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

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . The article states that customer delight (in other words, exceeding expectations) won’t bring customers back to your brand. Finding no.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . Expert #2: : Jess Gill, Chief Customer Officer at Craveable Brands (Oporto, Chicken Treat, Red Rooster).

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

ECXO

FEBRUARY 3, 2025

Impact: Negative reviews harm a brands reputation, driving away potential leads before they even reach your sales funnel. Increased Customer Churn Customer loyalty is built on trust, and reactive sales processes often fail to nurture that trust. A damaged relationship that could have turned into long-term loyalty.

Sales 263

Sales Customer Experience e-support Examples 263

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

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. This helps to ensure customer satisfaction and builds long-term customer loyalty. Why is NPS ® going up or down?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 30, 2024

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. It gives insurance brands a leg-up on the competition. It enhances operational efficiency.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 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

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

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Temkin Group ). Temkin Group ). 32% of all customers would stop doing business with a brand they loved after one bad experience. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

APRIL 6, 2022

Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. They’ll still be weighing options and researching what suits them best, but this stage is a great place to use content to showcase your brand. Wondering how to get started?

Customer Journeys 387

Customer Journeys Touchpoint Customers Loyalty 387

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Great customer experiences foster loyalty. Great customer experiences help your brand achieve differentiation.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

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

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. A customer journey map visualizes all touch points between the customer and the organization, from customer research on the product to first contact with the company to building customer loyalty.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 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. Looking for a few real life examples of how brands have done this?

Financial 221

Financial Brands Customer Experience eBook 221

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members. The data is clear—loyalty pays… but it is often harder to achieve than it looks.

Loyalty Programs 177

Loyalty Programs Loyalty Rewards Programs Social Media 177

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? How can brands stand out?

Customer Experience Design 363

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 363

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. And once you have their attention, every step in their journey can deepen their loyalty or cause them to look elsewhere. Customer personas represent customers in groups of shared attributes.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

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

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

eglobalis

JANUARY 28, 2025

This event also marked the 15-16th anniversary of Paul’s and Brent’s groundbreaking CRM Playaz program (vlogcast) , a milestone worth celebrating with an amazing group of high achievers, executives, thought leaders, and great companies such as Oracle, Salesforce, and Zoho CRM, Zoom , among others.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

C3Centricity

SEPTEMBER 17, 2024

CPG leaders (Consumer Goods Companies) understand that delivering exceptional consumer experiences is crucial for distinguishing their brands. This strategy is particularly vital for CPG companies given the direct impact on consumer choices and brand loyalty. times faster than industry peers.

Loyalty 156

Loyalty Strategy Social Media Analytics 156

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

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

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 146

Ecommerce Retail Social Media Technology 146

ECXO

JUNE 9, 2024

Employees feel valued and understood, which can significantly boost morale and loyalty. The Customer Experience: Listening Your Way to Loyalty Now, let’s redirect our attention to the other side of the equation: the customers. This loyalty and trust can turn one-time buyers into lifelong advocates for your brand.

Customer Experience 374

Customer Experience Exercises Innovation Leadership 374

ECXO

APRIL 10, 2024

In customer experience, a ‘quantum leap’ could refer to a sudden, dramatic improvement in customer satisfaction or loyalty due to changes in business strategies or practices. This quantum-inspired approach can lead to stronger customer relationships, increased loyalty, and a competitive edge in the market.

Connections 334

Connections Customer Experience Social Media Analysis 334

Experience Investigators by 360Connext

JUNE 22, 2021

The relationship between a brand and its customers is like any other relationship. There is often a love story in the beginning, and then throughout the relationship the love and even loyalty can wane and drift. These are customers who are not happy or just “meh” about what your brand does for them. That’s human nature. .

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Lumoa

FEBRUARY 7, 2023

By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image. Customize your brand to better align with your customers’ needs. Examples of VoC There are so many different ways customers can share information about what they want.

Analysis 396

Analysis Data How To Customer Centricity 396

Retently

JANUARY 13, 2025

CES helps you understand if youre delivering on that promise of ease, which directly impacts loyalty and long-term growth. Reducing effort directly boosts satisfaction, loyalty, and repeat business. NPS looks at loyalty. Make their lives easier, and theyll reward you with loyalty. Low scores? CSAT measures satisfaction.

Measurement 117

Measurement Tools Effort Score Multi-Channel 117

Kayako

MARCH 21, 2022

Investments in customer service can boost brand loyalty and revenue growth. One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. Brands with the most unhappy customers posted a paltry 3% growth over the same period. Live Chat and Voice Support.

Customer Service 296

Customer Service Social Media Ecommerce Competitive Advantage 296

Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 110

Ecommerce Survey Retail NPS 110

C3Centricity

MAY 1, 2021

And targeting the biggest group is not often the best strategy. Your brand needs to appeal to a group of customers who are looking for the solution you are offering. Once you are satisfied with your results, you can always go after secondary target groups. Well, if you try to please everyone you end up delighting no-one.

How To 244

How To Groups Customer Centricity Analysis 244

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

Lumoa

NOVEMBER 8, 2018

Use an NPS survey to track customer loyalty over time, send out CES surveys to understand how easy it is for customers to get the support they need or distribute CSAT surveys to understand how satisfied customers are after key touchpoints in the customer journey. NPS is often used to rate a brand, service or product in general.

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405