InMoment XI

MARCH 6, 2024

On most directories where you have claimed listings, you’ll be able to present yourself as a representative of your company, answer questions and queries, and learn how to respond to negative reviews as well as positive feedback. I have learned a great deal from listening carefully. I like to listen. Most people never listen.”

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Beyond Philosophy

JULY 18, 2020

Machine Learning is a type of AI where machines attempt to learn from their mistakes. We learn from our mistakes; machines seek to do the same thing by making mistakes, recognizing them, sourcing them, and then fixing them moving forward. There are many types of AI.

Social Media 115

Social Media Reference Consulting Customer Experience Management 115

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. And, maybe to the disappointment of some who clung to the traditional in-office structure, leaders and employees are learning working from home isn’t so bad after all.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Experience Investigators by 360Connext

MAY 13, 2015

Not getting into the micro moments is a key way to get it wrong! Join us on May 28th for a free webinar and you’ll learn how to jump in and discover the make or break moments. More Posts - Website Follow Me: The post Digital Moments of Truth: Are You Mapping the Micro? Have you tried creating a customer journey map?

Customer Journey Mapping 192

Customer Journey Mapping Webinar Social Media Consulting 192

Michel Falcon Experience

MARCH 5, 2020

Here’s what we get into on this week’s podcast: 1️⃣ How To Communicate Without Micro-Managing. Click this link to book a call with me directly to learn if the course is right for you and your company. EPISODE #4 OF BREAKING IT DOWN FT. HEALTH CARE ENTREPRENEUR RAJ SUPPIAH IS LIVE!

Culture 78

Culture Management Books Communication 78

Feedbackly

JUNE 21, 2023

As EVI® is a metric that can be applied both at the micro and macro level, it can be used to gain an overall picture of your company’s CX strategy. The best way to learn about your customers is by asking them! Now, why is measuring EVI® crucial? Evaluate your Customer Experience (CX) strategy Is your CX plan performing well?

Measurement 95

Measurement Loyalty Programs Metrics Touchpoint 95

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. And, maybe to the disappointment of some who clung to the traditional in-office structure, leaders and employees are learning working from home isn’t so bad after all.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

Optimove

FEBRUARY 1, 2023

Learn More Timely and Personalized Messages Increase your marketing campaigns’ engagement and effectiveness with personalized and timely messaging. Learn More AI-Powered Smart Search Engine Provide smart, personalized search results featuring lightning-fast autocorrection and content recommendations. Want more product info?

Download 52

Download Customer Engagement Engagement Marketing 52

Optimove

JULY 14, 2022

Interactive walkthroughs allow your users to gradually learn how to navigate through your app. It increases the odds that the user will retain what they learn and continue using your app. Micro-Surveys. Micro-surveys allow you to collect feedback and data from users through a simple survey with a few questions.

Marketing 40

Marketing User Experience Feedback Demo 40

Beyond Philosophy

MARCH 4, 2019

Micro Expressions Have Macro Changes in Store for Customer Experience. They are called micro experessions and for Customer Experience, it opens a whole lot of huge opportunities. Micro expressions display the emotions we feel at an unconscious level. Emotion is a combination of a number of micro expressions.

2005 102

2005 Measurement Consulting Technology 102

One Millimeter Mindset

DECEMBER 26, 2018

It never ceases to amaze me how many local businesses – particularly micro and small businesses – rely on customer told stories to attract and retain customers. Sometimes overwhelmingly middle-of-the-road positive customer feedback, especially for micro and small, family-owned businesses, tells another story behind the story.

Social Media 65

Social Media Workshop Culture Feedback 65

Optimove

JANUARY 3, 2024

Invest in Advanced Segmentation Use advanced customer segmentation techniques, empowered by AI and machine learning, to identify micro-segments within your audience. Cultivate Continuous Learning Encourage a culture of continuous learning within your marketing team.

2025 59

2025 Marketing 2024 Customer Centricity 59

Feedbackly

DECEMBER 2, 2022

Brands can learn a lot from customer emotions and utilize them for growth. CX at both micro and macro level. Want to learn more about Emotional Value Index? EVI® was created to help businesses understand their customer personas effectively and cater to their expectations.

