Feedback Loops and Their Impact on the Customer Experience

So many businesses today are focused on getting feedback for the sake of getting feedback. They want 5-star reviews and soaring metrics. But, most businesses fail to act on a lot of the feedback they receive. In order to create a truly great customer experience, you need to implement a customer feedback loop that will integrate your customers into the business. 

What is a Feedback Loop?

A feedback loop, specifically the customer feedback loop, is defined as the process companies use to gather customer feedback and then respond to it by improving some aspect of the business or product. It is a loop because as the company makes improvements, the customers weigh in with feedback on how the improvements are faring. The company then adjusts the improvements to fit the voice of the customer. It is a constant loop of feedback and improvements. There are also two subcategories of feedback loops: a positive feedback loop and a negative feedback loop. 

Positive Feedback Loop

The positive feedback loop is just as it sounds. Customers provide positive feedback to a company, and then the company makes note of what they are doing well so that they can continue to do those things in the future. 

Consider a credit union that deploys a new 24/7 chat function to their mobile app and website. This app responds to customer concerns at all hours of the day, and provides prompt and accurate resolutions to their problems. When the interaction is over and the credit union deploys a customer satisfaction survey, the customer will answer that they were satisfied with their experience. The credit union will make note of this and make sure that future products meet the benchmark set by the successful chat function. 

Negative Feedback Loop

On the other hand, a negative feedback loop is when customers provide negative feedback about their specific pain points with a product or service. An organization can act on these insights by fixing the existing product or service, and then making sure similar issues don’t appear in the future. 

As an example, let’s imagine the same financial services firm from earlier experiences a prolonged period of poor customer service due to understaffing or inadequate training. As a result, some customers decide to send in complaints and may even switch to competing financial institutions that offer better customer support experiences. 

To alleviate this issue, the financial services firm invests in better employee onboarding and continuous employee development. 

How Does A Feedback Loop Work?

A communication feedback loop works by customers communicating with a business, the business analyzing the feedback, and then acting on it. This can be thought of as a continuous cycle and relationship between the customer and business, but can also be thought of as a repeating list. Here is a quick breakdown of how the feedback loop works:

  • Customer Interaction: The feedback loop starts with a customer interacting with a product, service, or brand. This interaction could be through purchases, support inquiries, google reviews, or any other form of engagement.
  • Feedback Generation: Following the interaction, the customer forms an opinion or experience based on their interaction. This could be positive, negative, or neutral feedback about their experience.
  • Feedback Collection: The feedback is then collected by the company through various channels such as surveys, reviews, social media, customer service interactions, and more.
  • Analysis and Action: The collected feedback is analyzed by the company to identify patterns, trends, and areas for improvement. Based on this analysis, actions are taken to address any issues, capitalize on strengths, or make enhancements to the product, service, or customer experience.
  • Implementation: Changes or improvements resulting from the analysis are implemented in the product, service, or customer experience. This could involve refining processes, updating features, enhancing customer service training, or any other actions aimed at improving the overall customer experience.
  • Customer Response: Customers interact with the updated product, service, or experience, and their responses are observed. If the changes positively impact the customer experience, it reinforces positive behavior, loyalty, and satisfaction. If the changes do not have the desired effect or worsen the experience, adjustments may be necessary.
  • Repeat: The feedback loop is an ongoing, iterative process. As customers continue to interact with the product, service, or brand, their feedback informs further improvements and adjustments, creating a continuous cycle of enhancement and refinement.

Why Are Customer Feedback Loops Important?

Customer feedback loops are an integral part of creating an integrated customer experience. Some of the most important data from your customers is qualitative, not quantitative. You need to have a way to hear that qualitative feedback, make sense of it, and act on it in order to create experiences your customers will continue to enjoy. 

When businesses actively seek and act on customer feedback, it builds trust and strengthens the relationship between the company and its customers. Customers appreciate when their feedback is acknowledged and acted upon, leading to increased loyalty and advocacy.

Ultimately, customer feedback loops can drive revenue growth by improving customer satisfaction, loyalty, and retention. Satisfied customers are more likely to make repeat purchases, refer others to the business, and positively impact the company’s bottom line.

Customer Feedback Loop Examples

Customer feedback loops can take various forms across different industries and businesses. At the end of the day, the best customer feedback loop is the one that works best for your business. The key is to choose the methods that align with the business’s goals, target audience, and resources. Here are some examples of different ways to kickstart a customer feedback loop: 

Customer Surveys

Sending out a survey to customers after a purchase, service interaction, or event is a common client loop example. Surveys can gather feedback on various aspects of the customer experience, such as product satisfaction, service quality, and overall brand perception.

Online Reviews and Ratings

Encouraging customers to leave reviews and ratings on platforms like Google, Yelp, or TripAdvisor provides valuable feedback for businesses. Monitoring these reviews is as just as important as knowing how to respond to reviews as it allows businesses to address concerns, thank satisfied customers, and improve their online reputation.

Social Media Monitoring

Understanding the importance of social media marketing is another way to implement a successful feedback loop. Monitoring social media channels for mentions, comments, and direct messages provides real-time feedback on customer sentiment and experiences. Engaging with customers on social media allows businesses to address issues promptly and build relationships with their audience.

Customer Service Interactions

Customer service interactions via phone, email, chat, or in-person provide direct feedback on customer experiences. Recording and analyzing customer service interactions help businesses identify recurring issues, training needs, and opportunities for improvement.

Product Usage Data

Analyzing product usage data, such as website analytics, app usage metrics, and product telemetry, provides insights into how customers interact with products and services. Understanding user behavior through a user feedback loop helps businesses identify usability issues, feature preferences, and areas for optimization.

Feedback Forms and Comment Boxes

Placing feedback forms or comment boxes in physical locations or on digital platforms allows customers to provide feedback conveniently. This can be particularly useful in retail stores, restaurants, hotels, and other service-oriented businesses.

Focus Groups and User Testing

Conducting focus groups or user testing sessions allows businesses to gather qualitative feedback from customers in a controlled environment. Observing how customers interact with prototypes or new features provides valuable insights into usability and functionality.

Net Promoter Score (NPS) Surveys

Net Promoter Score surveys measure customer loyalty and likelihood to recommend a product or service to others. By asking a single question (“How likely are you to recommend us to a friend or colleague?”), businesses can gauge overall customer satisfaction and identify promoters, detractors, and opportunities for improvement.

Customer Feedback Loop Best Practices

When collecting customer feedback, there are certain practices you want to follow to make sure you are getting accurate feedback that can be utilized. The most important practice to follow is to define clear objectives for collecting customer feedback. Determine what specific insights you want to gain and how you plan to use the feedback to improve the customer experience. 

Once you put goals into place and move on to actually collecting feedback, it is important to utilize multiple channels. Building an omnichannel customer experience will help you collect feedback from multiple sources that are viewable in one central location. This is so vital because your customers interact with your business in different ways, and you need to be able to communicate with them effectively regardless of the channel they are on. 

Lastly, treat feedback collection and analysis as an ongoing process rather than a one-time effort. Continuously seek feedback, iterate on improvements, and measure the impact of changes on the customer experience. Remember that the customer feedback loop is a loop, not a line. By continuously working to understand and act on your customer’s feedback, you will improve your own customer’s view of your business and the consumer view of your business in comparison to your competitors. 

How Feedback Loops Impact the Customer Experience

Feedback loops have a significant impact on the customer experience in several ways. The customers are the most important part of any business, so prioritizing their feedback makes them feel valued. Engaging customers in feedback loops fosters a sense of ownership and involvement in the brand. This will lead to increased customer experience metrics such as Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score.  

Along with increased metrics, feedback loops help businesses identify issues and pain points in the customer service process or in their products and services. These insights help businesses identify problems that they were not aware of before. Addressing these issues from customer feedback helps the business see them before they have shown up through other channels such as churn metrics, customer exit interviews, or more. Feedback loops improve the customer experience by improving business processes. 

Start a Customer Feedback Loop with InMoment

In order to effectively utilize feedback loops, you need the right solution. InMoment’s XI Platform offers a robust suite of features designed to empower businesses to understand and improve the customer experience at every touchpoint. Learn more about our customer experience platform to see how we can improve your customer feedback processes today!

Customer Experience Quotes to Inspire Your Company’s CX Transformation

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. With customer experience management emerging as a key growth strategy for companies across a wide variety of industries, the importance of delivering great experiences cannot be understated. 

According to research:

  • Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. 
  • Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology. Nevertheless, it’s an exciting and rewarding investment priority for any size and type of business. Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs, developing service training programs, and launching strategic sales and outreach efforts.

In the spirit of helping teams adopt an integrated CX approach, we gathered some of the best quotes on customer experience: what it means, how rewarding it can be for brands, what it involves, and how to plan strategically. With the right approach and unwavering commitment, companies can foster a customer experience culture and deepen their relationships with customers, leading to increased loyalty, advocacy, and business success. 

Customer Centric Quotes 

The first set of quotes about customer experience highlights the importance of focusing on the customer. 

While brands may be able to capture the interest of their audience with low prices, catchy slogans and marketing visuals, compelling sales pitches, or savvy social media campaigns, the ultimate differentiator is superior customer experience.

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” (Jeff Bezos, founder and executive chairman of Amazon)

This Jeff Bezos quote means that the company views its customers as valued guests, much like attendees at a party. As hosts of this “party,” the company is responsible for ensuring that every aspect of the customer experience is enjoyable and satisfactory. 

After all, now more than ever, consumers rate and judge businesses not by the quality or price of their products and services, but by the experience the business builds around these products and services. This involves continuously striving to improve all elements of the customer experience, whether it’s the quality of products or services, the level of customer service provided, the ease of doing business with the company, or any other aspect that impacts the customer’s interaction with the brand.

Once your entire organization understands and acts on this customer experience quote, you’ll be in a great position to attract customers and keep them coming back.

“Make a customer, not a sale.”

This old business adage is one of the best customer experience quotes for any company. Some companies are focused only on making the sale but don’t pay nearly enough attention to satisfying customers’ wants and needs. To truly drive growth, companies must manage the entire customer experience and offer next-level support. Doing so can lead to transcendental customer-company relationships, which are essential to building customer loyalty and improving customer satisfaction. 

“If you’re not serving the customer, your job is to be serving someone who is.” (Jan Carlzon, founder and former CEO of SAS Group)

Customer experience is a core value that should involve everyone in your organization, from the C-suite to the frontline. Every team or department, from marketing and sales to customer support and product development, has a stake in the customer experience.

This statement by Jan Carlzon emphasizes the importance of customer focus and service within an organization. It suggests that if an individual’s role or responsibilities do not directly involve serving the customer, then their primary responsibility should be supporting those who are directly serving customers.

In other words, every member of an organization, regardless of their specific job title or function, should ultimately contribute to the overall goal of delivering great customer experiences. Whether it’s providing internal support, resources, or assistance to frontline employees who interact directly with customers, the entire organization should be aligned with this customer-centric mindset and respond to the needs and expectations of customers.

Quotes About Customer Experience and Brand Reputation

The next set of quotes describes the connection between customer experience and brand reputation. 

A positive customer experience enhances the brand’s reputation, fosters trust and loyalty, stimulates positive word-of-mouth, shapes brand image and perception, and contributes to competitive differentiation. Conversely, negative customer experiences can damage the brand’s reputation, erode trust, and impact long-term success. Companies must therefore prioritize delivering exceptional customer experiences to strengthen their brand reputation management and build lasting relationships with customers.

“Courteous treatment will make a customer a walking advertisement.” (James Cash Penney, founder of JC Penney Stores)

One of the best customer experience quotes highlights how great experiences can lead to customers becoming advocates or promoters of your brand. 

It’s important to note that the customer experience isn’t just about the way you develop your products and deliver your services. It’s also about the way you treat your customers. If your frontline employees are unkind, uncaring, and unresponsive, there is no way customers will engage with your business beyond the initial interaction. 

Treating customers right, on the other hand, drives loyalty, strengthens your brand reputation, and engenders positive word of mouth. These satisfied customers who have been treated courteously can become powerful ambassadors for the company, effectively spreading positive word of mouth and contributing to your brand reputation and success.

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” (Warren Buffett, American businessman and co-founder of Berkshire Hathaway)

This customer experience quote by Warren Buffett captures how your brand reputation (as shaped by customer feedback, online reviews, and social media comments) can make or break your business. It highlights the importance of online reputation management and the type of impact it has on customer experience.  

With consumers no longer reliant on branded content to guide their purchase decisions, companies must stay on top of customer feedback and engage in conversations where their brand reputation is on the line. The quote also encourages brands to recognize the value of their reputation and the impact that their actions can have on it. By understanding the potential consequences of their decisions, they are more likely to approach their actions and behaviors with caution, integrity, and a long-term customer-focused perspective.

“The more advocates you have, the fewer ads you have to buy.” (Dharmesh Shah, co-founder and CTO of HubSpot)

Successfully managing the customer experience yields powerful benefits for businesses. This customer experience quote by Dharmesh Shah highlights the power of brand advocacy and word-of-mouth marketing in reducing the need for traditional advertising. When your company delights customers, you are effectively building a strong base of advocates: satisfied customers who will actively promote the brand to others and spread positive word of mouth about your products or services.

By cultivating a loyal customer base and providing exceptional experiences that inspire advocacy, you can significantly reduce customer acquisition and retention costs while still achieving strong growth. 

Quotes About Customer Experience and Leadership

The following quotes about customer experience touch on the role that leadership plays as companies look to become truly proactive and intuitive, see through customers’ eyes, and better understand their needs, wants, and expectations.

