InMoment XI

OCTOBER 24, 2024

A customer engagement platform is a tool that allows businesses to interact with customers on different platforms, all in one place. Customer engagement platforms consolidate customer data into one location and provide tools to engage customers consistently and personally, regardless of how they interact with your business.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. But I am not against monitoring social media or using it as a responsive customer service channel. But I am not against monitoring social media or using it as a responsive customer service channel. Their customers build it for them via their raves on social media.

Social Media 167

Social Media Customer Service Self Service Customers 167

InMoment XI

JANUARY 27, 2025

At times, even the insights that surfaced from customer-agent interactions can feel burdensomean endless inbox of problems to solve. Shifting the Cost Center Mindset To understand the perception of call centers as cost centers, lets start with the cold, hard math: a typical inbound customer service call costs an average of $2 per interaction.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Retently

NOVEMBER 13, 2024

This is why Customer Experience has become the heart of online retail success. Retailers using VFR technology report significant benefits, including an increase in average order value, higher conversion rates, and reduced return rates. This growth is also fueled by retailers who recognize the power of VFRs to attract and retain buyers.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

ECXO

OCTOBER 23, 2024

This valuable information enables organizations to tailor their offerings and interactions in a highly personalized manner, truly understanding and addressing the unique needs of each customer. Zappos : Zappos uses AI to analyze customer interactions and gauge emotions in real time, helping agents adapt their responses.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Retently

OCTOBER 23, 2024

This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

Banking 195

Banking Customer Experience Effort Score Financial 195

Brandwatch CX

APRIL 1, 2025

Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. According to a recent Dimension Data report , 35% of all contact centre interactions are already digital and if growth continues at the current rate it will overtake telephone contact by 2017.

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

InMoment XI

FEBRUARY 3, 2025

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. For example, say a community discusses an upcoming neighborhood-wide event on social media.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

InMoment XI

JANUARY 22, 2025

In the broader retail industry, some stores and brands rely on local traffic more than others. Moz Local centralizes listing management, allowing supermarkets to update business information once and then push that update to more than 70 listing destinations (including online directories, search engines, social media platforms, and more).

Software 195

Software Management Social Media Multi-Channel 195

InMoment XI

JANUARY 20, 2024

Retail is one industry that’s experiencing major disruption. Retailers have no shortage of data, but they often struggle to make sense of disparate sets – much less identify ways to leverage that data to optimize the customer experience. Retailers can anticipate a customer’s future needs – and then work to proactively meet them.

Retail 195

Retail Customer Experience Social Media Chatbots 195

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 195

Retail Customer Experience Effort Score Social Media 195

InMoment XI

MAY 2, 2024

It can be argued that reputation management for retail companies is more important than it is in any other industry. In retail, the power of the review is stronger than ever. Your online reputation is also a significant factor in the way your customers perceive and interact with your brand.

Retail 195

Retail Customer Retention Strategy Management 195

ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Retently

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. Retaining Customers Through Superior Experiences : First impressions matter , but second and third interactions seal the deal.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Blueshift

NOVEMBER 8, 2024

Retail and e-commerce marketers face a challenging landscape as customers interact with brands across multiple channels, from email and social media to in-store and mobile apps. To deliver seamless, personalized experiences, brands need a strategy that connects every touchpoint.

Retail 80

Retail Marketing Social Media Touchpoint 80

ECXO

FEBRUARY 3, 2025

Todays customers expect more than just a product or servicetheyre looking for meaningful interactions, personalized attention, and a team that understands their needs before they even voice them. For businesses, these bad interactions dont just result in lost salesthey ripple out to cause long-term damage. Negative word-of-mouth.

Sales 263

Sales Customer Experience e-support Examples 263

InMoment XI

FEBRUARY 15, 2022

In 2022, modern retailers will face many challenges as the industry continues to recover from the global pandemic. During the unpredictable lockdown, retail brands were forced to transform their in-person experiences to digital ones. Simply removing checkout lines can save retail stores over $37.7

Retail 195

Retail Consumers Social Media eBook 195

InMoment XI

MAY 3, 2024

In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives. Staff Feedback: Gathering insights from frontline staff to understand customer interactions and pain points. Social Media Monitoring: Tracking customer sentiment and engagement on social platforms.

