ShepHyken

NOVEMBER 18, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a brand promise? What is the role of branding in enhancing the customer experience? How can businesses define their brand to impact customer relationships meaningfully?

Brands 138

Brands Touchpoint Financial Resources 138

InMoment XI

APRIL 3, 2025

The Rise of the Experience Economy Brands are recognizing that the quality of experiences significantly influences customer choices, so making experience-led engagement a crucial differentiator is a priority. Ensuring some consistency across these touchpoints is key. But how exactly are businesses making this transition?

Culture 195

Culture Social Media Loyalty Government 195

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

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Types of Customer Behavior Data To fully understand customer behavior, you will need to gather different types of data that provide a comprehensive view of behavior, preferences, and engagement.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

eglobalis

FEBRUARY 3, 2025

For instance, Oracle uses its Oracle CX Unity platform to unify customer data across touchpoints , enabling businesses to create personalized experiences at scale. Sentiment Analysis for Enhanced Engagement AI-powered sentiment analysis tools help B2B businesses understand customer emotions and tailor their responses accordingly.

B2B 387

B2B Customer Journeys Customer Experience Chatbots 387

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. Customer experience spans many touchpoints and processes trying to fix everything at once can overwhelm the team and dilute resources.

B2B 339

B2B Customer Journeys How To Effort Score 339

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

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Improved Personalization While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Business customers care about what your brand stands for. Brand purpose should be the driving force behind everything you do. Few brands have paid as much attention to it as it requires.

B2B 367

B2B Brands Innovation Government 367

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. Gen Z’s first exposure to your brand is likely via social media, and more specifically, through social media influencers. Revolutionary even.

Employee Experience 397

Employee Experience Customer Experience Brands Social Media 397

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. Positive experiences compel customers to engage with you again. They also require less marketing effort to keep them engaged compared to new customers. What Is Customer Loyalty?

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

eglobalis

OCTOBER 14, 2024

These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand.

Customer Experience 450

Customer Experience Customer Journeys Case Study Innovation 450

ECXO

OCTOBER 14, 2024

Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines. 5. Customer Journey and touchpoints: All departments have clarity on our target customers, which is their journey with us, as well as key touchpoints.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

InMoment XI

DECEMBER 9, 2024

Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions. Brands must foster inclusion through thoughtful CX strategies. Key takeaway: Brands that support well-being , inclusion, and individuality will forge stronger connections and resilience in their CX strategies.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

eglobalis

JULY 31, 2024

These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences. By delivering customized content experiences, businesses can enhance engagement, drive more meaningful interactions, and increase customer satisfaction.

Customer Experience 430

Customer Experience Social Media Analytics Chatbots 430

eglobalis

MARCH 13, 2025

They want suppliers and partners who are easy to do business with, understand their needs, and provide consistent support across every touchpoint. Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives.

Leadership 235

Leadership B2B B2C Effort Score 235

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be. So why should you care?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. Therefore, tracking CLV helps you identify high-value customers so that you can focus on engaging them. These surveys work by engaging customers and responding to them in real-time.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. It enables you to pinpoint specific user profiles for re-engagement. Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

DECEMBER 19, 2022

One that doesn’t interrupt, but is a mere continuation of their experience with your brand. Ask the right questions about the main touchpoints of their journey, not just the start and end. Design Your Survey to Gather Feedback at Every Touchpoint.

Survey 370

Survey Customer Journeys How To Touchpoint 370

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Real-time Customer Data Platforms (CDPs) integrate data from various touchpoints, offering a unified view of the customer.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. Loyal customers are likely to spend more and advocate for your brand. It includes thoughts, feelings, and opinions regarding the brand, product, or service. What Is Voice of Customer Analysis? It gives you a competitive advantage.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

ECXO

JUNE 11, 2023

It’s the foundation for building brand loyalty, adoption and providing customers with an unforgettable, consistent experience. In this article, we want to walk you through 22 essential steps that will help you design an experience that sets your brand apart. How do customers experience your brand – across touchpoints?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

ECXO

AUGUST 12, 2024

These systems offer dynamic personalization features that tailor content based on user behavior, driving engagement and satisfaction. Social Media Management Tools: Tools like Hootsuite and Sprout Social enable businesses to effectively manage their social media presence, schedule posts, and track engagement.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

C3Centricity

NOVEMBER 12, 2024

Rather than relying on superficial gestures, leaders can inspire a transformation that elevates the organisation, engages employees, and creates powerful, lasting customer relationships. By acknowledging areas for improvement and committing to sustainability, Patagonia has built one of the most trusted brands globally.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. This includes proactive efforts like on-boarding, training, and engagement to drive adoption, loyalty, and renewals.

Metrics 424

Metrics Customer Success Customer Experience Effort Score 424

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 14, 2024

You have to remember that your customers interact with your brand to achieve their own specific goals. Negative Brand Equity Moreover, dissatisfied customers who feel like the business is simply collecting feedback for its own sake without acting on it are likely to become less loyal over time.

Survey 195

Survey How To Hospitality Feedback 195

Calabrio

MARCH 25, 2025

Today’s market leaders needand many are already relying onstrategies to engage more effectively with their audiences in a two-way dialogue. It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints. Are you able to understand what your customers are telling you?

Software 130

Software Customer Journeys Tools Contact Center 130

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

ECXO

OCTOBER 23, 2024

AI-powered chatbots and virtual assistants can engage in meaningful conversations, providing instant solutions and valuable recommendations. This level of proactive engagement not only improves the customer experience but also increases the likelihood of repeat purchases and customer loyalty. Using AI to Enhance the Experience 1.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. Impact: Negative reviews harm a brands reputation, driving away potential leads before they even reach your sales funnel. This kind of engagement shows that youre invested in their success, not just their money.

Sales 259

Sales Customer Experience e-support Examples 259

InMoment XI

JANUARY 27, 2025

The truth is, customers calling your call center dont just have an issue they want you to resolvethey have a relationship with your brand that matters enough to them to raise that issue. The customer, already engaged and receptive, books the session, which results in them purchasing additional products.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. When customers are satisfied and engaged, they are more likely to make repeat purchases, upgrade services, enter into partnerships with your company, and explore additional offerings over time. Great customer experiences improve brand reputation.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

OCTOBER 25, 2024

It allows you to see your overall brand health and current reputation standing. ReviewTrackers ) Reviews and ratings, with a share of 42%, are the most popular way customers interact with brands. As a result, customers are more likely to stay loyal to your brand and even advocate for it. It improves a restaurant’s brand image.

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

AUGUST 8, 2023

Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results. In the following sections, I will delve into strategies that not only increase your response rate but also invigorate program engagement and yield more representative results.

Survey 435

Survey Net Promoter Score Customer Service Representative Tips 435