Net Promoter Score 98

Net Promoter Score NPS Metrics Customer Journey 98

BirdEye

JANUARY 19, 2023

Companies can use this information to learn from their rivals’ successes and failures, which can influence the direction of upcoming social media campaigns. Macro versus micro Social listening is more of a macro approach. Social monitoring is considered more micro because you are assisting customers on a case-by-case level.

Social Media 98

Social Media Brands Information Feedback 98

Optimove

MARCH 24, 2021

Mature CRM marketing executives and Marketing Team Leads learned that to establish a personalized relationship with their customers, they need to gain a deep understanding of who each customer is, what they want to encourage each customer to do, and the type of message they need to send to each one to achieve their objectives.

ROI 52

ROI Customer Centricity Insights Marketing 52

Feedbackly

OCTOBER 27, 2022

Also, you can use it to measure customer emotions at micro and macro levels. Get on board and learn how to transform your business with EVI®! The reason is that its measure scale is more specific compared to metrics like C-SAT. Using EVI®, you can understand your customer behavior, expectations, and preferences better.

Customer Journey 98

Customer Journey Metrics Retail NPS 98

Gainsight

NOVEMBER 21, 2023

Then, they customized micro-surveys in Gainsight PX to target niche audiences performing specific tasks. Machine learning detected patterns in usage data to proactively provide personalized product recommendations and tips within the applications. This generated contextual insights.

Feedback 52

Feedback Roadmap Entertainment Insights 52

Beyond Philosophy

FEBRUARY 22, 2019

The REAL emotions they are feeling, through the use of micro expressions. Listen to the podcast in its entirety to learn more about How to Measure Authentic Customer Emotions in Real Time for your Customer Experience. Using technology, you can now measure customer’s emotions in real time!

Measurement 125

Measurement Consulting Customers Loyalty 125

Gainsight

JANUARY 18, 2024

Now, noteworthy micro-moments throughout a customer’s journey require smaller resource investment and can lead to greater impact via repeatable processes. How’s Learning Impacting the Customer Experience Tech Stack? But how does learning data play a role in my CSM Platform? Learn more about Gainsight Customer Education today.

2023 52

2023 Touchpoint 2010 Advertising 52

Integrity Solutions

APRIL 19, 2024

Synthesize what you learn and spend time thinking about effective and creative email subject lines. Create and share a library of content that matches with that customer’s needs/industry/role/other information you’ve learned about them. Add value that’s relevant to them throughout the journey.

Sales 107

Sales Loyalty White Paper Contact Center 107

NetBase

JUNE 26, 2020

How influencers and micro-influencers can be beneficial to your business strategy. The “who” who could become part of your next influencer (or micro-influencer) marketing campaign. In the case of Next Insurance, they went after micro-influencers to be part of this campaign. How to identify said influencers using NetBase Quid.

Insurance 98

Insurance Marketing Social Media Consumers 98

BirdEye

MARCH 17, 2023

Macro versus micro Social listening is more of a macro approach. Social monitoring is considered more micro because you are assisting customers on a case-by-case level. Companies can use this information to learn from their rivals’ successes and failures, which can influence the direction of upcoming campaigns or events.

Social Media 98

Social Media Feedback Insights Brands 98

Optimove

JANUARY 3, 2023

So, what have we learned? Channel personalization ensures that each micro-segment you build is engaged via the right channel/s: email, SMS, mobile push notifications, in-app messages, web push messages, etc. A mature retailer like Staples dominates in retention with a 70% rate while maintaining only a 30% acquisition rate.

B2C 59

B2C Marketing 2023 Multi-Channel 59

Optimove

AUGUST 4, 2021

To learn more about how it impacts your business’ bottom line, click here to see how Optimove clients can reach 33% in CRM revenue contribution. The post Why is (micro-) Segmentation the Most Critical Ingredient in Retaining Your Customers? appeared first on Optimove.

2004 87

2004 Loyalty 2021 Customers 87

Feedbackly

JANUARY 19, 2023

It can also be used at macro or micro levels. Take a look at our blog on common CX metrics to learn about different KPIs and where you can apply them. As the name implies, the metric is used to determine if customers are satisfied with the product, service, and overall experience.

