InMoment XI

DECEMBER 3, 2021

Whether it’s how quickly news travels via social media or how to have conversations with marginalised communities, the sheer myriad of variables for brands to consider can seem overwhelming. No matter where your brand is on its Inclusion journey, some amount of mistakes and missteps are, unfortunately, to be expected.

Brands 370

Brands Social Media Travel Groups 370

InMoment XI

OCTOBER 25, 2024

They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. It allows you to see your overall brand health and current reputation standing. 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

C3Centricity

DECEMBER 10, 2024

Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. McKinsey ) Over 90% of consumers are more likely to shop with brands that provide relevant offers and recommendations. Consumers seek brands that can make the digital experience feel human, immediate, and relevant.

Trends 270

Trends Consumers Strategy Case Study 270

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. We suggest Microsurveys , social media and review sites, and live chat to gain the intelligence you need to compete for Gen Z’s loyalty.

Employee Experience 397

Employee Experience Customer Experience Brands Social Media 397

eglobalis

JANUARY 13, 2025

AI tools like Salesforces Service Cloud enable agents to manage inquiries from email, social media, and live chat within a unified interface, reducing fragmentation. A European retail chain leveraged this integration to respond to social media complaints within minutes, resulting in a 20% increase in customer retention.

Customer Experience 411

Customer Experience Marketing Chatbots e-support 411

InMoment XI

OCTOBER 29, 2024

In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Price-loyal customers love your brand because of your pricing. Truly loyal customers love your brand in every sense. A loyal customer is a valuable asset to your business.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Thematic

OCTOBER 30, 2024

54% of social media users use these platforms for product research. Negative tweets or scathing Tiktok reviews can literally make or break a brand. And that’s where social media sentiment analysis comes in. AI analytics tools allow you to rapidly analyze thousands of posts from social media channels.

Social Media 62

Social Media Analysis Tools Multi-Channel 62

eglobalis

DECEMBER 11, 2024

For example, an organization might experiment with response times on social media versus email to identify the most effective communication method. Experimentation can help determine the most effective methods for gathering and utilizing feedback, such as surveys, focus groups or social media monitoring.

Customer Journeys 356

Customer Journeys Effort Score Omni-Channel Social Media 356

InMoment XI

MARCH 21, 2022

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. Additionally, brands have not figured out how to tap into 85% of data—the unstructured kind—so they miss out on the bigger picture. To learn more, check out Graham’s full CX webinar designed just for utilities brands.

Brands 397

Brands Roadmap Strategy Social Media 397

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

eglobalis

FEBRUARY 3, 2025

Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews. Your company can use sentiment analysis to monitor social media, reviews, and customer feedback, enabling you to address concerns and improve brand perception.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

InMoment XI

JULY 7, 2022

For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it. That is the essence of brand equity. The better your brand equity, theoretically the better your company will perform in sales and public perception.

Brands 369

Brands How To ROI Social Media 369

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

InMoment XI

APRIL 3, 2025

The Rise of the Experience Economy Brands are recognizing that the quality of experiences significantly influences customer choices, so making experience-led engagement a crucial differentiator is a priority. But how exactly are businesses making this transition? Surveys alone no longer suffice.

Culture 195

Culture Social Media Loyalty Government 195

InMoment XI

JULY 5, 2022

With this goal in mind, InMoment gathered the three most important steps quick service restaurants can take to achieve better guest experiences in our new eBook, “How Food Services Brands Can Evolve Guest Experience Programs.” How do I understand the overall experience guests are having with my brand?

Guest Experience 370

Guest Experience Brands eBook Multi-Channel 370

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? These tools are essential for understanding how your customers are talking about your brand.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

NOVEMBER 22, 2024

It enhances brand reputation and lead generation. This feedback supports brand reputation management efforts, attracting high-quality prospects. A high rate indicates strong engagement with your product and loyalty to your brand. You can share updates through in-app notifications or even social media posts.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Brandwatch CX

APRIL 1, 2025

Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. Social customer service costs around $1 per interaction , six times cheaper than phone support costs. The reality is majority of brands are failing to respond in anywhere near this timeframe.

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

InMoment XI

JANUARY 22, 2025

In the broader retail industry, some stores and brands rely on local traffic more than others. driving across town only to find the supermarket doors locked) can damage your brands reputation and even sever a customer relationship. This is especially important for supermarkets.

Software 195

Software Management Social Media Multi-Channel 195

InMoment XI

DECEMBER 5, 2024

The online space, especially in the form of social media and review sites, amplifies public opinion. Competitive edge over financial institutions as a result of consistently high member satisfaction leading to positive brand image. As a result, their success relies on the trust their members place in them.

Management 195

Management Social Media Financial Banking 195

InMoment XI

NOVEMBER 4, 2024

Manipulating Social Media Indicators : Purchasing fake social media likes, followers, or views to falsely inflate a company’s reputation is also prohibited. 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

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Its tools track customer sentiment, monitor brand mentions, and provide detailed analytics across various channels.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Thematic

FEBRUARY 12, 2025

Is your business on social media? In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation. But here’s the challenge: millions of posts, comments, and reviews flood social media daily. But what is text analytics ?

Social Media 62

Social Media Analytics Analysis Trends 62

Retently

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. 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. Let’s dive in!

Ecommerce 148

Ecommerce Sales Strategy Tips 148

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing. Businesses will be able to track and measure customer journeys with greater accuracy.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

eglobalis

NOVEMBER 3, 2024

This alignment strengthens client relationships, enhances brand reputation, and reinforces the company’s position as a trusted partner. Encourage Employee Empowerment Employees are the frontline ambassadors of a company’s brand and values.

B2B 515

B2B Culture Innovation Loyalty 515

BirdEye

MARCH 28, 2025

In 2025, real estate social media marketing is no longer optionalit’s essential. With more potential buyers scrolling through social media platforms than ever, real estate agents and businesses must establish a strong social media presence to capture attention, build relationships, and generate leads.

Social Media 52

Social Media Marketing How To Video 52

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

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

ECXO

JANUARY 21, 2025

Meanwhile, negative reviews flooded social media and online marketplaces. Reputation Ruined: Apex went from being a beloved brand to a cautionary tale in the tech world. Action: Create multiple channels for feedback (surveys, social media, support tickets) and set up a system to analyze and act on it.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

InMoment XI

AUGUST 20, 2024

This involves online reputation management practices such as managing platforms such as review sites, legal directories, and social media. It involves managing the firm’s brand, and ensuring that the public, clients, and the media perceive the firm as a trustworthy and competent entity.

Management 369

Management Social Media Report Industry 369

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

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

ECXO

OCTOBER 30, 2024

For customers, the experiences they encounter with a brand can often feel like a curated reality, shaped by marketing messages and brand narratives. Customers are increasingly savvy and can detect when a brand is not genuine. Customers today expect brands to understand their preferences, behaviors, and needs.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

InMoment XI

SEPTEMBER 21, 2023

It involves collecting and analyzing feedback from multiple sources, such as reviews, social media, and customer surveys, and using that feedback to improve the customer experience and build a positive reputation. Learn more about reputation management for your brand today! Sounds like a lot, right? No need to be overwhelmed.

Management 368

Management Social Media Feedback Voice of Customer 368