Influitive

NOVEMBER 17, 2021

The post Creating Moments that Matter for Customers this Holiday Season appeared first on Influitive. Perhaps it’s because we’re all looking for something to celebrate this year. But regardless of the reason, every retailer on the planet is telling us to buy now, plan ahead and be ready for the 2021 holidays. And […].

2021 52

2021 Retail Customers Customer Engagement 52

InMoment XI

MAY 18, 2022

1: Understand The Moments That Matter. Like we said earlier, an important part of reducing friction is knowing about and understanding the moments that matter to customers. Like we said earlier, an important part of reducing friction is knowing about and understanding the moments that matter to customers.

Customer Journey 529

Customer Journey Touchpoint Customer Retention Banking 529

InMoment XI

DECEMBER 19, 2022

From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? What do expert survey builders know that makes them so successful? Well, they’re always designing with the end in mind. How will I act on this feedback? What will my business gain? Build Better Surveys to Improve Customer Experience .

Touchpoint 493

Touchpoint Feedback Workshop Customer Journey 493

Influitive

JUNE 16, 2017

I walked into an all-day meeting back in February, and on one of the tables I saw a piece of notebook paper with my name and a heart written on it. To the side of the paper was a Starbucks tea (I abhor coffee) and a bottle of water. While it was a small gesture,

Customers 92

Customers Customer Relationships B2B Customer Engagement 92

InMoment XI

DECEMBER 1, 2022

Own the Moments That Matter. At InMoment, we have this saying: “Own the Moments That Matter.” This is fundamental to our mission, because those moments—packed full of emotions , judgements, learnings, and more—shape the world we live in. The Moments That Matter. Well allow us to introduce ourselves!

Return on Investment 493

Return on Investment Automotive ROI Reference 493

ENGAGE.cx

DECEMBER 7, 2015

Most businesses are in desperate search of the moments that drive engagement and advocacy in a customer’s path to purchase. It’s a good idea to identify and define the “Moments that Matter” so that they can be recognized across the company whenever they occur. Use these moments to drive improved customer experience.

Customer Experience 40

Customer Experience Social Media Events Download 40

InMoment XI

MARCH 4, 2022

Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line.

Customer Experience 556

Customer Experience Touchpoint Employee Experience Customers 556

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

There are moments along the way you may be overlooking because that’s how it has always been done, or because it’s simply not a big moment. . This article is sponsored by PayPal. ne·glect /n???lekt/. verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages. Neglect can feel like a harsh word.

Customer Journey 373

Customer Journey Reference Customer Journey Mapping Brands 373

InMoment XI

MARCH 26, 2024

Your Opinion Matters. Positive reviews highlight what you’re doing well while negative reviews help pinpoint areas that need improvement. Why Ask Customers for Reviews? When you deliver experiences that customers love, they won’t hesitate to vouch for you. Reviews support your brand reputation management strategy. Help Us Improve.

Brands 260

Brands Feedback Sales Consumers 260

InMoment XI

MARCH 7, 2023

Which insights/data points matter the most? Why do they matter the most? Welcome back to the XI Café Podcast! A: Marina leads a small team of four diverse humans from vastly different backgrounds—UX/UI design, math, and marketing all combined together to create optimized experiences for NZAA members.

Engagement 260

Engagement Customer Journey Mapping Customer Centricity Metrics 260

Experience Investigators by 360Connext

AUGUST 31, 2021

But one factor that doesn’t get enough attention is the moments that we ask for feedback. Below, we’ll look at seven key moments that might occur in your customer’s journey — and seven feedback questions to ask with each one. Seven Moments, Seven Customer Feedback Questions for Better CX. More referrals?

Feedback 380

Feedback Reference Customers Loyalty 380

InMoment XI

JULY 18, 2022

Another example of how to rally employees around the customer experience is by using a solution like Moments. Moments from InMoment helps you to build a meaningful experience culture and inspire employee advocates for your program. Building employee buy-in comes from rallying around the employees.

Feedback 492

Feedback Culture Customers Customer Experience 492

ShepHyken

FEBRUARY 20, 2024

When customers come to you upset, frustrated, or even angry, they may not be reaching out at the moment the incident that triggered their negative emotions occurred. It’s important to recognize that the moment they start to interact with you is in the middle of their time to happiness. Does the Customer Come Back?