“Building a good customer experience does not happen by accident. It happens by design.” (Clare Muscutt, founder of Women in CX)

One of the best customer experience quotes talks about the importance of intentional planning and effort in creating a positive customer experience. It suggests that creating a good customer experience requires executive commitment as well as deliberate actions and strategies, rather than simply relying on chance or luck. In other words, businesses must actively design and implement processes, policies, and interactions with customers to ensure a satisfying and enjoyable experience for them.

“If people believe they share values with a company, they will stay loyal to the brand.” (Howard Schultz, former chair and CEO of Starbucks)

Great customer experience involves listening to your customers and creating a relationship in which they feel heard and valued. When they feel they have an emotional connection with your brand and believe they share values with your company, they will show loyalty and consistently choose you over competitors. 

This also underscores the significance of authenticity and consistency in brand messaging and behavior, as they contribute to fostering a deeper connection and sense of trust between a company and its customers. When customers feel a strong alignment between their own personal values and the values espoused by a company, they are more likely to develop a sense of loyalty to that brand.

“My advice is to answer every customer, in every channel, every time. This is different from how most businesses interact with customers, especially online, which is to answer some complaints, in some channels, some of the time.” (Jay Baer, author and founder of Convince and Convert)

This quote highlights the importance of consistently and comprehensively addressing customer inquiries, feedback, and complaints across all communication channels. It suggests that companies should prioritize responsiveness and engagement with customers regardless of the platform or channel they choose to communicate on. 

For example, if a customer wrote a 5-star review or gave your business a nice compliment via email, take the time to say thank you. If the feedback is negative or the review came with a low rating, acknowledge the customer and work on resolving any issues related to their experience.

This customer experience quote also touches on the importance of local listings management. By claiming ownership of specific pages on online channels where your brand is present, you can more easily listen and respond to existing and potential customers. On most directories where you have claimed listings, you’ll be able to present yourself as a representative of your company, answer questions and queries, and learn how to respond to negative reviews as well as positive feedback.

By committing to answering every customer, in every channel, every time, brands can provide attentive and personalized customer support, which can enhance customer satisfaction, build trust, and foster long-term loyalty.

“Pay attention to the way you talk about the work you’re doing. If you design for people, use people language.” (Julie Zhuo, businesswoman and former VP of design for Facebook)

Another important aspect of managing the customer experience is tailoring your messaging and communications so that the voice of your brand speaks the language of your customers. When designing products, services, or experiences for your users and customers, it’s important to use language that resonates with and is easily understood by the audience you are designing for. 

By doing so, you can more effectively connect with your audience, convey the benefits and value of your work, and ultimately create solutions that meet the needs and preferences of your customers.

Quotes About Customer Experience and the Importance of Customer Feedback

Some of the best quotes on customer experience talk about the powerful role that customer feedback plays in CX improvement. Using information from customer feedback, companies can gain valuable insights essential to improving their brand, products, services, and overall customer experience. Organizations that can monitor and manage customer feedback also often have a more complete understanding of their customers, and can easily measure customer satisfaction and loyalty. Valuable sources of customer feedback include:

  • Customer feedback and customer satisfaction surveys
  • Call center transcripts, emails, and phone calls
  • Online reviews and ratings
  • Social media comments
  • Individual customer interviews and roundtables
  • Usability tests

The most successful companies listen to and act on feedback to understand customers better and deliver improved customer experiences. Through feedback, companies get to hear customers’ stories and experiences through their own words and from their own perspective.

“I like to listen. I have learned a great deal from listening carefully. Most people never listen.” (Ernest Hemingway)

Many companies develop their marketing strategies around the many ways they can push branded content, sales messages, and promotional content to consumers. However, success in managing the customer experience is founded on a company’s ability to listen. 

Companies should listen in real-time to customers across multiple touchpoints and channels, as well as provide immediate responses to customer feedback. A Voice of the Customer program should help organizations listen in to every customer and every conversation at various stages of the customer journey — not to mention, dig deeper into data on both macro and micro levels.

“A brand is no longer what we tell the consumer it is. It is what consumers tell each other it is.” (Scott D. Cook, founder of Intuit, former founder of eBay)

This quote encapsulates the shift in the dynamics of branding and marketing brought about by the rise of social media and digital communication. Previously, companies could control their brand reputation through advertising, messaging, and other promotional efforts. However, with the emergence of social media and online reviews, consumers now have a significant influence on shaping a brand’s reputation, and their expectations of the customer experience are based on how a brand is perceived online, where companies are defined by the collective perceptions, opinions, and experiences shared by consumers with each other. 

This means that your team should prioritize customer satisfaction, engage with your audience authentically, and deliver exceptional experiences, as these factors directly impact how consumers perceive and discuss the brand. Ultimately, your brand reputation is shaped by the conversations and interactions happening among consumers, making it crucial to actively manage and nurture your reputation in the eyes of your customers.

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” (Steve Jobs, founder of Apple)

Before you can attempt to understand and improve the customer experience, you have to be able to know who your customers are. This is the first step to achieving true customer centricity.

Some of the ways you can get closer to your customers is to capture feedback and Voice of the Customer data as well as map the customer journey. Doing so enables you to gain a deeper understanding of customers’ needs, motivations, and behaviors, allowing you to anticipate future needs and deliver more personalized and proactive experiences.

Knowing your customers also means being able to identify potential pain points or areas of frustration that they may encounter during their interactions. Anticipating these pain points allows you to proactively address them, ensuring a smoother and more satisfying experience for customers.

“Your most unhappy customers are your greatest source of learning.” (Bill Gates, co-founder of Microsoft)

Negative reviews and social media comments can hurt like a gut punch, but this type of feedback can be beneficial for organizations looking to improve the customer experience. Negative feedback is a rich source of insights into areas for improvement, opportunities for innovation, and strategies for enhancing customer satisfaction and loyalty. By listening to and learning from negative feedback, you can strengthen your relationships with customers and drive long-term success.

Feedback from unhappy customers can also shed light on discrepancies between customer expectations and the actual experience you’re providing. By understanding these gaps, businesses can adjust their offerings, communications, and processes to better align with customer expectations.

“Don’t waste customers’ time asking them questions unless you are prepared to act on what they say.” (Bruce Temkin, co-founder of Customer Experience Professionals Association)

Capturing data is one thing; extracting insights from it is another. Beyond simply collecting data, companies can leverage tools like Voice of the Customer programs, predictive customer analytics, and customer feedback systems to ensure they are really hearing their customers and extracting rich, meaningful insights from their feedback. 

A good mix of both quantitative and qualitative information will help drive action and business decisions. Reviews, star ratings, and satisfaction scores are obvious quantitative measures that you can start with. But you can also dive into the entire anatomy of these reviews with natural language processing technology and customer experience analytics, which help users determine and understand qualitative information like customer sentiment, emotion, and mood.

“Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.” (Walt Disney)

This quote by Walt Disney emphasizes the importance of consistently delivering great customer experiences. The world’s most customer-centric companies are usually able to deliver experiences that inspire customers to become advocates for the brand, eager to return themselves and also to bring others along.

This means that every interaction with a customer should be performed to the highest standard possible; doing so not only helps build customer loyalty but also increases the likelihood of loyal customers sharing their positive experiences with others.

Kickstart Your Customer Experience Transformation with InMoment 

InMoment, the leader in improving experiences and the most recommended CX platform and services company in the world, can help kickstart your company’s CX transformation. InMoment’s all-in-one CX platform helps you collect, integrate, understand, and intelligently act on every signal, so that you can elevate customer experiences and achieve the greatest return from your CX program.

Unstructured Data is the Key to Improving the Customer Experience: Here’s Why

Any successful business knows that understanding their customers is key to success. The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions.

What is Unstructured Data?

Unstructured data refers to information that doesn’t have a predefined data model or isn’t organized in a structured manner like traditional databases. Unlike structured data, which fits neatly into rows and columns, unstructured data lacks a clear format, making it more challenging to analyze using traditional data processing techniques.

What Are the Characteristics of Unstructured Data?

Unstructured data is characterized by its lack of organization. It doesn’t adhere to a predefined schema or format, which makes it difficult to organize and categorize. Unstructured data often comprises a significant portion of the total data generated by organizations and individuals. Analyzing unstructured data requires more advanced techniques than standard data analysis. 

Where Does Unstructured Data Come From?

Unstructured data can come from various sources. Anytime data is qualitative, like how different customers felt they were treated by your business, it is most likely unstructured data. Other examples of unstructured data sources include social media posts, call transcriptions, and customer reviews. 

Why Is Unstructured Data Important?

To put it simply, it is estimated that close to 90% of all data is unstructured. Unstructured data is so important because it represents such a large portion of the total amount of data you will interact with. If you do not have ways of dealing with this data, you will fall behind your competitors. 

Furthermore, the most important customer data is unstructured. Normal data analysis won’t be able to tell you about a customer’s feelings related to your brand, and how those feelings will affect their interactions with your brand in the future. 

Structured Data vs Unstructured Data

Structured data and unstructured data differ primarily in their organization, format, and ease of analysis. Structured data is organized neatly into rows and columns within a database or spreadsheet, following a predefined schema. Unstructured data doesn’t adhere to a specific format or structure, which makes it more challenging to categorize and organize.

Similarly, structured data typically exists in a structured format such as databases (SQL, NoSQL), spreadsheets (Excel), or other tabular formats. Unstructured data doesn’t follow a standardized structure and can exist in forms from audio files to customer reviews. 

Overall, structured data typically represents a smaller portion of the overall data compared to unstructured data, and is relatively easier to analyze using traditional data analysis techniques. 

Examples of Unstructured Data

The best example of unstructured data is customer reviews. Online reviews don’t usually hold much quantitative value, but that doesn’t mean their impact is any less significant. Customer reviews can either elevate your brand by increasing consumer trust and brand reputation, or they can deter potential customers away from your business.

Another example of unstructured data is a call transcript. Customers who speak with contact center agents often provide key pain points that they need to be able to identify. Analyzing these transcripts with solutions such as conversation intelligence can reveal valuable insights into customer preferences, concerns, and issues, which can inform business strategies and improve customer service.

How is Unstructured Data Used?

Unstructured data, despite its inherent complexity, holds immense potential for various applications across industries. By leveraging advanced unstructured data analytics techniques, organizations can extract valuable insights and derive actionable intelligence from unstructured data. 

When customer data comes in the form of social media posts, reviews, or survey responses, it can be analyzed to gauge public sentiment toward products, services, brands, or events. Sentiment analysis algorithms classify text data as positive, negative, or neutral, which provides valuable feedback for businesses to understand customer perceptions and sentiment trends.

Consider a retail company that monitors social media platforms to analyze customer feedback about its new product release. By conducting sentiment analysis on tweets and comments, the company identifies areas of improvement, addresses customer concerns promptly, and adjusts its marketing strategies to enhance customer satisfaction down the road.

Advantages and Disadvantages of Unstructured Data

Unstructured data offers organizations rich insights and real-time feedback from diverse sources like social media and customer interactions, driving innovation and flexibility in decision-making. However, its inherent complexity, large volume, and potential quality and security challenges can pose significant hurdles in analysis, storage, and privacy protection. Here is an overview of the advantages and disadvantages of unstructured data:

Advantages of Unstructured Data:

  • Rich Insights: Unstructured data often contains rich, diverse information that can provide valuable insights into customer behavior, market trends, and business operations. By analyzing unstructured data, organizations can uncover hidden patterns, correlations, and opportunities that may not be apparent from structured data alone.
  • Real-Time Feedback: Unstructured data sources such as social media, customer reviews, and online forums provide real-time feedback and insights into customer sentiment, preferences, and opinions. This enables organizations to respond quickly to customer needs, address concerns promptly, and adapt their strategies in real-time to meet changing market demands.
  • Flexibility: Unstructured data is inherently flexible and adaptable, allowing organizations to capture and analyze a wide range of data types and formats, including text, images, videos, and audio recordings. This flexibility enables businesses to gain a comprehensive understanding of their customers and operations, driving innovation and competitive advantage.
  • Innovation: Unstructured data fuels innovation by providing new sources of inspiration, creativity, and discovery. By exploring unstructured data sets, organizations can uncover novel insights, ideas, and solutions that lead to breakthrough innovations, product enhancements, and business opportunities.

Disadvantages of Unstructured Data:

  • Complexity: Unstructured data is inherently complex and challenging to manage, analyze, and interpret. Unlike structured data, which follows a predefined schema and format, unstructured data lacks organization and consistency, making it difficult to extract meaningful insights without advanced analytics tools and techniques.
  • Volume: Unstructured data often constitutes a significant portion of the total data generated by organizations, resulting in data overload and scalability issues. Managing and storing large volumes of unstructured data can strain IT infrastructure, increase storage costs, and impact performance.
  • Quality: Unstructured data may vary widely in quality, accuracy, and reliability, leading to potential inaccuracies and biases in analysis and decision-making. Cleaning, preprocessing, and validating unstructured data can be time-consuming and resource-intensive, requiring careful attention to ensure data quality and integrity.
  • Privacy and Security Risks: Unstructured data may contain sensitive or confidential information, such as personal data, intellectual property, or trade secrets, which pose privacy and security risks if not adequately protected. Unauthorized access, data breaches, and regulatory compliance issues are significant concerns associated with unstructured data, requiring robust security measures and data governance frameworks to mitigate risks.

