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

ECXO

NOVEMBER 26, 2024

They can turn a negative experience into a positive one, leaving customers with a smile and a great story to tell about your brand. Artificial Intelligence and Automation AI is transforming customer experience by automating routine tasks, providing personalized recommendations, and even handling customer inquiries through chatbots.

Self Service 334

Self Service Culture Training Analytics 334

InMoment XI

JANUARY 4, 2022

Though the use of a digital intercept has great intentions, the unfortunate truth is that it can often harm the customer experience more than it improves the experience. How Traditional Intercepts Damage the Experience. Here are some suggestions on how brands can do just that: Don’t: Create One-size-fits-all Intercept Surveys.

Feedback 448

Feedback Customer Experience How To Survey 448

Happy or Not

NOVEMBER 20, 2024

The possibility of collecting customer feedback is one of the most valuable tools for businesses aiming to enhance their user experience (UX) and improve customer satisfaction. By showing customers that their feedback is valued, companies build loyalty, and customers feel more connected to the brand.

User Experience 36

User Experience Customer Satisfaction Feedback Customer Experience 36

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

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

ECXO

MARCH 6, 2025

Leadership must establish a clear vision for what great customer experience looks like for the organization and articulate why it matters for the companys future. It is also crucial that the CX strategy aligns with the companys brand and value proposition. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

FEBRUARY 3, 2025

With clearer insights into how users in each specific location are responding, brands can target them with ever more personalized marketing. Highly market-tested, million-dollar commercials fall flat or even negatively impact a brand based on, well, vibes.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

Totango

FEBRUARY 12, 2025

Unifying under the Totango company name and brand gave us a framework to support our multi-product platform strategy. Our brand strategy was designed to showcase a sophisticated product suite and customer-led growth methodology for enterprise buyers. Whats brand new? Value is success is revenue.

Brands 62

Brands Customer Success Roadmap Innovation 62

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Social media has been a game-changer here: customers often voice praise or grievances on Twitter, Facebook, or WeChat as their experience unfolds.

Survey 320

Survey Banking NPS Effort Score 320

ECXO

NOVEMBER 17, 2024

The Role of Simplicity in Fostering Emotional Connection Simplicity in design is paramount for creating an emotional bond with users, as complex systems often lead to frustration and disengagement. Design leaders should focus on removing unnecessary complexities and ensure that the user journey is intuitive.

B2B 390

B2B Loyalty Connections Technology 390

eglobalis

OCTOBER 9, 2024

In one instance, after receiving feedback on improving the user experience, SAP implemented changes that benefited a wide range of clients, increasing customer satisfaction across Europe. It’s a reminder to look beyond direct requests and consider the larger context of user experience and innovation.

Feedback 511

Feedback ROI Innovation B2B 511

InMoment XI

NOVEMBER 26, 2024

Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization. With this information, you can improve your customer experience and eliminate pain points.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

GetFeedback

OCTOBER 10, 2018

To identify these loyal customers, Reichheld advises implementing a Net Promoter Score (NPS) survey, which is a simple way of gauging a customer’s loyalty to your brand and a good predictor of how well your business will perform. Passives (7-8): These customers are okay with their experience, but it wasn’t excellent.

Net Promoter Score 170

Net Promoter Score NPS Survey Brands 170

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Actionability is also, as we believe, one of the essential aspects of customer experience management. Customer churn is the opposite of retention.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. Usability Testing and User Experience Research: By observing how customers interact with your product, you can identify usability issues, confusing workflows, or design flaws. Take The Lead!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. In competitive B2B markets, where products and services may be similar, customer experience becomes a key differentiator. A great customer experience can set your company apart from competitors and help you win and retain clients.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Cyara

FEBRUARY 21, 2024

The Data The primary function of IoT is to gather vast amounts of data in order to enhance application functionality and user experience. All these pillars are not only vital for ensuring a reliable and cohesive user experience but also for guaranteeing functionality.

User Experience 76

User Experience Wireless Exercises Analysis 76

GetFeedback

JULY 24, 2018

Bain & Company once surveyed 362 companies, and 80% said they delivered a “superior customer experience.” In this age of hyperconnectivity , brands can engage their customers in more ways than ever, yet they’re failing to meet their needs. What is customer experience, really? Harvard Business Review.

Video 277

Video Customer Experience How To Customer Journeys 277

QuestionPro Audience

JANUARY 3, 2018

Mobile technology creates a completely different experience at the airport, for both the customer and airline. A good mobile app adds to the customer experience, and creates brand loyalty. Users are able to easily check in and be notified of any flight delays or gate changes.

