InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? But it may be easier than you might think.

Brands 378

Brands Management Multi-Channel Social Media 378

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.

Customer Experience 260

Customer Experience Social Media E Commerce Retail 260

InMoment XI

FEBRUARY 6, 2024

According to research: 47% of consumers reach out to brands on social because they have a product or service question. Social media is vital for its ability to connect companies with their target audience, enhance brand visibility, facilitate engagement, and provide valuable data for informed decision-making.

Social Media 260

Social Media Marketing 2023 Advertising 260

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. What is Guest Experience? A positive guest experience involves going beyond basic customer service. Guest experiences impact reputation.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

CSM Magazine

JUNE 27, 2023

Businesses and groups may now use events to interact with their target audience, build brand recognition, and leave a lasting impression. By fostering, an integrated and immersive experience, branding and identity are essential to attaining these goals. After then, think about the emotions and associations you wish to arouse.

Events 52

Events Brands Management Seminar 52

InMoment XI

SEPTEMBER 14, 2023

In the interconnected world of today, reputation management has evolved from a luxury to an absolute necessity. This article delves deep into the critical role that reputation management plays in determining a brand’s success. It’s essential to differentiate between brand image and brand reputation.

Brands 260

Brands Management Social Media Feedback 260

InMoment XI

MARCH 26, 2024

Learning how to ask for a review can do wonders for your brand. Reviews are also an important source of valuable feedback about your products, services, and overall customer experience. When you deliver experiences that customers love, they won’t hesitate to vouch for you. Review requests can activate your brand promoters.

Brands 260

Brands Feedback Sales Consumers 260

InMoment XI

FEBRUARY 12, 2024

Learning how to respond to Google reviews should be part of every company’s brand reputation management strategy. These reviews, which appear on Google Maps and Google Search as well as on your company’s Google Business Profile, give people a way to share their experiences not only with businesses but with fellow consumers, too.

Feedback 260

Feedback Brands Management Consumers 260

InMoment XI

AUGUST 8, 2023

In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. Use these tips to deliver excellent experiences for your customers while demonstrating that their voice is being heard! CX professionals are finding it more challenging than ever to keep program momentum alive. A LOT Shorter.

Net Promoter Score 580

Net Promoter Score Customer Service Representative Feedback Touchpoint 580

InMoment XI

OCTOBER 5, 2022

And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen. Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand. Areas of Staff Motivation to Keep in Mind.

Feedback 493

Feedback Customer Centricity NPS Definition 493

InMoment XI

APRIL 6, 2022

Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. It’s important to point out that the customer journey is different from the customer experience (CX). When a customer is considering, brand recognition is crucial.

Customer Journey 517

Customer Journey Customer Journey Mapping Touchpoint Loyalty 517

InMoment XI

FEBRUARY 14, 2024

However, all your customers want the same thing: to be able to interact with their brand on their terms. In order to do that, you need to work to create an omnichannel customer experience that allows customers to contact you when they want, how they want, and where they want. What is Omnichannel Customer Experience?

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

InMoment XI

SEPTEMBER 21, 2023

Online reputation management is the process of actively monitoring and influencing the way your business is perceived by your customers and the general public. This team should ideally consist of individuals with expertise in social media management, customer service, and public relations. No need to be overwhelmed.

Management 490

Management Social Media Feedback Voice of Customer 490

InMoment XI

JANUARY 23, 2024

The Google Local Guide program features a global community of users that companies can engage with to support their marketing activities, build brand reputation, manage online reviews and ratings, and improve online search visibility and exposure. What is the Google Local Guide Program?

Management 260

Management Feedback Information Brands 260

InMoment XI

MARCH 5, 2024

Normal data analysis won’t be able to tell you about a customer’s feelings related to your brand, and how those feelings will affect their interactions with your brand in the future. Disadvantages of Unstructured Data: Complexity: Unstructured data is inherently complex and challenging to manage, analyze, and interpret.

Customer Experience 260

Customer Experience Social Media Innovation Competitive Advantage 260

InMoment XI

JANUARY 30, 2024

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. Consumers are more likely to become repeat customers if they have great experiences.

Customer Experience Management 295

Customer Experience Management Customer Experience Management Roadmap 295

InMoment XI

APRIL 9, 2024

However, there may be instances where your business must learn how to delete a Facebook Page in order to protect your brand reputation. Change in ownership: A change in ownership or management might prompt the decision to delete the Facebook Page and start fresh under new leadership. Integration with your brand. Go to Settings.

Brands 260

Brands Social Media Feedback Management 260

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. Here Are Your Questions Answered by the VoF Experts: Expert #1: Steve Grossrieder, CEO and Managing Director at JAX Tyres & Auto. Q: ​Your NPS at the franchise level is incredible.

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

InMoment XI

FEBRUARY 5, 2024

This strategy can be used in tandem with your online reputation management strategies. The ratings typically range from one to five stars, with one star indicating a poor experience and five stars representing an excellent one. Businesses can claim their Google My Business listing, which allows them to manage and respond to reviews.

2024 260

2024 Competitive Advantage Consumers Feedback 260

InMoment XI

AUGUST 3, 2022

But, as the restaurant underwent a massive change, they realized that their current customer experience platform was ineffective. Therefore, along with the refreshed brand, came a refreshed customer experience program. However, what this platform did not measure was the customer experience.

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 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 Culture Workshop Omnichannel 529

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

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. Challenge #1: Price Increases. Challenge #2: Efficiencies.

Brands 529

Brands Transportation Events Article 529

Sampson Lee

APRIL 19, 2015

Article Chief Customer Officer Customer Experience Customer Loyalty Digital Marketing Editor''s Pick Think Tank' On a typical summer day in Hong Kong, the weather is hot and humid with lots of sunshine. I take the subway to a business meeting and when I come out of the station, a sudden and heavy rainfall has.

Chief Customer Officer 110

Chief Customer Officer Brands Management Loyalty 110

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

JULY 4, 2022

2022 is being branded as “ The Year of the Squeeze. And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. Customer experience strategist Simon Fraser has developed a list of four tools, tips, and techniques to help do just that!

ROI 493

ROI Return on Investment Social Media Measurement 493

InMoment XI

OCTOBER 12, 2022

With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. Research shows that it takes about 12 positive experiences to make up for one unresolved negative experience. That’s where a closed-loop system comes in! .” Check out these seven tips.

Fashion 493

Fashion Communication Brands Financial 493

Qualtrics

JULY 1, 2021

Asana’s market position in a newly created category requires a greater focus on brand experience. With consumers’ buying choices more diverse than ever, brands need to evolve past traditional marketing tactics to create an effective brand experience (BX) management strategy. Evolving with BX management.

Brands 26

Brands Marketing Management Metrics 26

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

NOVEMBER 7, 2023

personalized, convenient, and fulfilling experiences. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. But now comes the big question: What does it take for customer experience teams to build loyalty and retention?

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271