Customer Experience Archives

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7.26501L10.8002 7.79501C10.1602 8.17501 9.77023 7.89501 9.94023 7.16501L10.1502 6.24499C10.1902 6.07499 10.1202 5.82499 9.99023 5.70499L9.25023 4.965C8.81023 4.525 8.95023 4.08498 9.57023 3.98498L10.5302 3.82501C10.6902 3.79501 10.8802 3.65501 10.9502 3.51501L11.4802 2.45499C11.7702 1.87499 12.2302 1.87501 12.5202 2.44501Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Reputation Management</p> <p class="column-item-description">Turn social ratings and reviews into revenue</p> </div> </a> <a class="column-item" target="_self" href="/conversation-analytics-software/"> <div class="column-item-image"> <svg width="24" height="25" viewBox="0 0 24 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M21.97 18.705C21.97 19.065 21.89 19.435 21.72 19.795C21.55 20.155 21.33 20.495 21.04 20.815C20.55 21.355 20.01 21.745 19.4 21.995C18.8 22.245 18.15 22.375 17.45 22.375C16.43 22.375 15.34 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14.545C17.47 14.635 17.7 14.765 17.95 14.935L21.26 17.285C21.52 17.465 21.7 17.675 21.81 17.925C21.91 18.175 21.97 18.425 21.97 18.705Z" stroke="currentColor" /> <path d="M18.5 9.375C18.5 8.775 18.03 7.855 17.33 7.105C16.69 6.415 15.84 5.875 15 5.875" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M22 9.375C22 5.505 18.87 2.375 15 2.375" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Conversational Intelligence</p> <p class="column-item-description">Find opportunities to elevate customer and agent experiences</p> </div> </a> <a class="column-item" target="_self" href="/roles/digital/"> <div class="column-item-image"> <svg width="24" height="25" viewBox="0 0 24 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10 17.325H6.21C2.84 17.325 2 16.485 2 13.115V7.11503C2 3.74503 2.84 2.90503 6.21 2.90503H16.74C20.11 2.90503 20.95 3.74503 20.95 7.11503" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M10 21.845V17.325" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M2 13.325H10" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M6.74023 21.845H10.0002" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M22.0003 13.175V18.885C22.0003 21.255 21.4103 21.845 19.0403 21.845H15.4903C13.1203 21.845 12.5303 21.255 12.5303 18.885V13.175C12.5303 10.805 13.1203 10.215 15.4903 10.215H19.0403C21.4103 10.215 22.0003 10.805 22.0003 13.175Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M17.2445 18.625H17.2535" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Digital Listening</p> <p class="column-item-description">Drive better online experiences and increase user satisfaction</p> </div> </a> <a class="column-item" target="_self" href="/market-experience/"> <div class="column-item-image"> <svg width="24" height="25" viewBox="0 0 24 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <rect x="0.5" y="0.875" width="23" height="23" rx="11.5" stroke="currentColor" /> <path d="M11.0291 11.295H10.9991L10.4891 12.315L9.12906 14.785L7.79906 12.325L7.26906 11.225H7.23906V15.875H5.80906V8.895H7.41906L9.12906 12.165H9.14906L10.8391 8.895H12.4591V15.875H11.0291V11.295ZM19.8024 15.875H18.0424L16.5324 13.305H16.5024L15.0324 15.875H13.3924L15.6324 12.265L13.5024 8.895H15.2724L16.6324 11.255H16.6624L18.0424 8.895H19.6824L17.5324 12.295L19.8024 15.875Z" fill="currentColor" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Market Research</p> <p class="column-item-description">Gain a competitive advantage by uncovering customer trends</p> </div> </a> <a class="column-item" target="_self" href="/predictive-customer-analytics/"> <div class="column-item-image"> <svg width="24" height="25" viewBox="0 0 24 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M3.34985 2.375H12.2499C12.9899 2.375 13.5999 2.98501 13.5999 3.72501V5.20499C13.5999 5.74499 13.2599 6.415 12.9299 6.755L10.0299 9.315C9.62991 9.655 9.35986 10.325 9.35986 10.865V13.765C9.35986 14.165 9.08988 14.705 8.74988 14.915L7.80987 15.525C6.92987 16.065 5.71985 15.455 5.71985 14.375V10.805C5.71985 10.335 5.44987 9.72501 5.17987 9.38501L2.61987 6.685C2.27987 6.345 2.00989 5.74499 2.00989 5.33499V3.785C1.99989 2.985 2.60985 2.375 3.34985 2.375Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M2 12.375V15.375C2 20.375 4 22.375 9 22.375H15C20 22.375 22 20.375 22 15.375V9.375C22 6.255 21.22 4.29499 19.41 3.27499C18.9 2.98499 17.88 2.76499 16.95 2.61499" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M13 13.375H18" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M11 17.375H18" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Advanced Analytics & AI</p> <p class="column-item-description">Let AI take the guesswork out of your CX program</p> </div> </a> <a class="column-item" target="_self" href="https://inmoment.com/employee-experience/"> <div class="column-item-image"> <svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <rect x="0.5" y="0.5" width="23" height="23" rx="11.5" stroke="currentColor" /> <path d="M6.86863 15.5V8.52H11.6186V9.87H8.38863V11.3H11.1586V12.64H8.38863V14.15H11.6186V15.5H6.86863ZM18.7429 15.5H16.9829L15.4729 12.93H15.4429L13.9729 15.5H12.3329L14.5729 11.89L12.4429 8.52H14.2129L15.5729 10.88H15.6029L16.9829 8.52H18.6229L16.4729 11.92L18.7429 15.5Z" fill="currentColor" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Employee Experience</p> <p class="column-item-description">Turn company culture into your competitive edge</p> </div> </a> <a class="column-item" target="_self" href="https://inmoment.com/services/"> <div class="column-item-image"> <svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M6.87988 18.15V16.08" stroke="currentColor" stroke-linecap="round" /> <path d="M12 18.15V14.01" stroke="currentColor" stroke-linecap="round" /> <path d="M17.1201 18.15V11.93" stroke="currentColor" stroke-linecap="round" /> <path d="M17.1199 5.84998L16.6599 6.38998C14.1099 9.36998 10.6899 11.48 6.87988 12.43" stroke="currentColor" stroke-linecap="round" /> <path d="M14.1904 5.84998H17.1204V8.76998" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M9 22H15C20 22 22 20 22 15V9C22 4 20 2 15 2H9C4 2 2 4 2 9V15C2 20 4 22 9 22Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Advisory & Platform Services</p> <p class="column-item-description">Human expertise to complement leading technology</p> </div> </a> </div> <style> @media (min-width: 1280px) { .expanded-view #col-674afabe81703 { height: 351.84px; } } </style> <button class="column-bottom-toggle-button toggle-see-more button-override" data-column-toggle-button> <span class="column-toggle-button-text">See More</span> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.0254 4.94167L17.0837 10L12.0254 15.0583" stroke="#CFD4D9" stroke-miterlimit="10" stroke-linecap="round" stroke-linejoin="round"/> <path d="M2.91699 10H16.942" stroke="#CFD4D9" stroke-miterlimit="10" stroke-linecap="round" stroke-linejoin="round"/> </svg> </button> <button class="column-bottom-toggle-button toggle-see-less button-override" data-column-toggle-button> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" 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stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">View Plans & Packages</p> <p class="column-item-description">Discover the benefits of investing in the enhancement of experiences</p> </div> </a> </div> <style> @media (min-width: 1280px) { .expanded-view #col-674afabe82172 { height: 43.98px; } } </style> </div> <div class="promo-card "> <a class="promo-card-link" href="https://inmoment.com/lp/build-your-integrated-cx-program/" target="_self"> <div class="promo-card-image lazy-parent" data-bg="background-image:url(https://inmoment.com/wp-content/uploads/2023/04/NA-10337-ICX-Report-Preview-Image.png);"></div> <div class="promo-card-content"> <h3 class="heading"> <svg class="svg" width="12" height="12" viewBox="0 0 12 12" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.1084 1H11.1084M11.1084 1V11M11.1084 1L1.1084 11" stroke="#D6E3FC" stroke-width="1.5" /> </svg> Build an Integrated CX Program </h3> <p class="paragraph"> Download our guide to build an integrated CX program in 10 steps. </p> </div> </a> </div> </div> </div> </div> </div> </div> <div class="dropdown" data-dropdown> <button class="link dropdown-link" data-dropdown-button> <span class="link-text">Platform</span> <svg width="7" height="5" viewBox="0 0 7 5" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="#96A1AB" /> </svg> </button> <hr class="mobile-link-hr"> <div class="dropdown-menu dropdown-menu-row"> <div class="dropdown-column-wrapper dropdown-row"> <div class="dropdown-column"> <div class="column-heading-section"> <p class="column-heading">XI Platform</p> </div> <hr class="column-heading-section-hr"> <div class="column-item-section" id="col-674afabe828ef"> <a class="column-item" target="_self" href="/xi-platform/"> <div class="column-item-image"> <svg width="24" height="25" viewBox="0 0 24 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M15.5799 12.375C15.5799 14.355 13.9799 15.955 11.9999 15.955C10.0199 15.955 8.41992 14.355 8.41992 12.375C8.41992 10.395 10.0199 8.79498 11.9999 8.79498C13.9799 8.79498 15.5799 10.395 15.5799 12.375Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M11.9998 20.645C15.5298 20.645 18.8198 18.565 21.1098 14.965C22.0098 13.555 22.0098 11.185 21.1098 9.77497C18.8198 6.17497 15.5298 4.09497 11.9998 4.09497C8.46984 4.09497 5.17984 6.17497 2.88984 9.77497C1.98984 11.185 1.98984 13.555 2.88984 14.965C5.17984 18.565 8.46984 20.645 11.9998 20.645Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">XI Platform Overview</p> <p class="column-item-description">Get to know the world’s most recommended CX platform</p> </div> </a> <a class="column-item" target="_self" href="/listen/"> <div class="column-item-image"> <svg width="24" height="25" viewBox="0 0 24 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M5.46005 18.865V15.945C5.46005 14.975 6.22005 14.105 7.30005 14.105C8.27005 14.105 9.14005 14.865 9.14005 15.945V18.755C9.14005 20.705 7.52005 22.325 5.57005 22.325C3.62005 22.325 2.00005 20.695 2.00005 18.755V12.595C1.89005 6.97499 6.33005 2.42499 11.95 2.42499C17.57 2.42499 22 6.97499 22 12.485V18.645C22 20.595 20.38 22.215 18.43 22.215C16.48 22.215 14.86 20.595 14.86 18.645V15.835C14.86 14.865 15.62 13.995 16.7 13.995C17.67 13.995 18.54 14.755 18.54 15.835V18.865" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Listen</p> <p class="column-item-description">Collect feedback from every perspective, from every channel</p> </div> </a> <a class="column-item" target="_self" href="/reporting/"> <div class="column-item-image"> <svg width="25" height="25" viewBox="0 0 25 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M2.03613 22.375H22.0361" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M9.78613 4.375V22.375H14.2861V4.375C14.2861 3.275 13.8361 2.375 12.4861 2.375H11.5861C10.2361 2.375 9.78613 3.275 9.78613 4.375Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M3.03613 10.375V22.375H7.03613V10.375C7.03613 9.275 6.63613 8.375 5.43613 8.375H4.63613C3.43613 8.375 3.03613 9.275 3.03613 10.375Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M17.0361 15.375V22.375H21.0361V15.375C21.0361 14.275 20.6361 13.375 19.4361 13.375H18.6361C17.4361 13.375 17.0361 14.275 17.0361 15.375Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Report</p> <p class="column-item-description">Create and share stories that inspire business-wide customer-centricity</p> </div> </a> <a class="column-item" target="_self" href="/experience-analytics-software/"> <div class="column-item-image"> <svg width="25" height="25" viewBox="0 0 25 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M3.38599 2.375H12.286C13.026 2.375 13.636 2.98501 13.636 3.72501V5.20499C13.636 5.74499 13.296 6.415 12.966 6.755L10.066 9.315C9.66604 9.655 9.396 10.325 9.396 10.865V13.765C9.396 14.165 9.12601 14.705 8.78601 14.915L7.84601 15.525C6.96601 16.065 5.75598 15.455 5.75598 14.375V10.805C5.75598 10.335 5.486 9.72501 5.216 9.38501L2.65601 6.685C2.31601 6.345 2.04602 5.74499 2.04602 5.33499V3.785C2.03602 2.985 2.64599 2.375 3.38599 2.375Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M2.03613 12.375V15.375C2.03613 20.375 4.03613 22.375 9.03613 22.375H15.0361C20.0361 22.375 22.0361 20.375 22.0361 15.375V9.375C22.0361 6.255 21.2561 4.29499 19.4461 3.27499C18.9361 2.98499 17.9161 2.76499 16.9861 2.61499" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M13.0361 13.375H18.0361" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M11.0361 17.375H18.0361" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Analyze</p> <p class="column-item-description">Dive into your experience data and uncover meaningful insight</p> </div> </a> <a class="column-item" target="_self" href="/improve/"> <div class="column-item-image"> <svg width="25" height="25" viewBox="0 0 25 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M2.07227 2.375V19.375C2.07227 21.035 3.41227 22.375 5.07227 22.375H22.0723" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M5.07227 17.375L9.66227 12.015C10.4223 11.135 11.7723 11.075 12.5923 11.905L13.5423 12.855C14.3623 13.675 15.7123 13.625 16.4723 12.745L21.0723 7.375" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Improve</p> <p class="column-item-description">Take informed action to recover at-risk customers and improve results</p> </div> </a> <a class="column-item" target="_self" href="/mobileapplication/"> <div class="column-item-image"> <svg width="25" height="25" viewBox="0 0 25 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M9.00195 2.375L9.03195 3.90503C9.05195 4.71503 9.72195 5.375 10.532 5.375H13.552C14.382 5.375 15.052 4.695 15.052 3.875V2.375" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M17.0723 17.375L15.0723 19.375L17.0723 21.375" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M20.0723 17.375L22.0723 19.375L20.0723 21.375" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M13.0723 22.375H8.07227C4.57227 22.375 3.07227 20.375 3.07227 17.375V7.375C3.07227 4.375 4.57227 2.375 8.07227 2.375H16.0723C19.5723 2.375 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</header> <main id="main" class="site-main"> <header class="page-header"> <h1 class="page-title">Customer Experience</h1> </header> <style> html { scroll-behavior: smooth; } </style><article class="container grid grid-center lg-xl:px-20px post-86738 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience"> <div class="blog-post-grid st-grid grid-cols-12 gap-x-8 md:gap-x-12 lg:gap-x-16 grid-flow-row md:grid-flow-col mb-24 w-full"> <div class="col-start-1 col-span-12 md:col-start-1 md:col-span-5 mb-8"> <div class="breadcrumbs-wrap"> <nav class="breadcrumbs"><a href="https://inmoment.com/blog/">Blog</a> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 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A comprehensive feedback tool can capture the user's voice and analyze key metrics to help deliver exceptional customer service. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded overflow-hidden aspect-video relative"> <img width="1280" height="899" src="https://inmoment.com/wp-content/uploads/2020/05/saasnps.jpg" class="absolute inset-0 object-cover wp-post-image" alt="" loading="eager" decoding="async" fetchpriority="high" srcset="https://inmoment.com/wp-content/uploads/2020/05/saasnps.jpg 1280w, https://inmoment.com/wp-content/uploads/2020/05/saasnps-300x211.jpg 300w, https://inmoment.com/wp-content/uploads/2020/05/saasnps-1024x719.jpg 1024w, https://inmoment.com/wp-content/uploads/2020/05/saasnps-768x539.jpg 768w" sizes="(max-width: 1280px) 100vw, 1280px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>Customer experience (CX) is crucial to SaaS business success. Companies that focus on CX initiatives witness an 80% increase in revenue, highlighting the value of user feedback. With intense competition and changing customer preferences, businesses must better understand their users to stay ahead. Collecting user feedback for SaaS companies is a powerful step in this direction.</p> <h2 class="wp-block-heading">Why is User Feedback Important for SaaS Companies?</h2> <p>User feedback helps you refine your product to meet customer needs, resulting in increased satisfaction. Here are a few reasons why collecting <a href="https://inmoment.com/blog/customer-feedback/">customer feedback</a> is important:</p> <ol class="wp-block-list"> <li><strong>It helps you build and optimize products.</strong> Your SaaS product should deliver consistent value to customers. It should address their unique pain points and help them achieve their goals. <br><br>User feedback enables continuous product improvement by highlighting customer behavior and expectations. For example, if a specific integration is in popular demand, implementing it can improve retention and satisfaction.</li> <li><strong>It boosts revenue.</strong> Happy customers are more likely to extend their subscriptions and purchase additional features. Collecting and analyzing feedback allows you to provide more value, which increases sales, subscriptions, and revenue.</li> <li><strong>It enhances brand reputation and lead generation.</strong> Customer satisfaction results in positive reviews and testimonials. This feedback supports <a href="https://inmoment.com/blog/brand-reputation-management/">brand reputation management</a> efforts, attracting high-quality prospects. Therefore, better customer service lets you generate valuable leads without stretching your marketing budget.</li> <li><strong>It helps you stay ahead of competitors.</strong> Happy and loyal customers give you a competitive edge by consistently choosing and advocating for you over other companies. Feedback analysis also improves product strategy, ensuring you continue delivering value that retains and acquires clients.</li> </ol> <h2 class="wp-block-heading">What User Feedback Metrics Are Essential for a SaaS Company to Track?</h2> <ol class="wp-block-list"> <li><strong>Net Promoter Score</strong></li> <li><strong>Churn Rate</strong></li> <li><strong>Customer Lifetime Value</strong></li> <li><strong>Retention Rate</strong></li> <li><strong>Customer Satisfaction Score</strong></li> <li><strong>Free-to-Paid Conversion Rate</strong></li> <li><strong>Customer Effort Score</strong></li> <li><strong>Activation Rate</strong></li> <li><strong>Lead Conversion Rate</strong></li> </ol> <p>Customer feedback metrics provide data-driven insight into user activity and engagement. However, deciding which <a href="https://inmoment.com/blog/customer-experience-kpis-metrics/">KPIs in customer experience</a> to track can be overwhelming. Here’s a breakdown of the most impactful user feedback metrics for your SaaS business:</p> <h3 class="wp-block-heading">Net Promoter Score</h3> <p><a href="https://inmoment.com/blog/net-promoter-score/">Net Promoter Score</a> (NPS) is a commonly used metric that measures customer loyalty. It asks customers how likely they are to recommend your product to others, usually on a 0-10 scale.</p> <p>Customers are divided into three categories based on their numerical response: detractors (0-6), passives (7-8), and promoters (9-10). The goal is to convert as many users as possible into loyal customers promoting your product and business. </p> <p>You can use NPS surveys to gather responses and track the score to identify areas for improvement. InMoment’s survey design tools enable you to quickly create custom surveys that collect user feedback for tracking NPS.</p> <h3 class="wp-block-heading">Churn Rate</h3> <p>Customers churn when they stop using or interacting with your SaaS product. This can happen if your product fails to deliver value and better alternatives are available. Churn rate tracks the number of customers who abandon your product within a certain period.</p> <p>A good practice is to understand the drivers of churn alongside monitoring the churn rate. For example, a recent change in your pricing model could explain the uptick in churn this quarter. Leveraging a <a href="https://inmoment.com/blog/customer-churn-prediction/">churn prediction</a> tool can help you understand why customers might leave, which enables you to retain them before it’s too late. </p> <section id="section-block_6c90eab338d28a99d93d49bb80581677" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>InMoment offers text analytics solutions to let you capture customer intent from their feedback. The intent appears as a <em>complaint</em>, <em>praise</em>, <em>suggestion, inquiry, purchase, will return, comparison, requested help, recommend, not recommend, </em>and <em>churn</em>. This advanced analysis helps you identify churn indicators and proactively recover at-risk customers.</p> </div> </div> </section> <h3 class="wp-block-heading">Customer Lifetime Value</h3> <p>Customer Lifetime Value (CLV) predicts the total revenue a customer will bring your business throughout their relationship with you. This metric provides an accurate portrayal of the long-term value of the average customer. It enables you to evaluate the return on your acquisition and retention strategies.</p> <p>Therefore, tracking CLV helps you identify high-value customers so that you can focus on engaging them. Retaining customers who boost your CLV will help you maximize revenue and reduce churn.</p> <h3 class="wp-block-heading">Retention Rate</h3> <p>Retention rate tracks the percentage of customers who renew their subscriptions to your product over a specific period. It highlights the effectiveness of your <a href="https://inmoment.com/blog/customer-retention/">customer retention</a> and satisfaction efforts. A high rate indicates strong engagement with your product and loyalty to your brand.</p> <p>You can measure the retention rate by comparing the number of paying users at the beginning and end of a period. For example, if you start a month with 50 active users and end with 30, your retention rate would be 60%.</p> <h3 class="wp-block-heading">Customer Satisfaction Score</h3> <p>Customer Satisfaction Score (CSAT) measures satisfaction levels with specific aspects of your product. These interactions could include navigating your website or talking to customer support. Companies collect this data through surveys asking customers to rate their satisfaction, typically on a 1-5 scale.</p> <p>Tracking <a href="https://inmoment.com/blog/csat-customer-satisfaction/">customer satisfaction</a> helps you understand how to improve the customer journey. For example, if your low CSAT is due to a clunky website experience, you should focus on improving your user interface. </p> <h3 class="wp-block-heading">Free-to-Paid Conversion Rate</h3> <p>While free plans are great for lead generation, paid plans drive revenue and impact your bottom line. The free-to-paid conversion rate measures the percentage of customers who shift from a free trial to a paid plan. </p> <p>This metric highlights the level of customer satisfaction and engagement with your product. It also shows how well your trial plan acquires new customers. A good trial should deliver enough value to intrigue clients while withholding key features that would be well worth the upgrade.</p> <h3 class="wp-block-heading">Customer Effort Score</h3> <p><a href="https://inmoment.com/xi-terms/customer-effort-score/">Customer Effort Score</a> (CES) evaluates the effort customers put into using your SaaS product. Companies obtain this score through a CES survey, typically measuring the effort on a 5- or 7-point scale. A higher score indicates smoother product usage with low-effort interactions.</p> <p>While a good product should be feature-rich, it won’t be able to deliver value if it’s difficult to use. 94% of customers with low-effort interactions intend to continue business, compared to just 4% in the high-effort category. Therefore, ease of use promotes continuous product usage, increasing retention and revenue.</p> <h3 class="wp-block-heading">Activation Rate</h3> <p>The activation rate measures the percentage of new users completing a key action after realizing the value of your product. These actions could include creating a profile or uploading a document. </p> <p>The truth is that every product’s user activation milestone will be different, so it’s impossible to define a benchmark action. However, the common theme with these actions is that they occur due to the customer finding genuine value in your product. </p> <p>Therefore, a high activation rate suggests that you are effectively onboarding customers. If you can quickly guide them to discover your product’s value, you will likely retain them. Tracking this metric can help you identify friction points in your onboarding process.</p> <h3 class="wp-block-heading">Lead Conversion Rate</h3> <p>Lead Conversion Rate tracks the percentage of leads that become paying customers. This metric evaluates the effectiveness of your marketing and sales teams in converting prospects. </p> <p>A high lead conversion rate indicates effective marketing and a strong value proposition. Tracking this metric helps you identify issues in the sales funnel, such as unclear messaging or ineffective follow-ups. It also guides strategy on delivering value to your target audience.</p> <h2 class="wp-block-heading">How to Collect User Feedback for SaaS?</h2> <ol class="wp-block-list"> <li><strong>Invest in a high-quality user feedback tool</strong></li> <li><strong>Use surveys to collect key CX metrics</strong></li> <li><strong>Collect quantitative and qualitative feedback</strong></li> <li><strong>Leverage the power of social listening</strong></li> <li><strong>Collect feedback when customers leave</strong></li> <li><strong>Analyze customer support tickets</strong></li> <li><strong>Run beta tests for new features</strong></li> <li><strong>Close the feedback loop</strong></li> </ol> <p>Collecting user feedback is essential for SaaS businesses to deliver better experiences. Here are a few key feedback collection strategies to consider:</p> <h3 class="wp-block-heading">Invest in a high-quality user feedback tool</h3> <figure class="wp-block-image size-full"><img decoding="async" width="600" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/11/User_Feedback_for_Saas_Survey.png" alt="" class="wp-image-86745" srcset="https://inmoment.com/wp-content/uploads/2024/11/User_Feedback_for_Saas_Survey.png 600w, https://inmoment.com/wp-content/uploads/2024/11/User_Feedback_for_Saas_Survey-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/11/User_Feedback_for_Saas_Survey-150x150.png 150w" sizes="(max-width: 600px) 100vw, 600px" /></figure> <p>A comprehensive feedback tool makes all the difference if you struggle to collect and organize your customers’ opinions. The right tool is easy to use, scalable, and rich in analytical capabilities. It helps you collect and integrate customer data from every relevant source to avoid missing out on crucial information. As a result, you can build and analyze your dataset in one place for effective decision-making.</p> <h3 class="wp-block-heading">Use surveys to collect key CX metrics</h3> <p>Surveys are tried-and-tested tools for collecting user feedback. By following good design practices, you can gather actionable insights without causing survey fatigue. 74% of customers are only willing to answer five questions or less in a survey. Design surveys with concise, relevant questions to capture metrics like NPS, CSAT, and CES.</p> <p>A lack of personalization is another factor for low response rates. This is where InMoment’s <a href="https://inmoment.com/blog/conversational-surveys/">conversational surveys</a> have an edge over their traditional counterparts.</p> <p>These surveys work by engaging customers and responding to them in real-time. They leverage generative AI to ask follow-up questions based on customers’ previous responses. As a result of its personalized, two-way communication, this method helps collect insightful feedback. </p> <h3 class="wp-block-heading">Collect quantitative and qualitative feedback</h3> <p>Quantitative feedback, like NPS and retention rate, provides measurable data. It’s easy to track, analyze, and visualize. For example, a chart highlighting the trend in NPS over the last six months provides instant insight into your customer loyalty efforts.</p> <p>However, quantitative data lacks context, so you can’t explain why your NPS is trending downward. Qualitative feedback provides the necessary information to better understand customer needs and expectations. For example, open-text comments from customers can reveal issues in your product that make it difficult for them to recommend you.</p> <h3 class="wp-block-heading">Leverage the power of social listening</h3> <p>There is only so much customer data you can collect through surveys. Social media platforms host vast amounts of unstructured feedback that can provide deeper insights into the customer experience. Comments, posts, threads, and other forms of content can feature opinions on your product, business, and competitors.</p> <section id="section-block_6c90eab338d28a99d93d49bb80581677" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>You can use InMoment’s <a href="https://inmoment.com/blog/social-listening-tool/#how-do-social-listening-tools-work">social listening tool</a> to track relevant keywords and conversations across your social media channels. It monitors mentions of your brand and product to flag potential issues or highlight positive experiences. Additionally, it can perform competitor analysis by tracking what your competition is doing right or wrong. This information is crucial to building effective marketing campaigns for retention and lead generation.</p> </div> </div> </section> <h3 class="wp-block-heading">Collect feedback when customers leave</h3> <p>It’s essential to understand why customers cancel their subscriptions or downgrade their plans. A brief exit survey can provide insight into why they decided to churn. This feedback can guide retention strategy by helping you understand what you could have done differently. For example, if pricing is a significant factor, you can boost retention by introducing flexible plans.</p> <h3 class="wp-block-heading">Analyze customer support tickets</h3> <p>Categorizing and analyzing support tickets helps you spot recurring issues. For example, an increase in tickets regarding a specific feature is a good sign that it requires immediate improvements.</p> <p>Tag and sort support tickets by category, urgency, and sentiment. This organization will simplify the process of capturing and analyzing customer feedback. Additionally, you can track issue resolution times to see if you’re delivering timely and practical support.</p> <h3 class="wp-block-heading">Run beta tests for new features</h3> <p>Beta testing offers a valuable opportunity to collect feedback before a full product rollout. This helps you identify areas for improvement and address critical issues before it’s too late. It also creates a collaborative environment where users feel invested in your product’s growth.</p> <p>Ask the testers to rate the product’s functionality and usability. Collect feedback on bugs that could impact the average user’s experience. Use the input to refine your product so that it’s likelier to deliver value to your target audience.</p> <h3 class="wp-block-heading">Close the feedback loop</h3> <p>Closing the <a href="https://inmoment.com/blog/customer-feedback-loop/">feedback loop</a> is essential for building trust and showing customers you care. Inform your users about any changes you make due to their feedback. You can share updates through in-app notifications or even social media posts. Leverage automation to provide instant updates to customers, saving you time to invest in stronger customer relationships.</p> <h2 class="wp-block-heading">What Key Features Should a SaaS Company Prioritize when Choosing a User Feedback Tool?</h2> <p>A user feedback tool simplifies the collection and analysis of customer opinions. The right software helps you make the most of each interaction with your business. Key features to look for include:</p> <ul class="wp-block-list"> <li><strong>Omnichannel Voice of the Customer (VoC): </strong>Your business will have incoming feedback from various sources, from surveys to social media channels. The right tool should pull and organize customer data from every relevant channel to provide accurate insights.</li> </ul> <p>InMoment ensures a complete view of user sentiment across all touchpoints in their journey, delivering an <a href="https://inmoment.com/blog/omnichannel-customer-experience/">omnichannel customer experience</a>. It works by collecting and connecting VoC data from everywhere so you don’t miss out on critical insights regarding customer behavior.</p> <ul class="wp-block-list"> <li><strong>Customizable Surveys: </strong>Your tool of choice should enable surveys tailored to your goals. With InMoment’s XI platform, you can create targeted surveys for your specific audience and data collection needs. It allows you to build surveys from scratch or choose from existing templates for flexible feedback collection.</li> <li><strong>Sentiment Analysis: </strong>AI-powered sentiment analysis helps you interpret unstructured feedback, such as reviews and comments. </li> </ul> <p>Industry analysts have recognized InMoment as a proven leader in <a href="https://inmoment.com/blog/nlp-natural-language-processing/">natural language processing (NLP)</a> with its ability to automate insights from user feedback. It helps you categorize feedback by sentiment and intent for effective CX management.</p> <ul class="wp-block-list"> <li><strong>Integration Capabilities: </strong>The user feedback tool should integrate with existing systems for smooth and seamless workflows. </li> </ul> <p>InMoment helps you break free of silos by connecting experience data with CRM systems, ticketing platforms, or project management tools. These integrations help your teams transform customer data into actionable insights.</p> <ul class="wp-block-list"> <li><strong>Real-Time Analytics and Reporting: </strong>Immediate insights into user feedback are crucial for making quick decisions. Therefore, a good feedback tool should let you visualize and share key CX metrics across your organization.</li> </ul> <p>InMoment’s <a href="https://inmoment.com/reporting/">reporting</a> features enable you to build custom reports featuring engaging visuals. Its dashboards support compelling storytelling, highlighting the effectiveness of your customer service efforts to stakeholders.</p> <ul class="wp-block-list"> <li><strong>Automated Feedback Loops: </strong>Closing the feedback loop makes customers feel heard and valued. The right tool should automatically close feedback loops by providing instant updates to customers. </li> </ul> <p>InMoment leverages automation to help businesses send custom responses to user feedback, including updates, follow-up questions, or a note of gratitude. This enables you to boost customer loyalty while saving valuable time.</p> <h2 class="wp-block-heading">Top Customer Feedback Tools for SaaS Companies</h2> <ol class="wp-block-list"> <li><strong>InMoment</strong></li> <li><strong>FeedBear</strong></li> <li><strong>Qualaroo</strong></li> <li><strong>Hootsuite</strong></li> <li><strong>UserVoice</strong></li> <li><strong>Userpilot</strong></li> <li><strong>Canny</strong></li> <li><strong>Zonka Feedback</strong></li> <li><strong>Usersnap</strong></li> <li><strong>SurveyMonkey</strong></li> </ol> <p>The right feedback tool can elevate your <a href="https://inmoment.com/blog/customer-experience-management/">customer experience management</a> efforts. With an overwhelming number of options available, we have rounded up the ten best tools to help you make an informed decision.</p> <h3 class="wp-block-heading">InMoment</h3> <p><a href="https://inmoment.com/">InMoment</a> leverages award-winning AI and CX tools to collect user feedback across the customer journey. It enables custom survey design, social listening, and reputation management to connect CX data from various sources.</p> <figure class="wp-block-image size-full"><img decoding="async" width="600" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/11/User_Feedback_Dashboard.png" alt="" class="wp-image-86739" srcset="https://inmoment.com/wp-content/uploads/2024/11/User_Feedback_Dashboard.png 600w, https://inmoment.com/wp-content/uploads/2024/11/User_Feedback_Dashboard-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/11/User_Feedback_Dashboard-150x150.png 150w" sizes="(max-width: 600px) 100vw, 600px" /></figure> <p>The platform’s AI-enabled analytics generate actionable insights from the feedback to guide loyalty and retention strategies. With features like sentiment analysis, custom integrations, and journey mapping, InMoment helps you capture a comprehensive view of the customer experience in one place.</p> <h3 class="wp-block-heading">FeedBear</h3> <p><a href="https://www.feedbear.com/" target="_blank" rel="noreferrer noopener nofollow">FeedBear</a> helps businesses collect and manage feature requests through feedback boards and roadmaps. Its boards allow customers to upvote and comment, enabling businesses to identify the most popular and impactful requests. Finally, its changelog tools allow companies to document changes and close the feedback loop with customers.</p> <h3 class="wp-block-heading">Qualaroo</h3> <p><a href="https://qualaroo.com/" target="_blank" rel="noreferrer noopener nofollow">Qualaroo</a> features a no-code survey builder that simplifies feedback collection for companies. Its crucial feature is Nudge™, which enables businesses to customize and deploy feedback collection intercepts on their channels. Qualaroo helps companies understand customer sentiment and behavior with word cloud engines and sentiment analysis.</p> <h3 class="wp-block-heading">Hootsuite</h3> <p><a href="https://www.hootsuite.com/" target="_blank" rel="noreferrer noopener nofollow">Hootsuite</a> is a social media management platform that helps companies manage online interactions via a central dashboard. It allows businesses to create content, track brand mentions, and boost engagement across major social media channels.</p> <h3 class="wp-block-heading">Userpilot</h3> <p><a href="https://userpilot.com/" target="_blank" rel="noreferrer noopener nofollow">Userpilot</a> is a product growth platform that helps businesses manage customer experiences. Key features include survey templates, analytics, and dashboards for visualizing NPS scores. Brands can leverage Userpilot to understand customer profiles better and monitor KPIs to determine areas for improvement in their CX efforts.</p> <h3 class="wp-block-heading">Canny</h3> <p><a href="https://canny.io/" target="_blank" rel="noreferrer noopener nofollow">Canny</a> is a user feedback platform for collecting and analyzing feature requests. Its feature voting and segmentation help businesses filter and prioritize requests according to key user segments. Canny also helps close the feedback loop by issuing automatic updates with its product changelog tool.</p> <h3 class="wp-block-heading">UserVoice</h3> <p><a href="https://uservoice.com/" target="_blank" rel="noreferrer noopener nofollow">UserVoice</a> lets businesses create a dedicated feedback portal for customers to share suggestions and comments. The voting feature helps highlight the most in-demand requests so that companies can make effective decisions. As a result, the platform provides community-driven insights into product improvement.</p> <h3 class="wp-block-heading">Zonka Feedback</h3> <p><a href="https://www.zonkafeedback.com/" target="_blank" rel="noreferrer noopener nofollow">Zonka Feedback</a> is a multi-channel user feedback platform for capturing actionable insights from customers. Its no-code survey builder lets businesses create surveys from scratch or select from existing templates. The tool leverages sentiment analysis to highlight customer emotions and intent in feedback. With Zonka Feedback, companies can also visualize and share CX insights across teams.</p> <h3 class="wp-block-heading">Usersnap</h3> <p><a href="https://usersnap.com/" target="_blank" rel="noreferrer noopener nofollow">Usersnap</a> offers a range of features to streamline feedback collection. Businesses can use the tool to let customers provide detailed bug reports with screenshots and annotations. Users can also record themselves talking about the features they would like to see in the product. Usersnap also lets companies design surveys to capture metrics like NPS, CSAT, and CES to gauge customer loyalty and satisfaction.</p> <h3 class="wp-block-heading">SurveyMonkey</h3> <p><a href="https://www.surveymonkey.com/" target="_blank" rel="noreferrer noopener nofollow">SurveyMonkey</a> is an established survey design tool that helps businesses collect feedback at various touchpoints. It supports multiple survey types, including market research, product feedback, marketing, and NPS surveys.</p> <h3 class="wp-block-heading">Better User Feedback and Richer Insights with InMoment</h3> <p>User feedback is a vital component of the customer-centric approach. It provides valuable insights into customer behavior to help you make smarter decisions. InMoment’s omnichannel, AI-driven user feedback tool for SaaS businesses simplifies the collection and analysis of customer data to drive growth and revenue. See how InMoment can elevate your CX efforts by scheduling a <a href="https://inmoment.com/demo/">demo</a> today!</p> <section id="block_567b0f79d2c143cf22743d53ca6a2cb3" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">Sources <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p><span style="font-weight: 400;">Zendesk. 35 customer experience statistics to know for 2024 (</span><i><span style="font-weight: 400;">https://www.zendesk.com/blog/customer-experience-statistics</span></i><span style="font-weight: 400;">). Accessed 11/20/2024.</span></p> <p><span style="font-weight: 400;">InMoment. What Is Customer Effort Score (CES)? (</span><i><span style="font-weight: 400;">https://inmoment.com/xi-terms/customer-effort-score</span></i><span style="font-weight: 400;">). Accessed 11/20/2024.</span></p> <p><span style="font-weight: 400;">Enchant. 108 Customer Service Statistics & Facts You Must Know for 2023 (</span><i><span style="font-weight: 400;">https://www.enchant.com/customer-service-statistics</span></i><span style="font-weight: 400;">). Accessed 11/20/2024.