Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

Thematic

MARCH 30, 2025

Making business decisions based on gut instinct isn’t a smart strategy anymore. Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. That’s a clear sign that businesses using customer insights effectively have a real competitive edge.

Customer Insights 62

Customer Insights Data Analytics How To 62

Interactions

APRIL 2, 2025

For retailers, there are certain table-stakes expectations when it comes to Intelligent Virtual Assistants (IVAs). An acceptable retail IVA should be able to look up orders, check shipping status, and provide information about store locations. 81% of customers prefer companies that offer a personalized experience.

Retail 62

Retail Self Service Average Handle Time Contact Center 62

InMoment XI

NOVEMBER 26, 2024

Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage. Step 2: Create Customer Personas Next, you will want to develop detailed customer personas that represent different segments of your customer base.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

SurveySensum

JANUARY 27, 2025

Take, for example, a retail brand with customers in the U.S., Multilingual surveys are no longer just an option for businesses with international reachtheyre essential for capturing accurate, actionable insights from a diverse customer base. Spain, and Japan. Why You Should Run Multilingual Surveys?

Survey 52

Survey Customer Insights Customers Culture 52

InMoment XI

NOVEMBER 13, 2024

It provides rich insight into specific pain points. This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. It supports long-term growth.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Lumoa

FEBRUARY 7, 2023

The retail and commercial bank based in the UK is processing customer feedback from a variety of channels. They have chosen Lumoa to consolidate that in a single platform and analyze what customers say in real-time. What’s more, it’s an intuitive platform that anybody can use.” NPS, CSAT, online ratings.

Banking 195

Banking Feedback Management Culture 195

InMoment XI

NOVEMBER 20, 2023

The Benefits of AI Customer Experience The integration of Artificial Intelligence (AI) in Customer Experience (CX) strategies brings forth a multitude of advantages for businesses and their customers. Enhanced Customer Insights AI-driven CX analysis enables businesses to gain a profound understanding of their customers.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 100

Customer Insights Industry Innovation Sales 100

Retently

AUGUST 12, 2024

If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. But how do you measure that happiness? holidays, Black Friday).

Ecommerce 79

Ecommerce NPS Retail Software 79

InMoment XI

JULY 16, 2024

Utilizing an Integrated CX (Customer Experience) platform allows businesses to unify all types of customer data—structured, unstructured, and semi-structured—into a single dashboard. This consolidated view is crucial for monitoring social data, star ratings, customer sentiment , and reviews efficiently.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Utilizing an Integrated CX (Customer Experience) platform allows businesses to unify all types of customer data—structured, unstructured, and semi-structured—into a single dashboard. This consolidated view is crucial for monitoring social data, star ratings, customer sentiment , and reviews efficiently.

Tips 195

Tips Management Social Media Hotels 195

delighted

OCTOBER 22, 2024

By 2027, nearly a quarter of retail purchases are expected to take place online. But while ecommerce has made retail purchases more accessible, it has also disrupted the traditional, linear, retail buyer’s journey and has transformed it into a more complicated series of customer touchpoints.

Customer Journeys 52

Customer Journeys Ecommerce Social Media Net Promoter Score 52

Thematic

OCTOBER 30, 2024

VoC analysis helps businesses identify what drives customer loyalty and satisfaction, enabling them to implement changes that resonate with their audience. By addressing issues highlighted by customers, companies can build stronger relationships, resulting in a loyal customer base that is less likely to switch to competitors.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Thematic

APRIL 3, 2025

Cloud platforms support real-time collaboration and cross-functional access, which means marketing, product, and CX teams can all tap into customer insights without waiting for weekly reports. ”​ Industries like retail, healthcare, finance, and SaaS are leading the charge.

Analytics 62

Analytics Trends Marketing Social Media 62

InMoment XI

MARCH 24, 2025

The short version is yes, customer surveys should be tailored to location. This is true for most multi-location businesses and certainly all businesses with consumer-facing units, like restaurant and retail chains.

Survey 195

Survey Culture Feedback Customer Satisfaction 195

SurveySparrow

JULY 6, 2023

Well, welcome to the realm of retail customer experience, where dreams come true. So, what exactly does “retail customer experience” mean? In simple terms, it refers to the sum of interactions and impressions a customer has while engaging with a retail brand. Sounds like a dream, right?

Retail 52

Retail Customer Experience Customer Journeys Effort Score 52

Lumoa

JUNE 14, 2023

For example, Domino’s, one of the world’s largest pizza chains, was under fire because its customers weren’t happy with the taste of their pizza. For example, in 2008, they launched ‘ My Starbucks Ideas ‘ – an online platform where customers could submit their requests and suggestions.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Customer Bliss

SEPTEMBER 12, 2017

Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . About Rachael.

B2B 0

B2B Leadership Data Technology 0

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. But, let’s be real, building and nurturing customer loyalty in retail isn’t a walk in the park.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Optimove

MARCH 11, 2025

AI enables brands to deliver the same tailored experiences to millions of customers simultaneously. Here’s how: Customer Segmentation : AI-driven models categorize customers based on behaviors, purchase history, and preferences, allowing brands to tailor their messaging and offers.

