InMoment XI

OCTOBER 25, 2024

Restaurant reputation management is the process of monitoring, responding to, and addressing feedback from various sources. On the flip side, nothing affects business like negative feedback. PYMNTS ) Bad online reviews and negative feedback from friends are among the top two reasons diners avoid certain restaurants.

Feedback 195

Feedback Management Social Media ROI 195

eglobalis

NOVEMBER 26, 2024

Align Teams: Ensure product teams work closely with customer-facing staff to integrate feedback into designs. Analyse Qualitative Feedback: Use open-ended surveys and interviews to assess whether clients feel their needs are understood. Use Empathy Mapping: Identify pain points and expectations from the client’s perspective.

B2B 493

B2B B2C Culture Net Promoter Score 493

eglobalis

OCTOBER 30, 2024

As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools The Gist AI boosts productivity. As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools. Faster hiring process.

Employee Experience 474

Employee Experience Customer Experience Employee Engagement Telecommunications 474

eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Through A/B testing and other experimental methods, businesses can assess different design elements’ impact on user engagement and satisfaction. The Gist Experimentation eliminates CX guesswork.

Customer Journeys 353

Customer Journeys Effort Score Omni-Channel Social Media 353

Retently

OCTOBER 16, 2024

Imagine transforming every email you send into an instant feedback opportunity. As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 That’s exactly what email signature surveys can do!

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined.

Feedback 509

Feedback ROI Innovation B2B 509

InMoment XI

JANUARY 25, 2022

Employee engagement has become a hotter topic than ever in the age of The Great Resignation. If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. A Closer Look.

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

eglobalis

MARCH 30, 2025

Low response rates, survey fatigue, and delayed feedback often leave companies reacting to problems far too late. Companies usually collect feedback weeks or months after an interaction. In-app and on-site feedback are another avenue: Many B2C companies solicit feedback at the point of experience. Hardware maker HP, Inc.

Survey 312

Survey Banking NPS Effort Score 312

ECXO

OCTOBER 27, 2024

In this recurring revenue model, the success of a company isn’t just about acquiring new customers; it’s about ensuring long-term customer engagement, satisfaction, and retention. A high churn rate is often an early sign of deeper issues, such as poor product fit, insufficient on boarding, or lack of engagement.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. Some companies bring the voice of the customer into internal meetings by playing recorded client feedback or inviting customers to speak about their experience.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

NOVEMBER 19, 2024

Just like the diverse group of heroes banding together to overcome formidable obstacles, businesses must be prepared to listen to customer feedback, evolve their offerings, and address any issues that arise promptly. This could mean including input from different teams, customer feedback, or even focus groups.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). Monzo doesn’t just listen to customer feedback; it actively engages users in co-creating the bank’s services.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment.

Customer Experience 444

Customer Experience Customer Journeys Case Study Innovation 444

eglobalis

FEBRUARY 3, 2025

Example: A manufacturing company using Salesforce Einstein saw a 25% increase in customer engagement by delivering personalized product recommendations based on past purchases and browsing behaviour. Samsung uses AI to analyze customer feedback and improve its B2B solutions, ensuring that its products and services align with client needs.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

eglobalis

JANUARY 7, 2025

B2B Example: Adobes team brainstormed ways to enhance user engagement for their Creative Cloud. The goal is to create low-fidelity prototypes quickly to gather feedback. The emphasis is on creating something users can interact with to provide actionable feedback.

B2B 285

B2B Company Customer Journeys Innovation 285

eglobalis

DECEMBER 17, 2024

By leveraging AI-driven tools, businesses can analyse multi-dimensional feedback (emotional tone, intent, behavioural trends) across channels. A McKinsey study found that AI-driven personalization not only increases engagement but also leads to measurable results such as 20-30% higher upsell success rates and significant cost savings.

Net Promoter Score 337

Net Promoter Score Effort Score B2B NPS 337

eglobalis

JANUARY 13, 2025

By analysing conversation patterns and offering instant feedback, the system enabled faster learning and reduced errors. Elevating Cross-Channel Customer Engagement Seamless integration across communication channels is critical for consistent customer experiences.

