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

OCTOBER 10, 2024

of the global population uses social media? And over one in four users are using social media to either find things to purchase or find inspiration for things to do and buy. Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it.

Social Media 195

Social Media Management Tips Multi-Channel 195

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 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

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

eglobalis

NOVEMBER 5, 2024

Laying the Foundation for Social Media and Customer Connection Solis’s first book, Engage! established a foundational understanding of social media’s role in business. I was exploring the concept of “No Distance” in social media, and initially, it took me time to connect with Solis’s insights.

Leadership 391

Leadership Innovation Social Media Trends 391

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

NOVEMBER 19, 2024

Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers. When customers feel valued and understood, they become loyal advocates for a brand, much like the way Jedi loyalists stand by the Force.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

SEPTEMBER 14, 2023

This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 195

Brands Management Social Media Effort Score 195

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

InMoment XI

APRIL 9, 2024

Facebook is one of the most widely used social media marketing tools today. However, there may be instances where your business must learn how to delete a Facebook Page in order to protect your brand reputation. Here are some considerations to help you make an informed decision: Brand reputation.

Brands 195

Brands How To Social Media Feedback 195

InMoment XI

JUNE 7, 2022

That’s where InMoment’s game-changing customer social listening solution comes into play. InMoment’s solution not only allows brands to access that data, but also to integrate that with other data sources, providing scalability and the deep, data-driven understanding that teams need to achieve their goals. The result?

Company 369

Company Social Media Return on Investment Travel 369

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be. So why should you care?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

AUGUST 12, 2024

Marketing Automation Platforms: Platforms such as Marketo and HubSpot are vital for automating marketing tasks like email campaigns, social media management, and lead nurturing. By leveraging social listening capabilities, companies can monitor customer sentiment and adapt strategies to strengthen customer relationships.

Customer Experience 365

Customer Experience e-support Social Media B2B 365

Experience Investigators by 360Connext

OCTOBER 5, 2021

Keep your finger on the pulse of social media, user reviews, and customer questions. Customers will say a lot about your brand, but you have to be listening in the right places. Social media is a great place to check out what’s going right and not-so-right with your customer’s journey. .

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

InMoment XI

FEBRUARY 1, 2022

Even worse, it can even cause over-surveyed customers to have a negative perception of your brand. . These customers much preferred methods like Microsurveys , as well as social media and review sites. Branded chatbots are also growing in popularity. Getting Outside of the “Customer Experience Survey” Box.

Survey 396

Survey Customer Experience Social Media Data 396

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 328

Customer Experience Social Media Analytics Chatbots 328

InMoment XI

MARCH 10, 2022

Unfortunately, we see far too many clients start a CX program by just turning on some listening posts (social media, review sites, survey feedback, etc) and hoping for relevant insights to come to the surface. Are you a finserv brand that needs to reassure clients rattled by inflation? Step 1: Design. The Next Level.

How To 370

How To Social Media Survey Data 370

CX Accelerator

JUNE 8, 2020

Pay attention to social media. And finally, ,, Chiedza astutely reminds us that we can learn a lot from customers by “going over their comments on our social media posts.” Many companies do a lot of talking on social media but not enough listening.

Survey 345

Survey Social Media Contact Center Call Recording 345

ECXO

APRIL 10, 2024

Drawing a parallel between these concepts and customer experience, we find that the ‘frequency’ of customer emotions can significantly impact their experience with a brand, product, or service. When customers associate high-frequency emotions with a brand, they are more likely to have a positive experience and vice versa.

Connections 334

Connections Customer Experience Social Media Analysis 334

GetFeedback

JANUARY 19, 2020

The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Posts and comments on social media.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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. You can think of it as your eyes and ears on social media with the information it provides.

Tools 195

Tools Social Media Customer Experience Analysis 195

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

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

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Many of the brands I’ve worked with for a long time are slowly coming to the realization that they cannot stick solely to surveys or another singular data source to get customer insights and input.

Social Media 397

Social Media Tips Customers Customer Retention 397

InMoment XI

JULY 4, 2022

2022 is being branded as “ The Year of the Squeeze. Customer Acquisition: This comes from supporting the brand positioning and positive word of mouth. Market Data: You need to know what your competitors are offering so that you can continue to improve your customer experience and keep delivering on your brand promises.

ROI 370

ROI Return on Investment Social Media Survey 370

C3Centricity

APRIL 23, 2024

Content marketing, email marketing, and social media platforms provide avenues for reaching large audiences at a fraction of the cost of traditional advertising. By creating valuable content that resonates with their target audience, brands can foster engagement, build community, and drive conversions without hefty ad spending.

ROI 296

ROI Marketing Social Media How To 296

InMoment XI

SEPTEMBER 22, 2022

Of all the unicorns that brands and organizations chase with their customer experience (CX) programs, higher survey response rates are one of the best-known… and sometimes the most elusive. They remain a vital tool for gathering feedback and the time brands invest to continuously improve them is well spent. Why Survey Rates Fall.

Survey 370

Survey How To Social Media Trends 370

Experience Investigators by 360Connext

AUGUST 3, 2021

Social listening is an industry buzzword, but it describes a very simple concept: monitoring social media and the web as a whole for mentions of your brand. But there’s one very common, very critical component of social listening that many brands overlook…. Don’t look for your brand name.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Kayako

MARCH 21, 2022

Even worse, they can share their discontent with their local and social media networks. Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. However challenging it may be for retailers, developing a loyal customer base is essential to maintaining an active, healthy brand.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 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

InMoment XI

OCTOBER 5, 2023

That’s why we’ve taken everything we have learned by working with best-in-class brands and distilled those learnings into five simple steps you can follow to make sure you build a contact center that works for you, and works for your customers. However, building an effective, consistent contact center experiences can be overwhelming.

Contact Center 364

Contact Center Self Service How To Call Center 364