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

MAY 3, 2022

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high.

Insurance 370

Insurance Tips Data Return on Investment 370

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. Saxey shares, “We’ve had success with video feedback, as it helps layer in the sentiment.

Innovation 370

Innovation Sports Tips Video 370

InMoment XI

JANUARY 18, 2023

Melanie is an experienced Voice of Customer strategist with over a decade of experience in CX, insights, research, and data-driven intelligence for some of the world’s leading brands. You can also find the video recordings off the XI Café Podcast on our YouTube channel! More of a visual person? No worries.

Voice of Customer 370

Voice of Customer Consulting Video Innovation 370

InMoment XI

NOVEMBER 18, 2021

The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them. One of the many products of lingering COVID uncertainty, the supply chain crisis has resulted in steeper prices, logistics chaos, and a markedly lower supply of everything from video game consoles to garden furniture.

Customer Experience 362

Customer Experience Guidelines Course Brands 362

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

eglobalis

NOVEMBER 5, 2024

His frameworks were well ahead of their time, becoming essential guides for brands seeking to cultivate meaningful connections online. Solis redefined CX as more than a trend, positioning it as central to brand strategy. When I was learning the art of public speaking, I studied his videos to understand his unique style.

Leadership 393

Leadership Innovation Social Media Trends 393

Lumoa

MARCH 9, 2023

Put simply, it means genuinely caring about the experience your customers have with your brand. The release of the “ How It’s Made ” videos is a perfect example of this. In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer.

Customer Experience 397

Customer Experience Social Media Customers Video 397

AWS Machine Learning

MAY 30, 2024

Organizations across media and entertainment, advertising, social media, education, and other sectors require efficient solutions to extract information from videos and apply flexible evaluations based on their policies. Popular use cases Advertising tech companies own video content like ad creatives.

Policies 128

Policies Video Advertising Analysis 128

GetFeedback

NOVEMBER 25, 2019

Televisions and Video Players: 83%. Video Streaming Service: 75%. Video-on-Demand Service: 68%. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Kayako

MAY 30, 2017

Thanks to the rise of TED talks, there are troves of great videos on YouTube where you can learn tips in just 15 minutes. Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. Videos to motivate a customer-centric business.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

GetFeedback

JANUARY 28, 2020

Don’t fret because, in this article, you will be able to understand how brands are using social media to connect and retain customers. Implementing proper customer retention strategies can help you build solid relationships with customers who can also become your brand ambassadors. Facebook live video. So let’s get started.

Social Media 322

Social Media Customer Retention Strategy Video 322

InMoment XI

OCTOBER 17, 2023

We understand it may seem intimidating, but over our 19 years of experience helping the world’s most popular brands ace their customer experience, we’ve learned a few things about how to systematically and strategically review your CX program, and pinpoint the actions you need to take for success. Want to learn more about it?

Customer Experience 370

Customer Experience Net Promoter Score Tips Effort Score 370

InMoment XI

JULY 13, 2022

Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. First, you ask your customers a simple question: “On a scale of 0-10, how likely is it that you would recommend my brand/product/service to a friend or colleague?”. What Is Net Promoter Score? Detractors.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

The brands that do pay attention to the details of the experience they deliver are the ones who disrupt markets, gain more customers through referrals and word-of-mouth marketing, and keep their customers happier, for longer. Your customer has expectations from your brand throughout their journey.

Customer Journeys 373

Customer Journeys Brands Customers Customer Experience 373

SurveySparrow

MARCH 19, 2024

If you’re looking for a video marketing guide , you’re not the only one. There are still some brands that haven’t gotten on board with video marketing – despite knowing its value – and the ones who have been are looking to build a more robust commercial video strategy. Google also prioritizes video content.

Video 95

Video Strategy Marketing Social Media 95

Comm100

MARCH 30, 2021

Today’s customers want to connect with their brands whenever, wherever, and however they want. Serve your customers on live chat, audio & video chat, email, social media, mobile text messaging, and a self-serve knowledge base. Audio and video chat allows brands to establish face-to-face relationships with their visitors.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Experience Investigators by 360Connext

AUGUST 17, 2021

Video] Struggling to Manage CX? Video] You’re 5 Questions from a CX Mission Statement . “And I sent Customer X a set of branded golf balls with a handwritten note, just to say thanks for your patience.”. Who Needs to Know What We’re Doing? Who Needs to Approve? How Will This Team Work Together? Try a CX Charter.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. This erodes trust between the brand and the customer.

Automotive 375

Automotive Loyalty System Return on Investment 375

Comm100

SEPTEMBER 25, 2021

Any delays in service provision can lead to client loss, decreased revenue, and injured brand reputation. Ideally, unlike the other standard chatting platforms, the white label chat service doesn’t show the vendor’s logo, domain, or any other type of vendor-specific branding. Video calling. File sharing.

