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. To capitalize on those behaviors, you need to be able to perform customer behavior analysis. Open-ended questions can be used in surveys, customer interviews, and focus groups.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base? A large enterprise client requested deeper integration with their proprietary CRM system.

Feedback 511

Feedback ROI Innovation B2B 511

Optimove

OCTOBER 12, 2020

A challenge many companies face is understanding the CRM contribution in their marketing efforts. In other words, figuring out just how much their CRM is really worth. As a CRM marketer, you want to make sure that you have effective communications with your customers that are both smart and thoughtful.

CRM 105

CRM Strategy ROI Video 105

Retently

JANUARY 13, 2025

Look for tools that allow you to customize surveys to match your branding, tone, and audience preferences. Whether you want a sleek one-question format or a more detailed follow-up, the ability to tailor your surveys ensures they feel natural and engaging to your customers. Even better?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

InMoment XI

JANUARY 9, 2024

B2B customers are more likely to continue doing business with a company that consistently delivers value, meets their expectations, and provides excellent service. Loyal customers are also more likely to recommend the business to others. Great customer experiences help your brand achieve differentiation.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

eglobalis

JULY 2, 2024

B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. Continuous Feedback Loop : Establish real-time feedback loops for immediate responses to customer issues and ongoing improvements.

NPS 453

NPS Feedback Net Promoter Score B2C 453

ECXO

DECEMBER 25, 2024

Heres why this is crucial for sustainable growth: Informed decision-making: Insights gathered from customers can drive innovation, identify opportunities, and uncover inefficiencies. Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Kayako

AUGUST 12, 2022

The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers still want personalized service even if they aren’t coming into the store. Customers expect brands to understand their individual journey with the brand. Salesforce ).

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers?

Customer Journeys 126

Customer Journeys Brands Sales Contact Center 126

InMoment XI

MARCH 23, 2025

It pulls data from touchpoints like social media, chatbots, emails, customer feedback, customer relationship management (CRM) tools, and interactions with customer support, marketing, and sales teams, providing insights into customer intent, sentiment, pain points, and patterns. Are they in the same industry?

Data 195

Data Touchpoint Effort Score Chatbots 195

Optimove

APRIL 6, 2023

Believe it or not, many CRM marketers today still use manual tools like Excel to manage their campaigns. Other marketers use stand-alone email platforms to engage and retain customers. And some still compile customer receipts individually to determine which email each should receive. And still, many marketers continue to do it.

CRM 98

CRM Marketing Telecommunications Analytics 98

Optimove

JULY 27, 2020

By clustering customers based on multiple attributes, retailers can provide more relevant and personalized offers to their very different customer segments. Although most retailers cluster customers using attributes such as preferred category or recently purchased product, other more advanced options exist. The Insight.

CRM 98

CRM Tips Retail Analysis 98

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

Optimove

AUGUST 16, 2021

Customer Lifetime Value is perhaps the most shining north star in the sky of CRM Marketing. When talking CLTV in that context – you need to think of both the past and future value your customers bring. To calculate the future value of customers, Optimove uses a micro-segments-based predictive customer modeling system.

CRM 98

CRM How To B2C Ecommerce 98

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Optimove

DECEMBER 24, 2020

On the one hand, when used for time delimited-journeys, it helps marketers easily visualize all their possible interactions with a customer (based on their segment and how they are likely to interact with the brand.). And could potentially lead to broken CRM journeys. Choosing between manual and auto-priority.

CRM 98

CRM Customer Retention Customer Journeys Interaction 98

Comm100

APRIL 2, 2024

Regular engagement also shows customers that their opinions are valued, enhancing their overall perception of your brand. Incentives for exceptional service not only motivate individuals but also set a standard for the level of service expected, contributing to overall improvements in customer satisfaction.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

InMoment XI

OCTOBER 4, 2024

A customer’s experience doesn’t start and end with purchasing your product or service. It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. It helps brands track, analyze, and organize each customer interaction with them.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Kustomer

SEPTEMBER 1, 2023

For financial services organizations in particular, building trust with customers and providing them with human-first customer service makes a significant impact in garnering loyalty and repeated use of products and services. What Are the Benefits of Switching to a Modern CRM for Financial Services?

