InMoment XI

JULY 20, 2022

Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience. Check out these must-read articles!

Brands 370

Brands B2C B2B Financial 370

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 Loyalty Retail Competitive Advantage 370

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

SEPTEMBER 14, 2020

Denyse Drummond-Dunn · Is the future of retail in the stars? Will the future of retail be without physical outlets? Like many CPG companies, they were considering online retailing. Like many CPG companies, they were considering online retailing. So are retail outlets really essential for every category?

Retail 213

Retail Trends Apparel Transportation 213

InMoment XI

JANUARY 20, 2024

Retail is one industry that’s experiencing major disruption. Retailers have no shortage of data, but they often struggle to make sense of disparate sets – much less identify ways to leverage that data to optimize the customer experience. What’s more, they expect a brand to keep pace as their needs and preferences evolve over time.

Retail 195

Retail Customer Experience Social Media Chatbots 195

InMoment XI

MAY 2, 2024

It can be argued that reputation management for retail companies is more important than it is in any other industry. Whether you are a local shop, regional staple, or nationwide brand, reputation management is one of the most important marketing strategies you need to master to ensure brand success.

Retail 195

Retail Customer Retention Strategy Management 195

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

IntouchInsight

JULY 16, 2024

Curious to learn h ow Intouch Insight's data collection and analysis solutions helped a global CPG company gain actionable insights into the effectiveness of retail merchandising across various customer purchasing channels at thousands of North American locations?

Retail 156

Retail Brands Analysis Data 156

InMoment XI

MAY 3, 2024

In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives. Fueling Brand Love In today’s hypercompetitive market, brand love is the ultimate currency. Foot Locker understands this implicitly, which is why they invest heavily in monitoring brand health and market share.

Retail 195

Retail Return on Investment ROI Analysis 195

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 235

Brands Retail Consumers Innovation 235

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

FEBRUARY 15, 2022

In 2022, modern retailers will face many challenges as the industry continues to recover from the global pandemic. During the unpredictable lockdown, retail brands were forced to transform their in-person experiences to digital ones. Simply removing checkout lines can save retail stores over $37.7

Retail 195

Retail Consumers Social Media eBook 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

Retently

OCTOBER 11, 2024

Retently as a Top QA Tool for Ecommerce and Retail 2. With real-time monitoring and automated quality checks, these tools help brands quickly spot and fix issues, enhancing overall customer support. With Retently, brands can stay ahead of client expectations and drive meaningful improvements to their customer service operations.

Ecommerce 153

Ecommerce Retail Software Customer Service 153

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

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

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

Lumoa

AUGUST 5, 2022

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences. First Off, What Exactly Is Going On?

Retail 195

Retail Feedback Trends Consumers 195

BirdEye

NOVEMBER 15, 2023

When shoppers express their love for your brand online, they’re not just speaking to friends; they’re announcing to the world that you are the best in the business. In this blog, we’ve shared the ultimate list of retail review sites that will boost brand awareness and fuel business growth. Let’s dive in.

Retail 111

Retail Brands Consumers Case Study 111

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 445

e-support Innovation Customer Centricity Loyalty 445

InMoment XI

DECEMBER 13, 2021

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services.

Analytics 370

Analytics Data Marketing Customer Journeys 370

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 139

Ecommerce Survey Retail NPS 139

Beyond Philosophy

JULY 7, 2022

It’s about brick-and-mortar retail because, after the pandemic, physical retail is bouncing back as people want a real-life experience after the lockdowns and other events. How can these retailers benefit from the new technologies? How can these retailers benefit from the new technologies?

Retail 160

Retail Online Experience Case Study Interaction 160

ECXO

MAY 15, 2023

The report notes that 82% of brands believe that winning at customer experience is directly linked to the ability to capture and analyze real-time data. Complete control enhances trust between brands and consumers and improves engagement and business metrics. Focusing on first-party data (i.e.,

Tips 400

Tips Net Promoter Score Advertising Customer Journeys 400

InMoment XI

JUNE 7, 2022

They provide what many customers crave most: an easy-to-access platform they can use to voice their thoughts and opinions about a brand. Transactional surveys can be used to gauge many touchpoints , but the one they’re typically associated with (and the one they’re named for) is a key part of the brand experience: the sale.

Survey 368

Survey Call Center Touchpoint Call Center Experience 368

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

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

SEPTEMBER 13, 2022

We at InMoment have had the pleasure of working with some of the world’s greatest brands—and one brand that definitely stands out on that list is global footwear retailer, Foot Locker. Social media and social care have been a massive opportunity for the legendary footwear retailer.

Innovation 370

Innovation Sports Tips Video 370

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

Lumoa

OCTOBER 20, 2022

For example, if you own a retail store, you know it’s much easier (and cheaper) to keep existing customers than to find new ones. A Good CX Shows What Your Brand Is About. Another reason customer experience is so important is that it can help improve your brand’s perception.

Customer Experience 286

Customer Experience Banking Customer Retention Customer Satisfaction 286

InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. The customers – what they take away from all their encounters with your brand, the signals they are looking for, and what they expect?

Healthcare 447

Healthcare Culture Travel Study 447

Alida

JULY 12, 2022

lululemon is a Canadian athletic apparel retailer with massive global appeal that creates high-performance athletic apparel and accessories through a human-led design approach. This customer-centricity has led the brand to consistently look for new ways to ensure they are supporting their guests (customers) and their community.

Apparel 237

Apparel Customer Experience Retail Customer Centricity 237

Retently

AUGUST 12, 2024

If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. In this guide, we’ll walk you through the best NPS software for Ecommerce and Retail so you can pick the one that’s right for you and start making those customers smile! But how do you measure that happiness?

Ecommerce 78

Ecommerce NPS Retail Software 78

InMoment XI

OCTOBER 5, 2022

Anytime you enter a retail store or dine at a restaurant, we bet you have some very definite expectations, one of which is to have a pleasant interaction with the staff. And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen.

How To 370

How To Feedback Strategy Customer Centricity 370