InMoment XI

NOVEMBER 21, 2024

Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. For example, this analysis can reveal why a customer canceled their subscription to your service. Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

OCTOBER 25, 2024

It’s important to deliver a consistently positive customer experience across all touchpoints. From the food quality to service and ambiance, each aspect of your restaurant should satisfy customer expectations. Work with your staff across all departments to ensure everyone follows a customer-centric approach.

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

NOVEMBER 22, 2024

The right tool should pull and organize customer data from every relevant channel to provide accurate insights. InMoment ensures a complete view of user sentiment across all touchpoints in their journey, delivering an omnichannel customer experience. 35 customer experience statistics to know for 2024 ( [link] ).

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

InMoment XI

OCTOBER 14, 2024

This drop is a result of survey fatigue, a growing concern for businesses looking to embrace the customer-centric approach. Send patient feedback surveys at key touchpoints, such as after booking an appointment or post-discharge. Accessed 10/07/2024. Accessed 10/07/2024. Accessed 10/07/2024. FluidSurveys.

Survey 195

Survey How To Hospitality Feedback 195

InMoment XI

JANUARY 9, 2024

Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. This positive reputation can attract new customers and partners. Access 1/3/2024. Access 1/3/2024. Access 1/3/2024.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. For businesses, this means the bar for customer experience (CX) is perpetually rising. Todays customers expect companies to: 1. Together, lets shine even brighter.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 17, 2024

Therefore, a question like this highlights your customer support team’s ability to address problems effectively so that you can make adjustments if necessary. Questions to test a new feature The following questions help you make customer-centric decisions on releasing a new feature for your product or service: 1.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

OCTOBER 31, 2024

Customer Experience Metrics ​​Call center metrics are essential to a holistic CX strategy. They serve as vital indicators for your customer experience KPIs , enabling you to track and enhance success across touchpoints. Ask customers to rate their experience after each call with a single digit. Accessed 30/10/2024.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

OCTOBER 4, 2024

A customer’s experience doesn’t start and end with purchasing your product or service. Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? Encourage a customer-centric culture.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

AUGUST 9, 2024

Customer Experience (CX) refers to the overall impression and perception a customer has about a company or brand based on their interactions throughout the entire customer journey. This can be done by creating a customer journey map. Should You Invest in Customer Experience Management Software?

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

DCX

OCTOBER 13, 2024

David Edelman added, “ The companies that will win are those that leverage AI to engage with customers meaningfully at every touchpoint. Those that do will see increased loyalty and lifetime value from their customers. SPECIAL FOR DCX READERS: For a limited time, get the best-selling CX course for only 70% off!

Video 52

Video Customer Centricity Roadmap Course 52

DCX

NOVEMBER 17, 2024

A customer-first cancellation process shows you’re the kind of brand people can trust, even when they’re walking away. It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. That trust?

Social Media 52

Social Media Leadership Customer Centricity Tips 52

DCX

DECEMBER 1, 2024

Try these: Mix digital speed with human touch (yes, it's possible) Make your physical spaces worth leaving Netflix for Turn those cold digital touchpoints into actual connections Gen Z Might Save Us All Plot twist The digital natives are getting tired of screens. Let that sink in. Stop the Madness. They're craving real-world experiences.

Fashion 52

Fashion Culture Trends Connections 52

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. This practice is at the core of a successful customer-centric approach that is impactful for the following reasons: It provides insight into customer behavior and expectations.

Feedback 195

Feedback How To Social Media B2C 195

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. Hotel customers expect top-tier, personalized experiences at every touchpoint.

Hotels 195

Hotels Guest Experience Travel Social Media 195

DCX

SEPTEMBER 29, 2024

30 Days to Greater Influence is my new course that will help you become the go-to expert your colleagues rely on for critical decisions, get executives to champion your customer-centric initiatives, and leave work each day knowing you’ve made a real, tangible difference for your customers.

e-support 86

e-support Customer Centricity Apparel Leadership 86

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 72

Customer Service Loyalty Programs Contact Center Financial 72

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 86

Customer Service Government Employee Experience Video 86

customer sure

JANUARY 20, 2025

Personalisation at Scale: Meeting Customers Where They Are Gone are the days of one-size-fits-all customer interactions. Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers.

