InMoment XI

OCTOBER 18, 2022

A great deal of customers and the brands that serve them are facing unprecedented uncertainties; understanding them is key to organizational success, delivering Experience Improvement (XI), and ensuring that your customer experience (CX) program is operating optimally. All of these obstacles affect both customers and brands to some extent.

Brands 397

Brands Transportation Wait Times Course 397

InMoment XI

MARCH 23, 2022

What follows is a quick illustration (and examination) of the sequence of events that precipitated The Great Resignation, as well as what brands like yours might be able to do about it if you find that many of your employees are headed for the exit. The Great Resignation’s Deep Roots. ” A More Progressive Employee Experience Concept.

Brands 370

Brands Policies Employee Engagement Employee Experience 370

InMoment XI

JULY 5, 2022

With this goal in mind, InMoment gathered the three most important steps quick service restaurants can take to achieve better guest experiences in our new eBook, “How Food Services Brands Can Evolve Guest Experience Programs.” How do I understand the overall experience guests are having with my brand?

Guest Experience 370

Guest Experience Brands eBook Multi-Channel 370

InMoment XI

MAY 14, 2022

In what ways do your favorite brands help create your personal brand? So, Why Do Customers Choose Their Favorite Brands? This connection between consumer and brand is much deeper and more meaningful than a singular experience; therefore, it has a greater potential impact on long-term loyalty, advocacy, and value.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? These tools are essential for understanding how your customers are talking about your brand.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . Expert #2: : Jess Gill, Chief Customer Officer at Craveable Brands (Oporto, Chicken Treat, Red Rooster).

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

eglobalis

APRIL 24, 2023

$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.

Brands 323

Brands Customer Experience Customer relationships Measurement 323

IntouchInsight

JUNE 5, 2024

Businesses use mystery shopping as a valuable data collection method to evaluate and improve customer experience, product quality, operational efficiency, and more. The results of these evaluations are typically presented as mystery shopping scores.

Brands 295

Brands Data Customer Experience Customers 295

InMoment XI

JULY 26, 2024

Brand reputation has become increasingly important in the digital age, one bad review or negative comment can spread like wildfire, potentially tarnishing your brand’s image. Brand Image: Managing negative feedback and highlighting positive experiences helps to build a favorable brand image.

Brands 195

Brands Management Social Media Competitive Advantage 195

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve. Apple: Apple’s brand loyalty is legendary.

e-support 445

e-support Innovation Customer Centricity Loyalty 445

InMoment XI

NOVEMBER 23, 2021

Here are three elements for luxury retail brands’ to consider when closing the gap and delivering that premium level customer journey ! Element #3: Keep Your Brand on Point to Tell a Consistent Story. Your digital and physical customer journeys must not only match in quality, but in branding as well.

Retail 397

Retail Customer Journeys Touchpoint Brands 397

InMoment XI

NOVEMBER 12, 2024

Social media monitoring is the practice of actively tracking, analyzing, and responding to online mentions of a brand, product, or topic across social media platforms like Facebook, Twitter, Instagram, and LinkedIn. By tracking your brand mentions specifically, you can assess the reach and tone of conversations you are part of.

Social Media 360

Social Media Analysis Metrics Analytics 360

InMoment XI

SEPTEMBER 21, 2021

None of this is to say that metrics aren’t important, but companies should remember that they can only reveal so much about why customers may be experiencing an issue or even why they remain loyal to the brand. If your brand can offer experiences that are far more human, that’s far more valuable than achieving any high metric score.

Customer relationships 433

Customer relationships Customer Experience Net Promoter Score Effort Score 433

IntouchInsight

NOVEMBER 26, 2024

In today’s digital age, a brand’s reputation often begins with what customers say online. With so many options at their fingertips, consumers rely heavily on reviews and social media feedback when making decisions. This makes managing your online presence essential, as it’s now a key factor in building trust and loyalty.

