InMoment XI

MAY 14, 2022

In what ways do your favorite brands help create your personal brand? So, Why Do Customers Choose Their Favorite Brands? This connection between consumer and brand is much deeper and more meaningful than a singular experience; therefore, it has a greater potential impact on long-term loyalty, advocacy, and value.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

InMoment XI

AUGUST 3, 2022

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon. How We Got Here. That advice sounds obvious enough, right? Trajectory Takeoff.

Employee Experience 418

Employee Experience Brands Roadmap Culture 418

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 109

Ecommerce Survey Retail NPS 109

eglobalis

FEBRUARY 3, 2025

For instance, a retail client of Oracle improved its Net Promoter Score (NPS) by 15% by addressing negative sentiment identified through AI analysis. Your company can use sentiment analysis to monitor social media, reviews, and customer feedback, enabling you to address concerns and improve brand perception.

B2B 371

B2B Customer Journeys Customer Experience Chatbots 371

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. trillion by 2027, representing an all-time high of over 20% of all retail sales.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

QuestionPro Audience

AUGUST 31, 2017

For that reason, consumer-facing companies find it essential to have some type of customer loyalty program. But with so many different loyalty programs out there, how do you know which one is best for you (and your customers!)? Consider these different points as you search for the things you want in a perfect customer loyalty program.

Loyalty Programs 262

Loyalty Programs Loyalty Customers Resources 262

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

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

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

C3Centricity

MAY 12, 2024

Here are twenty ways to get started, together with best-in-class examples, but I’d love to hear how you delight your own customers and turn satisfaction into loyalty. It’s about creating an unforgettable positive experience that fosters loyalty and word-of-mouth promotion. I know I have!

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve. Apple: Apple’s brand loyalty is legendary.

e-support 497

e-support Innovation Customer Centricity Loyalty 497

C3Centricity

JANUARY 18, 2020

How do you know when you have too many variants in your brand portfolio? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.” consumer #brand #Marketing Click To Tweet. CORPORATIONS ARE BRANDS TOO! That’s great news for marketers, less so for brands.

Brands 320

Brands Retail Consumers Innovation 320

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. It enables you to boost your brand reputation.

Banking 195

Banking Customer Experience Effort Score Financial 195

Retently

NOVEMBER 13, 2024

This is why Customer Experience has become the heart of online retail success. One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). What once seemed like futuristic tech is now becoming a must-have for online retailers looking to stand out and provide a top-notch customer experience.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. According to research, 95% of consumers believe customer experience is the key to brand loyalty. We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

InMoment XI

JULY 14, 2022

A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspective that helped them focus on forwarding progression throughout the pandemic. The brand leveraged InMoment’s Explore and Coach tools to sort feedback at the highest-performing locations. The Context. The Impact.

Feedback 397

Feedback Effort Score Retail Metrics 397

InMoment XI

MAY 3, 2024

In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives. FLX Membership Programme Data: Analysis of member behaviour and preferences to enhance loyalty programme offerings. Elevating Acquisition and Retention Central to Foot Locker’s CX strategy is its loyalty programme, FLX.

Retail 195

Retail Return on Investment ROI Analysis 195

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 195

Retail Customer Experience Effort Score Social Media 195

C3Centricity

NOVEMBER 12, 2024

Lego sustains relevance and loyalty by embedding customer voices into its product strategy, proving how customer-centric thinking can drive long-term success. By acknowledging areas for improvement and committing to sustainability, Patagonia has built one of the most trusted brands globally. Source: Retail Dive. Source: Forbes.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

InMoment XI

DECEMBER 5, 2024

Attracting New Members Member Loyalty Competitive Advantage Crisis Management Credit unions are member-driven financial cooperatives. Member Loyalty Existing members are more likely to remain loyal to a credit union they trust. Credit union reputation management offers a competitive edge by boosting member trust and loyalty.

Management 195

Management Social Media Financial Banking 195

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 195

Net Promoter Score NPS Retail Trends 195

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

Retently

NOVEMBER 27, 2024

Building Customer Loyalty for Retention 6. 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. Expanding Revenue Channels 4.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Interactions

NOVEMBER 11, 2024

We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market. The Modern CX Landscape For retail, the stakes are incredibly high. From my perspective, meeting these demands requires brands to be both agile and innovative.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. Net Promoter Score (NPS) If a customer is loyal to your brand, they have likely had a positive experience with your call center, too. The Net Promoter Score (NPS) metric measures loyalty by asking customers how likely they are to recommend your business to others.

Call Center 195

Call Center Metrics Self Service Effort Score 195

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 247

Sales Customer Experience e-support Examples 247

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Some of this activity could be relevant to your brand and industry. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Tools 195

Tools Social Media Customer Experience Analysis 195

C3Centricity

JUNE 5, 2019

Their brands have not performed as well as they had hoped this year and they are looking for a solution – fast! In particular, they have all said that one or more of their brands is stable – to be polite – and that they want to reverse the trend. How to Stop a Declining Brand. Emotional, subjective benefits.

Brands 235

Brands Social Media Advertising Measurement 235

ECXO

OCTOBER 23, 2024

Customers feel heard, understood, and supported, leading to increased satisfaction and loyalty. For example, a retail organization can use AI to send personalized product suggestions based on a customer’s previous purchases or browsing history. The post Customer Service + AI = Customer Success 3.0

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

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. online adults shop more with retailers that offer consistent customer service both online and offline. American Express ). Forrester ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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

FEBRUARY 12, 2025

For retail businesses with brick-and-mortar stores, customer reviews are one of the most effective ways to increase traffic and drive offline sales. How to Utilize Reviews to Drive In-Store Foot Traffic Now that you know the value of reviews in retail, how do you use them to drive traffic to your physical store?

Tips 221

Tips Feedback Retail Social Media 221

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

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. For that customer, your brand isnt just another apparel warehouseyoure their fashion consultant, style authority, and default choice for wardrobe-building.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Optimove

DECEMBER 19, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Retail marketers can learn that leveraging personalized, data-driven marketing maximizes engagement, new customer acquisition, and significantly boosts sales during these critical periods.

Retail 59

Retail Lifetime Customer Customer Centricity Loyalty 59

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