InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty.

Social Media 260

Social Media Marketing Advertising Feedback 260

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Long-term actions are based on the analytics results of customer feedback. Depending on the organization impacted, this can include (for instance) some of the following items: Fixes to the existing product (e.g.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

InMoment XI

MARCH 21, 2022

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. Many CX leaders in this space find it challenging to stitch together holistic customer feedback in one place, and know how to take action from it. Solve the Challenge: Text Analytics to the Rescue.

Brands 529

Brands Roadmap Strategy Social Media 529

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

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. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

FEBRUARY 14, 2024

This approach ensures that customers can interact with a business or brand consistently regardless of whether they are using a website, a mobile app, social media, a physical store, or any other channel. Whether a customer interacts via a website, mobile app, social media, or in-person, the experience remains consistent and interconnected.

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

InMoment XI

NOVEMBER 28, 2023

This process also often involves investing in review management services or deploying online reputation management software to track what customers are saying about your business on various review platforms and social media sites. of customers read reviews when looking for products and services online.

Management 346

Management Marketing Social Media Guidelines 346

Lumoa

JANUARY 8, 2024

To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions. This ensures no valuable insight slips through the cracks, whether it’s social media comments, email feedback, or survey responses.

Analysis 394

Analysis Software Comparison Social Media 394

InMoment XI

FEBRUARY 9, 2024

It’s driven, in part, by product innovation. Let’s take a closer look at how integrated CX platforms, and AI-powered tools in general, enable automotive brands to deliver intelligent, bespoke experiences that successfully attract, convert, and retain customers. The automotive industry is in the midst of a huge transformation.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

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. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. Worldwide Furniture Retailer Redefines Comfort through Integrated CX One of the biggest companies in the furniture space is pioneering a future where relaxation meets technology.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

SEPTEMBER 13, 2022

When they come into a Foot Locker store, log onto the app, or peruse the website, these modern athletes are looking to “talk shop” on the latest trends and products, and ultimately to take part in a more human and memorable experience beyond basic transactions. Innovation Tip #2: Integrate Flexible Innovation.

Innovation 493

Innovation Sports Tips Video 493

InMoment XI

JULY 12, 2023

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. Next, there is the consideration stage, which is how a customer is researching businesses like yours and trying to decide what product or service will work best for them.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Wrapping Up.

Analytics 493

Analytics Data Customer Experience Social Media 493

InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.

Retail 260

Retail Customer Experience Effort Score Social Media 260

InMoment XI

JANUARY 2, 2023

Customers have unprecedented access to information about products and services. As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage. When you start your CX efforts, you need to consider how to measure it. The Three Most Popular CX Metrics.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

InMoment XI

MAY 31, 2022

As customers go through the various stages in the sales funnel, they cross departments from marketing to sales to product to customer success and customer service. How and when does your customer interact with your brand, your product, your team? To get a pulse across your entire customer base, consider tracking core CX metrics.

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

InMoment XI

APRIL 6, 2022

If your products or services aren’t performing well, it might not be because of the product itself. It’s important to point out that the customer journey is different from the customer experience (CX). During this stage, your customer will be considering using your product or service.

Customer Journeys 517

Customer Journeys Touchpoint Loyalty Customers 517

Lumoa

MARCH 12, 2023

Ask most business leaders and they’ll tell you customer experience (CX) is essential. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. The purpose of a CX platform is to create a big-picture, comprehensive view of the customer journey. High costs.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s more than a product or even an experience—it’s an identity. Brands like Nike, Tiffany & Co.,

Brands 493

Brands Loyalty Retail Competitive Advantage 493

Lumoa

NOVEMBER 21, 2023

When it comes to increasing profitability and retaining a loyal customer base, the ability to smartly source, analyze, and use customer feedback data to enhance services and products makes all the difference. With such tools, they can focus on selected products or choose specific demographics for the survey.

Analysis 208

Analysis Feedback Social Media Chatbots 208

InMoment XI

MARCH 1, 2023

By prioritising customer interests and designing products and services that meet their needs, firms can create more positive and beneficial experiences for customers. They must also ensure that their products and services meet the needs of their customers. What Is Consumer Duty? This can lead to cost savings and improved profitability.

Financial 260

Financial Consumers Customer Centricity Meeting 260

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful.

Survey 345

Survey Social Media Contact Center Call Recording 345

Lumoa

OCTOBER 20, 2022

It means that in order to stay ahead, they need to focus on delivering not just a good product or service, but a great customer experience as well. A Good CX Shows What Your Brand Is About. An excellent way to do this is through using survey analytics and social media reviews. What does this mean for companies?

Customer Experience 305

Customer Experience Banking Customer Retention Customer Satisfaction 305

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. CX is a multi-layered concept, and to truly understand customer experience at scale, you need to have a good understanding of customer experience KPIs and metrics.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

Lumoa

AUGUST 23, 2021

What we’ve learned about CX during COVID-19 can be summarized as follows: The ability to build—and maintain—connection is even more of a hot commodity, so it’s more important than ever for your teams to be empathetic and transparent. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Lumoa

JANUARY 19, 2023

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. What’s more, it will help you build a link between your CX team goals and the broader company goals. Current State & Future state from cx-journey.com 3.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. Take, for instance, a brand that consistently delivers quality products, and excellent service, and values its customers.

Connections 111

Connections Customer Experience Social Media Analysis 111

Lumoa

SEPTEMBER 8, 2021

To keep pace and make sure your products deliver value, you need to be continually listening for customer input. The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings. ” He is right.

Customer Experience Management 208

Customer Experience Management CEM Customer Experience Management 208

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Wrapping Up.

Analytics 295

Analytics Data Customer Experience Social Media 295

Lumoa

JANUARY 31, 2023

Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? Many businesses are participating in the customer experience race: “whose cx is the latest and the greatest”. You’ll never have a product or price advantage again.

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Brands 221

Brands Social Media Roadmap Contact Center 221

Comm100

DECEMBER 12, 2023

This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. Be it through social media, live chat, email, or SMS, the transition should be fluid and consistent. The traditional reactive model of customer service is evolving.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

GetFeedback

JANUARY 19, 2020

As you might expect, customer listening–often called a Voice of the Customer (VoC) program –is an essential practice for any CX program. In CustomerThink’s research, around 90% of CX initiatives use surveys. . Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Third-party market research.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. . That said, there are a huge number of factors that influence the customer experience or CX of your financial institutions.

Banking 236

Banking Customer Experience Self Service Financial 236

Lumoa

FEBRUARY 28, 2023

They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. It’s the surest way to build a better product. Or, you can improve your onboarding experience, but if your marketing copy makes false claims about what your product can do, you’re in trouble.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Social Media 190

Social Media Roadmap Contact Center Analytics 190