Retail 195

Retail Return on Investment ROI Analysis 195

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. While customer experience is still important, the way someone interacts with you is not like it was a decade ago.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

GetFeedback

JULY 23, 2018

Retail is changing in 2018. In this post, we’ll explain how to create an omni-channel customer journey map for your retail business—and how you can use it to improve your customer experience. A customer journey map is a tool that tells the story of a customer’s experience of interacting with your brand.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

Experience Investigators by 360Connext

NOVEMBER 13, 2014

The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. Want to appeal to consumers in retail? Most shoppers (86%) said that a retailer having an online presence is “important,” “very important” or “critical.”

Customer Confidence 279

Customer Confidence Report Retail Loyalty Programs 279

Comm100

OCTOBER 31, 2024

This is where conversational marketing comes into play, enabling businesses to interact with the intended audience on a personal level. With this strategy, you leverage relevant communication channels to interact with the right people and generate traction. What’s Conversational Marketing ?

Marketing 130

Marketing Chatbots Social Media e-support 130

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Customer Experience Customer Experience refers to how customers perceive their interactions with your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

GetFeedback

DECEMBER 21, 2018

online adults shop more with retailers that offer consistent customer service both online and offline. Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price. 90% of millennials prefer smartphones for customer service/support interactions.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

DECEMBER 10, 2024

Use surveys and social media monitoring to capture insights into customer experiences. Regular interactions remind customers of the value you offer and encourage long-term loyalty. It strengthens customer relationships: Delivering personalized interactions creates an emotional bond between customers and the brand.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 13, 2024

Here are the key steps for using data analysis to predict churn: Collect and Prepare Data Select and Train a Model Analyze Predictive Patterns Take Proactive Action Collect and Prepare Data Consider diverse data sources that capture customer interactions and behaviors. Begin by analyzing key indicators within your model’s output.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

DECEMBER 15, 2022

It has also changed the way that your customers interact with you. Whether it be directly to you (via surveys) or indirectly (through review sites, social media, and the like), your customers are creating signals throughout their journey. The COVID-19 pandemic has changed the way that businesses, well, do business.

Trends 397

Trends How To Social Media Survey 397

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. The question for online retailers is: how can we embrace this trend and deliver for our customers? Incorporate a digital sales agent.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

CSM Magazine

NOVEMBER 26, 2024

As expectations rise, companies are increasingly turning to advanced platforms like MarketOwl to harness AI for customer engagement and deliver seamless, personalized interactions across various channels. Personalization and Customized Content AI’s ability to deliver tailored experiences has revolutionized how brands interact with customers.

Interaction 52

Interaction Engagement e-support Chatbots 52

Experience Investigators by 360Connext

OCTOBER 27, 2020

Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction. Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

InMoment XI

NOVEMBER 26, 2024

Customer journey maps may also be called customer interaction maps, customer corridors, or service blueprints. Different journey maps provide unique insights, whether you’re looking to understand how customers interact with your brand today, envision an ideal future state, or analyze internal processes that affect customer outcomes.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Interactions

OCTOBER 23, 2024

How do you ensure you’re directing your IT investments into the right initiatives, avoiding low-value or infeasible projects that don’t move the needle on your retail company’s strategic goals? More than one-third (36%) of retailers surveyed by NVIDIA are currently investing in Conversational AI and NLP for digital channels.

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62

InMoment XI

SEPTEMBER 13, 2022

We at InMoment have had the pleasure of working with some of the world’s greatest brands—and one brand that definitely stands out on that list is global footwear retailer, Foot Locker. Social media and social care have been a massive opportunity for the legendary footwear retailer.

Innovation 370

Innovation Sports Tips Video 370

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Remember when retailers were scared of their online competitors? Retailers who once only sold online are building stores for customers to visit in real life. We do live in an omnichannel world, but it can still be surprising to learn how many online retailers are experimenting with brick and mortar. Becoming truly omnichannel.

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258

GetFeedback

NOVEMBER 25, 2019

Internet Retail: 80%. Internet Social Media: 72%. Specialty Retail Stores: 78%. If you’re on the hunt for a CSAT calculator that will help you measure your score and prove the possible revenue impact of satisfaction, we’ve got just the right thing for you: Our free CSAT interactive calculator.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

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. See more about retail customer loyalty below.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59