Overall, there are various pros and cons to the use of unstructured data. But, if businesses are diligent in setting up the proper unstructured data analysis processes, it can provide a wealth of useful information to your business. 

How Unstructured Data Relates to the Customer Experience

Harnessing the power of unstructured data will allow you to create the best customer experience for your business. By properly analyzing unstructured data, you will not only be able to identify what your customers are currently liking or disliking, you’ll be able to predict their expectations in the future utilizing predictive customer analytics. Here are some ways that unstructured data can help you improve the customer experience:

Understanding Customer Sentiment

Unstructured data, such as social media posts, customer reviews, and feedback emails, contains valuable insights into customer sentiment. By analyzing the language, tone, and context of customer interactions, you can gain a deeper understanding of customer attitudes towards your products, services, and brand. This knowledge enables organizations like yours to identify areas for improvement, address customer concerns proactively, and enhance overall satisfaction.

Personalizing Customer Interactions

Unstructured data allows businesses to personalize customer interactions and tailor their offerings to individual preferences. By analyzing customer data from various sources, such as call transcripts and purchase histories, organizations can identify patterns and trends that inform personalized marketing campaigns, product recommendations, and customer service interactions. This personalized approach can also be a part of larger AI customer experience initiatives that enhance the customer experience, foster loyalty, and drive customer engagement and retention.

Monitoring Brand Reputation

Unstructured data allows businesses to monitor and focus on their brand reputation management in real-time. By tracking mentions, reviews, and conversations about their brand on social media, news sites, and online forums, organizations can quickly identify and address potential reputation issues or crises. This proactive approach helps safeguard brand integrity, maintain customer trust, and mitigate the impact of negative publicity on the customer experience.

Harness Your Unstructured Data with InMoment

Ready to unlock the full potential of your unstructured data with InMoment? Schedule a demo today and discover how our platform can drive actionable insights and elevate your customer experience strategy!

References 

Research World. Possibilities and limitations, of unstructured data. (https://researchworld.com/articles/possibilities-and-limitations-of-unstructured-data) Accessed 2/29/24.

Every Brand’s Guide to Online Reputation Management

In today’s digital age, the reputation of organizations can be significantly impacted by what is being said about them online. This is why online reputation management has become a key growth driver for businesses: it is crucial for maintaining a positive digital footprint for your company and brand, while also helping build trust with your stakeholders. 

What is Online Reputation Management?

Online reputation management (ORM) is the use of multiple strategies and tactics designed to monitor, influence, and improve the online perception of your company, organization, and brand. It ensures that online content accurately reflects your business’s desired image. Ideally, ORM is approached as a holistic process that involves a combination of activities, including:

  • Reputation measurement
  • Search engine optimization (SEO)
  • Media and public relations
  • Online review management
  • Social listening and social media marketing
  • Customer experience management
  • Employer branding
  • Local listings management

Benefits of Online Reputation Management

Effectively managing your online brand reputation can inspire consumer confidence, foster loyalty, and drive bottom-line growth. On the other hand, a negative online reputation can drive prospects away and lead to the loss of existing customers; at the same time, it can pinpoint areas of improvement, helping your team update business processes to meet customer needs.

  • Only 5% of users look past the first page of Google search engine results. First impressions count, especially online. 
  • Customers don’t trust companies with lower than 4-star ratings. The most common filter applied is to see only companies with 4-star ratings and higher. Meanwhile, 84% don’t trust advertising and traditional sales messaging.
  • Positive reviews make 74% of consumers trust a business more. On the other hand, 60% of consumers say that negative reviews made them not want to choose a business. 
  • 84% of job seekers say the brand reputation of a company as an employer of choice is important.

These numbers highlight the importance of effective digital reputation management. Key benefits include:

  • Improved brand image: Managing your online reputation will help your company maintain a positive online presence, reinforcing the desired image and values associated with your brand.
  • Stronger customer relationships. Organizations that are responsive to what’s being said about them online (such as in reviews and social media comments) are better positioned to foster strong and lasting relationships with customers. 
  • Improved brand credibility and trust. Positive online reviews, testimonials, and content build credibility and trust among customers and stakeholders.
  • Improved search engine performance. Positive content generated through Internet reputation management efforts can help improve your search engine rankings, making it easier for potential customers to discover and choose you over the competition. 
  • Better crisis prevention and management. Good reputation management allows organizations to detect and address potential reputation threats early, minimizing the impact of negative publicity, reviews, and crises. ORM strategies can also help repair damaged reputations and rebuild trust. 
  • Improved talent acquisition. A positive online reputation improves your organization’s ability to attract and retain top talent, which is key to company success and growth.

Most importantly, effective online reputation management ensures that everyone who comes into contact with your brand — customers, prospects, employees, suppliers, the media, and stakeholders — will have a reliably positive, engaging, and valuable experience.

Is Online Reputation Management the Same as SEO?

Online reputation management (ORM) and search engine optimization (SEO) are related concepts in digital marketing, but they have key differences in their areas of focus and how results are measured.

  • Managing online reputation typically involves monitoring and managing mentions, responding to reviews and customer feedback, engaging with the audience to build trust and credibility, and creating positive content to influence public perception. ORM’s primary focus is to shape and manage the online perception of your brand. 
  • SEO, meanwhile, focuses on improving your brand visibility and ranking in search engine results pages (SERPs) for specific keywords or phrases. The main goal is to drive organic traffic through content creation and optimization.

ORM and SEO serve distinct purposes and employ different strategies to achieve their respective goals. However, there can be overlaps, as aspects of ORM, such as managing online reviews and generating positive content, can indirectly contribute to SEO efforts by enhancing your brand reputation and credibility, which can then positively impact search engine rankings.

Managing Online Reputation: How to Protect Your Brand

If your business performance hasn’t matched expectations, it may be useful to check up on your reputation and see how customers talk about and perceive your brand. Let’s dive deeper into the ways you can manage your online reputation and protect your brand. 

Audit and Monitor Your Brand Reputation

Learning how to audit, measure, and monitor your digital reputation is a great way to understand how people feel about your brand and what they think of when they come across your company’s products and services.

When auditing the content that appears online about your brand, ask questions like: 

  • Is your brand well-known online? Does it have a good following on social media and other digital platforms, and does it show up prominently in search engine results?
  • How do customers and leads perceive your brand, and what is the underlying sentiment behind their interactions and experiences with your business? 
  • What kind of content appears on search engine results pages, review websites, and social media sites whenever your business or brand is being searched? Is the content positive, neutral, or negative? 
  • How does your reputation stack up against competitors? Does your company have an understanding of industry benchmarks and online reputation management statistics to help influence your goals?

Win Your Local Search Market

97% of people learn about and find local businesses online. Whether you’re running a small business or an enterprise-level organization with hundreds or thousands of business locations, it’s important to establish your visibility in search engines through the management and optimization of your local business listings.

These listings appear in search results when people search for your company online. Not only do they display your business information; they also play a vital role in determining your brand reputation, search engine rankings, and revenue.

Part of successful brand reputation management is creating effective local listings that accurately reflect your brand as well as drive customers to your business locations. This involves a good amount of research, data entry, verification procedures, and manually logging in and out of websites — which you have to repeat every time your business information changes: say, you moved your business address or your store hours changed. 

To stay efficient, you must have an understanding of which ones matter most to you. When managed and optimized properly, listings can serve as powerful marketing assets that can do wonders for your brand. They can do the same job as traditional advertising and marketing, but where offline or print efforts may fall short — specifically: getting your business found online — a sound local listing management strategy can make the most impact.

Engage Effectively On Social Media

Many of the world’s top brands are known for having an active, thoughtful, and engaging social media presence. Whether it’s on Facebook, Twitter, Instagram, or Linkedin, brands with an excellent reputation often have rapidly growing communities of social media fans and followers.

Social media, after all, offers a great platform not only for raising awareness about your products and services but also for establishing your company’s thought leadership and expertise. 

Apart from pushing promotional brand content, your team should keep an eye out for conversations about your brand. Develop a social listening strategy if this is something you don’t yet have. Answer questions that users bring up when they mention you, steer them towards content that provides additional context if they have an early interest in your offerings, or simply thank people if they mention their experience at one of your locations.

Social media is also an effective channel for generating goodwill for your brand, and for crafting your digital reputation in ways that inspire customers’ trust. Your organization may also consider investing in social listening tools to understand the full spectrum of conversation around your brand, as well as to monitor social media for any negative comments or mentions.

Master the Art of Responding to Reviews

Companies need to learn how to respond to negative reviews, especially in situations where these reviews might damage their brand reputation.

According to InMoment research, companies aren’t responding fast enough (or at all) to reviews. 53% of customers expect businesses to respond to negative reviews within a week. 1 in 3 have a shorter time frame of 3 days or less.

Ensure that your team has a process in place for getting back to customers and replying to their reviews. When you receive low ratings or negative feedback, act quickly to resolve issues. Take time to thank your reviewers for sharing their feedback, and always personalize your responses and reinforce the positives in the customer experience. 

By mastering the art of responding to reviews, you can protect and strengthen your brand reputation while also driving meaningful engagement with customers.

Encourage Customer Reviews Online

When you deliver experiences that customers love, they won’t hesitate to vouch for you. All you have to do is ask. So, as part of your online reputation management strategy, establish a workflow for requesting reviews from customers. 

A stream of 5-star reviews from customers helps showcase your business and creates powerful social proof for inspiring shopper confidence and driving sales. Proactively asking for reviews and customer feedback is also a great way to perform instant outreach: it helps strengthen customer relationships and connects your business to the voices that matter the most. This isn’t to mention the SEO impact of new reviews, which can improve your search engine visibility and amplify your listings’ local SEO signals. 

Plan for Crisis

By planning for potential crises in advance, a company can develop communication strategies and procedures to respond quickly and effectively when a crisis occurs. This proactive approach allows you to mitigate the negative impact on your brand reputation before the situation escalates. 

In times of crisis, stakeholders also look to the company for leadership and transparency. A well-planned crisis management plan helps maintain trust by demonstrating the organization’s commitment to addressing issues responsibly. 

Capture and Analyze Customer Feedback

There is a range of reputational benefits that can come from listening, acting, and responding to what customers say about your brand, product, service, or business location. By capturing and analyzing customer feedback, you can also: 

  • Measure and improve your customer experience KPIs and metrics
  • Customize your products and services to respond to the voiced needs and wants of your customers 
  • Drive customer satisfaction and loyalty 
  • Prioritize high-impact customer issues, trends, and developments that are impacting the customer experience
  • Evaluate new ways of gaining a competitive advantage 
  • Generate advanced marketing insights and opportunities

When capturing customer feedback, be sure to collect data from sources such as surveys, focus group discussions, field reports, and customer roundtables. Digital innovations have expanded the ways you can listen to the voice of the customer, which means you can also capture feedback from emails, NPS results, usability tests, online reviews, social media comments, and more.

Choosing Your Online Reputation Management Solution: Features to Look For

When selecting an online reputation management solution or services provider, it’s crucial to consider various features that align with your specific needs and goals. Here are some key features to look for:

Review Management

The best reputation management solutions help companies efficiently manage and respond to online reviews.

Reviews on websites like Google, Facebook, Yelp, and Tripadvisor can impact your online brand reputation. By having a review management tool in place, your team can streamline the process of monitoring, responding to, analyzing, and generating reviews. A review response workflow is of particular importance: by getting back to customers promptly and professionally, you can build goodwill and inspire customer loyalty. 

Social Media Listening and Monitoring

Social listening is a marketing concept that’s used to describe a wide range of processes that involve tracking and monitoring online mentions and social media comments containing your brand name. Social media listening tools can even help teams interpret data and gain actionable insights from social media conversations.

In today’s age — where first impressions of brands are often created on digital properties and social media platforms — a good understanding of your brand awareness and reputation is critical. An effective social listening strategy can help you achieve this type of understanding.

Apart from enabling your company to monitor social media mentions and comments, social listening also gives you access to the full spectrum of conversation around your brand. This, in turn, can help you discover trends and patterns that shape your brand reputation and define the customer experience — helping you achieve a more accurate, complete, and unified view of the customer, as well as implement changes based on feedback.

Local SEO and Local Listings Management

Incorrect and outdated business data that appears online can drive away customers who could have become customers and loyal fans of your brand. When looking for an online reputation management solution, consider looking for features that help you manage your local listings. This helps you achieve brand consistency in the digital landscape and prevents situations — incorrect hours, an outdated phone number, missing website URLs — that could frustrate potential customers.

Customer Experience Management

Beyond monitoring mentions and reviews, it’s also useful to look for Internet reputation management solutions that are capable of capturing and analyzing trends, topics, and data that impact the customer experience. This can provide valuable insights into potential areas of improvement, emerging issues, and opportunities for engagement.

For organizations of any size, this can be a complex and challenging process that involves strategy, integration of technology, and executive commitment. A customer experience platform should help your company achieve a complete and accurate picture (360-degree view) of your customers, with integrated up-to-date reputational data and customer data, so that your company can monitor, manage, and organize every interaction throughout the entire customer lifecycle.

Competitive Intelligence and Industry Benchmarking

Competitive intelligence tools give you access to insights that help your organization understand the target market, identify areas where competitors outperform you, benchmark your performance against competitors, and measure your progress against theirs.

One of the most important insights you can gather is accurate information on how potential customers perceive and talk about your brand vs. the competition. When evaluating solutions, it’s useful to look for an online reputation management tool that offers the ability to evaluate and monitor the competition in terms of their online reviews, ratings, search rankings, and reputation.

