InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

eglobalis

MARCH 30, 2025

Low participation and bias further erode reliability: Busy customers often ignore survey requests, yielding low response rates skewed toward those with extreme opinions. This can misrepresent the broader customer base. Perhaps most importantly, traditional surveys are not timely. Leading telcos across the U.S.,

Banking 312

Banking NPS B2B Social Media 312

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now.

Social Media 397

Social Media Customers Connections Customer Retention 397

InMoment XI

NOVEMBER 26, 2024

Creating a customer journey map is a detailed process that often involves collaboration from multiple departments, so outlining what you hope to learn as a result of the customer journey map will make sure the efforts are well spent. You might have already created these as part of your customer experience strategy.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

BlueOcean

APRIL 1, 2025

By focusing on resolution rather than deflection, maintaining brand consistency, and providing appropriate escalation paths to human agents, you can create self-serve experiences that customers actually want to usebuilding loyalty instead of frustration in the process.

Customers 156

Customers Effort Score Airlines Customer Journey 156

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. A loyal customer is valuable to retailers in a multitude of ways.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

InMoment XI

MARCH 16, 2022

These new CX trends were based on indirect and inferred data, as well as surveys across several industries. And surprisingly, there were some standout similarities that connected the two seemingly disparate customer bases. So what can we learn from a cross-continental comparison?

2022 370

2022 Social Media Consumers Loyalty 370

InMoment XI

SEPTEMBER 21, 2023

Build Presence – By encouraging customers to leave reviews on various review sites, you can increase your presence on these platforms.

Management 368

Management Social Media Feedback Voice of Customer 368

InMoment XI

MARCH 23, 2025

Analyzing Sentiment and Engagement Patterns Conversational intelligence provides conversation breakdowns that can help you segment customers based on how they feel about your brandpositive, neutral, or negative. This differentiates high-intent customers from the rest, making it easier to identify their attributes.

Touchpoint 195

Touchpoint Insights Sales Social Media 195

InMoment XI

NOVEMBER 28, 2022

If it is measured based on agent data entry, it is not measuring consumer confidence that the issue was resolved and it is making that judgment likely well before the customer has experienced the solution and feels confident it is resolved.

Call Center 370

Call Center Customer Experience Measurement Financial 370

InMoment XI

SEPTEMBER 22, 2022

You should be able to answer the first question with your voice of customer data, meaning you should be able to work out what issues are causing the most dissatisfaction across your customer base.

Measurement 370

Measurement Customer Experience Professionals NPS Voice of Customer 370

InMoment XI

SEPTEMBER 23, 2021

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools?

Brands 369

Brands Advertising Touchpoint Article 369

InMoment XI

FEBRUARY 3, 2025

Organizations can use this level of granularity to identify emerging trends that may not extend across the entire customer base but are still significant at the regional level. Tracking Regional Sentiment and Trends CI analyzes sentiment on multiple levels, including at a regional level.

Social Media 195

Social Media Events Call Center Multi-Channel 195

InMoment XI

NOVEMBER 18, 2024

These technologies make it easier to personalize interactions at scale, enhancing customer satisfaction and engagement. Behavioral Segmentation Moving beyond traditional demographic segmentation, more companies are adopting behavioral segmentation, grouping customers based on shared actions, preferences, or interactions.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

NOVEMBER 8, 2022

If you are an organization with thousands of customers, surveying your entire customer base can seem like a daunting task. The likelihood of all of your customers (whether they number in the thousands or in the hundreds) answering a survey is slim to none. How Do You Perform Simple Random Sampling? Sampling With InMoment.

Definition 39

Definition Loyalty Retail Customer Base 39

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Alida

JANUARY 18, 2022

Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base.

Customer Engagement 246

Customer Engagement Engagement Feedback Customer Base 246

Alida

OCTOBER 18, 2021

But have brands adapted alongside their customer base? The pandemic has sparked immense change in consumer behaviour trends and so it should come as no surprise that consumer needs and desires have also shifted. According to over 5,000 global consumers, clearly not enough.

