InMoment XI

MAY 31, 2022

Example of a segmented journey map. If your company advertises via billboard, for example, that can be hard to track, even if you survey customers. Of these three, understanding customers’ emotions shouldn’t be given short shrift: 69% of consumers say that emotions count for over half their experiences. SaaS example by InMoment.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

eglobalis

OCTOBER 21, 2024

While time-consuming, the benefits of solving the problem publicly often outweigh the risks of ignoring it. This contrasts starkly with companies that avoid responsibility, offering a remarkable example of how embracing feedback can lead to enhanced operations, retention, adoption and customer satisfaction.

Social Media 510

Social Media Feedback Engagement Company 510

eglobalis

FEBRUARY 13, 2025

Example: Microsoft Azure. Example: Schneider Electric. Example: Slack. Example: Maersk Logistics. Example: Salesforce. Example: Toyota. Following a major recall, Toyota combined public transparency with a rapid replacement program to demonstrate accountability and rebuild consumer trust.

Analytics 300

Analytics Measurement Metrics Feedback 300

ECXO

AUGUST 2, 2023

With the cost-of-living crisis continuing and the UK now in a recession, industries have to acclimatise to shifting market trends and consumer behaviour to maintain revenue and hit sales targets. Marketers must be smarter about how they target customers and understand what they want.

Consumers 296

Consumers Industry Telecommunications Return on Investment 296

InMoment XI

NOVEMBER 21, 2024

For example, this analysis can reveal why a customer canceled their subscription to your service. For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs. Get more details about the future of Voice of the Customer analysis and other key insights in our 2025 Consumer Trends Report.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

eglobalis

APRIL 6, 2025

Youll find actionable insights, real business examples, and guidance grounded in research from trusted institutions like McKinsey, BCG, and Harvard Business Review. Example : SAPs value management practice quantifies business value both before and after implementation, aligning their compensation with customer results. The outcome?

Contact Center 280

Contact Center B2B Competitive Advantage Self Service 280

Comm100

SEPTEMBER 26, 2023

71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. 76% get frustrated when this doesn’t happen.

Examples 240

Examples Chatbots Omni-Channel Customers 240

InMoment XI

NOVEMBER 26, 2024

However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. This often stems from poor internal communication, outdated technology, or inefficient processes.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

APRIL 22, 2025

For example, a customer might complete a purchase or subscribe (boosting your conversion metrics), yet still feel dissatisfied with the experience. Example: An A/B test for a new support chatbot shows that Version A is the clear winner. Example: A brand tests two versions of a customer onboarding flow.

Chatbots 195

Chatbots Net Promoter Score Self Service Social Media 195

InMoment XI

DECEMBER 5, 2024

This is true for financial institutions in general, with almost 90% of consumers using online reviews to make banking decisions. In fact, 49% of consumers trust online reviews as much as personal recommendations. For example, closing the feedback loop with a disgruntled member can turn them into a loyal advocate.

Management 195

Management Social Media Financial Banking 195

eglobalis

OCTOBER 14, 2024

For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. The same applies to B2B and B2C.

Customer Experience 461

Customer Experience Customer Journeys Case Study Innovation 461

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. The Importance of Customer Engagement Platforms Today, 70% of consumers expect a response from a customer service team within the same day.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

ECXO

FEBRUARY 3, 2025

Example: A potential customer fills out a form on your website. Example: Imagine a customer buying a piece of software from your company. Example: Imagine reaching out to a company for information about a product. Example: A prospective customer requests a demo of your service. How would you feel?

Sales 263

Sales Customer Experience e-support Examples 263

InMoment XI

NOVEMBER 4, 2024

For example, companies cannot post fake positive reviews or purchase them from third parties. This ensures that consumers understand the potential bias in such reviews. Human nature dictates that consumers are often motivated to leave a review after an extreme experience.