Metrics 150

Metrics Customer Service Workshop Measurement 150

Experience Investigators by 360Connext

APRIL 2, 2024

And why do they matter for customer experience teams? Customer Experience Touchpoints Are More Than Transactional Moments In terms of customer experience, touchpoints are more than just transactional moments. But, what exactly is a touchpoint? What is a Touchpoint? But that’s only scratching the surface. Excellent Yelp reviews?

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

There are several common mistakes that I see CX teams make. And many of these mistakes happen when leaders overlook some of the business foundations that set them up for success. Let’s dig into seven CX program pitfalls so you can avoid them! Or goals are too abstract, like “make every customer experience better than the last.”

Net Promoter Score 248

Net Promoter Score Customer Journey Feedback Metrics 248

Bill Quiseng

OCTOBER 25, 2023

It doesn’t matter if we act it or not. What matters is if our customers believe we are genuine. We need to consistently deliver a “better than the average experience that customers expect” so tediously repetitive that we feel it is boring, but to the customer, at every moment, we are Magnificent! Be GREAT out there!

Customer Service 174

Customer Service Customers Customer Expectations Customer Experience 174

Experience Investigators by 360Connext

APRIL 2, 2024

And why do they matter for customer experience teams? Customer Experience Touchpoints Are More Than Transactional Moments In terms of customer experience, touchpoints are more than just transactional moments. But, what exactly is a touchpoint? What is a Touchpoint? But that’s only scratching the surface. Excellent Yelp reviews?

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Oracle

OCTOBER 1, 2018

I think helping people be the best in the moments that matter, which is our company’s purpose, is very important. Can you tell us a little bit about your role and about Motorola Solutions’ mission? And my role — I have the best job in the company actually. We also support families of fallen first responders.

2018 49

2018 Technology Government Culture 49

InMoment XI

MARCH 14, 2022

Own the Moments That Matter. At InMoment, we have this saying: “Own the Moments That Matter.” This is fundamental to our mission, because those moments—packed full of emotions , judgements, learnings, and more—shape the world we live in. The Moments That Matter. Well allow us to introduce ourselves!

Return on Investment 493

Return on Investment ROI Technology Metrics 493

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. Consumers can quickly become lifetime customers and brand advocates when they have continuous positive experiences with a brand. But, there are more benefits to a well-crafted retail customer experience that go beyond customer loyalty.

Retail 260

Retail Customer Experience Social Media NPS 260

InMoment XI

SEPTEMBER 1, 2022

The fact of the matter is that today’s customers have more options than ever before when it comes to purchasing products and services. The market may be vast, but there is a finite number of potential customers, so making a good lasting impression is key to keeping the customers you have already won, regardless of the industry you’re in.

Customer Retention 260

Customer Retention Telecommunications Customer Journey Mapping Retail 260

ShepHyken

DECEMBER 4, 2023

A hyper-personalized experience is making the customer or guest feel like they are the only one that matters, even if it is only for a brief period of time. A “wow moment” is a surprise and delight moment. This mindset can be applied to every organization in any industry. They can go elsewhere.

Hospitality 101

Hospitality Tourism Guest Experience Books 101

Experience Investigators by 360Connext

MARCH 30, 2021

All day long we’re interacting — with each other, with technology, with devices — and those small moments of interaction actually affect the rest of our day. Do Micromoments Really Matter? The tiny moments are often the most significant. The tiny moments are often the most significant.

2011 251

2011 Customer Journey Mapping 2012 Interaction 251

Experience Investigators by 360Connext

MARCH 3, 2020

Dig into those moments that matter! It highlights the moments that may make or break the journey for your customers. Identifying those great moments that lead to more loyalty , more purchases or more positive word-of-mouth marketing means an opportunity to create more of them! Share what you know, with whomever you can!

