InMoment XI

NOVEMBER 26, 2024

Creating a customer journey map is a detailed process that often involves collaboration from multiple departments, so outlining what you hope to learn as a result of the customer journey map will make sure the efforts are well spent. You might have already created these as part of your customer experience strategy.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

SEPTEMBER 22, 2022

You should be able to answer the first question with your voice of customer data, meaning you should be able to work out what issues are causing the most dissatisfaction across your customer base. In the end, there’s typically a cost benefit analysis to understand which action would have the most impact.

Analysis 370

Analysis Analytics Measurement Customer Experience Professionals 370

eglobalis

AUGUST 13, 2024

The company’s structure is vast and complex, divided into numerous groups and subsidiaries that operate in various industries, including electronics, shipbuilding, construction, and insurance. At the helm of Samsung Electronics, the most well-known and profitable division, is Samsung Group, which oversees multiple business units.

e-support 497

e-support Innovation Customer Centricity Loyalty 497

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously. This enables more relevant and targeted communication.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

DECEMBER 25, 2024

Build a Community Around Your Brand What to Do: Foster customer communities through forums, social media groups, or exclusive events. Why It Works: Community-building enhances customer connection and generates organic advocacy. Encourage user-generated content and peer-to-peer interactions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

GetFeedback

DECEMBER 21, 2018

Temkin Group ). After having a positive experience with a company, 77% of customers would recommend it to a friend. Temkin Group ). 32% of all customers would stop doing business with a brand they loved after one bad experience. ( Institute of Customer Service ). Temkin Group ). 69% of U.S. Forrester ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

FEBRUARY 13, 2024

Consider a cosmetics company that aims to develop new skincare products tailored to the specific needs and preferences of different age groups within its customer base. Once the sample sizes for each age group are determined, this company selects a random sample of customers from each stratum.

Customer Experience 195

Customer Experience Groups Resources Customers 195

eglobalis

SEPTEMBER 16, 2024

Therefore, understanding the needs of each group is essential. C-suite executives should lead this effort, ensuring the organization understands the complexity of the customer journey and invests in advanced analytics tools to segment and map these touch-points.

B2B 361

B2B Strategy Customer Experience Customer Journeys 361

Optimove

NOVEMBER 14, 2023

AI Accelerates Target Group Creation Now, it just takes seconds to discover who to target next. This new reality is AI Target Group Discovery powered by OptiGenie. Now, AI can analyze, identify, and segment customers based on their likelihood to purchase, convert, or any other KPI using Machine Learning models.

Groups 69

Groups ROI Customer Base Analysis 69

InMoment XI

JANUARY 23, 2018

There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups. This should not come as a.

B2C 186

B2C B2B Customer Expectations Groups 186

InMoment XI

NOVEMBER 8, 2022

If you are an organization with thousands of customers, surveying your entire customer base can seem like a daunting task. The likelihood of all of your customers (whether they number in the thousands or in the hundreds) answering a survey is slim to none. What is Simple Random Sampling and Why Is It Important?

Survey 39

Survey Loyalty Groups Retail 39

InMoment XI

JANUARY 9, 2024

However, there are key differences and nuances between the two due to the nature of the relationships, the complexity of transactions, and the unique needs of each type of customer. B2C customer support often focuses on scalable solutions, such as online chat, email support, or call centers, to address the needs of a larger customer base.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

MARCH 14, 2025

When we say text-based, were talking about audio calls in your contact center, which are automatically transcribed and processed as text (how cool is that?!). With conversational intelligence, you can harness the power of speech analytics to group call data by feature, outcome, customer sentiment , and more.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business. Explore their emotions, experiences, and perceptions in-depth.

Connections 334

Connections Customer Experience Social Media Analysis 334

InMoment XI

DECEMBER 8, 2022

More specifically, you want to know if there are statistically significant differences between the groups you studied. For example, let’s say you did research on your customer base, and you wanted to determine if certain age groups bought your product more than others. How do you do that? What is analysis of variance?

Analysis 195

Analysis Groups Study Examples 195

AWS Machine Learning

NOVEMBER 7, 2024

Some components are categorized in groups based on the type of functionality they exhibit. The component groups are as follows. Shared services The following section describes the shared services groups. Responsible AI components This group contains key components for Responsible AI, as shown in the following diagram.

Government 114

Government Self Service Policies Resources 114

QuestionPro Audience

JUNE 23, 2022

That group will not be making decisions about which school to attend; hence they’ll end up with the opinions of people who have little influence over the final decision and design marketing collateral to appeal to the wrong people. This can include interviews, focus groups, surveys, or any other form of direct data collection. .

Survey 195

Survey Groups Case Study Study 195

InMoment XI

AUGUST 11, 2022

Instead of surveying every single person you want feedback from, most people use a concept called sampling instead and rely on sampling methods to research a group. Sampling allows you to get information from a group of people, and when done correctly, the information is also generalizable and usable. What Is Sampling?