</span></p> </details></section> <div class="author-section mt-100px"> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=User%20Feedback%20for%20SaaS%3A%20Best%20Practices%20%26%20Tools%20for%20Business%20Success&url=https%3A%2F%2Finmoment.com%2Fblog%2Fuser-feedback-for-saas%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-96972 desc-linkedin-96972" role="img"> <title id="title-linkedin-96972"> LinkedIn </title> <desc id="desc-linkedin-96972"> Share on LinkedIn </desc> <use xlink:href="#linkedin-square"></use> </svg> <span class="screen-reader-text">Share on LinkedIn</span> </a> </li> <li class="social-icon"> <a 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3.8125H4.0625C4.36719 3.8125 4.625 4.07031 4.625 4.375V5.5C4.625 5.82812 4.36719 6.0625 4.0625 6.0625H2.9375C2.60938 6.0625 2.375 5.82812 2.375 5.5V4.375ZM3.875 5.3125V4.5625H3.125V5.3125H3.875ZM13.625 4.5625C13.8125 4.5625 14 4.75 14 4.9375C14 5.14844 13.8125 5.3125 13.625 5.3125H6.125C5.91406 5.3125 5.75 5.14844 5.75 4.9375C5.75 4.75 5.91406 4.5625 6.125 4.5625H13.625ZM13.625 8.3125C13.8125 8.3125 14 8.5 14 8.6875C14 8.89844 13.8125 9.0625 13.625 9.0625H6.125C5.91406 9.0625 5.75 8.89844 5.75 8.6875C5.75 8.5 5.91406 8.3125 6.125 8.3125H13.625ZM13.625 12.0625C13.8125 12.0625 14 12.25 14 12.4375C14 12.6484 13.8125 12.8125 13.625 12.8125H6.125C5.91406 12.8125 5.75 12.6484 5.75 12.4375C5.75 12.25 5.91406 12.0625 6.125 12.0625H13.625ZM4.0625 7.5625C4.36719 7.5625 4.625 7.82031 4.625 8.125V9.25C4.625 9.57812 4.36719 9.8125 4.0625 9.8125H2.9375C2.60938 9.8125 2.375 9.57812 2.375 9.25V8.125C2.375 7.82031 2.60938 7.5625 2.9375 7.5625H4.0625ZM3.125 8.3125V9.0625H3.875V8.3125H3.125ZM2.375 11.875C2.375 11.5703 2.60938 11.3125 2.9375 11.3125H4.0625C4.36719 11.3125 4.625 11.5703 4.625 11.875V13C4.625 13.3281 4.36719 13.5625 4.0625 13.5625H2.9375C2.60938 13.5625 2.375 13.3281 2.375 13V11.875ZM3.875 12.8125V12.0625H3.125V12.8125H3.875Z" fill="#001D30" /> </svg> <span class="uppercase text-hammerhead text-[10px] font-semibold ">In this Post</span> </h4> <b> <div class="table-of-contents ml-6"><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#why-is-user-feedback-important-for-saas-companies" data-target="why-is-user-feedback-important-for-saas-companies">Why is User Feedback Important for SaaS Companies?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-user-feedback-metrics-are-essential-for-a-saas-company-to-track" data-target="what-user-feedback-metrics-are-essential-for-a-saas-company-to-track">What User Feedback Metrics Are Essential for a SaaS Company to Track?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-collect-user-feedback-for-saas" data-target="how-to-collect-user-feedback-for-saas">How to Collect User Feedback for SaaS?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-key-features-should-a-saas-company-prioritize-when-choosing-a-user-feedback-tool" data-target="what-key-features-should-a-saas-company-prioritize-when-choosing-a-user-feedback-tool">What Key Features Should a SaaS Company Prioritize when Choosing a User Feedback Tool?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#top-customer-feedback-tools-for-saas-companies" data-target="top-customer-feedback-tools-for-saas-companies">Top Customer Feedback Tools for SaaS Companies</a></div> </b> </div> <div class="row-start-5 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-1"> <section id="conditional-block_0fc61edea00ce4c3fc9af8fdc3ccea7b" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/05/improve-image-07-300x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Watch the Video – Get More Out of Your CX Program </h3> <p class="paragraph text-stingray text-[12px]"> Watch this demo video to see how InMoment’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath 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data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afabf84257">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-231x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca 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class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">November 22, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">November 22, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Barbara Wharton</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">14 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac081d0e" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac081d0e" id="video-modal-0 hubspot-form-674afac081d0e" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac081d0e" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac081d0e"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac081d0e) { var gatedContentType = 'popupPdf'; 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If it doesn’t, click on the download button.</p> <a class="header-cta-button button inline-block px-8 py-4 mb-4 bg-tsunami" href="https://inmoment.com/wp-content/uploads/2024/11/GC-10175-2025-Consumer-Trends-Report.pdf" target="_blank"><span class="order-2">Download Now</span><span class="item-icon order-3 right-icon"><svg xmlns="http://www.w3.org/2000/svg" width="1em" height="1em" viewBox="0 0 512 512"><path d="M288 32c0-17.7-14.3-32-32-32s-32 14.3-32 32V274.7l-73.4-73.4c-12.5-12.5-32.8-12.5-45.3 0s-12.5 32.8 0 45.3l128 128c12.5 12.5 32.8 12.5 45.3 0l128-128c12.5-12.5 12.5-32.8 0-45.3s-32.8-12.5-45.3 0L288 274.7V32zM64 352c-35.3 0-64 28.7-64 64v32c0 35.3 28.7 64 64 64H448c35.3 0 64-28.7 64-64V416c0-35.3-28.7-64-64-64H346.5l-45.3 45.3c-25 25-65.5 25-90.5 0L165.5 352H64zm368 56a24 24 0 1 1 0 48 24 24 0 1 1 0-48z"/></svg></span></a> <p class="text-sm stingray exit-this-form cursor-pointer">Exit this form</p> </div> </div></div> </div> </div> </section> <p></p> </div> </div> <div class="row-start-50 col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-2"> </div> </div> </div> </div> </article> <style> html { scroll-behavior: smooth; } </style><article class="container grid grid-center lg-xl:px-20px post-86696 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience"> <div class="blog-post-grid st-grid grid-cols-12 gap-x-8 md:gap-x-12 lg:gap-x-16 grid-flow-row md:grid-flow-col mb-24 w-full"> <div class="col-start-1 col-span-12 md:col-start-1 md:col-span-5 mb-8"> <div class="breadcrumbs-wrap"> <nav class="breadcrumbs"><a href="https://inmoment.com/blog/">Blog</a> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 4.98438C6.07031 5.26562 6.07031 5.75781 5.76562 6.03906L2.01562 9.78906C1.875 9.92969 1.6875 10 1.5 10Z" fill="#96A1AB"/> </svg> <span>Customer Experience</span> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 4.98438C6.07031 5.26562 6.07031 5.75781 5.76562 6.03906L2.01562 9.78906C1.875 9.92969 1.6875 10 1.5 10Z" fill="#96A1AB"/> </svg> <span>Current Page</span></nav> </div> <h2 class="entry-title"><a href="https://inmoment.com/blog/voice-of-customer-analysis/" rel="bookmark">Voice of Customer Analysis to Improve Customer Loyalty and Retention</a></h2> Voice of Customer (VoC) analysis is the process of understanding the intent and expectations behind customer feedback. Monitoring and analyzing key VoC metrics can help businesses deliver consistently positive experiences. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded overflow-hidden aspect-video relative"> <img width="788" height="443" src="https://inmoment.com/wp-content/uploads/2024/11/Voice_of_Customer_Analysis.jpg" class="absolute inset-0 object-cover wp-post-image" alt="VoC analysis data on a laptop" loading="eager" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2024/11/Voice_of_Customer_Analysis.jpg 788w, https://inmoment.com/wp-content/uploads/2024/11/Voice_of_Customer_Analysis-300x169.jpg 300w, https://inmoment.com/wp-content/uploads/2024/11/Voice_of_Customer_Analysis-768x432.jpg 768w" sizes="(max-width: 788px) 100vw, 788px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. As a result, businesses must double down on efforts to understand their customers’ goals and pain points to drive loyalty. Voice of Customer analysis is a useful system for accomplishing this goal.</p> <h2 class="wp-block-heading">What Is Voice of Customer Analysis?</h2> <p>Voice of Customer (VoC) refers to <a href="https://inmoment.com/blog/customer-feedback/">customer feedback</a> on a business and its offerings. It includes thoughts, feelings, and opinions regarding the brand, product, or service. The process helps you build a rich dataset that provides insight into customer behavior.</p> <p>The next step is identifying patterns in this data to help you better understand your customers. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention.</p> <p>For example, this analysis can reveal why a customer canceled their subscription to your service. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers.</p> <h3 class="wp-block-heading">Importance of Customer Analytics</h3> <p>Customer analytics provides a blueprint for delivering exceptional customer service. Here are a few reasons why it’s a powerful tool for brands:</p> <ul class="wp-block-list"> <li><strong>It helps improve customer satisfaction. </strong>VoC analysis enables you to understand overall satisfaction levels with your business. For example, key metrics like <a href="https://inmoment.com/blog/csat-customer-satisfaction/">CSAT</a> help you improve aspects of your business to satisfy specific customer needs.</li> <li><strong>It enables informed decision-making for CX teams. </strong>VoC insights help businesses make data-driven decisions for customer experience (CX) improvements. The data shows what features to prioritize to enhance customer perception. For example, if price is a significant factor for your customers, you can satisfy them by adjusting your pricing model or offering loyalty rewards.</li> <li><strong>It informs product improvement strategy. </strong>A deeper understanding of customer expectations highlights areas for improvement. It shows you what features to prioritize based on customer pain points. As a result, you can continuously improve your product or service to meet changing customer needs.</li> <li><strong>It gives you a competitive advantage. </strong>Enhanced customer service helps retain existing customers and supports <a href="https://inmoment.com/blog/brand-reputation-management/">brand reputation management</a>. Positive word of mouth helps you attract prospects away from your competitors. As a result, you can increase your market share with this customer-centric approach.</li> </ul> <p>Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead. Businesses are set to revolutionize how they gather and respond to customer feedback, shifting from traditional surveys to AI-driven VoC analytics. Companies that embrace these advanced tools will gain a powerful competitive advantage, enabling them to understand and meet customer needs in real-time. Get more details about the future of Voice of the Customer analysis and other key insights in our 2025 Consumer Trends Report.</p> <div class="wp-block-columns is-layout-flex wp-container-core-columns-is-layout-1 wp-block-columns-is-layout-flex"> <div class="wp-block-column is-layout-flow wp-block-column-is-layout-flow" style="flex-basis:66.66%"> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" loading="lazy" loading="lazy" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac08c616" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac08c616" id="video-modal-0 hubspot-form-674afac08c616" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac08c616" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" loading="lazy" loading="lazy" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac08c616"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac08c616) { var gatedContentType = 'popupPdf'; 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If it doesn’t, click on the download button.</p> <a class="header-cta-button button inline-block px-8 py-4 mb-4 bg-tsunami" href="https://inmoment.com/wp-content/uploads/2024/11/GC-10175-2025-Consumer-Trends-Report.pdf" target="_blank"><span class="order-2">Download Now</span><span class="item-icon order-3 right-icon"><svg xmlns="http://www.w3.org/2000/svg" width="1em" height="1em" viewBox="0 0 512 512"><path d="M288 32c0-17.7-14.3-32-32-32s-32 14.3-32 32V274.7l-73.4-73.4c-12.5-12.5-32.8-12.5-45.3 0s-12.5 32.8 0 45.3l128 128c12.5 12.5 32.8 12.5 45.3 0l128-128c12.5-12.5 12.5-32.8 0-45.3s-32.8-12.5-45.3 0L288 274.7V32zM64 352c-35.3 0-64 28.7-64 64v32c0 35.3 28.7 64 64 64H448c35.3 0 64-28.7 64-64V416c0-35.3-28.7-64-64-64H346.5l-45.3 45.3c-25 25-65.5 25-90.5 0L165.5 352H64zm368 56a24 24 0 1 1 0 48 24 24 0 1 1 0-48z"/></svg></span></a> <p class="text-sm stingray exit-this-form cursor-pointer">Exit this form</p> </div> </div></div> </div> </div> </div> <div class="wp-block-column is-layout-flow wp-block-column-is-layout-flow" style="flex-basis:33.33%"></div> </div> <h2 class="wp-block-heading">How To Analyze Data From VOC?</h2> <p>Voice of Customer analysis starts by categorizing the customer feedback data. This helps you create targeted approaches for identifying patterns in each category. The four main VoC data categories are as follows:</p> <ul class="wp-block-list"> <li><strong>Unstructured feedback </strong>refers to open-ended responses in the form of emails and social media content. Analyzing this qualitative data requires <a href="https://inmoment.com/blog/conversational-analytics/">conversational analytics</a> solutions, such as the ones offered by InMoment. These tools help capture customer intent and sentiment from unstructured feedback for improved service.</li> <li><strong>Structured feedback </strong>appears as quantitative data on customer loyalty and satisfaction. You ask customers to rate their feelings and experiences on a numerical scale. Structured data is easier to track and analyze, enabling straightforward insights.</li> <li><strong>Unsolicited feedback </strong>is when customers provide feedback without requests or prompts from your side. For example, a customer reviews your latest feature in a Facebook post. </li> </ul> <section id="section-block_2724ff200084a4eb513aa84bb1908a0d" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>Any online conversation around your brand provides an opportunity to collect unsolicited feedback. With the help of InMoment’s <a href="https://inmoment.com/blog/social-listening-tool/">social listening tool</a>, you can monitor this public opinion to ensure you don’t miss out on key insights. It also keeps you in the loop regarding competitor behavior to help you further refine your marketing efforts.</p> </div> </div> </section> <ul class="wp-block-list"> <li><strong>Solicited feedback </strong>is when you proactively ask customers their opinions and feelings about your brand. Surveys and questionnaires are popular methods of collecting solicited feedback.</li> </ul> <h3 class="wp-block-heading">Key Metrics To Track for Voice of Customer Analysis</h3> <ul class="wp-block-list"> <li><strong>Net Promoter Score</strong></li> <li><strong>Customer Satisfaction Score (CSAT)</strong></li> <li><strong>Customer Effort Score (CES)</strong></li> <li><strong>Response Rate</strong></li> <li><strong>Customer Lifetime Value (CLV)</strong></li> <li><strong>Churn Rate</strong></li> </ul> <p>VoC metrics provide valuable insight into customer satisfaction and loyalty. Here are some <a href="https://inmoment.com/blog/customer-experience-kpis-metrics/">KPIs in customer experience</a> to help you understand the effectiveness of your CX efforts:</p> <h4 class="wp-block-heading">Net Promoter Score</h4> <p><a href="https://inmoment.com/blog/net-promoter-score/">Net Promoter Score</a> (NPS) is a popular metric for tracking customer loyalty. It asks customers how likely they are to recommend your product or service, typically on a 0-10 scale. Responses are categorized into three groups: detractors (0-6), passives (7-8), and promoters (9-10).</p> <section id="section-block_2724ff200084a4eb513aa84bb1908a0d" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>With InMoment’s XI platform, you can leverage NPS survey design tools to collect the data you need to analyze this metric. You can also create intuitive dashboards to monitor your NPS in one place and make adjustments when necessary. This will help you increase the number of promoters among your customers for improved business performance.</p> </div> </div> </section> <h4 class="wp-block-heading">Customer Satisfaction Score (CSAT)</h4> <p>Customer Satisfaction Score (CSAT)<strong> </strong>asks customers to rate their satisfaction with your brand and offerings, typically on a 1-5 scale. </p> <p>Low scores highlight customers at risk of churning, making it necessary to retain them. Businesses prioritizing retention over customer acquisition are 60% more profitable. Therefore, regularly tracking satisfaction levels with a <a href="https://inmoment.com/blog/customer-satisfaction-survey/">customer satisfaction survey</a> is important to increase repeat business.</p> <h4 class="wp-block-heading">Customer Effort Score (CES)</h4> <p>Did you know that customers with a high-effort interaction become more disloyal compared to just 9% with a low-effort experience? </p> <p>Customer Effort Score (CES) measures how much effort customers have to put into interactions with your business. It is usually measured on a 5- or 7-point scale, with a higher score corresponding to smoother interactions.</p> <p>For example, if it’s difficult for the average individual to find customer support on your website, they will be dissatisfied. Tracking CES helps you evaluate aspects of your business that require high effort so that you can simplify them. Since CES is a strong indicator of loyalty, it’s important to focus on delivering smooth experiences.</p> <h4 class="wp-block-heading">Response Rate</h4> <p>This metric highlights engagement levels with your surveys. For example, if you send out a monthly <a href="https://inmoment.com/blog/customer-feedback-questionnaire/">customer feedback questionnaire</a> and only 10% of customers respond, it suggests low engagement. This is concerning since you need customer responses to build your VoC program in the first place.</p> <p>Focusing on good survey design can help improve the response rate. Make your surveys short and simple to prevent fatigue. You can also offer incentives like gift cards for survey completion. A higher response rate provides a wide range of customer insight, making it easier to understand and address common issues.</p> <h4 class="wp-block-heading">Customer Lifetime Value (CLV)</h4> <p>CLV helps estimate the total revenue a customer will bring during their entire relationship with the business. It factors in data like customer lifespan, purchase frequency, and transaction history.</p> <p>Monitoring CLV helps you understand and improve the long-term value of your customers. It helps inform loyalty strategies to reduce customer churn and drive revenue.</p> <h4 class="wp-block-heading">Churn Rate</h4> <p>Churn rate indicates the percentage of customers who stop using your product or service over a specific period. </p> <p>High <a href="https://inmoment.com/blog/customer-churn/">customer churn</a> indicates dissatisfaction with your brand. If your competitors deliver better services, your customers won’t have to think twice about switching. Therefore, lowering the churn rate is key to increasing revenue and maintaining a competitive edge.</p> <p>Identifying churn drivers is the first step to reducing churn. If feedback analysis suggests that customers expect more incentives, you can retain more customers by investing in a loyalty program.</p> <h3 class="wp-block-heading">Voice of the Customer Analysis Methods</h3> <ol class="wp-block-list"> <li><strong>Define your VoC Goals. </strong></li> <li><strong>Collect Customer Data.</strong></li> <li><strong>Leverage Advanced Analytics Tools.</strong></li> <li><strong>Take Action.</strong></li> <li><strong>Involve Stakeholders and Teams.</strong></li> </ol> <p>Once you identify key metrics, you can implement analytical methods to improve them. Your exact strategy will depend on your goals and will require adjustment over time based on performance.</p> <h4 class="wp-block-heading">Define your VoC Goals</h4> <p>Understanding your most pressing problems as a business will help you make the most of your VoC data. Define your problems and establish specific goals you want to accomplish. You should know exactly why and how you want to analyze customer data.</p> <p>An example could be tracking and improving the NPS as part of your <a href="https://inmoment.com/blog/customer-loyalty/">customer loyalty</a> efforts. This step narrows your focus on high-priority issues for effective resolution. Additionally, it ensures your program is unique to your business and customer needs.</p> <h4 class="wp-block-heading">Collect Customer Data</h4> <p>Establish comprehensive systems to collect data across the customer journey. You can capture solicited feedback from customers through surveys and questionnaires. These surveys should be simple and easy to complete, combining qualitative and quantitative data collection.</p> <p>However, surveys alone aren’t enough in the online age. Customers are vocal about their experiences on review sites and social media platforms. Online activity, from a simple comment to a detailed thread, is an opportunity to collect unsolicited customer feedback.</p> <p>Besides providing actionable insights, social listening helps prevent <a href="https://inmoment.com/blog/survey-fatigue/">survey fatigue</a>. Since you don’t have to send frequent surveys to learn as much as possible, you won’t be overwhelming your customers! Instead, you can tap into unbiased feedback to capture a complete view of the customer sentiment towards your brand.</p> <h4 class="wp-block-heading">Leverage Advanced Analytics Tools</h4> <p>Analyze the customer feedback to uncover insights into current trends and expectations. Look for patterns in the data to understand customer perception regarding your product or service. </p> <p>A common analytical method is to track key metrics according to your goals. For example, if you see a downward trend in CES over the past few months, a newly released feature is likely creating friction in the customer experience.</p> <p>What about textual data in the form of reviews, call center scripts, and social media activity? The <a href="https://inmoment.com/blog/nlp-natural-language-processing/">Natural Language Processing (NLP)</a> approach helps analyze this unstructured data for valuable insights. It uses machine learning and vast amounts of data to uncover customer sentiment and intent.</p> <section id="section-block_2724ff200084a4eb513aa84bb1908a0d" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>You can leverage NLP for your business needs with the help of InMoment’s <a href="https://inmoment.com/text-analytics/">text analytics software</a>. Its award-winning NLP engine transforms textual data into meaningful insights for smarter decision-making. These insights include the customer’s intent, perceived effort, and overall sentiment. As a result, you can take immediate and effective action to improve customer experiences.</p> </div> </div> </section> <p>Another valuable technique in VoC analysis is data correlation. This statistical tool helps you understand how specific variables relate to each other. In the context of customer service, it can help you understand how features of your business affect key CX metrics.</p> <p>For example, making your website more user-friendly might correlate to a higher CES. But, does this increase in CES improve the overall CSAT? You might find that another variable, like “product quality”, impacts CSAT more than “ease of use”!</p> <h4 class="wp-block-heading">Take Action</h4> <p>Customers provide feedback with the expectation that improvements will follow. Therefore, once you have completed your VoC analysis, it’s time to act on the conclusions and insights.</p> <p>Start with high-priority issues and create an action plan for resolving them. For example, if most of the negative sentiment is focused on your website, you must prioritize immediate UI/UX improvements. </p> <p>Ensure you close the <a href="https://inmoment.com/blog/customer-feedback-loop/">feedback loop</a> with customers by following up with them after taking action. This step helps you affirm the impact of your efforts and fosters customer loyalty.</p> <h4 class="wp-block-heading">Involve Stakeholders and Teams</h4> <p>VoC analysis is most effective when it’s a collaborative effort. Start by sharing insights with relevant departments. For example, if you identify long wait times in customer service, the support team can work on optimizing response times. At the same time, the operations team can look at resource allocation to address capacity issues.</p> <p>Engage the leadership by showing how VoC analysis affects company goals like boosting retention and revenue. Along with cross-functional collaboration, the buy-in from leaders ensures consistency in addressing customer needs. Invest in a centralized CX platform to make VoC insights accessible across teams in real-time.</p> <h2 class="wp-block-heading">What To Look For in a Voice of Customer Analysis Tool</h2> <p>Collecting and analyzing the voice of the customer enables continuous business improvements. It encourages a customer-centric approach that helps you meet evolving needs and enhance your brand reputation. The right voice of customer analysis tool simplifies this process and helps address potential challenges. Key features to look for include:</p> <ul class="wp-block-list"> <li><strong>Omnichannel Feedback Collection</strong>: The voice of the customer comes from many different sources, including surveys, social media, reviews, and call center interactions. Invest in a tool that supports omnichannel data collection to capture a complete view of customer sentiment.</li> </ul> <section id="section-block_2724ff200084a4eb513aa84bb1908a0d" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>You can leverage NLP for your business needs with the help of InMoment’s <a href="https://inmoment.com/text-analytics/">text analytics software</a>. Its award-winning NLP engine transforms textual data into meaningful insights for smarter decision-making. These insights include the customer’s intent, perceived effort, and overall sentiment. As a result, you can take immediate and effective action to improve customer experiences.</p> </div> </div> </section> <ul class="wp-block-list"> <li><strong>Sentiment Analysis</strong>: Look for advanced sentiment analysis capabilities that classify feedback as positive, negative, or neutral. This helps you gauge overall customer satisfaction and spot emerging issues.</li> </ul> <p>InMoment’s advanced sentiment analysis combines key metrics and real-time intelligence to help you better understand customer feelings.</p> <ul class="wp-block-list"> <li><strong>Real-Time Insights</strong>: It’s crucial to have real-time updates when tracking key VoC metrics. This feature helps reduce potential churn by providing instant insights into customer behavior. The sooner you learn of a dip in satisfaction levels, the quicker you can react and recover.</li> <li><strong>Natural Language Processing (NLP)</strong>: NLP-powered tools can analyze unstructured text data like reviews or comments to uncover customer intent and pain points.</li> </ul> <p>InMoment’s award-winning text analysis uncovers the meaning and emotion behind each piece of feedback. It helps you accurately understand the customer experience so you can work to improve it.</p> <ul class="wp-block-list"> <li><strong>Predictive Analytics</strong>: The tool you select should also support AI-driven predictions of customer behavior, including churn. This feature is useful as it helps brands proactively deal with issues and retain customers before it’s too late.</li> </ul> <p>InMoment offers <a href="https://inmoment.com/blog/customer-churn-prediction/">churn prediction</a> capabilities to help businesses understand why and which customers may churn. It leverages machine learning algorithms and text analysis to identify churn drivers accurately. This enables brands to take a proactive approach to customer retention and reduce acquisition costs.</p> <ul class="wp-block-list"> <li><strong>Customizable Dashboards and Reporting</strong>: Choose a tool with intuitive dashboards to track and visualize key metrics. InMoment’s <a href="https://inmoment.com/reporting/">reporting</a> capabilities help you build impactful visuals for effectively sharing VoC analysis results with stakeholders.</li> </ul> <h3 class="wp-block-heading">How InMoment can help with Voice of Customer Analysis</h3> <p>Voice of Customer analysis is a powerful tool for elevating your CX program. It helps you understand customer preferences and expectations so you can better meet them. InMoment’s software handles the VoC analytical workload, allowing you to act on the insights and strengthen customer relationships. Schedule a <a href="https://inmoment.com/demo/">demo</a> today to see how InMoment can help you transform customer feedback into CX improvements!</p> <section id="block_68a36f005f34214c34c1a43156d64d57" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">Sources <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p><span style="font-weight: 400;">Khoros. Must-know customer service statistics of 2024 (</span><i><span style="font-weight: 400;">https://khoros.com/blog/must-know-customer-service-statistics</span></i><span style="font-weight: 400;">). Accessed 11/14/2024.</span></p> <p><span style="font-weight: 400;">G2. 69+ Eye-Opening Customer Retention Statistics to Know in 2024 (</span><i><span style="font-weight: 400;">https://www.g2.com/articles/customer-retention-statistics</span></i><span style="font-weight: 400;">). Accessed 11/14/2024.</span></p> </details></section> <div class="author-section mt-100px"> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=Voice%20of%20Customer%20Analysis%20to%20Improve%20Customer%20Loyalty%20and%20Retention&url=https%3A%2F%2Finmoment.com%2Fblog%2Fvoice-of-customer-analysis%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-17752 desc-linkedin-17752" role="img"> <title id="title-linkedin-17752"> LinkedIn </title> <desc id="desc-linkedin-17752"> Share on LinkedIn </desc> <use xlink:href="#linkedin-square"></use> </svg> <span class="screen-reader-text">Share on LinkedIn</span> </a> </li> <li class="social-icon"> <a 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3.8125H4.0625C4.36719 3.8125 4.625 4.07031 4.625 4.375V5.5C4.625 5.82812 4.36719 6.0625 4.0625 6.0625H2.9375C2.60938 6.0625 2.375 5.82812 2.375 5.5V4.375ZM3.875 5.3125V4.5625H3.125V5.3125H3.875ZM13.625 4.5625C13.8125 4.5625 14 4.75 14 4.9375C14 5.14844 13.8125 5.3125 13.625 5.3125H6.125C5.91406 5.3125 5.75 5.14844 5.75 4.9375C5.75 4.75 5.91406 4.5625 6.125 4.5625H13.625ZM13.625 8.3125C13.8125 8.3125 14 8.5 14 8.6875C14 8.89844 13.8125 9.0625 13.625 9.0625H6.125C5.91406 9.0625 5.75 8.89844 5.75 8.6875C5.75 8.5 5.91406 8.3125 6.125 8.3125H13.625ZM13.625 12.0625C13.8125 12.0625 14 12.25 14 12.4375C14 12.6484 13.8125 12.8125 13.625 12.8125H6.125C5.91406 12.8125 5.75 12.6484 5.75 12.4375C5.75 12.25 5.91406 12.0625 6.125 12.0625H13.625ZM4.0625 7.5625C4.36719 7.5625 4.625 7.82031 4.625 8.125V9.25C4.625 9.57812 4.36719 9.8125 4.0625 9.8125H2.9375C2.60938 9.8125 2.375 9.57812 2.375 9.25V8.125C2.375 7.82031 2.60938 7.5625 2.9375 7.5625H4.0625ZM3.125 8.3125V9.0625H3.875V8.3125H3.125ZM2.375 11.875C2.375 11.5703 2.60938 11.3125 2.9375 11.3125H4.0625C4.36719 11.3125 4.625 11.5703 4.625 11.875V13C4.625 13.3281 4.36719 13.5625 4.0625 13.5625H2.9375C2.60938 13.5625 2.375 13.3281 2.375 13V11.875ZM3.875 12.8125V12.0625H3.125V12.8125H3.875Z" fill="#001D30" /> </svg> <span class="uppercase text-hammerhead text-[10px] font-semibold ">In this Post</span> </h4> <b> <div class="table-of-contents ml-6"><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-is-voice-of-customer-analysis" data-target="what-is-voice-of-customer-analysis">What Is Voice of Customer Analysis?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-analyze-data-from-voc" data-target="how-to-analyze-data-from-voc">How To Analyze Data From VOC?</a><a 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src="https://inmoment.com/wp-content/uploads/2024/05/improve-image-07-300x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Watch the Video – Get More Out of Your CX Program </h3> <p class="paragraph text-stingray text-[12px]"> Watch this demo video to see how InMoment’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath 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data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac09174f">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-231x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca 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class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">November 21, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">November 21, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Barbara Wharton</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">12 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0973b7" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac0973b7" id="video-modal-0 hubspot-form-674afac0973b7" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac0973b7" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac0973b7"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac0973b7) { var gatedContentType = 'popupPdf'; 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Actively analyzing customer behavior can help your business improve operations, marketing efforts, and help build stronger customer relationships. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded overflow-hidden aspect-video relative"> <img width="2560" height="1608" src="https://inmoment.com/wp-content/uploads/2020/09/AmidstEMEA-scaled.jpg" class="absolute inset-0 object-cover wp-post-image" alt="Business Man working with blank screen" loading="eager" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2020/09/AmidstEMEA-scaled.jpg 2560w, https://inmoment.com/wp-content/uploads/2020/09/AmidstEMEA-300x188.jpg 300w, https://inmoment.com/wp-content/uploads/2020/09/AmidstEMEA-1024x643.jpg 1024w, https://inmoment.com/wp-content/uploads/2020/09/AmidstEMEA-768x482.jpg 768w, https://inmoment.com/wp-content/uploads/2020/09/AmidstEMEA-1536x965.jpg 1536w, https://inmoment.com/wp-content/uploads/2020/09/AmidstEMEA-2048x1286.jpg 2048w, https://inmoment.com/wp-content/uploads/2020/09/AmidstEMEA-1720x1080.jpg 1720w" sizes="(max-width: 2560px) 100vw, 2560px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>Did you know that social media is the number one discovery channel for products? Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. </p> <p>Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. To capitalize on those behaviors, you need to be able to perform customer behavior analysis. </p> <h2 class="wp-block-heading">What Is Customer Behavior Analysis?</h2> <p>Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the <a href="https://inmoment.com/blog/customer-journey/">customer journey</a>. This involves looking at what customers do, such as browsing, purchasing, or abandoning a page, and understanding why they make those choices. When businesses apply customer behavior analysis, they shift from reacting to customer demands to anticipating them. </p> <h3 class="wp-block-heading">Customer Behavior Analysis vs Customer Journey Mapping</h3> <p>Customer journey mapping focuses on visualizing customers’ different pathways with a business throughout their <a href="https://inmoment.com/blog/customer-experience/">customer experience</a>. The customer journey is not the same process for every customer. Customer behavior analysis seeks to understand the underlying motivations and drivers behind a customer’s decisions. This can include observable actions such as purchase frequency or website clicks as well as inferred behaviors such as willingness to try new products or price changes. </p> <h2 class="wp-block-heading">Why Is Customer Behavior Analysis Important</h2> <p>Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth. By understanding customer motivations, your business can make decisions that lead to higher <a href="https://inmoment.com/blog/csat-customer-satisfaction/">customer satisfaction</a>, loyalty, and profitability. Here are a few reasons why customer behavior analysis is so valuable: </p> <ul class="wp-block-list"> <li>Enhanced personalization</li> <li>Improved customer retention</li> <li>Better product development</li> <li>Informed marketing decisions</li> <li>Competitive advantage</li> </ul> <h3 class="wp-block-heading">Enhanced Personalization</h3> <p>When you understand how customers interact with products, services, and content, you can personalize experiences in meaningful ways. By identifying specific customer preferences—such as preferred products, content types, or communication channels—you can tailor marketing messages, recommendations, and services to each customer’s needs. </p> <h3 class="wp-block-heading">Improved Customer Retention</h3> <p>It is no secret that retaining customers is more cost-effective than acquiring new ones. By analyzing customer behavior, you can identify factors that lead to churn, such as delayed purchases, disengagement, or negative feedback. Early intervention —like offering incentives to at-risk customers or resolving pain points—can prevent customer loss and improve <a href="https://inmoment.com/blog/customer-retention/">customer churn</a>. </p> <h3 class="wp-block-heading">Better Product Development</h3> <p>Customer behavior insights can allow your company to make data-driven decisions about product offerings. By understanding which products are most popular, how they are being used, and what customers are searching for, you can identify gaps in your offering and prioritize the development of certain features or improvements to current ones. </p> <h3 class="wp-block-heading">Informed Marketing Decisions</h3> <p>Analyzing customer behavior allows you to craft more effective marketing strategies. Customer behavior data reveals which campaigns, channels, and messaging resonate most with different customer segments. This enables marketers to focus their resources where they’ll have the highest impact. </p> <h3 class="wp-block-heading">Competitive Advantage</h3> <p>Understanding customer behavior can be a key differentiator in today’s business environment. If your business can effectively analyze and utilize customer behavior insights, you can stay ahead of your competitors by being more innovative and customer-focused. </p> <h2 class="wp-block-heading">Types of Customer Behavior Data</h2> <p>To fully understand customer behavior, you will need to gather different types of data that provide a comprehensive view of behavior, preferences, and engagement. Here are the main categories of customer behavior data that can help you build rich customer profiles: </p> <h3 class="wp-block-heading">Demographic Data</h3> <ul class="wp-block-list"> <li>Age</li> <li>Gender</li> <li>Income level</li> <li>Education</li> <li>Occupation</li> </ul> <p>Demographic data gives you insight into customer characteristics that often influence their preferences, buying power, and purchasing habits. Demographic data serves as a foundational layer for customer behavior analysis as it helps you segment your audience. </p> <h3 class="wp-block-heading">Psychographic Data</h3> <ul class="wp-block-list"> <li>Customer lifestyle </li> <li>Interests</li> <li>Values</li> <li>Attitudes</li> <li>Personality traits</li> </ul> <p>Psychographic data unveils the motivations that drive customer behavior. It can help you understand why your customers make certain choices. Using this data, you can construct targeted messages that resonate with individual values and interests. </p> <h3 class="wp-block-heading">Behavioral Data</h3> <ul class="wp-block-list"> <li>Purchase history</li> <li>Browsing activity </li> <li>Engagement with content or promotions</li> </ul> <p>Behavioral data helps you identify patterns in how customers engage with products, websites, or marketing materials. It sheds light on preferred products, purchasing frequency, and typical customer journeys. Using behavioral data, you can improve the user experience based on actual customer behavior. </p> <h3 class="wp-block-heading">Transactional Data</h3> <ul class="wp-block-list"> <li>Purchase frequency</li> <li>Average order value</li> <li>Payment methods</li> <li>Return rates</li> </ul> <p>Transactional data provides a snapshot of a customer’s financial interactions with your business. This data can help you identify high-value customers, track purchasing trends, and evaluate the success of certain promotions, packages, or discounts. It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs. </p> <h3 class="wp-block-heading">Engagement Data</h3> <ul class="wp-block-list"> <li>Email open rate</li> <li>Social media interactions</li> <li>Website visits</li> <li>In-app usage</li> </ul> <p>Engagement data helps you understand the depth of customer interactions with your organization. It can help you identify which channels are most effective for reaching specific customer segments, how engaged customers are with content, and where opportunities exist for deeper engagement. </p> <h2 class="wp-block-heading">Customer Behavior Analysis Methods</h2> <p>To effectively analyze customer behavior using the data collected above, you will need to mix qualitative and quantitative data analysis methods. Here are some key methods for analyzing customer behavior: </p> <ul class="wp-block-list"> <li>Quantitative research</li> <li>Quantitative data analysis</li> <li>Predictive analytics</li> <li>Customer journey mapping</li> <li>Cohort analysis</li> </ul> <h3 class="wp-block-heading">Qualitative Research</h3> <p>Qualitative research and analysis involve asking open-ended questions to encourage customers to share their thoughts in their own words. This can reveal emotional drivers, such as UX frustrations, that may not surface in quantitative data. Open-ended questions can be used in surveys, customer interviews, and focus groups. </p> <h3 class="wp-block-heading">Quantitative Data Analysis</h3> <p>Quantitative analysis uses website and/or app analytics combined with CRM data to analyze numerical data. Quantitative data offers a broad view of customer behavior across large segments. The trends identified can inform marketing decisions, product development, and sales strategies. </p> <h3 class="wp-block-heading">Predictive Analytics</h3> <p>Predictive analytics models use past historical data, artificial intelligence, and machine learning to make educated predictions about future customer actions, such as likelihood to purchase, churn risk, or response to specific promotions. Predictive analytics allows you to anticipate customer needs and take proactive steps. For example, by identifying customers likely to churn, you can implement retention strategies before you lose a customer.