Experience Investigators by 360Connext

FEBRUARY 1, 2022

When employees feel cared for, they are more likely to refer others to apply for jobs. Those referred employees are more likely to be hired and more likely to stay longer, according to LinkedIn’s 2022 Global Talent Trends Report. In one study, referred customers were 25% more profitable than customers acquired other ways.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

InMoment XI

OCTOBER 10, 2024

In-House In-house refers to social media personnel employed by your organization. Outsource Outsourced social media talent typically refers to a contractor who manages your social media accounts for a set amount of time, or a creator who is paid per post. References Social Media Examiner. Accessed 9/24/2024. The CMO Survey.

Social Media 195

Social Media Management 2024 2027 195

InMoment XI

NOVEMBER 26, 2024

Touchpoints refer to the places where your customers interact with your business. Customer journey map testing and validation refers to the process of evaluating and verifying the accuracy and effectiveness of a customer journey map by actively testing real-world scenarios and gathering feedback. References ​​Khoros.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

JANUARY 9, 2024

B2B customer experience can refer to the interactions and overall relationship between a business and its business customers. It may also refer to a digital benchmark: your customers’ interactions on your website, mobile app, or software dashboard. References SmartKarrot. “75 What is B2B Customer Experience? Access 1/3/2024.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

A great customer experience is something customers tell their friends about – leading to referred customers. According to a 2020 study by SaaSquatch , referred customers provide a higher lifetime value than those not referred, and have a higher spending rate than those not referred.

Customer Journey 373

Customer Journey Reference Customer Journey Mapping Brands 373

InMoment XI

NOVEMBER 1, 2024

Automated systems, often referred to as bots, can also be programmed to flood review platforms with misleading feedback. References Invesp. Fake reviews originate from various sources. Some businesses might pay for positive reviews to boost their products or competitors might post negative reviews to undermine other businesses.

2025 221

2025 2024 Reference Consumers 221

GetFeedback

JUNE 12, 2019

It’s often now referred to user experience design (not to be confused with the term user interface or user interface design which I will address below). I disagree with that theory because UX isn’t tied solely to the digital realm—user experience refers to both physical and digital products and services.

User Experience 329

User Experience Customer Experience Reference Interaction 329

InMoment XI

JANUARY 25, 2022

Sharing data in this way is also handy for making customer experiences more consistent, because it gives everyone in your organization the same holistic, 360-degree view of your customer to reference. Element 3: Ambassadorial Behavior. Improving workplace culture and refining customer processes are involved and difficult tasks.

Engagement 397

Engagement Culture Document Employee Experience 397

Experience Investigators by 360Connext

NOVEMBER 2, 2021

A customer persona helps humanize the customer to the point you might refer to them by a fictional name. This will help limit the urge to include too much nuance and help your teams refer to personas in a consistent way. and refer to pronouns as “they.” The Solution: Refer to Your Goals. Watch for gender-specific wording.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. The four main VoC data categories are as follows: Unstructured feedback refers to open-ended responses in the form of emails and social media content. Voice of Customer analysis is a useful system for accomplishing this goal.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

Experience Investigators by 360Connext

AUGUST 31, 2021

Regardless of the degree to which your organization relies on referrals, data shows that referred customers stick around longer, are more likely to refer more additional customers, and have a greater Customer Lifetime Value (CLV) than others. We build our business on referrals.”.

Feedback 380

Feedback Reference Customers Loyalty 380

GetFeedback

DECEMBER 21, 2018

Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering. It asks customers how likely they are to refer your business to others. Plus, loyal customers help grow your customer base organically by referring friends and colleagues. Temkin Group ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

NOVEMBER 4, 2024

References The Verge. As the FTC continues to crack down on deceptive practices, businesses have a clear choice: embrace transparency and ethical practices or risk facing severe penalties. The smart choice is clear, and with the right approach, it doesn’t have to be an onerous task. Google Maps is cracking down on fake reviews ( [link] ).

Social Media 195

Social Media 2024 Financial Consumers 195

Experience Investigators by 360Connext

NOVEMBER 30, 2021

If so, you can definitely refer back to these when developing your CX Persona — but don’t make a carbon copy and consider your work done. As you move through the remaining steps, refer back to these regularly and ask: “Is the work we’re doing in service of these goals?” Use it during Journey Mapping.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

C3Centricity

NOVEMBER 26, 2024

This collaborative approach has turned Monzo into one of the UK’s most recommended banks, with over 80% of users willing to refer Monzo to friends ( Monzo Investor Relations ). Monzo’s example shows how brands that embrace Radical Consumer Centricity become indispensable to their consumers’ lives.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. References McKinsey & Company. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Accessed 10/14/2024.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

DECEMBER 3, 2024

References Zendesk. InMoment’s award-winning XI platform helps companies realize ROI in less than 12 months, which is twice as fast as the industry average. Schedule a demo today to see how InMoment can guide you toward higher stages of customer experience maturity! 35 customer experience statistics to know for 2024 ( [link] ).

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

InMoment XI

JANUARY 18, 2022

It also cross references data from previous iterations of InMoment’s previous annual trends reports. How can brands meet their needs? The report also includes insights from both indirect and inferred data to provide a holistic view of the state of customer and employee experiences.

2022 370

2022 Measurement Entertainment Hospitality 370

InMoment XI

MAY 10, 2022

In addition to generating more income from their own purchases, loyal customers are more likely to refer new customers to the brand, furthering the cycle of customer retention. Many studies show that repeat customers are likely to purchase more frequently, spend more money, and pay a premium for a product. Read below for our five best tips.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

InMoment XI

DECEMBER 5, 2024

References The Financial Brand. InMoment’s XI platform makes it easy to establish trust by tracking, analyzing, and acting on member feedback. Schedule a reputation management demo today to see how you can get started! How Much Do Online Reviews Matter to Banking Decisions? A Whole Lot. ( [link] ). Accessed on 12/04/2024.

