InMoment XI

APRIL 18, 2022

With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? And, there are definite connections, or links, to how the rate of employee resignations can, and does, impact customer experiences and perceptions of value. What Causes Employee Turnover?

Article 558

Article Employee Experience Culture Connections 558

InMoment XI

MARCH 6, 2024

In the spirit of helping teams adopt an integrated CX approach, we gathered some of the best quotes on customer experience: what it means, how rewarding it can be for brands, what it involves, and how to plan strategically. Make a customer, not a sale.” It’s also about the way you treat your customers.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

JANUARY 20, 2024

What’s more, they expect a brand to keep pace as their needs and preferences evolve over time. Descriptive Insights : These insights paint a picture of how a customer has engaged with a brand in the past. They’re engaging with brands via mobile browser, apps, messaging channels, and social media – just to mention a few.

Retail 260

Retail Customer Experience Social Media Magazine 260

CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Calls relate predominantly to general customer service and early arrears enquiries.

E Commerce 52

E Commerce Connections 2011 E-support 52

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

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

Customer Bliss

AUGUST 29, 2017

Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. A YouTube on Hallmark Business Connections.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

InMoment XI

NOVEMBER 28, 2023

Recognizing this, top brands and businesses are integrating review management into their marketing strategies. Not only does review management help safeguard and enhance a company’s brand reputation; but it can also improve search engine visibility and cultivate brand trust among existing and potential customers.

Management 346

Management Marketing Social Media Feedback 346

InMoment XI

FEBRUARY 24, 2022

To help your brand along, here are three essential tips to close the gap between the C-Suite and CX teams. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? When you’re presenting a business case, the goal shouldn’t be complexity. Tip #1: Break Down Metrics.

Metrics 493

Metrics ROI Presentation Webinar 493

Second to None

SEPTEMBER 25, 2018

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries.

Consumers 109

Consumers Brands Social Media 2010 109

Second to None

MARCH 2, 2021

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. It’s your personality, values, and attitude that fuels your brand’s perception out in the world. Let’s first define brand experience. Brand Experience vs. Customer Experience. Social media

Consumers 109

Consumers Brands Social Media Loyalty 109

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections 2008 Loyalty Events 80

Lithium

JULY 31, 2023

Extend the reach and impact of a brand-owned community The redesigned platform architecture contains an API-first approach and updated developer workflows to make it faster and easier to build custom integrations, meaning users can connect to the entire tech stack and leverage valuable community data throughout the journey.

Presentation 52

Presentation ROI Insights User Experience 52

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

InMoment XI

FEBRUARY 13, 2017

Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them. Simple ads are important, but they are just a piece of the puzzle. View Article.

Loyalty 200

Loyalty Brands Marketing Presentation 200

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

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

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 90

2009 Entertainment Sports Workshop 90

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

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

Kustomer

JULY 18, 2022

By intentionally connecting your CRM and chatbots — two crucial elements of your CX strategy — you’ll allow your support to team to increase productivity and bolster customer relationships. This allows you to engage with your customers at the exact moment they show interest in a facet of your brand.

Connections 98

Connections Multi-Channel Social Media Measurement 98

Oracle

SEPTEMBER 4, 2019

Omnichannel strategies are key to a connected customer experience. Companies are always looking for different ways to connect with consumers, and one way to do that is to be present in all the ways that customers are begging for them to show up. Live chat is also a game changer with regard to how customers experience a brand.

Connections 71

Connections Customer Experience B2C 2018 71

CSM Magazine

AUGUST 4, 2022

Are you having a hard time getting your branding to work ? In this article, we will discuss some of the reasons why your branding may not be working and how to correct it. A branding strategy is a plan for how a company will present itself to the public. There are several signs that a branding strategy is not working.

Brands 59

Brands Social Media Communication Culture 59

CSM Magazine

JUNE 27, 2023

Businesses and groups may now use events to interact with their target audience, build brand recognition, and leave a lasting impression. By fostering, an integrated and immersive experience, branding and identity are essential to attaining these goals. Define Your Brand To begin, consider the core of your company or organisation.

Events 52

Events Brands Management Seminar 52

Michelli Experience

NOVEMBER 1, 2016

In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand. When the meal is presented it is beautiful so you snap a picture to send it to friends. Ok, lets drop the “widget” example and go to the real world.

Connections 85

Connections Social Media Customer Experience Design Reference 85

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

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? In Short, great customer experiences- i n the present. How can they do that?

Presentation 70

Presentation Customer Experience Social Media Events 70

Second to None

OCTOBER 23, 2018

With the onslaught of fast-casual, point-and-pick pizza chains like Blaze Pizza and MOD Pizza disrupting the homeostasis of the industry, it is important that your pizza brand is observing and responding to these evolving consumer expectations. The first step to achieving success in this segment is offering a great product.

Brands 74

Brands Measurement Magazine Customer Centricity 74

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

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. Tamara Gaffney, principal analyst at ADI , explains why value is always the key to connections.

Connections 40

Connections Consumers Brands Financial 40

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 40

Presentation 2015 2017 2018 40

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. This is where some business acumen can help.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

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

Integrity Solutions

APRIL 19, 2024

According to Gartner , customer experience “drives more than two-thirds of customer loyalty” when compared to brand preference or price consideration. Selling has to be permission-based , which is why forging a connection is the most important part of a sales conversation. One starting point is to look for commonalities.

Sales 107

Sales Loyalty White Paper Contact Center 107

CSM Magazine

OCTOBER 18, 2022

There is nothing better, nor harder to do than to attract new customers to your brand. Choosing a Good Name for Your Brand Is Important. One of the most crucial aspects of marketing is branding, and your company should place a high priority on it. This implies that all businesses must work very hard to draw in leads.

Brands 52

Brands Financial Social Media Consumers 52

Optimove

OCTOBER 21, 2021

In other words, compiling a fantastic tech stack can easily become a competitive advantage for brands. Because you don’t want your competition to have this advantage over you, we present you with a list of smart marketers’ questions and what they look for when evaluating marketing technology vendors.

Brands 59

Brands Roadmap Competitive Advantage Measurement 59