Advantage 52

Second to None

JUNE 7, 2018

Social media can serve as a foundational tool to establishing your organization’s online reputation, because it is a direct form of communication with your consumers. The second interaction on social media that can impact your brand perception is with new consumers. 1,2,3,4 [link].

Social Media 59

Social Media Voice of Customer Brands Advertising 59

ECXO

APRIL 10, 2024

This could involve innovative approaches to product design, unique marketing strategies, or exceptional customer service that exceeds customer expectations. In customer experience, a ‘quantum leap’ could refer to a sudden, dramatic improvement in customer satisfaction or loyalty due to changes in business strategies or practices.

Connections 111

Connections Customer Experience Social Media Analysis 111

SmartMessage Blog

JULY 13, 2023

Building customer loyalty is essential for growth. What Is Customer Loyalty and Why Is It Important? Customer loyalty means a consistent and positive emotional bond between a consumer and a particular brand, company, or product. Customer loyalty definition centers on the bond between a brand and its customers.

Loyalty 40

Loyalty Management Loyalty Programs Competitive Advantage 40

Experience Investigators by 360Connext

FEBRUARY 18, 2015

We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation? Let us know in the comments below!

Innovation 110

Innovation Feedback Automotive Social Media 110

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. To learn more about why your customer service staff should engage with customers via social media, check out the following piece written by Ashley Cooksley, for AdWeek.

Social Media 69

Social Media Chatbots Customer Service Brands 69

Experience Investigators by 360Connext

FEBRUARY 23, 2015

Customers have a new voice in innovation. I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. It’s encouraging to see such innovation and consideration for customers from such an established and important industry.

Innovation 110

Innovation Consumers Social Media Feedback 110

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. 92% of customers feel a poor service experience decreases their loyalty. 92% of customers feel a poor service experience decreases their loyalty. Monitor and respond to social media complaints – and provide effective resolution.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Michelle is an advocate for expanding ideation and innovation to your entire organization.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CSM Magazine

APRIL 25, 2024

With the advent of digital technology and social media, customer expectations are higher than ever. Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Tailoring experiences based on this data can significantly enhance customer satisfaction and loyalty.

Social Media 52

Social Media Customer Journeys Multi-Channel Touchpoint 52

Bill Quiseng

MAY 10, 2023

CONSISTENCY Customer loyalty is not one BIG WOW delivered to a customer. Relationships build loyalty. Loyalty builds your business. And when you CARE, each customer is WOWED and happy, intent on returning again and again, raving to others on social media. Trust builds loyalty. Loyalty builds your business.

Customer Service 78

Customer Service Social Media Loyalty Customers 78