Customer Journey 98

Customer Journey Metrics Customer Satisfaction Definition 98

ProProfs Chat

JUNE 28, 2019

Back in the days when the concept of a sales funnel just emerged, people didn’t have many sources to check and learn about a product. You can go for micro-influencers to reduce the cost. Micro-moments Rule Everything. Missing the key micro-moments can be deadly to your understanding of the customer journey. The Solution.

Customer Journey Mapping 63

Customer Journey Mapping Net Promoter Score Customer Journey Webinar 63

CSM Magazine

AUGUST 22, 2023

Embracing AI and Machine Learning The power of AI and Machine Learning extends far beyond just answering queries; it’s about creating an immersive, intuitive experience. ML, on the other hand, ensures that the chatbot is self-improving, learning from every interaction to become more efficient and user-friendly.

Hotels 52

Hotels Hospitality Guest Experience Books 52

Fox Metrics

JUNE 25, 2020

Micro-Moments. A micro-moment occurs when a person turns to a device to act on a need. Implementing micro-moment means you need to be where your target audience is making those searches. Big Data and Deep Learning. When properly executed, the UGC strategy can improve brand engagement, awareness, and drive conversion.

2020 111

2020 Marketing Social Media Advertising 111

Michel Falcon Experience

APRIL 12, 2017

Side note: these glasses I’m wearing are from Warby Parker – I love them and their company – they are actually the company I’m learning from the most from right now. A micro customer experience is a subtle, affordable and memorable gesture you do for your customers that resonates with them for years. Here are your glasses…”.

Loyalty 122

Loyalty Call Center Hospitality 2016 122

Optimove

JANUARY 11, 2021

What do cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Watch: Episode 1, where we take upon quickly explaining the most basic term in our learning center – B2C Marketing. The post Smart CRM Basics: B2C Marketing appeared first on Optimove.

B2C 52

B2C Marketing Events Sales 52

Optimove

JANUARY 11, 2021

What does cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Watch: Episode 1, where we take upon quickly explaining the most basic term on our learning center – B2C marketing. The post Smart CRM Basics: B2C Marketing appeared first on Optimove.

B2C 52

B2C Marketing Events Sales 52

BlueOcean

AUGUST 30, 2018

Digital disruption and shifting customer habits are impacting customer service on a micro and a macro level every day. Thanks to advancements in AI and machine learning, chatbots and other Tier Zero customer service solutions are a great way to handle basic, high-volume customer care interactions on a 24/7/365 basis.

Customer Service 232

Customer Service Contact Center Customer Care Technology 232

SuiteCX

FEBRUARY 18, 2020

They can inform Macro CX and Micro CX/UX. They still require work with broader BI and analytics engines for score/algorithmic response data and orchestration tools to drive the Micro Campaigns that are outcomes. They focus primarily on enterprise, strategic level insights, and actions.

CEM 109

CEM Customer Journey Insights Sales 109

Uniphore

JUNE 9, 2021

Implement real-time embedded learning. Use new technology to make it easier for employees to learn and grow in their roles. A great way to encourage learning is by replacing extended training sessions and manuals with engaging, personalized education material and micro-training.

Engagement 98

Engagement Contact Center 2021 Metrics 98

delighted

FEBRUARY 2, 2022

From the moment a potential employee becomes aware of your company to the moment someone moves onto their next role (and hopefully speaks kindly about their time working for you), every milestone and micro-experience – including what employees think, learn, feel, and see – is part of the employee lifecycle. Map your employee lifecycle.

Net Promoter Score 87

Net Promoter Score Social Media Employee Experience Reference 87

Michel Falcon Experience

SEPTEMBER 3, 2014

This subtle touch point is something I call a micro customer experience. A micro customer experience is a small, subtle, affordable and memorable interaction a brand has with their customers. See also : 12 Simple Ways Marketers Can Humanize Their Brand. Will this be fun for our customers? Is your campaign engaging and fun?

Marketing 121

Marketing Download Retail Brands 121

Clarivate

OCTOBER 31, 2023

Research Fronts also help us to shed light on the diverse ways in which Deep Learning is being studied or applied in China. We use them to identify the leading Micro Citation Topics for China’s research: Supercapacitors, Deep Learning and Long non-coding RNA.

2009 75

2009 2022 2018 2021 75