The competition’s review data, automatically categorized, can deliver insights into areas that the competition excels in as well as areas where they are lacking. That way, you can build strategies to create more desirable consumer experiences.

Employer Brand Monitoring

Companies with positive employer branding get twice as many applications as companies with negative brands, and they spend less money on employees. As part of your online reputation management activities, your leadership team must put their employer brand under careful watch.

An employer brand monitoring solution can help you better understand your value proposition (as an employer), listen to authentic, candid feedback from employees, grow your company’s social media presence, and effectively monitor employee reviews on websites like Indeed and Glassdoor. 

Build and Grow Your Online Reputation with InMoment

Companies of every size and across every industry or business category can benefit from effective online reputation management software and strategy. This couldn’t be more true in today’s age, when consumers make purchase decisions based on your online reputation, more so than on your advertising, direct sales messages, pricing, or branded promotional content. 

The world’s top brands partner with InMoment to manage, protect, and strengthen their online reputation. By combining reviews, ratings, and social media data with multichannel Voice of the Customer feedback, InMoment provides integrated insights companies need to build a rock-solid online reputation as well as deliver captivating customer experiences.

References 

Poll the People. “Value Of #1 Position On Google – Positional Analysis Study” (https://pollthepeople.app/the-value-of-google-result-positioning-3/). Access 2/8/2024.

Why You Should Use Probability Sampling in Your CX Efforts

When you think of probability sampling, you may think about statistical analysis and research studies. However, probability sampling can be a great tool for CX practitioners because it allows them to systematically collect feedback from representative samples of customers, which enables them to gain deeper insights into customer needs, preferences, and satisfaction levels. 

By using probability sampling methods, CX practitioners can make data-driven decisions, identify areas for improvement, and tailor products and services to better meet customer expectations, ultimately enhancing the overall customer experience.

What is Probability Sampling?

Probability sampling is a method used in statistics to select a subset of individuals or items from a larger population in such a way that every individual or item has a known, non-zero probability of being chosen. In other words, each member of the population has a chance of being selected, and this chance can be quantified.

What is the Goal of Probability Sampling?

The goal of probability sampling is to obtain a sample that accurately represents the larger population from which it is drawn. By ensuring that every member of the population has a chance of being selected, probability sampling allows researchers to make statistical inferences about the population based on the characteristics of the sample. This helps to minimize bias and increase the reliability of the conclusions drawn from the sample.

What are the Different Types of Probability Sampling?

There are various probability sampling methods, the four most common types are simple random sampling, stratified sampling, systematic sampling, and cluster sampling. Each type of probability sampling has its own strengths and weaknesses, and the choice of method depends on factors such as the nature of the population, the resources available, and the goals of the research.

Simple Random Sampling 

In simple random sampling, every individual in the population has an equal chance of being selected, and each selection is made independently of the others. This can be achieved by methods such as random number generators or drawing names from a hat. Simple random sampling is straightforward and ensures that each member of the population has an equal opportunity to be included in the sample.

Stratified Sampling

When it comes to stratified sampling, the population is divided into subgroups or strata based on certain characteristics that are relevant to the research (e.g., age, gender, income level). Then, a simple random sample is taken from each stratum. This ensures that each subgroup is represented proportionally in the sample, which can increase the precision of estimates for each subgroup and the overall population.

Systematic Sampling

In systematic sampling, individuals are selected from the population at regular intervals after a random start. For example, if you have a population of 1000 and want a sample size of 100, you might select every 10th individual after randomly selecting a starting point between 1 and 10. Systematic sampling can be more convenient than simple random sampling and still provide a representative sample if the population is ordered in some way.

Cluster Sampling

In cluster sampling, the population is divided into clusters (e.g., geographical areas, schools, households) and then a random sample of clusters is selected. All individuals within the chosen clusters are included in the sample. Cluster sampling can be more practical and cost-effective than other methods, especially when the population is large and dispersed. However, it may introduce more variability because individuals within the same cluster may be more similar to each other than to individuals in other clusters.

What Probability Sampling Method is Best?

The “best” probability sampling method depends on various factors including the nature of the population, the research objectives, resource constraints, and practical considerations. There isn’t a one-size-fits-all answer, as each method has its own advantages and limitations. However, researchers typically choose the method that best balances accuracy, feasibility, and cost-effectiveness for their specific study. Here is a quick overview of when to use each method: 

  • Simple Random Sampling: This method is ideal when each member of the population is equally important to the study and there are no relevant subgroups or strata to consider. It’s straightforward and easy to implement but may not be practical for large or geographically dispersed populations.
  • Stratified Sampling: If the population can be divided into meaningful subgroups or strata based on relevant characteristics, stratified sampling can improve the precision of estimates for each subgroup and the overall population. It’s particularly useful when there is variability within the population and when researchers want to ensure representation from each subgroup.
  • Systematic Sampling: Systematic sampling is convenient and practical when the population is ordered in some way, such as in a list or a sequence. It’s easy to implement and may provide a representative sample if the order doesn’t introduce bias. However, it can be sensitive to periodic patterns in the data.
  • Cluster Sampling: Cluster sampling is useful when the population is large and dispersed, making it impractical or costly to sample individuals directly. It can reduce costs and logistical challenges by sampling groups or clusters of individuals. However, it may introduce more variability because individuals within the same cluster may be more similar to each other than to individuals in other clusters.

Ultimately, the choice of probability sampling method should be guided by careful consideration of the specific research context and goals, as well as practical constraints such as budget, time, and available resources.

How to Conduct Probability Sampling

When conducting probability sampling, it is important that you go about it the right way to ensure that your findings are a complete and accurate representation of your sample. Here is a quick overview of the steps to conduct probability sampling: 

  • Define the Population: Clearly define the population of interest for your study. This is the entire group that you want to make inferences about.
  • Identify Sampling Frame: Create a list or other representation of the population from which you will draw your sample. This is known as the sampling frame. It should include all individuals or items in the population.
  • Choose a Sampling Method: Select a probability sampling method that is appropriate for your study and population. Consider factors such as the nature of the population, available resources, and research objectives.
  • Determine Sample Size: Decide on the size of your sample, which should be large enough to provide reliable estimates but small enough to be manageable within your constraints.
  • Select Sampling Units: Use the chosen sampling method to select sampling units from the sampling frame. Ensure that each unit has a known, non-zero probability of being selected.
  • Implement Sampling Procedure: Select the sample units according to the chosen sampling method. This might involve random selection, stratification, systematic sampling, or clustering, depending on the method chosen.
  • Collect Data: Once the sample has been selected, collect data from each sampled unit. Ensure that data collection procedures are standardized and consistent across all units.
  • Analyze Data: Analyze the data collected from the sample using appropriate statistical methods. Make inferences about the population based on the characteristics of the sample.
  • Draw Conclusions: Draw conclusions about the population based on the results of your analysis. Be sure to consider the limitations of your sample and any potential sources of bias.
  • Report Findings: Finally, report your findings, including details about the sampling method used, sample size, and any limitations or assumptions made. Provide enough information to allow others to assess the validity and generalizability of your results.

Probability vs Non-probability Sampling

The primary difference between probability and non-probability sampling lies in how the sample is selected and the extent to which the selection process allows for the generalization of results to the larger population.

In probability sampling, every individual or item in the population has a known, non-zero chance of being selected for the sample. Each member of the population has an equal opportunity of being chosen, and the selection is based on random processes. Results from probability sampling can be generalized to the larger population with a known degree of confidence, assuming proper sampling techniques and randomization.

In non-probability sampling, the selection of individuals or items for the sample does not involve random processes, and not every member of the population has a known chance of being selected. Non-probability sampling methods include convenience sampling, purposive sampling, snowball sampling, and quota sampling. Results from non-probability sampling cannot be statistically generalized to the larger population with the same level of confidence as probability sampling. Instead, they are typically considered exploratory or descriptive in nature and may be subject to various biases.

Advantages and Disadvantages of Probability Sampling

Probability sampling is a useful technique and should be utilized frequently. However, when conducting probability sampling, you should be aware of the advantages and disadvantages of doing so. 

Advantages

  • Representativeness: Probability sampling methods ensure that each member of the population has a known chance of being selected for the sample. This helps to create a sample that is more likely to be representative of the larger population.
  • Generalizability: Because probability sampling provides a representative sample, the results obtained from the sample are more likely to be generalizable to the entire population. This allows researchers to make valid statistical inferences about the population based on the characteristics of the sample.
  • Statistical Inference: Probability sampling allows for the calculation of statistical measures such as sampling error, confidence intervals, and p-values. This enables researchers to quantify the uncertainty associated with their estimates and draw more reliable conclusions.
  • Randomization: Probability sampling methods typically involve random selection processes, which help to minimize selection bias and ensure that the sample is not systematically skewed in one direction.
  • Precision: Probability sampling methods such as stratified sampling can improve the precision of estimates by ensuring adequate representation of different subgroups within the population.

Disadvantages

  • Resource Intensive: Probability sampling methods can be more resource-intensive and time-consuming compared to non-probability sampling methods, especially for large or dispersed populations.
  • Complexity: Some probability sampling methods, such as stratified or cluster sampling, can be more complex to implement and require careful planning and coordination.
  • Sampling Frame Required: Probability sampling methods require a comprehensive sampling frame that includes all members of the population. If the sampling frame is incomplete or inaccurate, it can introduce bias into the sample.
  • Practical Constraints: In some cases, it may be impractical or impossible to obtain a probability sample due to resource constraints, logistical challenges, or the nature of the population.
  • Sampling Error: While probability sampling aims to minimize sampling error, it cannot eliminate it entirely. Variability within the population and sampling variability can still affect the accuracy of estimates obtained from the sample.

Probability sampling offers the advantage of providing representative and generalizable results, but it may be more resource-intensive and complex to implement compared to non-probability sampling methods. Careful consideration of the advantages and disadvantages of probability sampling is necessary when designing a research study.

How Probability Sampling Can Improve the Customer Experience

Probability sampling can be leveraged to improve the customer experience in several ways. By using probability sampling methods such as stratified sampling, businesses can ensure that they capture a diverse range of customer opinions and preferences. This allows them to gain a deeper understanding of their customers’ needs and expectations.

Probability sampling also allows businesses to measure customer satisfaction using statistically valid methods. By regularly surveying a representative sample of customers, businesses can track changes in satisfaction levels over time and identify trends or patterns that may impact the customer experience.

See how you can conduct probability sampling in InMoment’s XI Platform by scheduling a demo today!

Improving Customer Experience Through Stratified Sampling

Market research and market segmentation is a crucial part of launching any campaign or product. One part of this process that is often overlooked is how market segments are developed. It is important to use proper sampling techniques to gain the most accurate market segmentation results. One of these techniques is stratified sampling. 

Stratified sampling provides businesses with a nuanced understanding of customer preferences and behaviors within each segment, allowing for the development of personalized marketing strategies. By tailoring marketing messages, promotions, and campaigns to specific customer segments, businesses can increase relevance and engagement, ultimately enhancing the overall customer experience.

What is Stratified Sampling?

Stratified sampling involves dividing a population into subgroups or strata based on certain characteristics that are relevant to the research objectives. These characteristics could include demographics, geographic location, purchasing behavior, or any other pertinent factors. Once the population is segmented, researchers can then randomly sample from each subgroup to ensure representation across all strata.

What is the Purpose of Stratified Sampling?

The primary purpose of stratified sampling is to reduce sampling variability and increase the precision of estimates by ensuring that each subgroup of the population is adequately represented in the sample. By targeting specific strata, researchers can capture the diversity within the population and draw more accurate conclusions from the data collected.

How to Conduct Stratified Sampling?

To conduct stratified sampling effectively, researchers must first identify the relevant stratification variables based on the research objectives. Once the strata are defined, researchers determine the sample size for each stratum based on its proportion within the population. Then, random samples are drawn from each stratum to form the overall sample.

What is an Example of Stratified Sampling?

Consider a cosmetics company that aims to develop new skincare products tailored to the specific needs and preferences of different age groups within its customer base. To achieve this, they decide to conduct a market research study using stratified sampling.

This company would begin by identifying age as the stratification variable. They divide their customer base into distinct age groups, such as:

  • 18-25 years old
  • 26-35 years old
  • 36-45 years old
  • 46 years old and above

Next, they determine the proportion of customers in each age group based on their customer database or previous sales data. Let’s say they find that their customer distribution across age groups is as follows:

  • 18-25 years old: 30%
  • 26-35 years old: 35%
  • 36-45 years old: 25%
  • 46 years old and above: 10%

Based on these proportions and the desired sample size, this company calculates the number of respondents needed from each age group to ensure adequate representation.

Once the sample sizes for each age group are determined, this company selects a random sample of customers from each stratum. For example, if they need 100 respondents in total:

  • From the 18-25 age group: 30 respondents
  • From the 26-35 age group: 35 respondents
  • From the 36-45 age group: 25 respondents
  • From the 46+ age group: 10 respondents

They can then reach out to these selected customers through surveys, focus groups, or interviews to gather their opinions, preferences, and skincare needs.

After collecting the responses, they analyze the Voice of the Customer data within each age group separately. They can identify common trends, preferences, and pain points within each demographic segment.

Armed with insights from the stratified sample, they can develop targeted marketing campaigns and skincare products tailored to the specific needs and preferences of each age group. For instance, they might find that younger customers prefer lightweight, hydrating formulas, while older customers prioritize anti-aging benefits and skincare products with rich textures.

