Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework?

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. Take Instacart.

Customer Insights 62

Customer Insights Data Analytics How To 62

Lumoa

AUGUST 5, 2022

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences.

Retail 195

Retail Feedback Trends Consumers 195

Lumoa

FEBRUARY 9, 2023

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. More on customer experience if you’re curious: Complete guide: how to improve customer experience , What is customer experience (CX)?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. In this article, well explore the differences between reactive and proactive sales, show how bad sales experiences drive customers away, and give concrete steps to build a process that creates loyal, happy customers.

Sales 263

Sales Customer Experience e-support Examples 263

InMoment XI

DECEMBER 10, 2024

InMoments XI platform enables you to collect and analyze customer insights effectively. As a result, you build trust, improve retention, and reduce the likelihood of customers leaving. These insights enable you to personalize interactions and improve weak touchpoints.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Simplify Everything For Your Customers. Customers appreciate ease at every touchpoint of their journey. As a result, you don’t miss out on valuable customer insights.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Optimove

NOVEMBER 28, 2024

For retailers, it’s a chance to tie game-day excitement to exclusive deals, boosting sales and fostering customer loyalty. This unique convergence offers a golden opportunity for retailers and sports betting operators to capitalize on consumer excitement—if they’re equipped with the right tools.

Sports 59

Sports Retail Multi-Channel Effort Score 59

InMoment XI

NOVEMBER 13, 2024

Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. For example, different sources may record customer names in different formats. It provides stronger customer insights.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Comm100

OCTOBER 31, 2024

You also revolutionize your customer support and make sure that your customers leverage your products or services to the fullest. Through conversational marketing, you ensure two-way communication with your audience and offer an enhanced experience throughout all touchpoints in the buyer’s journey.

Marketing 130

Marketing Chatbots Social Media e-support 130

InMoment XI

MARCH 20, 2024

Championing a Retail-Like Banking Experience Metro Bank’s innovative approach emphasised “stores” over traditional “branches.” Metro Bank has embraced a retail-inspired model, setting it apart from traditional banking structures.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

CloudCherry

FEBRUARY 26, 2019

Retailers find other ways to use analytics too. The Retail industry has started using analytics to improve product merchandizing and planning, optimize supply chain logistics as well as for demand forecasting. Customer Analytics is gaining more maturity and sophistication. Next, prioritize projects that need attention.

Analytics 256

Analytics Report Analysis Study 256

Retently

AUGUST 15, 2024

That’s what Customer Satisfaction Score (CSAT) is all about. In this article, we’ll dive into the best CSAT tools available for ecommerce and retail businesses. Whether you’re a small online store or a large retail chain, finding the right CSAT platform can be a game-changer. Let’s get started!

Ecommerce 106

Ecommerce Retail Software Brands 106

Retently

NOVEMBER 29, 2024

Just like meeting someone new, customers form snap judgments – sometimes in just a few seconds – about your business. Whatever the touchpoint, that first moment matters more than you think. Here’s the thing: customers rarely tell you outright what they thought during those crucial first moments.

Survey 120

Survey Ecommerce Feedback e-support 120

CSM Magazine

DECEMBER 5, 2024

The Role of a Customer Experience Team First, consider the role of the CX team within your organization. Their job is to develop and execute strategies that enhance the overall experience of your customers, ensuring every touchpoint—from first contact to post-service—is seamless, satisfying, and aligned with your brand promise.

Report 52

Report e-support Leadership Touchpoint 52

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Consumers are asking for personalized experiences.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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

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

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

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

GetFeedback

MARCH 20, 2019

It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. A customer voice program focuses on capturing the expectations, likes, and dislikes of your customers. In essence, a customer voice program gives your customers a voice within your organization.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

InMoment XI

SEPTEMBER 19, 2024

End-to-end customer experience refers to all the different experiences a customer has with your organization, and how they feel about those experiences as a whole. For example, in the context of retail customer experience , suppose a customer had a smooth checkout experience, but then experienced a shipping problem.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

Happy or Not

AUGUST 3, 2021

The most traditional retail sales funnel categorizes the shopper journey into 5 stages: Awareness, Interest, Consideration, Evaluation, and Purchase. Therefore, following the voice of the customer must become a top priority. . Why is customer feedback important throughout the process? . Assess your products .

Retail 66

Retail Feedback Tips Data 66

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? It’s an environment where shoppers feel understood and valued at every touchpoint. Because in a market brimming with choices, the way customers feel about your business can set you apart. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. This is a great customer service example of how to address customer issues to exceed customer expectations proactively.

Examples 36

Examples Customer Service Case Study Hospitality 36

InMoment XI

SEPTEMBER 5, 2024

By actively listening to customer feedback, addressing their needs, and continuously improving products and services, businesses can deliver a personalized and seamless experience at every touchpoint. Don’t forget to share your Voice of Customer insights with key stakeholders and decision-makers.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Thematic

OCTOBER 30, 2024

VoC analysis streamlines this process by providing real-time feedback from customers. By leveraging customer insights, businesses can make informed decisions quickly, saving time and resources while reducing the risk of launching products that do not meet market needs.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

OpinionLab

MARCH 17, 2016

These simple contextual measures reported by the customer in a matter of seconds add enormous value to the task of defining alerts, distribution to relevant stakeholders, setting CX priorities etc. Touchpoint context: This is context collected in the background relevant to the experience and addressing a CX solution.

Policies 108

Policies Effort Score Touchpoint Retail 108

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

BirdEye

MARCH 3, 2025

You can also send a customized email with a special offer or a reminder to complete your purchase. Multiple touchpoints are often needed to build a relationship and secure meetings. Understand your customer journey Begin by mapping out customer interactions across both online and offline touchpoints.

Omni-Channel 52

Omni-Channel Strategy Marketing Multi-Channel 52

BirdEye

AUGUST 21, 2024

Decision paralysis is increasingly prevalent among retail customers, overwhelmed by the vast array of options available in the market. However, the right retail marketing platform can be a game-changer, enhancing brand visibility, customer experience, and revenue.

Retail 59

Retail Sales Multi-Channel Marketing 59

BirdEye

MARCH 3, 2025

You can also send a customized email with a special offer or a reminder to complete your purchase. Multiple touchpoints are often needed to build a relationship and secure meetings. Understand your customer journey Begin by mapping out customer interactions across both online and offline touchpoints.

Omni-Channel 52

Omni-Channel Strategy Marketing Multi-Channel 52

rethinkCX

FEBRUARY 24, 2025

A startup might need 20 extra agents for a product launch; a retailer might need 200 for Black Friday. Their customers got fluent German support without the Frankfurt price tag. retailer used Bogot to handle a bilingual surgeEnglish and Spanish queries spiked 40% post-expansion. That retail client we mentioned?

Call Center 52

Call Center Strategy e-support Customer Journeys 52

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.

Retail 52

Retail Customer Experience Customer Journeys Effort Score 52

SurveySensum

MARCH 5, 2025

Call center text analytics helps you consolidate and unify customer data across multiple channels – calls, emails, live chats, social media, and surveys – creating a 360-degree view of the customer. By analyzing omnichannel feedback , you can: Identify common issues customers face across different touchpoints.

Call Center 52

Call Center Analytics Contact Center Analysis 52

Pointillist

FEBRUARY 19, 2018

Salespeople, call center agents and employees in other customer-facing roles cannot be expected to understand a customer’s entire history and derive their own insights from it in real time. Automated systems cannot be hand-programmed with rules to handle every conceivable customer history. Data Unification.

Customer Experience 111

Customer Experience Touchpoint Analytics Customer Journeys 111