Trends 62

Trends Net Promoter Score Analysis ROI 62

CX University

DECEMBER 16, 2024

Golden Rule 5: Happy and Engaged Employees Fuel Experiences Research and practice-based evidence demonstrates that an engaged and happy employee population has a very positive impact on customer experiences and financial performance. Gallup , in its 2024 State of the Global Workforce report states that low engagement results in a cost of $8.9

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

InMoment XI

MARCH 27, 2024

To get ahead, your organization must commit to delivering seamless digital experiences, build a strong foundation for automotive reputation management, and invest in technology that will better engage consumers and make every part of the customer journey pain-free, even long before they set foot in your physical locations.

Automotive 195

Automotive Management Social Media Feedback 195

DCX

JANUARY 19, 2025

How are you preparing to integrate AI that truly understands your customers? Source SX Live 2024: Binge-Worthy Support Insights Last October, the Support Experience Conference (SX Live 2024) brought together industry pros to share cutting-edge insights and AI innovations for support. Which idea will you run with first?

Travel 52

Travel Customer Centricity Culture Brands 52

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. NPS is a great place to start when you’re looking to measure customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Thematic

APRIL 3, 2025

As of 2024, over 98% of organizations worldwide use cloud services in some capacity, and public cloud service revenue is expected to surpass $526 billion. Finance & Banking Banks and fintech companies use text analytics to monitor compliance, detect fraud, improve customer experience, and drive strategic decisions. ​ 3.

Analytics 62

Analytics Trends Marketing Social Media 62

DCX

OCTOBER 6, 2024

30 Days to Greater Influence is my new email course that will help you become the go-to expert your colleagues rely on for critical decisions, get executives to champion your customer-centric initiatives, and leave work each day knowing you’ve made a real, tangible difference for your customers.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

30 Days to Greater Influence is my new email course that will help you become the go-to expert your colleagues rely on for critical decisions, get executives to champion your customer-centric initiatives, and leave work each day knowing you’ve made a real, tangible difference for your customers.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

ShepHyken

AUGUST 11, 2024

The experience a company provides is often as important as its products or services when it comes to customer satisfaction and loyalty. And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. consider attending the event.

Self Service 86

Self Service Customer Service Loyalty Programs Travel 86

InMoment XI

MARCH 25, 2024

By recommending relevant products, delivering personalized content, and identifying cross-selling and up-selling opportunities based on individual customer profiles and purchase history, brands can create highly personalized retail experiences that drive customer lifetime value (CLV). Access 03/16/2024. References Forrester.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. In fact, 89% of customers say that a quick response to an initial inquiry is important when deciding where to take their business. Accessed on 12/12/2024.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

ShepHyken

SEPTEMBER 1, 2024

How to Win in the Routine Economy: Elevate the Everyday by Jen Gray (Retail TouchPoints) In the Routine Economy, the brands that get it are the brands that understand how powerful a routine is and how to seamlessly integrate and stay a part of a buyer’s routine. How do you know if you’re a customer-centric organization?

Customer Service 74

Customer Service Retail Customer Centricity Trends 74

ShepHyken

MAY 19, 2024

Why CMOs Should Own the Customer Onboarding Process by Brad Rosenfeld (Fast Company) The role of the modern chief marketing officer has gone beyond top-of-funnel engagement to now encompass the entire customer experience. That should be a wake-up call to ramp up close attention to service garbage—whatever agitates your customers.

Customer Service 86

Customer Service Government Trends Contact Center 86

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. But in 2024, loyalty professionals will be shocked – albeit they should not be surprised – that many new multi-partner collaborations will be launched.

Loyalty 59

Loyalty Trends Data Marketing 59

DCX

SEPTEMBER 29, 2024

30 Days to Greater Influence is my new course that will help you become the go-to expert your colleagues rely on for critical decisions, get executives to champion your customer-centric initiatives, and leave work each day knowing you’ve made a real, tangible difference for your customers.

e-support 52

e-support Customer Centricity Apparel Leadership 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model. Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.”

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

COPC

JUNE 24, 2024

The Grim Outlook: Decline in Customer Service Quality According to Forrester’s 2024 US Customer Experience Index , the overall quality of customer experience in the US has declined for the third consecutive year. Regularly collect and act on customer feedback to identify pain points and areas for improvement.

Self Service 76

Self Service Customer Experience Net Promoter Score Effort Score 76