By using stratified sampling, this company ensures that its market research is comprehensive and representative of its diverse customer base. This approach allows them to make informed decisions and create products that resonate with each segment of their audience, ultimately enhancing the overall customer experience.

Advantages of Stratified Sampling

Stratified sampling offers several advantages over other sampling methods, including increased precision, reduced bias, enhanced generalizability, detection of subgroup differences, and efficient resource allocation. By leveraging these benefits, researchers can obtain more accurate and actionable insights from their data, ultimately leading to better-informed decision-making and improved outcomes. Here are some advantages of stratified sampling:

Increased Precision

One of the primary advantages of stratified sampling is its ability to increase the precision of estimates by ensuring representation from all subgroups or strata within the population. By dividing the population into homogeneous groups based on relevant characteristics, such as demographics or behavior, researchers can capture the variability within each stratum more effectively. This precision leads to more accurate and reliable results compared to simple random sampling, especially when there are significant differences between subgroups.

Reduced Sampling Bias

Stratified sampling helps mitigate various biases, such as voluntary response bias, by ensuring that each subgroup of the population is adequately represented in the sample. This reduces the risk of over-representing or under-representing certain segments of the population, which can skew the results and lead to erroneous conclusions. By sampling proportionally from each stratum, researchers can obtain a more balanced and representative sample, thereby minimizing bias and increasing the validity of the findings.

Enhanced Generalizability

Because stratified sampling ensures representation from all subgroups within the population, the results are often more generalizable or applicable to the entire population. By capturing the diversity of characteristics and perspectives across different strata, researchers can draw conclusions that are more robust and applicable to a broader range of individuals or entities. This enhanced generalizability makes the findings from stratified sampling more valuable for informing decision-making and guiding actions within the population of interest.

Detection of Subgroup Differences

Another advantage of stratified sampling is its ability to detect differences or patterns within specific subgroups of the population. By analyzing the data separately for each stratum, researchers can identify unique trends, preferences, or behaviors that may exist within certain demographic or behavioral segments. This granularity allows for a deeper understanding of the population dynamics and can inform targeted interventions or strategies tailored to the needs of different subgroups.

Efficient Resource Allocation

Stratified sampling can also lead to more efficient resource allocation by focusing data collection efforts on the most relevant subgroups or strata within the population. Instead of using resources indiscriminately across the entire population, researchers can prioritize areas of interest or importance based on the stratification variables. This targeted approach not only saves time and resources but also maximizes the utility of the data collected, resulting in a more cost-effective research process.

Types of Sampling

There are various different sampling methods and each sampling method has its own advantages and limitations, and the choice of method depends on various factors such as the research objectives, the characteristics of the population, resource constraints, and the desired level of precision and generalizability. Researchers must carefully consider these factors when selecting the most appropriate sampling method for their study. Here are some common examples of different types of sampling. 

Random Sampling

Random sampling, or simple random sampling, involves selecting individuals from a population entirely by chance, where each member of the population has an equal probability of being chosen. This method is widely used because it is relatively easy to implement and helps to reduce bias in the selection process. Random sampling can be done with or without replacement, meaning that individuals may or may not be returned to the population after selection.

What is Stratified vs Random Sampling?

Stratified sampling and random sampling are two different approaches to selecting a sample from a population for research purposes. Stratified sampling involves dividing the population into subgroups or strata based on specific characteristics that are relevant to the research objectives. Samples are then independently drawn from each stratum, ensuring representation from all segments of the population. On the other hand, random sampling involves selecting individuals from a population entirely by chance, where each member of the population has an equal probability of being chosen. 

Systematic Sampling

Systematic sampling involves selecting every nth individual from a population after starting with a random sample. For example, if a researcher wants to sample every 10th person from a list of customers, they would randomly select a starting point and then select every 10th person thereafter. Systematic sampling is efficient and straightforward, but it may introduce bias if there is a pattern or periodicity in the population.

Stratified Sampling

As discussed earlier, stratified sampling involves dividing the population into subgroups or strata based on relevant characteristics and then sampling from each stratum proportionally. This method ensures representation from all segments of the population and increases the precision of estimates by capturing variability within each stratum.

Use Stratified Sampling with InMoment

Any good CX program is built on the foundation of understanding your customer. By using stratified sampling methods with InMoment’s Market Experience Software, you can work to conduct more effective market research to make sure you are on the right track for improving your customer experience. Schedule a demo to see what InMoment can do for you today!

Integrated CX: The Complete Guide

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. However, creating an integrated CX program can make this easier than you might think. At InMoment, we are dedicated to delivering tangible business value and bolstering your bottom line through a comprehensive integrated CX approach.

What is Integrated Customer Experience (CX)?

Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers. It’s creating an integrated customer experience by seamlessly bringing together a wealth of information, utilizing cutting-edge technology, and providing top-notch service to reveal the hidden gems within your customer experience. By merging these elements, Integrated CX empowers businesses to make informed decisions, improve customer satisfaction, and drive success in an increasingly data-driven world. In short, integrated customer experience is an anti-siloed CX strategy. 

A picture showing three different forms of feedback that connect to show one message.

Integrated CX vs. CX Integrations

While integrated CX and CX integrations may sound similar, they have different meanings and applications for businesses looking to improve their customer engagement. 

Integrated customer experience revolves around breaking down data silos and consolidating customer data from diverse sources into a unified and accessible repository. The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback. By amalgamating data from sources like sales, marketing, and customer support, integrated CX provides a holistic perspective, enabling organizations to understand customer behavior and preferences more thoroughly.

On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management. Instead of concentrating on data consolidation, CX integrations emphasize the interoperability of software solutions. This involves integrating various tools and platforms to streamline processes, automate workflows, and enhance overall efficiency in delivering exceptional customer experiences.

In essence, integrated CX is about centralizing customer data for a unified view, while CX integrations focus on the integration of diverse software tools to enhance the capabilities of the customer experience. 

Benefits of Integrated Customer Experience

Most businesses think that integrated CX is a practice that realizes very little monetary value. However, that couldn’t be further from the truth. Integrated customer experience is a catalyst that improves organizations’ main metrics and bottom line. 

As a matter of fact, a study of over 10,000 CX practitioners showed that those who used holistic data sets to make customer decisions also saw an increase in metrics such as: 

  • 91% Higher NPS Score
  • 89% Higher Retention
  • 93% More Profitable 

Developing an integrated customer experience strategy will lead to higher levels of efficiency and engagement in your employees that will reflect in customer interactions. This alignment can lead to 2.4x more revenue growth in your business. 

A chart showing that an integrated cx organization realizes 2.4x higher revenue growth than one who does not.

With this data, it is clear that integrated CX is a strategic investment that pays off in improved customer relationships, operational efficiency, and overall business success. 

What Are the Key Elements that Make Up Integrated Customer Experience?

Integrated customer experience is composed of three main elements. These elements help businesses make sense of all types of data throughout the customer journey to help you make informed decisions. Here are the three main elements of integrated CX:

  1. Ability to connect data from everywhere
  2. Richer insights
  3. Smarter Actions

1. Capture and Connect Data From Every Source

InMoment’s first pillar of integrated customer experience is achieved by consolidating Voice of the Customer (VoC) data and non-customer data across the full customer journey by leveraging all forms of customer feedback channels. 

In order to be successful in today’s business environment, you need to leverage all your data, not just survey data. While surveys are an important first step, to get a comprehensive analysis of your VoC, you need data from all channels including:

  • Call transcripts
  • Emails
  • Employee feedback
  • Online chats
  • Reviews
  • Social media
  • Surveys
  • Support tickets

For example, imagine a customer named Sarah who frequently shops at an online clothing store. After her most recent purchase, she reported that she was “extremely dissatisfied” with her experience in a transactional customer experience survey. If you were to just stop there, you wouldn’t know why she was dissatisfied. 

However, if you were to look at her online chat data, you can see she was inquiring about getting the number to contact a customer service representative because her product was lost in shipment to her home address. 

Furthermore, if you were to look at her purchase history, her purchase was actually a repurchase of a product she had rated 5 stars in the past and described as “the most comfortable shirt that I own.” 

Based on these insights from multiple feedback channels, this retail brand can make sure Sarah’s order reaches her home address, give her product recommendations based on her past reviews, and contact the distribution department to make sure mistakes like this don’t happen in the future. 

These real-life scenarios happen more often than not and are often missed or provide misleading data.  For a real-world example, check out how Foot Locker partnered with InMoment to create an integrated customer experience program and boost their customer experience.

2. Identify the Richest Insights

This unified view of data serves as a powerful compass, guiding your organization toward faster, more impactful action. With all your customer data neatly organized and accessible in one place, the once overwhelming task of deciphering customer sentiments, behavior patterns, and preferences becomes a streamlined process. This puts you on the right track to creating a complete integrated customer experience program. 

From here, you need to utilize best-in-class AI technology and expert guidance from customer experience experts to help you sort through large amounts of customer data and identify key trends such as:

  • Areas for process improvement
  • Potential pain points in the customer journey 

This technology identifies critical trends that may have previously flown under the radar. Data-driven clarity empowers your organization to make informed decisions with confidence.

Using these methods, you can improve the decisions made from both structured and unstructured customer feedback. You can even associate this feedback with important customer experience KPIs such as churn rate, average purchase amount, and time to resolution. 

3. Unlock the Smartest Actions

Once you have sifted through the data, you can work to automate elements of your customer experience program. By automating elements of your customer experience program, you can significantly reduce the time it takes to execute various tasks. Through automation, processes that once required manual intervention, such as sending personalized follow-up emails, analyzing customer feedback, or triggering targeted marketing campaigns based on customer behavior, can now be executed swiftly and efficiently. This not only accelerates the speed at which you can respond to customer needs but also frees up valuable time and resources for your team to focus on strategic initiatives and high-impact activities.

By automating those tasks, you also have more time to empower multiple stakeholders in the overall strategic decisions behind your customer experience efforts. Whether it’s tracking customer acquisition costs, monitoring sales conversion rates, or analyzing customer lifetime value, access to relevant and actionable data empowers stakeholders to collaborate effectively and optimize strategies to maximize overall company ROI.

How Does Integrated Customer Experience Work?

To sum it all up, integrated CX focuses on three key drivers that help businesses improve their bottom line. The three most important are:

  • Integrated signals: Bringing together the voice of customer data and non-customer data across the full customer lifecycle from surveys, chats, reviews, calls, etc
  • Integrated Insights: Delivering both leading technology and strategic expertise to deliver business insights that lead to ROI
  • Integrated Action: Eliminating the silos that exist in many companies, facilitating a coordinated, data-driven approach to prioritizing action

These three elements help deliver an integrated customer experience that drives sustainable growth and customer loyalty. With each key component, there is more than meets the eye. Let’s dive deeper into each one to explore how InMoment achieves customer experience success through integrated CX.

How to Set Up Your Business for Integrated CX 

Setting up your business for integrated customer experience requires a strategic approach that encompasses technology, processes, and a customer-centric mindset. Here are some things you need to do to set your business up for success:

1. Define Your Customer Touch Points

Start by mapping out all the touchpoints where your customers interact with your business. This includes website visits, social media engagement, purchases, customer support interactions, and more. Understanding the various channels through which customers engage with your brand is crucial for effective integration.

2. Identify Key Data Sources

Pinpoint the diverse sources of customer data within your organization. This could include data from sales, marketing, customer support, and other departments. Recognize the systems and platforms that store valuable customer information. This step lays the foundation for consolidating data and creating a centralized source for all your data.

3. Break Down Data Silos

Overcoming data silos is a critical aspect of integrated customer experiences. Ensure that your customer experience management platform facilitates the exchange of data across departments, eradicating barriers that impede a unified customer view. Collaboration between teams becomes more effective when everyone has access to a comprehensive customer profile.

While this is only a list to get you started and not a comprehensive guide on how to implement integrated CX, your business can still establish a robust foundation for integrated customer experiences. 

How to Measure the Success of Integrated CX

Integrated customer experience can add immense value to your business, but what that will look like will vary from business to business. In order to measure the success of any CX program, you need to understand exactly what you are trying to achieve. To do this, it is important to define your main goals and, more importantly, your main metrics. Here are some common customer experience KPIs and metrics to measure the ROI of Integrated CX. 

Customer Satisfaction Score (CSAT)

CSAT scores remain a fundamental metric for evaluating customer satisfaction. This is most commonly done with a short survey where a customer is asked how satisfied they were with a recent transaction. This may look something like periodically gathering feedback from customers regarding their experiences after the integration implementation. Analyze the CSAT scores to identify trends and areas that may need improvement, providing valuable insights into overall customer satisfaction.

Net Promoter Score (NPS)

NPS measures the likelihood of customers recommending your business to others. This is most likely done in a survey form by asking customers to answer this question on a scale of 1-10. By tracking changes in NPS before and after implementation, you can assess the impact on customer loyalty. A positive shift in NPS indicates that integrated efforts are resonating positively with your customer base.

Customer Effort Score (CES)

The Customer Effort Score asks the customer how much effort was required to handle a request. Answers typically range from “Very Easy” to “Very Difficult” and are often measured on a scale of 1-5. Tracking these scores and their progressions over time can help you gauge the effectiveness of customer experience initiatives. 

How to Find the Right Integrated CX Solution

Selecting the best customer experience management software for your business may seem like a daunting task, but if you are well prepared then it’ll be a painless process. 

The right customer experience management software for your business will be the one you can partner with. Choose an organization that will take the time to understand your business, your team, and your goals. In order to do this, there are a number of questions you can ask in the evaluation process to find the perfect match. Some of these may be:

  • Who specifically will provide implementation and strategic consulting services?
  • Which customers can we speak to about your services?
  • Will we be charged for survey responses? 

