The DiJulius Group

MARCH 23, 2025

The Customer Revolt / Two CX Legendary Brands Struggling / In Search of Greatness / Undercover Customer A weakening economy exposes companies with lousy customer service What do the following companies have in common: TGI Fridays, Red Lobster, JOANN Fabric, Spirit Airlines, Big Lots, Hooters, and Forever 21?

Brands 92

Brands Airlines Groups Customers 92

InMoment XI

MARCH 26, 2025

Improved Data Quality and Accuracy One reason brands go for longer surveys is data quantity. Enhanced Customer Experience and Brand Perception Survey fatigue doesnt just affect data qualityit can even damage your brand by harming the customer experience. Not so fast: More data is good, but only if its good data.

Survey 195

Survey Abandon Rate How To Customers 195

InMoment XI

APRIL 22, 2025

People are unpredictable, and what resonates with one group might fall flat with another. Example: A brand tests two versions of a customer onboarding flow. Armed with this insight, the brand simplifies the experience in the next test to boost satisfaction. You cant fully predict customer behavior from day one.

Chatbots 195

Chatbots Net Promoter Score Self Service Social Media 195

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. Open-ended questions can be used in surveys, customer interviews, and focus groups. Cohort Analysis Cohort analysis tracks the behaviors of customers who have been grouped together into cohorts.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

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. To make the experience seamless, all these groups must coordinate their efforts.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

DECEMBER 11, 2024

Experimentation can help determine the most effective methods for gathering and utilizing feedback, such as surveys, focus groups or social media monitoring. Feedback Integration Collecting and acting on customer feedback is essential for continuous improvement in CX.

Customer Journeys 370

Customer Journeys Effort Score Omni-Channel Social Media 370

C3Centricity

JANUARY 25, 2025

As Laurie Buczek, Group Vice President, Executives Insights and Leadership Services at IDC said when launching their latest FutureScape report: Marketings future is represented by AI-fueled transformation. Failure #1: The Single-Tool Trap Most CPG brands fall into what McKinsey terms “point-solution paralysis.”

Marketing 156

Marketing Strategy How To Analytics 156

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. Day-in-the-Life Purpose: The day-in-the-life customer journey map takes a broader view of the customer’s life beyond their interactions with your brand. What is Customer Journey Mapping?

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

CSM Magazine

MARCH 27, 2025

Sabio Group , the digital customer experience (CX) transformation specialist and expert services partner, today announced a significant new cloud migration project with Essent N.V., A key strategic benefit of this migration will be the consolidation of different solutions within the Essent Group into a single live channel management solution.

Groups 52

Groups Customer Experience Exceptional Customer Service Omni-Channel 52

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

CSM Magazine

MARCH 25, 2025

Sabio Group today announced the expansion of its acclaimed ‘ Disrupt ‘ programme across Europe for 2025, taking its digital customer experience (CX) transformation event to three major European cities. Sabio is also looking at extending its programme even further with more European locations currently being assessed.

Groups 52

Groups Case Study Innovation Technology 52

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

InMoment XI

NOVEMBER 7, 2024

Segmentation Segmentation in customer experience automation leverages customer data to group customers by behavior, preferences, or demographics. This allows your brand to keep up with customer expectations 24/7. Customer segments help you organize your customers into meaningful groups for targeted interactions.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

APRIL 17, 2025

Survey incentives do encourage some people to offer feedback, which could mean more responses and diverse insights for your brand. Unequal rewards can introduce bias and reduce trust, not only affecting the reliability of responses but also impacting customers relationships with your brand.

Survey 195

Survey Customer Engagement Engagement Feedback 195

InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates. This is advanced EX, some might even say it is revolutionary!

Company 397

Company B2C Employee Experience Culture 397

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand. It’s a long journey built on many, many moments, and some are more important than others.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

BirdEye

MARCH 27, 2025

Your Instagram username is more than just a handleits your brands digital first impression. Yet many businesses overlook this step and choose usernames that are hard to remember, unsearchable on social media platforms, or dont align with their brand identity. Looking for Instagram username ideas?

Brands 52

Brands Tips Social Media Examples 52

InMoment XI

FEBRUARY 28, 2022

Whereas the directive approach we talked about earlier is great for brands whose regional operations are more or less the same, the consensus-based style is ideal for organizations whose regional teams work in much more varied conditions. The heavy lifting, the action-taking , is left to groups and individuals outside of that team.