Groups 195

Groups Survey Study Examples 195

ECXO

MAY 20, 2024

Just as you wouldn’t dream of embarking on such a monumental task without a detailed blueprint, a customer success team must never undertake their work without a crystal-clear comprehension of their customer base. So, let’s dive into the thrilling world of customer segmentation and explore its strategic importance!

e-support 177

e-support Self Service Groups Customer Retention 177

QuestionPro Audience

JUNE 30, 2022

The most common type of audience research is focus groups , where a group of people meet in one room and discuss their thoughts on an issue. Focus groups are often used to help create advertising campaigns. However, they do not reveal personal preferences or motivations behind those preferences as focus groups do.

Marketing 195

Marketing Groups Advertising Survey 195

GetFeedback

JUNE 3, 2019

Start with an understanding of the primary groups that make up your customer base and then move on to making your customer service survey. Know your customers . Using first names can also help to reassure customers that the survey is meant for them. 90% of consumers find personalization appealing.

Survey 186

Survey Customer Service Engagement Customers 186

Experience Investigators by 360Connext

DECEMBER 15, 2014

So how can organizations use these programs in a way that keeps this top tier happy and loyal without alienating or confusing the 99% of customers who might become part of this elite group in the future? Recognizing your customers this way can help them feel connected early on. Show the 99% they matter.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

GetFeedback

MAY 24, 2019

Reviewing NPS responses also reveals opportunities to follow up with customers based on their status as detractors, passives, or advocates. Following up with detractors can mean righting a wrong and changing a customer’s opinion on the company. In addition, customer research shouldn’t stop at a single-question effort like NPS.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

InMoment XI

FEBRUARY 23, 2024

The main ethos is this: what if we could split our customers into distinct groups—based on specific factors—so we can learn how to market our products to the right people? The 4 Types of Market Segmentation with Examples There are four common types of strategies that businesses use to segment their customer base.

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

InMoment XI

JANUARY 22, 2025

Independent grocery stores often dominate search results in their local communities thanks to proximity, preferences, and a loyal customer base. Competing with Local Independents Competing with local independents is a unique challenge for enterprise grocers.

How To 195

How To Social Media Software ROI 195

Customer Bliss

JUNE 8, 2020

. “The great news is that HubSpot was already aligned in unifying all customer facing functions—creating a Flywheel team and hiring a CCO was part of the transition we’re undergoing, so our leadership is already aligned there. To operationalize this vision, we’ve created the ‘Flywheel Staff’ group.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Experience Investigators by 360Connext

OCTOBER 16, 2014

It’s hard to imagine a homogeneous world, and yet too many organizations act as if their customer base is as flat and boring as one color in a box of crayons. Are different groups represented? Are you as aware as you should be? How can you keep it real for everyone? Review your imagery.

Social Media 259

Social Media Culture Consulting Communication 259

InMoment XI

JUNE 22, 2022

A simple way to do this is: Split your email recipients into two groups (Group A and Group B). Target Group A with subject line A. Target Group B with subject line B. If Group A gets a higher open, a post-onboarding greeting works well for your new customers. How was the sign-up process?

Survey 195

Survey Net Promoter Score How To Effort Score 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

ijgolding

NOVEMBER 8, 2016

Competition is a factor, of that there is no doubt, but there can be no denying the effect of a declining customer base. A business that has a great number of people who have a strong interest or admiration for it (FANS), but are not prepared to buy anything (CUSTOMERS), is not one that is going to survive.

Sports 237

Sports Entertainment Airlines Customer Base 237

InMoment XI

JUNE 28, 2022

The data was tied to client asset information, allowing all portal users to view the opportunities and risks by customer segment. Within 18 months, the firm expanded the number of products/services per customer household by 16 percent, resulting in a 4 percent increase in loan share of wallet. There’s More Where That Came From!

Financial 221

Financial Brands Customer Experience eBook 221

Optimove

OCTOBER 22, 2024

The Guide to Advance Customer Segmentation Go in depth on advanced segmentation with this guide which was written based on analyzing tens of thousands of segments across Optimove’s customer base. 12% of the target group is completely inactive, showing no engagement for months. 52% ignored the email entirely.

Return on Investment 69

Return on Investment ROI Metrics Engagement 69

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. Starbucks Rewards : Members earn stars for purchases, which can be redeemed for free items.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

InMoment XI

OCTOBER 4, 2024

The feedback is used to improve the quality of each interaction so that a customer develops and maintains a positive perception of the brand. For example, you can segment customers based on shared experiences or traits. Personalize your customer interactions. Collect customer feedback at each stage of the journey.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Lumoa

MAY 21, 2018

Sales The role of Sales, just as the role of Marketing, is enormous in building customer experience, especially the initial impression of the brand. Sales need to understand the feedback per customer or customer group and ensure that the action plans are shared with customers.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Feedback 305

InMoment XI

NOVEMBER 2, 2021

After all, nearly 50 percent of customers are willing to spend anywhere from 11 to 50 percent more with a brand they feel they can trust. An example of this is a large cafe group that was able to capture feedback from its existing customer base, analyze their sentiments, and make fundamental menu changes accordingly.

ROI 195

ROI Customer Retention Infographics eBook 195

ECXO

JUNE 11, 2023

SNCF – French state-owned railway company SNCF has implemented a mobile app that provides real-time information on train schedules, delays, and cancellations, as well as personalised travel recommendations based on the customer’s preferences. This has again resulted in improved customer satisfaction and increased loyalty.

B2B 390

B2B B2C Touchpoint Customer Journeys 390