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

MARCH 6, 2024

After all, now more than ever, consumers rate and judge businesses not by the quality or price of their products and services, but by the experience the business builds around these products and services. It highlights the importance of online reputation management and the type of impact it has on customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Magellan Solutions

OCTOBER 15, 2017

Creating this humane connection is also a sign of good customer service, which can influence the success rate of your telesales campaign. And if you present these to them in a very organized, personalized and professional manner, you are setting up the stage for more conversions that will positively affect your bottom line.

Presentation 65

Presentation Information Consumers Sales 65

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 493

Brands Loyalty Retail Competitive Advantage 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. The connectivity between brands and consumers offered in the Internet age has integrated brands into the daily routine of our lives. 1] [link]. [2] 2] [link].

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. You can, and should, use the brand experience as a frontline tool to turning consumers into customers — and loyal ones. How Do Consumers “Experience” a Brand? But how can you do that? Consistent.

Consumers 109

Consumers Brands Social Media Loyalty 109

Happy or Not

FEBRUARY 2, 2023

By connecting customer feedback to your target audience’s demographic data. When a person gives feedback on a Smiley Touch, the built-in camera detects a person present and the AI-powered facial analysis software estimates the age group and gender. So how is this made possible? That’s where HappyOrNot Demographics steps in.

Connections 73

Connections Feedback Apparel Sports 73

InMoment XI

SEPTEMBER 14, 2023

We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes. In today’s digital landscape, where consumers heavily rely on online reviews and social media feedback, the importance of reputation management cannot be overstated.

Brands 260

Brands Management Social Media Feedback 260

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. However, this decrease in spending did not affect all retailers equally.

Omnichannel 98

Omnichannel Retail Consumers 2021 98

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

Strativity

NOVEMBER 30, 2022

Seeing your customers as people, not just purchasers, means reconsidering the depth and nature of your brand-consumer relationships. We communicate who we are, to ourselves, and to others , through the people, places, and things we connect with, as we discussed in our last article. Your coworker would think you’re rude.

Consumers 52

Consumers Brands Multi-Channel Touchpoint 52

SurveySparrow

AUGUST 28, 2023

This not only saves customers time by presenting relevant options but also enhances their overall experience. Lengthy and Confusing Forms: Forms that require excessive information or present confusing fields can lead to friction. Omnichannel Consistency A frictionless experience should seamlessly transition across different channels.

Connections 52

Connections Customer Experience Multi-Channel Social Media 52

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. This makes it critical to invest in technology that will better engage consumers and make every part of the customer journey pain-free.

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

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

NetBase

JULY 20, 2020

The new normal finds consumers showing erratic behavior when choosing where to spend their money. Maintaining brand loyalty seems to be a thing of the past as consumers are likely to jump ship during a crisis. Consumer devotion has become much more supply dependent than any other loyalty measure.

Consumers 75

Consumers Automotive Social Media Loyalty 75

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. Getting Started: How to Manage Online Reviews As your customers talk to fellow consumers and share their experiences on digital platforms, how can your team effectively manage reviews?

Management 346

Management Marketing Social Media Feedback 346

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

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

CSM Magazine

SEPTEMBER 15, 2022

New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience, but Brands are not Empowering Contact Centre Employees for Success. 90% of managers think they are treating agents as brand guardians, yet only 33% of consumers agree. But only 37% of consumers agree. Voice reigns supreme.

Consumers 52

Consumers Brands Customer Service Contact Center 52

BlueOcean

OCTOBER 4, 2023

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. and, obviously, for brands serving consumers in Mexico and South America, Spanish is a necessity.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Optimove

OCTOBER 24, 2019

See, here’s the thing: all the above is taken from the four agendas of the 2015-2018 renditions of Optimove Connect – the premier event in Relationship Marketing – and from this year’s upcoming predecessor, PostFunnel Summit (October 28-29. Recap: Optimove Connect 2018. Recap: Optimove Connect 2017.

Presentation 53

Presentation 2015 2017 2018 53

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. This was arguably the best yet, with industry leaders bringing insight to inform every aspect of effectively running a global enterprise.

Consumers 64

Consumers Marketing Social Media Events 64

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. L’Oréal which owns 34 brands has a unique perspective—let the brand be itself and be what consumers want.

Connections 40

Connections Consumers Brands Financial 40

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

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 98

Consumers Technology Blog Chief Customer Officer 98

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

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. How can you capitalize on the money your consumers spend on each visit? In Short, great customer experiences- i n the present. How do you keep your customers loyal?

Presentation 70

Presentation Customer Experience Social Media Events 70

Strativity

MARCH 17, 2015

CRMXchange presents an in-depth online educational event that examines the latest trends and strategies: “Shaping the Journey of the Connected Customer”, March 16-19, at [link] View Keynote. The post Strativity’s Lior Arussy Delivers Keynote at 2015 Connected Consumer Conference appeared first on Strativity.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

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

Aveus

MAY 18, 2021

At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. There’s a growing emphasis on consumer experience across industries, and healthcare is no exception. Why You Need to Look Holistically at Your Programs and Consumer Experience. By Medecision.

Consumers 52

Consumers Healthcare Metrics Measurement 52

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.

Connections 67

Connections Insights Culture B2C 67

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 95

2009 Entertainment Sports Workshop 95

ThriveableBiz

JANUARY 26, 2021

And that takes presentation skills. They turn to presentation mode and I need to deliver this information. Or they turn into kind of a, a scared zombie who is saying the words, but for all intents and purposes, they're not even present. And that's why they're going to connect to you and to your message. [00:16:32]

Presentation 52

Presentation Communication Webinar Article 52

Optimove

DECEMBER 18, 2018

Another year (almost) behind us, another Optimove Connect in the relationship marketer’s books. And as we begin wrapping up 2018, we reflect on our 4 th Optimove Connect, hoping we accomplished just that. Now, let’s go on tour and revive the conference’s main day, with all the videos (in order of presentation) : .

2018 53

2018 Connections Workshop Events 53

Win the Customer

SEPTEMBER 21, 2023

Let’s review 10 pivotal customer experience statistics from 2022 that shed light on the evolving landscape of consumer preferences and behaviors. This signifies a fundamental shift in consumer priorities, highlighting the critical role of CX in influencing purchasing decisions.

Customer Experience 69

Customer Experience 2022 Social Media Omnichannel 69

BlueOcean

JULY 20, 2023

Where once, there would have been most likely one, if not two, in-person sessions before a client and new partner inked a deal, these days, organizations are leaning more and more on virtual presentations and leaving in-person meetings until the absolute end of the process or foregoing them altogether.

Contact Center 294

Contact Center Travel 2020 Culture 294

Comm100

FEBRUARY 19, 2021

And the award for “Word of the Year” goes to… empathy! ”, Shep Hyken, customer service and experience expert and Chief Amazement Officer at Shepard Presentations explains. “ Empathy creates a personalized and emotional connection. On top of this, consumers can also anthropomorphize brands. Get Comm100 Free. Comm100 Free.

Customer Experience 133

Customer Experience 2013 2020 Consumers 133