GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do. The Basics of Brand Perception.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Feedbackly

JANUARY 13, 2023

Startup brands are always keen on learning how to attract and retain customers. While there’s no one-size fits model to keep customers happy, understanding your customers in and out can certainly help. This is where the customer journey comes in handy. What is customer journey?

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Download 52

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor. .

Automotive 260

Automotive Management Social Media 2024 260

Experience Investigators by 360Connext

APRIL 2, 2024

‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. A touchpoint is any contact or interaction a customer has with your organization.

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

InMoment XI

AUGUST 23, 2023

Customer experience transformation refers to the strategic and holistic process by which a business fundamentally reimagines and reshapes its entire approach to interacting with customers across various touchpoints and throughout the customer journey. Download our customer experience transformation guide today!

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience.

Metrics 260

Metrics Net Promoter Score Measurement Customer Experience 260

Experience Investigators by 360Connext

APRIL 2, 2024

‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. A touchpoint is any contact or interaction a customer has with your organization.

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Feedbackly

OCTOBER 13, 2022

EVI® is a CX metric designed to measure customers’ emotional experience with the brand. It is a KPI that helps you track, measure, and analyze how customers feel about your business and understand its impact. You can use it to identify pain points and improve the overall customer journey. Loyalty/Advocacy.

Customer Journey 64

Customer Journey Measurement NPS Social Media 64

CSM Magazine

NOVEMBER 3, 2022

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.

Loyalty 52

Loyalty Brands E-support Consumers 52

ProProfs Chat

AUGUST 14, 2020

Enable yourself to complete their journey with your brand. And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently.

Customer Journey 116

Customer Journey Webinar Customers Brands 116

Optimove

MAY 20, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Discover key findings from our recent 2023 Back-to-School Survey. With 88% of respondents showing a strong preference for their favorite brands during the back-to-school season, retailers have a significant opportunity to enhance brand engagement.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Download 52

Quadient

JULY 25, 2022

Customer Journey Analysis in 6 Easy Steps. The customer experience is the sum of all the interactions that a customer has over the life of the relationship with the brand. One of the ways we understand the customer’s experience is through mapping and analyzing the journey through all customer touchpoints.

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Insurance 52

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

2024 119

2024 Marketing Consumers Download 119

InMoment XI

SEPTEMBER 1, 2022

You get a greater return on your investment (ROI) from repeat customers than trying to acquire a first-time customer Even though only 12% to 15% of customers are loyal to a single retailer, they represent between 55% to 70% of the retailer’s sales. Eliminate Customer Friction.

Customer Retention 260

Customer Retention Telecommunications Customer Journey Mapping Retail 260

Second to None

MAY 8, 2018

Emphasizing the customer journey is key to planning an email marketing strategy that yields similar results. There’s a lot of distracting content online, and sustaining a customer’s attention long enough that they make a purchase is difficult. How an Email Marketing Strategy Enhances the Customer Journey.

Customer Journey 59

Customer Journey Brands Marketing Return on Investment 59

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Creating an amazing customer experience (CX) is an intentional process. Customer journey mapping is a foundational part of that process.

Customer Journey Mapping 62

Customer Journey Mapping Customer Journey Hotels Touchpoint 62

Optimove

SEPTEMBER 25, 2023

Optimizing Mobile Marketing Strategy for Customer Loyalty: A Journey Orchestrated with the Customer Given that smartphones have become an integral part of our daily lives, brands have a remarkable opportunity to leverage their mobile marketing strategy to cultivate customer loyalty.

Marketing 97

Marketing Touchpoint Loyalty Social Media 97

InMoment XI

JANUARY 2, 2023

Nonetheless, these tried and true customer experience survey methodologies are used across industries, and are a great place to start as you grow your program. What Is Customer Experience? Customer experience ( CX ) is the cumulative impact of every touchpoint throughout the customer journey. Download eBook.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Optimove

APRIL 17, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it matters: Celebrated on the third Thursday of each quarter, “Get to Know Your Customers Day” emphasizes the importance of understanding customers deeply and catering to their wants and needs.

Download 59

Download Loyalty Customers Brands 59

Feedbackly

SEPTEMBER 22, 2023

Here are some tips on how to select the best CX KPIs for your brand! Consider what aspects of customer experience are more critical for your brand and integrate relevant KPIs accordingly. Here, metrics like EVI®, NPS, and customer retention are essential. However, you do need to choose the best ones for your business.

