InMoment XI

MAY 31, 2022

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship. Example of a segmented journey map.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

C3Centricity

DECEMBER 10, 2024

Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. This post explores how companies can turn each of these five trendsI added one more that emerged from the more extensive studyinto actionable strategies, supported by practical guidance and real-world examples. The result?

Trends 270

Trends Consumers Strategy Case Study 270

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. For example, an organization might experiment with response times on social media versus email to identify the most effective communication method.

Customer Journeys 342

Customer Journeys Effort Score Omni-Channel Social Media 342

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Hootsuite is one of today’s most widely used social media management platforms. What is Hootsuite? What is Hootsuite?

Social Media 221

Social Media Brands Management Analytics 221

eglobalis

NOVEMBER 3, 2024

For example, a cybersecurity firm might prioritize trustworthiness, transparency, and proactive problem-solving in every client interaction, aligning its CX strategy with these values to build credibility and reinforce its commitment to security.

B2B 510

B2B Culture Innovation Loyalty 510

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. For example, by selling the same product at a lower price, your competitor could convince your customer to try them out. Price-loyal customers love your brand because of your pricing.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 25, 2024

They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. It allows you to see your overall brand health and current reputation standing. As a result, customers are more likely to stay loyal to your brand and even advocate for it.

Feedback 195

Feedback Management Social Media ROI 195

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. The process helps you build a rich dataset that provides insight into customer behavior.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

NOVEMBER 22, 2024

For example, if a specific integration is in popular demand, implementing it can improve retention and satisfaction. It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. It boosts revenue. It’s easy to track, analyze, and visualize.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

JULY 7, 2022

For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it. That is the essence of brand equity. The better your brand equity, theoretically the better your company will perform in sales and public perception.

Brands 369

Brands How To ROI Social Media 369

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. For example, glowing online reviews will likely convince individuals to choose your member-first approach over traditional banking. For example, conflicting information about your hours or address can frustrate potential members.

Management 195

Management Social Media Financial Banking 195

InMoment XI

JANUARY 22, 2025

Were talking the good, the bad, and the ugly hereto keep a brands reputation intact, every review must be evaluated, understood, and (if possible) responded to. Without making an effort to streamline review management across multiple locations, brands risk significant reputational harm, which can hamper or even stall growth.

Management 195

Management Multi-Channel Effort Score Social Media 195

Retently

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. 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. Let’s dive in!

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. For example, by identifying customers likely to churn, you can implement retention strategies before you lose a customer.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 4, 2024

For example, companies cannot post fake positive reviews or purchase them from third parties. Manipulating Social Media Indicators : Purchasing fake social media likes, followers, or views to falsely inflate a company’s reputation is also prohibited.

Policies 195

Policies Social Media Guidelines Financial 195

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%. Analyze feedback from surveys and social media to identify recurring problems.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 of the world’s population who use social media on a daily basis. If you are in the same boat then let’s dive deep into how to leverage social media for feedback collection and what important social media survey questions to ask to gather relevant insights.

Social Media 52

Social Media Survey Customer Engagement Engagement 52

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week.

Social Media 59

Social Media Tools Multi-Channel Guidelines 59

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

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. The most straightforward example is when a customer decides to cancel their subscription. For example, a subscription that ends due to failure to update credit card details.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing.

Customer Experience 414

Customer Experience Social Media Analytics Chatbots 414

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Thematic

FEBRUARY 12, 2025

Is your business on social media? In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation. But here’s the challenge: millions of posts, comments, and reviews flood social media daily. But what is text analytics ?

Social Media 62

Social Media Analytics Analysis Trends 62

BirdEye

JANUARY 24, 2025

Today’s digital world makes social media marketing for hotels essential to their growth strategy. But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration. It's about building real connections and driving strong social media engagement.

Social Media 52

Social Media Hotels Strategy Marketing 52

ECXO

FEBRUARY 3, 2025

Example: A potential customer fills out a form on your website. Example: Imagine a customer buying a piece of software from your company. Example: Imagine reaching out to a company for information about a product. Example: A prospective customer requests a demo of your service. How would you feel?

Sales 247

Sales Customer Experience e-support Examples 247

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 330

B2B Customer Journeys How To Effort Score 330

InMoment XI

MARCH 26, 2024

Learning how to ask for a review can do wonders for your brand. Reviews help build your online reputation, bring added credibility to your company, amplify your search presence, and provide the kind of social proof that’s essential to influencing purchase decisions. Reviews support your brand reputation management strategy.

Examples 195

Examples Brands Strategy How To 195

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. A classic example comes from Amazon.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

InMoment XI

NOVEMBER 5, 2024

For example, it pulled reviews from sites like Yelp, FourSquare, and TripAdvisor. For example, inaccurate data from FourSquare could potentially affect Apple Maps users. For example, if you have a cafe, you can use this feature to showcase new menu items for the fall season.

Connections 195

Connections Software Social Media Analysis 195

InMoment XI

FEBRUARY 3, 2025

With clearer insights into how users in each specific location are responding, brands can target them with ever more personalized marketing. For example, a give us another chance message feels bizarre to happy users but might be just the ticket to regain someone with a negative sentiment.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

InMoment XI

AUGUST 20, 2024

This involves online reputation management practices such as managing platforms such as review sites, legal directories, and social media. It involves managing the firm’s brand, and ensuring that the public, clients, and the media perceive the firm as a trustworthy and competent entity.

Management 369

Management Social Media Report Industry 369

InMoment XI

OCTOBER 17, 2024

With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation. For instance, a customer satisfaction survey presents a list of specific questions to customers to gauge their satisfaction levels with your brand.

Feedback 195

Feedback Effort Score Survey Customers 195

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. Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. What is Customer Journey Mapping?

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

FEBRUARY 1, 2022

Even worse, it can even cause over-surveyed customers to have a negative perception of your brand. . These customers much preferred methods like Microsurveys , as well as social media and review sites. Branded chatbots are also growing in popularity. For example, are you striving to increase market share?

Survey 396

Survey Customer Experience Social Media Data 396

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

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

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback. Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365