Consumers 246

Consumers Customers Customer Base Brands 246

InMoment XI

MARCH 14, 2025

Our out-of-the-box methodology focuses on: Connection to the customer Asking probing questions Reducing customer effort Each of these categories has an associated score, which is customized based on relative importance to your business.

Call Center 195

Call Center Metrics Average Handle Time Contact Center 195

InMoment XI

SEPTEMBER 29, 2022

By having all of your customer data in one place, you can easily access multiple data points from different locations across your organization. This will provide you with a 360-degree view of a customer’s activity and engagement with the bank and will allow you to make well-informed decisions with your customer base in mind.

Banking 370

Banking Retail White Paper Omnichannel 370

InMoment XI

AUGUST 3, 2023

By staying ahead of the curve, companies can create a seamless and satisfying customer journey, resulting in increased customer satisfaction and loyalty. Embracing unstructured data analytics empowers companies to adapt quickly to the evolving needs and preferences of their customer base.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

GetFeedback

FEBRUARY 15, 2019

What are your organization’s values and how can they drive the company’s decisions and actions when it comes to its customers? Understand your customer base and target audience. The next step is to understand your customers.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

eglobalis

JULY 2, 2024

Cultural and Regional Sensitivity : Ensure feedback methods and interpretations are relevant across diverse customer bases. Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation.

NPS 450

NPS Feedback Net Promoter Score B2C 450

ShepHyken

FEBRUARY 3, 2025

Customers are willing to pay more for excellent service. An elevated customer experience often allows companies to charge a premium price and cultivate a loyal customer base. Building emotional connections with customers is more powerful than relying solely on points and perks in loyalty programs.

Loyalty Programs 79

Loyalty Programs Loyalty Connections Brands 79

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. It provides rich insight into specific pain points. It supports long-term growth.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

PeopleMetrics

FEBRUARY 18, 2025

Even the most sophisticated AI models need to be calibrated and continually reviewed by people who understand the cultural context of your customer base. AI is dramatically enhancing survey creation, programming, and analysis, turning what was once a tedious process into a dynamic, real-time conversation with your customers.

Culture 104

Culture Feedback Insights Customer Satisfaction 104

InMoment XI

FEBRUARY 23, 2024

The main ethos is this: what if we could split our customers into distinct groups—based on specific factors—so we can learn how to market our products to the right people? The 4 Types of Market Segmentation with Examples There are four common types of strategies that businesses use to segment their customer base.

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

Retently

AUGUST 1, 2024

Once you’ve built a steady base of customers, you can “afford” most of the negative feedback. A bad review from an unhappy customer can and likely will hurt your growth, but it’s unlikely to cause your existing customer base to give up on you. Are there external factors that could affect how customers respond?

Net Promoter Score 147

Net Promoter Score Measurement NPS Feedback 147

CSM Magazine

MARCH 10, 2025

24/7 availability Online casinos have a global reach, and this demands 24/7 customer service in order to cater to different time zones. Though, even without a global customer base, playing casino games is an activity that is played at all hours, with some players enjoying playing into the early hours.

Customer Service 52

Customer Service Multi-Channel Exceptional Customer Service Hospitality 52

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this?

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

TechSee

SEPTEMBER 21, 2021

million customers cancelling their subscriptions during the first quarter of 2021. But on the other hand, this loss of customer base has primarily been from low-margin video subscribers, which has effectively shifted the industry’s customer mix to more profitable broadband customers. .

2028 41

2028 Entertainment Advertising 2010 41

eglobalis

SEPTEMBER 16, 2024

This approach reduced friction and improved overall customer satisfaction, enhancing decision-maker and end-user satisfaction and boosting retention. Agrochemical Company: Syngenta Case Syngenta, a global leader in agrochemicals, developed the “Soil Health Analyzer” app to engage their fragmented customer base.

B2B 372

B2B Customer Experience Customer Centricity Omnichannel 372