</p> <section id="section-block_cf4ad30848c66e0b7e655e38e4fc9fba" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>InMoment’s <a href="https://inmoment.com/predictive-customer-analytics/">predictive customer analytics</a> solution uses proprietary AI to extract insights from customer data. This allows you to spend more time executing action plans rather than getting caught up in data analysis. One of the biggest benefits of InMoment AI is its ability to make large volumes of customer feedback easily digestible in Smart Summaries. </p> </div> </div> </section> <div class="wp-block-image"> <figure class="aligncenter size-large is-resized"><img decoding="async" width="1024" height="1024" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Smart-Summary-1024x1024.png" alt="Smart Summary in InMoment's platform that summarizes large volumes of customer feedback. " class="wp-image-86012" style="width:712px;height:auto" srcset="https://inmoment.com/wp-content/uploads/2024/10/Smart-Summary-1024x1024.png 1024w, https://inmoment.com/wp-content/uploads/2024/10/Smart-Summary-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Smart-Summary-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/10/Smart-Summary-768x768.png 768w, https://inmoment.com/wp-content/uploads/2024/10/Smart-Summary-1536x1536.png 1536w, https://inmoment.com/wp-content/uploads/2024/10/Smart-Summary-2048x2048.png 2048w, https://inmoment.com/wp-content/uploads/2024/10/Smart-Summary-1080x1080.png 1080w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure></div> <h3 class="wp-block-heading">Customer Journey Mapping</h3> <p>Customer journey mapping tracks every touchpoint customers encounter with your organization. This reveals where they may encounter friction, drop off, or engage. It can help you understand how customers progress through the decision-making process. By mapping the customer journey, you can identify areas for improvement in your customer experience. </p> <section id="section-block_cf4ad30848c66e0b7e655e38e4fc9fba" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>InMoment can go one step further with AI Journey Insights, which helps businesses transform multichannel customer feedback into actionable strategies. By gathering data from sources like surveys, reviews, and calls, the InMoment platform uses NLP and AI to identify and categorize key journey touchpoints. Generative AI then evaluates each touchpoint’s impact on customer experience and suggests improvements. These insights are visualized in a way that inspires teams to take ownership, collaborate on solutions, and explore potential outcomes through simulations, driving meaningful changes to enhance the customer journey.</p> </div> </div> </section> <h3 class="wp-block-heading">Cohort Analysis</h3> <p>Cohort analysis tracks the behaviors of customers who have been grouped together into cohorts. These cohorts are created based on shared characteristics or behaviors like the month of purchase, campaign type, or location. Cohort analysis tracks the behaviors of these specific groups over time, which allows you to observe how certain factors influence long-term engagement, retention, and churn. </p> <h2 class="wp-block-heading">Tools for Customer Behavior Analysis</h2> <p>The effectiveness of your customer behavior analysis is largely dependent on the tools you use to complete it. Here are some of the top customer behavior analysis tools to be aware of: </p> <h3 class="wp-block-heading">1. InMoment</h3> <p><a href="https://inmoment.com/">InMoment</a> offers a comprehensive suite of CX tools designed to capture customer feedback across various touchpoints, including surveys, social media, and online reviews. Using AI-driven analytics, InMoment provides actionable insights to help companies improve customer satisfaction and loyalty. Its platform also includes sentiment analysis, benchmarking, and journey mapping to offer a full view of customer experiences and emotional drivers.</p> <h3 class="wp-block-heading">2. Qualtrics</h3> <p>Known for its experience management platform, <a href="https://www.qualtrics.com/" target="_blank" rel="noreferrer noopener nofollow">Qualtrics</a> enables businesses to collect and analyze customer, employee, product, and brand experience data. Its powerful analytics and feedback collection tools make it easy for companies to understand customer expectations and pain points. With capabilities like predictive intelligence and real-time insights, Qualtrics helps businesses anticipate customer needs and take action to improve experiences quickly.</p> <h3 class="wp-block-heading">3. Medallia</h3> <p><a href="https://www.medallia.com/" target="_blank" rel="noreferrer noopener nofollow">Medallia</a> specializes in customer feedback and experience management, using AI and machine learning to analyze customer interactions across web, social, mobile, and in-store channels. Medallia’s platform is designed to capture real-time feedback and deliver insights directly to employees, enabling organizations to respond quickly to customer needs. With features like text and speech analytics, Medallia helps businesses understand customer sentiment and trends.</p> <h3 class="wp-block-heading">4. Zendesk</h3> <p><a href="https://www.zendesk.com/" target="_blank" rel="noreferrer noopener nofollow">Zendesk</a> provides a robust customer service and support platform that integrates CX insights into ticketing, messaging, and live chat. Designed for ease of use, Zendesk offers tools for tracking customer issues, measuring satisfaction, and analyzing behavior through support interactions. Its reporting capabilities help companies identify recurring issues, improving customer support quality and response times.</p> <h3 class="wp-block-heading">5. Sprinklr</h3> <p><a href="https://www.sprinklr.com/" target="_blank" rel="noreferrer noopener nofollow">Sprinklr</a> is a unified platform for customer experience management, focusing heavily on social media and online engagement. Its tools track customer sentiment, monitor brand mentions, and provide detailed analytics across various channels. Sprinklr’s CX suite includes social listening, customer care, and AI-driven insights, helping businesses gain a 360-degree view of customer sentiment and preferences on digital and social platforms. </p> <h2 class="wp-block-heading">How to Use Customer Behavior Analysis to Improve the Customer Experience</h2> <p>Customer behavior analysis is invaluable for improving the customer experience at your organization. Here are some ways your business can leverage customer behavior data to boost customer experience and business performance: </p> <h3 class="wp-block-heading">Personalized Marketing Campaigns</h3> <p>Customer behavior insights enable you to create highly personalized marketing messages that resonate with the segment’s unique interests and needs. Tailored messaging, such as targeted emails or personalized content suggestions, can help increase engagement and conversion rates. </p> <h3 class="wp-block-heading">Optimized Product Recommendations</h3> <p>By analyzing purchase history, browsing behavior, and more, you can suggest relevant products or services that create a more satisfying and valuable experience for your customers. This can also help you increase cross-sell and upsell opportunities by presenting items that customers are more likely to purchase. </p> <h3 class="wp-block-heading">Enhanced Customer Support</h3> <p>Customer behavior data lets your business anticipate common customer issues and proactively offer support. For example, if customers frequently abandon their carts at a particular customer journey stage, companies can address this with targeted assistance. </p> <h3 class="wp-block-heading">Improved Website and App Experiences</h3> <p>Customer behavior analysis can reveal which website or app features users find most valuable and which ones cause frustration. By optimizing navigation, layout, and content based on behavior data, you can create a more intuitive and enjoyable user experience. </p> <h3 class="wp-block-heading">Predictive Retention Strategies</h3> <p>Analyzing behavior patterns can help businesses identify customers at risk of churning and implement timely retention strategies, such as personalized offers or re-engagement emails, to keep them engaged.</p> <h2 class="wp-block-heading">Challenges in Customer Behavior Analysis</h2> <p>While customer behavior analysis can offer many benefits, some businesses may face challenges in effectively gathering, interpreting, and applying behavior data. Here are some common obstacles: </p> <h3 class="wp-block-heading">Data Privacy and Compliance</h3> <p>With regulations like GDPR and CCPA, businesses must handle customer data responsibly. Ensuring compliance and maintaining data security can be complex, especially when analyzing large amounts of data from various sources.</p> <h3 class="wp-block-heading">Data Overload</h3> <p>Businesses collect vast quantities of data from multiple channels, and not all is useful. Sorting through data to identify relevant, actionable insights requires careful filtering and prioritization to avoid getting overwhelmed.</p> <h3 class="wp-block-heading">Interpreting Data Accurately</h3> <p>Misinterpreting customer behavior data can lead to flawed decisions. Without careful analysis, businesses may make incorrect assumptions about customer preferences or behaviors, resulting in ineffective strategies.</p> <h3 class="wp-block-heading">Integrating Data Across Platforms</h3> <p>Many companies use multiple tools for gathering and analyzing data, which can lead to siloed information. Integrating data across platforms ensures a unified view of the customer but can be challenging without the right infrastructure.</p> <h3 class="wp-block-heading">Acting on Insights Effectively</h3> <p>Gathering data is only the first step; applying insights requires coordination across teams and often significant changes to processes. Without the right implementation strategies, valuable data insights may go unused.</p> <h2 class="wp-block-heading">Future Trends in Customer Behavior Analysis</h2> <p>Customer behavior analysis is evolving as new technologies and customer expectations reshape the landscape. Here are some trends to watch:</p> <h3 class="wp-block-heading">1. AI and Machine Learning for Deeper Insights</h3> <p>AI and machine learning algorithms are becoming essential for identifying complex behavior patterns and predicting future actions. These technologies make it easier to personalize interactions at scale, enhancing customer satisfaction and engagement.</p> <h3 class="wp-block-heading">2. Behavioral Segmentation</h3> <p>Moving beyond traditional demographic segmentation, more companies are adopting behavioral segmentation, grouping customers based on shared actions, preferences, or interactions. This approach enables more targeted marketing and product strategies.</p> <h3 class="wp-block-heading">3. Real-Time Data Analysis</h3> <p>With real-time analysis, businesses can respond to customer actions immediately, offering personalized experiences on the spot. Real-time analysis is particularly useful in e-commerce and customer support, where rapid responses can lead to higher conversion rates and improved satisfaction.</p> <h3 class="wp-block-heading">4. Omnichannel Behavior Tracking</h3> <p>As customers interact with brands across multiple channels—online, mobile, in-store—there’s a growing need for omnichannel behavior tracking. This provides a complete view of the customer journey, helping businesses maintain a cohesive experience regardless of where interactions occur.</p> <h3 class="wp-block-heading">5. Increased Focus on Data Ethics and Transparency</h3> <p>With rising customer concerns around privacy, businesses are focusing on data ethics, transparency, and control. Many are implementing practices that allow customers to understand, access, and control how their data is used, building trust and enhancing brand loyalty.</p> <h2 class="wp-block-heading">Improve Customer Behavior Analysis with InMoment</h2> <p>InMoment’s <a href="https://inmoment.com/customer-experience-platform/">customer experience platform</a> is the premier solution for customer behavior analysis. InMoment has been recognized as a leader in both AI and NLP. These solutions offer any business the ability to view comprehensive data about their customers’ behavior. See what InMoment can do for you by scheduling a <a href="https://inmoment.com/demo/">demo</a> today!</p> <section id="block_261d56aac5fbab4a0d7f482397e500fb" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">References <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p><span style="font-weight: 400;">HubSpot. Consumer Trends Report. (</span><i><span style="font-weight: 400;">https://offers.hubspot.com/consumer-trends</span></i><span style="font-weight: 400;">). Accessed 11/13/2024. </span></p> </details></section> <div class="author-section mt-100px"> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=The%20Power%20of%20Customer%20Behavior%20Analysis&url=https%3A%2F%2Finmoment.com%2Fblog%2Fcustomer-behavior-analysis%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-7894 desc-linkedin-7894" role="img"> <title id="title-linkedin-7894"> LinkedIn </title> <desc id="desc-linkedin-7894"> Share on LinkedIn </desc> <use xlink:href="#linkedin-square"></use> </svg> <span class="screen-reader-text">Share on LinkedIn</span> </a> </li> <li class="social-icon"> <a 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11.3125H4.0625C4.36719 11.3125 4.625 11.5703 4.625 11.875V13C4.625 13.3281 4.36719 13.5625 4.0625 13.5625H2.9375C2.60938 13.5625 2.375 13.3281 2.375 13V11.875ZM3.875 12.8125V12.0625H3.125V12.8125H3.875Z" fill="#001D30" /> </svg> <span class="uppercase text-hammerhead text-[10px] font-semibold ">In this Post</span> </h4> <b> <div class="table-of-contents ml-6"><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-is-customer-behavior-analysis" data-target="what-is-customer-behavior-analysis">What Is Customer Behavior Analysis?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#why-is-customer-behavior-analysis-important" data-target="why-is-customer-behavior-analysis-important">Why Is Customer Behavior Analysis Important</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#types-of-customer-behavior-data" data-target="types-of-customer-behavior-data">Types of Customer Behavior Data</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#customer-behavior-analysis-methods" data-target="customer-behavior-analysis-methods">Customer Behavior Analysis Methods</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#tools-for-customer-behavior-analysis" data-target="tools-for-customer-behavior-analysis">Tools for Customer Behavior Analysis</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-use-customer-behavior-analysis-to-improve-the-customer-experience" data-target="how-to-use-customer-behavior-analysis-to-improve-the-customer-experience">How to Use Customer Behavior Analysis to Improve the Customer Experience</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#challenges-in-customer-behavior-analysis" data-target="challenges-in-customer-behavior-analysis">Challenges in Customer Behavior Analysis</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#future-trends-in-customer-behavior-analysis" data-target="future-trends-in-customer-behavior-analysis">Future Trends in Customer Behavior Analysis</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#improve-customer-behavior-analysis-with-inmoment" data-target="improve-customer-behavior-analysis-with-inmoment">Improve Customer Behavior Analysis with InMoment</a></div> </b> </div> <div class="row-start-5 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-1"> <section id="conditional-block_0fc61edea00ce4c3fc9af8fdc3ccea7b" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/05/improve-image-07-300x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Watch the Video – Get More Out of Your CX Program </h3> <p class="paragraph text-stingray text-[12px]"> Watch this demo video to see how InMoment’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0a24fa" class="block-hubspot-form hs-form-outer hs-form-zifc-hide " data-chili="" data-form-id="a1033607-ecb4-4b56-9f65-62488994b393" >  <div class=" modal fade modal-video video-content-487806312hubspot-form-674afac0a24fa" id="video-modal-487806312 hubspot-form-674afac0a24fa" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-487806312hubspot-form-674afac0a24fa" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="Customer Feedback video" src="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac0a24fa" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title hero-cta ">Get More Out of Your CX Program</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac0a24fa"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac0a24fa) { var gatedContentType = 'heroCTAPopupVideo'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { timeoutTime = parseInt(timeoutTime * 1000); setTimeout(() => { document.body.classList.add('gated-lock-screen'); document.documentElement.classList.add('gated-lock-screen'); }, timeoutTime); } } // Init ZI FC $form.attr('data-zifc', 'true'); if (!$form[0].closest('.block-hubspot-form').classList.contains('hs-form-zifc-hide')) document.getElementById('loading-indicator-hubspot-form-674afac0a24fa').style.display = 'none'; setTimeout(() => { document.getElementById('loading-indicator-hubspot-form-674afac0a24fa').style.display = 'none'; }, 5000); // Init onEmailChange fn if ZIFC enabled onEmailChange($form); // inject custom field values into Hubspot hidden input names var formIDLastAssetData = formIDLastAssetData || []; formIDLastAssetData.push({ id: 'hubspot-form-674afac0a24fa', last_asset: 'Customer Experience - Demo Video sidebar-left-2' }); var input = $form[0].querySelector('input[name="last_asset"]'); //lastAssetInputs.forEach(input => { if(input.closest('.block-hubspot-form')) { var formId = input.closest('.block-hubspot-form').id; var formData = formIDLastAssetData.find(item => item.id === formId); if (formData) { input.value = formData.last_asset; input.dispatchEvent(new Event('input', { bubbles: true })); console.log(formData.last_asset); } } //}); // if (document.querySelector('input[name="last_asset"]')) { // document.querySelector('input[name="last_asset"]').value = '<//?php echo $last_asset; ?>'; // document.querySelector('input[name="last_asset"]').dispatchEvent(new Event('input', { // bubbles: true // })); // } } // After button clicked, but before data is sent function onBeforeFormSubmitFunction($form) { const submitButton = $form.find('input[type="submit"]').get(0); if (submitButton) { submitButton.classList.add('submit-loading'); submitButton.value = "Loading..."; submitButton.disabled = true; } } // Next few functions fire only if ZI enabled function onEmailChange($form) { const emailInput = document.querySelector('input[name="email"]'); if (emailInput && 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// Arbitrary in case there are two of same form on page formInstanceId: "hubspot-form-674afac0a24fa", onFormReady: function($form) { onFormReadyFunction($form); }, onBeforeFormSubmit: function($form) { onBeforeFormSubmitFunction($form); }, onFormSubmit: function($form) { onFormSubmitFunction($form); }, onFormSubmitted: function($form, data) { onFormSuccessFunction($form, data); }, submitText: "Watch a Short Video", }); }); }) // on hs script loaded </script> <script> (function() { // Start of IIFE //console.log("Zi Enabled for form hubspot-form-674afac0a24fa, waiting to add FC onReady"); if (!window._zi_fc) { window._zi_fc = {}; } if (!window._zi_fc.onReadyList) { window._zi_fc.onReadyList = []; } const formId = "hubspot-form-674afac0a24fa"; // Check if a function for this formId already exists const isFuncAlreadyAdded = window._zi_fc.onReadyList.some(func => func.tag === formId); let onReadyCalled = false; const func = (data) => { onReadyCalled = true; // Set the flag to true 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heroCTAPopupVideoXLink.click(); } heroCTAPopupVideoFormWrap.querySelector('.block-hubspot-form').classList.remove('to-video'); /* heroCTAPopupVideoFormWrap.classList.add('hidden'); heroCTAPopupVideoOverlay.classList.remove('reveal'); if(heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); */ }); heroCTAPopupVideoOverlay.addEventListener('click', function() { if(event.target === heroCTAPopupVideoOverlay) { heroCTAPopupVideoXLink.click(); } }); } }); }); })(); // End of heroCTAPopupVideo IIFE </script> <div class="form_target"></div> <div class="hidden form-to-video-wrapper hero-cta "> <button type="button" class="play-btn modal-trigger form-to-video bg-tsunami hero-cta " data-toggle="modal" data-target=".video-content-487806312hubspot-form-674afac0a24fa" data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac0a24fa">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-231x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Unlock Expert Guidance on Today’s CX Challenges & Opportunities </h3> <p class="paragraph text-stingray text-[12px]"> From proving ROI and navigating budget constraints to adopting AI and creating seamless omnichannel experiences, these challenges are shaping the future of customer experience. In this report, discover actionable insights and recommendations from our CX experts to help you overcome these obstacles and drive growth. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0a3cf0" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac0a3cf0" id="video-modal-0 hubspot-form-674afac0a3cf0" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac0a3cf0" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" alt="Cover of CX Trends and Challenges Report" width="810" height="1052"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">Unlock Expert Guidance on Today’s CX Challenges & Opportunities</h3> <div class="more-content"> <p><span>Whether you’re struggling with limited resources, data fragmentation, or evolving customer expectations, this guide offers the expert advice you need to elevate your CX strategy. Download now to discover how to transform these challenges into growth opportunities.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac0a3cf0"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac0a3cf0) { var gatedContentType = 'popupPdf'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check /* if(localStorage.getItem('hasSubmittedForm') === 'true' && (gatedContentType === 'pdf' || gatedContentType === 'popupPdf')) { $form[0].closest('.block-hubspot-form').querySelector('.skeleton-loader').style.display = 'none'; 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} else if (gatedContentType === 'popupPdf') { revealPopupPdf($form); } else if (gatedContentType === 'footerCTAPopupVideo') { revealFooterPopupVideo() } // GTM add event trigger here window.dataLayer = window.dataLayer || [] window.dataLayer.push({ 'event': 'form_submit', 'lastAsset': 'CX Challenges - A CX Expert Perspective Blog Pop Up', 'formSubmittedPage': window.location.href, 'salesforceCampaignID': 'blog post left 2', 'formType': 'gated', 'gatedContentType': gatedContentType }); localStorage.setItem('hasSubmittedForm', 'true'); } function revealGatedContent() { //console.log('content has been revealed'); document.body.classList.remove('gated-lock-screen'); document.documentElement.classList.remove('gated-lock-screen'); } function revealPopupPdf($form) { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.more-content').classList.add('hidden'); setTimeout(() => { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom .header-cta-button').click(); }, 3000); } function revealPopupVideo($form) { $form[0].closest('.block-hubspot-form').querySelector('.play-btn.modal-trigger.form-to-video').click(); $form[0].closest('.block-hubspot-form').querySelector('.form-to-video-wrapper').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').classList.add('to-video'); } function revealFooterPopupVideo() { document.querySelector('.play-btn.modal-trigger.form-to-video.footer-cta').click(); document.querySelector('.form-to-video-wrapper.footer-cta').classList.remove('hidden'); document.querySelector('.hs-form-title.footer-cta').classList.add('hidden'); document.querySelector('.hs-form-sticky-wrap.footer-cta-popup-video .block-hubspot-form').classList.add('to-video'); var submittedMessages = document.querySelectorAll('.submitted-message'); submittedMessages.forEach(function(submittedMessage) { submittedMessage.classList.add('hidden'); }); } function gotoScorecard(data) { var baseURL = ''; var thankYouURLParams = []; thankYouURLParams['first_name'] = data.submissionValues.firstname ? data.submissionValues.firstname : ''; thankYouURLParams['last_name'] = data.submissionValues.lastname ? data.submissionValues.lastname : ''; thankYouURLParams['email'] = data.submissionValues.email ? data.submissionValues.email : ''; thankYouURLParams['phone_number'] = data.submissionValues.phone ? data.submissionValues.phone : '5555555555'; thankYouURLParams = Object.entries(thankYouURLParams); var queryString = thankYouURLParams.map(([key, value]) => `${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&'); var finalThankyouURL = `${baseURL}?${queryString}&suppress_fields`; 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class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">November 18, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">November 18, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Mike Henry</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">11 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0a9075" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac0a9075" id="video-modal-0 hubspot-form-674afac0a9075" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac0a9075" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac0a9075"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac0a9075) { var gatedContentType = 'popupPdf'; 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This improves the customer experience while also giving your team more time to focus on complex customer cases. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded overflow-hidden aspect-video relative"> <img width="1253" height="836" src="https://inmoment.com/wp-content/uploads/2024/11/Experience-Automation.jpg" class="absolute inset-0 object-cover wp-post-image" alt="Handsome mid-adult man picking up his package from an electronic parcel locker using his smart phone." loading="eager" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2024/11/Experience-Automation.jpg 1253w, https://inmoment.com/wp-content/uploads/2024/11/Experience-Automation-300x200.jpg 300w, https://inmoment.com/wp-content/uploads/2024/11/Experience-Automation-1024x683.jpg 1024w, https://inmoment.com/wp-content/uploads/2024/11/Experience-Automation-768x512.jpg 768w" sizes="(max-width: 1253px) 100vw, 1253px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives. </p> <h2 class="wp-block-heading">What is Customer Experience Automation?</h2> <p>Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. This can be done using tools such as AI, <a href="https://inmoment.com/blog/nlp-natural-language-processing/">natural language processing (NLP)</a>, and automated workflows. Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. </p> <h2 class="wp-block-heading">Why is Customer Experience Automation Important?</h2> <p>Customer experience automation is so important because 99% of service professionals at organizations who use it say that it allows them to focus on individual customers. Furthermore, an average of 90% of professionals in an organization investing in AI and automation say that it has helped reduce service costs. </p> <p>Implementing customer experience automation as a regular part of your operations can help you improve business performance by cutting out the time usually needed for routine tasks and reinvesting that time in more complex customer issues, ultimately resulting in a better <a href="https://inmoment.com/blog/customer-experience/">customer experience</a>. </p> <h2 class="wp-block-heading">Benefits of Customer Experience Automation</h2> <p>The benefits of customer experience automation include: </p> <ul class="wp-block-list"> <li>Enhanced efficiency</li> <li>Scalability </li> <li>Improved personalization </li> <li>Data-driven decision making</li> </ul> <h3 class="wp-block-heading">Enhanced Efficiency</h3> <p>Customer experience automation can reduce the workload on customer service teams by automating repetitive tasks. This allows them to focus on complex issues that require a human touch. Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. </p> <h3 class="wp-block-heading">Scalability</h3> <p>Customer experience automation systems can handle high columns of interactions simultaneously. This is useful for organizations managing an expanding customer base as their business grows. In fact, 91% of service professionals at organizations using automation have time to take on new projects due to customer experience automation. </p> <h3 class="wp-block-heading">Improved Personalization </h3> <p>While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true. Over 80% of CRM leaders say that AI and automation make customer communication more personalized. Customer experience automation allows organizations to personalize more interactions based on customer data, creating an experience that is more relevant and memorable to the user. </p> <h3 class="wp-block-heading">Data-Driven Insights</h3> <p>Customer experience automation software can analyze automated interactions to provide insights into common customer preferences, behaviors, and pain points. Organizations that invest in AI and automation report that it has helped them better serve customers. </p> <h2 class="wp-block-heading">The Four Pillars of Customer Experience Automation</h2> <p>The four pillars of customer experience automation, originally developed by Gartner as the four pillars of customer service, represent the most important building blocks of customer experience automation and guide how it can be achieved. The four pillars are: </p> <ol class="wp-block-list"> <li>Orchestration</li> <li>Segmentation</li> <li>Personalization</li> <li>Automation</li> </ol> <h3 class="wp-block-heading">1. Orchestration</h3> <p>The first pillar of customer experience of automation is orchestration. Orchestration refers to creating a cohesive and smooth <a href="https://inmoment.com/blog/customer-journey/">customer journey</a>. You want to ensure that interactions, whether from emails, SMS messages, chatbots, live support, or any other channel, are connected and tested before the user encounters them. </p> <h3 class="wp-block-heading">2. Segmentation</h3> <p>Segmentation in customer experience automation leverages customer data to group customers by behavior, preferences, or demographics. This enables more relevant and targeted communication. </p> <h3 class="wp-block-heading">3. Personalization</h3> <p>Personalized experiences are more than addressing customers by name. Customer experience automation can use customer data to understand purchase history and interests to craft messages that resonate with individual customers. </p> <h3 class="wp-block-heading">4. Automation </h3> <p>The automation pillar of customer experience automation refers to tactically scheduling, triggering, and handling responses based on customer interactions. This allows your brand to keep up with customer expectations 24/7. </p> <h2 class="wp-block-heading">Who Uses Customer Experience Automation</h2> <p>Various teams can use customer experience automation to accomplish different goals. Regardless of where the <a href="https://inmoment.com/blog/cx-teams-in-an-organization/">CX team</a> may live in your organization, there is a place where customer experience automation can improve your performance. Here are some examples of how different teams can use and benefit from customer experience automation:</p> <ul class="wp-block-list"> <li>Marketing teams</li> <li>Sales teams</li> <li>Customer support teams</li> <li>Product teams</li> <li>Operations teams</li> </ul> <h3 class="wp-block-heading">Marketing Teams</h3> <p>By leveraging customer experience automation, marketing teams can deliver highly personalized campaigns, segment audiences, and engage customers with relevant messaging. Setting up automated journeys, such as welcome emails and post-purchase follow-ups, helps increase engagement and build stronger customer relationships. </p> <h3 class="wp-block-heading">Sales Teams</h3> <p>Through automated, data-driven triggers, sales teams can leverage customer experience automation to interact with leads at the right moments. Using customer experience automation tools throughout the sales process, sales teams can nurture leads more effectively and close deals faster. </p> <h3 class="wp-block-heading">Customer Support Teams</h3> <p>Customer experience automation allows frontline customer support teams to automate responses to common inquiries, route tickets to the right agents, and send proactive updates. This reduces response times and allows support teams to focus on complex issues. </p> <h3 class="wp-block-heading">Product Teams</h3> <p>With customer experience automation, product teams can collect <a href="https://inmoment.com/blog/customer-feedback/">customer feedback</a>, analyze customer usage patterns, and identify pain points in real time. This data-driven approach can help product teams make more informed decisions about future product features and communications.</p> <h3 class="wp-block-heading">Operations Teams</h3> <p>Operations teams can use customer experience automation to streamline workflows, automate data collection, and ensure consistent service delivery. From order tracking to post-purchase surveys, customer experience automation tools help operations teams optimize processes and improve efficiency.</p> <h2 class="wp-block-heading">How to Use Customer Experience Automation</h2> <p>Here is a quick overview of how to use customer experience automation to improve the customer journey at your organization: </p> <ol class="wp-block-list"> <li>Map and Examine the Customer Journey</li> <li>Integrate Data</li> <li>Create Segments and Triggers</li> <li>Personalize at Scale</li> <li>Monitor and Optimize</li> </ol> <h3 class="wp-block-heading">1. Map and Examine the Customer Journey</h3> <p>If you haven’t already, you must create a customer journey map with a high-level view of the <a href="https://inmoment.com/blog/end-to-end-customer-experience/">end-to-end customer experience</a>. Once completed, you must identify the touchpoints that can be improved through customer experience automation. These touchpoints could include onboarding, feedback requests, or follow-ups. </p> <h3 class="wp-block-heading">2. Integrate Data</h3> <p>To effectively use customer experience automation tools, you must integrate your customer experience automation platform with your organization’s other systems. This means connecting your customer experience automation platform with CRM systems, marketing automation tools, and any other data sources that provide insights into the customer experience. </p> <h3 class="wp-block-heading">3. Create Segments and Triggers</h3> <p>You can create customer segments based on behaviors, demographics, and other criteria, such as purchase history or engagement level. Customer segments help you organize your customers into meaningful groups for targeted interactions.</p> <p>Then, you will want to create automated triggers for each segment. Triggers prompt automated responses, such as sending a thank you email after a purchase, offering a discount to customers who haven’t engaged recently, or delivering relevant content after someone attends a webinar. Triggers allow you to respond promptly and deliver the right message at the right moment to increase engagement and conversions. </p> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="602" height="602" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/11/Automated-Workflows-1.png" alt="Setting up automated workflows in InMoment's XI platform. " class="wp-image-86193" srcset="https://inmoment.com/wp-content/uploads/2024/11/Automated-Workflows-1.png 602w, https://inmoment.com/wp-content/uploads/2024/11/Automated-Workflows-1-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/11/Automated-Workflows-1-150x150.png 150w" sizes="(max-width: 602px) 100vw, 602px" /></figure></div> <h3 class="wp-block-heading">4. Personalize at Scale</h3> <p>Once you have this in place, you can fully implement your customer experience automation solution. Customer experience automation allows you to provide a high level of personalization for hundreds or thousands of customers simultaneously. At scale, this will improve your overall satisfaction and <a href="https://inmoment.com/blog/customer-loyalty/">customer loyalty</a>. </p> <h3 class="wp-block-heading">5. Monitor and Optimize</h3> <p>Continuously track the performance of customer experience automation strategies to refine and improve customer interactions over time. You can track this by monitoring pre-selected <a href="https://inmoment.com/blog/customer-experience-kpis-metrics/">customer experience metrics</a> to identify trends, understand customer preferences, and detect any drop-offs in the automated journey. </p> <p>This data can be used to refine triggers, update personalization parameters, and adjust your customer segments. For example, if a triggered email isn’t generating clicks, it may need more compelling content or a different call-to-action.</p> <h2 class="wp-block-heading">Customer Experience Automation Examples</h2> <p>Here are some industry-specific examples of customer experience automation: </p> <ul class="wp-block-list"> <li><strong>E-commerce</strong>: Automated cart abandonment emails that include a personalized discount, encouraging customers to complete their purchases.</li> <li><strong>Financial Services: </strong>Proactive notifications alert customers to unusual account activity or personalized tips to improve financial wellness.</li> <li><strong>Healthcare:</strong> Automated appointment reminders or follow-up messages post-visit, ensuring patients feel cared for and valued.</li> <li><strong>Hospitality: </strong>Sending personalized booking confirmations and pre-arrival checklists for a smoother <a href="https://inmoment.com/blog/guest-experience/">guest experience</a>.</li> </ul> <p>While these examples provide a high-level overview of customer experience automation use cases, it is also important to showcase in-depth examples of organizations using customer experience automation to improve their business. </p> <h3 class="wp-block-heading">Jack in the Box</h3> <p><a href="https://inmoment.com/customer-stories/jack-in-the-box-elevates-digital-strategy-with-advanced-ai-accelerating-business-decision-making/">Jack in the Box</a> struggled to provide personalized customer experiences and solicit accurate guest feedback. After choosing InMoment as their customer experience management solution, they were able to leverage InMoment AI and the XI Platform to automate feedback and pinpoint trends for business decisions, expedite insights across regions, and realize systemwide sales growth. </p> <h2 class="wp-block-heading">Customer Experience Automation Tools</h2> <p>While many organizations provide customer experience automation tools, some of the most popular are: </p> <p>1. InMoment</p> <p>2. HubSpot</p> <p>3. Salesforce</p> <p>4. Zendesk</p> <p>5. Adobe Experience Cloud</p> <h3 class="wp-block-heading">1. InMoment</h3> <figure class="wp-block-image size-full"><img decoding="async" width="170" height="34" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/02/InMoment_Logo-1.png" alt="" class="wp-image-73092"/></figure> <div style="height:20px" aria-hidden="true" class="wp-block-spacer"></div> <p><a href="https://inmoment.com/">InMoment’s</a> customer experience automation tools are led by award-winning AI that helps organizations handle repetitive tasks, predict customer intent, and generate actionable insights. Advanced analytics features, like sentiment analysis and feedback segmentation, allow brands to uncover deep insights and make impactful, real-time improvements. With intuitive integrations and customizable reporting, this solution is ideal for enterprise organizations looking to improve the customer experience while linking CX efforts to revenue growth. </p> <h3 class="wp-block-heading">2. HubSpot</h3> <figure class="wp-block-image size-full is-resized"><img decoding="async" width="1024" height="297" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/11/HubSpot_Logo.png" alt="" class="wp-image-86224" style="width:155px;height:auto" srcset="https://inmoment.com/wp-content/uploads/2024/11/HubSpot_Logo.png 1024w, https://inmoment.com/wp-content/uploads/2024/11/HubSpot_Logo-300x87.png 300w, https://inmoment.com/wp-content/uploads/2024/11/HubSpot_Logo-768x223.png 768w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure> <div style="height:20px" aria-hidden="true" class="wp-block-spacer"></div> <p><a href="https://www.hubspot.com/" target="_blank" rel="noreferrer noopener nofollow">HubSpot’s</a> customer experience automation solution is directed at frontline customer service teams that want to provide support on multiple channels. HubSpot offers automated workflows and personalized email marketing, which are ideal for engaging customers at every stage of the journey. While HubSpot is effective for smaller to mid-sized businesses aiming to build brand loyalty, its customer experience automation capabilities may require additional customization for large-scale enterprise needs.</p> <h3 class="wp-block-heading">3. Salesforce</h3> <figure class="wp-block-image size-large is-resized"><img decoding="async" width="1024" height="717" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/11/Salesforce.com_logo.svg-1024x717.png" alt="" class="wp-image-86230" style="width:153px;height:auto" srcset="https://inmoment.com/wp-content/uploads/2024/11/Salesforce.com_logo.svg-1024x717.png 1024w, https://inmoment.com/wp-content/uploads/2024/11/Salesforce.com_logo.svg-300x210.png 300w, https://inmoment.com/wp-content/uploads/2024/11/Salesforce.com_logo.svg-768x538.png 768w, https://inmoment.com/wp-content/uploads/2024/11/Salesforce.com_logo.svg.png 1200w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure> <div style="height:20px" aria-hidden="true" class="wp-block-spacer"></div> <p>The <a href="https://www.salesforce.com/" target="_blank" rel="noreferrer noopener nofollow">Salesforce</a> CRM platform uses customer experience automation to deliver personalized customer experiences and support quality service at scale. With a vast range of integrations and robust data management features, Salesforce is a solid choice for larger organizations seeking an all-encompassing approach to customer experience. However, the platform’s complex setup and maintenance can demand significant resources, especially for companies new to customer experience automation.