There are more questions to ask and more steps to the evaluation than that, but that is a great start. Other steps may be looking at third-party evaluations such as the Gartner CX Magic Quadrant

Learn More About Integrated Customer Experience

For a deeper understanding of the benefits and intricacies of integrated CX, explore our comprehensive resources. Discover how integrated customer experience strategies can drive sustainable business growth and customer satisfaction. You can also dive into case studies, whitepapers, and expert insights to gain valuable knowledge on how to leverage this cutting-edge approach to enhance your bottom line. Learn how you can uncover the power of integrated CX and transform your business into a data-driven, customer-centric success story!

Schedule a demo today to see what InMoment can do for your business! 

Driving the Future: Integrated CX in Automotive Customer Journeys

The automotive industry is in the midst of a huge transformation. It’s driven, in part, by product innovation. Advancements in electric vehicles are leading to increased adoption, and concepts that were once pipe dreams—such as connectedness and autonomous vehicles—are becoming a reality.

At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. Automotive brands need to understand customers’ needs and preferences, and then adapt accordingly, to deliver outstanding experiences that win and retain customers. Data is foundational to achieving these goals. 

Let’s take a closer look at how integrated CX platforms, and AI-powered tools in general, enable automotive brands to deliver intelligent, bespoke experiences that successfully attract, convert, and retain customers. 

Hyper Personalized Experiences for Every Car Shopper 

Each car shopper has unique needs and preferences. They expect brands to understand them in turn, and then use those insights to deliver ultra personalized experiences, communications, and offers. Delivering these ultra-personalized experiences to every customer, every time, can seem like an impossible task; AI not only makes it possible, but achievable at scale.

Integrated CX platforms, powered by AI, pull customer signals from various sources, such as purchase history, past engagements, surveys, ratings and reviews, and social media interactions. Collectively, these signals provide a 360-degree view into each customer. Auto brands can tap into these insights to deliver personalized experiences throughout the entirety of the purchase journey. 

With integrated CX, automotive brands have insights to understand:

  • What happened: Descriptive insights describe what has happened. For example, let’s say a customer purchased a specific vehicle five years ago—and has returned to the dealership for 10 service appointments. Perhaps they wrote a positive review about their dealership experience. Recently, they’ve started spending more time on the business’ website and engaging on social media. 
  • Why and how it happened: Diagnostic insights enable automotive brands to understand the reasons behind a customer’s behavior. Then,  they’re better equipped to deliver experiences that align with that reasoning. 
  • What will happen in the future: Predictive customer analytics leverage data to make predictions about a customer’s future behavior. For example, an organization can analyze purchase history and other interaction data to make a prediction about when a customer will be in the market for a new vehicle. When automotive brands can anticipate customers’ future needs, they’re better positioned to proactively address those needs. 

Automotive brands that leverage integrated CX to deliver personalized experiences will be better positioned to capture shoppers’ attention—and win their business. In fact, personalization is proven to drive bottom line results. Research from Deloitte found that 69% of consumers are more likely to buy from a brand that delivers personalized experiences. 

Outstanding Online Buying Experiences

It’s no secret that e-commerce continues to grow. Insider Intelligence predicts that global ecommerce will grow 9.4% this year, reaching $6.876 trillion. To put this in perspective, over 20% of retail sales are expected to happen online.

We’re also seeing an increase of consumers purchasing products online that were traditionally purchased in brick-and-mortar locations—vehicles are one example. A recent survey from PwC found that 64% of automotive dealers believe online sales will comprise 20-40% of all sales by 2030. 

There are many reasons why more consumers are willing to buy vehicles online, with convenience topping the list. Yet, one of the clear advantages of shopping for a vehicle in-person is the ability to ask questions and get personalized recommendations. 

AI Enables Brands to Bridge This Gap

Automotive brands can deploy chatbots to interact with automotive buyers throughout the purchase journey. These chatbots can answer customers’ questions at any hour of the day. This is essential, as 77% of consumers expect instant engagement when they contact a business. By addressing purchase blocking questions in real-time, automotive brands can boost shoppers’ confidence—and their likelihood of making a purchase.

In addition, chatbots can deliver personalized recommendations to car shoppers based on existing customer data and any additional data that’s collected during the chat. For example, a chatbot can recommend a specific model with added features that address the needs of the customer. 

Conversational intelligence tools can be developed to address many different types of customer queries. However, there will always be situations where human involvement is required. Chatbots can identify these situations—and ensure customers are routed to an employee that’s equipped to handle the situation. That means customers will get their questions and issues addressed quickly, which will boost satisfaction. 

Optimized In-Person Experiences

A growing portion of consumers are open to purchasing vehicles online. But that doesn’t mean that car dealerships are a thing of the past. The majority of consumers still buy cars in a physical car dealership. A survey from J.D. Power found that 85% of car buyers visited a dealership during the purchase process. Per research from Progressive, some of the top reasons for visiting a dealership location include:

  • The ability to do a test drive
  • The ability to compare vehicles in person
  • Habit (it’s the way I’ve always done things)

Many shoppers leave the dealership leaving less-than-satisfied. Automotive brands must work to optimize in-dealership experiences. Collecting and analyzing feedback is key to understanding customers’ pain points—and then working to alleviate them. 

Collecting customer feedback certainly isn’t a new concept. Even before the growth of ecommerce, many car dealers asked their customers to share their feedback by completing surveys and comment cards. Today, many automotive customers are willing to share their feedback. But they do so in different ways.

Seamless Experiences Across Channels

As we’ve already explored, consumers are becoming increasingly comfortable with purchasing cars online. When it comes to car buying, it’s often not a question of online vs. in-dealership. Instead, many consumers do both. 

Imagine a consumer in the market for a vehicle. They start the purchase journey by researching their options and asking questions online. This approach is common. An analysis from Google and comScore states that twice as many vehicle buyers start their research online, opposed to a dealership. 

Automotive brands must ensure consumers have seamless, connected, and personalized experiences across all channels they use. Consumers expect this. Per Salesforce, nearly eight in 10 (79%) expect consistent interactions across departments. 

With integrated CX platforms, brands can effectively and efficiently synthesize and analyze data across channels to understand a customer’s behavior and intent. InMoment’s integrated CX platform is the highest rated in the market for this end. 

Fostering Loyalty by Delivering Ongoing Value 

There’s an old adage that retaining a customer is less expensive than acquiring a new one. But retaining automotive customers can be challenging, as they aren’t as loyal as we’d like to think. Consider the fact that in 2022, 37% of new vehicle buyers bought a brand they’d never owned before. This is up from 31% the prior year. Optimized experiences foster loyalty and repeat business. However, those experiences must extend beyond the sale.

Automotive brands can leverage AI to deliver outstanding post-sale experiences that foster loyalty. For example, brands can engage with customers to let them know when it’s time for routine maintenance—which can be scheduled via chatbot. Customers can also pose maintenance-related questions via chatbot and get instant answers.

In addition, automotive brands can use AI to analyze signals indicating a customer may be in the market for a new vehicle. Then, the brand can proactively engage with the customer to meet their needs. 

A Final Word 

We’ve only just scratched the surface of AI’s massive potential. Yet, it’s already completely transforming the way consumers engage with auto brands, and the world in general. With integrated CX providing a holistic view of the customer base, auto brands can tailor their products, services, and experiences to exactly what their customers want. 

The auto brands that follow this blueprint will remain at the forefront of the industry.

References 

Mckinsey & Company. The value of getting personalization right—or wrong—is multiplying  (https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying/). Access 1/16/24.

Salesforce. State of the Connected Customer Sixth Edition. (https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/).  Access 1/16/24

Deloitte. Embrace meaningful personalization to maximize growth. (https://www.deloittedigital.com/content/dam/deloittedigital/us/documents/offerings/offering-20220713-personalization-pov.pdf). Access 1/16/24

Insider Intelligence. Ecommerce growth worldwide will pick up before tapering off. (https://www.insiderintelligence.com/content/ecommerce-growth-worldwide-will-pick-up-before-tapering-off). Access 1/16/24

Forbes. Global Automotive Market: Predictions for 2024. (https://www.forbes.com/sites/sarwantsingh/2024/01/11/global-automotive-market-predictions-for-2024/). Access 1/16/24

J.D. Power. 2022 U.S. Sales Satisfaction Index (SSI) Study. (https://www.jdpower.com/business/press-releases/2022-us-sales-satisfaction-index-ssi-study). Access 1/16/24

Progressive. Consumers embrace online car buying. (https://www.progressive.com/resources/insights/online-car-buying-trends/). Access 1/16/24 

Google/comScore. U.S. Automotive Shopper Study. (https://www.thinkwithgoogle.com/consumer-insights/consumer-trends/digital-car-research-statistics/). Access 1/16/24.

Auto Dealer Today. Customers less satisfied with buying process in 2022. (https://www.autodealertodaymagazine.com/369850/customers-less-satisfied-with-buying-process-in-2022#). Access 1/16/24

Edelman. Trust Barometer Special Edition. (https://www.edelman.com/sites/g/files/aatuss191/files/2019-07/2019_edelman_trust_barometer_special_report_in_brands_we_trust.pdf). Access 1/16/24.

How Contact Center Optimization Can Improve Your Bottom Line

Companies of all sizes are always looking for ways to improve their bottom line. Whether that be through cost-saving measures, increased operational efficiency, or strategic initiatives to boost revenue, the pursuit of financial success is a constant in the business world. 

As you look to improve your business, consider contact center optimization. This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. 

What is Contact Center Optimization? 

Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center. A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media.

The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

What Are the Benefits of Contact Center Optimization? 

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. Here are some of the key benefits of optimizing your contact center:

1. Increased Efficiency

Contact center optimization focuses on streamlining processes, reducing wait times, and ensuring customer inquiries are handled promptly and efficiently. This is done by allocating resources more effectively. By reducing the idle in your case management, you’ll notice faster issue resolution times and a more agile contact center. 

2. Cost Savings

By optimizing staffing levels, implementing self-service options, and leveraging automation, organizations can achieve cost savings in their contact center operations. This is especially important in managing operational expenses while maintaining or improving service quality.

3. Improved Agent Productivity

Providing agents with the necessary tools, training, and technology to perform their tasks efficiently. This leads to increased agent productivity, reduced handling times, and improved customer service.

4. Enhanced Scalability

Optimized contact centers are better equipped to handle fluctuations in call volumes, seasonal variations, and unexpected surges in customer inquiries. This scalability ensures that the organization can adapt to changing demands without sacrificing service quality.

5. Competitive Advantage

Organizations that optimize their contact centers are better positioned to differentiate themselves in the market by delivering superior customer service. This can contribute to a competitive advantage and increased customer loyalty.

Features to Look For in Contact Center Optimization Software

When selecting contact center optimization software, it’s important to consider features that align with your organization’s specific needs and goals. Here are some key features to look for:

Agent Scorecards

Agent scorecards are a crucial component of contact center optimization that provides a systematic way to assess and track individual agent performance. These scorecards typically include customer experience KPIs and metrics such as case resolution times, customer satisfaction ratings, and overall call quality. Supervisors and managers can leverage these scorecards to identify areas of improvement, offer feedback, and implement training initiatives.

Conversational Analytics

Conversational analytics utilize advanced technologies to analyze spoken or written conversations. These tools can extract valuable insights such as sentiment analysis, key topics discussed, and the effectiveness of agent responses. By understanding the nuances of customer conversations, organizations can adapt strategies, refine training programs, and identify opportunities to enhance customer satisfaction and loyalty.

AI-Driven Text Analytics

Text analytics are a powerful feature that automates the analysis of written communication including emails, chat transcripts, and social media interactions. By employing natural language processing (NLP) and machine learning algorithms, this tool can categorize messages, detect sentiment, and predict what a consumer is most likely to do next. This capability enables organizations to gain a comprehensive understanding of customer sentiments, automate response prioritization, and refine communication strategies. 

Transcription Services

Transcription services play a vital role in contact center optimization by converting audio records of customer interactions into text. This not only facilitates quality monitoring, but also enables the application of advanced analytics to the transcribed content. Transcription services enhance the efficiency of reviewing and analyzing interactions by providing a textual record that can be easily searched, annotated, and used for training purposes. 

Strategic Services

Strategic services in contact center optimization involve consulting and support from experts who provide guidance on aligning contact center operations with broader business objectives. These services may include customized training programs, process optimization recommendations, and assistance in implementing advanced technologies. Strategic services empower organizations to make informed decisions, maximize the value of their contact center solutions, and adapt to evolving customer needs and industry trends.

Popular Contact Center Optimization Strategies

Not every contact center can be optimized the same way. What works well for one business’ contact center may not work for another. However, there are a number of contact center best practices that transcend industries. 

Continuous Training

First, make sure that your contact center staff has continuous training. As with any position, contact center agents and supervisors require training to be successful. This training needs to extend beyond the normal onboarding process, but exist in a semi-regular fashion such as quarterly, biyearly, or annually. This training will help employees feel comfortable in their positions and achieve constant success. 

Focus on Employee Experiences

Second, work to improve the employee experience. Employees who feel valued, supported, and engaged are more likely to deliver exceptional customer service. A positive work environment contributes to higher job satisfaction, reducing turnover rates and ensuring continuity in the workforce. 

