InMoment XI

APRIL 28, 2022

This goal is especially important within the context of experience programs, especially if you want to achieve real Experience Improvement (XI) for your customers, employees, and overall marketplace. Audience segments aren’t the only experience program element that market experience and market research can dramatically broaden.

Marketing 493

Marketing Social Media Trends Groups 493

InMoment XI

OCTOBER 11, 2021

A successful employee experience (EX) program, then, must be at the top of your priority chain—and a successful EX program is one that allows employees to remain anonymous. Anonymity in your EX program primarily means ensuring that when employees are asked for feedback in any given manner, their identities are completely secure.

Employee Experience 493

Employee Experience Feedback ROI Culture 493

InMoment XI

NOVEMBER 8, 2023

In recent years, the implementation of a Voice of Customer (VoC) program has emerged as an essential tool for reducing compliance risk, improving customer experiences , and addressing several regulatory requirements. A VoC program, along with closed-loop feedback activities, plays a pivotal role in meeting the obligations under RG 271.

Voice of Customer 260

Voice of Customer Financial Customer Centricity Guidelines 260

InMoment XI

JANUARY 6, 2022

Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives. . This lens is fundamental to any rewards program because it challenges you to consider which behaviors you’re trying to change.

Rewards Programs 493

Rewards Programs eBook Report Feedback 493

InMoment XI

JULY 5, 2022

With a proactive guest experience program that allows them to gather the valuable guest feedback and then take the necessary action they need to attract new diners, satisfy regulars, and turn those potentially negative experiences into positive ones. So how can they stop those reviews before they’re even posted?

Guest Experience 493

Guest Experience Brands eBook Multi-Channel 493

InMoment XI

MAY 3, 2022

And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers. For insurance CX programs, listening to the v oice of customer shouldn’t mean collecting as much data as possible. Instead, the goal should be to collect the data that matters.

Insurance 493

Insurance Tips Data Return on Investment 493

InMoment XI

OCTOBER 28, 2021

Check out Eric’s recent webinar “ CX Transformation: The Key to a Truly Valuable CX Program” here and learn how to organize, action plan, and manage your portfolio for success! Want to learn more about how you can put in place foundational tools that facilitate CX transformation?

CRM 493

CRM Airlines Government ROI 493

InMoment XI

JANUARY 18, 2023

The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Voice of Customer 493

Voice of Customer Consulting Video Innovation 493

IntouchInsight

AUGUST 14, 2023

Loyalty programs can take many forms. From a punch-card style program where customers eventually get an item after a certain number of purchases to subscription-based models where members get exclusive perks. But across each model, the consistent theme is additional value for customers.

Loyalty Programs 290

Loyalty Programs Loyalty Report Customers 290

Experience Investigators by 360Connext

MARCH 12, 2024

Ever found yourself excited about a loyalty program only to be let down by the redemption process? You’re not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience. Don’t miss the next episode!

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. What was its purpose?

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

InMoment XI

AUGUST 3, 2022

Therefore, along with the refreshed brand, came a refreshed customer experience program. Here are the 4 ways they refreshed a stale customer experience program: Going from Measuring to Improving Getting the Right Insights to the Right People Turning Intelligence into Action Proving ROI Using Purpose-Driven Results.

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 529

InMoment XI

DECEMBER 1, 2021

It’s easy to confuse loyalty marketing programs with customer experience (CX) programs; both seek to drive positive customer relationships and retention. The Difference Between Loyalty Marketing Programs and Customer Experience. The thing is, loyalty programs almost always ask for customers to share that data.

Loyalty 260

Loyalty Marketing Loyalty Programs Customer relationships 260

Experience Investigators by 360Connext

NOVEMBER 16, 2021

Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. How can you set up your organization for success when it comes to feedback programs? They want action.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

InMoment XI

DECEMBER 6, 2022

Earlier this year, InMoment hosted an XI Forum with two incredible speakers—both of whom run experience programs for franchisees. A: We win back customers by training staff (in person) that it is okay to own up to errors and to make them right, running our case management program.

