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. The online space, especially in the form of social media and review sites, amplifies public opinion. In fact, 49% of consumers trust online reviews as much as personal recommendations.

Management 195

Management Social Media Financial Banking 195

InMoment XI

OCTOBER 29, 2024

For example, by selling the same product at a lower price, your competitor could convince your customer to try them out. If you’re easy to find, contact, and buy from, they’ll become long-term consumers. For example, if your cafe offers free WiFi, you’ll attract many of these customers. Pricing isn’t a huge concern for them.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

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. Manipulating Social Media Indicators : Purchasing fake social media likes, followers, or views to falsely inflate a company’s reputation is also prohibited.

Policies 195

Policies Social Media Guidelines Financial 195

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Hootsuite is one of today’s most widely used social media management platforms. 46% of consumers turn to Facebook, 35% to YouTube, 32% to Instagram, and 20% to TikTok.

Social Media 221

Social Media Brands Management Analytics 221

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. Use whatever methods you have (website, social media, and other marketing channels) to highlight or showcase great positive reviews.

Management 195

Management Multi-Channel Effort Score Social Media 195

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. They integrate with apps, websites, and social media to provide a consistent customer experience across all channels.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. For example, by identifying customers likely to churn, you can implement retention strategies before you lose a customer.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Retently

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Brandwatch CX

APRIL 1, 2025

Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. Social customer service costs around $1 per interaction , six times cheaper than phone support costs. Consumers expectations have increased to seemingly unrealistic or undeliverable levels.

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. This is an easy question to answer, although one that’s best tackled in detail.

Social Media 155

Social Media NPS Net Promoter Score Marketing 155

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 billion consumers or 63.7% of the world’s population who use social media on a daily basis. For example , the image shown below shows a social media survey on the Instagram platform where Instagram is asking users to answer some questions to improve the platform.

Social Media 52

Social Media Survey Customer Engagement Engagement 52

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week.

Social Media 59

Social Media Tools Multi-Channel Guidelines 59

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. It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Thematic

FEBRUARY 12, 2025

Is your business on social media? In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation. But here’s the challenge: millions of posts, comments, and reviews flood social media daily. They need text analytics for social media.

Social Media 62

Social Media Analytics Analysis Trends 62

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.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

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 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

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

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

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

AUGUST 20, 2024

This involves online reputation management practices such as managing platforms such as review sites, legal directories, and social media. When potential clients search for legal services online, they often read Google reviews , visit attorney websites, and browse social media profiles before making a decision.

Management 369

Management Social Media Report Industry 369

BirdEye

MARCH 28, 2025

In 2025, real estate social media marketing is no longer optionalit’s essential. With more potential buyers scrolling through social media platforms than ever, real estate agents and businesses must establish a strong social media presence to capture attention, build relationships, and generate leads.

Social Media 52

Social Media Marketing How To Video 52

QuestionPro Audience

AUGUST 10, 2020

Market research has been around for long and has helped many industries grow by grabbing the right opportunities based solely on consumer feedback. Like everything else, consumer research, too, had advanced over the years, coming a long way from legacy survey distribution methods. Use social media for research.

Tips 352

Tips Marketing Gamification Social Media 352

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback. Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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

Lumoa

FEBRUARY 9, 2023

It is trusted by 92% of consumers. The surveys are usually sent to customers shortly after an interaction with a company is complete, for example, after a customer has contacted customer support. “ 10 Great Examples of Customer Onboarding That You Can Learn From ” by Groove. Learn from the best.

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 366

Customer Experience e-support Social Media B2B 366

InMoment XI

FEBRUARY 1, 2022

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. These customers much preferred methods like Microsurveys , as well as social media and review sites.

Survey 396

Survey Customer Experience Social Media Data 396

InMoment XI

OCTOBER 17, 2024

While open-text questions provide rich data, analyzing them can be time-consuming. Finding the best way to present a questionnaire that’s both user-friendly and efficient can also be time-consuming. Customers discover your business through various channels, from their colleagues to social media posts.

Feedback 195

Feedback Effort Score Survey Customers 195

BlueOcean

OCTOBER 21, 2024

A Real-Life Example A client of ours operates with entitlement contracts for their highest-value enterprise-level customers, requiring parts and labor onsite within either a two- or four-hour window (depending on contract terms) if that customer experiences an outage. How do these statistics help us determine the cost of losing a customer?

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

InMoment XI

FEBRUARY 15, 2022

Then let’s take a look at three concrete examples we’ve discovered based on data our Strategic Insights Team collected from consumers and employees across North America. And, with the many social media filters that younger customers use daily, it’s no wonder that virtual try-on capability has emerged as a top expectation.

Retail 195

Retail Consumers Social Media eBook 195

Retently

NOVEMBER 13, 2024

We’ll also look at the technology driving VFRs, examples of success stories, and why now is the time for ecommerce brands to embrace this game-changing solution. Why it Matters: According to McKinsey , 71% of consumers expect personalized experiences , and 76% feel frustrated when brands don’t deliver. Let’s dive in!

Ecommerce 144

Ecommerce Retail Social Media Technology 144

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

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. Collect customer feedback through various channels Use surveys, interviews, social media, and other methods to gather comprehensive qualitative feedback from your customers.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

BirdEye

NOVEMBER 18, 2024

” These social media mantras sound simple, but the reality is that you’re spending countless hours staring at blank screens, struggling to create fresh content for multiple platforms. What if you could create a month’s worth of relevant posts in just a few hours while increasing your social media engagement rates?

Social Media 52

Social Media How To Guidelines Trends 52

Kayako

MARCH 21, 2022

83% of consumers expressed a need for some help on their online shopping journey. Even worse, they can share their discontent with their local and social media networks. Consumers feel let down when the pre-sale marketing context differs from after the sale. Social Outreach for Customer Service Success.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

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. Interviews, social media presence, and customer feedback surveys are another way to gauge how your brand equity is performing. Customer Preference.

Brands 369

Brands How To ROI Social Media 369