InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Revamping Customer Insight with InMoment’s Partnership Recognising the importance of customer feedback and the need for an improved insight programme, Metro Bank partnered with InMoment to overhaul its approach.

Customer Centricity 260

Customer Centricity Net Promoter Score Banking 2010 260

customer sure

DECEMBER 6, 2023

Customer experience” is not just a buzzword; it’s a strategic approach to service that considers the customer’s experience at all touchpoints and requires specific tactics and approaches that are designed to maximise the experience in every interaction. constructive feedback that you can use to drive improvements.

2024 62

2024 Customer Experience Social Media Healthcare 62

GetFeedback

JULY 25, 2018

trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. What’s more: since 2010, Accenture data shows the switching economy has increased more than 29%—and only 11% of U.S. Closing the Feedback Loop. Part one: Leverage support feedback.

Omnichannel 150

Omnichannel Net Promoter Score E-support E Commerce 150

ijgolding

FEBRUARY 26, 2019

So with the future health of the business at stake, it’s worth knowing how to keep each customer, and that’s where customer feedback comes in. But there’s a big problem with the way customer feedback and satisfaction surveys have traditionally been done which means they don’t deliver this enormous benefit. Customer feedback is broken.

Feedback 85

Feedback Financial Measurement Customer Satisfaction 85

Hello Customer

JANUARY 6, 2022

In fact, there are numerous touchpoints throughout the buyer’s journey where companies can send out this type of survey. With the publishing of an HBR article titled Stop Trying to Delight Your Customers in 2010, the Customer Effort Score gained traction. It provides you with information on one touchpoint of the customer experience.

Effort Score 98

Effort Score Net Promoter Score Touchpoint Metrics 98

InteractionMetrics

JUNE 19, 2023

When done well, both disciplines use touchpoint maps, observational studies, and scientific methods to identify friction points and opportunities. Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. Test : End where you started: with the consumers.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

Second to None

SEPTEMBER 25, 2018

After decades of accepting this identity as truth, the public had to reassess our relationship with their brand after the infamous oil spill in 2010 was handled improperly.[1] Retaining your desired brand identity requires a diligent approach to self-measurement and an active ear listening to customer feedback. 1] [link]. [2]

Consumers 109

Consumers Brands Social Media 2010 109