Social Media 156

Social Media Tips Brands Loyalty 156

ECXO

JULY 1, 2024

Brands that can grasp these deeper psychological concepts will forge incredible bonds with their customers, creating loyalty and advocacy that goes way beyond just a purchase. For instance, recognizing archetypes in branding can create powerful and relatable narratives that captivate audiences.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. In this stage, you have the opportunity to set up a strong foundation for your program; a strategy that aligns with the overall business values, financial objectives, and brand promises.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

InMoment XI

AUGUST 3, 2022

Therefore, along with the refreshed brand, came a refreshed customer experience program. Before partnering with InMoment, this brand was relying heavily on a cloud-based analytics platform to track store performance. InMoment also measures brand loyalty drivers such as friendliness, food quality, and cleanliness.

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

InMoment XI

AUGUST 15, 2022

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. Brands that focus only on one aspect of the experience are missing a huge opportunity. End-to-End.

Retail 397

Retail Customer Experience Airlines Hotels 397

ECXO

NOVEMBER 19, 2024

Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers. When customers feel valued and understood, they become loyal advocates for a brand, much like the way Jedi loyalists stand by the Force.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

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. Friction may even cause some customers to quit a brand altogether. Brands can achieve this understanding by mapping out a few of their most important customer journeys.

Customer Journeys 397

Customer Journeys How To Touchpoint Infographics 397

InMoment XI

MAY 31, 2022

Even if aggressive customers haven’t been a problem for your brand specifically, you’ve no doubt heard all the horror stories about employees and brands for whom they have been. As a result, many employees are expecting brands to make some pretty big changes in the post-pandemic era. What is ? . Employee Commitment.

Employee Experience 397

Employee Experience Customer Experience Airlines Trends 397

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. 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. Loyal customers are also more likely to recommend the business to others.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

eglobalis

NOVEMBER 5, 2024

His frameworks were well ahead of their time, becoming essential guides for brands seeking to cultivate meaningful connections online. Solis redefined CX as more than a trend, positioning it as central to brand strategy. WTF) – Defining Customer Experience (CX) What’s the Future of Business?

Leadership 391

Leadership Innovation Social Media Trends 391

InMoment XI

DECEMBER 23, 2021

Brands can achieve all of this by sticking to a simple, five-step framework that we call the Continuous Improvement Framework: define, listen, understand, transform, realize. That’s why it’s important for brands to design their experience program’s goals, objectives, and other factors before turning the listening posts on.”.

Customer Experience 397

Customer Experience Analytics eBook Survey 397

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. However challenging it may be for retailers, developing a loyal customer base is essential to maintaining an active, healthy brand.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

InMoment XI

APRIL 11, 2022

If you weren’t yet online, it didn’t take long for brands to adapt when brick and mortar businesses across Asia Pacific were forced to shut down in 2020 and 2021. . It’s not been easy for e-commerce brands. So what can these brands do to get ahead of customer expectations? The key is to dive into your customer data.

Tips 370

Tips Data Customer Experience Roadmap 370

InMoment XI

JULY 12, 2022

There’s no one specific type of information, insight, or data that supports frontline employees across all industries, but there are several high-level principles that brands can bear in mind when determining what those employees need to know. This strengthens brand connection and creates a customer-centric culture. The Next Step.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates. This is advanced EX, some might even say it is revolutionary!

Company 397

Company B2C Employee Experience Culture 397

InMoment XI

OCTOBER 5, 2023

That’s why we’ve taken everything we have learned by working with best-in-class brands and distilled those learnings into five simple steps you can follow to make sure you build a contact center that works for you, and works for your customers. However, building an effective, consistent contact center experiences can be overwhelming.

Contact Center 364

Contact Center Self Service How To Call Center 364

InMoment XI

SEPTEMBER 22, 2022

Of all the unicorns that brands and organizations chase with their customer experience (CX) programs, higher survey response rates are one of the best-known… and sometimes the most elusive. They remain a vital tool for gathering feedback and the time brands invest to continuously improve them is well spent. Why Survey Rates Fall.

Survey 370

Survey How To Social Media Trends 370