InMoment XI

AUGUST 23, 2023

The ultimate goal is to create meaningful, seamless, and personalized experiences that meet and exceed customer expectations, fostering customer loyalty , advocacy, and ultimately driving business growth. 1: Collect and Analyze Real-time Data Gone are the days of relying solely on periodic surveys to understand your customers.

Customer Experience 195

Customer Experience Omni-Channel Employee Engagement Innovation 195

Thematic

FEBRUARY 24, 2025

Personalize experiences and address customer pain points. Align teams and predictive analytics to anticipate needs. We’ll dive into 10 customer insights strategies for better customer satisfaction. Key Takeaway Acting on customer experience insights is key to improving satisfaction and retention.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Bob Hayes

OCTOBER 23, 2017

Download the free 22-page white paper by clicking the image. We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., Competing on Analytics.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. Enter text analytics. Machines (Text Analytics). Let’s dig into the value that text analytics provides.

Analytics 79

Analytics CEM Telecommunications Hotels 79

BirdEye

SEPTEMBER 4, 2024

Analytics can be a valuable beacon for your business growth if you know how to use it right. Instagram analytics is no different. This blog post uncovers everything you need about Instagram analytics—its benefits, tools to measure, and ways to tweak your social media strategy based on the insights.

Analytics 59

Analytics Social Media Multi-Channel Metrics 59

PeopleMetrics

AUGUST 31, 2018

Experiencing the service by watching videos on YouTube, downloading music, etc. ( If you run through this valuable touchpoint mapping exercise at your organization, I bet you will find that many touchpoints that are key to the overall customer experience include more than just customer service. Sean holds a Ph.D.

CEM 117

CEM Customer Service Touchpoint Exercises 117

Thematic

OCTOBER 8, 2024

In this article we’ll run through the best VoC analytics tools for creating surveys, collecting customer feedback, performing AI analysis, and more. Why VoC Analytics Matters Voice of the Customer (VoC) refers to your customers’ needs, expectations, and desires. What Are VoC Analytics Tools?

Analytics 62

Analytics Tools Feedback Handbook 62

PeopleMetrics

JUNE 4, 2019

However, the seemingly overwhelming volume of feedback allows B2C companies to learn more about customers and their experiences than ever before. And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A. VOLUME: Small. SOCIAL: N/A.

B2C 122

B2C B2B CEM Airlines 122

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. Download report for $195. Here are some highlights from the finalists: Activision Customer Care. Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Investigators by 360Connext

JUNE 13, 2023

Where this vital function should sit in their organizational structures is the lingering question of customer experience management. There are pros to including CX in marketing, including teams who understand and utilize customer feedback, behavioral analytics, and market research. So they do! Then another.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. How to take actions on customer experience?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. primarily customer experience or customer success programs).

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

InMoment XI

DECEMBER 7, 2023

Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience. Customer-centric companies are 60% more profitable than companies that don’t focus on customers. Download Cheat Sheet

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. primarily customer experience or customer success programs).

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

NetBase

MAY 30, 2019

But we’ve got the CX analytics secrets that can unlock everything – and all brands can benefit. Here are some highlights from the NetBase report 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics. This is where CX analytics come into play. One Super Easy Box to Check.

Hospitality 56

Hospitality Analytics Report Consumers 56

Thematic

JULY 13, 2022

Accuracy in feedback analytics is subjective. And last but not least: Thematic does not offer an API-only white-label solution for use within an existing CXM (customer experience management) or MR (market research) platform. Will my results really be accurate? To be thorough, our team uses an internal accuracy evaluation.

Feedback 71

Feedback Analytics Analysis Multi-Channel 71

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. We studied 88 companies that have a formal customer program (e.g.,

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Comm100

DECEMBER 12, 2017

Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Here is a framework you can use to manage the quality of your customer experience. Download Now. Quality Management Framework. Download Now.

Training 124

Training Customer Experience Customer Journeys How To 124

PeopleMetrics

MARCH 1, 2018

In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue. Watch this edition of #CXSecrets above, or click here to download the video transcript. Final thought. More #CXSecrets. As CEO, he guides the company’s vision and strategy.

Measurement 97

Measurement CEM Touchpoint Video 97

BirdEye

OCTOBER 31, 2023

App promotion: Use this goal to increase downloads and enhance the reach of your application. Diverse CTAs, including lead generation forms, website visits, and app downloads. Analytics and Reporting Basic insights on likes, comments, and shares. Detailed analytics on ad performance, audience behavior, and conversion tracking.

Social Media 111

Social Media Advertising Video ROI 111

BirdEye

NOVEMBER 3, 2020

Customer Experience (CX) Marketing and Customer Experience Management operate in silos: both organizationally and technologically. Organizations must also evolve their philosophy and strategy to overcome the internal inefficiencies that lead to ineffective customer experience management.