</p> <h3 class="wp-block-heading">4. Zendesk</h3> <figure class="wp-block-image size-large is-resized"><img decoding="async" width="1024" height="731" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/11/Zendesk_logo.svg-1024x731.png" alt="" class="wp-image-86237" style="width:146px;height:auto" srcset="https://inmoment.com/wp-content/uploads/2024/11/Zendesk_logo.svg-1024x731.png 1024w, https://inmoment.com/wp-content/uploads/2024/11/Zendesk_logo.svg-300x214.png 300w, https://inmoment.com/wp-content/uploads/2024/11/Zendesk_logo.svg-768x548.png 768w, https://inmoment.com/wp-content/uploads/2024/11/Zendesk_logo.svg-1536x1096.png 1536w, https://inmoment.com/wp-content/uploads/2024/11/Zendesk_logo.svg-2048x1462.png 2048w, https://inmoment.com/wp-content/uploads/2024/11/Zendesk_logo.svg-1513x1080.png 1513w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure> <div style="height:20px" aria-hidden="true" class="wp-block-spacer"></div> <p><a href="https://www.zendesk.com/" target="_blank" rel="noreferrer noopener nofollow">Zendesk</a> excels in customer support automation, providing tools like chatbots, ticket routing, and knowledge bases that streamline responses and improve efficiency. It’s particularly strong in service automation, making it a top choice for businesses prioritizing fast and effective support. While Zendesk is highly valuable for customer support, its customer experience automation capabilities focus more on service interactions than a complete customer journey across marketing and sales.</p> <h3 class="wp-block-heading">5. Adobe Experience Cloud</h3> <figure class="wp-block-image size-full is-resized"><img decoding="async" width="768" height="208" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/11/Adobe-Experience-Cloud-logo-e1731000526284.png" alt="Adobe Experience Cloud logo" class="wp-image-86243" style="width:259px;height:auto" srcset="https://inmoment.com/wp-content/uploads/2024/11/Adobe-Experience-Cloud-logo-e1731000526284.png 768w, https://inmoment.com/wp-content/uploads/2024/11/Adobe-Experience-Cloud-logo-e1731000526284-300x81.png 300w" sizes="(max-width: 768px) 100vw, 768px" /></figure> <div style="height:19px" aria-hidden="true" class="wp-block-spacer"></div> <p><a href="https://business.adobe.com/" target="_blank" rel="noreferrer noopener nofollow">Adobe Experience Cloud</a> offers a robust suite of tools for large enterprises aiming to personalize and orchestrate experiences at scale. With powerful analytics, real-time data integration, and content customization options, Adobe is ideal for brands leveraging data to drive engagement. However, Adobe’s features can require advanced technical expertise, and the platform is best suited for larger organizations with dedicated resources for setup and maintenance.</p> <h2 class="wp-block-heading">Customer Experience Automation Features to Look For</h2> <p>The performance of a customer experience automation platform will vary depending on your industry and the use cases of customer experience automation in your organization. Regardless, here are some of the most important features to look for in customer experience automation software. </p> <ul class="wp-block-list"> <li>Integrations</li> <li>Call Transcriptions</li> <li>Customer Sentiment Tracking</li> <li>Employee Coaching </li> <li>Triggered Surveys</li> <li>Automated Alerts </li> </ul> <h3 class="wp-block-heading">Integrations</h3> <p>When evaluating a customer experience automation platform, look for a platform that can easily integrate with your existing tech stack. Ensuring that your customer experience automation platform is compatible with CRM systems, marketing automation, and data platforms will ensure a seamless data flow between tools that give teams a unified view of the customer experience. This also makes it easier to automate processes across platforms. </p> <p>InMoment’s <a href="https://inmoment.com/cx-integrations/">CX integrations</a> ensure that your team doesn’t miss a beat by letting you connect your CX data with your CRM, marketing, call center, internal collaboration tools, and more to ensure you can collaborate and amplify your CX success across your organization. </p> <figure class="wp-block-image size-large"><img decoding="async" width="1024" height="277" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-1024x277.png" alt="Data sources from different integrations being combined to provide a better customer experience." class="wp-image-84797" srcset="https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-1024x277.png 1024w, https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-300x81.png 300w, https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-768x208.png 768w, https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX.png 1269w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure> <h3 class="wp-block-heading">Call Transcriptions</h3> <p>Call transcriptions are an important part of customer experience automation platforms. Call transcription features automatically convert a spoken conversation into text, which makes it easier to analyze customer interactions and track issues. Transcriptions also help with compliance, training, and quality assurance by allowing teams to review past conversations and see insights that can influence future customer service. </p> <p>InMoment’s <a href="https://inmoment.com/conversation-analytics-software/">conversation analytics software</a> saves teams up to three minutes per call by automatically documenting agent notes, generating call summaries, and more to clarify actions to be taken after spoken conversations. </p> <div class="wp-block-image"> <figure class="aligncenter size-large is-resized"><img decoding="async" width="1024" height="1024" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/11/Generate-Conversation-Summary@2x-1024x1024.png" alt="InMoment's conversation analytics software generating a conversation summary after a call. " class="wp-image-86199" style="width:700px;height:auto" srcset="https://inmoment.com/wp-content/uploads/2024/11/Generate-Conversation-Summary@2x-1024x1024.png 1024w, https://inmoment.com/wp-content/uploads/2024/11/Generate-Conversation-Summary@2x-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/11/Generate-Conversation-Summary@2x-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/11/Generate-Conversation-Summary@2x-768x768.png 768w, https://inmoment.com/wp-content/uploads/2024/11/Generate-Conversation-Summary@2x-1080x1080.png 1080w, https://inmoment.com/wp-content/uploads/2024/11/Generate-Conversation-Summary@2x.png 1200w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure></div> <h3 class="wp-block-heading">Customer Sentiment Tracking</h3> <p>Customer sentiment tracking uses AI to analyze customer emotions and tones. By identifying positive, neutral, or negative sentiments, customer experience automation tools can help your organization respond appropriately and prioritize interactions that may need immediate attention. </p> <p>InMoment’s XI Platform lets you quickly prioritize the most important actions from your unstructured data with real-time <a href="https://inmoment.com/blog/customer-sentiment/">customer sentiment</a> measures. This ensures that your most important customer issues are resolved first, helping you identify common sentiment themes or trends within your customer feedback. </p> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="601" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Sentiment-Analysis.png" alt="A sentiment analysis dashboard categorizing trending keywords by sentiment." class="wp-image-84822" srcset="https://inmoment.com/wp-content/uploads/2024/10/Sentiment-Analysis.png 601w, https://inmoment.com/wp-content/uploads/2024/10/Sentiment-Analysis-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Sentiment-Analysis-150x150.png 150w" sizes="(max-width: 601px) 100vw, 601px" /></figure></div> <h3 class="wp-block-heading">Employee Coaching</h3> <p>Customer experience automation tools can also help improve employee coaching capabilities by providing feedback and training based on past performance. These tools can analyze customer response patterns and highlight areas for improvement, such as communication skills, adherence to company best practices, and more. </p> <p>InMoment lets your managers coach employees with smart recommendations based on customer data. With customized, role-based action plans, managers in your organization can effectively drive improvements.</p> <figure class="wp-block-image size-large"><img decoding="async" width="1024" height="1024" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Smart-Action-Planning-1024x1024.png" alt="Smart employee action planning in InMoment's XI Platform. " class="wp-image-86024" srcset="https://inmoment.com/wp-content/uploads/2024/10/Smart-Action-Planning-1024x1024.png 1024w, https://inmoment.com/wp-content/uploads/2024/10/Smart-Action-Planning-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Smart-Action-Planning-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/10/Smart-Action-Planning-768x769.png 768w, https://inmoment.com/wp-content/uploads/2024/10/Smart-Action-Planning-1079x1080.png 1079w, https://inmoment.com/wp-content/uploads/2024/10/Smart-Action-Planning.png 1200w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure> <h3 class="wp-block-heading">Triggered Surveys</h3> <p>Triggered surveys are one of the best examples of customer experience automation. Triggered surveys are sent automatically based on specific customer actions such as completing a purchase or ending a support call. These targeted surveys help brands gather timely customer feedback at critical touch points. </p> <p>With InMoment’s XI Platform, you can automate event-based workflows that allow you to respond to customer actions as they happen. These workflows can be tailored to specific triggers, such as a recent purchase, a support ticket resolution, or a recently attended event. </p> <h3 class="wp-block-heading">Automated Alerts</h3> <p>Automated alerts notify teams of important events or issues as they happen, such as a high-value customer showing signs of <a href="https://inmoment.com/blog/customer-churn/">customer churn</a>. These alerts help teams respond proactively to minimize negative customer experiences and improve customer retention. </p> <p>InMoment’s XI Platform acts as an always-on analyst by scanning our data and providing you with alerts on any patterns, trends, or anomalies that occur. With this information, you can act quickly on important information related to your customers, products, or services. </p> <div class="wp-block-image"> <figure class="aligncenter size-large is-resized"><img decoding="async" width="1024" height="1024" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/11/AI-Automate-Action-1024x1024.png" alt="Customer experience automation powered by AI in InMoment's XI Platform. " class="wp-image-86206" style="width:676px;height:auto" srcset="https://inmoment.com/wp-content/uploads/2024/11/AI-Automate-Action-1024x1024.png 1024w, https://inmoment.com/wp-content/uploads/2024/11/AI-Automate-Action-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/11/AI-Automate-Action-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/11/AI-Automate-Action-768x769.png 768w, https://inmoment.com/wp-content/uploads/2024/11/AI-Automate-Action-1079x1080.png 1079w, https://inmoment.com/wp-content/uploads/2024/11/AI-Automate-Action.png 1200w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure></div> <h2 class="wp-block-heading">Set Up Customer Experience Automation With InMoment</h2> <p>InMoment has been recognized as a leader in customer experience automation. Organizations that partner with InMomet realize ROI on their CX investments twice as fast as they would with competitors. To see how the InMoment platform can improve your organization, schedule a <a href="https://inmoment.com/demo/">demo</a> today!</p> <section id="block_1f5c017e2592785e201a090d663b67bc" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">References <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p><span style="font-weight: 400;">Salesforce. The Sixth Edition State of Service Report. (</span><i><span style="font-weight: 400;">https://www.salesforce.com/resources/research-reports/state-of-service/</span></i><span style="font-weight: 400;">). Accessed 10/29/2024. </span></p> <p><span style="font-weight: 400;">HubSpot. 2024 Annual State of Service Trends Report. (</span><i><span style="font-weight: 400;">https://offers.hubspot.com/state-of-customer-service</span></i><span style="font-weight: 400;">). Accessed 10/29/2024. </span></p> </details></section> <div class="author-section mt-100px"> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=How%20Customer%20Experience%20Automation%20Can%20Improve%20Business%20Performance&url=https%3A%2F%2Finmoment.com%2Fblog%2Fcustomer-experience-automation%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-91221 desc-linkedin-91221" role="img"> <title id="title-linkedin-91221"> LinkedIn </title> <desc id="desc-linkedin-91221"> Share on LinkedIn </desc> <use xlink:href="#linkedin-square"></use> </svg> <span class="screen-reader-text">Share on LinkedIn</span> </a> </li> <li class="social-icon"> <a 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3.8125H4.0625C4.36719 3.8125 4.625 4.07031 4.625 4.375V5.5C4.625 5.82812 4.36719 6.0625 4.0625 6.0625H2.9375C2.60938 6.0625 2.375 5.82812 2.375 5.5V4.375ZM3.875 5.3125V4.5625H3.125V5.3125H3.875ZM13.625 4.5625C13.8125 4.5625 14 4.75 14 4.9375C14 5.14844 13.8125 5.3125 13.625 5.3125H6.125C5.91406 5.3125 5.75 5.14844 5.75 4.9375C5.75 4.75 5.91406 4.5625 6.125 4.5625H13.625ZM13.625 8.3125C13.8125 8.3125 14 8.5 14 8.6875C14 8.89844 13.8125 9.0625 13.625 9.0625H6.125C5.91406 9.0625 5.75 8.89844 5.75 8.6875C5.75 8.5 5.91406 8.3125 6.125 8.3125H13.625ZM13.625 12.0625C13.8125 12.0625 14 12.25 14 12.4375C14 12.6484 13.8125 12.8125 13.625 12.8125H6.125C5.91406 12.8125 5.75 12.6484 5.75 12.4375C5.75 12.25 5.91406 12.0625 6.125 12.0625H13.625ZM4.0625 7.5625C4.36719 7.5625 4.625 7.82031 4.625 8.125V9.25C4.625 9.57812 4.36719 9.8125 4.0625 9.8125H2.9375C2.60938 9.8125 2.375 9.57812 2.375 9.25V8.125C2.375 7.82031 2.60938 7.5625 2.9375 7.5625H4.0625ZM3.125 8.3125V9.0625H3.875V8.3125H3.125ZM2.375 11.875C2.375 11.5703 2.60938 11.3125 2.9375 11.3125H4.0625C4.36719 11.3125 4.625 11.5703 4.625 11.875V13C4.625 13.3281 4.36719 13.5625 4.0625 13.5625H2.9375C2.60938 13.5625 2.375 13.3281 2.375 13V11.875ZM3.875 12.8125V12.0625H3.125V12.8125H3.875Z" fill="#001D30" /> </svg> <span class="uppercase text-hammerhead text-[10px] font-semibold ">In this Post</span> </h4> <b> <div class="table-of-contents ml-6"><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-is-customer-experience-automation" data-target="what-is-customer-experience-automation">What is Customer Experience Automation?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#why-is-customer-experience-automation-important" data-target="why-is-customer-experience-automation-important">Why is Customer Experience Automation Important?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#benefits-of-customer-experience-automation" data-target="benefits-of-customer-experience-automation">Benefits of Customer Experience Automation</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#the-four-pillars-of-customer-experience-automation" data-target="the-four-pillars-of-customer-experience-automation">The Four Pillars of Customer Experience Automation</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#who-uses-customer-experience-automation" data-target="who-uses-customer-experience-automation">Who Uses Customer Experience Automation</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-use-customer-experience-automation" data-target="how-to-use-customer-experience-automation">How to Use Customer Experience Automation</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#customer-experience-automation-examples" data-target="customer-experience-automation-examples">Customer Experience Automation Examples</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#customer-experience-automation-tools" data-target="customer-experience-automation-tools">Customer Experience Automation Tools</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#customer-experience-automation-features-to-look-for" data-target="customer-experience-automation-features-to-look-for">Customer Experience Automation Features to Look For</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#set-up-customer-experience-automation-with-inmoment" data-target="set-up-customer-experience-automation-with-inmoment">Set Up Customer Experience Automation With InMoment</a></div> </b> </div> <div class="row-start-5 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-1"> <section id="conditional-block_0fc61edea00ce4c3fc9af8fdc3ccea7b" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/05/improve-image-07-300x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Watch the Video – Get More Out of Your CX Program </h3> <p class="paragraph text-stingray text-[12px]"> Watch this demo video to see how InMoment’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0b5a28" class="block-hubspot-form hs-form-outer hs-form-zifc-hide " data-chili="" data-form-id="a1033607-ecb4-4b56-9f65-62488994b393" >  <div class=" modal fade modal-video video-content-487806312hubspot-form-674afac0b5a28" id="video-modal-487806312 hubspot-form-674afac0b5a28" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-487806312hubspot-form-674afac0b5a28" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="Customer Feedback video" src="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac0b5a28" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title hero-cta ">Get More Out of Your CX Program</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac0b5a28"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac0b5a28) { var gatedContentType = 'heroCTAPopupVideo'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { timeoutTime = parseInt(timeoutTime * 1000); setTimeout(() => { document.body.classList.add('gated-lock-screen'); document.documentElement.classList.add('gated-lock-screen'); }, timeoutTime); } } // Init ZI FC $form.attr('data-zifc', 'true'); if (!$form[0].closest('.block-hubspot-form').classList.contains('hs-form-zifc-hide')) document.getElementById('loading-indicator-hubspot-form-674afac0b5a28').style.display = 'none'; setTimeout(() => { document.getElementById('loading-indicator-hubspot-form-674afac0b5a28').style.display = 'none'; }, 5000); // Init onEmailChange fn if ZIFC enabled onEmailChange($form); // inject custom field values into Hubspot hidden input names var formIDLastAssetData = formIDLastAssetData || []; formIDLastAssetData.push({ id: 'hubspot-form-674afac0b5a28', last_asset: 'Customer Experience - Demo Video sidebar-left-2' }); var input = $form[0].querySelector('input[name="last_asset"]'); //lastAssetInputs.forEach(input => { if(input.closest('.block-hubspot-form')) { var formId = input.closest('.block-hubspot-form').id; var formData = formIDLastAssetData.find(item => item.id === formId); if (formData) { input.value = formData.last_asset; input.dispatchEvent(new Event('input', { bubbles: true })); console.log(formData.last_asset); } } //}); // if (document.querySelector('input[name="last_asset"]')) { // document.querySelector('input[name="last_asset"]').value = '<//?php echo $last_asset; ?>'; // document.querySelector('input[name="last_asset"]').dispatchEvent(new Event('input', { // bubbles: true // })); // } } // After button clicked, but before data is sent function onBeforeFormSubmitFunction($form) { const submitButton = $form.find('input[type="submit"]').get(0); if (submitButton) { submitButton.classList.add('submit-loading'); submitButton.value = "Loading..."; submitButton.disabled = true; } } // Next few functions fire only if ZI enabled function onEmailChange($form) { const emailInput = document.querySelector('input[name="email"]'); if (emailInput && !emailInput.hasListenersAttached) { ['input', 'change'].forEach(eventType => { emailInput.addEventListener(eventType, handleInputChange.bind(null, $form, emailInput)); }); emailInput.hasListenersAttached = true; } } function handleInputChange($form, emailInput) { //console.log('Email input event triggered:', emailInput.value); if ($form.attr('data-zifc') === 'true' && typeof window._zi_fc !== 'undefined') { handleZoomInfoMatch($form, emailInput); } } function handleZoomInfoMatch($form, emailInput) { validateEmailWithDelay(emailInput); } function validateEmailWithDelay(emailInput) { var form = emailInput.closest('form'); var submitButton = form.querySelector('input[type="submit"]'); function disableSubmit() { //console.log('Disable Submit'); submitButton.classList.add('disabled'); submitButton.disabled = true; } function enableSubmit() { //console.log('Enable Submit'); submitButton.classList.remove('disabled'); submitButton.disabled = false; } setTimeout(() => { const neverBounceStatus = emailInput.getAttribute('data-zi-neverbounce-status'); //console.log(neverBounceStatus); if (neverBounceStatus === 'valid') { //console.log('The email input has data-zi-neverbounce set to valid.'); // Handle valid email status if needed } else if (neverBounceStatus === 'invalid') { disableSubmit(); } else if (neverBounceStatus === 'disposable') { disableSubmit(); } else { enableSubmit(); } }, 500); } 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heroCTAPopupVideoXLink.click(); } heroCTAPopupVideoFormWrap.querySelector('.block-hubspot-form').classList.remove('to-video'); /* heroCTAPopupVideoFormWrap.classList.add('hidden'); heroCTAPopupVideoOverlay.classList.remove('reveal'); if(heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); */ }); heroCTAPopupVideoOverlay.addEventListener('click', function() { if(event.target === heroCTAPopupVideoOverlay) { heroCTAPopupVideoXLink.click(); } }); } }); }); })(); // End of heroCTAPopupVideo IIFE </script> <div class="form_target"></div> <div class="hidden form-to-video-wrapper hero-cta "> <button type="button" class="play-btn modal-trigger form-to-video bg-tsunami hero-cta " data-toggle="modal" data-target=".video-content-487806312hubspot-form-674afac0b5a28" data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac0b5a28">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-231x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Unlock Expert Guidance on Today’s CX Challenges & Opportunities </h3> <p class="paragraph text-stingray text-[12px]"> From proving ROI and navigating budget constraints to adopting AI and creating seamless omnichannel experiences, these challenges are shaping the future of customer experience. In this report, discover actionable insights and recommendations from our CX experts to help you overcome these obstacles and drive growth. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0b7710" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac0b7710" id="video-modal-0 hubspot-form-674afac0b7710" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac0b7710" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" alt="Cover of CX Trends and Challenges Report" width="810" height="1052"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">Unlock Expert Guidance on Today’s CX Challenges & Opportunities</h3> <div class="more-content"> <p><span>Whether you’re struggling with limited resources, data fragmentation, or evolving customer expectations, this guide offers the expert advice you need to elevate your CX strategy. 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//console.log(neverBounceStatus); if (neverBounceStatus === 'valid') { //console.log('The email input has data-zi-neverbounce set to valid.'); // Handle valid email status if needed } else if (neverBounceStatus === 'invalid') { disableSubmit(); } else if (neverBounceStatus === 'disposable') { disableSubmit(); } else { enableSubmit(); } }, 500); } window.addEventListener('message', function(event) { if (event.data.type === 'hsFormCallback' && event.data.eventName === 'onFormReady') { onEmailChange( /* Pass your form here if needed */ ); } }); function onFormSubmitFunction($form) { //console.log('onFormSubmit function'); // if ($form.attr('id') === 'hsForm_eeb21f07-484d-4ffd-8806-75f849ba732e') { // //console.log("eeb21f07-484d-4ffd-8806-75f849ba732e form submit function"); // } } function onFormSuccessFunction($form, data) { if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { revealGatedContent(); } } else if (gatedContentType === 'popupVideo' || gatedContentType === 'heroCTAPopupVideo') { revealPopupVideo($form); 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If it doesn’t, click on the download button.</p> <a class="header-cta-button button inline-block px-8 py-4 mb-4 bg-tsunami" href="https://inmoment.com/wp-content/uploads/2024/11/CX-Challenges-A-CX-Expert-Perspective.pdf" target="_blank"><span class="order-2">Download Now</span><span class="item-icon order-3 right-icon"><svg xmlns="http://www.w3.org/2000/svg" width="1em" height="1em" viewBox="0 0 512 512"><path d="M288 32c0-17.7-14.3-32-32-32s-32 14.3-32 32V274.7l-73.4-73.4c-12.5-12.5-32.8-12.5-45.3 0s-12.5 32.8 0 45.3l128 128c12.5 12.5 32.8 12.5 45.3 0l128-128c12.5-12.5 12.5-32.8 0-45.3s-32.8-12.5-45.3 0L288 274.7V32zM64 352c-35.3 0-64 28.7-64 64v32c0 35.3 28.7 64 64 64H448c35.3 0 64-28.7 64-64V416c0-35.3-28.7-64-64-64H346.5l-45.3 45.3c-25 25-65.5 25-90.5 0L165.5 352H64zm368 56a24 24 0 1 1 0 48 24 24 0 1 1 0-48z"/></svg></span></a> <p class="text-sm stingray exit-this-form cursor-pointer">Exit this form</p> </div> </div></div> </div> </div> </section> </div> </div> </div> <div class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">November 7, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">November 7, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Mike Henry</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">12 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0bc053" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac0bc053" id="video-modal-0 hubspot-form-674afac0bc053" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac0bc053" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac0bc053"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac0bc053) { var gatedContentType = 'popupPdf'; 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With advanced AI, it enables an interactive approach to gathering more detailed customer feedback beyond the standard response of good, bad, or okay. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded overflow-hidden aspect-video relative"> <img width="1280" height="899" src="https://inmoment.com/wp-content/uploads/2022/07/SurveyDesign.jpg" class="absolute inset-0 object-cover wp-post-image" alt="Survey Design" loading="eager" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2022/07/SurveyDesign.jpg 1280w, https://inmoment.com/wp-content/uploads/2022/07/SurveyDesign-300x211.jpg 300w, https://inmoment.com/wp-content/uploads/2022/07/SurveyDesign-1024x719.jpg 1024w, https://inmoment.com/wp-content/uploads/2022/07/SurveyDesign-768x539.jpg 768w" sizes="(max-width: 1280px) 100vw, 1280px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>Conversational surveys are revolutionizing how businesses gather customer feedback by creating engaging, personalized interactions that resonate with all age groups, from Gen Z to Gen X. These dynamic surveys adapt their follow-up questions based on responses, enhancing engagement and encouraging more comprehensive survey participation. </p> <p>This innovative approach not only <a href="https://inmoment.com/blog/improve-customer-experience/">improves customer experience</a> but also yields richer, actionable insights that empower businesses to refine their strategies. Discover how Conversational AI can transform your customer feedback process and help your business thrive.</p> <h2 class="wp-block-heading">What are Conversational Surveys?</h2> <p>Conversational surveys represent a modern approach to collecting customer feedback, transforming the experience from a static questionnaire into a dynamic conversation. These surveys use Conversational AI to mimic natural human dialogue, making the feedback process more interactive and engaging for respondents.</p> <figure class="wp-block-image size-full"><img decoding="async" width="800" height="450" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/09/Zero_Call_Resolution_Active_Listening.gif" alt="InMoment survey utilizing Active Listening to get more actionable customer feedback" class="wp-image-84400"/></figure> <p></p> <section id="section-block_96aebc5d754c83ce85fdff17b35f984f" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>With InMoment’s customer feedback software, respondents are <strong>2.4x times</strong> more likely to leave actionable verbatim feedback. A higher engagement level can help you find areas where improvements will greatly impact CX. As a result, businesses can see a quicker <a href="https://inmoment.com/blog/customer-experience-roi/">ROI on customer experience</a>.</p> </div> </div> </section> <h3 class="wp-block-heading">How Do Conversational Surveys Differ from Traditional Surveys?</h3> <p>Traditional surveys typically follow a rigid format. Respondents must go through a set order of questions, regardless of their responses. This impersonal approach can lead to high drop-off rates and often results in incomplete or superficial responses. </p> <p>In contrast, conversational surveys are designed to feel more like a two-way interaction. Using chat interfaces or conversational AI, these surveys adjust their questions based on the respondent’s previous answers. </p> <p>This creates a more personalized and engaging experience. Conversational surveys encourage respondents to provide more detailed feedback. They also make the process feel more natural and less stressful.</p> <p>Our conversational AI helps respondents <strong>24% more likely</strong> to share valuable insights into their intentions. This opens more pre-emptive opportunities for engagement. By fostering a natural, open dialogue, it enables businesses to anticipate customer needs and respond proactively, strengthening connections and driving impactful customer interactions.</p> <h2 class="wp-block-heading">How are Conversational Surveys Beneficial for Businesses?</h2> <p>Conversational surveys offer several key benefits for businesses looking to elevate their customer experience:</p> <ul class="wp-block-list"> <li><strong>Higher-Quality Feedback Collection:</strong> Conversational surveys talk to customers in a more natural way. This approach can collect up to <strong><em>5x more actionable data</em></strong> compared to traditional methods. The flexibility of these surveys allows them to dive deeper into <a href="https://inmoment.com/blog/customer-sentiment/">customer sentiments</a> and uncover valuable insights that might otherwise be missed.</li> <li><strong>Faster Issue Resolution:</strong> With features like InMoment’s Rapid Resolution Engine, conversational surveys can identify and address customer issues in real-time, often before they escalate. This proactive approach not only enhances customer satisfaction but also reduces the volume of inquiries reaching your support team.</li> <li><strong>Enhanced Customer Experience and Satisfaction:</strong> By offering a more personalized and engaging feedback process, conversational surveys help foster stronger connections with customers. This, in turn, boosts loyalty and encourages repeat business.</li> <li><strong>Lower Support Costs: </strong>Channel deflection through conversational surveys means fewer issues escalate to costly customer service interactions. This efficiency translates to significant cost savings for businesses.</li> </ul> <section id="section-block_96aebc5d754c83ce85fdff17b35f984f" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>Our conversational survey has proven highly beneficial for our clients, with respondents leaving <strong>70% more words</strong> in their feedback. Additionally, feedback related to customer effort <strong>increased by 17%</strong>. This gives your team a clear view of friction points along the customer journey. These added details provide richer insights, empowering your teams to take more personalized and impactful actions that truly resonate with customers.</p> </div> </div> </section> <h2 class="wp-block-heading">How Do Conversational Surveys Work?</h2> <p>Conversational surveys work by utilizing advanced AI technologies to create a more interactive and responsive feedback experience. Tools like InMoment’s Active Listening AI engage with respondents in real time, prompting them with follow-up questions based on their initial answers. This approach not only keeps the conversation going but also ensures that the feedback gathered is detailed and contextually rich.</p> <p>As customers provide feedback, the Rapid Resolution Engine analyzes their responses and identifies any underlying issues. It then offers immediate solutions, such as a helpful tutorial or video, directly within the survey. This seamless integration of feedback collection and problem-solving helps businesses elevate customer experience by addressing concerns before they become larger issues. Learn how the features of <a href="https://inmoment.com/blog/active-listening-for-feedback-collection/">Active Listening and Rapid Response</a> can elevate the customer experience.</p> <figure class="wp-block-image size-full"><img decoding="async" width="601" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/09/Survey-Response.png" alt="Conversational survey " class="wp-image-84019" srcset="https://inmoment.com/wp-content/uploads/2024/09/Survey-Response.png 601w, https://inmoment.com/wp-content/uploads/2024/09/Survey-Response-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/09/Survey-Response-150x150.png 150w" sizes="(max-width: 601px) 100vw, 601px" /></figure> <h3 class="wp-block-heading">Examples of Conversational Surveys</h3> <p>Conversational surveys can take many forms, depending on the context in which they are used. For example:</p> <ul class="wp-block-list"> <li><strong>Chat Surveys:</strong> These surveys use a chat interface to interact with customers. They might appear in the survey question itself, as a chat window on a website, or within an app, where the customer can provide feedback in a conversational style.</li> <li><strong>SMS Surveys:</strong> Similar to chat surveys, SMS surveys engage customers through text messages, asking questions, and collecting responses in real-time.</li> <li><strong>In-App Feedback:</strong> Embedded within mobile apps, these surveys can pop up at key moments in the customer journey, such as after completing a purchase or using a new feature, to gather immediate feedback.</li> </ul> <h2 class="wp-block-heading">How to Analyze Data from Conversational AI Surveys?</h2> <p>Conversational surveys are a powerful tool for gathering richer, more insightful <a href="https://inmoment.com/blog/customer-feedback/">customer feedback</a>. Here are a few key steps to analyze conversational survey data effectively to enable your business to drive meaningful improvements in customer experience:</p> <ol class="wp-block-list"> <li><strong>Organize and Structure Responses</strong>: Start by categorizing responses based on topics, sentiments, and themes. Use <a href="https://inmoment.com/blog/nlp-natural-language-processing/">natural language processing</a> (NLP) tools or text analysis software to automate some of this categorization, grouping feedback by intent, emotion, or keywords.</li> <li><strong>Sentiment Analysis</strong>: Apply sentiment analysis to determine the tone (positive, negative, or neutral) of responses. This step can help identify areas where customers are either satisfied or frustrated, allowing teams to prioritize areas for improvement.</li> <li><strong>Thematic Analysis</strong>: Identify recurring themes, such as product features, service issues, or general experience. Text analytics can cluster feedback into topics, providing an overview of common areas customers mention. With conversational surveys, this might include tracking how often intent-driven words or phrases appear.</li> <li><strong>Intent Analysis</strong>: Intent analysis goes beyond sentiment by identifying the purpose behind responses. For instance, customers may express a desire to buy, get support, or provide feedback. Recognizing these intents helps businesses identify pre-emptive engagement opportunities.</li> <li><strong>Generate Actionable Insights</strong>: Use dashboards and reporting tools to transform raw data into visual summaries, allowing CX teams to quickly identify actionable insights. Regular reports that highlight emerging trends or urgent issues keep stakeholders informed and aligned.</li> </ol> <p>However, with a surge of detailed responses, CX managers and teams face the challenge of efficiently analyzing it all. Depending on the volume, it can take weeks or even months to sift through feedback, delaying critical improvements that enhance customer satisfaction and demonstrate ROI. This bottleneck can slow your team’s ability to deliver impactful results, affecting overall business outcomes.</p> <section id="section-block_96aebc5d754c83ce85fdff17b35f984f" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>Empower your CX team to focus on implementing impactful strategies instead of getting bogged down in time-consuming analysis. That’s where InMoment’s text analytics solutions come in. With our advanced software, you can uncover rich insights in minutes rather than weeks. Our text analytics models identify <strong>54% more topics</strong>, enabling your team to discover improvement opportunities with remarkable scale and precision.</p> </div> </div> </section> <h2 class="wp-block-heading">How to select the right conversation survey solution?</h2> <p>Choosing the right conversational survey solution involves several key considerations:</p> <ul class="wp-block-list"> <li><strong>Customization:</strong> Ensure the solution allows you to tailor surveys to reflect your brand’s voice and meet the specific needs of your audience.</li> <li><strong>Integration:</strong> The solution should easily integrate with your existing platforms, such as CRM systems, to streamline feedback collection and analysis.</li> <li><strong>AI Capabilities:</strong> Look for advanced AI features like Natural Language Processing (NLP) and machine learning, which can enhance the quality of insights gathered from your surveys.</li> <li><strong>Data Security & Compliance:</strong> It’s crucial to choose a solution that keeps your data secure and complies with local regulations, especially if you operate in multiple regions.</li> </ul> <p>InMoment’s Conversational Surveys are available to all existing customers at no extra cost. Reach out to your Customer Success Manager to start leveraging this powerful tool. If you’re new to InMoment, <a href="https://inmoment.com/lp/inmoment-integrated-cx/">schedule a demo</a>. With InMoment’s Conversational Surveys, you’ll collect richer insights, resolve issues faster, and boost customer satisfaction—all while enhancing your bottom line.</p> <p></p> <div class="author-section mt-100px"> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=Conversational%20Surveys%3A%20A%20Game-Changer%20in%20Feedback%20Collection&url=https%3A%2F%2Finmoment.com%2Fblog%2Fconversational-surveys%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-81619 desc-linkedin-81619" role="img"> <title id="title-linkedin-81619"> LinkedIn </title> <desc id="desc-linkedin-81619"> Share on LinkedIn </desc> <use xlink:href="#linkedin-square"></use> </svg> 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7.82031 2.60938 7.5625 2.9375 7.5625H4.0625ZM3.125 8.3125V9.0625H3.875V8.3125H3.125ZM2.375 11.875C2.375 11.5703 2.60938 11.3125 2.9375 11.3125H4.0625C4.36719 11.3125 4.625 11.5703 4.625 11.875V13C4.625 13.3281 4.36719 13.5625 4.0625 13.5625H2.9375C2.60938 13.5625 2.375 13.3281 2.375 13V11.875ZM3.875 12.8125V12.0625H3.125V12.8125H3.875Z" fill="#001D30" /> </svg> <span class="uppercase text-hammerhead text-[10px] font-semibold ">In this Post</span> </h4> <b> <div class="table-of-contents ml-6"><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-are-conversational-surveys" data-target="what-are-conversational-surveys">What are Conversational Surveys?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-are-conversational-surveys-beneficial-for-businesses" data-target="how-are-conversational-surveys-beneficial-for-businesses">How are Conversational Surveys Beneficial for Businesses?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-do-conversational-surveys-work" data-target="how-do-conversational-surveys-work">How Do Conversational Surveys Work?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-analyze-data-from-conversational-ai-surveys" data-target="how-to-analyze-data-from-conversational-ai-surveys">How to Analyze Data from Conversational AI Surveys?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-select-the-right-conversation-survey-solution" data-target="how-to-select-the-right-conversation-survey-solution">How to select the right conversation survey solution?</a></div> </b> </div> <div class="row-start-5 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-1"> <section id="conditional-block_0fc61edea00ce4c3fc9af8fdc3ccea7b" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/05/improve-image-07-300x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Watch the Video – Get More Out of Your CX Program </h3> <p class="paragraph text-stingray text-[12px]"> Watch this demo video to see how InMoment’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0c3df9" class="block-hubspot-form hs-form-outer hs-form-zifc-hide " data-chili="" data-form-id="a1033607-ecb4-4b56-9f65-62488994b393" >  <div class=" modal fade modal-video video-content-487806312hubspot-form-674afac0c3df9" id="video-modal-487806312 hubspot-form-674afac0c3df9" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-487806312hubspot-form-674afac0c3df9" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="Customer Feedback video" src="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac0c3df9" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title hero-cta ">Get More Out of Your CX Program</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac0c3df9"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac0c3df9) { var gatedContentType = 'heroCTAPopupVideo'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { timeoutTime = parseInt(timeoutTime * 1000); setTimeout(() => { document.body.classList.add('gated-lock-screen'); document.documentElement.classList.add('gated-lock-screen'); }, 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emailInput)); }); emailInput.hasListenersAttached = true; } } function handleInputChange($form, emailInput) { //console.log('Email input event triggered:', emailInput.value); if ($form.attr('data-zifc') === 'true' && typeof window._zi_fc !