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? How Do Customers Become a Local Guide?

Management 260

Management Feedback Information Brands 260

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.

Blog 558

Blog Customer Experience Net Promoter Score Financial 558

InMoment XI

FEBRUARY 8, 2024

This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. The goal is to enhance the customer experience, streamline operations, and achieve cost savings. What is Contact Center Optimization?

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

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.” The beginning of a true CX transformation journey starts with facing the reality that your old ways of approaching experiences might not be the best—and being willing to adapt your approach according to best practice.

Fashion 493

Fashion Government Webinar Measurement 493

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

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.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. However, creating an integrated CX program can make this easier than you might think. What is Integrated Customer Experience (CX)?

NPS 260

NPS Net Promoter Score Effort Score ROI 260

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. Improve customer lifetime value. Reduce customer churn.

Customer Experience 260

Customer Experience Social Media E Commerce Retail 260

InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. And, unfortunately, customer experience programs may fall on the chopping block. In fact, research shows that 30% of businesses reported having budget related issues to their CX programs. Those steps are: Design. Understand.

ROI 557

ROI Customer Experience Webinar Financial 557

InMoment XI

DECEMBER 6, 2021

And when I look back on all that, I couldn’t be more grateful for customer feedback management platforms (also known as CFM platforms). Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. How to Choose a Customer Feedback Management Platform.

Feedback 493

Feedback Management Technology Government 493

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

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. brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor.

Automotive 260

Automotive Management Social Media 2024 260

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. How do I understand the overall experience guests are having with my brand?

Guest Experience 493

Guest Experience Brands Multi-Channel Touchpoint 493

InMoment XI

APRIL 10, 2017

The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes. A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience.

Customer Experience Management 200

Customer Experience Management Customer Experience 2016 Management 200

InMoment XI

APRIL 10, 2017

The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes. A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience.

Customer Experience Management 200

Customer Experience Management Customer Experience 2016 Management 200

InMoment XI

APRIL 7, 2022

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way. Where the Drive for Data Came From. Applying What You’ve Learned.

Connections 529

Connections Customers Insights Loyalty 529

InMoment XI

JULY 4, 2022

And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. The key to facing these challenges is to build an ROI-focused customer experience from the ground up (and not as an afterthought). 1: C-Suite Buy-In.

ROI 493

ROI Return on Investment Social Media Measurement 493

InMoment XI

JUNE 28, 2022

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. Use Case #1: Empowering Employees.

Financial 295

Financial Brands Customer Experience Reference 295

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. What is Customer Experience Transformation? Customer experience transformation goes beyond cosmetic changes and surface-level improvements.

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty.

Loyalty 519

Loyalty Feedback Advertising Customer Relationship Management 519

InMoment XI

AUGUST 3, 2022

One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen “light” menu that features low calorie salads and sandwiches. But, as the restaurant underwent a massive change, they realized that their current customer experience platform was ineffective.

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 529

InMoment XI

JANUARY 13, 2022

As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. 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.

NPS 493

NPS Metrics Feedback Presentation 493

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. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care Document Sports Communication 177

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. No matter the size of your company, setting up your program will take time.

Fashion 493

Fashion Communication Brands Financial 493

InMoment XI

DECEMBER 1, 2022

Curious to know a little more about us and our differentiated Experience Improvement (XI)? But when it comes to your business, there are simply some moments that matter more, to your customer, employees, and beyond. What Is Experience Improvement (XI)? Despite increased investment, experience management programs have plateaued.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

InMoment XI

AUGUST 26, 2014

Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.

Customer Experience Management 200

Customer Experience Management Management Customer Experience Blog 200

InMoment XI

AUGUST 26, 2014

Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.

Customer Experience Management 200

Customer Experience Management Management Customer Experience Blog 200

InMoment XI

AUGUST 26, 2014

Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future.

Customer Experience Management 200

Customer Experience Management Management Customer Experience Blog 200

InMoment XI

MAY 3, 2023

When it comes to starting a customer experience (CX) program, the right vendor (and solution) can make all the difference. Choosing the right vendor for your CX program can be a critical decision, as it can have a significant impact on the outcome of your program. What Is a Full Service CX Solution? Self-Service v.

Customer Experience 260

Customer Experience Reference Technology Brands 260

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

NOVEMBER 9, 2021

Whether your program is just getting started or has stagnated over the years, this post is for you! Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees.

Roadmap 493

Roadmap Customer Experience Customer Retention Download 493

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.

Brands 529

Brands Transportation Events Article 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. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!

ROI 143

ROI CEM Net Promoter Score Customer Experience 143