Customer Centricity 98

Customer Centricity Data How To Net Promoter Score 98

PeopleMetrics

MARCH 4, 2020

In its most basic form, "closing the loop" means that your VoC software platform “alerts” people within the organization when something (usually negative) happened during the last customer experience. Download : The Closed-Loop VoC Process Map. The Power of Real-Time Alerts. Real-time alerts are integral to VoC.

ROI 83

ROI CEM Software Customer Experience Management 83

Bob Hayes

DECEMBER 17, 2017

The importance of analytics continues to grow in business and beyond. I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Must You Ask?

Analytics 46

Analytics Data Competitive Advantage Social Media 46

NetBase

OCTOBER 5, 2018

Renewed focus on creating a top-notch customer experience is all the rage – in fact, it’s table stakes. So why are brands missing so many opportunities on the customer experience analytics front? Customer Satisfaction Tops the Priority List. In the mix, but less so, are call center transcripts and forums.

Omni-Channel 45

Omni-Channel Analytics Consumers Report 45

PeopleMetrics

FEBRUARY 20, 2019

Click here to download the book. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Thinking about switching to VoC? Sean holds a Ph.D.

CEM 94

CEM Software Feedback Call Center 94

Lumoa

SEPTEMBER 11, 2023

Currently, many companies are finding ways to incorporate artificial intelligence (AI) chatbots in their customer support network. Platforms like Lumoa have already integrated GPT features to help users with text analytics and feedback summaries. Mission & Vision One quality all customers look for is reliability and consistency.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

Currently, many companies are finding ways to incorporate artificial intelligence (AI) chatbots in their customer support network. Platforms like Lumoa have already integrated GPT features to help users with text analytics and feedback summaries. Mission & Vision One quality all customers look for is reliability and consistency.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

PeopleMetrics

AUGUST 21, 2018

Click here to download the book. For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean holds a Ph.D.

NPS 82

NPS Measurement CEM Survey 82

PeopleMetrics

SEPTEMBER 12, 2019

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Contact Center: an important touchpoint where customers call for more information or assistance.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Beyond Philosophy

MAY 15, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. 5 Rules for Managing Your Customer Experience in Business to Business. Customer Experience Information & Resources. Complete this short survey.

Customer Experience 103

Customer Experience Management B2B Effort Score 103

BirdEye

MARCH 10, 2023

Your social media checklist to get started How to do a social media audit in 7 steps Download a free social media template Social media audit examples Frequently asked questions about a social media audit Audit social media campaigns with Birdeye What is a social media audit? Table of contents What is a social media audit?

Social Media 98

Social Media Metrics Return on Investment Ecommerce 98

BirdEye

DECEMBER 21, 2022

The app saw nearly 10 million monthly downloads by February 2021. The app saw only 680,000 monthly downloads in 2022. Although it’s not typically considered a search engine, Facebook averages over 2 billion searches every day according to their own social media analytics. Social audio is somewhere in the middle.

Social Media 97

Social Media Trends Video Groups 97

PeopleMetrics

MARCH 26, 2018

In this edition of #CXSecrets , I will reveal why it is essential to include customer feedback collection as a part of your overall customer touchpoint map, as well as a few quick tips for optimizing the feedback collection experience. Watch this edition of #CXSecrets above, or click here to download the video transcript.

Touchpoint 85

Touchpoint Feedback CEM Call Center 85

BirdEye

DECEMBER 29, 2022

Social Media Reporting Template – Free Download. By tracking these metrics, businesses can see how many people are being converted from social media followers into customers. Tracking metrics and performing social media analytics are essential to any successful online marketing strategy. Awareness metrics. Conversion rate.

Social Media 98

Social Media Metrics Net Promoter Score Effort Score 98

Bob Hayes

DECEMBER 17, 2017

The importance of analytics continues to grow in business and beyond. I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Must You Ask?

Analytics 40

Analytics Data Competitive Advantage Social Media 40

BirdEye

FEBRUARY 28, 2023

The skills required for the role may include social media marketing, content creation, analytics, copywriting, customer service, and project management. What does a social media manager do? Reporting and analysis Another critical aspect of a social media manager’s role is analytics.

Social Media 98

Social Media Management Analytics Strategy 98

PeopleMetrics

FEBRUARY 2, 2018

The 40 Lessons That Turn Customer Feedback Into Gold. Download the video transcript here. I was inspired to write this book because of another great book that most of you have probably heard of - Outside In: The Power of Putting Customers at the Center of Your Business by Forrester. Why I'm writing Listen or Die!

CEM 69

CEM Video Measurement Software 69