Customer Journey Mapping 250

Customer Journey Mapping Customer Journey Innovation Touchpoint 250

Braze

MARCH 25, 2024

To meet the needs of today's consumer, brands need to be able to deliver relevant experiences in the moments that matter, and at scale. That's why Braze prioritizes scalability, reliability, security, and performance, helping marketers build trust and provide exceptional, tailored experiences…

Marketing 64

Marketing 2023 Consumers Brands 64

Experience Investigators by 360Connext

OCTOBER 27, 2020

By setting up a specific, transactional survey to ask for feedback during that process, the retailer could focus on improvements that mattered most to customers. Ask: What are the key moments along the journey where customers want to give us feedback? There are probably key milestones or moments where listening is most important.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

Interactions

APRIL 26, 2024

Below, we look at five ways you can turn customer service interactions into moments that matter, while still gaining the efficiency and benefits of innovative technology. Yet, it’s easy to negatively impact CX with technology solutions that promise good service for lower costs, but end up falling short. It doesn’t have to be this way.

Interaction 62

Interaction Technology Consumers Customer Centricity 62

Experience Investigators by 360Connext

MARCH 2, 2015

Microinteractions - small moments that can have a huge impact on the customer experience. MailChimp never fails to pepper the experience with delightful moments. But I’d like to share with you my favorite moment of all. We preach a lot about considering the customer in the moment. Moments like this create loyalty.

User Experience 261

User Experience Loyalty Customer Engagement Customers 261

ShepHyken

JUNE 13, 2023

We’re going to look at what’s happening right now, at this very moment. It doesn’t matter how long you’ve done business and how perfect the experience has been. The moment there is a negative issue, it becomes judgment day. We must be focused and attentive to what’s happening at that moment.

Management 73

Management Workshop Interaction Customer Service Training 73

Experience Investigators by 360Connext

NOVEMBER 16, 2021

Friends don’t let friends ask questions that don’t matter if they are answered! Acting on feedback can mean sharing it with the right people at the right moment. Create a process to collect and prioritize the random, unstructured feedback customers provide at sometimes the wrong moments. . But that’s exactly what they are.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

PK

MARCH 25, 2020

Life-changing events have a way of creating moments that matter that can bring people together. Facing the moments that matter on a global scale. While the current crisis has forced many of us into isolation, it’s also created opportunities to connect in new and innovative ways.

Connections 52

Connections Retail Healthcare Travel 52

IntouchInsight

MARCH 4, 2019

Journey mapping expert, Jim Tincher, explains how to drive action from journey maps, the importance of involving the entire organization in the process, and how anyone can get started by focusing on the key moments that matter in the customer journey.

Customer Journey 64

Customer Journey Customers 64

Customer Bliss

MARCH 18, 2020

We are united in our humanity and in how we respond in this moment. And, we have a moment here to translate what we know is right into how we practice business right now. People want to know that their lives matter. They matter. Their action reminds us that we are alone, but not alone. Find creative solutions.

Financial 215

Financial Healthcare E-support Hospitality 215

Experience Investigators by 360Connext

DECEMBER 3, 2014

Micro Matters! moments that make a big difference in the customer experience. Don’t stop sharing those moments with us. Our friends and community know about our obsession with microinteractions – those small (sometimes teensy weensy!) It’s an ongoing obsession. We love hearing from you!

Innovation 232

Innovation Customer Service 2014 Social Media 232

Experience Investigators by 360Connext

MAY 20, 2015

You will convince yourself those small, irritating moments in the journey won’t really drive someone away. The smallest moments can matter the most, and yet they’re often overlooked. Customers who are surprised by these small moments tend to share them with others, providing word-of-mouth marketing and advocacy.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

ShepHyken

DECEMBER 6, 2022

The Chief Moment Officer . Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. In that interaction, they become the Chief Moment Officer. Building a Customer-centric Culture From the Frontlines to the C-suite. What is legal? .

Customer Centricity 120

Customer Centricity Culture Leadership Healthcare 120

Heart of the Customer

JANUARY 27, 2022

In every customer journey, there are interactions that matter more than others. Those moments can cause customers to leave you, or lead to stronger engagement, or make customers more expensive to serve. The post Focus on Moments of Truth appeared first on Heart of the Customer.

Customer Journey 78

Customer Journey Interaction Engagement Customer Journey Mapping 78