InMoment XI

JANUARY 19, 2024

Successful businesses utilize prescriptive analytics to aid in data-driven decisions that will improve their bottom line. Your business can use analytics to drive success and improve customer experiences. These tools allow your business to digest analytical insights in the way that makes the most sense for your company.

Events 260

Events E Commerce Retail Insights 260

InMoment XI

NOVEMBER 15, 2023

Customer experience analytics is the practice that empowers businesses to do just that. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice. What is Customer Experience Analytics?

Insights 324

Insights E Commerce Customer Experience E-support 324

Experience Investigators by 360Connext

OCTOBER 17, 2023

There’s some common agreement now in the world of business. Customer experience (CX) has become a critical factor in the success of businesses worldwide. Customer experience (CX) has become a critical factor in the success of businesses worldwide. The one thing they all have in common? What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

InMoment XI

JANUARY 2, 2023

Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. More purchases and renewals.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

InMoment XI

FEBRUARY 6, 2024

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. Moreover, businesses that effectively harness unstructured data may gain a competitive advantage.

Social Media 260

Social Media Marketing 2023 Advertising 260

InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. As such, a digital experience is a powerful tool for shaping essential interactions. What Is Digital Experience? Let’s get into the details.

Customer Expectations 260

Customer Expectations 2024 Touchpoint Omnichannel 260

InMoment XI

OCTOBER 31, 2023

This multifaceted approach is essential for meeting the ever-evolving needs and expectations of today’s customers. In essence, call centers bridge the gap between a business and its customers. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.

Call Center 260

Call Center Management Exceptional Customer Service Customer Satisfaction 260

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Metrics 260

Metrics Net Promoter Score Measurement Customer Experience 260

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

And many of these mistakes happen when leaders overlook some of the business foundations that set them up for success. Over time, your goals can grow, and ideally drive the right outcomes for your business goals. There is a lot of area to cover when designing better customer experiences. We all have to start somewhere!

Net Promoter Score 248

Net Promoter Score Customer Journey Feedback Metrics 248

InMoment XI

FEBRUARY 2, 2024

The platform also has a growing App Directory that lets companies connect existing marketing, content, and other business systems to Hootsuite. Outside of online review websites (like Yelp, Google, and Tripadvisor), consumers turn to social media platforms to learn more about businesses. What is Hootsuite?

Social Media 295

Social Media Brands Management Metrics 295

InMoment XI

FEBRUARY 29, 2024

In order to capitalize on this, your business needs to be actively working on your local SEO. Local search engine optimization (SEO) is an effective strategy for driving traffic and revenue to businesses of all sizes, not just smaller local businesses. Did you know that 46% of all internet searches have local intent?

Events 260

Events Social Media Management 2024 260

InMoment XI

JANUARY 10, 2024

In an omnichannel contact center, customers can interact with a business through channels such as phone calls, emails, chat, social media, and more. As a matter of fact, the first employed call center agents date back to the 1950s. But, these agents only made and received phone calls. However, even these are quickly becoming obsolete.

Contact Center 260

Contact Center Omnichannel Customer Satisfaction Retail 260

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management. What is Brand Reputation Management?

Brands 378

Brands Management Multi-Channel Social Media 378

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Customer experience management, if done properly, will result in better business KPIs, incl. Many businesses are participating in the customer experience race: “whose cx is the latest and the greatest”.

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. How do you take action on customer experience?

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Lumoa

JANUARY 15, 2024

Ultimately, the aim is to enhance the customer experience (CX), answer queries offer additional support, and guide them through their journey towards making a purchasing decision. Similarly, AI-powered chatbots mean businesses can offer 24/7 support. They should be able to answer simple questions and guide customers to products.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Second, and most important, customer service surveys offer a wealth of data and endless benefits for businesses.

Customer Service 139

Customer Service Net Promoter Score Customer Service Representative NPS 139

Magellan Solutions

APRIL 25, 2024

As your business grows, integrating technology to automate processes becomes essential. By delegating tech support services to outsourcing partners, your business can save costs in areas that would otherwise require internal resources and expenditures. Outsourcing technical support is a significant business venture for SMEs.

Average Handle Time 52

Average Handle Time Customer Satisfaction Measurement Call Center 52

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t. It’s also highly actionable.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

Retently

MARCH 5, 2024

This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image. This small act can transform a casual customer into a loyal advocate, amplifying the positive perception of your business.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Win the Customer

SEPTEMBER 11, 2023

This is where CX metrics for success come into play. The Essence of CX Metrics for Success Defining Success in Customer Experience Before delving into specific metrics, it’s crucial to understand what success means in the realm of customer experience. Essential CX Metrics for Success 1.

