InMoment XI

OCTOBER 17, 2024

Knowing the right questions to ask can positively impact your customer relationships, but designing good questionnaires is certainly a challenge. With the help of InMoment’s AI-Powered Active Listening , you can leverage the power of award-winning generative AI to intelligently listen and respond to customers in real-time.

Feedback 195

Feedback Effort Score Survey Customers 195

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. European giants like Unilever and Siemens utilize NPS to gauge consumer sentiment and pinpoint areas for product line improvements.

NPS 450

NPS Feedback Net Promoter Score B2C 450

eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. However, Samsung’s influence extends far beyond consumer electronics.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

eglobalis

JULY 25, 2024

Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction. American businesses prioritize customer-centric strategies, often integrating them into their core values and operational models. “Consumer confidence and sentiment in Europe.”

Customer Experience 485

Customer Experience Customer Centricity Innovation Culture 485

Maru Group

APRIL 3, 2025

With this in mind, every few months Maru UK run a detailed Cost-of-Living survey, to keep an eye on how consumer opinion of the crisis may be changing, and looking in depth at peoples emotional response and how this translates to real world behaviour, so that we can help businesses predict consumer actions in the months to come.

Consumers 52

Consumers Travel Financial Hospitality 52

ECXO

OCTOBER 30, 2024

Rather than overwhelming customers with choices, they should focus on curating personalized experiences that resonate with individual preferences and needs. By prioritizing genuine interactions and valuing customer feedback, businesses can empower consumers to make informed decisions, much like Neo embracing his role as “The One.”

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

ShepHyken

JANUARY 14, 2025

Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences. Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships.

Customer Experience 135

Customer Experience Hospitality How To Brands 135

InMoment XI

OCTOBER 30, 2024

For instance, by utilizing chatbots to quickly respond to customer complaints, companies can save hours’ worth of time that can be invested into building rich customer relationships. McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

MAY 10, 2022

Retailers often mistakenly think that customers will only buy the cheapest product available, regardless of the brand or retailer. While this may be true in some markets, many consumers are willing to pay more if they feel the price matches the product’s quality. Price your products so that the perceived value is high.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

ECXO

AUGUST 12, 2024

By leveraging social listening capabilities, companies can monitor customer sentiment and adapt strategies to strengthen customer relationships. Voice and Conversational AI: Optimizing for voice search and integrating conversational AI into customer service will become essential for enhancing accessibility and interaction.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

BlueOcean

OCTOBER 21, 2024

TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 232

Leadership B2B B2C Effort Score 232

Adrian Swinscoe

MARCH 4, 2025

One of the biggest trends that emerged from my recent 2025 predictions piece was that a brands success in the coming year will be defined by [] The post Influencers and bridging the trust gap between brands and consumers first appeared on Adrian Swinscoe.

Consumers 59

Consumers Brands Trends Customer relationships 59

InMoment XI

DECEMBER 18, 2024

As a result, agents can focus on strengthening customer relationships with a personalized and empathetic approach. Automation empowers businesses to boost operational efficiency, enhance customer satisfaction , and reduce costs. This approach provides a comprehensive view of the customer experience in one place.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

MAY 14, 2022

While the intelligence derived from this feedback is critical for an organization to create optimal, personalized customer experiences that drive business value, there is another salient factor that drives consumer behavior: customer-brand identity. Step #3: Engineer a Clearly-Defined—and Customer-Aligned—Brand Identity.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

Kayako

DECEMBER 8, 2016

What you can do to rectify bad customer service. Word of mouth marketing is one of the most valuable forms of marketing with 92% of consumers believing recommendations from friends and family over all forms of advertising. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience.

Consumers 120

Consumers Customer Service Poor Customer Service Airlines 120

InMoment XI

MARCH 26, 2025

For instance, if the information that stakeholder needs is already available elsewhere (such as via customer relationship management (CRM) software like Salesforce), let them know. Similarly, when shortening your customer experience survey, always keep the customer in mind.

Survey 195

Survey Abandon Rate How To Customers 195

InMoment XI

AUGUST 3, 2023

Embracing the power of unstructured data analytics allows businesses to stay agile, customer-focused, and innovative, cementing their position as industry leaders and fostering long-term customer relationships based on trust and satisfaction.

Analytics 366

Analytics Customer Insights Data Social Media 366

InMoment XI

NOVEMBER 13, 2024

Regular testing and refinement are time-consuming but crucial for improving model accuracy. Identifying at-risk customers early enables businesses to re-engage them with tailored incentives. It improves customer relationships. Predictive insights highlight what matters to your customers.

