InMoment XI

FEBRUARY 8, 2024

An optimized contact center offers numerous benefits for organizations aiming to enhance their customer service operations and overall business performance. By optimizing your contact center, you can significantly reduce the number of pain points your customers experience at different points in the customer journey.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Thematic

FEBRUARY 24, 2025

Without an effective system for capturing and responding to feedback, businesses risk losing customers before they even have a chance to resolve their concerns. Customer reviews – Monitor online reviews to track trends in customer sentiment. Churn Analysis – Predict when and why customers leave.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Optimove

MARCH 31, 2025

These rigid definitions treat very different customers the same, leading to generic messages that miss the moment and often the mark. Worse, static segments quickly become outdated, making it nearly impossible to deliver the kind of relevance todays customers expect.

CRM 52

CRM Fashion Exercises Groups 52

OpinionLab

APRIL 28, 2017

While those poor delivery or return ratings aren’t telling you directly about website satisfaction, they are VERY LIKELY to influence whether your customers return to your site to purchase another item. Today’s customers expect a seamless omnichannel journey – your business structure is irrelevant to them.

Customer Journeys 60

Customer Journeys Omni-Channel Retail Fashion 60

Retently

MARCH 17, 2025

A good CX report pulls data from multiple sources to give a full 360 view of your customer interactions. Different aspects of the customer journey require different tools, from helpdesk performance to returns, subscription management, and post-purchase experience. Common in fashion & footwear brands.

Report 90

Report How To Effort Score NPS 90

Think Customers

JANUARY 17, 2025

Technology as a tool, not an endgame Personalization was a hot topic at NRF as customers expect shopping experiences to feel tailored to their unique needs. Many companies spoke about harnessing the power of data to better understand customers habits and preferences. Technology is not there to substitute; its there to support.

Report 52

Report Data Retail Social Media 52

Retently

NOVEMBER 27, 2023

Today’s automation tools many outsourcing companies use can personalize your contacts and responses in many ways that help them care for far more customers than you possibly could if you were using the old-fashioned way – manually. We understand how to provide services that meet each customer’s unique requirements.

NPS 143

NPS Net Promoter Score Multi-Channel Customer Success 143

DCX

MARCH 23, 2025

This week, we’re looking at companies that are getting it right—those using AI to enhance rather than replace, those structuring their customer journeys with strategy instead of shortcuts, and the leaders who know that making tough calls is part of the job. Sometimes, a good old-fashioned UI works better.

Banking 52

Banking Case Study Chatbots Leadership 52

Storyminers

JULY 29, 2016

Start a practice, today, of learning more about your customer with every interaction. Begin with a journey map of your customer’s experience with your brand. You can write your notes on a clear plastic sheet—right on top of the journey map. Answer every complaint and do so in a timely fashion.

B2C 124

B2C Customer Retention Brands Strategy 124

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. Kuiu is a hunting gear company that has a customer focused culture.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

SurveySparrow

JUNE 22, 2023

To give you an idea of what excellence in this domain looks like, we’ve compiled ten stellar customer experience examples from e-commerce, technology, retail, entertainment, food and beverage, etc. Additionally, we’ll illustrate the role of customer journey mapping examples in crafting these experiences.

Customer Journeys 52

Customer Journeys Examples Customer Experience e-support 52

Optimove

FEBRUARY 12, 2025

Tailoring messages and promotions to each customer segment ensures every shopper receives highly relevant and personal offers that drive retention and loyalty. Examples: Create a Holiday One-Time Shopper segment and target these customers with exclusive offers at key moments based on the point they are at in their customer journey.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Wired and Dangerous

NOVEMBER 4, 2019

So, what is the DNA of customer experience? What if we assumed there was a component in the service encounter across the customer journey unique to each customer? Service wisdom lies in finding ways to deliver the experience each customer values in the fashion preferred at the time desired.

Fashion 21

Fashion Connections Hotels Customers 21

Kayako

DECEMBER 27, 2018

Essentially, if you’re living up to their customer expectations in each step of the way, they’re more likely to do business with you again. This is how you attract loyal and repeat customers. to 11.6% in fashion ). Customer Effort Score. So, what does this mean for you as a brand then?

Net Promoter Score 137

Net Promoter Score Effort Score Customer Experience Ecommerce 137

ECXO

MAY 29, 2024

This extremely challenging scenario of the modern business environment makes it essential for organizations to prioritize surpassing customer expectations. This involves delving deep into the nuances of customer needs and adopting an adaptable and responsive approach.

Innovation 156

Innovation Culture e-support Feedback 156

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 53

Customer Expectations Management Communication Customers 53

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 52

Customer Expectations Management Communication Customers 52

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Call Experts

JUNE 3, 2022

For example, if you’re selling cars, the top customer need may be reliability. But if you’re selling fashion, the ultimate need maybe variety. . Knowing your customers’ needs is essential to creating a successful strategy. And understanding what customers need is crucial to the success of a business. .

Contact Center 98

Contact Center e-support Customer Service Representative Exceptional Customer Service 98

Totango

MAY 3, 2019

New customers need to see the value of your product as soon as possible, and teaching them everything they need to know about using it is the first step. It’s the best way to deliver on sales promises and meet high customer expectations. Nothing makes an impression like good, old-fashioned customer service.

Customer Engagement 83

Customer Engagement Loyalty Engagement Multi-Channel 83

Totango

AUGUST 1, 2019

The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t meet these expectations, customers can easily go elsewhere.