== 'undefined') { handleZoomInfoMatch($form, emailInput); } } function handleZoomInfoMatch($form, emailInput) { validateEmailWithDelay(emailInput); } function validateEmailWithDelay(emailInput) { var form = emailInput.closest('form'); var submitButton = form.querySelector('input[type="submit"]'); function disableSubmit() { //console.log('Disable Submit'); submitButton.classList.add('disabled'); submitButton.disabled = true; } function enableSubmit() { //console.log('Enable Submit'); submitButton.classList.remove('disabled'); submitButton.disabled = false; } setTimeout(() => { const neverBounceStatus = emailInput.getAttribute('data-zi-neverbounce-status'); //console.log(neverBounceStatus); if (neverBounceStatus === 'valid') { //console.log('The email 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data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac0c3df9">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-231x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Unlock Expert Guidance on Today’s CX Challenges & Opportunities </h3> <p class="paragraph text-stingray text-[12px]"> From proving ROI and navigating budget constraints to adopting AI and creating seamless omnichannel experiences, these challenges are shaping the future of customer experience. In this report, discover actionable insights and recommendations from our CX experts to help you overcome these obstacles and drive growth. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0c532d" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac0c532d" id="video-modal-0 hubspot-form-674afac0c532d" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac0c532d" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" alt="Cover of CX Trends and Challenges Report" width="810" height="1052"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">Unlock Expert Guidance on Today’s CX Challenges & Opportunities</h3> <div class="more-content"> <p><span>Whether you’re struggling with limited resources, data fragmentation, or evolving customer expectations, this guide offers the expert advice you need to elevate your CX strategy. 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class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">November 6, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">November 6, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Barbara Wharton</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">6 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0c92c6" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac0c92c6" id="video-modal-0 hubspot-form-674afac0c92c6" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac0c92c6" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac0c92c6"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac0c92c6) { var gatedContentType = 'popupPdf'; 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If it doesn’t, click on the download button.</p> <a class="header-cta-button button inline-block px-8 py-4 mb-4 bg-tsunami" href="https://inmoment.com/wp-content/uploads/2024/11/GC-10175-2025-Consumer-Trends-Report.pdf" target="_blank"><span class="order-2">Download Now</span><span class="item-icon order-3 right-icon"><svg xmlns="http://www.w3.org/2000/svg" width="1em" height="1em" viewBox="0 0 512 512"><path d="M288 32c0-17.7-14.3-32-32-32s-32 14.3-32 32V274.7l-73.4-73.4c-12.5-12.5-32.8-12.5-45.3 0s-12.5 32.8 0 45.3l128 128c12.5 12.5 32.8 12.5 45.3 0l128-128c12.5-12.5 12.5-32.8 0-45.3s-32.8-12.5-45.3 0L288 274.7V32zM64 352c-35.3 0-64 28.7-64 64v32c0 35.3 28.7 64 64 64H448c35.3 0 64-28.7 64-64V416c0-35.3-28.7-64-64-64H346.5l-45.3 45.3c-25 25-65.5 25-90.5 0L165.5 352H64zm368 56a24 24 0 1 1 0 48 24 24 0 1 1 0-48z"/></svg></span></a> <p class="text-sm stingray exit-this-form cursor-pointer">Exit this form</p> </div> </div></div> </div> </div> </section> <p></p> </div> </div> <div class="row-start-50 col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-2"> </div> </div> </div> </div> </article> <style> html { scroll-behavior: smooth; } </style><article class="container grid grid-center lg-xl:px-20px post-86104 post type-post status-publish format-standard has-post-thumbnail hentry category-reputation-management category-customer-experience"> <div class="blog-post-grid st-grid grid-cols-12 gap-x-8 md:gap-x-12 lg:gap-x-16 grid-flow-row md:grid-flow-col mb-24 w-full"> <div class="col-start-1 col-span-12 md:col-start-1 md:col-span-5 mb-8"> <div class="breadcrumbs-wrap"> <nav class="breadcrumbs"><a href="https://inmoment.com/blog/">Blog</a> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 4.98438C6.07031 5.26562 6.07031 5.75781 5.76562 6.03906L2.01562 9.78906C1.875 9.92969 1.6875 10 1.5 10Z" fill="#96A1AB"/> </svg> <span>Customer Experience</span> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 4.98438C6.07031 5.26562 6.07031 5.75781 5.76562 6.03906L2.01562 9.78906C1.875 9.92969 1.6875 10 1.5 10Z" fill="#96A1AB"/> </svg> <span>Current Page</span></nav> </div> <h2 class="entry-title"><a href="https://inmoment.com/blog/ftc-ban-fake-reviews/" rel="bookmark">Why New FTC Policies on Reviews and Ratings Matter for Your Business</a></h2> In today’s digital-first marketplace, consumers rely heavily on online reviews and ratings when making purchasing decisions. Trust in these reviews is paramount, and a single misleading or deceptive review can jeopardize that trust. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded overflow-hidden aspect-video relative"> <img width="2232" height="1342" src="https://inmoment.com/wp-content/uploads/2024/02/blog-hero-Google-Reviews-Link-How-to-Create-and-Share.jpg" class="absolute inset-0 object-cover wp-post-image" alt="Group of business people working together" loading="eager" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2024/02/blog-hero-Google-Reviews-Link-How-to-Create-and-Share.jpg 2232w, https://inmoment.com/wp-content/uploads/2024/02/blog-hero-Google-Reviews-Link-How-to-Create-and-Share-300x180.jpg 300w, https://inmoment.com/wp-content/uploads/2024/02/blog-hero-Google-Reviews-Link-How-to-Create-and-Share-1024x616.jpg 1024w, https://inmoment.com/wp-content/uploads/2024/02/blog-hero-Google-Reviews-Link-How-to-Create-and-Share-768x462.jpg 768w, https://inmoment.com/wp-content/uploads/2024/02/blog-hero-Google-Reviews-Link-How-to-Create-and-Share-1536x924.jpg 1536w, https://inmoment.com/wp-content/uploads/2024/02/blog-hero-Google-Reviews-Link-How-to-Create-and-Share-2048x1231.jpg 2048w, https://inmoment.com/wp-content/uploads/2024/02/blog-hero-Google-Reviews-Link-How-to-Create-and-Share-1796x1080.jpg 1796w" sizes="(max-width: 2232px) 100vw, 2232px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>Recognizing the crucial role online reviews play, the <a href="https://www.ftc.gov/news-events/news/press-releases/2024/08/federal-trade-commission-announces-final-rule-banning-fake-reviews-testimonials" target="_blank" rel="noreferrer noopener nofollow">Federal Trade Commission (FTC) has recently announced stronger regulations</a> to combat deceptive practices involving reviews and endorsements. These rules, which recently took effect, are designed to ensure transparency, fairness, and trust in online reviews, making it more important than ever for businesses to comply.</p> <p>It’s essential for businesses to understand the FTC’s guidelines and why adhering to them is not only a legal obligation but also a pathway to building sustainable trust and <a href="https://inmoment.com/blog/customer-loyalty/">customer loyalty</a>.</p> <h3 class="wp-block-heading"><strong>The FTC’s Updated Regulations on Reviews and Endorsements</strong></h3> <p>In August 2024, the FTC finalized new rules targeting <a href="https://inmoment.com/blog/fake-reviews/">fake reviews</a>, deceptive endorsements, and manipulation of customer feedback. These rules prohibit a range of activities including:</p> <ol class="wp-block-list"> <li><strong>Fake or False Reviews</strong>: Businesses are banned from creating or disseminating reviews that misrepresent the reviewer’s identity, such as <a href="https://inmoment.com/blog/ai-generated-reviews/">AI-generated reviews</a> or testimonials from individuals who did not actually use the product. For example, companies cannot post fake positive reviews or purchase them from third parties.</li> <li><strong>Incentivized Reviews</strong>: Offering compensation or incentives for positive reviews or specific sentiments is illegal. Even offering incentives for a neutral or negative review, if the intent is to sway sentiment, is also prohibited.</li> <li><strong>Insider Reviews</strong>: Reviews from employees or company insiders must include clear and conspicuous disclosures of their relationship to the business. This ensures that consumers understand the potential bias in such reviews.</li> <li><strong>Review Suppression</strong>: Companies are not allowed to suppress negative reviews, whether through threats, legal action, or by selectively displaying only favorable reviews on their platforms.</li> <li><strong>Manipulating Social Media Indicators</strong>: Purchasing fake social media likes, followers, or views to falsely inflate a company’s reputation is also prohibited.</li> </ol> <p>The FTC has made it clear that violating these rules could lead to steep penalties, including fines of up to $51,744 per violation. But for companies, the real damage can go beyond financial penalties—violations can severely erode customer trust and damage long-term <a href="https://inmoment.com/blog/brand-reputation-management/">brand reputation</a>.</p> <h3 class="wp-block-heading"><strong>Why Trust in Reviews Matters More Than Ever</strong></h3> <p>At its core, the purpose of reviews and ratings is to create trust between businesses and potential customers. Even the SEO benefits of high ratings and review volume only exist because search engines like Google see value in prioritizing businesses that have established this positive relationship. </p> <p>In fact, Google recently announced it would impose restrictions on businesses that engage in fake engagement. Consumers depend on these reviews to provide an honest reflection of the product or service they are considering and when this trust is violated, it has ripple effects that can go far beyond a single purchase decision.</p> <p>While the monetary fines imposed by the FTC are significant, the long-term damage to customer relationships and brand loyalty is much more alarming. Violating customer trust can take years to recover from, if at all. But in an era where reviews and ratings impact the bottom line so significantly, what is a business to do if its online reviews are not up to par?</p> <h3 class="wp-block-heading"><strong>The Struggle for Positive Reviews is Real—But Deception Isn’t the Solution</strong></h3> <p>Businesses often struggle to gather a substantial number of positive reviews. Human nature dictates that consumers are often motivated to leave a review after an extreme experience. Regrettably, the threshold for an extreme experience tends to be highly positive or <em>moderately</em> negative. This means that businesses might feel that their current reviews don’t accurately reflect the quality of their products or services, as many satisfied customers do not leave reviews.</p> <p>It’s understandable that businesses might feel tempted to manipulate reviews to offset the negative ones or to create a more favorable impression. But violating the FTC’s rules is not the solution.</p> <h3 class="wp-block-heading"><strong>The Ethical, Sustainable Path to Positive Reviews</strong></h3> <p><strong>Step 1 – Ask for Reviews:</strong> Instead of resorting to fake or incentivized reviews, businesses should focus on proactive engagement with customers to encourage honest feedback. There are tools available that allow businesses to easily solicit reviews from their broader base of customers. By making it easier for satisfied customers to leave feedback, businesses can ensure that their review profiles more accurately reflect their true service levels. Research shows that just by asking for reviews a business can improve their star rating.</p> <p><strong>Step 2 – Respond to Reviews: </strong><a href="https://www.reviewtrackers.com/guides/examples-responding-reviews/#:~:text=94%25%20of%20consumers,to%20negative%20reviews." target="_blank" rel="noopener">94% of consumers say</a> that a bad review has convinced them to avoid a business, but 45% of consumers say they’re more likely to visit a business that responds to negative reviews. The truth is that negative experiences reflected in reviews sometimes happen for valid and entirely explainable reasons. Respond to reviews to provide the necessary context and empathy. And because <a href="https://www.reviewtrackers.com/guides/examples-responding-reviews/#:~:text=53%25%20of%20customers%20expect%20businesses%20to%20respond%20to%20negative%20reviews%20within%20a%20week" target="_blank" rel="noopener">53% of customers expect</a> businesses to respond to negative reviews within a week, it’s important for businesses to respond in a timely manner. </p> <p><strong>Step 3: Leverage the Voice of the Customer to Improve your Product:</strong> Reviews provide businesses with deeper insights into their business, helping identify what they’re doing well and where they might improve—even at the individual location level- as well as feedback left for their top competitors. <a href="https://inmoment.com/blog/how-to-collect-customer-feedback/">Collecting customer feedback</a> allows businesses to address concerns, improve their services, and naturally generate more positive feedback from satisfied customers.</p> <p>Beyond public reviews, businesses can directly survey their customers as well as monitoring social media to capture broader <a href="https://inmoment.com/blog/voice-of-the-customer-voc/">Voice of the Customer (VOC)</a> elements. By combining these methods, companies can address pain points before they even surface in public reviews, ensuring a more proactive and holistic approach to customer satisfaction.</p> <h3 class="wp-block-heading"><strong>Conclusion: Ethical Reviews Are the Path to Long-Term Success</strong></h3> <p>In a landscape where consumers are increasingly reliant on online reviews, businesses that prioritize transparency and authenticity will ultimately succeed. Violating FTC rules on fake or incentivized reviews may offer short-term gains, but the long-term consequences—both financial and reputational—are far more damaging.</p> <p>For businesses, the key to gathering positive reviews is not manipulation but engagement. With the right tools, companies can ethically and effectively manage their online reputation. By fostering genuine customer satisfaction, businesses can ensure that their reviews reflect the high quality of their services—without the need for deception.</p> <p>As the FTC continues to crack down on deceptive practices, businesses have a clear choice: embrace transparency and ethical practices or risk facing severe penalties. The smart choice is clear, and with the right approach, it doesn’t have to be an onerous task.</p> <section id="block_25863d1bc840477a0b1c1df6b266e7e0" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">References <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p><span style="font-weight: 400;">The Verge. Google Maps is cracking down on fake reviews (</span><i><span style="font-weight: 400;">https://www.theverge.com/2024/9/26/24254882/google-maps-removing-fake-business-reviews-warning-message</span></i><span style="font-weight: 400;">). Accessed 10/31/24. </span></p> <p><span style="font-weight: 400;">National Strategic Group. Why Would They Write That?! The Psychology of Customer Reviews (</span><i><span style="font-weight: 400;">https://www.nationalstrategic.com/why-would-they-write-that-the-psychology-of-customer-reviews/#:~:text=Surprising%20Consumer%20Behavior,to%20sound%20smarter</span></i><span style="font-weight: 400;">). Accessed 10/31/24.</span></p> </details></section> <div class="author-section mt-100px"> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=Why%20New%20FTC%20Policies%20on%20Reviews%20and%20Ratings%20Matter%20for%20Your%20Business&url=https%3A%2F%2Finmoment.com%2Fblog%2Fftc-ban-fake-reviews%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-69850 desc-linkedin-69850" role="img"> <title id="title-linkedin-69850"> LinkedIn </title> <desc id="desc-linkedin-69850"> Share on LinkedIn </desc> <use xlink:href="#linkedin-square"></use> </svg> <span class="screen-reader-text">Share on LinkedIn</span> </a> </li> <li class="social-icon"> <a 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id="conditional-block_7755b6de15967d173e3ddba1f29be8eb" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/Google_Maps_Performance@2x-300x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Watch The Video – Make Online Reputation Your Acquisition Strategy </h3> <p class="paragraph text-stingray text-[12px]"> 97% of consumers scope out online reviews before making a decision – watch this video to see how InMoment’s solution grows your business through online reputation management. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0d158d" class="block-hubspot-form hs-form-outer hs-form-zifc-hide " data-chili="" data-form-id="a1033607-ecb4-4b56-9f65-62488994b393" >  <div class=" modal fade modal-video video-content-3160480483hubspot-form-674afac0d158d" id="video-modal-3160480483 hubspot-form-674afac0d158d" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-3160480483hubspot-form-674afac0d158d" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="InMoment Platform Overview" src="https://player.vimeo.com/video/928783113?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac0d158d" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title hero-cta ">Make Online Reputation Your Acquisition Strategy</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac0d158d"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div 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function() { // Prevent the default behavior of the link event.preventDefault(); heroCTAPopupVideoFormWrap.classList.add('hidden'); heroCTAPopupVideoOverlay.classList.remove('reveal'); heroCTAPopupVideoFormWrap.querySelector('.block-hubspot-form').classList.remove('to-video'); if(heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); }); if(heroCTAPopupVideoFormWrap.querySelector('.exit-this-form')) { heroCTAPopupVideoFormWrap.querySelector('.exit-this-form').addEventListener('click', function() { heroCTAPopupVideoXLink.click(); }); } document.addEventListener('keydown', function(event) { if ( 27 === event.keyCode ) { heroCTAPopupVideoXLink.click(); } }); } if (heroCTAPopupVideoOverlay) { heroCTAPopupVideoFormWrap.addEventListener('click', function() { // this isn't a link so no need for preventdefault if(event.target === heroCTAPopupVideoFormWrap) { heroCTAPopupVideoXLink.click(); } heroCTAPopupVideoFormWrap.querySelector('.block-hubspot-form').classList.remove('to-video'); /* heroCTAPopupVideoFormWrap.classList.add('hidden'); heroCTAPopupVideoOverlay.classList.remove('reveal'); if(heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); */ }); heroCTAPopupVideoOverlay.addEventListener('click', function() { if(event.target === heroCTAPopupVideoOverlay) { heroCTAPopupVideoXLink.click(); } }); } }); }); })(); // End of heroCTAPopupVideo IIFE </script> <div class="form_target"></div> <div class="hidden form-to-video-wrapper hero-cta "> <button type="button" class="play-btn modal-trigger form-to-video bg-tsunami hero-cta " data-toggle="modal" data-target=".video-content-3160480483hubspot-form-674afac0d158d" data-url="https://player.vimeo.com/video/928783113?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac0d158d">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_4d4ca1815d8c61f5221bf4f6e33f606c" class="block-conditional "> <div class="dropdown-column dropdown-promo"> <div class="dropdown-promo-content"> <div class="promo-card "> <a class="promo-card-link" href="https://inmoment.com/lp/3-proven-methods-to-manage-improve-your-brand-reputation/?regional_redirect=1" target="_self"> <div class="promo-card-image lazy-parent" data-bg="background-image:url(https://inmoment.com/wp-content/uploads/2024/02/iStock-1939926953.jpg);"></div> <div class="promo-card-content"> <h3 class="heading"> <svg class="svg" width="12" height="12" viewBox="0 0 12 12" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.1084 1H11.1084M11.1084 1V11M11.1084 1L1.1084 11" stroke="#D6E3FC" stroke-width="1.5" /> </svg> 3 Proven Methods to Improve Your Brand Reputation </h3> <p class="paragraph"> Watch the Webinar – learn how to develop a brand reputation strategy in just 30 minutes! </p> </div> </a> </div> </div> </div> </section> </div> </div> </div> <div class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">November 4, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">November 4, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Sarah Speigle</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">5 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_307259c62b7b4a46aaba7cbf76de8420" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/RMIB-Web-image-resources-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> How to Grow Your Business with Reputation Management </h3> <p class="paragraph text-stingray text-[12px]"> Best-in-class industry benchmarks to create your reputation management strategy. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0d97fa" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac0d97fa" id="video-modal-0 hubspot-form-674afac0d97fa" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac0d97fa" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/RMIB-Web-image-resources-752x1024.png" alt="Reputation Management Benchmark Banner" width="900" height="1225"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">Online Reputation Benchmarks Report for 2024</h3> <div class="more-content"> <p><span>InMoment’s Online Reputation Benchmarks Report examines in greater detail exclusive reviews and ratings data of companies in key industries and verticals, with the goal of helping 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Insurance providers should invest in personalization, digital solutions, and agent-customer interactions to satisfy and retain customers. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded overflow-hidden aspect-video relative"> <img width="1200" height="630" src="https://inmoment.com/wp-content/uploads/2024/04/insurance-experience-exchange-march2024-og.jpg" class="absolute inset-0 object-cover wp-post-image" alt="A man and a woman looking over an insurance policy packet together." loading="eager" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2024/04/insurance-experience-exchange-march2024-og.jpg 1200w, https://inmoment.com/wp-content/uploads/2024/04/insurance-experience-exchange-march2024-og-300x158.jpg 300w, https://inmoment.com/wp-content/uploads/2024/04/insurance-experience-exchange-march2024-og-1024x538.jpg 1024w, https://inmoment.com/wp-content/uploads/2024/04/insurance-experience-exchange-march2024-og-768x403.jpg 768w" sizes="(max-width: 1200px) 100vw, 1200px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>Did you know that one negative experience is enough for 50% of customers to switch to a competitor? This is especially true in insurance, where customers have diverse preferences and a growing demand for personalized services. There are several best practices, trends, and challenges you need to consider to deliver an exceptional customer experience in insurance.</p> <h2 class="wp-block-heading">What is Customer Experience in Insurance?</h2> <p><a href="https://inmoment.com/blog/customer-experience/">Customer experience</a> (CX) in insurance refers to the overall journey customers go through when purchasing a policy from an insurance provider. Customers are increasingly demanding faster, more accurate, and personalized experiences. These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions.</p> <p>As a result, CX is now a major differentiator in the hyper-competitive insurance industry. Corporations like Amazon and Google are also entering the space, making it more difficult for incumbents to stand out. Insurance companies that can successfully provide seamless experiences will likely come out on top with a base of satisfied and loyal customers.</p> <p>There are various types of customer experiences in the insurance sector. Here’s a quick breakdown of customer expectations by category:</p> <ul class="wp-block-list"> <li><strong>Health insurance</strong> <strong>customer experience</strong>:<br>Customers expect easy access to healthcare networks. They expect fast claims processing and personalized health management. Clear communication and self-service tools are crucial to their satisfaction.</li> <li><strong>Life insurance customer experience</strong>:<br>Life insurance customers need clear, simple communication about policy terms. They expect personalized financial advice and a smooth application process to build trust.</li> <li><strong>Property and Casualty (P&C) insurance experience</strong>:<br>P&C customers want fast claims resolution and easy-to-understand policies. They also appreciate risk management tools like home protection services and real-time alerts.</li> <li><strong>Auto insurance customer experience</strong>:<br>Auto insurance customers value personalized offers based on driving habits. They want fast claims handling and easy-to-use mobile apps to manage policies.</li> <li><strong>Commercial insurance customer experience</strong>:<br>Commercial clients need customized solutions for their specific industry risks. They expect expert advice, dedicated support, and flexible policies.</li> <li><strong>Home insurance customer experience</strong>:<br>Home insurance customers want clear coverage options and quick claims processing. They appreciate proactive communication on potential risks like weather hazards. </li> </ul> <h3 class="wp-block-heading">Importance of Customer Experience in Insurance</h3> <p>A 2023 McKinsey survey of over 8,500 North American insurance customers suggests that CX initiatives are crucial to revenue growth and employee satisfaction.</p> <p>Here are a few key reasons why it’s important for companies to embrace a customer-centric approach:</p> <ul class="wp-block-list"> <li><strong>It enhances customer retention and loyalty. </strong>A positive customer experience fosters trust and satisfaction. It makes policyholders more likely to stay with an insurer long-term. Customers who feel valued are more inclined to renew policies and become loyal brand advocates.</li> <li><strong>It improves customer satisfaction across all touchpoints. </strong>Quick, transparent, and efficient services reduce frustration and improve the <a href="https://inmoment.com/blog/customer-journey/">customer journey</a>. By leveraging digital solutions and user-friendly interfaces, insurers can enhance customer satisfaction at every touchpoint.</li> <li><strong>It gives insurance brands a leg-up on the competition. </strong>In an industry where products are often similar across providers, customer experience can be a key differentiator. Insurers who offer exceptional experiences can stand out in the marketplace and continue attracting new clients to maintain their competitive edge.</li> <li><strong>It boosts the insurer’s brand reputation. </strong>A strong focus on customer experience goes a long way toward improving a company’s public image. Satisfied customers are more likely to share positive reviews and recommend the company to peers. As a result, good customer experiences enhance an insurer’s <a href="https://inmoment.com/blog/brand-reputation-management/">brand reputation management</a> efforts.</li> <li><strong>It enhances operational efficiency. </strong>Investing in CX initiatives spells internal benefits for the insurance providers themselves. For instance, by utilizing chatbots to quickly respond to customer complaints, companies can save hours’ worth of time that can be invested into building rich customer relationships.</li> </ul> <h3 class="wp-block-heading">Insurance Customer Experience Statistics </h3> <p>The following statistics highlight modern customer expectations and opportunities that insurers can leverage to meet their business objectives:</p> <ol class="wp-block-list"> <li>CX leaders in the insurance industry outperformed their competitors in total shareholder return (TSR) by 20% for life insurers and 65% for property & casualty (P&C) insurers between 2017 and 2022. (<em>McKinsey & Company</em>)</li> <li>Approximately one in six customers report that insurers don’t follow up with them after an initial discussion. (<em>McKinsey & Company</em>)</li> <li>Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication. (<em>Mendix</em>)</li> <li>Human agents and advisers remain the highest-rated channel for customer satisfaction, with 20% of customers willing to switch insurers if their adviser left. (<em>McKinsey & Company</em>)</li> <li>49% of customers believe a human advisor is more trustworthy in filing a claim than an automated service or a chatbot. (<em>Mendix</em>)</li> <li>50% of five-star ratings from insurance customers highlighted that a “positive or empathetic adjuster attitude and handling approach” is important to their satisfaction. (<em>Hi Marley</em>)</li> <li>A successful customer-centric approach results in a 20% boost in employee satisfaction for insurance companies. (<em>McKinsey & Company</em>)</li> </ol> <h2 class="wp-block-heading">How to Improve Customer Experience in Insurance?</h2> <p>Personalization, multi-channel journeys, and customer convenience are key to improving CX in insurance. Here are some strategies for enhancing <a href="https://inmoment.com/blog/customer-retention/">customer retention</a> and loyalty:</p> <h3 class="wp-block-heading"><strong>1. Ensure an Omnichannel Customer Journey</strong></h3> <p>Customers are no longer comfortable restricting themselves to a single interaction channel. They expect a consistent experience from their insurance provider wherever they are.</p> <p>For example, let’s say a customer interacts with an agent via email for the first time. Later, they pick up the phone to have a direct conversation to discuss the issue further. They expect the company to have a record of their communication so far to ensure minimal delay.</p> <p>This expectation stems from a need for convenience. Customers want to interact in various ways and expect smooth transitions between channels. The takeaway for insurers is to invest in multiple communication channels. Each channel should be reliable, safe, and easy to use.</p> <p>Another good practice is to synchronize customer data across these channels. Building an <a href="https://inmoment.com/blog/omnichannel-customer-experience/">omnichannel customer experience</a> makes the process smooth for customers as they don’t have to repeat information or stick to one channel.</p> <p>InMoment is the premier solution for insurance providers looking to build an omnichannel customer experience. The InMoment platform is built to help you monitor and analyze data from multiple sources such as reviews, calls, and survey responses. </p> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="601" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/02/Channel-Overview.png" alt="Overview of channel interactions in InMoment's XI Platform. " class="wp-image-84815" srcset="https://inmoment.com/wp-content/uploads/2024/02/Channel-Overview.png 601w, https://inmoment.com/wp-content/uploads/2024/02/Channel-Overview-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/02/Channel-Overview-150x150.png 150w" sizes="(max-width: 601px) 100vw, 601px" /></figure></div> <h3 class="wp-block-heading"><strong>2. Deliver Personalized Experiences</strong></h3> <p>Personalization is a cornerstone of exceptional customer experience in the modern age. In fact, it’s one of the most impactful applications for collecting<a href="https://inmoment.com/blog/customer-feedback/"> customer feedback</a>. The insights into individual behavior and expectations help businesses tailor their services accordingly. For example, insurers can provide specific risk assessments based on customer profiles.</p> <p>InMoment’s XI Platform can help by collecting data from every channel and organizing it into one central location to gain a complete understanding of the customer, which allows you to deliver a more personalized experience.</p> <p>This approach makes customers feel valued and heard. Therefore, personalization makes them more likely to stay loyal to you.</p> <h3 class="wp-block-heading">3. <strong>Invest in Digital Channels</strong></h3> <p>Customers are increasingly keen on digital interactions. Apps and websites simplify a range of tasks, from purchasing policies to submitting claims. Unfortunately, insurers still struggle to provide quality digital experiences. Over 30% of customers express dissatisfaction with the digital channels available.</p> <p>One of the best ways for insurance companies to stand out is to invest in reliable, secure, and efficient digital channels. Features such as instant quotes, real-time support, and eForms help provide a smooth customer experience.</p> <h3 class="wp-block-heading">4. <strong>Train Employees</strong></h3> <ol start="2" class="wp-block-list"></ol> <p>While digital channels are important, in-person experiences still matter, especially for complex inquiries. 53% of customers want an in-person interaction before purchasing an insurance product.</p> <p>Leveraging the human touch is important for insurance companies to strengthen customer relationships. Training your staff to be empathetic, knowledgeable, and efficient can go a long way. It can greatly enhance customer satisfaction during critical touchpoints across the customer journey.</p> <p>Also, it’s important to ensure consistent service from frontline staff across all your physical locations. Inconsistent customer experiences result in mixed reviews, which makes it difficult to attract prospects.</p> <h3 class="wp-block-heading">5. <strong>Simplify Products</strong></h3> <p>Purchasing insurance products can be an intimidating process. By simplifying your offerings, you make it easier for customers to make informed decisions. Simplified products and clear communication also increase transparency. This enhances customer trust in your brand and makes it more likely that you get positive reviews.</p> <h3 class="wp-block-heading">6. <strong>Educate Customers on Risk Prevention</strong></h3> <p>Educational content on risk prevention and management can help customers make informed decisions. It encourages good daily habits, like safe driving and staying healthy, to minimize relevant insurance costs. By educating customers, you also establish yourself as a reliable authority and strengthen your relationship with them.</p> <h3 class="wp-block-heading">7. <strong>Make Documents Mobile-Friendly</strong></h3> <p>Customers expect smooth access to important information on their smartphones. This helps them make decisions or seek support on the go. Mobile-friendly documents enable this convenience by offering accessible and readable content on customers’ devices.</p> <h3 class="wp-block-heading">8. <strong>Leverage AI & Chatbots</strong></h3> <p>Chatbots enable customers to find quick answers to their questions without having to wait for a human agent.<strong> </strong></p> <p>For example, a chatbot can guide customers through the claims filing process after a car accident.<strong> </strong>It would start by requesting relevant details, such as the accident date and type of damage. After processing the information, the chatbot can leverage its knowledge base to suggest next steps and personalized advice.</p> <p>The self-service enabled by chatbots can help your business by reducing support costs. It helps improve customer satisfaction by cutting down on wait times and increasing efficiency.</p> <h3 class="wp-block-heading">9. <strong>Offer Flexible Policy Options</strong></h3> <p>Flexible policy options allow customers to customize their coverage and only pay for the insurance they need. Many customers appreciate the ability to tailor aspects of their policy, like coverage limits and deductible amounts. Therefore, by introducing flexibility, you can make your offerings accessible and improve customer convenience. </p> <p>A wider range of options also helps you attract more customers from different financial backgrounds. Existing customers are also more likely to be loyal to a business that adapts to their needs.</p> <h3 class="wp-block-heading">10. <strong>Prioritize Data Security</strong></h3> <p>The sensitive nature of the information in insurance transactions makes data security crucial. Customers need an assurance that you will protect their data from misuse or information breaches.</p> <p>Investing in measures like encryption and secure data storage will help you better protect customer privacy. Your commitment to security will also improve your brand credibility by making it easier for customers to trust you.</p> <h3 class="wp-block-heading">Insurance Customer Experience Best Practices</h3> <p>The following practices can help you deliver consistent and rich experiences to customers with a focus on transparency and efficiency:</p> <ol class="wp-block-list"> <li><strong>Collect regular customer feedback and act on it. </strong>Gathering and analyzing customer feedback enables a deeper understanding of the individuals you’re serving. For instance, with the help of a <a href="https://inmoment.com/blog/customer-feedback-questionnaire/">customer feedback questionnaire</a>, you can ask targeted questions that give you relevant information. The data can help you make immediate adjustments to customer service operations.</li> <li><strong>Be transparent with your customers. </strong>Prioritizing clear communication and transparency across all touchpoints of the customer journey will help you reduce frustration and enhance long-term trust in your brand.</li> <li><strong>Streamline workflows. </strong>Simplifying the application and underwriting processes will help you attract prospects away from competitors. This is because customers are always going to choose the most convenient and easy to use option. Investing in automated pipelines for tasks like claims processing and policy issuance will reduce wait times for customers. It will also save you time that can be utilized in other aspects of your service.</li> <li><strong>Personalize the customer experience. </strong>Tailoring your products and services to cater to individual preferences enables you to enhance customer satisfaction and retention.</li> <li><strong>Continuously improve and adapt to changing customer needs. </strong>Customer expectations will keep changing, especially during these uncertain economic times. It’s a good practice for insurers to stay flexible and track <a href="https://inmoment.com/blog/customer-sentiment/">customer sentiment</a> over time. This ensures your services stay relevant and impactful despite the economic climate.</li> </ol> <h2 class="wp-block-heading">Popular Customer Experience Trends in Insurance</h2> <p>Looking at some of the CX trends in insurance can help you identify what you’re doing right and what you can improve. The following trends are emerging as key drivers of growth for insurers:</p> <ul class="wp-block-list"> <li><strong>There is a growing demand for personalization.</strong> Customers expect personalized services more than ever before. This comes from a growing need for convenient and relevant experiences. Insurance providers can leverage AI to tailor their services to unique individual needs. As a result, customers feel understood, which enhances their loyalty to the company.</li> <li><strong>Omnichannel interactions are gaining relevance.</strong> Customers want to interact with their insurers through several channels. For instance, a customer on the move would prefer a quick chat via a mobile app. However, she might feel the need to have a detailed in-person interaction once she has enough time on hand. An omnichannel approach ensures that customers receive consistent service wherever they are.</li> <li><strong>Customers appreciate intuitive self-service.</strong> The need for quick and seamless experiences has also given rise to the idea of self-service options. Digital tools like mobile apps, chatbots, and online portals are relevant here. These tools allow customers to complete tasks on their own without taking too much time.</li> <li><strong>It’s important to think about risk mitigation.</strong> Customers are starting to embrace risk prevention and mitigation incentives. For instance, by offering safe driving discounts, your company can benefit by encouraging good habits. The safer your customers drive, the less likely you are to receive claims. Moreover, the discounts will prevent customers from seeking cheaper alternatives.</li> </ul> <h2 class="wp-block-heading">Examples of Insurance with the Best Customer Experience</h2> <p>Companies can achieve impactful business outcomes by delivering excellent customer experiences. The following insurance providers demonstrate the value of adopting a customer-centric approach:</p> <h3 class="wp-block-heading"><strong>Ohio Mutual Insurance Group</strong></h3> <p>The Ohio-based insurance company maintained its competitive edge with a <a href="https://inmoment.com/blog/voice-of-the-customer-voc/">Voice of the Customer</a> (VoC) program. It leveraged the InMoment CX platform, especially its text analytics and case management features, for this purpose. </p> <ol class="wp-block-list"></ol> <p>As a result, Ohio Mutual boosted its survey response rate to 25% and reduced survey response times from a few weeks to just a few days. Also, it captured analytical insights from feedback that provided a clearer picture of customer satisfaction levels.</p> <h3 class="wp-block-heading"><strong>A Fortune 500 insurance company</strong></h3> <p>This P&C national insurance company had a clear goal: maintain a strong brand reputation to thrive in the competitive industry. Through their partnership with InMoment, the insurance provider gained access to an intuitive and easy-to-use reputation management software. The decision was crucial to improving their public image to prospects.</p> <ol start="2" class="wp-block-list"></ol> <p>Their average star rating increased by 8.7% from 4.48 to 4.87, while the review volume increased by a staggering 452%. The increased brand credibility enabled them to rise up the Fortune 500 list by 57 positions!</p> <h3 class="wp-block-heading"><strong>Allianz Trade</strong></h3> <p>Allianz understood the importance of <a href="https://inmoment.com/blog/best-text-analysis-software/">text analysis software</a> in gaining a deeper understanding of customers. It partnered with InMoment to add over 30 contextual data points to each piece of feedback. </p> <p>The enriched data helped identify areas for improvement in issue resolution for frontline staff. As a result, Allianz witnessed a 5.7% and 6.7% growth in business and profit, respectively.