InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

AUGUST 2, 2023

What we can Learn From the top Brands in the UK One size doesn’t fit all, but knowing essential NPS best practices that can fit any program is a great place to start. We learnt that there are multiple approaches to achieving success and that the true differentiators between leading and lagging companies are culture, capability, and execution.

NPS 260

NPS Customer Centricity Culture Automotive 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. However, creating an integrated CX program can make this easier than you might think. What is Integrated Customer Experience (CX)?

NPS 260

NPS Net Promoter Score Effort Score ROI 260

InMoment XI

FEBRUARY 5, 2024

Whether you operate in retail, financial services, insurance, or any other industry, consumers will not purchase your product or services if you have poor Google business reviews. Some people may think that Google reviews are out of their control. That couldn’t be further from the truth. Why Are Google Reviews Important?

2024 260

2024 Competitive Advantage Consumers Feedback 260

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

NOVEMBER 20, 2023

As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX?

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

InMoment XI

JULY 13, 2022

Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. What Is Net Promoter Score? Promoters – Detractors = NPS.

Net Promoter Score 491

Net Promoter Score Customer Retention NPS Social Media 491

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

InMoment XI

NOVEMBER 25, 2021

My name is Ton Luijten, and I’m a Customer Success Director for InMoment, as well as the Data Science Lead for the APAC region. My name is Ton Luijten, and I’m a Customer Success Director for InMoment, as well as the Data Science Lead for the APAC region. What Is Predictive Modelling?

Customer Retention 493

Customer Retention Insights Customers Consumers 493

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

Neglect can feel like a harsh word. It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. Your customers are interacting with your organization, calling service numbers, navigating mobile apps, and waiting for products. verb: fail to care for properly. from Oxford Languages.

Customer Journey 373

Customer Journey Reference Customer Journey Mapping Brands 373

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. If this describes your organization, I hope you know how fortunate you are. They are often tasked with conflicting accountabilities to various stakeholders like boards and committees. Your CEO wants the organization to succeed.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Automotive 625

Automotive Competitive Advantage Customer Service Training Customer Service 625

BlueOcean

FEBRUARY 14, 2024

SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models. SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models. We are here today to say, with respect, they’re wrong.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Experience Investigators by 360Connext

MAY 7, 2024

As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences. Take one step at a time and don’t be afraid to try things.) To succeed with AI, we need to know just enough about what’s happening, how we can get the best results, and how to protect our customers’ trust.

Customer Experience 143

Customer Experience Social Media Customer Journey Interaction 143

Experience Investigators by 360Connext

OCTOBER 19, 2021

The customer might be buying a product, but they’re also engaging with the brand in a thousand small ways. The customer might be buying a product, but they’re also engaging with the brand in a thousand small ways. Think of the simple act of buying something through a digital channel: . – Robert Collier. Most leaders don’t.

B2C 346

B2C B2B Customer Journey Brands 346

Experience Investigators by 360Connext

NOVEMBER 2, 2021

How are they created? And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas? Customer Service Blueprinting. Aligning the right Customer Success Manager or Customer Service Representative with the right customer. How Do You Create a Customer Persona?

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business.

Management 115

Management Social Media Brands Consulting 115

Retently

MARCH 5, 2024

But how do you respond in a way that’s both genuine and impactful? Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count. It sends a clear message: you value their opinion, and their voice is heard.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. How fast do you respond to customers? Or when a company or brand delivers a great experience, but then the next time, it’s just okay. Consistency creates confidence, and confidence can lead to customer loyalty.

Customer Service 156

Customer Service Workshop Customer Service Training Connections 156

Retently

APRIL 18, 2024

Ready to learn how a simple question can lead to big changes? This leads to higher response rates and more accurate feedback, making it easier for customers to take the surveys without any inconvenience. It’s like giving real-time feedback while you’re in the action, whether you’re shopping or just browsing.

NPS 78

NPS Net Promoter Score Feedback User Experience 78

Lumoa

MARCH 9, 2023

Put simply, it means genuinely caring about the experience your customers have with your brand. Let me give you a real-life scenario of how it works in general. Let me give you a real-life scenario of how it works in general. The release of the “ How It’s Made ” videos is a perfect example of this.

