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

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. In B2C retail, brands analyze product review text to discern sentiment about product features, informing quick tweaks.

Survey 326

Survey Banking NPS Effort Score 326

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

OpinionLab

MARCH 12, 2015

When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology. We live in a multi-channel world.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

Customer Bliss

JUNE 6, 2018

Eric is a proven customer experience leader who specializes in building and growing customer experience and voice of customer organizations across multiple industries including: travel & hospitality, high-tech, financial software, healthcare, energy, retail, and telecom.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Now personalization is expected not only for retail businesses, but across all industries, both B2B and B2C. Learn more about personalized marketing in Personalized Marketing: The Ulitmate Guide to WOW Your Prospects and Customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Second to None

FEBRUARY 13, 2018

Implement mystery shopping programs to monitor the way these third-party retailers are selling your product within their different store locations. When entering into this partnership, it is important to understand how the third-party retailer plans on displaying your product.

Retail 79

Retail Voice of Customer Brands Sales 79

ijgolding

NOVEMBER 13, 2018

Today, it’s just as important for B2B businesses to be customer-centric. An outdated view would be that retail customers require more consideration when it comes to dealing with complaints and feedback. WHY VOC WORKS WELL FOR B2B. VoC has been an invaluable tool in the B2C for many years. DEPLOYING VOC IN A B2B ENVIRONMENT.

B2B 185

B2B B2C Automotive Retail 185

InMoment XI

OCTOBER 8, 2024

Listen to Customer Feedback Most companies receive customer feedback , but few organizations take the steps necessary to listen to and implement customer feedback in their organization. You can also improve customer experience by utilizing tools like sentiment analysis, which will help you analyze unstructured data.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

BlueOcean

NOVEMBER 13, 2023

And many businesses feel pressure to predict the where, when, and how of their customer interactions. Voice of Customer analytics: Everything you need to know Customer experience is, we believe, the core of excellent customer care. And voice of the customer (VoC) analytics is one valuable piece of the CX puzzle.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Build Voice of Customer program in 5 steps by Surveypal Customer Satisfaction Customer Satisfaction , or CSAT, is a broad term that describes many different types of customer surveys. How do I cancel?"

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Second to None

SEPTEMBER 27, 2018

The goal for most major retail brands is to expand their brick-and-mortar locations so that they reach as many consumers as possible. As these organizations widen their geographic reach, there can be a dip in customer service and satisfaction levels. The post Is Your Retail Brand Measuring Performance Across Different Locations?

Retail 69

Retail Measurement Brands Omni-Channel 69

Second to None

MARCH 18, 2019

Amidst these adjustments, many brands have positioned themselves in the category of experiential retail. Experiential retail, a common phrase in the industry these days, refers to the movement away from transaction-forward methods and towards a holistic, immersive customer experience. The Luxury Shopper. Knowing your Audience

Retail 59

Retail Fashion Guidelines Customer Centricity 59

Lumoa

SEPTEMBER 16, 2022

retail industry). Your score, however high or low it is, can change by how you provide a good customer experience. Take a look at the NPS in the retail industry and its 2022 benchmark as an example. Listen to the voice-of-customer. How often does your business respond to voice-of-customer and close the loop?

Net Promoter Score 195

Net Promoter Score NPS Effort Score Comparison 195

Second to None

JUNE 26, 2018

Luxury retail is a space dominated by brands with consistently great reputations, because trust serves a foundational pillar in the relationships formed between consumers and brands. If your luxury retail brand has never conducted a measurement program like mystery shopping in the past, it may be missing out on some key pieces of CX data.

Retail 63

Retail Brands Omni-Channel Fashion 63

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. What are you doing with it?

Metrics 195

Metrics NPS Infographics Effort Score 195

InMoment XI

SEPTEMBER 5, 2024

Solicit customer feedback to evaluate new ways of gaining a competitive advantage. Benefits of a Voice of the Customer Program Businesses without a Voice of Customer program observe which of their products or services are being sold most frequently, and assume that is what customers want more of.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

SurveySensum

SEPTEMBER 19, 2022

Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? Reduce customer churn.

Voice of Customer 52

Voice of Customer Social Media Feedback Survey 52

Thematic

FEBRUARY 24, 2025

After implementing improvements, menu update times dropped from 11 seconds to under 3 seconds, significantly improving satisfaction​ By leveraging real-time Voice of Customer feedback, businesses can detect issues early, optimize customer experience, and prevent churn.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

InMoment XI

NOVEMBER 2, 2021

Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1: 1: Customer Acquisition. A well-built voice of customer (VoC) program enables organizations to anticipate what new customers are seeking in a brand and thus be ahead of the curve.

