ECXO

NOVEMBER 26, 2024

They can turn a negative experience into a positive one, leaving customers with a smile and a great story to tell about your brand. Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues. Unicorns Excel in High-Stress Environments Unicorns thrive under pressure.

Self Service 334

Self Service Culture Training Analytics 334

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Some of this activity could be relevant to your brand and industry. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

MARCH 26, 2025

Improved Data Quality and Accuracy One reason brands go for longer surveys is data quantity. Enhanced Customer Experience and Brand Perception Survey fatigue doesnt just affect data qualityit can even damage your brand by harming the customer experience. Not so fast: More data is good, but only if its good data.

Survey 195

Survey Abandon Rate How To Customers 195

BlueOcean

APRIL 1, 2025

Integration is Non-Negotiable If you don’t have a plan for integrating the technology into your CRM, ticketing system, or whatever system you need to make changes that actually resolve customer issues, you’re going to be extremely limited in what you can do with a digital solution.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

Optimove

OCTOBER 22, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: This post offers marketers key insights into leveraging CRM data to tailor rewards based on customer behavior and enhance engagement. By using CRM data, businesses can create personalized rewards that truly connect with their audience.

CRM 52

CRM Meeting Data Strategy 52

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

eglobalis

FEBRUARY 3, 2025

CRM, ERP, and marketing platforms) to create a 360-degree view of the customer. Your company can use sentiment analysis to monitor social media, reviews, and customer feedback, enabling you to address concerns and improve brand perception. surveys, social media, reviews) to identify trends and actionable insights.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

ijgolding

APRIL 9, 2020

To start with, the answer partly lies in Customer Relationship Management (CRM). A well applied CRM centralises all the data related to prospects and customers onto a single platform, enabling companies to record, track and act on customer interactions. The better the CRM is applied, the greater its effect on revenue is likely to be.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

eglobalis

MARCH 13, 2025

Highlight Risk Mitigation : Discuss how a robust CX strategy can mitigate risks, such as customer churn and negative brand perception. Invest in the Right CX Tools and Technologies Provide leadership with data-driven insights by investing in CRM platforms, customer feedback systems, and journey analytics tools.

Leadership 232

Leadership B2B B2C Effort Score 232

InMoment XI

NOVEMBER 26, 2024

A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services, and people. Day-in-the-Life Purpose: The day-in-the-life customer journey map takes a broader view of the customer’s life beyond their interactions with your brand. What is Customer Journey Mapping?

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

FEBRUARY 2, 2024

Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research. It helps the world’s top brands and enterprise organizations manage their social media efforts in one place.

Social Media 221

Social Media Brands Management Analytics 221

InMoment XI

OCTOBER 29, 2024

In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Price-loyal customers love your brand because of your pricing. Truly loyal customers love your brand in every sense. A loyal customer is a valuable asset to your business.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. With its ability to integrate with CRM systems and organize feedback in a central place, it simplifies the process of gathering and analyzing customer data. Training and equipping agents with CRM software can help enhance first contact resolution.

Call Center 195

Call Center Metrics Self Service Effort Score 195

ECXO

OCTOBER 30, 2024

For customers, the experiences they encounter with a brand can often feel like a curated reality, shaped by marketing messages and brand narratives. Customers are increasingly savvy and can detect when a brand is not genuine. Customers today expect brands to understand their preferences, behaviors, and needs.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Quantitative Data Analysis Quantitative analysis uses website and/or app analytics combined with CRM data to analyze numerical data. InMoment has been recognized as a leader in both AI and NLP.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

AUGUST 8, 2023

You can start your journey to beating survey fatigue with shortening surveys further by removing surplus demographic or operational data that could be sourced from your CRM or data lake (e.g. Another technique to fight survey fatigue that is successful for many brands is to leverage microsurveys for mobile and other digital environments.

Survey 435

Survey Net Promoter Score Customer Service Representative Tips 435

CSM Magazine

MARCH 12, 2025

In the world of fast-moving consumer Goods (FMCG), product recalls are an inevitable challenge that brands must confront. The key question is; what can brands do to be better prepared and mitigate the damage of a recall that is a case of when, rather than if? Peter Gillett, CEO of Marketpoint Recall, provides insight.

Loyalty 52

Loyalty Brands Social Media Guidelines 52

ECXO

FEBRUARY 3, 2025

Impact: Negative reviews harm a brands reputation, driving away potential leads before they even reach your sales funnel. It Creates Brand Advocates Customers who have consistently positive experiences dont just stay loyalthey become advocates for your brand.