Government 418

Government Customer Experience Infographics Groups 418

InMoment XI

OCTOBER 30, 2024

Customers who feel valued are more inclined to renew policies and become loyal brand advocates. It gives insurance brands a leg-up on the competition. It boosts the insurer’s brand reputation. As a result, good customer experiences enhance an insurer’s brand reputation management efforts. Streamline workflows.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

JULY 13, 2022

Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. First, you ask your customers a simple question: “On a scale of 0-10, how likely is it that you would recommend my brand/product/service to a friend or colleague?”. Don’t ignore this group of customers.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

InMoment XI

NOVEMBER 4, 2024

But for companies, the real damage can go beyond financial penalties—violations can severely erode customer trust and damage long-term brand reputation. While the monetary fines imposed by the FTC are significant, the long-term damage to customer relationships and brand loyalty is much more alarming. National Strategic Group.

Policies 195

Policies Social Media Guidelines Financial 195

The DiJulius Group

FEBRUARY 17, 2025

Shocking CX Statistics / Fast is No Longer a Luxury in Customer Experience / Do the top CX Brands Outperform their competition? Our New CXO Academy Graduates Do Top CX Brands Outperform Competitors and the Stock Market?

Brands 67

Brands Groups Customer Experience Marketing 67

Lumoa

FEBRUARY 9, 2023

Both groups of technologies can be utilized to make analytics more actionable. Brand experience is a very close concept to customer experience, except the latter, refers to how customers reflect on your company. “It’s the perception the customer has of your brand.” Why is NPS ® going up or down?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

APRIL 28, 2022

Market research provides the mapping tools you can use to chart your business landscape, understand its various features, and more importantly, get to know the groups and audiences that populate it. . There are many experience vendors out there whose approach revolves around two audience groups: new customers and existing customers.

Marketing 370

Marketing Social Media Trends Groups 370

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. In this stage, you have the opportunity to set up a strong foundation for your program; a strategy that aligns with the overall business values, financial objectives, and brand promises.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. Loyal customers are also more likely to recommend the business to others.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Comm100

FEBRUARY 19, 2021

Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting yet far-reaching flurry of complaints. . Consumers everywhere are facing challenges every day, and they expect their brands to understand and empathize with this.

Customer Experience 334

Customer Experience Consumers Study Brands 334

ECXO

FEBRUARY 3, 2025

Impact: Negative reviews harm a brands reputation, driving away potential leads before they even reach your sales funnel. It Creates Brand Advocates Customers who have consistently positive experiences dont just stay loyalthey become advocates for your brand. Actions You Can Take: Address customers by name in emails and calls.

Sales 263

Sales Customer Experience e-support Examples 263

BlueOcean

OCTOBER 21, 2024

You have to assume that if that customer had a positive experience – both with your product/service and with your customer service team – they would have continued to buy from you and recommend your brand to others. While companies are increasingly tracking customer lifetime value (LTV), the accuracy of the key metric still often falls short.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

InMoment XI

SEPTEMBER 28, 2022

In my role at InMoment, I work with brands to generate and evaluate ideas to attract new customers, delight existing customers and identify strategic initiatives. In 2021, the Wall Street Journal ran an article titled, “Why Companies Shouldn’t Give Up on Focus Groups.”

Customer Journeys 418

Customer Journeys Customer Experience Exercises Consulting 418

Experience Investigators by 360Connext

JANUARY 7, 2025

A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation. Customer personas represent customers in groups of shared attributes. Of course, these wont happen overnight. Its the first step in bringing your CX Vision Statement to life.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

SEPTEMBER 6, 2022

From detailed surveys to intensive focus groups, primary research allows you to directly examine, explore, and record how your audience responds to or feels about certain subjects. All the researcher does is observe and record how the target group or person reacts or responds. Focus Groups. Research Services & Data Analysis.

Groups 370

Groups Survey Analysis Data 370

Experience Investigators by 360Connext

APRIL 14, 2020

Consider how you can use a journey map to understand how your customers experience your brand: To find points of friction for your customers so that you can reduce the effort for them. What are her concerns beyond your brand? Are there user forums or online communities where they gather, with or without your brand?

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Why It Works: Personalization makes customers feel understood, increasing their likelihood of repeat purchases and brand loyalty. Segment your audience based on behavior, demographics, and preferences.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

JANUARY 22, 2025

Especially for enterprise grocery businesses, overall SEO focuses on brand-wide goals, such as brand awareness, prestige, and dominance in specific search categories. Brands can control most of the content that appears in their GBPs, but keeping everything accurate, visually pleasing, and search-optimized is difficult at scale.

How To 195

How To Social Media Software ROI 195