Trends 52

Trends Social Media How To Analytics 52

Lumoa

APRIL 7, 2022

Measuring NPS can help your company identify customers at risk of churning and defecting to competitors. This valuable metric allows you to keep track of the loyalty and satisfaction of your current customer base and empowers you to take corrective action before they leave. and IT services is 42.

NPS 195

NPS Net Promoter Score Industry How To 195

InMoment XI

SEPTEMBER 5, 2024

When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases. With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

InMoment XI

NOVEMBER 15, 2023

Enhanced Brand Reputation : CX analytics help you identify and uncover opportunities to enhance customer interactions with your brand and address negative experiences that improve your brand reputation. Better Decision-Making Based on Data : Data-driven insights enable more informed decisions and strategies.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

CSM Magazine

JANUARY 3, 2025

Challenges Faced by Traditional Customer Support Teams Despite its importance, traditional customer support systems often struggle to meet the demands of a multilingual customer base. SaaS Software-as-a-Service companies use AI to manage support queries from diverse user bases.

Tools 52

Tools e-support Customer Satisfaction Travel 52

Comm100

DECEMBER 11, 2017

You should find that simply by humanizing your customers through overt profiles and challenging your staff to think more deeply about their needs, your staff start to think less about your products and services in isolation, and start to think more about how they fit your customer base. Mobile Customer Support.

Customer Experience 152

Customer Experience Social Media Self Service Multi-Channel 152

Alida

OCTOBER 18, 2018

In terms of customer insight that is very powerful, and unique to a community. Sara : The ability to show in-depth insights to the agencies we work with helps us to build relationships with them, as well as our customers. Insight needs to be fast. Webinar: How GAME took the retail experience to the next level.

How To 113

How To Groups Customers Advertising 113

Happy or Not

AUGUST 28, 2023

Business analytics in retail are one of the most powerful tools companies can use to increase customer satisfaction and drive long-term growth. But even though most brands know the importance of collecting data, many are still wondering how exactly they can apply analytics for retail industry to leverage all of its benefits.

Retail 36

Retail Analytics How To Trends 36

BirdEye

FEBRUARY 4, 2025

Birdeye Surveys AI AI-driven customer feedback collection, sentiment analysis, and experience enhancement Create and automate surveys with AI-generated questions tailored to customer insights. Turn survey feedback into reputation-building opportunities, improving customer satisfaction and loyalty.

Tools 52

Tools Brands Management Multi-Channel 52

Maz Iqbal

OCTOBER 2, 2014

Through this loyalty card, Tesco captured and made effective use of customer shopping data to grow revenues and optimise profits. In the process Tesco came from nowhere to became the world’s second largest retailer. Where is Tesco today? As a result the stores become less and less attractive over time.

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

delighted

NOVEMBER 19, 2019

With retail stores filing for bankruptcy and closing left and right (Barney’s, Forever 21, Toys R Us, Sears, etc.), it’s evident that retail shopping is going through a change: the so-called “ retail apocalypse.”. But honestly, many customers have little faith that brick-and-mortar retailers understand them.

Retail 40

Retail Survey Feedback Ecommerce 40

Optimove

MAY 18, 2020

In short, we believe Optimove’s positioning signifies that our product is ideal for brands in travel, retail, gaming, financial services and media seeking an integrated solution that optimizes marketing performance by suggesting underexploited segments and campaign improvements. Driving growth against business KPIs.

Marketing 98

Marketing Report Call Center Travel 98

Optimove

JUNE 22, 2020

Customer-centric retail brands looking to provide personalized customer experiences across all marketing channels know that it is crucial to test and optimize consistently. This brand reduced CAC by 75% and customer churn by 32%, all while increasing average customer LTV by 12%.

Customer Retention 52

Customer Retention Loyalty Data Loyalty Programs 52

Kustomer

NOVEMBER 4, 2020

If a customer base is interacting with a brand through phone, e-mail, live chat, social media, and SMS, as well as offline, a unified customer experience is a must. Businesses are becoming increasingly aware of the power of customer data in driving business outcomes and ROI.

Omni-Channel 124

Omni-Channel Customer Experience Chatbots e-support 124

Happy or Not

DECEMBER 9, 2024

Responding to customer feedback The feedback loop is key to providing exceptional customer service, which drives loyalty. When customers report issues, businesses that respond with quick solutions are more likely to increase retention rates. Feedback analysis provides insights into what customers want and how to deliver it.

Customer Retention 36

Customer Retention Analytics Feedback Analysis 36

BirdEye

DECEMBER 5, 2023

High ratings and positive reviews often lead to higher rankings in search engine results, making it easier for potential customers to find you. Customer insights and feedback Managing your reputation gives you valuable insights into what your customers like and what you can do better. How do you measure reputation?

Brands 110

Brands Management Social Media Analytics 110

SurveySensum

JULY 14, 2020

He carries broad knowledge across Customer Experience, Customer Engagement, Strategic Vendor Management, Relationship Marketing, Product Development, Risk & Partnership Management, and Online & Offline Retail Management. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132