eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. The Limitations of Traditional Customer Surveys For decades, companies have relied on periodic surveys like NPS and CSAT to gauge customer satisfaction and loyalty. Real-world deployments show the impact.

Survey 326

Survey Banking NPS Effort Score 326

InMoment XI

DECEMBER 5, 2024

This is true for financial institutions in general, with almost 90% of consumers using online reviews to make banking decisions. Attracting New Members Member Loyalty Competitive Advantage Crisis Management Credit unions are member-driven financial cooperatives. Stronger customer loyalty due to increased member satisfaction.

Management 195

Management Social Media Financial Banking 195

InMoment XI

JUNE 28, 2022

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. Use Case #2: Preventing Churn. Use Case #3: Combining CX and EX.

Financial 221

Financial Brands Customer Experience eBook 221

InMoment XI

MAY 17, 2024

Maintaining customer loyalty has become increasingly challenging in today’s digital-first environment. In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX) were discussed.

Loyalty 195

Loyalty Brands Net Promoter Score Omni-Channel 195

InMoment XI

DECEMBER 10, 2024

The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities. It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

FEBRUARY 3, 2025

Example: A financial services company using Google Dialogflow reduced its average response time from 12 hours to 2 hours, resulting in a 20% increase in customer satisfaction scores. Your company can use sentiment analysis to monitor social media, reviews, and customer feedback, enabling you to address concerns and improve brand perception.

B2B 391

B2B Customer Journeys Customer Experience Chatbots 391

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. One approach is identifying value pools or key leverage points where better experience will yield financial returns. Finally, the strategy must remain flexible.

B2B 339

B2B Customer Journeys How To Effort Score 339

CloudCherry

SEPTEMBER 19, 2018

Let’s take a look at why measuring your CEM program’s financial returns is important, and how to actually measure your ROI to give your organization a clear picture of what CEM can do for the business. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. That being said, proving CX’s financial gains can be difficult to do.

ROI 256

ROI Financial CEM Metrics 256

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. of their share of deposits.

Financial 245

Financial Trends Self Service Customer Experience 245

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

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Big brands—ones with significant human and financial resources—remain ahead of the game.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage.

Leadership 238

Leadership B2B B2C Effort Score 238

InMoment XI

OCTOBER 30, 2024

They expect personalized financial advice and a smooth application process to build trust. Here are a few key reasons why it’s important for companies to embrace a customer-centric approach: It enhances customer retention and loyalty. Customers who feel valued are more inclined to renew policies and become loyal brand advocates.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

NOVEMBER 4, 2024

It’s essential for businesses to understand the FTC’s guidelines and why adhering to them is not only a legal obligation but also a pathway to building sustainable trust and customer loyalty. But for companies, the real damage can go beyond financial penalties—violations can severely erode customer trust and damage long-term brand reputation.

Policies 195

Policies Social Media Guidelines Financial 195

InMoment XI

APRIL 25, 2024

Did you know that over half of financial services consumers say they have low trust in their provider? And, of those consumers, only 34% of them would recommend their brand to friends and family. Financial services providers are tasked with a unique challenge. Why Reputation Management Matters in the Financial Service Industry?

Financial 195

Financial Management Banking Insurance 195

CloudCherry

SEPTEMBER 19, 2018

Let’s take a look at why measuring your CEM program’s financial returns is important, and how to actually measure your ROI to give your organization a clear picture of what CEM can do for the business. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. That being said, proving CX’s financial gains can be difficult to do.

ROI 225

ROI Financial CEM Metrics 225

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? Here are the main takeaways.

Financial 195

Financial Metrics Loyalty Customer Service Representative 195

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Profitability fuels sustainability: Without healthy financials, even the most customer-centric company wont last. Reward Loyalty What to Do: Create loyalty programs that incentivize repeat purchases.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 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. By understanding customer motivations, your business can make decisions that lead to higher customer satisfaction , loyalty, and profitability.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

CSM Magazine

DECEMBER 24, 2024

Customer retention is a critical factor in driving long-term financial growth for any business. This guide explores seven key ways in which customer retention directly impacts a companys financial success. This financial stability supports long-term growth, helping businesses innovate, expand, and improve products or services.

Customer Retention 52

Customer Retention Financial Competitive Advantage Loyalty 52

InMoment XI

NOVEMBER 7, 2024

This allows your brand to keep up with customer expectations 24/7. At scale, this will improve your overall satisfaction and customer loyalty. Financial Services: Proactive notifications alert customers to unusual account activity or personalized tips to improve financial wellness.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

AUGUST 12, 2024

An excellent example is the financial technology company Plaid, which simplifies the connection between consumers and financial services. Plaid’s success lies in its deep understanding of customer behavior and its ability to design interfaces that simplify complex financial transactions. billion in the same period.

User Experience 395

User Experience Case Study Financial e-support 395

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 Consumers 52

InMoment XI

MARCH 1, 2023

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. Consumer Duty Principle, proposed by FCA , is a significant new legislation for the UK Financial Services sector.

Financial 195

Financial Consumers Customer Centricity Meeting 195

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Let’s dive in! What’s driving this growth?

Ecommerce 144

Ecommerce Retail Social Media Technology 144

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

JULY 14, 2022

And while they faced an immense challenge, the retail leader also saw an opportunity to emerge into a post-COVID world equipped with reliable data that would revitalize its customer experience, improve customer retention, and solidify brand loyalty. That’s when they turned to their team at InMoment. The Impact.

Feedback 397

Feedback Effort Score Retail Metrics 397

SurveySensum

NOVEMBER 1, 2024

Loyalty is a brand.” — Shep Hyken. Brands that excel in cultivating loyalty experience 2.5X Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand. What is Brand Loyalty?

Loyalty 52

Loyalty Customer relationships Brands Sales 52

InMoment XI

NOVEMBER 19, 2024

Contact Centers In customer service, contact center AI hallucinations can damage brand credibility. Finance In the financial sector, where precision is crucial, AI hallucinations can be costly. While AI systems can help crunch numbers, they can also hurt financial services reputation management efforts.

Contact Center 195

Contact Center Healthcare Training Financial 195

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

eglobalis

JUNE 27, 2024

Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. The discrepancy between what is promised and what is delivered can deeply impact brands negatively. Customer surveys remain fundamental for gathering direct feedback.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

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. It boosts customer trust and loyalty. 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

MAY 18, 2022

Within that context, friction refers to points in the brand experience that can have a long-term impact on customers’ relationship with a business. Friction may even cause some customers to quit a brand altogether. Brands can achieve this understanding by mapping out a few of their most important customer journeys.

Customer Journeys 397

Customer Journeys How To Touchpoint Infographics 397

Customer Bliss

MARCH 18, 2020

Knowing and understanding that these are the worrisome issues for the people of your company, even if you cannot address all of them financially…address them emotionally and in communication. For example, many tech companies are stepping up to address the swiftly changing lifestyle and financial impacts of a sequestered life.

Financial 215

Financial Healthcare Policies Hospitality 215

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more. How can brands meet their needs?

Trends 370

Trends Measurement Customer Experience Entertainment 370

InMoment XI

NOVEMBER 28, 2022

Yes, more companies and brands are trying to shift the customer service experience to a self-serve one, where the person needing support can find their own answers via the company’s internet site, user forums, or at worst a chat session. Fewer issues, fewer calls, happier customers, better financial outcomes.

Customer Experience 370

Customer Experience Call Center First Call Resolution Chatbots 370