How To 251

How To Software Video Customer Satisfaction 251

InMoment XI

SEPTEMBER 28, 2022

In my role at InMoment, I work with brands to generate and evaluate ideas to attract new customers, delight existing customers and identify strategic initiatives. In this article, I’ll discuss three areas in which human expertise can make a valuable contribution.

Customer Journeys 418

Customer Journeys Customer Experience Exercises Consulting 418

InMoment XI

FEBRUARY 24, 2022

To help your brand along, here are three essential tips to close the gap between the C-Suite and CX teams. It can be a customer story, verbatims, videos, etc., Tip #1: Break Down Metrics. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. Stories, stories, stories. And it doesn’t have to stop at just customers.

Tips 370

Tips ROI Metrics Touchpoint 370

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. Unfortunately, people often form codependent or dysfunctional relationships with brands. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. We all have relationships with brands.

Brands 145

Brands Banking Insurance Conference 145

InMoment XI

AUGUST 3, 2023

It encompasses a wide array of data types, such as text, audio, images, and video content, making it difficult to analyze using conventional methods. To learn more about how your brand can use unstructured data analytics to drive business success, request a demo here!

Analytics 366

Analytics Customer Insights Data Social Media 366

AWS Machine Learning

MAY 7, 2024

Veritone began its journey with its foundational AI operating system, aiWARE TM , solving industry and brand-specific challenges by building applications on top of this powerful technology. In this post, we demonstrate how to use enhanced video search capabilities by enabling semantic retrieval of videos based on text queries.

Video 115

Video e-support Comparison Advertising 115

InMoment XI

DECEMBER 19, 2022

One that doesn’t interrupt, but is a mere continuation of their experience with your brand. Watch the video below to learn how banking giant Virgin Money leverages Touchpoint Impact Mapping to optimize the customer journey at key points: How InMoment’s Active Listening Studio Can Help You Become an Expert Survey Builder.

Survey 370

Survey Customer Journeys How To Touchpoint 370

eglobalis

DECEMBER 17, 2024

Moreover, dynamic content personalization allows brands to customize marketing campaigns, emails, and product recommendations, ensuring that every touchpoint aligns with the individuals journey. Content creation (blogs, whitepapers, videos) that resonates with segmented audiences.

Net Promoter Score 276

Net Promoter Score Effort Score B2B NPS 276

Experience Investigators by 360Connext

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey. Want Greater CX Success? It happens by design.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

C3Centricity

JULY 8, 2020

Words have given way to more images and now also to videos. Checking a website is often the first step a customer makes when they are interested in a brand or manufacturer. Although your website is about you and your company and/or brands, it is your customers, both current and potential, that need to like it.

Engagement 219

Engagement Entertainment Customer Centricity Social Media 219

InMoment XI

JANUARY 23, 2024

The Google Local Guide program features a global community of users that companies can engage with to support their marketing activities, build brand reputation, manage online reviews and ratings, and improve online search visibility and exposure. The Local Guides program is for individuals, not businesses.

Management 195

Management Strategy Video Feedback 195

GetFeedback

FEBRUARY 6, 2019

Add photos and videos to your survey, like Dropbox did above. Keep survey design on-brand. Keep it consistent by sending a branded, beautiful survey that leaves a lasting impression. Include a survey Thank You page with links to great content—like keynote videos and slide decks—that keep your event top-of-mind.

Tips 276

Tips Feedback Survey Conference 276

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Experience Investigators by 360Connext

JANUARY 8, 2018

Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ). Brands love to discuss how their great new logo or impressive mobile app will enhance the customer experience. And then there will be one less thing in your customer journey to prevent your customers from loving your brand.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

GetFeedback

MAY 7, 2019

Boosts brand loyalty. A well-drafted, customer friendly documentation that is embedded with suitable images and videos ensures that your customers have accurate information at hand which thereby elevates their confidence in the product as well as in the brand. Internal knowledge sharing with customer service representatives.

Knowledge Base 252

Knowledge Base Customer Experience Self Service Chatbots 252

BirdEye

JANUARY 25, 2024

In this post, we’ll cover how automating your review sharing can help you generate buzz for your brand across social networks. Instead of creating designs for each review, you can ensure these auto-generated posts are on-brand with eye-catching pre-built templates. This dilutes brand recognition and risks confusing followers.

Social Media 110

Social Media Brands How To Multi-Channel 110

CloudCherry

JULY 10, 2019

You might think of something simple like a well-designed video that helped you understand a product better. You will also have access to what other customers are saying about the product, and from these reviews, you can gauge how well-received/trustworthy the brand is. They can also be seen posting reviews and grievances.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

AWS Machine Learning

OCTOBER 16, 2024

With a growing library of long-form video content, DPG Media recognizes the importance of efficiently managing and enhancing video metadata such as actor information, genre, summary of episodes, the mood of the video, and more. DPG Media’s VTM GO platform alone offers over 500 days of non-stop content.

Video 104

Video Metrics Multi-Channel System 104