Customer Experience 169

Customer Experience Social Media Customers Insights 169

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. So, how can your business win over this growing contingent of experience-focussed customers?

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. They use social and websites for inspiration, think highly of influencer and peer recommendations, and expect businesses to take a stance.

2024 66

2024 Article Customer Service Social Media 66

Feedbackly

AUGUST 31, 2023

We like to think that our purchasing decisions are made with sound judgment. That does not mean all our purchases are made without clear thinking. But, it does mean that you need to integrate a new perspective when positioning your brand before your customers. Let’s dive into this topic a bit more!

Customers 98

Customers Brands Loyalty Connections 98

SurveySensum

MAY 6, 2024

Personal branding refers to achieving a prominent identity for an individual. Having a strong personal brand is necessary if you want to be recognized as an authority in your field. Personal Branding Strategies What matters most in personal branding is connecting with your target audience and paying close attention to their feedback.

Brands 52

Brands Social Media Leadership Blog 52

Feedbackly

SEPTEMBER 26, 2023

If brands are to remain competent and foster a unique relationship with their clientele, they have to adapt to the changing trends in CX. In this regard, brands will turn to emotional insight to understand how customers feel, react, and behave in response to what the brand offers them.

Management 98

Management ROI Touchpoint Roadmap 98

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The same holds true across the sales-service continuum. The same holds true across the sales-service continuum.

Sales 107

Sales Loyalty White Paper Contact Center 107

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. How do you collect VoC data?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Beyond Philosophy

APRIL 11, 2024

But how should you do it, and why is it important? First, I want to thank Boehme for taking the time to submit the video. I also appreciate how Boehme’s organization helps its clients grow faster by assisting them to align their customer experiences around the idea of jobs to be done. It’s our job to determine what it is.

Books 78

Books Customers Insights Marketing 78

BirdEye

AUGUST 29, 2023

Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. The 3 C’s of customer satisfaction 14 Ways to improve customer experience How do you measure customer satisfaction? This way, they stick with the brand, increasing profitability and reputation.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

BirdEye

JANUARY 25, 2024

In this post, we’ll cover how automating your review sharing can help you generate buzz for your brand across social networks. How does automated review sharing work? With stats like these, it’s clear that showcasing your latest and greatest customer feedback should be a pillar of your social media strategy.

Social Media 110

Social Media Brands Multi-Channel Demo 110

BirdEye

MAY 15, 2023

Are you looking to build a successful brand? If so, then developing a strong brand strategy is essential. A well-crafted brand strategy can help your business stand out from the competition, allowing it to reach its full potential. Table of contents What is brand strategy?

Brands 98

Brands Social Media Communication Consumers 98

Kustomer

JUNE 5, 2023

Consumer expectations have completely transformed during the pandemic, and the labor shortage means service teams need to do more with less. In this blog, we define live chat customer service, detail why customers love this CS tool, and dive into the many benefits of live chat. What Is Live Chat in Customer Service?

Customer Experience 98

Customer Experience Competitive Advantage Customer Satisfaction Communication 98

Brandwatch CX

JANUARY 29, 2024

Your social media platforms can be a gold mine for leads. Brandwatch uses our presence on sites like LinkedIn and Twitter to generate leads, so we’re going to preach what we practice. If you get it right, social media lead generation is a viable and valuable strategy. How do they use these channels?

Social Media 98

Social Media Brands Blog Entertainment 98

Retently

NOVEMBER 17, 2023

NPS goes beyond traditional marketing metrics, offering a clear and actionable snapshot of customer satisfaction and brand perception. NPS goes beyond traditional marketing metrics, offering a clear and actionable snapshot of customer satisfaction and brand perception.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

Team Support

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. To get you started on the right foot, here are five ways to think about increasing your CSAT and elevating your brand. Needless to say, the stakes are high.

2024 108

2024 Omnichannel Social Media 2023 108