Customer Retention 195

Customer Retention How To Analysis ROI 195

SurveySensum

NOVEMBER 1, 2024

This value-driven approach not only reinforces trust but also deepens the connection with eco-conscious consumers who want to support a brand that shares their ethical outlook. . ‘The Worn Wear’ loyalty program calls for buying secondhand, repairing, and recycling old products.

Loyalty 52

Loyalty Customer relationships Brands Sales 52

C3Centricity

AUGUST 2, 2021

Pre-sale, it is important to reduce or minimize the risk factor so the customer is more likely to buy. When you buy the wrong CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) system at work, you could be fired. In the business to consumer world, you could offer money back guarantees.

Customer Relationship Management 317

Customer Relationship Management NPS CRM Loyalty 317

InMoment XI

FEBRUARY 1, 2022

Second, research shows that today’s customers are less likely to leave feedback via a traditional long form survey. In recent research done by InMoment’s Strategic Insights Team, we found that only 21% of US consumers were willing to fill out a traditional survey , a significant decrease when compared to results three years prior.

Survey 396

Survey Customer Experience Social Media Data 396

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior The ecommerce landscape is constantly evolving, with new trends transforming the way brands operate and customers shop. Understanding the latest market trends and consumer behavior isn’t just a “nice-to-have” – it’s a game-changer for ecommerce growth.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Comm100

JULY 3, 2024

Personalization at scale Advanced AI chatbots can deliver personalized customer experiences that consumers are increasingly expecting. By analyzing previous interactions and customer data, chatbots can tailor their responses to meet the individual needs of each customer.

Chatbots 276

Chatbots Communication CRM Interaction 276

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

InMoment XI

OCTOBER 29, 2024

Retaining such a customer might seem simple, but you’ll have to compromise on your pricing model. Convenience-loyal customers appreciate smooth and simple interactions. If you’re easy to find, contact, and buy from, they’ll become long-term consumers. Personalization : Experiences tailored to customer profiles encourage loyalty.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

ECXO

JULY 10, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction.

Metrics 374

Metrics Analysis Feedback NPS 374

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment.

Consumers 111

Consumers Survey Brands Marketing 111

eglobalis

JULY 31, 2024

By analyzing social media interactions, companies can gain valuable insights into customer opinions, preferences, and emerging trends, allowing them to adapt their strategies accordingly and foster stronger customer relationships.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

InMoment XI

DECEMBER 7, 2022

In the past couple of decades, it has become more clear that consumers are after more than just the “product” they purchase. As an output of True Driver Analysis, organizations can identify the key Moments That Matter, focus their efforts, and be able to improve customer experience , loyalty, and ultimately, the bottom line.

Analysis 370

Analysis Customer Experience Call Center Experience Call Center 370

ECXO

MARCH 6, 2025

In this way, journey mapping and redesign directly contribute to stronger customer relationships and better business outcomes. Voice of the Customer and Feedback Loops Listening to customers is at the heart of any customer experience initiative. A well-executed UX/UI can be a competitive advantage.

B2B 339

B2B Customer Journeys How To Effort Score 339

CloudCherry

JUNE 13, 2019

Online banking uses Artificial Intelligence or AI that will gather information about their consumer to identify the customer’s needs better and to provide much better customer engagement. These bots ensure constant communication at the same time, address a wide variety of consumer’s needs. AR Enabled Solutions.

Banking 267

Banking Tools Engagement Chatbots 267

InMoment XI

JANUARY 22, 2025

driving across town only to find the supermarket doors locked) can damage your brands reputation and even sever a customer relationship. Real-time inventory and product listings: Supermarkets have massive inventories with thousands of SKUs (the 2023 average was 31,704 unique items ).

Software 195

Software Management Social Media Multi-Channel 195

Comm100

OCTOBER 13, 2024

Personalize, Personalize, Personalize All the content we consume today is personalized and curated to our interests. Real-time personalization, driven by AI, allows operators to target each player’s unique habits and preferences, creating experiences that were previously unattainable with human-only systems.

Self Service 130

Self Service Chatbots Social Media Wait Times 130

Customer Bliss

JUNE 9, 2021

Transparency, increasingly, is becoming more important to customers, and more differentiating for brands. Finally, these admired companies choose to level the playing field, reducing or eliminating practices where in the past, customers might have felt that the company was holding all the cards. Level the playing field.

Leadership 288

Leadership Hospitality Customer relationships Company 288

Kayako

AUGUST 12, 2022

The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. Salesforce ).

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

InMoment XI

OCTOBER 23, 2024

Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues. AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy.

Banking 195

Banking Customer Experience Effort Score Financial 195