Policies 195

Policies Social Media Guidelines Financial 195

ECXO

JUNE 19, 2024

From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations, and allowing designers to explore novel concepts more efficiently. This enriched understanding helps designers create products that better meet consumer needs.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

DECEMBER 9, 2024

Real-world example: Taco Bells voice AI drive-thru improves efficiency but keeps employees involved for complex tasks, blending AIs speed with human empathy. Take Houston Airport, for example: they famously cut complaints not by speeding up baggage delivery, but by making passengers walk longer, reducing the perception of wait time.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative. It analyzes past conversations, highlighting patterns and areas for improvement.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

C3Centricity

NOVEMBER 12, 2024

Leadership Example : Lego’s CEO exemplifies customer-centric leadership by implementing programs like Lego Ideas, where customers can directly contribute to product ideas. Research from Edelman’s 2023 Trust Barometer shows that 88% of consumers expect businesses to lead with integrity, especially during uncertain times.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

C3Centricity

FEBRUARY 8, 2025

The true value of insights comes when they bridge the gap between raw data and real-world application, allowing businesses to anticipate consumer needs, optimize operations, and refine strategies. Gone are the days when gut feelings drove business decisions.

Innovation 156

Innovation Leadership Customer Insights Report 156

BirdEye

APRIL 24, 2025

9 types of testimonial advertising (with real examples) How testimonial advertising is evolving in 2025 How can you make your testimonial ad stand out and drive action? Todays consumers scroll past marketing fluff and spot exaggeration a mile away. It mirrors how people make purchasing decisions, based on what other consumers say.

Advertising 52

Advertising Examples Multi-Channel Social Media 52

InMoment XI

NOVEMBER 14, 2024

For example, if you’re a pet food retailer, this analysis can highlight complaints about food quality. For example, if you learn that your pet food competitor is receiving online criticism for late product deliveries, you can use that to your advantage. This classification of public opinion gives you insight into your brand reputation.

Tools 195

Tools Social Media Customer Experience Analysis 195

Thematic

OCTOBER 30, 2024

This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. The example below shows how thematic analysis software can break down customer service interactions. VoC analysis streamlines this process by providing real-time feedback from customers.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

InMoment XI

NOVEMBER 5, 2024

For example, it pulled reviews from sites like Yelp, FourSquare, and TripAdvisor. For example, inaccurate data from FourSquare could potentially affect Apple Maps users. For example, if you have a cafe, you can use this feature to showcase new menu items for the fall season.

Connections 195

Connections Software Social Media Analysis 195

InMoment XI

JANUARY 22, 2025

Manually responding to thousands of reviews is time-consuming and error-prone, which can lead to embarrassing brand reputation issues. Because prospective consumers and guests are reading these reviews. One small example is automating the process of sending review requests.

Management 195

Management Multi-Channel Effort Score Social Media 195

Retently

NOVEMBER 27, 2024

For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback. Understanding the latest market trends and consumer behavior isn’t just a “nice-to-have” – it’s a game-changer for ecommerce growth. of ecommerce sales now come from mobile devices?

Ecommerce 149

Ecommerce Sales Strategy Tips 149

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 518

e-support Innovation Customer Centricity Loyalty 518

InMoment XI

OCTOBER 25, 2024

This is because platforms like Facebook and Instagram host a ton of content from influencers and regular consumers alike. For example, if the CEO is occupied with a PR crisis, someone capable should be on standby to run the ship until the situation is resolved. Restaurant Consumer Trends Report ( [link] ). References WOWAPPS.

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

NOVEMBER 13, 2024

For example, a subscription that ends without renewal or communication from the subscriber. For example, you can send gift cards to at-risk customers after their next purchase. A good example of the importance of reducing customer churn comes from nib New Zealand. However, they haven’t attempted to renew it either.

Customer Retention 195

Customer Retention How To Analysis ROI 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. A Few Examples from Best-In-Class Brands. is another example. Tiffany & Co.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Consumer Trends Report. ( [link] ). References HubSpot.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

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

DECEMBER 25, 2024

Modern consumers have grown accustomed to seamless, tailored, and instant interactions, whether theyre ordering coffee, streaming their favorite show, or scheduling a service. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

BlueOcean

APRIL 7, 2025

Consumers still overwhelmingly prefer human interactions, despite feeling increasingly comfortable with AI interactions, so technology shouldnt replace live agent support. Provide an example of a successful implementation of an AI tool into an existing customer care solution. Schedule a consultation with Blue Ocean.

Contact Center 156

Contact Center Self Service Case Study Measurement 156

ECXO

DECEMBER 4, 2024

These distinctions arise from the inherent characteristics of their business models, the nature of their offerings, and the way they engage with end consumers. Physical Products: Manufacturing companies produce tangible products or components that are sold to other businesses, which may include machinery, equipment, or consumer goods.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

ECXO

OCTOBER 30, 2024

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.” For example, using artificial intelligence to analyze customer behavior allows brands to predict needs and provide tailored recommendations.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156