Metrics 59

Metrics Customer Experience Net Promoter Score Touchpoint 59

Retently

FEBRUARY 9, 2024

What questions do you include to not only garner responses but also drive your business forward? Our guide walks you through crafting a compelling questionnaire with 35 essential questions you can use immediately. Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g.,

Feedback 113

Feedback Net Promoter Score Customer Satisfaction Loyalty 113

Interactions

APRIL 16, 2024

Mastering Customer Satisfaction: The Essential 3-Step Process Step 1: Define Your Goals Before even looking at what features are offered, it’s important to clearly define specific customer experience goals for your company. How Can the Bar be Raised to Surpass Customer Expectations? What’s an IVA?

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

BirdEye

MARCH 27, 2024

Twitter (currently X) metrics help businesses understand how to improve their platform presence and grow stronger. Among these metrics, Twitter impressions stand out as crucial. This metric is fundamental to every tweet’s performance and plays a vital role in deciding your content’s impact on the platform.

Engagement 64

Engagement Social Media Metrics Measurement 64

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

Magellan Solutions

DECEMBER 13, 2023

Our commitment to excellence, guided by CEO Frederick Chua, sets the foundation for lasting client success. Magellan Solutions is known as a leader in the business process outsourcing (BPO) industry for its innovative approach and forward-thinking mindset. Client satisfaction is our guiding metric at Magellan.

Net Promoter Score 52

Net Promoter Score Measurement Metrics Innovation 52

Magellan Solutions

DECEMBER 13, 2023

Our commitment to excellence, guided by CEO Frederick Chua, sets the foundation for lasting client success. Magellan Solutions is known as a leader in the business process outsourcing (BPO) industry for its innovative approach and forward-thinking mindset. Client satisfaction is our guiding metric at Magellan.

Net Promoter Score 52

Net Promoter Score Measurement Metrics Innovation 52

Experience Investigators by 360Connext

AUGUST 22, 2023

This information is essential; however, as every customer experience (CX) leader has faced: data is just a starting point. Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Magellan Solutions

AUGUST 10, 2023

When it comes to building a strong social media presence, it’s essential to have a solid digital marketing strategy. Consistency in scheduling and posting high-quality content that will hook your target audience is essential. Also, check out how it can help businesses manage their social channels to thrive in digital marketing.

Social Media 98

Social Media Advertising Metrics Insights 98

BirdEye

MARCH 4, 2024

When done correctly, drip marketing allows you to guide recipients through a story specific to your products or services. Have you ever heard of the “Rule of Seven?” It’s a theory that a consumer must be exposed to a brand or product seven times before purchasing. Today’s marketers understand this well.

Marketing 111

Marketing Multi-Channel Events Demo 111

Retently

MARCH 26, 2024

Whether you need more affordable pricing, specialized features, or differing levels of complexity, our guide dives into the top survey solutions vying for your attention. It’s about selecting a platform that can grow with your business, adapt to changing needs, and continue to deliver value in the long term. Why Look Beyond Qualtrics?

2024 78

2024 Multi-Channel NPS Feedback 78

SurveySparrow

JULY 13, 2023

In the rapidly evolving business landscape of the 21st century, the customer’s voice is louder and more influential than ever. With such changes, it is crucial for businesses to understand customers deeply, gauge their sentiment, and exceed expectations.

Metrics 52

Metrics Net Promoter Score Customer Journey Mapping Effort Score 52

Lumoa

JANUARY 24, 2024

Whatever shape the feedback takes, it contains valuable information that can be used to improve your business’ performance. Whatever shape the feedback takes, it contains valuable information that can be used to improve your business’ performance. Customer satisfaction drives key metrics like your Net Promoter Score (NPS).

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

TechSee

FEBRUARY 7, 2023

Many wonder how AI will impact their business, team, or operations. Early chatbots were extremely limited, serving primarily as another way to interface with user guides and help center content. The technology industry is abuzz with the latest breakthroughs in artificial intelligence.

Innovation 124

Innovation Call Center Contact Center Average Handle Time 124

Thematic

APRIL 17, 2024

We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. By understanding their needs and pain points, you can proactively craft experiences that drive more revenue, build loyalty, and give your business a competitive edge.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. By understanding their needs and pain points, you can proactively craft experiences that drive more revenue, build loyalty, and give your business a competitive edge.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62