</p> <ol start="3" class="wp-block-list"></ol> <h2 class="wp-block-heading">What are the best Customer Experience Metrics for Insurance Companies to Measure?</h2> <p>Once you’ve implemented your CX strategy, it’s imperative that you evaluate and measure its performance. Here are ten key metrics to help you see if your CX initiatives are delivering the expected returns:</p> <ol class="wp-block-list"> <li><strong>Customer Effort Score (CES): </strong>Measures how easy it is for customers to perform tasks like purchasing a policy, filing a claim, or resolving any inquiries.</li> <li><strong>Claim Processing Rate (CPR): </strong>Tracks the speed at which you process insurance claims. A faster processing rate implies streamlined and efficient workflows that are likely to maintain or enhance customer satisfaction.</li> <li><strong>Claim Denial Rate (CDR): </strong>Measures the percentage of claims you are rejecting. A higher rate, especially if it’s above the industry average, can result in increased customer dissatisfaction as policyholders will feel the insurance is not serving them according to their expectations.</li> <li><strong>Customer Satisfaction Score (CSAT): </strong>Evaluates customer satisfaction with specific interactions like filing a claim or talking to customer support. A higher <a href="https://inmoment.com/blog/csat-customer-satisfaction/">CSAT</a> suggests that your CX initiatives are succeeding at resolving customers’ pain points.</li> <li><strong>Average Time to Quote: </strong>Measure how quickly you provide a policy quote to customers once they provide their information. A faster response time enhances customer satisfaction and makes it likely that your company will be recommended to others.</li> <li><strong>Average Time to Bind: </strong>Tracks the time needed to finalize a policy after a customer accepts the quote. Shorter times indicate that you are properly utilizing digital solutions like automation to streamline your workflows.</li> <li><strong>Average Handling Time (AHT): </strong>Measures how long it takes to resolve customer inquiries, whether over the phone, via chat, or through email. </li> <li><strong>Cross-Selling Rate: </strong>Measures how often existing customers purchase additional products or services, like adding home insurance to an auto policy.<strong> </strong>A higher rate implies a high level of customer trust in your brand, as they clearly find value in your offerings.</li> <li><strong>Net Promoter Score (NPS): </strong>Evaluates customer loyalty by asking how likely customers are to recommend your insurance company to others. A high <a href="https://inmoment.com/blog/net-promoter-score/">Net Promoter Score (NPS)</a> suggests that your services and CX efforts are good enough to encourage positive reviews from customers.</li> <li><strong>Policy Renewal Rate:</strong> Monitors the percentage of customers who renew their policies, reflecting how well you have fostered strong customer relationships.</li> </ol> <h2 class="wp-block-heading">Customer Experience Challenges in Insurance</h2> <p>A positive customer experience in insurance depends on overcoming obstacles like intense competition, fragmented journeys, and diverse preferences. Here’s a closer look at some of these challenges:</p> <ol class="wp-block-list"> <li><strong>Digital solutions fail to live up to customer expectations. </strong>While insurance customers appreciate apps and websites for their convenience, the current state of digital platforms leaves much to be desired. Clunky, slow, and difficult-to-understand digital channels are the reason why only 20% of customers rate them as their top choice for interactions.</li> <li><strong>Customer journeys are fragmented from the beginning. </strong>There is a lack of cohesion in insurance customer journeys. Six out of ten customers switch channels before completing a purchase. Moreover, the transition between offline and online platforms tends to be sudden. These factors make it difficult for insurers to prioritize the right interaction channels.</li> <li><strong>There is a strong customer need for interactions with human agents. </strong>Even the best digital systems can’t completely replace the human touch for insurance customers. Human agents are far better at handling complex issues like claims disputes and personalized advice. Therefore, it’s important for companies to maintain and train their workforce to this end.</li> <li><strong>Customers have diverse channel preferences. </strong>The growing expectation for convenience means customers want to choose any communication channel at a given time. Without investing in an omnichannel approach, it will be difficult for insurers to fulfill this key demand.</li> <li><strong>There is growing competition from big tech corporations. </strong>Tech giants like Google and Amazon are starting to enter the insurance space. Their resources allow them to offer innovative digital experiences and quick services. This growing competition puts pressure on incumbents to evolve and meet higher customer expectations.</li> </ol> <h2 class="wp-block-heading">How to Select the Right CX Software to Manage Insurance Experience</h2> <p>Insurance providers can streamline their <a href="https://inmoment.com/blog/customer-experience-management/">customer experience management</a> efforts by investing in intuitive and feature-rich CX software. Here’s what you should look for when selecting the right platform:</p> <h3 class="wp-block-heading">Omnichannel Feedback Collection</h3> <p>Customers interact with their insurers through multiple channels. This makes it crucial for companies to connect experience data from various sources. InMoment’s <a href="https://inmoment.com/cx-integrations/">CX integrations</a> ensure you don’t miss out on any insights by integrating your platform with all the systems you use to collect feedback.</p> <figure class="wp-block-image size-large"><img decoding="async" width="1024" height="277" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-1024x277.png" alt="Data sources from different integrations being combined to provide a better customer experience." class="wp-image-84797" srcset="https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-1024x277.png 1024w, https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-300x81.png 300w, https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-768x208.png 768w, https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX.png 1269w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure> <h3 class="wp-block-heading">AI-Driven Text Analysis</h3> <p>AI empowers you to unlock meaningful information from volumes of feedback so you can make data-driven decisions. The award-winning AI <a href="https://inmoment.com/blog/best-text-analysis-software/">text analysis software</a> offered by InMoment helps you automate the collection of analytical insights. As a result, you can save valuable hours that your workforce can invest in acting on the feedback itself.</p> <h3 class="wp-block-heading">Review Monitoring & Response Automation</h3> <p>The right CX platform should have features to monitor customer reviews across platforms such as Google, Yelp, or social media. Automating responses to these reviews helps manage your online reputation. It also shows customers you respond to them in real-time, enhancing satisfaction.</p> <section id="section-block_3a915ed825ba40cd4a4e5e7e93d26ac1" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>InMoment’s platform allows you to generate review responses using AI. These responses can be set to adhere to specific brand guidelines to maintain a consistent tone across channels. </p> </div> </div> </section> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="601" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Review-Response-Automation.png" alt="Review response automation using InMoment's XI Platform." class="wp-image-84835" srcset="https://inmoment.com/wp-content/uploads/2024/10/Review-Response-Automation.png 601w, https://inmoment.com/wp-content/uploads/2024/10/Review-Response-Automation-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Review-Response-Automation-150x150.png 150w" sizes="(max-width: 601px) 100vw, 601px" /></figure></div> <h3 class="wp-block-heading">Case Management</h3> <p>It’s crucial to manage client concerns and issues to reduce complaints. This is where case management capabilities, such as the ones offered by InMoment, can help. These features empower your agents to address customer needs and build long-term relationships.</p> <section id="section-block_3a915ed825ba40cd4a4e5e7e93d26ac1" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>InMoment’s case management software simplifies the tracking of customer experience cases by allowing you to solve cases, identify larger trends, and quickly identify the root cause of a case based on customer and employee perspectives. This solution also recommends the most efficient way to solve cases, which empowers employees to handle issues promptly.</p> </div> </div> </section> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="601" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Case-Management-Tracking.png" alt="Case management tracking dashboard in InMoment's XI Platform" class="wp-image-86001" srcset="https://inmoment.com/wp-content/uploads/2024/10/Case-Management-Tracking.png 601w, https://inmoment.com/wp-content/uploads/2024/10/Case-Management-Tracking-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Case-Management-Tracking-150x150.png 150w" sizes="(max-width: 601px) 100vw, 601px" /></figure></div> <h3 class="wp-block-heading">Compliance & Security</h3> <p>When selecting a customer experience software for your insurance organization, robust compliance and security are essential. Due to the sensitive nature of customer data, from health information to financial records, insurance companies must ensure that the software they select meets the requirements of strict data protection regulations. Considering this feature helps safeguard against risks while providing strong security protocols that protect your client’s privacy. </p> <section id="section-block_e1be33f9b26974d2beb2fc12651a153b" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>At InMoment, we’re dedicated to safeguarding the confidentiality, integrity, and availability of our clients’ data; and our compliance programs reflect that. We’re committed to meeting and exceeding industry standards in regulatory compliance. Our platform is SOC 2 Type II compliant and ISO 27001 certified, and we’ve partnered with a hosting provider that adheres to Sarbanes-Oxley, HIPAA, and Gramm-Leach-Bliley regulations, ensuring that your program is protected by the highest standards in the industry.</p> </div> </div> </section> <h3 class="wp-block-heading">Improve Your Insurance Customer Experience with InMoment</h3> <p>Investing in excellent customer experience helps you win by boosting customer satisfaction. With InMoment’s comprehensive CX platform, you can automate the collection and analysis of feedback so that your agents can spend more time focusing on what truly matters: fostering rich relationships with customers. Schedule a <a href="https://inmoment.com/demo/">demo</a> today to experience the transformative capabilities of our platform for yourself!</p> <section id="block_fe2ce30678b20634e376b97755053977" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">References <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p><span style="font-weight: 400;">Insurtech Insights. Here’s How Google, Amazon, Facebook and Apple are Targeting the Health Insurance Market (</span><i><span style="font-weight: 400;">https://www.insurtechinsights.com/heres-how-google-amazon-facebook-and-apple-are-targeting-the-health-insurance-market</span></i><span style="font-weight: 400;">). Accessed 10/17/2024.</span></p> <p><span style="font-weight: 400;">McKinsey & Company. Elevating customer experience: A win-win for insurers and customers (</span><i><span style="font-weight: 400;">https://www.mckinsey.com/industries/financial-services/our-insights/insurance/elevating-customer-experience-a-win-win-for-insurers-and-customers</span></i><span style="font-weight: 400;">). Accessed 10/17/2024.</span></p> <p><span style="font-weight: 400;">Mendix. The Future of Insurance: 20 Stats That Show Customer Experience is Vital (</span><i><span style="font-weight: 400;">https://www.mendix.com/blog/20-stats-future-insurance-depends-customer-experience</span></i><span style="font-weight: 400;">). Accessed 10/17/2024.</span></p> <p><span style="font-weight: 400;">Hi Marley. CONSUMER AND CARRIER CX INSIGHTS: What Drives 1-Star and 5-Star Customer Satisfaction Scores in Claims (</span><i><span style="font-weight: 400;">https://www.himarley.com/wp-content/uploads/2022/03/Whitepaper-What-Drives-1-and-5-Star-Scores-In-Claims-1.pdf</span></i><span style="font-weight: 400;">). Accessed 10/17/2024.</span></p> </details></section> <div class="author-section mt-100px"> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=Customer%20Experience%20in%20Insurance%3A%20Strategies%20to%20Boost%20Customer%20Satisfaction&url=https%3A%2F%2Finmoment.com%2Fblog%2Finsurance-customer-experience%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-6836 desc-linkedin-6836" role="img"> <title id="title-linkedin-6836"> LinkedIn </title> <desc id="desc-linkedin-6836"> Share on LinkedIn </desc> <use xlink:href="#linkedin-square"></use> </svg> <span class="screen-reader-text">Share on LinkedIn</span> </a> </li> <li class="social-icon"> <a 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3.8125H4.0625C4.36719 3.8125 4.625 4.07031 4.625 4.375V5.5C4.625 5.82812 4.36719 6.0625 4.0625 6.0625H2.9375C2.60938 6.0625 2.375 5.82812 2.375 5.5V4.375ZM3.875 5.3125V4.5625H3.125V5.3125H3.875ZM13.625 4.5625C13.8125 4.5625 14 4.75 14 4.9375C14 5.14844 13.8125 5.3125 13.625 5.3125H6.125C5.91406 5.3125 5.75 5.14844 5.75 4.9375C5.75 4.75 5.91406 4.5625 6.125 4.5625H13.625ZM13.625 8.3125C13.8125 8.3125 14 8.5 14 8.6875C14 8.89844 13.8125 9.0625 13.625 9.0625H6.125C5.91406 9.0625 5.75 8.89844 5.75 8.6875C5.75 8.5 5.91406 8.3125 6.125 8.3125H13.625ZM13.625 12.0625C13.8125 12.0625 14 12.25 14 12.4375C14 12.6484 13.8125 12.8125 13.625 12.8125H6.125C5.91406 12.8125 5.75 12.6484 5.75 12.4375C5.75 12.25 5.91406 12.0625 6.125 12.0625H13.625ZM4.0625 7.5625C4.36719 7.5625 4.625 7.82031 4.625 8.125V9.25C4.625 9.57812 4.36719 9.8125 4.0625 9.8125H2.9375C2.60938 9.8125 2.375 9.57812 2.375 9.25V8.125C2.375 7.82031 2.60938 7.5625 2.9375 7.5625H4.0625ZM3.125 8.3125V9.0625H3.875V8.3125H3.125ZM2.375 11.875C2.375 11.5703 2.60938 11.3125 2.9375 11.3125H4.0625C4.36719 11.3125 4.625 11.5703 4.625 11.875V13C4.625 13.3281 4.36719 13.5625 4.0625 13.5625H2.9375C2.60938 13.5625 2.375 13.3281 2.375 13V11.875ZM3.875 12.8125V12.0625H3.125V12.8125H3.875Z" fill="#001D30" /> </svg> <span class="uppercase text-hammerhead text-[10px] font-semibold ">In this Post</span> </h4> <b> <div class="table-of-contents ml-6"><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-is-customer-experience-in-insurance" data-target="what-is-customer-experience-in-insurance">What is Customer Experience in Insurance?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-improve-customer-experience-in-insurance" data-target="how-to-improve-customer-experience-in-insurance">How to Improve Customer Experience in Insurance?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#popular-customer-experience-trends-in-insurance" data-target="popular-customer-experience-trends-in-insurance">Popular Customer Experience Trends in Insurance</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#examples-of-insurance-with-the-best-customer-experience" data-target="examples-of-insurance-with-the-best-customer-experience">Examples of Insurance with the Best Customer Experience</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-are-the-best-customer-experience-metrics-for-insurance-companies-to-measure" data-target="what-are-the-best-customer-experience-metrics-for-insurance-companies-to-measure">What are the best Customer Experience Metrics for Insurance Companies to Measure?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#customer-experience-challenges-in-insurance" data-target="customer-experience-challenges-in-insurance">Customer Experience Challenges in Insurance</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-select-the-right-cx-software-to-manage-insurance-experience" data-target="how-to-select-the-right-cx-software-to-manage-insurance-experience">How to Select the Right CX Software to Manage Insurance Experience</a></div> </b> </div> <div class="row-start-5 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-1"> <section id="conditional-block_0fc61edea00ce4c3fc9af8fdc3ccea7b" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/05/improve-image-07-300x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Watch the Video – Get More Out of Your CX Program </h3> <p class="paragraph text-stingray text-[12px]"> Watch this demo video to see how InMoment’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0e28fa" class="block-hubspot-form hs-form-outer hs-form-zifc-hide " data-chili="" data-form-id="a1033607-ecb4-4b56-9f65-62488994b393" >  <div class=" modal fade modal-video video-content-487806312hubspot-form-674afac0e28fa" id="video-modal-487806312 hubspot-form-674afac0e28fa" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-487806312hubspot-form-674afac0e28fa" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="Customer Feedback video" src="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac0e28fa" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title hero-cta ">Get More Out of Your CX Program</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac0e28fa"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac0e28fa) { var gatedContentType = 'heroCTAPopupVideo'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { timeoutTime = parseInt(timeoutTime * 1000); setTimeout(() => { document.body.classList.add('gated-lock-screen'); document.documentElement.classList.add('gated-lock-screen'); }, timeoutTime); } } // Init ZI FC $form.attr('data-zifc', 'true'); if (!$form[0].closest('.block-hubspot-form').classList.contains('hs-form-zifc-hide')) 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heroCTAPopupVideoXLink.click(); } heroCTAPopupVideoFormWrap.querySelector('.block-hubspot-form').classList.remove('to-video'); /* heroCTAPopupVideoFormWrap.classList.add('hidden'); heroCTAPopupVideoOverlay.classList.remove('reveal'); if(heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); */ }); heroCTAPopupVideoOverlay.addEventListener('click', function() { if(event.target === heroCTAPopupVideoOverlay) { heroCTAPopupVideoXLink.click(); } }); } }); }); })(); // End of heroCTAPopupVideo IIFE </script> <div class="form_target"></div> <div class="hidden form-to-video-wrapper hero-cta "> <button type="button" class="play-btn modal-trigger form-to-video bg-tsunami hero-cta " data-toggle="modal" data-target=".video-content-487806312hubspot-form-674afac0e28fa" data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac0e28fa">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-231x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Unlock Expert Guidance on Today’s CX Challenges & Opportunities </h3> <p class="paragraph text-stingray text-[12px]"> From proving ROI and navigating budget constraints to adopting AI and creating seamless omnichannel experiences, these challenges are shaping the future of customer experience. In this report, discover actionable insights and recommendations from our CX experts to help you overcome these obstacles and drive growth. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0e40a1" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac0e40a1" id="video-modal-0 hubspot-form-674afac0e40a1" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac0e40a1" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" alt="Cover of CX Trends and Challenges Report" width="810" height="1052"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">Unlock Expert Guidance on Today’s CX Challenges & Opportunities</h3> <div class="more-content"> <p><span>Whether you’re struggling with limited resources, data fragmentation, or evolving customer expectations, this guide offers the expert advice you need to elevate your CX strategy. 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class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">October 30, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">October 30, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Mike Henry</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">18 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0e84b5" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac0e84b5" id="video-modal-0 hubspot-form-674afac0e84b5" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac0e84b5" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac0e84b5"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac0e84b5) { var gatedContentType = 'popupPdf'; 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If it doesn’t, click on the download button.</p> <a class="header-cta-button button inline-block px-8 py-4 mb-4 bg-tsunami" href="https://inmoment.com/wp-content/uploads/2024/11/GC-10175-2025-Consumer-Trends-Report.pdf" target="_blank"><span class="order-2">Download Now</span><span class="item-icon order-3 right-icon"><svg xmlns="http://www.w3.org/2000/svg" width="1em" height="1em" viewBox="0 0 512 512"><path d="M288 32c0-17.7-14.3-32-32-32s-32 14.3-32 32V274.7l-73.4-73.4c-12.5-12.5-32.8-12.5-45.3 0s-12.5 32.8 0 45.3l128 128c12.5 12.5 32.8 12.5 45.3 0l128-128c12.5-12.5 12.5-32.8 0-45.3s-32.8-12.5-45.3 0L288 274.7V32zM64 352c-35.3 0-64 28.7-64 64v32c0 35.3 28.7 64 64 64H448c35.3 0 64-28.7 64-64V416c0-35.3-28.7-64-64-64H346.5l-45.3 45.3c-25 25-65.5 25-90.5 0L165.5 352H64zm368 56a24 24 0 1 1 0 48 24 24 0 1 1 0-48z"/></svg></span></a> <p class="text-sm stingray exit-this-form cursor-pointer">Exit this form</p> </div> </div></div> </div> </div> </section> <p></p> </div> </div> <div class="row-start-50 col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-2"> </div> </div> </div> </div> </article> <style> html { scroll-behavior: smooth; } </style><article class="container grid grid-center lg-xl:px-20px post-85872 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-integrated-cx"> <div class="blog-post-grid st-grid grid-cols-12 gap-x-8 md:gap-x-12 lg:gap-x-16 grid-flow-row md:grid-flow-col mb-24 w-full"> <div class="col-start-1 col-span-12 md:col-start-1 md:col-span-5 mb-8"> <div class="breadcrumbs-wrap"> <nav class="breadcrumbs"><a href="https://inmoment.com/blog/">Blog</a> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 4.98438C6.07031 5.26562 6.07031 5.75781 5.76562 6.03906L2.01562 9.78906C1.875 9.92969 1.6875 10 1.5 10Z" fill="#96A1AB"/> </svg> <span>Customer Experience</span> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 4.98438C6.07031 5.26562 6.07031 5.75781 5.76562 6.03906L2.01562 9.78906C1.875 9.92969 1.6875 10 1.5 10Z" fill="#96A1AB"/> </svg> <span>Current Page</span></nav> </div> <h2 class="entry-title"><a href="https://inmoment.com/blog/customer-loyalty/" rel="bookmark">Customer Loyalty: Experiences that Increase Retention</a></h2> Customer loyalty is when customers consistently choose your brand over your competitors. You can encourage feelings of loyalty by consistently providing smooth, personalized, and convenient experiences. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded overflow-hidden aspect-video relative"> <img width="1280" height="899" src="https://inmoment.com/wp-content/uploads/2021/07/CustomerTrustAndLoyalty.jpg" class="absolute inset-0 object-cover wp-post-image" alt="Two people and a dog inside of a business showing customer loyalty." loading="eager" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2021/07/CustomerTrustAndLoyalty.jpg 1280w, https://inmoment.com/wp-content/uploads/2021/07/CustomerTrustAndLoyalty-300x211.jpg 300w, https://inmoment.com/wp-content/uploads/2021/07/CustomerTrustAndLoyalty-1024x719.jpg 1024w, https://inmoment.com/wp-content/uploads/2021/07/CustomerTrustAndLoyalty-768x539.jpg 768w" sizes="(max-width: 1280px) 100vw, 1280px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>A loyal customer is a valuable asset to your business. In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge.</p> <h2 class="wp-block-heading">What Is Customer Loyalty?</h2> <p>Customer loyalty defines how willing a customer is to repeat business with a company. Positive experiences compel customers to engage with you again. After all, if you’re meeting their needs and expectations, they have little reason not to trust you. Meanwhile, one negative experience can be enough to drive them to your competitors. </p> <p>Loyal customers help your business by:</p> <ul class="wp-block-list"> <li>Purchasing your product or service repeatedly</li> <li>Recommending your brand to friends and family</li> <li>Boosting your engagement by interacting with you online</li> <li>Providing thoughtful <a href="https://inmoment.com/blog/customer-feedback/">customer feedback</a> to help you improve</li> </ul> <h3 class="wp-block-heading">The Importance of Customer Loyalty</h3> <p>Customer loyalty is crucial to business growth and sustainability. </p> <p>Loyal customers tend to spend more over time and refer new clients. They also require less marketing effort to keep them engaged compared to new customers. Since a repeat customer has a 60-70% chance of converting, you’ll have to spend less on other conversion strategies.</p> <p>Building customer loyalty results in higher retention, increased revenue, and positive word-of-mouth, which helps you stand out in competitive markets. To see how you could maximize your business revenue and ROI with InMoment’s <a href="https://inmoment.com/blog/voice-of-the-customer-voc/">voice of the customer (VoC)</a> tools, fill out the ROI calculator below!</p> <div class="roi-calc roi-calc-voc mx-auto rounded max-w-screen-xl relative overflow-hidden always-stacked p-4 "> <form class="roi-calc-form voc_calc gap-4 items-top use_validation " data-long-name="VoC" data-name="voc" action="" method="post" name="voc" data-currency-name="USD" data-currency-conversion="1" data-currency-symbol="$" data-gated="true" data-icon="<svg width="19" height="19" viewBox="0 0 19 19" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill="#ffffff" d="M17.625 3.2478C17.625 2.23218 16.7656 1.3728 15.75 1.3728H3.25C2.19531 1.3728 1.375 2.23218 1.375 3.2478V15.7478C1.375 16.8025 2.19531 17.6228 3.25 17.6228H15.75C16.7656 17.6228 17.625 16.8025 17.625 15.7478V3.2478ZM15.75 0.747803C17.1172 0.747803 18.25 1.88062 18.25 3.2478V15.7478C18.25 17.1541 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10.7478H5.75C5.04688 10.7478 4.5 10.2009 4.5 9.4978C4.5 8.83374 5.04688 8.2478 5.75 8.2478ZM5.75 11.9978H7C7.66406 11.9978 8.25 12.5837 8.25 13.2478C8.25 13.9509 7.66406 14.4978 7 14.4978H5.75C5.04688 14.4978 4.5 13.9509 4.5 13.2478C4.5 12.5837 5.04688 11.9978 5.75 11.9978Z" fill="#0057FF"/></svg>"> <img decoding="async" class="absolute backgrid" loading="lazy" src="https://inmoment.com/wp-content/themes/inmoment/src/images/roi-calc-backgrid.png" alt="" /> <div class="w-full text-albatross mb-8 relative z-30 "> <p class="text-sm">Calculate your business’s ROI using InMoment’s VoC tools.</p> <div class="field hs-fieldtype-select mb-4"> <label for="industry" class="text-sm">Industry</label> <div class="input select_wrap " > <select id="industry" class="hs-input p1 notreq rounded-md" name="industry" required> <option value="" disabled selected>Please Select</option> <option label="Automotive" value="Automotive">Automotive</option> <option label="Entertainment" value="Entertainment">Entertainment</option> <option label="Financial Services" value="Financial Services">Financial Services</option> <option label="Healthcare" value="Healthcare">Healthcare</option> <option label="Hospitality" value="Hospitality">Hospitality</option> <option label="Insurance" value="Insurance">Insurance</option> <option label="Retail" value="Retail">Retail</option> <option label="All" value="All">All</option> </select> </div> </div> <div class=""> <div class="field mb-4"> <label for="numbers_of_customers" class="text-sm">Number of Customers</label> <input class="hs-input rounded-md" type="number" data-name="numbers_of_customers" name="numbers_of_customers" step="1" min="1" max="9999999" placeholder="400,000" value="" required> </div> <div class="field mb-4"> <label for="average_revenue_per_customer" class="text-sm">Annual revenue Per Customer ($)</label> <input class="hs-input rounded-md" type="number" data-name="average_revenue_per_customer" name="average_revenue_per_customer" step="1" min="1" max="9999999" placeholder="$600" value="" required> </div> <div class="field mb-4"> <label for="annual_churn_rate" class="text-sm relative has-tooltip">Annual Churn Rate (%) <i class="tooltip-icon align-top"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512" width="1em" height="1em"><path d="M256 32a224 224 0 1 1 0 448 224 224 0 1 1 0-448zm0 480A256 256 0 1 0 256 0a256 256 0 1 0 0 512zM208 352c-8.8 0-16 7.2-16 16s7.2 16 16 16h96c8.8 0 16-7.2 16-16s-7.2-16-16-16H272V240c0-8.8-7.2-16-16-16H216c-8.8 0-16 7.2-16 16s7.2 16 16 16h24v96H208zm48-168a24 24 0 1 0 0-48 24 24 0 1 0 0 48z"/></svg></i><span class="tooltip dno"></span></label> <input class="hs-input rounded-md" type="number" data-name="annual_churn_rate" name="annual_churn_rate" step="1" min="1" max="100" placeholder="30%" value="30" required title="The percentage of customers who stop using a company's products or services during a specific period."> </div> <div class="field mb-4"> <label for="number_of_promoters" class="text-sm relative has-tooltip">Number of Promoters <i class="tooltip-icon align-top"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512" width="1em" height="1em"><path d="M256 32a224 224 0 1 1 0 448 224 224 0 1 1 0-448zm0 480A256 256 0 1 0 256 0a256 256 0 1 0 0 512zM208 352c-8.8 0-16 7.2-16 16s7.2 16 16 16h96c8.8 0 16-7.2 16-16s-7.2-16-16-16H272V240c0-8.8-7.2-16-16-16H216c-8.8 0-16 7.2-16 16s7.2 16 16 16h24v96H208zm48-168a24 24 0 1 0 0-48 24 24 0 1 0 0 48z"/></svg></i><span class="tooltip dno"></span></label> <input class="hs-input rounded-md" type="number" data-name="number_of_promoters" name="number_of_promoters" step="1" min="0" max="9999999" placeholder="15,000" value="15000" required title="The number of highly satisfied customers, likely to recommend a company's products or services to others."> </div> <div class="field mb-4"> <label for="lead_to_conversion_rate" class="text-sm">Lead to Conversion Rate (%)</label> <input class="hs-input rounded-md" type="number" data-name="lead_to_conversion_rate" name="lead_to_conversion_rate" step="0.01" min="0" max="100" placeholder="13.00%" value="13" required> </div> <div class="field mb-4"> <label for="number_of_calls_per_year" class="text-sm">Number of calls per year</label> <input class="hs-input rounded-md" type="number" data-name="number_of_calls_per_year" name="number_of_calls_per_year" step="1" min="0" max="9999999" placeholder="350,000" value="350000" required> </div> <div class="field mb-4"> <label for="percent_of_calls_where_issue_is_not_resolved" class="text-sm">Percent of calls where issue is not resolved (%)</label> <input class="hs-input rounded-md" type="number" data-name="percent_of_calls_where_issue_is_not_resolved" name="percent_of_calls_where_issue_is_not_resolved" step="0.01" min="0" max="100" placeholder="22.00%" value="22" required> </div> </div> <div class="submit_wrap field text-center pt-6"> <input type="submit" name="submit" class="button " value="Calculate my ROI"> </div> </div> <div class="w-full relative "> <div class="expander after_expander"> <div class="expander-content"> <div class="results_wrap rounded-xl px-8 py-8 mb-12 bg-dory text-left relative shadow-custom "> <div class="flex flex-row gap-4"> <img decoding="async" class="w-[38px]" src="https://inmoment.com/wp-content/themes/inmoment/src/images/icons/chart-circle.png" alt="" /> <span class="text-xl albatross">Estimated Revenue Growth</span> </div> <div class="calc_results-short mt-2 h3" data-total=""><span class="albatross h4 block">Use the calculator to find an estimated ROI</span></div> <div class="calc_results-long text-left mt-4"></div> </div> </div> </div> <div class="flex flex-row gap-4"> <div class="w-[10%]"> <img decoding="async" class="w-[38px]" src="https://inmoment.com/wp-content/themes/inmoment/src/images/icons/sack-circle.png" alt="" /> </div> <div class="w-[90%]"> <span class="text-base font-bold albatross mt-8"> Total ICX ROI </span> <div class="calc_results-combo_long leading-6"> <p class="text-sm"> Submit two or more calculators to show an overview of what your integrated CX program could return. </p> </div> <div class="calc_results-total mt-2 mb-8"></div> </div> </div> <div class="expander after_expander mt-4"> <div class="expander-content"> <div class="rounded-xl px-8 py-8 bg-dory text-left relative shadow-custom "> <div class="calc_results-after"></div> </div> </div> </div> </div> </form> <div class="roi-gate roi-calc left-0 top-0 w-full h-full absolute flex z-30" id="roi-gate-674afac0ed6ff" style="display: none;"> <img decoding="async" class="absolute backgrid" loading="lazy" src="https://inmoment.com/wp-content/themes/inmoment/src/images/roi-calc-backgrid.png" alt="" /> <div class="self-center justify-center mx-auto relative w-9/10 md:w-3/4"> <span class="h2">InMoment Helps You Unlock More Insight from Your Data — Starting Right Now.</span> <p>Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business.</p> <div class="form-target"></div> </div> </div></div> <div style="height:25px" aria-hidden="true" class="wp-block-spacer"></div> <h3 class="wp-block-heading">What Are the Different Types of Customer Loyalty?</h3> <p>In general, loyal customers are a by-product of excellent customer service. Positive customer experiences give rise to six distinct types of loyalty.</p> <ol class="wp-block-list"> <li>Happy customers</li> <li>Price-loyal</li> <li>Convenience-loyal</li> <li>Loyal-to-freebies</li> <li>Loyal-to-loyalty program</li> <li>Truly loyal</li> </ol> <p><strong>Happy customers </strong>have never had reason to complain. They are satisfied with your offerings and customer service. Even though they often engage with you, your competitors can still sway them. For example, by selling the same product at a lower price, your competitor could convince your customer to try them out.</p> <p><strong>Price-loyal </strong>customers love your brand because of your pricing. Since affordability is key for them, they can easily leave if they find lower prices elsewhere. Retaining such a customer might seem simple, but you’ll have to compromise on your pricing model.</p> <p><strong>Convenience-loyal </strong>customers appreciate smooth and simple interactions. If you’re easy to find, contact, and buy from, they’ll become long-term consumers. Pricing isn’t a huge concern for them. So, if a competitor somehow offers an even smoother <a href="https://inmoment.com/blog/customer-journey/">customer journey</a>, they can be swayed even if it means they’ll have to spend more.</p> <p><strong>Freebie-loyal </strong>customers are drawn to your free offerings. For example, if your cafe offers free WiFi, you’ll attract many of these customers. They might not necessarily buy your coffee or other menu items, though. As a result, these customers don’t really contribute to your revenue streams despite being loyal to you.</p> <p><strong>Loyalty-program loyal </strong>customers appreciate your loyalty rewards more than the products themselves. When choosing between businesses, they focus on which one offers the best deals or discounts. Despite your pricing or convenience, you can retain these customers if you reward them well for their loyalty.</p> <p><strong>Truly loyal </strong>customers love your brand in every sense. They appreciate your offerings, convenience, programs, and customer service. As a result, they interact with you repeatedly and encourage others to do the same.</p> <h2 class="wp-block-heading">What Kind of Experiences Are Customers Loyal To?</h2> <p>Customers are loyal to experiences that save their time, make them feel valued, and satisfy their needs. The following aspects contribute to experiences that drive loyalty:</p> <ul class="wp-block-list"> <li><strong>Consistency</strong>: Customers expect reliable service and product quality whenever they interact with your business. A consistent experience builds trust and encourages repeat business.</li> <li><strong>Quality:</strong> High-quality products and services are crucial to excellent customer experience. When customers see an unwavering commitment to quality, they are more likely to choose you over competitors every single time.</li> <li><strong>Loyalty rewards:</strong> Offering rewards for repeat purchases incentivizes more loyalty. Discounts or points-based programs make customers feel valued and encourage long-term engagement.</li> <li><strong>Nostalgia: </strong>Experiences that evoke positive memories can strengthen loyalty. For example, a sneaker brand releasing a new product line paying tribute to an iconic athlete would help it connect with nostalgic sports fans. Familiarity and nostalgia create a sense of connection that can strengthen customer relationships.</li> <li><strong>Personalization</strong>: Experiences tailored to customer profiles encourage loyalty. This is because they make customers feel understood and appreciated.</li> <li><strong>Convenience</strong>: Customers are loyal to brands that make it easy to find, purchase, and use their services. Simple and intuitive processes create a frictionless experience that appeals to everyone.</li> <li><strong>Customer service</strong>: Prompt, friendly, and effective customer support is crucial to retaining customers. It’s normal for issues to arise, but how you resolve them can be the difference between a loyal customer and one who decides to leave!</li> <li><strong>Brand values:</strong> Customers connect with brands that reflect their own values. Brands that show commitment to sustainability, ethics, or social causes can foster loyalty through shared principles.</li> </ul> <h2 class="wp-block-heading">What Is the Most Direct Cause of Customer Loyalty?</h2> <p>The most direct cause of customer loyalty is a consistently positive experience.</p> <p>By providing reliable services and seamless interactions on a regular basis, you can build trust and loyalty over time. Customers have little to no reason to look elsewhere if you’re checking all the boxes for them.</p> <p>Additionally, businesses that resolve issues in a swift and empathetic way show customers that they care. Responding to customer feedback within 24 to 48 hours boosts retention by 8.5%. Therefore, these actions can encourage loyalty even after a negative experience.</p> <h2 class="wp-block-heading">How Do You Build Customer Loyalty?</h2> <p>Building customer loyalty requires time and consistent effort. Use these tips to lay the groundwork for lasting customer loyalty and retention:</p> <ol class="wp-block-list"> <li><strong>Simplify everything for your customers.</strong></li> <li><strong>Meet customers where they are.</strong></li> <li><strong>Personalize the experience.</strong></li> <li><strong>Keep evolving to meet changing customer needs.</strong></li> <li><strong>Focus on effective communication.</strong></li> <li><strong>Invest in loyalty programs.</strong></li> <li><strong>Build a deep emotional connection.</strong></li> <li><strong>Build a community around your offerings.</strong></li> <li><strong>Express gratitude.</strong></li> </ol> <h3 class="wp-block-heading">Simplify Everything For Your Customers.</h3> <p>Customers appreciate ease at every touchpoint of their journey. Simple and convenient experiences encourage repeat business because they require very little customer effort.</p> <p>For example, you can include a chatbot on your website to offer instant support to customers. Instead of waiting for a human agent, they can find quick answers to some of their pressing questions. This ease of finding support will prevent frustration and encourage repeat interactions.</p> <h3 class="wp-block-heading">Meet Customers Where They Are</h3> <p>Another way to offer convenient experiences is to meet customers where they are. For example, if a portion of your customers are avid Instagram users, it makes sense to have an active presence there. This makes it easier for them to discover your products or reach out to you for support.</p> <p>94% of customers will spend more with businesses that offer their preferred mode of communication to contact customer service. As a result, building an <a href="https://inmoment.com/blog/omnichannel-customer-experience/">omnichannel customer experience</a> will help you satisfy customers and drive revenue.</p> <h3 class="wp-block-heading">Personalize the Experience</h3> <p>With a growing demand for personalized services, it’s important to tailor customer experiences to individual profiles. Personalization makes customers feel understood and valued, which can lead to loyalty over time. This is where collecting and analyzing feedback can be a game-changer for you. There is no better way to understand your customers’ needs than by simply asking them! </p> <section id="section-block_73aa4afa7d212237c5b77594824cc950" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>A CX platform like InMoment simplifies this process for you. It helps you collect feedback from every possible source so that you don’t miss out on valuable data. With the award-winning InMoment AI, you can then capture analytical insights from the feedback. These insights help you better understand your customers, allowing you to personalize your services.</p> </div> </div> </section> <h3 class="wp-block-heading">Keep Evolving to Meet Changing Customer Needs.</h3> <p>You need to change the way you think about customer loyalty. Instead of treating it as the final destination, you should view it as an ongoing journey. Since customers tend to be loyal to a few different brands at one time, there is no room for complacency.</p> <p>Keep up with the times by tracking <a href="https://inmoment.com/blog/customer-sentiment/">customer sentiment</a> toward you and your competitors. See what trends are going viral and where customer preferences are leaning. If you have multiple locations across the world, it’s crucial that you don’t ignore regional trends.</p> <p>You can stay relevant by adopting a customer-centric approach and tweaking offerings where necessary.</p> <h3 class="wp-block-heading">Focus on Effective Communication</h3> <p>Good communication builds trust and strengthens relationships. Customers who interact with a transparent and honest business are more likely to stay loyal to it.