Travel 294

Travel Airlines Consumers Loyalty 294

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Positive word-of-mouth: A memorable customer experience can turn happy customers into evangelists, reducing the cost of acquisition. product quality, service speed, user experience).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Retently

NOVEMBER 27, 2024

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. In this article, we’ll walk you through the most effective, data-driven ecommerce growth strategies that are helping brands of all sizes crush their goals.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

DECEMBER 1, 2022

” Continuously, the report mentions,”InMoment is investing in intelligent self-service and workflow automation to help simplify the user experience (UX), while furthering its vision to support four tailored XI clouds for CX, employee experience (EX), product product experience (PX) and market experience (MX).”

Self Service 370

Self Service Analytics Automotive ROI 370

C3Centricity

MAY 12, 2024

Personalize the Experience Personalization makes customers feel uniquely valued and understood. According to a report by Epsilon , 80% of consumers are more likely to purchase from a brand that provides personalized experiences. It is the second most important way to delight your customers.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

Retently

JANUARY 13, 2025

Look for tools that allow you to customize surveys to match your branding, tone, and audience preferences. Flexible Customization : The survey editor gives you full control to match surveys to your brands look and feel. Basic Plan : $49/month Tailored for ecommerce brands with 1,000 surveys and personalized integrations.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Lumoa

JANUARY 8, 2024

Key Features and Benefits of Text Analysis Software When you’re in the market for text analytics software, it’s not just about slick interfaces (UI) or smooth user experiences (UX). Don’t hesitate to use resources like G2 Crowd and Capterra for the latest insights and user experiences.

Analysis 369

Analysis Software Comparison Social Media 369

Lumoa

NOVEMBER 10, 2021

Customer experience (CX) design is the process of finding ways to leverage those experiences so they engage and thrill customers throughout the lifetime of their relationship with a brand. It acknowledges that a customer’s feelings and impressions of a brand are just as important as the money they spend on it.

Customer Experience Design 195

Customer Experience Design Customer Experience Customer Journeys Touchpoint 195

Calabrio

MARCH 25, 2025

And, after having a negative experience with a chatbot, 30% of consumers said they’d simply go to another brand. A well-designed chatbot will mean your customers can chat with your brand with ease, encouraging them to stick around longer and directly benefiting your bottom line. The takeaway?

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

QuestionPro Audience

AUGUST 31, 2017

While the customer might not always be right, customer experience should still always be the priority in a great loyalty program —after all, a loyalty program with a bad user experience simply won’t get used (see, for example, the plastic loyalty card… how many of those have you lost?). How will I reach my customers?

Loyalty Programs 262

Loyalty Programs Loyalty Customers Resources 262

GetFeedback

APRIL 18, 2019

With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase. Whether you are a business with retail storefronts or a strictly digital company, the customer experience (CX) services you provide for your customers matter quite a bit.

Customer Experience 274

Customer Experience How To Omni-Channel Customer Centricity 274

GetFeedback

APRIL 11, 2019

Customer segmentation is the practice of creating separate target customer groups in order to provide customers with personalized content, website, user experiences, and other marketing techniques. In fact, brands that personalize the user experience see an average increase of 20% in sales. Potential pitfalls.

How To 239

How To Advertising Groups Social Media 239

eglobalis

JUNE 27, 2024

Organizations such as Google, Netflix, and Spotify excel in leveraging data analytics to enhance user experiences and personalize offerings. The discrepancy between what is promised and what is delivered can deeply impact brands negatively. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

InMoment XI

JULY 23, 2024

As digital transactions become more prevalent, the ecommerce customer experience is critical for its success. Brands that prioritize this aspect of business often find themselves leading the market, while those that neglect it struggle to compete in a crowded landscape. What is Ecommerce Customer Experience?

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

Experience Investigators by 360Connext

NOVEMBER 7, 2023

personalized, convenient, and fulfilling experiences. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. They also need consistent experiences that prove they can count on your team. Customers expect (and deserve!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

ECXO

JUNE 3, 2024

For example, if you’re choosing between two brands and only recognize one, you might assume the recognized brand is better. It’s pretty clear how these habits and shortcuts affect the way people make decisions about brands, products, or services, don’t you think? Link to original post: Do you have a lazy brain?

Gamification 332

Gamification Innovation Infographics Resources 332

Kayako

NOVEMBER 1, 2017

When Kayako talked to 400 consumers about the live chat service experience, 38% cited poor user experience as live chat’s biggest defect. Why’s live chat service experience important? Think about what’s at stake every time a customer interacts with your brand. Implement brand voice training for your support team.

Chatbots 213

Chatbots Social Media Consumers Competitive Advantage 213

Retently

AUGUST 15, 2024

Key Takeaways CSAT surveys focus on a customer’s immediate feelings about a specific interaction (such as, after a ticket is resolved) or experience with your brand (like, how smoothly a delivery was handled). As a matter of fact, there are about twice as many CSAT tools than NPS available, particularly for brands.

Ecommerce 106

Ecommerce Retail Software Brands 106