InMoment XI

APRIL 25, 2024

REPORT 2024 Financial Services Online Reputation Benchmarks Report InMoment’s 2024 Financial Services Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the financial service industry — and how these reviews reflect the experiences financial services consumers want to have.

Financial 260

Financial Management 2024 Banking 260

InMoment XI

OCTOBER 5, 2022

They are the ones on the front lines interacting with customers each and every day. They become passionate advocates who positively affect the customer experience. Focus: Ensure that employees are focusing on the right things to drive a positive customer experience. Don’t tell your staff what to do.

Feedback 493

Feedback Customer Centricity NPS Definition 493

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 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Customer Insights 488

Customer Insights Insights White Paper Social Media 488

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. It encompasses the in-store experience just as much as it does the online experience. What is the Retail Customer Experience?

Retail 260

Retail Customer Experience Social Media NPS 260

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. How exactly do you do this? In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey.

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

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. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

FEBRUARY 8, 2024

This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. The goal is to enhance the customer experience, streamline operations, and achieve cost savings. What is Contact Center Optimization?

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

InMoment XI

AUGUST 8, 2023

In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. Use these tips to deliver excellent experiences for your customers while demonstrating that their voice is being heard! age, products held, customer tenure), and ultimately improved response rates.

Net Promoter Score 580

Net Promoter Score Customer Service Representative Feedback Touchpoint 580

InMoment XI

SEPTEMBER 29, 2022

For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions.

Banking 493

Banking Retail White Paper Omnichannel 493

InMoment XI

FEBRUARY 12, 2024

Learning how to respond to Google reviews should be part of every company’s brand reputation management strategy. These reviews, which appear on Google Maps and Google Search as well as on your company’s Google Business Profile, give people a way to share their experiences not only with businesses but with fellow consumers, too.

Feedback 260

Feedback Brands Management Consumers 260

InMoment XI

JANUARY 30, 2024

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. Consumers are more likely to become repeat customers if they have great experiences.

Customer Experience Management 295

Customer Experience Management Customer Experience Management Roadmap 295

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. At InMoment, we are dedicated to delivering tangible business value and bolstering your bottom line through a comprehensive integrated CX approach.

NPS 260

NPS Net Promoter Score Effort Score ROI 260

InMoment XI

APRIL 24, 2024

By providing round-the-clock support and personalized care, these centers play a crucial role in enhancing patient experience, improving outcomes, and fostering patient satisfaction. An omnichannel contact center strategy enables the creation of superior patient care by seamlessly integrating various communication channels.

Contact Center 260

Contact Center Healthcare Insurance Social Media 260

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. Improve customer lifetime value. What is Predictive Analytics?

Customer Experience 260

Customer Experience Social Media E Commerce Retail 260

InMoment XI

MAY 4, 2023

As in previous cycles of historical uncertainty and downturns, these increased headwinds across the globe mean customers and companies are behaving differently. As in previous cycles of historical uncertainty and downturns, these increased headwinds across the globe mean customers and companies are behaving differently.

Customer Experience 295

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 295

InMoment XI

MARCH 26, 2024

Learning how to ask for a review can do wonders for your brand. Reviews are also an important source of valuable feedback about your products, services, and overall customer experience. Reviews are also an important source of valuable feedback about your products, services, and overall customer experience.

Brands 260

Brands Feedback Sales Consumers 260

InMoment XI

JULY 13, 2023

In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. How Prepared Do You Feel for Consumer Duty? What Have Been Your Biggest Challenges in Getting Ready for Consumer Duty?

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

InMoment XI

JANUARY 23, 2024

While the impact of Local Guides on brand reputation management strategy is largely dependent on the quality and quantity of the contributions from the Guides, businesses can respond to these contributions and leverage the program to enhance their online presence and manage their reputation. How Do Customers Become a Local Guide?

Management 260

Management Feedback Information Brands 260

InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. In this blog, we will delve specifically into the UK insurance industry.

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences. And this is about more than just customer service.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering?

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. A telling study by Dimension Data reported that 84% of companies that improved their customer experience saw an uplift in revenue. Achieving success in business goes beyond offering quality products and services.

Engagement 136

Engagement Employee Experience 2009 Loyalty 136

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Contact Center 148

Contact Center 2024 Customer Service Representative Healthcare 148

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. A strategy. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Experience Investigators by 360Connext

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? This small act can transform a casual customer into a loyal advocate, amplifying the positive perception of your business.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents. Customers receive a simple SMS – a method of communication that everyone has.

Innovation 109

Innovation Download Sports Technology 109

ShepHyken

DECEMBER 18, 2023

Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. We ask our associates how we are doing in helping them excel at their jobs.

Net Promoter Score 87

Net Promoter Score Customer Centricity Culture Employee Experience 87