</p> <p>Be clear, concise, and responsive in all interactions. Address customer concerns promptly and provide regular updates when needed. Make clear announcements in case of a major change, like a product update or change in business hours. This will help you prevent misunderstandings and build trust over time.</p> <p>Responding is just half of effective communication. Listening to feedback and acting on it is just as crucial. Consistently engaging with your audience resolves issues and strengthens loyalty by making customers feel heard.</p> <h3 class="wp-block-heading">Invest in Loyalty Programs</h3> <p>Loyalty programs are a powerful tool for retaining customers. Customers who feel valued are more likely to return and spend more. </p> <p>Offer rewards, discounts, or special perks to show appreciation for repeat business. Keep the program simple and easy to use. Exclusive deals or early access to products can also make customers feel special. </p> <p>A well-structured loyalty program encourages long-term engagement. This drives continuous business and helps build stronger relationships.</p> <h3 class="wp-block-heading">Build A Deep Emotional Connection</h3> <p>Go beyond transactions to connect with customers on a deeper level. Forming an emotional connection is even more important if you want to elevate your marketing efforts. </p> <p>For example, if you want to collaborate with a celebrity to promote your brand, your efforts will be more effective if customers are already emotionally invested. Otherwise, it will be difficult to generate significant interest.</p> <p>Start by establishing trust and transparency. Regularly collect and respond to feedback to show customers you are listening. Follow up with them to create a <a href="https://inmoment.com/blog/customer-feedback-loop/">feedback loop</a> to further show your commitment towards them.</p> <p>With the help of InMoment’s Active Listening, you can generate intelligent questions with ease that capture customer preferences and needs. This information enables you to create personalized experiences that appeal to customer emotions. As a result, you will earn emotional buy-in from customers, turning them into loyal advocates.</p> <h3 class="wp-block-heading">Build A Community Around Your Offerings.</h3> <p>Create spaces where your customers can connect with each other and your brand. This can happen through social media, forums, or events. Engage regularly by sharing content, hosting discussions, or offering exclusive insights.</p> <p>Encourage customers to share their experiences and ideas. A community fosters a sense of belonging, making customers feel part of something bigger than themselves.</p> <h3 class="wp-block-heading">Express Gratitude</h3> <p>Remember that your business succeeds because of your customers. They have several options to choose from, but they decide to trust you. Show your gratitude to them to reinforce the idea that they are valuable to you.</p> <p>Include thank-you notes after product purchase or delivery. You can take it one step further by sending special messages during the holidays. These actions add a personal touch, which creates stronger customer relationships.</p> <h2 class="wp-block-heading">How Do You Measure Customer Loyalty Analytics?</h2> <ol class="wp-block-list"> <li><strong>Net Promoter Score (NPS)</strong></li> <li><strong>Customer churn rate</strong></li> <li><strong>Customer retention rate</strong></li> <li><strong>Social media engagement</strong></li> <li><strong>Customer Loyalty Index (CLI)</strong></li> <li><strong>Customer Satisfaction Score (CSAT)</strong></li> </ol> <p>Loyalty is easy to understand, but how do you quantify it? Some businesses measure loyalty by looking at how many customers they have retained. Other companies monitor social media behavior or churn rate. </p> <p>A combination of these metrics can help provide a complete picture of customer loyalty to identify areas for improvement.</p> <h3 class="wp-block-heading">Net Promoter Score (NPS)</h3> <p><a href="https://inmoment.com/blog/net-promoter-score/">Net Promoter Score</a> (NPS) measures how likely customers are to recommend your brand to others. A high NPS indicates strong loyalty. Meanwhile, a low score suggests room for improvement in encouraging positive feelings towards your business.</p> <h3 class="wp-block-heading">Customer Churn Rate</h3> <p><a href="https://inmoment.com/blog/customer-churn/">Customer churn</a> rate shows the percentage of customers who have stopped doing business with you. A low rate suggests that most of your customers trust your brand enough to interact with it again.</p> <h3 class="wp-block-heading">Customer Retention Rate</h3> <p>Customer retention rate highlights the percentage of customers who continue doing business with you over time. This is an important metric to track if you want to gauge long-term loyalty.</p> <h3 class="wp-block-heading">Social Media Engagement</h3> <p>While it’s not a quantitative measure, your customers’ social media activity can indicate their loyalty towards you. For example, if they engage frequently with your social media profile and leave positive comments, they are likely satisfied with your services. </p> <p>Consider using <a href="https://inmoment.com/blog/social-media-management/">social media management</a> software to track keywords related to your brand. It can also help you identify customers who are advocates for your business.</p> <h3 class="wp-block-heading">Customer Loyalty Index (CLI)</h3> <p>Customer Loyalty Index (CLI) measures the strength of customer loyalty towards your business. It combines metrics like NPS, repurchase rates, and upselling to build a comprehensive loyalty score.</p> <h3 class="wp-block-heading">Customer Satisfaction Score (CSAT)</h3> <p><a href="https://inmoment.com/blog/csat-customer-satisfaction/">Customer Satisfaction Score (CSAT)</a> measures satisfaction with a product, service, or specific interaction. It typically features questions like “How satisfied are you with [product/service/interaction]?”</p> <p>Satisfied customers are likely to become repeat customers. Therefore, CSAT is a useful metric for measuring overall customer loyalty.</p> <h2 class="wp-block-heading">What Should You Look For In Customer Loyalty Software?</h2> <p>Customer loyalty software helps simplify the process of tracking key metrics and making improvements where necessary. Here are the key features to look for when choosing the right platform:</p> <h3 class="wp-block-heading"><strong>1. Omnichannel Communication</strong></h3> <p>The ability to meet customers where they are is crucial to driving loyalty. It’s a significant part of creating smooth and convenient experiences. From Instagram DMs to emails, customers expect several options to communicate and seek support. The right software should allow you to gather customer data from every possible source in one place.</p> <section id="section-block_73aa4afa7d212237c5b77594824cc950" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>The InMoment XI platform can help you provide an <a href="https://inmoment.com/blog/omnichannel-customer-experience/">omnichannel customer experience</a> to foster loyalty. Its purpose-built tools enable you to collect and connect high-quality data from multiple platforms into a unified interface. As a result, you don’t miss out on valuable customer insights.</p> </div> </div> </section> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="901" height="901" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Omnichannel-Communication.png" alt="Customer signals from different channels being summarized to provide an omnichannel customer experience." class="wp-image-85782" srcset="https://inmoment.com/wp-content/uploads/2024/10/Omnichannel-Communication.png 901w, https://inmoment.com/wp-content/uploads/2024/10/Omnichannel-Communication-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Omnichannel-Communication-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/10/Omnichannel-Communication-768x768.png 768w" sizes="(max-width: 901px) 100vw, 901px" /></figure></div> <h3 class="wp-block-heading"><strong>2. Analytics and Reporting</strong></h3> <p>The software you choose should let you track and analyze key metrics like NPS, churn rate, and engagement levels. This will help you make data-driven decisions to improve the customer experience across all touchpoints.</p> <section id="section-block_73aa4afa7d212237c5b77594824cc950" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>InMoment simplifies this process <span style="margin: 0px; padding: 0px;">by letting you create a custom <a href="https://inmoment.com/blog/customer-experience-dashboard/" target="_blank" rel="noopener">customer experience dashboard</a> featuring your brand’s most impactful metrics</span>. You can also create and share actionable reports that provide a clear picture of your customer loyalty efforts.</p> </div> </div> </section> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="600" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Create-CX-Reports.png" alt="Custom built CX dashboards and reports in InMoment's XI Platform. " class="wp-image-85788" srcset="https://inmoment.com/wp-content/uploads/2024/10/Create-CX-Reports.png 600w, https://inmoment.com/wp-content/uploads/2024/10/Create-CX-Reports-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Create-CX-Reports-150x150.png 150w" sizes="(max-width: 600px) 100vw, 600px" /></figure></div> <h3 class="wp-block-heading"><strong>3. Social Media Management</strong></h3> <p>Social media is a key part of customer engagement. As a result, it’s important to monitor social media activity and leverage it for brand reputation. A good CX software should take care of this by helping you create content and track customer sentiment on various platforms.</p> <p>InMoment’s social media management software helps you tap into the power of social media. From content curation and scheduling to social listening features, the platform makes it possible to create targeted content and drive engagement.</p> <h3 class="wp-block-heading"><strong>4. Custom Integrations</strong></h3> <p>The right customer loyalty software should also integrate with your existing CRM, POS, and other key systems. Custom integrations enable you to build a unified customer view so that you don’t miss out on anything essential.</p> <section id="section-block_73aa4afa7d212237c5b77594824cc950" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>With InMoment’s <a href="https://inmoment.com/cx-integrations/">CX integrations</a>, you can easily connect all your current systems to your CX platform. As a result, you get to make the most of the customer data available to you.</p> </div> </div> </section> <figure class="wp-block-image size-large"><img decoding="async" width="1024" height="277" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-1024x277.png" alt="Data sources from different integrations being combined to provide a better customer experience. " class="wp-image-84797" srcset="https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-1024x277.png 1024w, https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-300x81.png 300w, https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-768x208.png 768w, https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX.png 1269w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure> <h3 class="wp-block-heading"><strong>5. Automation Tools</strong></h3> <p>Automated workflows are key for closing feedback loops without wasting time. For example, it’s helpful to have automated responses and alerts that enable quick customer service. </p> <section id="section-block_73aa4afa7d212237c5b77594824cc950" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>InMoment offers automated alerts based on customer behavior so that you can act quickly and recover a customer before it’s too late. If a customer has a complaint, you are notified of it right away so that you can respond and resolve it in time. Similarly, you can use its automated tools to send personalized offers or reward notifications to customers.</p> </div> </div> </section> <div class="wp-block-image"> <figure class="aligncenter size-large"><img decoding="async" width="1024" height="1024" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation-1024x1024.png" alt="AI CX automation in InMoment's XI Platform. " class="wp-image-85794" srcset="https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation-1024x1024.png 1024w, https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation-768x769.png 768w, https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation-1079x1080.png 1079w, https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation.png 1200w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure></div> <h2 class="wp-block-heading">Inspiring Customer Loyalty Quotes to Get Buy-In</h2> <p>Customer loyalty efforts are successful when every member of your team believes in their value. The following quotes can help you motivate your teams to focus on loyalty-driven strategies:</p> <ul class="wp-block-list"> <li>“<em>Satisfaction is a rating. Loyalty is a brand.</em>” – Shep Hyken</li> </ul> <ul class="wp-block-list"> <li>“<em>The goal as a company is to have customer service that is not just the best, but legendary.</em>” – Sam Walton</li> </ul> <ul class="wp-block-list"> <li>“<em>There is a big difference between a satisfied customer and a loyal customer. Never settle for ‘satisfied’.</em>” – Shep Hyken</li> </ul> <ul class="wp-block-list"> <li>“<em>The purpose of a business is to create a customer who creates customers.</em>” – Shiv Singh</li> </ul> <ul class="wp-block-list"> <li><em>“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.</em>” – Chip Bell</li> </ul> <h2 class="wp-block-heading">Increase Customer Loyalty with InMoment</h2> <p>Loyal customers bring more revenue by repeating business with you and recommending you to others. Therefore, converting a satisfied customer into a loyal one can make a world of difference for your brand.</p> <p>With InMoment’s customer loyalty platform, you can leverage feedback collection, sentiment analysis, and actionable insights to deliver memorable experiences. Schedule a personalized <a href="https://inmoment.com/demo/">demo</a> today to see how you can keep customers coming back!</p> <div class="author-section mt-100px"> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=Customer%20Loyalty%3A%20Experiences%20that%20Increase%20Retention&url=https%3A%2F%2Finmoment.com%2Fblog%2Fcustomer-loyalty%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-60190 desc-linkedin-60190" role="img"> <title id="title-linkedin-60190"> LinkedIn </title> <desc id="desc-linkedin-60190"> Share on LinkedIn </desc> <use xlink:href="#linkedin-square"></use> </svg> <span class="screen-reader-text">Share on LinkedIn</span> </a> 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7.82031 2.60938 7.5625 2.9375 7.5625H4.0625ZM3.125 8.3125V9.0625H3.875V8.3125H3.125ZM2.375 11.875C2.375 11.5703 2.60938 11.3125 2.9375 11.3125H4.0625C4.36719 11.3125 4.625 11.5703 4.625 11.875V13C4.625 13.3281 4.36719 13.5625 4.0625 13.5625H2.9375C2.60938 13.5625 2.375 13.3281 2.375 13V11.875ZM3.875 12.8125V12.0625H3.125V12.8125H3.875Z" fill="#001D30" /> </svg> <span class="uppercase text-hammerhead text-[10px] font-semibold ">In this Post</span> </h4> <b> <div class="table-of-contents ml-6"><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-is-customer-loyalty" data-target="what-is-customer-loyalty">What Is Customer Loyalty?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-kind-of-experiences-are-customers-loyal-to" data-target="what-kind-of-experiences-are-customers-loyal-to">What Kind of Experiences Are Customers Loyal To?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-is-the-most-direct-cause-of-customer-loyalty" data-target="what-is-the-most-direct-cause-of-customer-loyalty">What Is the Most Direct Cause of Customer Loyalty?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-do-you-build-customer-loyalty" data-target="how-do-you-build-customer-loyalty">How Do You Build Customer Loyalty?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-do-you-measure-customer-loyalty-analytics" data-target="how-do-you-measure-customer-loyalty-analytics">How Do You Measure Customer Loyalty Analytics?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-should-you-look-for-in-customer-loyalty-software" data-target="what-should-you-look-for-in-customer-loyalty-software">What Should You Look For In Customer Loyalty Software?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#inspiring-customer-loyalty-quotes-to-get-buy-in" data-target="inspiring-customer-loyalty-quotes-to-get-buy-in">Inspiring Customer Loyalty Quotes to Get Buy-In</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#increase-customer-loyalty-with-inmoment" data-target="increase-customer-loyalty-with-inmoment">Increase Customer Loyalty with InMoment</a></div> </b> </div> <div class="row-start-5 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-1"> <section id="conditional-block_0fc61edea00ce4c3fc9af8fdc3ccea7b" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/05/improve-image-07-300x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Watch the Video – Get More Out of Your CX Program </h3> <p class="paragraph text-stingray text-[12px]"> Watch this demo video to see how InMoment’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac0f38b3" class="block-hubspot-form hs-form-outer hs-form-zifc-hide " data-chili="" data-form-id="a1033607-ecb4-4b56-9f65-62488994b393" >  <div class=" modal fade modal-video video-content-487806312hubspot-form-674afac0f38b3" id="video-modal-487806312 hubspot-form-674afac0f38b3" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-487806312hubspot-form-674afac0f38b3" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="Customer Feedback video" src="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac0f38b3" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title hero-cta ">Get More Out of Your CX Program</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac0f38b3"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac0f38b3) { var gatedContentType = 'heroCTAPopupVideo'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { timeoutTime = parseInt(timeoutTime * 1000); setTimeout(() => { document.body.classList.add('gated-lock-screen'); document.documentElement.classList.add('gated-lock-screen'); }, timeoutTime); } } // Init ZI FC $form.attr('data-zifc', 'true'); if 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heroCTAPopupVideoXLink.click(); } heroCTAPopupVideoFormWrap.querySelector('.block-hubspot-form').classList.remove('to-video'); /* heroCTAPopupVideoFormWrap.classList.add('hidden'); heroCTAPopupVideoOverlay.classList.remove('reveal'); if(heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); */ }); heroCTAPopupVideoOverlay.addEventListener('click', function() { if(event.target === heroCTAPopupVideoOverlay) { heroCTAPopupVideoXLink.click(); } }); } }); }); })(); // End of heroCTAPopupVideo IIFE </script> <div class="form_target"></div> <div class="hidden form-to-video-wrapper hero-cta "> <button type="button" class="play-btn modal-trigger form-to-video bg-tsunami hero-cta " data-toggle="modal" data-target=".video-content-487806312hubspot-form-674afac0f38b3" data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac0f38b3">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-231x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Unlock Expert Guidance on Today’s CX Challenges & Opportunities </h3> <p class="paragraph text-stingray text-[12px]"> From proving ROI and navigating budget constraints to adopting AI and creating seamless omnichannel experiences, these challenges are shaping the future of customer experience. In this report, discover actionable insights and recommendations from our CX experts to help you overcome these obstacles and drive growth. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac1010c5" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac1010c5" id="video-modal-0 hubspot-form-674afac1010c5" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac1010c5" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" alt="Cover of CX Trends and Challenges Report" width="810" height="1052"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">Unlock Expert Guidance on Today’s CX Challenges & Opportunities</h3> <div class="more-content"> <p><span>Whether you’re struggling with limited resources, data fragmentation, or evolving customer expectations, this guide offers the expert advice you need to elevate your CX strategy. 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class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">October 29, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">October 29, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Mike Henry</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">14 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac10667d" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac10667d" id="video-modal-0 hubspot-form-674afac10667d" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac10667d" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac10667d"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac10667d) { var gatedContentType = 'popupPdf'; 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If it doesn’t, click on the download button.</p> <a class="header-cta-button button inline-block px-8 py-4 mb-4 bg-tsunami" href="https://inmoment.com/wp-content/uploads/2024/11/GC-10175-2025-Consumer-Trends-Report.pdf" target="_blank"><span class="order-2">Download Now</span><span class="item-icon order-3 right-icon"><svg xmlns="http://www.w3.org/2000/svg" width="1em" height="1em" viewBox="0 0 512 512"><path d="M288 32c0-17.7-14.3-32-32-32s-32 14.3-32 32V274.7l-73.4-73.4c-12.5-12.5-32.8-12.5-45.3 0s-12.5 32.8 0 45.3l128 128c12.5 12.5 32.8 12.5 45.3 0l128-128c12.5-12.5 12.5-32.8 0-45.3s-32.8-12.5-45.3 0L288 274.7V32zM64 352c-35.3 0-64 28.7-64 64v32c0 35.3 28.7 64 64 64H448c35.3 0 64-28.7 64-64V416c0-35.3-28.7-64-64-64H346.5l-45.3 45.3c-25 25-65.5 25-90.5 0L165.5 352H64zm368 56a24 24 0 1 1 0 48 24 24 0 1 1 0-48z"/></svg></span></a> <p class="text-sm stingray exit-this-form cursor-pointer">Exit this form</p> </div> </div></div> </div> </div> </section> <p></p> </div> </div> <div class="row-start-50 col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-2"> </div> </div> </div> </div> </article> <style> html { scroll-behavior: smooth; } </style><article class="container grid grid-center lg-xl:px-20px post-85781 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-integrated-cx"> <div class="blog-post-grid st-grid grid-cols-12 gap-x-8 md:gap-x-12 lg:gap-x-16 grid-flow-row md:grid-flow-col mb-24 w-full"> <div class="col-start-1 col-span-12 md:col-start-1 md:col-span-5 mb-8"> <div class="breadcrumbs-wrap"> <nav class="breadcrumbs"><a href="https://inmoment.com/blog/">Blog</a> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 4.98438C6.07031 5.26562 6.07031 5.75781 5.76562 6.03906L2.01562 9.78906C1.875 9.92969 1.6875 10 1.5 10Z" fill="#96A1AB"/> </svg> <span>Customer Experience</span> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 4.98438C6.07031 5.26562 6.07031 5.75781 5.76562 6.03906L2.01562 9.78906C1.875 9.92969 1.6875 10 1.5 10Z" fill="#96A1AB"/> </svg> <span>Current Page</span></nav> </div> <h2 class="entry-title"><a href="https://inmoment.com/blog/customer-engagement-platform/" rel="bookmark">Why A Customer Engagement Platform Is Crucial for Business Success</a></h2> A customer engagement platform allows your business to interact with every customer, on every channel, all in one place. Organizations that invest in customer engagement platforms see increases in revenue, loyalty, and satisfaction. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded overflow-hidden aspect-video relative"> <img width="1280" height="899" src="https://inmoment.com/wp-content/uploads/2023/01/CustomerEngagement.jpg" class="absolute inset-0 object-cover wp-post-image" alt="Two women shopping in a clothing store." loading="eager" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2023/01/CustomerEngagement.jpg 1280w, https://inmoment.com/wp-content/uploads/2023/01/CustomerEngagement-300x211.jpg 300w, https://inmoment.com/wp-content/uploads/2023/01/CustomerEngagement-1024x719.jpg 1024w, https://inmoment.com/wp-content/uploads/2023/01/CustomerEngagement-768x539.jpg 768w" sizes="(max-width: 1280px) 100vw, 1280px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand. This can be done by using a customer engagement platform. </p> <h2 class="wp-block-heading">What is a Customer Engagement Platform?</h2> <p>A customer engagement platform is a tool that allows businesses to interact with customers on different platforms, all in one place. Customer engagement platforms consolidate customer data into one location and provide tools to engage customers consistently and personally, regardless of how they interact with your business. This means you never have to leave your customer engagement platform if you respond to a customer via email, SMS, online review, or chatbot. </p> <h3 class="wp-block-heading">What is the Difference Between a Customer Engagement Platform and  Customer Relationship Management (CRM)? </h3> <p>Debating the differences between customer engagement platforms and CRM systems is natural. When doing so, some key differences need to be considered. </p> <h4 class="wp-block-heading">Customer Relationship Management (CRM)</h4> <p>Customer relationship management systems utilize the data of existing customers and focus internally. CRMs are typically used by teams managing the current relationships of clients or accounts. They aim to convert leads to closed deals, identify the most successful business activities, and manage the communication between businesses and current customers. </p> <h4 class="wp-block-heading">Customer Engagement Platform</h4> <p>Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. They integrate with apps, websites, and social media to provide a consistent customer experience across all channels. These platforms focus on improving <a href="https://inmoment.com/blog/customer-experience-kpis-metrics/">customer experience metrics</a> such as customer satisfaction, loyalty, and retention. </p> <h2 class="wp-block-heading">The Importance of Customer Engagement Platforms</h2> <p>Today, 70% of consumers expect a response from a customer service team within the same day. If your brand takes longer than that to respond to customers, you risk damaging your customer experience and <a href="https://inmoment.com/blog/brand-reputation-management/">brand reputation management</a> efforts. </p> <p>Customer engagement platforms are crucial for organizations to maintain and improve customer experience. You can create alerts when a response is needed and respond to customers on different channels while never having to leave your chosen customer engagement platform. </p> <h2 class="wp-block-heading">Benefits of Using a Customer Engagement Platform</h2> <p>Customer engagement platforms can be extremely valuable for organizations focused on delivering a positive customer experience. By providing the tools necessary for effective communication, personalization, and analytics, these platforms enable businesses to build stronger relationships with their customers. Here are some expected benefits of using an omnichannel customer engagement platform: </p> <h3 class="wp-block-heading">More Valuable Customer Interactions</h3> <p>Customer engagement platforms will lead to more productive interactions with your customers. When you can engage with customers across different platforms and see where those customers have contacted you and what they have said, you are more equipped to help them with their inquiries. </p> <h3 class="wp-block-heading">Improved Customer Loyalty</h3> <p>Customer engagement platforms increase customer loyalty by making the customer experience engaging and consistent throughout the whole customer journey. Research shows that loyal customers are 64% more likely to make more frequent purchases from your business than regular customers. </p> <h3 class="wp-block-heading">Higher Customer Retention </h3> <p>Organizations that are engagement leaders, companies that are trailblazing omnichannel engagement and providing a personalized customer experience, have a higher retention rate than companies that do not have mature customer engagement programs. Engagement leaders have a retention rate of 77%, whereas non-engagement leaders have a retention rate of just 43%. By succeeding in customer engagement, you have a better chance of keeping your customers coming back. </p> <h3 class="wp-block-heading">Competitive Advantage</h3> <p>While most companies claim to be customer-obsessed, a recent study showed that only 15% are actually customer-obsessed, meaning their business is focused on growing by delivering value to their customers. One key factor in becoming a truly customer-obsessed company is using a customer engagement platform. When you reach customer-obsessed status, you set yourself apart from the competition and stand out in the market. </p> <h3 class="wp-block-heading">Higher Profit Margins</h3> <p>Most organizations that prioritize customer engagement reported higher margins than those that do not. An omnichannel strategy plays a crucial role in this success. It ensures that customers can seamlessly transition between different platforms and communication channels during their journey—whether they start by browsing on a mobile app, switch to a desktop, and later engage via social media.</p> <h2 class="wp-block-heading">Best Customer Engagement Platforms</h2> <p>Customer engagement platforms are critical in helping businesses build long-lasting relationships with their customers by streamlining communications, enhancing experiences, and providing actionable insights. Here are five of the best customer engagement platforms available:</p> <h3 class="wp-block-heading">1. InMoment</h3> <p><a href="https://inmoment.com/">InMoment</a> is the best customer engagement platform for organizations looking for the premier solution for their customer experience initiatives. G2 ranks InMoment the highest of the available platforms, with a rating of 4.7 out of 5 stars. InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. </p> <p>InMoment excels at offering a platform that connects customer data from every channel into one easily accessible location and offers consulting services from in-house industry experts. InMoment’s advanced analytics and AI-powered tools allow businesses to track customer sentiment, identify trends, and personalize interactions across the customer journey. This makes it a top choice for companies looking to improve customer loyalty, satisfaction, and overall experience.</p> <h3 class="wp-block-heading">2. Sprinklr</h3> <p><a href="https://www.sprinklr.com/" target="_blank" rel="noreferrer noopener nofollow">Sprinklr</a> is a customer experience management platform specializing in social media, emails, and messaging apps. These integrations allow users to communicate directly with customers via comments and direct messages. This platform is used primarily by small businesses looking to scale their customer engagement efforts. </p> <h3 class="wp-block-heading">3. Zendesk</h3> <p><a href="https://www.zendesk.com/?control=481" target="_blank" rel="noreferrer noopener nofollow">Zendesk</a> is a customer service and engagement platform best suited for businesses looking for a highly customizable solution. One of the most notable benefits of Zendesk is that it can be used immediately upon purchase and can be customized for a business at a later date. This solution is ideal for businesses wanting to improve their ticketing systems while maintaining personalized customer interactions. </p> <h3 class="wp-block-heading">4. Hubspot</h3> <p>The <a href="https://www.hubspot.com/" target="_blank" rel="noreferrer noopener nofollow">Hubspot</a> customer engagement platform is differentiated by its inbound marketing capabilities, which makes it an excellent choice for organizations looking to bring marketing, sales, and customer service under one roof. HubSpot offers robust tools for automating communication, creating personalized email campaigns, and tracking customer interactions throughout the entire lifecycle. It’s user-friendly and scalable, making it suitable for businesses of all sizes.</p> <h3 class="wp-block-heading">5. Klayvio</h3> <p><a href="https://www.klaviyo.com/" target="_blank" rel="noreferrer noopener nofollow">Klayvio</a> is a customer engagement platform that is tailored to e-commerce businesses. It excels in creating personalized, data-driven email and SMS marketing campaigns that boost customer retention and drive conversions. Klaviyo integrates seamlessly with e-commerce platforms like Shopify and BigCommerce, allowing businesses to segment customers based on behavior, purchase history, and more. This solution is ideal for businesses looking to improve their direct-to-consumer engagement efforts with targeted communication. </p> <h2 class="wp-block-heading">Omnichannel Customer Engagement Platform Use Cases</h2> <p>It may be easier to understand the functionality of customer engagement platforms by seeing how they work in real-world scenarios. Here are some examples of omnichannel customer engagement platforms being used to engage with customers proactively: </p> <ol class="wp-block-list"> <li><strong>Retail:</strong> Retailers use customer engagement platforms to send personalized promotions, manage customer messages, and improve post-purchase support. These customer engagement strategies lead to increased <a href="https://inmoment.com/blog/csat-customer-satisfaction/">customer satisfaction</a> and repeat business. </li> <li><strong>Financial Services:</strong> Banks and financial institutions use customer engagement platforms to manage customer support, offer individualized financial advice, and ensure that customer inquiries are handled securely on different channels.</li> <li><strong>Healthcare:</strong> Healthcare providers can use digital customer engagement platforms to manage <a href="https://inmoment.com/blog/patient-feedback/">patient feedback</a>, send appointment reminders, and deliver personalized information such as a care plan. </li> <li><strong>Hospitality: </strong>Using a customer engagement platform, hotels and restaurants can streamline reservations, respond to guest messages, and manage personalized offers. </li> <li><strong>E-commerce:</strong> E-commerce companies use customer engagement platforms to manage customer service, send personalized product recommendations, and automate follow-ups after purchases.</li> </ol> <h2 class="wp-block-heading">Key Features in a Customer Engagement Platform</h2> <p>Not all customer engagement platforms are built the same. Some are more geared towards marketers and sales teams, while others focus on customer support. Regardless of your use case for an omnichannel customer engagement platform, here are some key features to look for: </p> <h3 class="wp-block-heading">Omnichannel Communication</h3> <p>The most important feature of a customer engagement platform is effective omnichannel communication. Customer engagement platforms are built on the premise that you can interact with your customers wherever they are. Omnichannel communication means more than just being present on multiple platforms; it’s about integrating those platforms into one unified interface to build an <a href="https://inmoment.com/blog/omnichannel-customer-experience/">omnichannel customer experience</a>. This allows businesses to manage all customer interactions from a single dashboard, which can streamline workflows and ensure that no customer inquiry or engagement falls through the cracks.</p> <section id="section-block_f646cffde872ba38c695b67c712f34ee" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>With the InMoment XI Platform, you can handle all your customer data in one place. The InMoment platform is not only built to connect data from everywhere, it also contains purpose-built tools to ensure that you collect the highest quality and most actionable data. </p> </div> </div> </section> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="901" height="901" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Omnichannel-Communication.png" alt="Omnichannel communication summarizing feedback from reviews, web chats, and phone calls. " class="wp-image-85782" srcset="https://inmoment.com/wp-content/uploads/2024/10/Omnichannel-Communication.png 901w, https://inmoment.com/wp-content/uploads/2024/10/Omnichannel-Communication-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Omnichannel-Communication-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/10/Omnichannel-Communication-768x768.png 768w" sizes="(max-width: 901px) 100vw, 901px" /></figure></div> <h3 class="wp-block-heading">Customer Segmentation</h3> <p>While some may think that customer engagement platforms are only for communication with individual customers, you also want to be able to communicate with specific segments of your customer base. Advanced segmentation allows businesses to tailor their messaging and engagement strategies based on customer preferences, behavior, or demographics. </p> <p>For example, a retail store may realize that they are experiencing high <a href="https://inmoment.com/blog/customer-churn/">customer churn</a> with consumers ages 18-24. As a result of this, they will want to post a targeted message for those consumers across multiple channels and be ready to answer any comments or questions. </p> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="601" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/09/Customer-Churn-Analysis.png" alt="Customer churn analysis charts." class="wp-image-83512" srcset="https://inmoment.com/wp-content/uploads/2024/09/Customer-Churn-Analysis.png 601w, https://inmoment.com/wp-content/uploads/2024/09/Customer-Churn-Analysis-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/09/Customer-Churn-Analysis-150x150.png 150w" sizes="(max-width: 601px) 100vw, 601px" /></figure></div> <h3 class="wp-block-heading">Analytics and Reporting</h3> <p>Customer engagement analytics can help you analyze metrics such as customer interactions, campaign performance, and engagement levels to refine your engagement strategies and see what you are having the most success with. </p> <section id="section-block_f646cffde872ba38c695b67c712f34ee" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>With InMoment, you can create your own <a href="https://inmoment.com/blog/customer-experience-dashboard/">customer experience dashboard</a> that only shows you the most important metrics to your business. Similarly, you can also create reports that can be shared outside of the platform to stakeholders within your organization so that they can have a clear understanding of your customer engagement efforts.</p> </div> </div> </section> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="600" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Create-CX-Reports.png" alt="Customizable CX reports and dashboards that can be created in the InMoment platform. " class="wp-image-85788" srcset="https://inmoment.com/wp-content/uploads/2024/10/Create-CX-Reports.png 600w, https://inmoment.com/wp-content/uploads/2024/10/Create-CX-Reports-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Create-CX-Reports-150x150.png 150w" sizes="(max-width: 600px) 100vw, 600px" /></figure></div> <h3 class="wp-block-heading">Automation Tools</h3> <p>Automation tools are crucial for quick and proactive customer engagement. Automated responses, workflow triggers, and chatbots help streamline operations and ensure quick customer service.</p> <section id="section-block_f646cffde872ba38c695b67c712f34ee" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>InMoment’s XI platform gives you an advantage over the competition by offering automated alerts based on <a href="https://inmoment.com/blog/customer-sentiment/">customer sentiment</a> or business action, meaning that your organization never misses an opportunity to recover a customer or drive a customer further down the funnel.</p> </div> </div> </section> <div class="wp-block-image"> <figure class="aligncenter size-large"><img decoding="async" width="1024" height="1024" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation-1024x1024.png" alt="Customer experience improvement alerts created with AI. " class="wp-image-85794" srcset="https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation-1024x1024.png 1024w, https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation-768x769.png 768w, https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation-1079x1080.png 1079w, https://inmoment.com/wp-content/uploads/2024/10/AI-CX-Automation.png 1200w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure></div> <h3 class="wp-block-heading">Integration Capabilities </h3> <p>Another key factor of a successful customer engagement platform is its ability to integrate with the systems your organization is already using. The platform should integrate with other key business tools, such as CRM systems, marketing automation platforms, and sales tools, to provide a unified customer view. </p> <section id="section-block_f646cffde872ba38c695b67c712f34ee" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>InMoment’s <a href="https://inmoment.com/cx-integrations/">CX integrations</a> allow you to connect your customer engagement platform with every software you are currently utilizing. The integration of your entire tech stack into one place allows you to never miss an important piece of the puzzle and gets you on track to increasing acquisition, retention, and more. </p> </div> </div> </section> <figure class="wp-block-image size-large"><img decoding="async" width="1024" height="277" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-1024x277.png" alt="Data from different sources being consolidated for businesses using the InMoment platform. " class="wp-image-84797" srcset="https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-1024x277.png 1024w, https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-300x81.png 300w, https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX-768x208.png 768w, https://inmoment.com/wp-content/uploads/2024/02/Omnichannel-CX.png 1269w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure> <h2 class="wp-block-heading">Digital Customer Engagement Platform Trends</h2> <p>As customer needs and preferences continue to evolve, so too will customer engagement platforms. To stay ahead of the curve, businesses must remain aware of the latest trends shaping these platforms and their capabilities. Adapting to these changes will ensure that customer communication remains effective, personalized, and secure. Here are some key trends in customer engagement platforms to keep in mind as you evaluate current and future partners:</p> <h3 class="wp-block-heading">1. AI-Powered Engagement</h3> <p>A majority of organizations already use AI in their customer-focused activities such as chatbots, recommendation engines, and more. Over 70% of marketers agree that AI helps them create more personalized content and customer experiences. As AI technology becomes more sophisticated, we can expect further advancements like <a href="https://inmoment.com/blog/nlp-natural-language-processing/">natural language processing (NLP)</a> to enable even more meaningful and human-like interactions with customers.