Customer Experience 409

Customer Experience Marketing Chatbots e-support 409

ECXO

MARCH 11, 2025

Example: Implementing a Customer Data Platform (CDP) can consolidate insights from CRM, support tickets, and customer feedback , creating a 360-degree customer view. Step 9: Continuously Monitor & Improve CX Based on Data CX strategy is not static it should evolve based on customer feedback, competitive benchmarks, and emerging trends.

B2B 310

B2B Strategy Customer Journeys Net Promoter Score 310

eglobalis

JANUARY 20, 2025

Regular feedback sessions, coupled with co-creation workshops, enable businesses to address client concerns while collaboratively designing future solutions. Tools like customer feedback loops and advanced prototyping software enable iterative refinement, ensuring final products align perfectly with client needs. Generating Churn!

B2B 418

B2B Loyalty Loyalty Programs Innovation 418

InMoment XI

JULY 18, 2022

Every team should be able to explain how their role connects to the customer and to the customer feedback, from the front line to operations. We are going to walk through how different departments can benefit from customer feedback and some examples of how it can be used. 1: Leveraging Customer Feedback in Operations.

Feedback 369

Feedback Culture eBook Customers 369

eglobalis

FEBRUARY 13, 2025

Continuously integrate client feedback into product improvements. Use qualitative feedback to identify gaps in action and response quality. Preventing Empathy Fatigue in Customer-Facing Teams Customer-facing teams often bear the emotional weight of empathetic engagement. Gather post-crisis feedback to strengthen preparedness.

Analytics 287

Analytics Measurement Metrics Feedback 287

eglobalis

FEBRUARY 24, 2025

As businesses navigate a rapidly evolving landscape, the blend of technology and personal engagement not only refutes the extinction myth but also reinforces that continuous adaptation and thoughtful decision-making remain at the core of lasting customer relationships. Customer experience is not disappearing by 2030.

B2B 288

B2B Culture Innovation Loyalty 288

eglobalis

MARCH 13, 2025

Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making. Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives.

Leadership 232

Leadership B2B B2C Effort Score 232

InMoment XI

OCTOBER 22, 2024

It includes managing patient reviews, ensuring the accuracy of your online listings, engaging with patients on social media, and maintaining high visibility in search results. Failing to engage with reviews, on the other hand, can signal to patients that their feedback doesn’t matter.

Management 221

Management Social Media Healthcare Software 221

InMoment XI

OCTOBER 14, 2024

Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether. The survey itself is exhausting to complete.

Survey 195

Survey How To Hospitality Feedback 195

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market.

Customer Insights 296

Customer Insights Feedback Social Media Culture 296

InMoment XI

NOVEMBER 18, 2024

By analyzing customer behavior, you can identify factors that lead to churn, such as delayed purchases, disengagement, or negative feedback. Types of Customer Behavior Data To fully understand customer behavior, you will need to gather different types of data that provide a comprehensive view of behavior, preferences, and engagement.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Voice of Customer analysis starts by categorizing the customer feedback data. What Is Voice of Customer Analysis?

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

ECXO

OCTOBER 23, 2024

AI-powered chatbots and virtual assistants can engage in meaningful conversations, providing instant solutions and valuable recommendations. This level of proactive engagement not only improves the customer experience but also increases the likelihood of repeat purchases and customer loyalty.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand. This helps focus your efforts where they matter most. Leave me a voicemail here and I can help you on an upcoming episode.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

OCTOBER 29, 2024

Positive experiences compel customers to engage with you again. They also require less marketing effort to keep them engaged compared to new customers. Even though they often engage with you, your competitors can still sway them. Discounts or points-based programs make customers feel valued and encourage long-term engagement.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

DECEMBER 5, 2024

With customer feedback influencing decision-making, a strong reputation is your key to standing out in a competitive space. For example, closing the feedback loop with a disgruntled member can turn them into a loyal advocate. Active engagement with current and potential members will help you tailor your marketing efforts.

Management 195

Management Social Media Financial Banking 195

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

InMoment XI

DECEMBER 10, 2024

It enables you to pinpoint specific user profiles for re-engagement. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Collect Regular Feedback Consistent feedback collection is essential for tracking customer expectations and behavior.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 trillion dollars ? Yes, thats trillion , with a t. Whats the point of gamification in customer service?

Gamification 130

Gamification Contact Center Engagement Call Center 130