ROI 195

ROI Customer Retention Infographics eBook 195

Second to None

APRIL 5, 2018

Creating a Customer Experience that encourages consistent satisfaction within every channel is the ultimate challenge of brands in any industry. This is especially true for those in retail due to the necessity to balance in-store and online resources. 1,2 [link].

Ecommerce 59

Ecommerce Retail Self Service Omni-Channel 59

Second to None

JULY 3, 2018

One industry in which understanding how third-party brands present your product is essential to success is the retail paint industry. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Our solutions are developed on the basis of solid research and statistical science.

Case Study 54

Case Study Retail Study Comparison 54

Second to None

SEPTEMBER 11, 2018

As these technologies become even more ubiquitous, optimized online touchpoints are now of paramount importance for any retail brand hoping to possess a leading omnichannel platform. Develop a digital identity that contributes to your overall brand experience by providing a unique value and reducing as much customer effort as possible.

Retail 59

Retail Brands Omni-Channel Touchpoint 59

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. How is your retail brand positioning itself to compete within these rapidly-shifting parameters?

Retail 54

Retail Brands Fashion Voice of Customer 54

Second to None

SEPTEMBER 21, 2018

As consumer purchasing options widen, it becomes increasingly challenging for retail organizations to foster a brand identity that connects with evolving consumer expectations. In the retail industry, there are a few major changes that are drastically impacting the industry landscape.

Retail 54

Retail Consumers Brands Fashion 54

Second to None

JULY 22, 2020

Customers are increasingly embracing the notion of not stepping foot inside their local store, which means lost opportunity for connection. Mindful grocery retailers are thoughtfully adjusting to deliver an exceptional curbside customer experience. Curbside appeal and the first impression.

Retail 114

Retail Guidelines Consumers Wait Times 114

Second to None

SEPTEMBER 5, 2018

A large-scale mystery shopping program is typically thought of as a tool for large national restaurant chains or retail brands because there are so many different locations all operating under the same brand umbrella. The data provided by Customer Experience measurement has driven huge changes in the retail and restaurant industry.

Retail 59

Retail Brands Guidelines Leadership 59

SurveySensum

JULY 27, 2023

According to Salesforce’s third edition of the State of the Connected Consumer Report , 64% of customers expect tailored experiences based on their preferences. Customer feedback is an invaluable tool that empowers retailers to create exceptional, personalized experiences that keep customers coming back for more.

Retail 52

Retail Examples Feedback Customer Experience 52

ServiceDock

DECEMBER 30, 2019

The retail sector is expected to continue to experience enormous challenges in the new decade. But not all retailers are suffering equally and there are examples of brands who are opening new stores and appear to be doing very well from the outside looking in. Grim times indeed.

Retail 62

Retail Customer Experience Tips How To 62

Second to None

MARCH 18, 2019

Amidst these adjustments, many brands have positioned themselves in the category of experiential retail. Experiential retail, a common phrase in the industry these days, refers to the movement away from transaction-forward methods and towards a holistic, immersive customer experience. The Luxury Shopper. Knowing your Audience

Retail 48

Retail Fashion Guidelines Customer Centricity 48

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

Lumoa

NOVEMBER 7, 2022

One way to ensure your company stands out from the competition is by personalizing the customer experience. According to a 2020 study on personalization by Epsilon and GBH Insights, “the vast majority of respondents (80 percent) want personalization from retailers”.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

SurveySensum

JULY 6, 2023

You’ve poured your heart and soul into creating captivating marketing campaigns, investing substantial resources in driving customer acquisition. Yet, despite these efforts, you notice a decrease in sales and declining customer loyalty. Even as a retail giant , Reliance Trends struggles with customer retention.

Customer Satisfaction 52

Customer Satisfaction Retail Tips Marketing 52

Second to None

MAY 24, 2018

Retail organizations can gain an advantage by training in-store associates to simply acknowledge each and every guest with a greeting statement when they enter and depart your brick-and-mortar location. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Apparel 86

Apparel Retail Competitive Advantage Voice of Customer 86

SurveySensum

JULY 6, 2023

You’ve poured your heart and soul into creating captivating marketing campaigns, investing substantial resources in driving customer acquisition. Yet, despite these efforts, you notice a decrease in sales and declining customer loyalty. Even as a retail giant, Reliance Trends struggles with customer retention.

Customer Satisfaction 52

Customer Satisfaction Retail Tips Marketing 52