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

InMoment XI

OCTOBER 18, 2022

A great deal of customers and the brands that serve them are facing unprecedented uncertainties; understanding them is key to organizational success, delivering Experience Improvement (XI), and ensuring that your customer experience (CX) program is operating optimally. All of these obstacles affect both customers and brands to some extent.

Brands 529

Brands Transportation Wait Times Course 529

InMoment XI

JANUARY 13, 2022

Here are the three steps Chevron Federal Credit Union took to reinvigorate its customer experience (CX) program: Step #1: Streamline Surveys to Align CX Objectives Across the Business. Instead of sending surveys irregularly without a clear plan, Chevron Federal Credit Union began to streamline its surveys for a more integrated approach.

Case Study 493

Case Study NPS Survey Analytics 493

BlueOcean

FEBRUARY 14, 2024

Line up the senior resources who will pay attention to the program on both sides of the equation. Implementing a customer success program means bringing on an outsourced team of Customer Success Advocates (CSAs), Customer Success Managers (CSMs), and Customer Success Specialists (CSSs). That’s their business after all. It’s possible.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

GetFeedback

MAY 13, 2020

The CX charter is a concise document that defines roles, responsibilities, timelines, and outcomes for your cross-functional CX program.

How To 459

How To 459

ShepHyken

FEBRUARY 5, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer’s purchasing decision? You spend a dollar and earn a point.

Loyalty Programs 85

Loyalty Programs Loyalty Fashion Financial 85

InMoment XI

FEBRUARY 28, 2023

Desmond has over a decade of experience in this field, and in his current role, he has spearheaded and launched the VoC program at SRO. Desmond will talk about the SRO journey of launching a new VoC program, gaining support from leadership, and some of the early success stories the team has seen. Welcome back to the XI Café Podcast!

Leadership 260

Leadership Innovation Customer Experience Management Industry 260

InMoment XI

JANUARY 4, 2023

The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Engagement 439

Engagement Customer Engagement Video Innovation 439

InMoment XI

MARCH 3, 2022

Here’s a difficult truth you may be facing: “my customer experience (CX) program is just not moving the needle.” Truth #1: Stagnant Programs Are Only Measuring and Managing Experiences. More often than not, the reason your program may not be impacting your bottom line is because you’re not actually improving experiences.

Fashion 493

Fashion Government Measurement Voice of Customer 493

GetFeedback

AUGUST 3, 2022

Learn more about GetFeedback's newest product feature, Program Accelerator.

195

195

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

Customer Care 177

Customer Care How To Sports Case Study 177

Experience Investigators by 360Connext

JANUARY 18, 2022

Your organization will benefit more from committing to an ongoing, organization-wide CX education program, maybe working with your Learning and Development (L&D) team. 5 Things to Consider when Developing Your Customer Experience Employee Education Program. Let’s consider a different approach.

How To 378

How To Customer Journeys Culture Training 378

BlueOcean

DECEMBER 13, 2022

loyalty programs on average. If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. Gas, grocery, fashion, technology… and probably more.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Experience Matters

NOVEMBER 6, 2017

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. Despite these benefits, few organizations have actually built a strong metrics program. In this report, we provide a blueprint that organizations can follow to create an actionable CX metrics program.

Metrics 368

Metrics Report Groups Measurement 368

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. What is a customer experience (CX) program? Launching a customer experience program – What do you hope to achieve? Push for change actively.

Brands 223

Brands Customer Experience Customer Journeys Net Promoter Score 223

BirdEye

MAY 24, 2023

If you’re looking to implement a referral program for your business, you need some creative inspiration and brilliant customer referral program ideas. You also need to know what goes into an effective referral program as well as how to ensure it gets out to the right people. Table of contents Do referral programs work?

Social Media 98

Social Media Sports Sales Guidelines 98