InMoment XI

NOVEMBER 12, 2024

Social media monitoring is the practice of actively tracking, analyzing, and responding to online mentions of a brand, product, or topic across social media platforms like Facebook, Twitter, Instagram, and LinkedIn. By tracking your brand mentions specifically, you can assess the reach and tone of conversations you are part of.

Social Media 363

Social Media 2024 Metrics Brands 363

eglobalis

NOVEMBER 5, 2024

Over the years, he has established himself as a pioneer, helping leaders, teams, and organizations navigate a rapidly changing world with actionable insights and a profound understanding of technology’s potential. Many of my colleagues have expressed similar admiration for his insightful research and his character.

Leadership 411

Leadership Innovation Books Social Media 411

InMoment XI

FEBRUARY 2, 2024

Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research. It helps the world’s top brands and enterprise organizations manage their social media efforts in one place.

Social Media 221

Social Media Brands Management 2008 221

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. This integrated approach leads to clearer insights and stronger outcomes.

Metrics 347

Metrics Customer Success 2024 2023 347

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. When customers are satisfied and engaged, they are more likely to make repeat purchases, upgrade services, enter into partnerships with your company, and explore additional offerings over time. Great customer experiences improve brand reputation.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

eglobalis

JULY 31, 2024

These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 341

Customer Experience Social Media 2024 B2B 341

eglobalis

DECEMBER 17, 2024

This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success. Critics argue that NPS oversimplifies complex emotions and fails to provide actionable insights that drive meaningful change.

2025 284

2025 Net Promoter Score B2B Multi-Channel 284

InMoment XI

FEBRUARY 25, 2022

Supporters of employee satisfaction and engagement programs, research and training techniques, with their focus on retention, productivity, and fit or alignment with business objectives, have made some broad, bold, and often unchallenged, assertions with respect to how these states impact customer behavior.

B2C 397

B2C Employee Experience Culture B2B 397

InMoment XI

JUNE 30, 2022

With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember. To make sure these teams can act as quickly impossible, brands can empower the individuals in their teams to act autonomously. Again, employees can be a goldmine of information—but are you listening to them?

Customer Experience 396

Customer Experience Customer Retention Events Communication 396

InMoment XI

OCTOBER 5, 2022

And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen. Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand. Areas of Staff Motivation to Keep in Mind.

Feedback 370

Feedback Customer Centricity NPS Definition 370

InMoment XI

DECEMBER 13, 2021

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services.

Marketing 370

Marketing Automotive Hospitality Social Media 370

InMoment XI

JULY 26, 2024

Brand reputation has become increasingly important in the digital age, one bad review or negative comment can spread like wildfire, potentially tarnishing your brand’s image. Brand Image: Managing negative feedback and highlighting positive experiences helps to build a favorable brand image.

Brands 195

Brands Management Social Media E Commerce 195

InMoment XI

OCTOBER 5, 2023

That’s why we’ve taken everything we have learned by working with best-in-class brands and distilled those learnings into five simple steps you can follow to make sure you build a contact center that works for you, and works for your customers.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

InMoment XI

OCTOBER 26, 2022

In such a fast-paced environment, how are retail brands expected to succeed? Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie). When your employees are engaged in the experience, your organization will benefit.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more. How can brands meet their needs?

2022 370

2022 Measurement Entertainment Hospitality 370

InMoment XI

SEPTEMBER 14, 2023

This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 195

Brands Management Social Media Feedback 195

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve. Samsung is renowned for its flexibility in integration.

E-support 458

E-support Innovation Customer Centricity Loyalty 458

InMoment XI

JANUARY 18, 2023

The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Voice of Customer 370

Voice of Customer Consulting Innovation Technology 370

eglobalis

FEBRUARY 3, 2025

We will delve into ten key areas where AI is transforming CX , provide examples of enterprise technology companies that have been using AI for over eight years, and offer practical insights on how your company can leverage these advancements. surveys, social media, reviews) to identify trends and actionable insights.

B2B 304

B2B Customer Experience 2014 Customer Satisfaction 304

InMoment XI

AUGUST 8, 2023

Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results. In the following sections, I will delve into strategies that not only increase your response rate but also invigorate program engagement and yield more representative results.

Net Promoter Score 435

Net Promoter Score Customer Service Representative Feedback Touchpoint 435

InMoment XI

SEPTEMBER 21, 2023

Engage in Social Search – By monitoring social media conversations, you can quickly identify customer concerns, respond to customer inquiries, and engage with customers to build positive relationships. This can provide valuable insights into areas where businesses can differentiate themselves and improve their reputation.

Management 368

Management Social Media Feedback Voice of Customer 368

InMoment XI

NOVEMBER 2, 2022

In our over two decades of experience helping the world’s best brands positively impact their bottom line with Experience Improvement, we’ve heard quite a few of these ROI questions, and have determined the strategies at the heart of a profitable program. The optimal CX vision for your organization should be derived from your brand vision.

ROI 370

ROI Return on Investment Airlines Call Center 370

InMoment XI

MARCH 26, 2024

Learning how to ask for a review can do wonders for your brand. Reviews support your brand reputation management strategy. A stream of 5-star reviews from customers helps showcase the best that your brand has to offer. It encourages customer engagement and fosters a sense of community around your brand.

Brands 195

Brands Feedback Sales Consumers 195

InMoment XI

DECEMBER 19, 2022

Strong and insightful surveys help businesses understand what they are getting right and where they need improvement. One that doesn’t interrupt, but is a mere continuation of their experience with your brand. From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers?

Touchpoint 370

Touchpoint Feedback Workshop Customer Journey 370

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Some of this activity could be relevant to your brand and industry. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

eglobalis

JANUARY 13, 2025

Designed for seamless integration with CRM systems, it offers real-time insights, proactive recommendations, and automation to streamline workflows. Additionally, well examine key implementation challenges and offer actionable insights for successful adoption.

Marketing 333

Marketing E-support E Commerce Social Media 333

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. These insights inform the service standards and product offerings that will most effectively meet customer expectations. Continuous monitoring and adaptation are crucial.

Customer Experience 392

Customer Experience Customer Centricity Net Promoter Score Government 392

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Better Product Development Customer behavior insights can allow your company to make data-driven decisions about product offerings.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Engage team members, showing them the critical role they play in helping to improve the customer experience. Learn about your competitors. Monitor reasons for churning.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

InMoment XI

JULY 13, 2023

The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create. Key 2: Engage All Audiences.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

InMoment XI

AUGUST 20, 2024

It involves managing the firm’s brand, and ensuring that the public, clients, and the media perceive the firm as a trustworthy and competent entity. The more credible and trustworthy your online reputation, the more likely potential clients are to engage with your services. This helps to build credibility and public awareness.

Management 369

Management Social Media 2024 Download 369

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. During challenging times, customers appreciate brands that provide assistance and support when needed. To access all the key drivers of NPS and discover who the leading brands are in the UK, download your copy of the report findings here.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370