InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 260

Net Promoter Score Retail NPS Government 260

InMoment XI

FEBRUARY 7, 2024

The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 260

Hotels Guest Experience Travel 2024 260

Maru Group

NOVEMBER 16, 2022

We spoke to 1,000 nationally representative UK consumers to better understand how companies and brands can best respond and connect with consumers in times of financial stress. This proposed how brands can connect with customers in a way that validates their uncertainty and supports them through this challenging time.

Consumers 76

Consumers Brands Financial 2022 76

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. Recognizing this, top brands and businesses are integrating review management into their marketing strategies. When customers do hear back, perceptions of your brand immediately improve.

Management 346

Management Marketing Social Media Feedback 346

BirdEye

MAY 15, 2023

Are you looking to build a successful brand? If so, then developing a strong brand strategy is essential. A well-crafted brand strategy can help your business stand out from the competition, allowing it to reach its full potential. Table of contents What is brand strategy?

Brands 98

Brands Social Media Communication Consumers 98

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Social Media Feedback Loyalty 52

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

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. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ERDM

SEPTEMBER 25, 2017

When brands merge are they diluting the brand message and connection with consumers? With so many mergers and acquisitions recently, you have to wonder what it means for brands and their connection with consumers. Brands] have to demonstrate value to the consumer. But will they?

Connections 40

Connections Consumers Brands Financial 40

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

delighted

JUNE 3, 2021

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. Omnichannel retail not only implies a brand’s presence in multiple channels (e.g.

Omnichannel 100

Omnichannel Retail Consumers 2021 100

Oracle

MARCH 30, 2020

According to cognitive psychologist Jerome Bruner and as reported by Forbes , information presented in a story is 22 times more memorable than facts alone. Many brands are incorporating storytelling into their customer experience as a way to reach consumers in creative and compelling ways, and boost customer engagement.

Brands 99

Brands Social Media Travel Sports 99

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Top 10 Takeaways from the Calabrio Customer Connect. Choosing only ten takeaways from this year’s Calabrio Customer Connect was challenging, but we have narrowed it down to these key moments: 1.

Connections 59

Connections Contact Center 2030 Events 59

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. It’s not just about the product or service; it’s about every interaction and touchpoint a customer has with a brand.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Kustomer

JULY 18, 2022

With 72% of consumers expecting their problems to be solved instantly upon contacting customer service, you need a CRM that can keep pace with increasingly complex consumer preferences. Eighty-one percent of consumers under the age of 35 have used chatbots and we anticipate that number to continue rising.

Connections 98

Connections Multi-Channel Social Media Measurement 98

ShepHyken

APRIL 30, 2024

They are just presented in a way that simplifies the concepts for the reader. For example, 94% of the more than 1,000 consumers we surveyed said convenience is important, 87% of customers will recommend a convenient company or brand, and 70% will pay more for convenience. Connect with Shep on LinkedIn.

2009 91

2009 Entertainment Sports Workshop 91

Oracle

SEPTEMBER 4, 2019

With data and tech improvements in all industries, consumers are — rightfully — expecting more and more from the companies they buy from. Oracle research shows that 86% of consumers will pay more for a better customer experience. Omnichannel strategies are key to a connected customer experience.

Connections 71

Connections Customer Experience B2C 2018 71

NetBase

JUNE 1, 2020

SMWONE was an entirely online event this year and NetBase Quid was an eager participant in a good number of panels, sharing consumer and market intelligence insight. Because as we all know, the social web has opened up the world to brands – or at least to those ready to participate in it!

Consumers 64

Consumers Marketing Social Media Events 64

Alida

MARCH 27, 2018

The action-packed, half-day meetup explored how leading brands in Asia are building emotion-rich brand experiences, while improving customer lifetime value and market share through customer relationships. “Informed decisions are driven by connecting the hard data and the soft data. From big data to insight.

Brands 124

Brands Hotels Rewards Programs Insurance 124

Second to None

OCTOBER 23, 2018

1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants. Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey.

Brands 74

Brands Measurement Magazine Customer Centricity 74

NetBase

APRIL 27, 2020

In present culture, the meme reflects current news, changing moods of the people, as well as trends. And companies paying attention to this have a real opportunity to connect with their audience more than ever. And now brands everywhere are recognizing the power of using them to connect on a deeper level with their audience.