Sales 259

Sales Customer Experience e-support Examples 259

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. A high rate indicates strong engagement with your product and loyalty to your brand. Customer satisfaction results in positive reviews and testimonials.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Optimove

MARCH 23, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: Optimove Connect 2025 honored the best in CRM marketing brands, teams, and individuals who are leading the way with data-driven, AI-powered, and Positionless Marketing strategies. Congratulations to all the 2025 winners for pushing CRM marketing into the future.

CRM 52

CRM Meeting Marketing Tips 52

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. It enables you to boost your brand reputation. InMoment’s brand reputation management tools help track customer sentiment in real time and identify new areas for improvement.

Banking 195

Banking Customer Experience Effort Score Financial 195

C3Centricity

APRIL 9, 2024

For instance, Salesforce markets its CRM solutions by highlighting efficiency gains, scalability, and improved sales metrics, appealing directly to organizational goals and the bottom line. B2B decisions are driven by logic and ROI.

B2C 296

B2C B2B Strategy Marketing 296

Calabrio

MARCH 25, 2025

Social listening tools, on the other hand, monitor social media platforms and online forums to capture unstructured feedback and brand mentions. They help businesses understand how customers interact with their brand at each stage, from initial awareness to post-purchase support. CRM integration for customer data management.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. One of the strategies Pfeifer explained is to have a single-account view of feedback in a customer relationship management (CRM) dashboard. Watch the webinar to hear more!

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

InMoment XI

JULY 4, 2022

2022 is being branded as “ The Year of the Squeeze. Customer Acquisition: This comes from supporting the brand positioning and positive word of mouth. Internal Data: Most businesses will have a strong customer relationship management system (CRM) that will store all customer and behavioral data. 3: Holistic View.

ROI 370

ROI Return on Investment Social Media Survey 370

InMoment XI

MARCH 26, 2024

Learning how to ask for a review can do wonders for your brand. Reviews support your brand reputation management strategy. A stream of 5-star reviews from customers helps showcase the best that your brand has to offer. It encourages customer engagement and fosters a sense of community around your brand.

Examples 195

Examples Brands Strategy How To 195

Optimove

DECEMBER 31, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. Content Speed Matters : In a real-time world, brands leveraging dynamic, fast-moving content see a 20% boost in engagement.

Customer Engagement 69

Customer Engagement Trends Engagement Loyalty Programs 69

Retently

JANUARY 13, 2025

Look for tools that allow you to customize surveys to match your branding, tone, and audience preferences. Integration with CRM and Helpdesk Tools Your CES tool needs to cooperate, not isolate. It should seamlessly integrate with your existing systems, like your CRM or helpdesk software. Even better?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Brandwatch CX

MARCH 27, 2025

Relationship marketing is a long-term strategy, and that might put some brands off. Customer service (talk to them sweetly) Customer service has to be the number one priority for brands hoping to succeed at relationship marketing. The benefit for brands is that if you do this well you will create brand advocates.

Customer relationships 93

Customer relationships Marketing How To Social Media 93

QuestionPro Audience

JANUARY 3, 2018

A good mobile app adds to the customer experience, and creates brand loyalty. In 2018, it is expected that 79% of airports around the world will offer CRM tools in their mobile apps to help track customer behavior and improve personalization and brand loyalty, up from 30% in 2015.

Travel 294

Travel Airlines Consumers Loyalty 294

eglobalis

JUNE 27, 2024

The discrepancy between what is promised and what is delivered can deeply impact brands negatively. To truly utilize all available information and enhance company outcomes, follow these steps: Integrate CRM Systems: Deploy robust CRM systems such as Salesforce, Microsoft Dynamics 365, Oracle, or HubSpot.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

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

TechSee

MARCH 11, 2025

Elevated Customer Experience – AI delivers precise, personalized support, improving satisfaction and brand loyalty. Seamless CRM, knowledge base, and ticketing integrations are three common examples. Key Questions to Consider When Implementing AI Solutions What are our objectives? How does AI integrate with existing systems?

Customer Service 109

Customer Service Self Service Knowledge Base CRM 109

eglobalis

JULY 31, 2024

These tools help in addressing customer issues promptly and maintaining a positive brand image, which is crucial for customer retention. Immersive Technologies: The use of VR/AR in customer experience is expected to grow, offering immersive and interactive experiences that differentiate brands in a competitive market.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425