Set Important Metrics & KPIs

Lastly, in order to begin and implement any contact center optimization strategy, you need to start by identifying your main metric. Whether it is NPS, first call resolution, or customer churn rate. This metric will give you a baseline of where you are starting and help you measure the success of your contact center optimization. 

How to Implement Contact Center Optimization

Implementing contact center optimization requires a strategic approach. In order to do so effectively, there are certain steps that should be followed in order to make sure the entire organization is on board. The steps to begin contact center optimization can be broken down into three phases: pre-implementation, during implementation, and post-implementation. 

Pre-Implementation Phase

  • Define Objectives and Metrics: Clearly define the objectives of contact center optimization, outlining specific goals and key metrics that align with overall business objectives.
  • Current State Assessment: Conduct a comprehensive assessment of the current state of the contact center, identifying pain points, areas for improvement, and potential optimization opportunities.
  • Technology Selection: Research and select contact center optimization software that meets the organization’s requirements, considering features such as performance analytics, quality monitoring, and workforce management.
  • Integration Planning: Plan for seamless integration between the chosen optimization software and existing systems, ensuring compatibility with CRM, ticketing, and communication tools. 
  • Training Program Development: Develop a comprehensive training program for agents, supervisors, and system administrators to ensure a smooth transition to the new technology.

During Implementation Phase

  • Technology Deployment: Implement the chosen contact center optimization software, ensuring that the technology is correctly deployed and configured to meet the organization’s needs.
  • Training Execution: Execute the training program, providing agents and relevant personnel with the necessary skills and knowledge to effectively use the new tools and processes.
  • Quality Monitoring Implementation: Set up and implement quality monitoring processes, including the development of evaluation forms, scoring systems, and feedback mechanisms.
  • Automation Integration: Integrate automation tools, such as chatbots and IVR systems, to streamline routine inquiries and enhance the overall efficiency of customer interactions.
  • Multi-Channel Support Activation: Activate and optimize multi-channel support, ensuring that the contact center is equipped to handle customer interactions seamlessly across various communication channels.

Post-Implementation Phase

  • Performance Monitoring and Analysis: Monitor performance metrics using the analytics tools provided by the optimization software, analyzing real-time and historical data to identify trends and areas for improvement.
  • Continuous Improvement Iterations: Implement a culture of continuous improvement, making iterative adjustments to processes, technology, and training programs based on performance data and feedback.
  • Customer Feedback Analysis: Analyze customer feedback collected post-implementation to understand satisfaction levels, preferences, and areas requiring further refinement.
  • Continued Support and Training: Provide ongoing support and training to agents, supervisors, and administrators to ensure that they are proficient in using the optimized contact center tools and processes.
  • Strategic Guidance: Consider engaging with strategic services or consultants specializing in contact center optimization to provide additional insights, guidance, and assistance in aligning operations with overall business strategies.

How Contact Center Optimization Improves the Customer Experience

Contact center optimization plays a pivotal role in enhancing the overall customer experience, ensuring that interactions are seamless, efficient, and tailored to meet individual needs. Here are key ways in which CCO positively impacts the customer journey:

Reduced Wait Times

Efficient resource allocation and workforce management through contact center optimization result in reduced wait times for customers. By optimizing staffing levels and employing advanced forecasting techniques, contact centers can ensure that customers receive timely assistance, minimizing frustration and enhancing satisfaction.

Personalized Interactions

Contact center optimization enables agents to access comprehensive customer profiles, including previous interactions and preferences. This information empowers agents to personalize their responses, creating a more engaging and tailored experience for customers. Personalization fosters a sense of connection and demonstrates a commitment to understanding and meeting individual needs.

First-Call Resolution

With the implementation of quality monitoring and performance analytics, contact center optimization focuses on improving first-call resolution rates. By addressing customer inquiries effectively during the initial contact, organizations not only save time and resources but also contribute to a positive customer experience. This reflects a commitment to resolving issues promptly and efficiently.

Multi-Channel Support

Optimized contact centers seamlessly integrate multiple communication channels, such as phone, email, chat, and social media. This ensures that customers can choose their preferred method of interaction, leading to a more convenient and flexible customer experience. Unified interfaces enable agents to manage interactions across channels efficiently.

Continuous Improvement

Contact center optimization fosters a culture of continuous improvement. By regularly monitoring performance metrics, analyzing customer feedback, and making iterative adjustments to processes and technology, organizations can adapt to changing customer expectations. This commitment to improvement demonstrates responsiveness and dedication to delivering an exceptional customer experience.

In essence, contact center optimization is not just about operational efficiency; it is a strategic initiative that directly influences how customers perceive and interact with a brand. Through reduced wait times, personalized interactions, improved first-call resolution, multi-channel support, and a commitment to continuous improvement, contact center optimization creates an environment where customers feel valued and understood.

Discover How InMoment Can Elevate Your Customer and Agent Experiences

If you’re trying to resolve customer issues faster, improve agent performance, or reduce cost to serve and handle time, we can help! No matter where you are at in your contact center optimization journey, InMoment’s conversation analytics software can help you. Check it out today! 

Elevating Guest Experiences in Hotels with Integrated CX

The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. So much time locked inside caused a massive correction. Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged.

The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. 

Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. This is where integrated CX comes into play.

What is Integrated CX

Integrated CX platforms unify customer feedback signals from a multitude of feedback signals (listed below), blending them into a cohesive whole. Utilizing AI, this system organizes and deciphers the collected data, and makes sense of it thereafter. This method represents a novel and comprehensive strategy for an industry that, for many years, has predominantly focused on survey data, offering a limited perspective. 

Here are some of the main feedback signals: 

  • NPS 
  • Surveys
  • Call Center Data
  • Reviews
  • Social 
  • Insights/Spotlight

Integrated CX platforms have the power to interpret these varied, disparate signals into a unified view. Hotels can then leverage these insights to elevate guests’ experiences before, during, and after their reservation. 

Let’s take a closer look at how integrated CX and other AI-powered tools are shaping hotel experiences—and how the best hotels and resorts are leveraging this winning combination to provide intelligent, customer-centric experiences that grow sales and foster loyalty. 

Hyper Personalization for Every Traveler 

Modern consumers have an overwhelming amount of choice across all product and service categories. Generic, one-size-fits-all communication and experiences aren’t an effective way to reach them. Instead, 71% of consumers expect personalization from the businesses they choose. What’s more, they expect brands to adapt to as their needs and expectations inevitably evolve. Hotel customers are no exception.

Each traveler is different, with unique needs, preferences, and motivations for travel. Hotels must work to understand their customers’ preferences and use those insights to deliver tailored experiences throughout the journey. Integrated CX makes this a reality. 

Integrated CX consolidates customer signals from a whole host of sources, including transaction history, reviews, surveys, website activity, and social interactions (among others). These signals give hotels and resorts a 360-degree view of each customer, which can be used to fuel ultra-personalized experiences. Research from Salesforce found that 61% of customers say most companies treat them as a number. Hotels can set themselves apart from the competition by strategically leveraging integrated CX and AI to fuel personalized guest experiences.

Real-Time Service, Any Time of Day

In the past, consumers would book a hotel by working with a travel agent or picking up the phone. That’s no longer the case. Instead, a recent survey from Statista found that 72% of consumers prefer booking travel online. 

Consumers are using their mobile devices to browse and book hotels. They’re engaging with hotels from any number of channels, including web browsers, mobile apps, messaging channels, social media, and review sites—among others. They expect instant engagement—any time of day. Today, AI-powered digital assistants or chatbots enable hotels to meet these expectations.

After the stay, hotels can leverage AI-powered chatbots to collect customer feedback and resolve outstanding issues. Chatbots can be an effective tool for enrolling guests in loyalty programs, increasing the chances of repeat business. 

Intelligent Digitized Experiences

Hotel guests expect an experience. Friendly service, clean linens, and delicious food and drinks—the givens. But increasingly, guests also want outstanding digitized experiences—whether they’re researching their options, in the middle of their stay, or reflecting on their experience. Upon arrival, many want a mobile check-in experience, which allows for speed and convenience. During their stay, guests may use their mobile devices to get guidance on where to eat and things to do

AI-powered bots can help customers find the property that best suits their needs. Bots can also answer questions and provide information on things like availability, rates, and amenities that build customers’ confidence—and their likelihood of booking.

Guests can also use a hotel’s mobile app to get personalized content and recommendations during their stay. For example, they may find restaurant and attraction recommendations, based on their past interactions and feedback they’ve shared with the hotel brand. 

Streamlined Operations and Experiences 

Hotels have long collected guest feedback, transitioning from paper surveys and conversations at the front desk to digital channels. However, the prevalence of surveys has led to “survey fatigue,” especially among younger generations like Gen Z. These guests are less inclined to fill out surveys but are actively sharing their experiences on travel review platforms and social media.

This shift in feedback channels presents both an opportunity and a challenge for hotels. The feedback, whether direct or indirect, contains valuable insights for enhancing guest experiences and operations. The main obstacle is the nature of the feedback—a mix of structured and unstructured data, making it difficult to compile, analyze, and derive actionable insights.

AI Has Its Shortcomings, Too. 

While AI holds the potential to revolutionize guest experiences in hotels, it brings with it significant challenges. The need for personalization in customer service requires an extensive collection of data, posing privacy concerns. Hotels must balance the use of AI with the responsibility of keeping customer data secure. A misstep in handling this data can severely damage a hotel’s reputation.

Moreover, the intricacies of AI, such as its potential for bias and inaccuracy, add another layer of complexity. The workings of AI systems like ChatGPT can be opaque, and their recommendations may not always be reliable. With the widespread use of AI in various sectors, the risk of data misuse and breaches increases.

In light of these challenges, the 2023 Edelman Trust Barometer highlights the growing importance of trust in brand relationships. Consumers are more likely to engage with and stay loyal to brands they trust. For hotels, this means prioritizing ethical AI practices and data security to build and maintain this trust. Successful navigation of these issues is crucial for harnessing the benefits of AI while ensuring customer satisfaction and loyalty.

A Final Word 

AI has only recently hit the “mainstream”, but it’s already transforming the hotel guest experience. This will only continue as the technology evolves.

Hotel customers expect top-tier, personalized experiences at every touchpoint. While these enterprises have a plethora of data and customer feedback at their fingertips, it’s not always easy to analyze and leverage it. Integrated CX platforms, powered by AI, enable hotels to not only analyze this data, but identify opportunities to use it to improve CX.

In the coming year, consumers are prioritizing travel. However, they have plentiful options when it comes to hotels. The hotels that thrive will be those that deliver intelligent, AI-driven CX throughout the customer journey that’s personalized, yet secure.

References 

Skyscanner. Travel Trends 2024. (https://traveltrends.skyscanner.com/). Access 1/19/24.

Mckinsey & Company. The value of getting personalization right—or wrong—is multiplying  (https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying/). Access 1/19/24.

Salesforce. State of the Connected Customer. (https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/). Access 1/19/24

Statista. Travel Bookings: Online vs. Agency.  (https://www.statista.com/chart/29622/travel-bookings-online-vs-agency/). Access 1/19/24

BusinessWire. Recent Study Reveals More Than a Third of Global Consumers Are Willing to Pay More for Sustainability as Demand Grows for Environmentally-Friendly Alternatives. (https://www.businesswire.com/news/home/20211014005090/en/Recent-Study-Reveals-More-Than-a-Third-of-Global-Consumers-Are-Willing-to-Pay-More-for-Sustainability-as-Demand-Grows-for-Environmentally-Friendly-Alternatives). Access 1/19/24.

Cornell. At the Forefront of ESG Leadership. (https://stories.business.cornell.edu/hotelie-100/forefront-of-esg/). Access 1/19/24.

Edelman. 2023 Edelman Trust Barometer. (https://www.edelman.com/sites/g/files/aatuss191/files/2023-06/Edelman_BrandTrust_Top10.pdf). Access 1/19/24.

InMoment (integrated) Experience: Changing The Game

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. 

The event brought in senior leadership from analytics, CX, insights, and VoC programs  from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole. 

Dive in with us as we share key takeaways from our panels—Integrated CX: Listening Differently, ROI: Measuring Success Beyond NPS, and Reimagining CX with AI— and see how some of the biggest brands in retail, auto, hospitality, B2B, and consumer goods are reshaping their interactions with customers and setting new standards in their respective industries.

Major Hospitality Conglomerate Masters The Art of Engagement

At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement. 

What’s particularly remarkable is that their expansive operation of over 600 locations and reviews is managed by a lean team of two.

By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening. This reactive approach is complemented by their proactive strategy of acknowledging and responding to positive feedback—something that businesses often overlook. 

Responding to both positive and negative feedback can’t be overstated enough. Studies have shown that companies that engage with customer feedback can see up to a 5-10% increase in customer retention rates. It lets customers know that there’s a human behind your brand, and you’re open and receptive to changing your processes if inefficiencies are continually being called to attention. 

Engaging with positive and negative feedback consistently, across a vast number of locations, shows that scalability is possible with a small team if the approach is thoughtful and customer-centric.

Worldwide Furniture Retailer Redefines Comfort through Integrated CX

One of the biggest companies in the furniture space is pioneering a future where relaxation meets technology. They’re reimagining  ‘dad’s recliner’ into a modern-day relaxation experience. By merging AI with their products, they’re crafting personalized experiences that evolve with the user. 

McKinsey’s Global Survey on artificial intelligence has reported that businesses adopting AI can see a significant improvement in their performance, with some sectors witnessing profit increases of up to 20% attributable directly to AI. This isn’t just in industries like tech or finserv—this tech is breaching every market. 

