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

ECXO

OCTOBER 30, 2024

The Perception of Reality in Customer Interactions In the movies, the distinction between the perceived world and the underlying reality is crucial. For customers, the experiences they encounter with a brand can often feel like a curated reality, shaped by marketing messages and brand narratives.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

InMoment XI

FEBRUARY 1, 2022

Even worse, it can even cause over-surveyed customers to have a negative perception of your brand. . Second, research shows that today’s customers are less likely to leave feedback via a traditional long form survey. These customers much preferred methods like Microsurveys , as well as social media and review sites.

Survey 396

Survey Customer Experience Social Media Data 396

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand.

Banking 195

Banking Customer Experience Effort Score Financial 195

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?” Your brand can take these lessons into the next year to drive more growth and success for your experience program.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

InMoment XI

APRIL 9, 2024

However, there may be instances where your business must learn how to delete a Facebook Page in order to protect your brand reputation. Here are some considerations to help you make an informed decision: Brand reputation. Assess the reputation and brand equity associated with the Facebook Page in question. Audience and reach.

Brands 195

Brands How To Social Media Feedback 195

InMoment XI

JULY 4, 2022

2022 is being branded as “ The Year of the Squeeze. And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. Customer Acquisition: This comes from supporting the brand positioning and positive word of mouth.

ROI 370

ROI Return on Investment Social Media Survey 370

ECXO

MARCH 6, 2025

Leadership must establish a clear vision for what great customer experience looks like for the organization and articulate why it matters for the companys future. It is also crucial that the CX strategy aligns with the companys brand and value proposition. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

Comm100

OCTOBER 13, 2024

The gaming industry is evolving rapidly, and staying ahead requires more than just keeping up with the latest games—it means adapting to how players interact with brands and each other.

Self Service 130

Self Service Chatbots Social Media Wait Times 130

C3Centricity

AUGUST 2, 2021

Pre-sale, it is important to reduce or minimize the risk factor so the customer is more likely to buy. When you buy the wrong CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) system at work, you could be fired. When you buy the wrong toothpaste at home, your family might be disappointed.

Customer Relationship Management 317

Customer Relationship Management NPS CRM Loyalty 317

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer relationships Customer Journeys 52

Ecrion

NOVEMBER 17, 2020

What Is Customer Relationship Management? | 1. Treat Each Customer as an Individual | 2. Customer Feedback |. Explore Customer Intelligence | 4. Did you know 90% of Americans use their experience with customer service to determine where they spend their money? Treat Each Customer as an Individual.

Customer relationships 98

Customer relationships CRM Customer Relationship Management Omni-Channel 98

ECXO

JUNE 23, 2024

Happy customers are more likely to become brand advocates, spreading positive word-of-mouth and driving referrals. From the company’s perspective, customer success is a strategic asset. Ensuring customers are thriving, it directly contributes to reducing churn rates and increasing lifetime value.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Steve DiGioia

MARCH 19, 2018

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia. What’s regularly missing is the spark between the customer and frontline staff members—the spark that helps transform wary or skeptical people into strong and committed brand followers.

Loyalty Programs 203

Loyalty Programs CRM Customer Relationship Management Loyalty 203

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. What consumers really want is personalization in the customer service experience. Salesforce ).

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Retently

NOVEMBER 27, 2024

That’s a lot of shopping carts, checkouts, and happy customers! With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. Falling behind on these trends can make your brand seem outdated.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Amidst the burgeoning landscape of AI tools and the concerns they bring , it’s crucial for customer experience leaders to grasp the trajectory of these advancements, even as the full extent of their implications remains to be seen.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

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. Technology to the rescue….

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

eglobalis

JUNE 27, 2024

The discrepancy between what is promised and what is delivered can deeply impact brands negatively. Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers. Implementing Technology Solutions Investing in technology that enhances the customer experience is essential.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

Kayako

JULY 22, 2022

In the context of customer perception, the sensory stage is how a customer feels moving through an experience with your brand as part of their customer journey. One example of why customer perception is important in business is perceived value. Perceived value is at the heart of some brand image strategies.

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

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. These tools often include automation features, such as automated survey distribution and real-time alerts for negative sentiment, allowing for timely responses and proactive customer engagement.

Software 130

Software Customer Journeys Tools Contact Center 130

CloudCherry

DECEMBER 23, 2019

So, what Brand has wowed our Customer Success Expert? Mike admires the way they “hold themselves to be fairly vulnerable”, as well as their brand messaging (across all platforms). SAAS Technology Expert 5+ years, Manager, Team Leader ROI focused. You have to care every day for the people that you’re working with.”

CEM 195

CEM Customer Success How To Return on Investment 195

ModSquad

MAY 13, 2021

When you consider that 92% of consumers trust word-of-mouth recommendations , it’s easy to see how delighted fans can become invaluable brand ambassadors. Anticipate customer needs and staff accordingly. Sales and special events will draw in customers; creating a great experience will keep them coming back. Reward their loyalty.

Ecommerce 119

Ecommerce Loyalty Brands Rewards Programs 119

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. What is Customer Experience Management? CXM vs CRM: How They Differ?

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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

Optimove

APRIL 10, 2025

Managing Customer Data: CDP vs CRM Understanding the tools that manage and activate customer data is crucial for marketers. Two of the most talked-about platforms in this space are the Customer Data Platform (CDP) and Customer Relationship Management (CRM) system. CRMs are the face of a brand.

CRM 52

CRM eBook Customer Journeys Customer Relationship Management 52

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. Strategy First.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

JANUARY 18, 2022

Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform.

How To 378

How To Customer Journeys Culture Training 378

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

CloudCherry

OCTOBER 4, 2018

Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. Customer Relationship Management (CRM) software provides useful information such as the amount of money that a customer has spent, how long they have been a customer, or what they usually buy at your establishment.

CEM 249

CEM CRM NPS Analysis 249

CloudCherry

OCTOBER 4, 2018

Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. Customer Relationship Management (CRM) software provides useful information such as the amount of money that a customer has spent, how long they have been a customer, or what they usually buy at your establishment.

CEM 244

CEM CRM NPS Analysis 244

GetFeedback

NOVEMBER 20, 2018

First, let’s rewind a bit and talk about what customer satisfaction really is and why it’s still so important. . Customer satisfaction: the brand maintenance metric. Customer satisfaction is broadly defined as the happiness level of a particular customer after a single interaction with a brand.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

CX Journey

DECEMBER 18, 2014

The way customers interact with brands has drastically changed over the past few years. In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” If they’re losing interest, focus your efforts on winning them back.

Customer Centricity 191

Customer Centricity Customer Experience Competitive Advantage Culture 191

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.

Data 195

Data Touchpoint Effort Score Chatbots 195

rethinkCX

FEBRUARY 17, 2025

Introduction In todays digital landscape, omnichannel customer experience (CX) is no longer a luxuryits a necessity. With consumers interacting with brands across multiple platforms, from social media to live chat and phone support, businesses must deliver seamless, connected experiences. What is Omnichannel Support?

Omni-Channel 52

Omni-Channel Net Promoter Score Customer Experience Social Media 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customers who stay longer with your brand also spend more with your brand. Loyal customers are more valuable to your brand. 70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini. That happens no matter what.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261