Customer Engagement 81

Customer Engagement Engagement Fashion Customers 81

Totango

AUGUST 22, 2019

Sometimes, however, the potential value of your product or service outstrips customer expectations. Though the customer may be content, you can find ways to exceed expectations, thereby providing a service that truly provides the value a customer needs. . What is Customer Satisfaction? Escalation.

Customer Satisfaction 80

Customer Satisfaction Effort Score Metrics Meeting 80

SurveySensum

JANUARY 18, 2024

Let’s get started: 7 Powerful Ways to Boost Your Marketing (and Customer Experience) with SMS Automation The following strategies will help you with personalized marketing to seamless customer communication. Consider a scenario where a beauty brand identifies a customer who frequently purchases skincare products. Happy shopping!

Marketing 52

Marketing Fashion Customer Journeys Return on Investment 52

ProProfs Chat

DECEMBER 14, 2018

Customers expect consistent, correct, and timely answers to questions and resolution to issues they may be having. Although tools do not do the job, tools can certainly assist your service and support staff in keeping good, accurate records of customer interactions; including the answers and/or resolution. Tweet this.

Software 94

Software Knowledge Base Net Promoter Score Effort Score 94

Daniel Group

SEPTEMBER 22, 2022

However, only 11% of customers agreed that companies do a fantastic job with CX. The divide between CX’s perceived delivery and customer expectations is clear and wide. Also, customer journey mapping can be beneficial at this point. There are many reasons for this divide.

Measurement 52

Measurement Management Customer Journeys B2B 52

Second to None

JUNE 26, 2018

Typically, due to the increased price point of dealing with a luxury brand, your team must handle inflated customer expectations, because even one sub-par interaction can quickly permeate and infect a vast pool of potential customers with a negative perception of your brand.

Retail 63

Retail Brands Omni-Channel Fashion 63

Optimove

APRIL 11, 2019

73% of respondents included the ability to access and use all available data in a seamless fashion, while only 18% admitted being successful achieving it. AI-driven self-generated analytics and recommendations – Incorporate insights on customers to truly understand what is motivating customer behavior.

Engagement 65

Engagement Marketing Customer Experience Customer Centricity 65

Kustomer

JANUARY 7, 2022

Food, film, fashion, automotive, athletics, spirits, software, wellness and much more have all found a space to thrive within this model. Benefiting both brands and customers, the implementation of this model has proven to be a major disrupter, completely innovating how we listen, watch, eat, drink, dress and exercise.

Customer Service 79

Customer Service Self Service e-support Automotive 79

BirdEye

JUNE 29, 2023

These insights can lead to improvements in products, services, and the overall customer journey. Birdeye’s Unified Inbox allows us to easily respond to every customer interaction and have the correct team member respond. It’s helped us increase our customer engagement and satisfaction.”

Communication 97

Communication Social Media Self Service Touchpoint 97

C Space

DECEMBER 2, 2021

Our goal is to strengthen the long-term emotional connection to our brands by creating a holistic luxury experience across all touchpoints of the customer journey.”. That means we focus on our customers and their needs. Rita Felder, Director, Mercedes-Benz Brand and Marketing Strategy.

Innovation 52

Innovation Automotive Fashion Social Media 52

Eptica

FEBRUARY 13, 2019

Companies today face two key imperatives – meeting growing customer expectations and ensuring they operate efficiently and effectively. Financial services – leading international customer credit company Situation: Operating across Europe, this brand has 9.3 million customers.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

Middlesex Consulting

MAY 31, 2015

2) About two years ago I co-authored an article in SupportIndustry.com about the six sources of B2B customer expectations. What is our customer comparing us against? What is the customer journey we offer when a customer tries to get a service issue resolved? What kind of Omni channel presence do we have?

B2C 60

B2C B2B Omni-Channel Customer Experience 60

Chattermill

JULY 31, 2017

We studied customer feedback from some of the largest brands in the UK, using our text analytics artificial intelligence (AI) to identify and classify all mentions of topics related to customer care and support. Recurring themes among customers were waiting times, problem resolution and the provision of multi-channel support.

Fashion 40

Fashion Banking Wait Times Multi-Channel 40

Solvvy

JULY 3, 2018

The most critical stage of customer retention is getting a user from sign-up to her first feeling of success and seeing the value of your product or service. While signing up a new user (or account) means revenue, if she does not experience a ‘win’ in a timely fashion, she’s more likely to churn. Mismatch in Expectations.

Self Service 48

Self Service Fashion Wait Times Customer Retention 48

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? By the time an issue is found, the customer experience has already suffered. If you think about that, you’ll do things differently.”

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Ian Williams

MARCH 19, 2020

And I said “well, yeah that their promise to the customer is very, very cheap high street fashion, disposable high street fashion, and part of that model is up about operating on low margins, pile it high, sell it cheap kind of thing, and unfortunately, part of that is that when you go in store, you can’t have lots of headcount.

Leadership 52

Leadership Customer Journeys Course Exercises 52

Ecrion

JUNE 16, 2020

The best strategy is to enter a crisis with an already engaged customer base—which is always a good strategy regardless of current events. Plan out one or more customer journeys that fit your customers’ personas. Send personalized communications, triggered at key points during that journey. Build Trust.

Customer Engagement 59

Customer Engagement Engagement Strategy Social Media 59