CRM 91

CRM Financial Chatbots Omni-Channel 91

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Marketing, Customer service.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

GetFeedback

JUNE 16, 2019

If you can find a piece of information about the customer somewhere else, for example in your CRM, then it’s best not to ask for that. Using a survey tool with a logic feature can help you cut down on redundant or irrelevant questions by adding or skipping questions based on a customer’s previous answers.

Survey 276

Survey CRM Tips Feedback 276

Optimove

JUNE 30, 2021

That means which message, with what offer, will resonate best among each of your customers. Creating customer-led journeys eliminates the guesswork out of anticipating every engagement a customer will have with your brand It helps you avoid message-crossfire. Why It’s Important. Determining the content of each message.

CRM 96

CRM Marketing B2C Ecommerce 96

Optimove

NOVEMBER 18, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove’s recognition in The Forrester Wave : Cross-Channel Marketing Hubs, Q4 2024 highlights its strength as a solution for digital-first marketers who need a customer-led, orchestration-oriented marketing tool.

Marketing 59

Marketing e-support CRM Loyalty 59

Method:CRM

MAY 1, 2023

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Read on to learn more about how you can use your CRM and customer experience data to its fullest potential.

CRM 93

CRM Customer Experience Self Service How To 93

Kustomer

JULY 18, 2022

The benefits of upgraded customer relationship management (CRM) software are immeasurable. The time, money and effort saved for both agents and customers is notable. Investing in upgraded CRM tools is a worthy cause that can streamline your support team’s efficiency and provide rich insights for the rest of your business.

Chatbots 88

Chatbots CRM Connections Multi-Channel 88

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Customers expect not only to be heard but also understood and swiftly responded to. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Customers expect not only to be heard but also understood and swiftly responded to. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results.

Tips 195

Tips Management Social Media Hotels 195

CloudCherry

DECEMBER 1, 2018

Delivering the best customer experience means businesses need to be interacting customers based on their behavior – not just their persona. By combining traditional CX data points like NPS surveys with lifetime value data from your CRM, you can calculate the exact ROI from any CX improvements. Absolutely not.

CEM 186

CEM CRM ROI Survey 186

InMoment XI

JULY 23, 2024

As digital transactions become more prevalent, the ecommerce customer experience is critical for its success. Brands that prioritize this aspect of business often find themselves leading the market, while those that neglect it struggle to compete in a crowded landscape. What is Ecommerce Customer Experience?

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

Optimove

MARCH 19, 2025

Guide to Advanced Customer Segmentation Download Now >> FDJ Uniteds MarTech Transformation to Positionless Marketing Rachel Parker and Georgi Pepelyankov (FDJ United) shared how Optimove helped them transform their CRM strategy to Positionless Marketing, streamlining global marketing efforts and achieving measurable uplift in performance.

Connections 52

Connections Marketing CRM Banking 52

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. How customers experience your brand is more important than ever before.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Lumoa

MAY 21, 2018

Marketing needs to ensure that the customer feedback and insights are utilized across the whole organization, but at the same time its role is not limited to "traditional CX activities". Marketing is about creating brand experience. The digital editions and support materials can and should be improved immediately when the need arises.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

CloudCherry

NOVEMBER 13, 2018

Delivering the best customer experience means businesses need to be interacting customers based on their behavior – not just their persona. By combining traditional CX data points like NPS surveys with lifetime value data from your CRM, you can calculate the exact ROI from any CX improvements. Absolutely not.

CEM 170

CEM CRM ROI Survey 170

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. Prompt service builds trust, while personalized updates keep customers engaged.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

Optimove

FEBRUARY 1, 2024

Shah will also discuss strategic opportunities to expand and enhance your brand’s overall success. Inbar will also focus on those “likely to” engage and how to streamline and enhance customer journeys on a large scale to ensure optimal experiences. Learn more about each topic and why you should attend below.

CRM 69

CRM Sports Consulting Data 69

Comm100

OCTOBER 16, 2018

Personalized interactions, accessibility, and invisible transitions from one digital platform to another are what really define amazing customer experiences. Disruptive technology like Artificial Intelligence (AI) chatbots enable businesses to provide 24/7 customer support.

Multi-Channel 177

Multi-Channel Customer Experience Customer Journeys Chatbots 177