Culture 63

Culture Consumers Social Media Entertainment 63

Optimove

OCTOBER 24, 2019

How to create the perfect alignment between the brand, the customer, and your technology? Recap: Optimove Connect 2018. Recap: Optimove Connect 2017. Recap: Optimove Connect 2017. > Recap: Optimove Connect 2016. > Recap: Optimove Connect 2016. Recap: The First Optimove Connect (2015).

Presentation 53

Presentation 2015 2017 2018 53

2020 Research

AUGUST 29, 2022

Rob Berger, Executive Vice President of Global Quantitative Research, and Tom Doulos, Vice President of Client Service Operations at Schlesinger Group, presented a webinar Aug. 11, 2022, on how to build successful brand communities at scale. This can be done through a branded insight community (IC).

Brands 52

Brands Banking Webinar Insights 52

CSM Magazine

OCTOBER 18, 2022

There is nothing better, nor harder to do than to attract new customers to your brand. For that reason, you must make sure that your company is continually welcoming to potential consumers and clients. Choosing a Good Name for Your Brand Is Important. This implies that all businesses must work very hard to draw in leads.

Brands 52

Brands Financial Social Media Consumers 52

ENGAGE.cx

AUGUST 11, 2015

Consumer’s needs for convenience and personalized connection have become top priorities in an increasingly digital, mobile and social purchasing world. Brands must fully understand their customer journeys: What drives your customers to your stores? How can you capitalize on the money your consumers spend on each visit?

Presentation 70

Presentation Customer Experience Social Media Events 70

Comm100

FEBRUARY 19, 2021

Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting yet far-reaching flurry of complaints. . Empathy creates a personalized and emotional connection. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.

Customer Experience 133

Customer Experience 2013 2020 Consumers 133

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Customers are connected.

Consumers 96

Consumers Technology Blog Chief Customer Officer 96

Integrity Solutions

APRIL 19, 2024

Additionally, McKinsey notes that more than three-fourths (76%) of consumers get frustrated when their buying experiences aren’t personalized. According to Gartner , customer experience “drives more than two-thirds of customer loyalty” when compared to brand preference or price consideration.

Sales 107

Sales Loyalty White Paper Contact Center 107

Lithium

JUNE 17, 2021

As community managers (CMs) on the Khoros Strategic Services team, our job is to help brands create meaningful connections and trusted communities for their customers. Suffice to say, when we invest so much in creating connections for others, it can be difficult to invest in our own relationships with our personal communities.

Connections 52

Connections Management Brands Events 52

NetBase

NOVEMBER 15, 2019

Consumers are a fickle bunch, with audiences falling in and out of love with brands every minute. So, brand influencers who are genuinely skilled at capturing – and keeping – consumer trust are a rare commodity. And how to find more influencers like them online to connect with before your competitors do!

Consumers 40

Consumers Brands 2019 Marketing 40

NetBase

NOVEMBER 15, 2019

Consumers are a fickle bunch, with audiences falling in and out of love with brands every minute. So, brand influencers who are genuinely skilled at capturing – and keeping – consumer trust are a rare commodity. And how to find more influencers like them online to connect with before your competitors do!

Consumers 40

Consumers Brands 2019 Marketing 40

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance. FAQs How do we define customer experience?

Engagement 136

Engagement Employee Experience 2009 Loyalty 136

ShepHyken

MARCH 18, 2024

by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. They no longer compare you to direct competition but to the best experience they have from any company or brand. And beyond loyalty is a brand fan. Connect with Shep on LinkedIn.

2024 79

2024 Article Customer Service Government 79

TechSee

OCTOBER 9, 2018

Millennial consumer attributes. According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 connected devices and use 3.3 They also value brand engagement over social networks as well. She’s a Millennial.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Hallmark Business Connections

OCTOBER 27, 2020

Facebook’s dating app, co-working spaces, adult dormitories and friendship apps are all positioned as ways for people to create meaningful offline connections. Brands should take their customers’ loneliness as a rallying cry to step up and step into roles that bring more human interaction and caring into the world.

Airlines 98

Airlines Telecommunications Social Media Connections 98

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Shep Hyken, Chief Amazement Officer at Shepard Presentations. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Optimove

SEPTEMBER 28, 2022

Despite the roaring success of the retail app, 50% of consumers still prefer to shop in a physical store, over 70% favor a combination of in-store and online, and almost 60% combine the in-store experience with the retailer’s mobile app. Connect Directly with your Customers in Real-Time. Make your brand memorable! Bottom line?

Retail 52

Retail Brands Marketing Sports 52