Their story exemplifies that the utilization of AI can keep any business competitive and relevant by modernizing their approach. Companies like theirs can meet current consumer expectations while anticipating future needs, securing a leading position in innovation and customer satisfaction.

Major Tech Company Takes a New Angle on NPS Scores

One of the biggest, multinational tech companies in the world is utilizing every available feedback signal—reviews, call center transcripts, social media, and many more—to benchmark against the competition as well as to ensure a balanced view of feedback and signals across different areas of their own company. 

A Harvard Business Review study found that a 12-point increase in NPS leads to a doubling of a company’s growth rate. This approach, especially when applied alongside other feedback mechanisms, offers a comprehensive view of customer and employee satisfaction, enabling businesses to fine-tune their offerings and internal culture. This holistic understanding of feedback signals ensures companies stay ahead in competitive industries by maintaining a pulse on both customer loyalty and operational efficiency.

Through their comprehensive analysis of various feedback signals, they’ve created and maintained a distinct differentiation in their CX program apart from the competitors in their industry. Their detailed assessment offers deeper insights into customer loyalty and competitive positioning in the tech industry, ensuring that they have a complete and actionable view of both their business and the market as a whole. 

Top Car Manufacturer Provides a Human Touch in the Digital Age

One of the leading car manufacturers in the world spoke on a compelling narrative of human-centric customer experience. 

Amidst the digital transformation, they emphasized personal touches, like writing thank-you notes to employees. Emphasizing the employee-customer link has done wonders for their business, where appreciated employees are more engaged and happy at their jobs, which ultimately affects their customer interactions. 

The ability to offer personalized experiences is a critical differentiator for brands, particularly those where customers are dealing with high-cost, heavily-considered purchases such as automobiles and luxury goods. Personalization goes beyond mere customization of products or services; it encompasses understanding and anticipating the unique needs and desires of each customer, forging a deeper connection. 

A study by Epsilon found that 80% of consumers are more likely to make a purchase from a brand that provides personalized experiences. This statistic underscores the importance of a human touch in creating meaningful customer interactions. Brands that master the art of personalization significantly enhance loyalty and a competitive edge. In the context of high-value transactions, it can be the deciding factor that tilts the scales in a brand’s favor, with a higher probability of both a sale and a lifelong customer.

Mobility Industry Expert Reshapes Customer Experience

The journey of one of the big three in the car rental space evolved from traditional survey methods to dynamic feedback systems. Their focus on swift personalization reflects a deep understanding of modern consumer desires. 

A study by Salesforce revealed that 76% of customers expect companies to understand their needs and expectations. In this context, their company’s strategy reflects an acute awareness of modern consumer demands, emphasizing the importance of agile, responsive customer service frameworks that cater to individual needs.

They  prioritized employee well-being alongside customer satisfaction, emphasizing the importance of nurturing a growth-centric ecosystem. Their transformation signifies a broader shift in their identity, from a holdings company to a mobility company, attuned to the nuanced needs of today’s consumer.

Energy Leader Finds AI at the Forefront of Customer Service

A key player in the U.S. energy sector focused on how AI is revolutionizing how call center operations are managed and optimized, particularly in the processing and comprehension of call transcripts. 

InMoment’s toolkit excels in extracting meaningful data from these transcripts, which are often unstructured and varied. The algorithms sift through the data, identifying key themes, customer sentiments, and specific queries, unifying them in a holistic view. This process involves not just transcribing words, but also understanding the context and nuances of each conversation. 

Going a step further, their  AI-powered predictive analytics have been at the forefront of interpreting and extrapolating on data in real-time, helping brands gain a competitive advantage in the ever-evolving marketplace. 

It goes beyond data analysis by setting the foundation where decisions are anticipated, and deeper understanding of current trends helps mitigate future risk. The strategic use of this technology to inform decision-making processes is an advanced approach to business strategy.

As a result, what was once a simple record of customer interactions becomes a rich source of insights, allowing for a deeper understanding of customer needs and experiences.

With AI assisting in call center operations and making systems more optimized, they’re not just retaining loyal customers but also setting a new standard in an industry with historically poor customer feedback mechanisms. Their approach reflects a deep understanding of the need for efficient and personalized customer interactions in the coming decade.

Footwear Retailer Utilizes Unstructured Data as a Training Tool

One of the largest sneaker retailers in the country was one of the earliest adopters of Spotlight, by InMoment. This AI-powered CX software captures and analyzes all customer feedback signals to deliver stronger, more actionable customer experience insights. Like the company mentioned in the previous section, this retailer is also using this tool to pull unstructured data from call transcripts, and taking strategic actions based off of the analyzed data. 

According to IBM, 90% of all data generated by devices such as smartphones, tablets, and connected vehicles is unstructured. The untapped potential of unstructured data is staggering. Leveraging AI to analyze this data, companies can significantly enhance their understanding of customer experiences, leading to more informed decisions and better-aligned strategies.

By using real customer complaints as part of their training, this company ensures that their employees are well-informed and empathetically aligned with customer needs. This approach is a brilliant use of data to enhance customer interactions.

A New Era of Customer Experience

The InMoment (integrated) Experience | Changing The Game was more than a gathering of industry leaders; it was a showcase of the future of customer experience. Each brand, in its unique way, demonstrated that innovation, whether through technology, human touch, or the combination of both, is key to staying relevant and creating customer experiences that drive loyalty. 

As these brands continue to push the boundaries, they’re not only changing the game for themselves, but setting new and revolutionary standards for consumers. It marks the dawn of an era where innovation transcends tradition, compelling the entire industry to follow suit or risk obsolescence. They’re not just leading the change–they’re becoming the change—inspiring a future where excellence in CX is not an aspiration but a given.

Ready to revolutionize your customer experience strategy? Discover how InMoment’s integrated CX solutions can empower your business to listen differently, measure success beyond traditional metrics, and reimagine customer interactions with the power of AI.

Schedule a Demo Today

How to Select the Best Customer Experience Management Software

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. 

The process of choosing the best customer experience management software can be tricky and extensive, so there are some things you need to keep in mind as to find the perfect CX partner for your business. 

Benefits of Customer Experience Management Software

Delivering consistent, memorable experiences is no longer a luxury, it’s a necessity. Consumers are more likely to become repeat customers if they have great experiences. But, in order to achieve this, you need an actionable customer experience strategy. That is where customer experience management software comes in. Customer experience management (CXM) software offers several benefits for businesses aiming to enhance their customer interactions and satisfaction such as:

  • Improved Customer Satisfaction: CXM software helps businesses understand customer needs, preferences, and expectations. By addressing these effectively, businesses can enhance overall customer satisfaction.
  • Enhanced Customer Loyalty: By consistently providing positive experiences, CXM software contributes to building customer loyalty. Satisfied customers are more likely to become repeat customers and advocates for the brand.
  • Personalized Interactions: CXM software allows businesses to collect and analyze customer data, enabling personalized interactions. Personalization enhances the customer experience by delivering relevant content, recommendations, and offers.
  • Brand Differentiation: Providing an exceptional customer experience through CXM software can set a business apart from competitors. Positive experiences contribute to a positive image, and improved brand reputation management, which aids in differentiating your brand in the market.
  • Employee Engagement: Happy and engaged employees are more likely to provide better customer service. CXM software can also contribute to employee satisfaction by providing tools and insights to enhance their ability to serve customers effectively.

How to Choose the Best Customer Experience Management Platform

Choosing the right customer experience management is a critical decision for businesses aiming to elevate their customer interactions. A robust CXM platform can significantly impact customer satisfaction, loyalty, and overall business success. But, choosing the right partner for your business is a complex process. In order to ensure you choose the right vendor, there are some preliminary steps you need to take. 

Look at Third-Party Evaluations

When evaluating CXM platforms, it’s essential to consider third-party evaluations and industry reviews. Independent research firms like Forrester and Gartner provide assessments, such as the Gartner CX Magic Quadrant, that provide valuable insights into the strengths and weaknesses of different platforms, helping you make an informed decision. Look for reviews from reputable sources, industry analysts, and customer experience experts. Assessments often highlight features, scalability, integration capabilities, and overall performance. By leveraging third-party evaluations, you can gain a well-rounded perspective on the platforms you’re considering, ensuring that your choice aligns with industry standards and best practices.

Look at Customer References

Another crucial aspect of selecting a CXM platform is examining customer references. Real-world experiences from businesses similar to yours can offer unparalleled insights into the platform’s practicality and effectiveness. Focus on understanding how the platform addressed their specific needs, the level of support provided, and any challenges faced during implementation. Customer references provide a firsthand account of the platform’s performance in diverse business environments, aiding you in making a decision that aligns with your unique requirements. 

For example, if you are looking for an example of how a customer experience platform helped a large organization put loads of data into one place, look no further than Foot Locker. Foot Locker utilized InMoment’s AI technology to gather data into one place, and sort by sentiment so that customers with negative experiences could be contacted and prevented from churning. 

Look at Their Integrated CX Offering

When considering a CXM platform, it is important to choose a partner that will allow you to do more than one thing. You don’t want a partner who can only do surveys or contact center optimization, you want a partner who will give you an end-to-end look into the customer journey. 

That is why Integrated CX is so important. Integrated CX allows you to bring in data from multiple sources into one central location. From there, you can uncover holistic insights that lead to data-driven decisions. 

10 Questions to Ask CX Companies

When in discussions with your top CX companies, it is important that you delve deeper into their specific product offerings and understand how they go about supporting their customers. You want to ensure that you have a dedicated partner that will help you reach your goals, not just a platform that you will be left in the dark with. In order to do so, make sure you ask questions that will allow you to make an informed decision on a vendor that will work best for you. 

1. What Percentage of Your Total Customer Base Relies on You for Enterprise CX Programs?

When you’re looking for a partner in business, you want them to be an expert in their field. This holds true for customer experience, yet some major companies only dedicate a small percentage of their resources to CX expertise. For example, some major companies claim to specialize in CX, but really the vast majority of their business is devoted to market research. For great customer experience, pick a vendor that is 100% dedicated and will not be distracted by other ventures.

2. What Percentage of Those Customers Have Been With You for Over Three Years?

Some vendors will tout big numbers of clients, but the information that really matters is how long those clients have been with the company. With a strong partner, you get what you were promised and clients are more likely to stick with them longer. Get past the smoke and mirrors and find the right vendor by asking about client longevity.

3. How Many of Those Customers Exceed 1 Million Interactions with You?

If you’re an enterprise, you want to differentiate those who say they can handle a large program with over a million responses and those who are just running a small research survey at

a big company. So how do you tell? Some companies will charge extra with “custom pricing” for responses over 1 million, which highlights their high cost of business and limited experience. You want a partner who doesn’t blink at 1 million.

4. Who Specifically Will Provide Implementation and Strategic Consulting Services?

Continuing the point from the previous question, it’s one thing to claim to be collaborative, but another to have a blueprint for partnership. Ask who specifically will be helping you implement your technology and help you map out your CX strategy to pick out the vendors who walk the walk, not just talk the talk.

5. How Often Will Those Resources Be Available to Us? At What Rates?

Strategy sessions and check-ins are vital to a healthy partnership with your CX vendor. Though they’re vital, many vendors charge extra for the bare minimum amount of sessions. It’s best to clarify that these partnership best practices are included in your contract, rather than an add-on that will cost you more than a pretty penny.

6. Will We Be Charged for Survey Responses? Why?

Some major vendors in the CX industry do not charge you as you’d expect. They don’t charge you based on the number of surveys you send or other elements, but by the number of survey responses you get. If you’re thinking this seems backwards you’d be right, especially seeing as the number of survey responses you’ll get is difficult to estimate going into a contract.

7. What Happens if We Over or Underestimate Our Responses? 

When you sign a contract with a vendor who charges based on the number of survey responses, there is a high probability that you will overestimate and therefore pay more money for services you don’t need. However, these companies do not offer any refunds; in fact they charge steeply if you overestimate. Weed these vendors out to make sure you aren’t backed into a very expensive corner.

8. Are We Subject to Any Parent Company’s Policies and Contracts?

This question is especially relevant due to recent acquisitions across the CX landscape. Now more than ever, it’s important to know if you’re partnering with just the technology vendor or if you’re signing something that makes you beholden to a parent company’s interests and policies. Ask this question to clarify if your vendor is working for you or for their parent company.

9. Can We Review the 24-month Product Roadmap?

Crafting a roadmap for your initiatives is necessary to not only get the quick wins you need, but to set long-term goals. However, not even CX professionals can see the future. There will be unexpected events that may necessitate adjustments to your roadmap, yet some vendors don’t allow tweaks to the plan. Clarify this with your vendor to make sure your program is future-proofed.

10. Which Customers Can We Speak to Verify Your Responses?

Strong partners create strong advocates. It’s as simple as that. Ask prospective vendors if you can speak to current customers and the best of them will refer you to an advocate that will be more than happy to tell you about their experience.

InMoment as a CX Partner 

InMoment has best-in-class NLP capabilities and has the highest user ratings of all Voice of the Customer companies according to Gartner Peer Insights. Schedule a demo today to see what we can do for your business! 

References 

Dimension data. (https://www.dimensiondata.com/en-us/insights/blog/how-ai-analytics-and-cloud-can-elevate-customer-experience). Access 1/25/24.

Change Region

Selecting a different region will change the language and content of inmoment.com

North America
United States/Canada (English)
Europe
DACH (Deutsch) United Kingdom (English)
Asia Pacific
Australia (English) New Zealand (English) Singapore (English)