Management 195

Management 2024 Financial Social Media 195

InMoment XI

OCTOBER 30, 2024

Customer experience (CX) in insurance refers to the overall journey customers go through when purchasing a policy from an insurance provider. References Insurtech Insights. There are several best practices, trends, and challenges you need to consider to deliver an exceptional customer experience in insurance. Accessed 10/17/2024.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

MAY 18, 2022

Within that context, friction refers to points in the brand experience that can have a long-term impact on customers’ relationship with a business. But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn.

Customer Journey 397

Customer Journey Touchpoint Customer Retention Banking 397

TechSee

FEBRUARY 10, 2025

AI references the customer’s history, tailors the interaction, simplifies service complexity and escalates to a human only if truly needed. Instead of text-heavy manuals, customers are guided by AI-driven visuals or real-time video instructions—making adoption faster and more user-friendly. Support becomes more personal.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

InMoment XI

AUGUST 18, 2022

Organization refers to how you are taking action, and how that is being implemented across your company. They refer to individual customer feedback and the learning, and actions that come from that. Organization. Action Planning. Inner loop processes are very 1:1 based.

ROI 418

ROI Customer Experience Webinar Financial 418

InMoment XI

MARCH 4, 2022

This principle is also referred to as the “Backward Research Process.” , and “What rating scales should I use?”. The quick answer to those questions is that it depends on both the type and the topic of the survey. Principle #1: Design with the End in Mind.

Customer Experience 417

Customer Experience Touchpoint Employee Experience Customers 417

InMoment XI

AUGUST 30, 2022

Net Promoter Score® (NPS) is a trademarked metric between -100 and 100 that captures in aggregate the propensity of a company’s customers to attract and refer new business or/and repeat business. Net Promoter Score (NPS®). Customer Effort Score (CES).

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score White Paper Effort Score 370

InMoment XI

JANUARY 30, 2024

Look at Customer References Another crucial aspect of selecting a CXM platform is examining customer references. Customer references provide a firsthand account of the platform’s performance in diverse business environments, aiding you in making a decision that aligns with your unique requirements.

Customer Experience Management 221

Customer Experience Management Customer Experience Management Roadmap 221

InMoment XI

NOVEMBER 5, 2024

References Local SEO Guide. As a result, you boost your online visibility, decrease ad spend, and increase conversions from your listings. Schedule a reputation management demo today to see how you can rank higher in local search! How Many People Actually Use Apple Maps? ( [link] ). Accessed 10/31/2024. Cult of Mac.

2024 195

2024 2026 Connections 2012 195

InMoment XI

DECEMBER 17, 2024

References McKinsey & Company. Empower Your Customer Experience Manager with InMoment A successful CX Manager doesnt just improve customer experiencethey drive meaningful, measurable business growth by putting customers at the heart of every decision. The value of getting personalization rightor wrongis multiplying.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 31, 2024

Create Effective Call Center Scripts A good call center script provides a template that agents can refer to for quick issue resolution. References Invoca. Training and equipping agents with CRM software can help enhance first contact resolution. It also helps prevent inaccurate responses to customer inquiries. Accessed 30/10/2024.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

NOVEMBER 18, 2024

References HubSpot. InMoment has been recognized as a leader in both AI and NLP. These solutions offer any business the ability to view comprehensive data about their customers’ behavior. See what InMoment can do for you by scheduling a demo today! Consumer Trends Report. ( [link] ). Accessed 11/13/2024.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

DECEMBER 15, 2022

We refer to our modern approach to experience as an Integrated CX approach. However, most CX platforms are still primarily focused on surveys and traditional metrics (in blue in the figure below). In order to be successful, it is important to have a CX vendor that enables you to do more than take a traditional approach to feedback.

Social Media 397

Social Media Metrics 2019 Customer Journey 397

BlueOcean

DECEMBER 2, 2024

Our employees are trained to listen for and include those small pieces of information in the guest’s file – so the next agent who interacts with that guest can reference the small details.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

InMoment XI

DECEMBER 1, 2022

As mentioned in the report, “reference customers say they selected InMoment for its technology capabilities and value citing the vendor’s pricing as reasonable and transparent. The Forrester Wave says, “InMoment is a good fit for organizations looking for a ROI-focused technology and services partner.”

Automotive 370

Automotive Return on Investment ROI Reference 370

InMoment XI

DECEMBER 10, 2024

References Forbes. InMoment provides industry-recognized churn prediction software that enables early identification of churn drivers and at-risk customers. Schedule a demo of our text analytics solution today to see how it can help boost retention rates! Customer Retention Versus Customer Acquisition ( [link] ). Accessed 12/09/2024.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

MARCH 21, 2022

By constantly referring back to the original plan, it will help build your organisational culture around the customer, and this will definitely help with momentum of your program, taking you further than you could possibly go if you were shouldering the weight of the CX program alone.

Brands 397

Brands Roadmap Webinar Social Media 397

InMoment XI

JANUARY 25, 2024

While the Magic Quadrant serves as a useful reference point, it should be complemented with ongoing research, customer references, and a broader set of data points for a comprehensive decision-making process. References * Gartner, [link] , as of January 22,2024. GARTNER is a registered trademark and service mark of Gartner, Inc.

Reference 195

Reference Roadmap Innovation Technology 195