Net Promoter Score 98

Net Promoter Score NPS Measurement Metrics 98

Currency Alliance

AUGUST 16, 2019

Loyalty programs once enabled relatively personalized marketing. From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. Value, that is, to a minority of highly-frequent, high-spending customers.

Loyalty 40

Loyalty Insights Brands Loyalty Programs 40

ENGAGE.cx

MARCH 9, 2017

Part 2 – Creating Loyalty with Customer Experience and Location. Cross-channel Customer Experiences and Product Shopability. Click to download The New Loyalty 3 part series. Loyalty and the influence of Location. Yet, in the end, neither brand really knows me for the loyal customer I am.

Loyalty 45

Loyalty Measurement Brands Hotels 45

CSM Magazine

APRIL 11, 2024

Sabio Group, the digital experience transformation services specialist, has launched a new e-book which takes a deep dive into the role that Customer Relationship Management (CRM) systems play in shaping and orchestrating modern customer journeys.

Books 52

Books E-support Customer Experience Customer Journey 52

Optimove

DECEMBER 28, 2023

Enhance your customer segmentation with our advanced guide Download Now Why it Matters: From responsible AI use to journey orchestration, these are the places you should put your focus to elevate your CRM Marketing in the new year. Guide to Advanced Customer Segmentation Download Now >> 3.

Marketing 69

Marketing 2024 Social Media Download 69

Currency Alliance

MARCH 9, 2021

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. The transformation has started, but will soon accelerate rapidly. What does ‘headless’ mean? What does ‘headless’ mean?

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59

Kitewheel

JULY 15, 2019

Customer journeys are a complex subject. They’ve also changed dramatically in the past few years as the market for journey management has evolved. While many businesses have matured in their customer journey orchestration efforts over time, many businesses are still struggling to decide where to begin.

Customer Journey 40

Customer Journey Metrics Customers Loyalty 40

Feedbackly

OCTOBER 27, 2022

So, it is simple, straightforward, and requires less effort from the customer to answer. Today, many leading brands and businesses worldwide utilize EVI® to gauge CX and the efficacy of the customer journey. NPS, while being a very effective KPI, is only applicable for the post-purchase phase in the buying journey.

Customer Journey 98

Customer Journey Metrics Retail NPS 98

CSM Magazine

JULY 7, 2022

For too long, customer experience (CX) and employee experience (EX) have been pursued in silos, led by separate departments working from different data sources toward different goals. Total Experience (TX) seeks to change this norm by combining the needs of the parties at both ends of your business interactions – customers and employees.

Brands 59

Brands 2026 Customer Journey Mapping 2024 59

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. Customer retention statistics: More than 6 in 10 U.S. 42% of respondents have left a business due to poor customer service. ( Temkin Group ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Optimove

JANUARY 3, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Successful marketers always keep their eyes on the horizon. Following these recommendations now will uplevel your personalization efforts, increase customer lifetime value (CLV), and earn your customers’ loyalty for life.

2025 59

2025 Marketing 2024 Customer Centricity 59

Strativity

NOVEMBER 30, 2022

Seeing your customers as people, not just purchasers, means reconsidering the depth and nature of your brand-consumer relationships. Here, we begin to apply this relationship science to the connection between brands and customers. Since the customer journey is also a relationship journey, good communication is key.

Consumers 52

Consumers Brands Multi-Channel Touchpoint 52

CloudCherry

AUGUST 9, 2018

This is the importance of delivering an end to end customer experience: a fine line between what a customer expects from your company and the actual experience they received throughout the customer journey, with all its ups and downs. Pillar #2: Companies must gain a 360 degree view of the customer.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

Optimove

SEPTEMBER 29, 2023

With AI tools that personalize customer journeys and experiences like none other, brands using Optimove always send the best campaign, treatment, and content for each individual customer, at scale.

2023 78

2023 Marketing ROI Download 78

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. B2B and B2C digital journeys have their own set of channel preferences. Remember: Think proactively.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

TechSee

JULY 18, 2019

Now imagine this scenario: When your brand-new stereo system arrives, you open the box and find a DVD with a visual step-by-step guide to setting it up. Businesses hoping to compete in this modern marketplace need to adapt their customer-facing strategies to ensure every interaction is as quick and seamless as possible.

Customer Experience 207

Customer Experience Contact Center Wireless Loyalty 207

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. We know that building loyalty requires more positive interactions than negative ones. So let’s get proactive about how we thank customers.

Airlines 372

Airlines 2020 Social Media Hotels 372

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series. Download CX Realities 2023 here.

2023 52

2023 White Paper Omnichannel Download 52