</p> <p>The majority of businesses that currently use AI plan to increase their investment in AI-powered tools in the coming years. As AI continues to evolve, businesses leveraging these capabilities will have a significant edge in terms of efficiency, customer satisfaction, and engagement outcomes.</p> <h3 class="wp-block-heading">2. Hyper-Personalization </h3> <p>Consumers love personalized experiences, and that will not change anytime soon. The majority of consumers agree that they will pay more for personalization. In the future, customer engagement platforms will attempt to capitalize on that by becoming more advanced in their ability to deliver hyper-personalized content, offers, and experiences based on real-time data analysis.</p> <p>Hyper-personalization goes beyond basic demographic, behavioral, or segmented targeting. It involves using AI and machine learning to predict customer needs, preferences, and behaviors, which allows businesses to deliver timely, context-aware messages and offers at each touchpoint. </p> <p>For example, a retail digital customer engagement platform could automatically suggest products based on a customer’s browsing history, location, and purchase behavior, ensuring that each interaction feels personal and relevant.</p> <h3 class="wp-block-heading">3. Data Privacy Regulations </h3> <p>While consumers prefer personalized experiences, they are concerned about the use of their data. Consumers across every generation agree that protecting their data is the most significant driving factor of trust in a business. However, only 48% of consumers feel confident that brands are transparent about their data usage. </p> <p>As a result, future successful customer engagement platforms will need to incorporate robust data privacy features. This includes adopting security measures such as encryption and secure storage, as well as providing more transparent privacy settings and data control options for customers. Responsible data handling will be key for the long-term success of any customer engagement platform. </p> <h2 class="wp-block-heading">Choose InMoment for Your Customer Engagement Platform</h2> <p>InMoment’s <a href="https://inmoment.com/customer-experience-platform/">customer experience platform</a> has been named a Leader in Gartner, IDC, and Forrester evaluative reports. The XI Platform is best-in-class at connecting data from everywhere to help you get a holistic view of every customer interaction. See what InMoment can do for you by scheduling a <a href="https://inmoment.com/demo/">demo</a> today!</p> <section id="block_838dc9da9e35882adab91f7be287f0ab" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">References <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p><span style="font-weight: 400;">Statista. Acceptable response time for customer service according to consumers in the United States as of June 2022. (</span><i><span style="font-weight: 400;">https://www.statista.com/statistics/1338396/customer-service-response-time-usa/</span></i><span style="font-weight: 400;">). Accessed 10/11/2024. </span></p> <p><span style="font-weight: 400;">Mckinsey & Company. Winning in loyalty. (</span><i><span style="font-weight: 400;">https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/winning-in-loyalty</span></i><span style="font-weight: 400;">). Accessed 1014/2024. </span></p> <p><span style="font-weight: 400;">Twilio. The State of Customer Engagement Report. (</span><i><span style="font-weight: 400;">https://www.twilio.com/en-us/state-of-customer-engagement/report</span></i><span style="font-weight: 400;">). Accessed 10/14/2024. </span></p> <p><span style="font-weight: 400;">Forrester. The Omnichannel Difference. (</span><i><span style="font-weight: 400;">https://emarsys.com/learn/white-papers/the-omnichannel-difference/</span></i><span style="font-weight: 400;">). Accessed 10/14/2024. </span></p> <p><span style="font-weight: 400;">PingIdentity. 2021 Consumer Survey: Brand Loyalty Earned at Login. (</span><i><span style="font-weight: 400;">https://hub.pingidentity.com/surveys/3597-2021-consumer-survey-brand-loyalty-earned-at-login</span></i><span style="font-weight: 400;">). Accessed 10/15/2024.</span></p> </details></section> <div class="author-section mt-100px"> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=Why%20A%20Customer%20Engagement%20Platform%20Is%20Crucial%20for%20Business%20Success&url=https%3A%2F%2Finmoment.com%2Fblog%2Fcustomer-engagement-platform%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-49964 desc-linkedin-49964" role="img"> <title id="title-linkedin-49964"> LinkedIn </title> <desc id="desc-linkedin-49964"> Share on LinkedIn </desc> <use xlink:href="#linkedin-square"></use> </svg> <span class="screen-reader-text">Share on LinkedIn</span> </a> </li> <li class="social-icon"> <a 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xmlns="http://www.w3.org/2000/svg"> <path d="M2.375 4.375C2.375 4.07031 2.60938 3.8125 2.9375 3.8125H4.0625C4.36719 3.8125 4.625 4.07031 4.625 4.375V5.5C4.625 5.82812 4.36719 6.0625 4.0625 6.0625H2.9375C2.60938 6.0625 2.375 5.82812 2.375 5.5V4.375ZM3.875 5.3125V4.5625H3.125V5.3125H3.875ZM13.625 4.5625C13.8125 4.5625 14 4.75 14 4.9375C14 5.14844 13.8125 5.3125 13.625 5.3125H6.125C5.91406 5.3125 5.75 5.14844 5.75 4.9375C5.75 4.75 5.91406 4.5625 6.125 4.5625H13.625ZM13.625 8.3125C13.8125 8.3125 14 8.5 14 8.6875C14 8.89844 13.8125 9.0625 13.625 9.0625H6.125C5.91406 9.0625 5.75 8.89844 5.75 8.6875C5.75 8.5 5.91406 8.3125 6.125 8.3125H13.625ZM13.625 12.0625C13.8125 12.0625 14 12.25 14 12.4375C14 12.6484 13.8125 12.8125 13.625 12.8125H6.125C5.91406 12.8125 5.75 12.6484 5.75 12.4375C5.75 12.25 5.91406 12.0625 6.125 12.0625H13.625ZM4.0625 7.5625C4.36719 7.5625 4.625 7.82031 4.625 8.125V9.25C4.625 9.57812 4.36719 9.8125 4.0625 9.8125H2.9375C2.60938 9.8125 2.375 9.57812 2.375 9.25V8.125C2.375 7.82031 2.60938 7.5625 2.9375 7.5625H4.0625ZM3.125 8.3125V9.0625H3.875V8.3125H3.125ZM2.375 11.875C2.375 11.5703 2.60938 11.3125 2.9375 11.3125H4.0625C4.36719 11.3125 4.625 11.5703 4.625 11.875V13C4.625 13.3281 4.36719 13.5625 4.0625 13.5625H2.9375C2.60938 13.5625 2.375 13.3281 2.375 13V11.875ZM3.875 12.8125V12.0625H3.125V12.8125H3.875Z" fill="#001D30" /> </svg> <span class="uppercase text-hammerhead text-[10px] font-semibold ">In this Post</span> </h4> <b> <div class="table-of-contents ml-6"><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-is-a-customer-engagement-platform" data-target="what-is-a-customer-engagement-platform">What is a Customer Engagement Platform?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#the-importance-of-customer-engagement-platforms" data-target="the-importance-of-customer-engagement-platforms">The Importance of Customer Engagement Platforms</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#benefits-of-using-a-customer-engagement-platform" data-target="benefits-of-using-a-customer-engagement-platform">Benefits of Using a Customer Engagement Platform</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#best-customer-engagement-platforms" data-target="best-customer-engagement-platforms">Best Customer Engagement Platforms</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#omnichannel-customer-engagement-platform-use-cases" data-target="omnichannel-customer-engagement-platform-use-cases">Omnichannel Customer Engagement Platform Use Cases</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#key-features-in-a-customer-engagement-platform" data-target="key-features-in-a-customer-engagement-platform">Key Features in a Customer Engagement Platform</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#digital-customer-engagement-platform-trends" data-target="digital-customer-engagement-platform-trends">Digital Customer Engagement Platform Trends</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#choose-inmoment-for-your-customer-engagement-platform" data-target="choose-inmoment-for-your-customer-engagement-platform">Choose InMoment for Your Customer Engagement Platform</a></div> </b> </div> <div class="row-start-5 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-1"> <section id="conditional-block_0fc61edea00ce4c3fc9af8fdc3ccea7b" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/05/improve-image-07-300x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Watch the Video – Get More Out of Your CX Program </h3> <p class="paragraph text-stingray text-[12px]"> Watch this demo video to see how InMoment’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac1106e3" class="block-hubspot-form hs-form-outer hs-form-zifc-hide " data-chili="" data-form-id="a1033607-ecb4-4b56-9f65-62488994b393" >  <div class=" modal fade modal-video video-content-487806312hubspot-form-674afac1106e3" id="video-modal-487806312 hubspot-form-674afac1106e3" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-487806312hubspot-form-674afac1106e3" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="Customer Feedback video" src="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac1106e3" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title hero-cta ">Get More Out of Your CX Program</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac1106e3"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac1106e3) { var gatedContentType = 'heroCTAPopupVideo'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { timeoutTime = parseInt(timeoutTime * 1000); setTimeout(() => { document.body.classList.add('gated-lock-screen'); document.documentElement.classList.add('gated-lock-screen'); }, timeoutTime); } } // Init ZI FC $form.attr('data-zifc', 'true'); if (!$form[0].closest('.block-hubspot-form').classList.contains('hs-form-zifc-hide')) document.getElementById('loading-indicator-hubspot-form-674afac1106e3').style.display = 'none'; setTimeout(() => { document.getElementById('loading-indicator-hubspot-form-674afac1106e3').style.display = 'none'; }, 5000); // Init onEmailChange fn if ZIFC enabled onEmailChange($form); // inject custom field values into Hubspot hidden input names var formIDLastAssetData = formIDLastAssetData || []; formIDLastAssetData.push({ id: 'hubspot-form-674afac1106e3', last_asset: 'Customer Experience - Demo Video sidebar-left-2' }); var input = $form[0].querySelector('input[name="last_asset"]'); //lastAssetInputs.forEach(input => { if(input.closest('.block-hubspot-form')) { var formId = input.closest('.block-hubspot-form').id; var formData = formIDLastAssetData.find(item => item.id === formId); if (formData) { input.value = formData.last_asset; input.dispatchEvent(new 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data-zi-neverbounce set to valid.'); // Handle valid email status if needed } else if (neverBounceStatus === 'invalid') { disableSubmit(); } else if (neverBounceStatus === 'disposable') { disableSubmit(); } else { enableSubmit(); } }, 500); } window.addEventListener('message', function(event) { if (event.data.type === 'hsFormCallback' && event.data.eventName === 'onFormReady') { onEmailChange( /* Pass your form here if needed */ ); } }); function onFormSubmitFunction($form) { //console.log('onFormSubmit function'); // if ($form.attr('id') === 'hsForm_a1033607-ecb4-4b56-9f65-62488994b393') { // //console.log("a1033607-ecb4-4b56-9f65-62488994b393 form submit function"); // } } function onFormSuccessFunction($form, data) { if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { revealGatedContent(); } } else if (gatedContentType === 'popupVideo' || gatedContentType === 'heroCTAPopupVideo') { revealPopupVideo($form); } else if (gatedContentType === 'popupPdf') { revealPopupPdf($form); } else if (gatedContentType === 'footerCTAPopupVideo') { revealFooterPopupVideo() } // GTM add event trigger here window.dataLayer = window.dataLayer || [] window.dataLayer.push({ 'event': 'form_submit', 'lastAsset': 'Customer Experience - Demo Video sidebar-left-2', 'formSubmittedPage': window.location.href, 'salesforceCampaignID': 'blog post left 1', 'formType': 'gated', 'gatedContentType': gatedContentType }); localStorage.setItem('hasSubmittedForm', 'true'); } function revealGatedContent() { //console.log('content has been revealed'); document.body.classList.remove('gated-lock-screen'); document.documentElement.classList.remove('gated-lock-screen'); } function revealPopupPdf($form) { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.more-content').classList.add('hidden'); setTimeout(() => { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom .header-cta-button').click(); }, 3000); } function revealPopupVideo($form) { $form[0].closest('.block-hubspot-form').querySelector('.play-btn.modal-trigger.form-to-video').click(); $form[0].closest('.block-hubspot-form').querySelector('.form-to-video-wrapper').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').classList.add('to-video'); } function revealFooterPopupVideo() { document.querySelector('.play-btn.modal-trigger.form-to-video.footer-cta').click(); document.querySelector('.form-to-video-wrapper.footer-cta').classList.remove('hidden'); document.querySelector('.hs-form-title.footer-cta').classList.add('hidden'); document.querySelector('.hs-form-sticky-wrap.footer-cta-popup-video .block-hubspot-form').classList.add('to-video'); var submittedMessages = document.querySelectorAll('.submitted-message'); submittedMessages.forEach(function(submittedMessage) { submittedMessage.classList.add('hidden'); }); } function gotoScorecard(data) { var baseURL = ''; var thankYouURLParams = []; thankYouURLParams['first_name'] = data.submissionValues.firstname ? data.submissionValues.firstname : ''; thankYouURLParams['last_name'] = data.submissionValues.lastname ? data.submissionValues.lastname : ''; thankYouURLParams['email'] = data.submissionValues.email ? data.submissionValues.email : ''; thankYouURLParams['phone_number'] = data.submissionValues.phone ? data.submissionValues.phone : '5555555555'; thankYouURLParams = Object.entries(thankYouURLParams); var queryString = thankYouURLParams.map(([key, value]) => `${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&'); var finalThankyouURL = `${baseURL}?${queryString}&suppress_fields`; window.open(finalThankyouURL, '_blank'); } // Returns the redirect URL needed for the Hubspot form function generateThankYouURL(customURL, formType, gatedContentType, gatedAsset, $form) { // Check if custom Thank You URL is needed if (!customURL) { var baseURL = 'https://inmoment.com/thank-you/?'; var thankYouURLParams = []; if (formType === 'gated') { if (gatedContentType === 'pdf') { thankYouURLParams['type'] = 'asset'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'video') { thankYouURLParams['type'] = 'video'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'popupVideo') { return false; } else if (gatedContentType === 'contentReveal') { return false; } else if (gatedContentType === 'heroCTAPopupVideo') { return false; } else if (gatedContentType === 'footerCTAPopupVideo') { return false; } else if (gatedContentType === 'popupPdf') { return false; } //console.log('gatedAsset -> ', gatedAsset); } if (formType === 'demo') { thankYouURLParams['type'] = 'contact'; } if (formType === 'contact') { thankYouURLParams['type'] = 'contact'; } if (formType === 'event') { thankYouURLParams['type'] = 'event'; } //console.log('thankYouURLParams -> ', thankYouURLParams); // Construct the query string by joining the key-value pairs thankYouURLParams = Object.entries(thankYouURLParams); var queryString = thankYouURLParams.map(([key, value]) => `${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&'); //console.log('queryString -> ', queryString); // Combine the base URL with the query string var finalThankyouURL = `${baseURL}${queryString}`; //console.log('finalThankyouURL -> ', finalThankyouURL); return finalThankyouURL; } else { //console.log('customURL -> ', customURL); return customURL; } } // lazy load popup forms document.querySelector('#hubspot-form-674afac1106e3').closest('.hs-form-sticky-wrap').previousElementSibling.previousElementSibling.querySelector('[class*="video-link"]').addEventListener('click', function() { // check if form has already been submitted if(document.querySelector('#hubspot-form-674afac1106e3 .form_target form') || (document.querySelector('#hubspot-form-674afac1106e3 .form-to-video-wrapper') && !document.querySelector('#hubspot-form-674afac1106e3 .form-to-video-wrapper.hidden')) || (document.querySelector('#hubspot-form-674afac1106e3 .submitted-message-custom') && !document.querySelector('#hubspot-form-674afac1106e3 .submitted-message-custom.hidden')) ) return; // Main hubspot code hbspt.forms.create({ region: "na1", portalId: "1787915", locale: "en", target: "#hubspot-form-674afac1106e3 .form_target", css: '', redirectUrl: generateThankYouURL('', 'gated', 'heroCTAPopupVideo', ''), formId: "a1033607-ecb4-4b56-9f65-62488994b393", manuallyBlockedEmailDomain: 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heroCTAPopupVideoXLink.click(); } heroCTAPopupVideoFormWrap.querySelector('.block-hubspot-form').classList.remove('to-video'); /* heroCTAPopupVideoFormWrap.classList.add('hidden'); heroCTAPopupVideoOverlay.classList.remove('reveal'); if(heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); */ }); heroCTAPopupVideoOverlay.addEventListener('click', function() { if(event.target === heroCTAPopupVideoOverlay) { heroCTAPopupVideoXLink.click(); } }); } }); }); })(); // End of heroCTAPopupVideo IIFE </script> <div class="form_target"></div> <div class="hidden form-to-video-wrapper hero-cta "> <button type="button" class="play-btn modal-trigger form-to-video bg-tsunami hero-cta " data-toggle="modal" data-target=".video-content-487806312hubspot-form-674afac1106e3" data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac1106e3">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-231x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Unlock Expert Guidance on Today’s CX Challenges & Opportunities </h3> <p class="paragraph text-stingray text-[12px]"> From proving ROI and navigating budget constraints to adopting AI and creating seamless omnichannel experiences, these challenges are shaping the future of customer experience. In this report, discover actionable insights and recommendations from our CX experts to help you overcome these obstacles and drive growth. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac111e33" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac111e33" id="video-modal-0 hubspot-form-674afac111e33" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac111e33" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" alt="Cover of CX Trends and Challenges Report" width="810" height="1052"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">Unlock Expert Guidance on Today’s CX Challenges & Opportunities</h3> <div class="more-content"> <p><span>Whether you’re struggling with limited resources, data fragmentation, or evolving customer expectations, this guide offers the expert advice you need to elevate your CX strategy. 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class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">October 24, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">October 24, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Mike Henry</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">11 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac11697c" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac11697c" id="video-modal-0 hubspot-form-674afac11697c" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac11697c" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac11697c"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac11697c) { var gatedContentType = 'popupPdf'; 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Customer expectations and needs have evolved to demand faster and more efficient services. These requirements make it essential for banks to leverage the right tools and practices to deliver smooth and personalized experiences. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded overflow-hidden aspect-video relative"> <img width="689" height="507" src="https://inmoment.com/wp-content/uploads/2024/10/Couple_Experiencing_Good_CX_in_Bank.jpg" class="absolute inset-0 object-cover wp-post-image" alt="Couple having a good banking customer experience." loading="eager" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2024/10/Couple_Experiencing_Good_CX_in_Bank.jpg 689w, https://inmoment.com/wp-content/uploads/2024/10/Couple_Experiencing_Good_CX_in_Bank-300x221.jpg 300w" sizes="(max-width: 689px) 100vw, 689px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>It’s no longer enough for banks and credit unions to simply provide financial services. Customers expect to walk into a branch and want to immediately feel valued. From personalized services tailored to their needs to a welcoming space where they can do more than just deposit their checks. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions.</p> <h2 class="wp-block-heading">What is Customer Experience in Banking?</h2> <p>Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Without managing this <a href="https://inmoment.com/blog/customer-experience/">customer experience</a> properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand.</p> <h3 class="wp-block-heading">Importance of Customer Experience in Banking</h3> <p>We are currently living through times of financial worry. More than 65% of customers express pessimism over the economic outlook for the coming year. This shift in perspective is causing people to reconsider their financial needs and banking relationships. </p> <p>In fact, 15% of survey respondents said they are open to a new banking relationship, while 20% are already considering changing banks. Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before:</p> <ol class="wp-block-list"> <li><strong>It helps build trust during uncertain times</strong>. In a period of financial anxiety, customers are looking for institutions they can trust. Your bank can present itself as a reliable option by demonstrating a commitment to making their <a href="https://inmoment.com/blog/customer-journey/">customer journey</a> smooth and personalized.</li> <li><strong>It is a proven way of retaining customers.</strong> With many customers considering switching banks, a positive customer experience can be the deciding factor in retaining them. Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere.</li> <li><strong>It helps you attract new clients</strong>. With 15% of customers open to forging new banking relationships, consider offering a memorable customer experience. This gives your bank a significant edge in acquiring these prospects.</li> <li><strong>It enhances the customer lifetime value for your bank. </strong>Happy customers are more likely to use multiple products and services from the same bank. Focus on customer experience, to improve cross-selling opportunities. As a result, this can increase the overall value of each client relationship.</li> <li><strong>It enables you to boost your brand reputation</strong>. Customers who have a great experience with your bank are more likely to recommend it to others. The positive online reviews you receive as a result of your CX strategy will be beneficial to your <a href="https://inmoment.com/blog/financial-services-reputation-management/">financial services reputation management</a> efforts.</li> </ol> <h2 class="wp-block-heading">How to Improve Customer Experience in Banking?</h2> <p>Improving the customer experience in banking relies on a complete understanding of customer behaviors and expectations. Explore key practices to consider for improving CX across different types of banking. Discover how to improve services in branch, commercial, digital, retail, and credit unions.</p> <h3 class="wp-block-heading">1. Customer experience in branch banking</h3> <p>You need to re-think the concept of branch banking in order to leap ahead of the competition and <a href="https://inmoment.com/blog/improve-customer-experience/">improve customer experience</a> across all your physical locations. The following approaches will help you make the most of your bank branch to boost customer satisfaction:</p> <ul class="wp-block-list"> <li><strong>Create a “branch of the future” for your bank.</strong> Modern bank branches are transforming into consultation hubs. Focus less on routine transactions and more on offering expert financial guidance. Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions. Therefore, your staff can focus on offering personalized financial services.</li> <li><strong>Re-design your branches to encourage customer interactions.</strong> Move beyond traditional teller lines and adopt open, flexible spaces where customers can comfortably discuss their financial needs with advisors. For instance, the Capitol One Café demonstrates how including community spaces in your branch is a great way to make clients feel at ease and view your brand in a positive light.</li> </ul> <h3 class="wp-block-heading">2. Customer experience in commercial banking</h3> <p>Commercial banking clients usually seek complex financial services, including lines of credit and foreign exchange transactions. As a result, you will have to adopt a tailored approach to improve their experience. Focus on the following steps:</p> <ul class="wp-block-list"> <li><strong>Assign dedicated relationship managers to clients. </strong>A great way to deliver a personalized and consistent service to a client is to have a relationship manager. This manager serves as the single point of contact for all their banking needs. From offering specific advice to identifying growth opportunities, these managers help foster trust and long-term partnerships.</li> <li><strong>Adopt a consultative approach. </strong>Unlike traditional banks that simply offer products, you can stand out by offering consultation as well. This approach adds another layer of value to your services. It also helps you better understand the financial profile of the customers you are serving.</li> <li><strong>Provide enhanced risk management and security. </strong>Needless to say, risk management is of utmost priority for commercial banking clients due to the nature of their transactions. Providing services like fraud detection, secure transaction platforms, and encryption will enable you to secure your customers’ data and transactions.</li> <li><strong>Offer industry-specific solutions and insights. </strong>Whether it’s agriculture, manufacturing, real estate, or healthcare, having a team of experts who are knowledgeable in that sector can significantly improve the customer experience. By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank.</li> </ul> <h3 class="wp-block-heading">3. Customer experience in digital banking</h3> <figure class="wp-block-image size-large"><img decoding="async" width="1024" height="1024" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/mobile_banking_experience_survey-1024x1024.png" alt="Survey asking a customer about their banking customer experience." class="wp-image-85671" srcset="https://inmoment.com/wp-content/uploads/2024/10/mobile_banking_experience_survey-1024x1024.png 1024w, https://inmoment.com/wp-content/uploads/2024/10/mobile_banking_experience_survey-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/mobile_banking_experience_survey-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/10/mobile_banking_experience_survey-768x768.png 768w, https://inmoment.com/wp-content/uploads/2024/10/mobile_banking_experience_survey-1080x1080.png 1080w, https://inmoment.com/wp-content/uploads/2024/10/mobile_banking_experience_survey.png 1200w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure> <p>There is a growing willingness among customers to embrace digital banking because of its convenience. Customers who regularly use a bank’s smartphone app or website report higher satisfaction levels on average compared to those who infrequently use digital channels. These best practices will help you improve the <a href="https://inmoment.com/blog/what-is-digital-experience/">digital customer experience</a> in banking:</p> <ul class="wp-block-list"> <li><strong>Support digital transformation initiatives in your bank.</strong> Many customers are not yet fully comfortable with digital banking services. You can encourage digital adoption by offering in-branch or online tutorials. Your bank can also assign dedicated staff to onboard customers onto digital platforms to ensure a smooth transition.</li> <li><strong>Provide digital literacy resources to educate customers</strong>. Offer regular digital literacy classes or webinars to help customers become familiar with banking apps, online transactions, and cybersecurity practices. This approach will help customers take full advantage of your digital services, making it more likely for them to be satisfied as a result.</li> <li><strong>Invest in intuitive and user-friendly interfaces.</strong> If your banking app or website feels clunky or confusing to navigate, customers are unlikely to want to spend much time on it. With the help of an easy-to-understand digital interface, you can simplify user navigation and encourage higher levels of engagement with your service.</li> <li><strong>Digitize account openings and loan applications</strong>. Allow customers to open accounts, replace cards, or apply for loans entirely online. Offer step-by-step tutorials and on-call support for any questions. Completing their banking tasks from the comfort of their homes is not only convenient for customers, but it also saves time and paperwork.</li> </ul> <h3 class="wp-block-heading">4. Customer experience in retail banking</h3> <p>Retail banking focuses on the individual customer’s needs. The following steps can help improve CX in this area to enhance both satisfaction and loyalty:</p> <ul class="wp-block-list"> <li><strong>Make it easier for customers to manage their accounts.</strong> From mobile apps to physical branches, each interaction channel for a customer should offer a frictionless and smooth experience. For instance, you can invest in a straightforward and user-friendly interface for your mobile app. This will make it easier for users to navigate. </li> <li><strong>Proactively communicate with customers</strong>. Keep customers in the loop with personalized messages about account activity, new products, or special offers. Regular communication helps build trust and keeps customers engaged with your services.</li> <li><strong>Encourage long-term relationships with rewards and initiatives.</strong> Introduce loyalty programs to reward long-term customers for their continued use of your banking services. By offering benefits like cashback offers, you can drive both customer satisfaction and loyalty. Moreover, these initiatives can also help encourage feedback to accomplish your <a href="https://inmoment.com/blog/customer-experience-management/">customer experience management</a> goals.</li> </ul> <h3 class="wp-block-heading">5. Customer experience in credit unions</h3> <p>Credit union members expect smoother interactions than ever before. Follow these steps to enhance their satisfaction levels:</p> <ul class="wp-block-list"> <li><strong>Provide omnichannel customer support. </strong>Offer 24/7 customer service across multiple channels, including mobile apps, social media, chatbots, and live chat. This ensures that customers can get help on the platform of their choice, which improves accessibility and satisfaction.</li> </ul> <ul class="wp-block-list"> <li><strong>Encourage personalized member services. </strong>By tailoring financial products to their members’ unique needs, credit unions can establish themselves as trustworthy advisors. They show they’re invested in delivering the best possible customer experience. For example, providing customized savings plans to members will elicit a more positive response from them. This is because the plans are relevant to their specific financial situation.</li> </ul> <ul class="wp-block-list"> <li><strong>Leverage and emphasize community engagement. </strong>Credit unions can actively engage with their communities through events, sponsorships, and local initiatives. Hosting financial wellness workshops, supporting local businesses, or volunteering at community projects reinforces the credit union’s role as a trusted community partner.</li> </ul> <h2 class="wp-block-heading">Popular Customer Experience Trends in Banking</h2> <p>Some of the emerging CX trends in banking reflect the ever-increasing demand for faster, smoother, and more efficient customer journeys. It also highlights key differentiators for banks to help them thrive in a competitive landscape. Here is a look at the popular trends that are driving CX strategy for banks today:</p> <p><strong>1. Online and Mobile Banking</strong></p> <p>More customers prefer the self-service option of managing their finances on their own time. Mobile banking is one of the most important considerations for banks. However, building an app alone isn’t enough. The performance and reliability of digital products can impact customer satisfaction for better or worse.</p> <p>The ideal mobile banking experience is one where the user can intuitively find what they are looking for. They can also quickly access customer support if need be. The app or website should support every aspect of a customer’s interaction, including opening an account and getting financial advice. </p> <p><strong>2. Artificial Intelligence (AI)</strong></p> <p><a href="https://inmoment.com/blog/ai-customer-experience/">AI in customer experience</a> can’t completely replace human experts. It can provide personalized recommendations and services at scale making it a must-have technology for modern banks. Machine learning algorithms, for example, can learn from individual customer behaviors. Based on their learning, they can recommend financial products and services that are tailored to each user profile.</p> <p>Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues.</p> <section id="section-block_b88764371f7cd189773d6480e3979888" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy. For instance, First National Bank partnered with InMoment to better analyze data across all touchpoints using a custom text analytics model. The insights provided opportunities for enhancing <a href="https://inmoment.com/blog/customer-retention/">customer retention</a> and satisfaction.</p> </div> </div> </section> <p><strong>3. Personalized Customer Service </strong></p> <p>Personalization is quickly gaining significance for banks because of shifting customer expectations. 62% of consumers agree that personalized recommendations are better than general ones. This approach is crucial for driving loyalty. </p> <section id="section-block_b88764371f7cd189773d6480e3979888" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>AI-powered solutions like InMoment’s <a href="https://inmoment.com/predictive-customer-analytics/">predictive customer analytics</a> explore customer data to unveil actionable insights into customer behavior. These insights are then used to make personalized recommendations that engage and satisfy customers.</p> </div> </div> </section> <p><strong>4. Proactive Communication</strong></p> <p>Instead of waiting for customers to reach out and seek help, proactive communication aims to stay one step ahead of them. This trend is also linked to a growing customer expectation for faster communication and issue resolution. </p> <p>By analyzing customer feedback and activity across all touchpoints, it’s possible to predict their needs and next steps so that you can proactively help them. It’s important to manage the volume of feedback requests you send. Too many of those can cause <a href="https://inmoment.com/blog/survey-fatigue/">survey fatigue</a> and turn away your customers altogether!</p> <h2 class="wp-block-heading">Examples of Banks with the Best Customer Experience</h2> <p>The growing emphasis on improving CX in banking has made it essential to adopt the right trends and tools. The following financial institutions demonstrate how utilizing customer-centric strategies has empowered them to deliver excellent customer experience in banking:</p> <ol class="wp-block-list"> <li><strong>Virgin Money:</strong> The British financial services brand launched its CX Success program with the help of InMoment in 2018. Since then, it has collected feedback from over 100,000 customers. This has empowered its workforce to act on enhancing customer satisfaction right away. As a result, it succeeded in reducing the targeted monthly complaint volume by 27%.</li> <li><strong>Chevron Federal Credit Union:</strong> The credit union partnered with InMoment to leverage the power of AI. This helped them provide friendly, personalized services to its members. With the help of advanced text analytics, Chevron FCU was able to capture actionable insights from open-ended survey responses and online comments to improve its CX efforts.</li> <li><strong>Metro Bank:</strong> The UK-based retail and commercial bank has successfully transformed its customer insight program. Part of the transformation enhanced retention and acquisition, along with improving key business metrics through its partnership with InMoment. Metro Bank leveraged AI tools like <a href="https://inmoment.com/listen/">Active Listening</a>™. This created a customer-centric culture that increased its revenue by 5%. They also grew their number of customer accounts to three million.</li> <li><strong>First National Bank:</strong> With the help of journey mapping and AI-powered feedback analysis, First National Bank unlocked opportunities for CX improvement across all touchpoints. It utilized InMoment’s custom text analytics model to accurately analyze customer data and determine how to cater to their unique needs and expectations.</li> </ol> <h2 class="wp-block-heading">Managing a Customer Experience Transformation in Banking</h2> <p>Understanding how to improve the customer experience for your clients is one thing, but putting it into practice is another challenge altogether. A successful CX transformation combines strategic implementation and continuous monitoring to make the most of customer feedback and insights. The following steps show how you can accomplish such a transformation:</p> <p><strong>1. Start by capturing customer insights.</strong></p> <p>The first step towards managing a customer experience transformation is to gather data and insights through meaningful <a href="https://inmoment.com/blog/customer-survey-questions/">customer survey questions</a>. Customer feedback platforms like InMoment can help your bank deploy surveys and collect data from users to identify pain points and areas for improvement. </p> <p>The analysis of this data yields insights that can help map out the entire customer journey. It can prioritize aspects of your business that need the most attention. This includes your mobile banking experience and your customer support teams.</p> <p><strong>2. Implement CX initiatives in phases.</strong></p> <p>A full-scale transformation can be overwhelming, so it’s essential to implement changes in phases. Banks can start by improving one touchpoint at a time based on the most high-priority issues and opportunities. </p> <p>For instance, if your bank’s mobile app is lagging behind competitors in terms of user-friendliness, your first step should be to upgrade it to current industry standards. Moreover, each step should be evaluated with customer feedback to ensure it’s meeting expectations.</p> <p><strong>3. Focus on employee training to create a customer-obsessed culture.</strong></p> <p>Employees play a crucial role in delivering excellent customer service. They are either the first point of contact for customers or responsible for solving their specific pain points. You can boost your CX efforts by training the workforce to be customer-focused. Train your team on how to provide personalized services, <a href="https://inmoment.com/blog/manage-online-reputation/">manage online reputation</a> with timely responses, and handle customer concerns with empathy. </p> <p><strong>4. Leverage technology for consistency and efficiency.</strong></p> <p>With customers preferring faster and more efficient service, it’s essential for banks to utilize technology to meet their growing expectations. AI-powered solutions, such as InMoment’s advanced analytics, can accelerate CX transformation by analyzing large volumes of customer feedback at scale. By handling repetitive analytical tasks for you, these tools allow your human agents to focus on building meaningful relationships with customers.</p> <p><strong>5. Continuously monitor and improve customer satisfaction through measurement.</strong></p> <p>Once the initial changes are in place, it’s crucial to continuously monitor customer satisfaction and make adjustments as needed. This is where it can help to keep an eye on customer sentiment and opinions on social media. </p> <section id="section-block_b88764371f7cd189773d6480e3979888" class="block-section rounded-xl px-4 mb-12 bg-marlin bg-cover bg-center bg-no-repeat default" style=" "> <div class="py-20px"> <div class="container"> <p>InMoment’s <a href="https://inmoment.com/blog/brand-reputation-management/">brand reputation management</a> tools help track customer sentiment in real time and identify new areas for improvement. This analysis will enable you to create a feedback loop with customers to ensure you are continuously meeting their evolving needs.</p> </div> </div> </section> <h3 class="wp-block-heading">How Banks are Using Customer Data for Personalized Experiences?</h3> <p>AI-powered systems have enabled personalization for businesses across various industries, including financial services. The ability to process volumes of customer data to quickly capture trends and insights has transformed the way banks service their clients.</p> <p>Learning from customer behavior enables banks to provide tailored services to customers, including:</p> <ul class="wp-block-list"> <li><strong>Personalized financial product recommendations </strong>like loans, credit cards, or investment options based on analysis of the customer’s spending habits and financial goals.</li> </ul> <ul class="wp-block-list"> <li><strong>Customized offers </strong>such as personalized discounts, cash-back rewards, or special interest rates based on individual customer profiles.</li> </ul> <ul class="wp-block-list"> <li><strong>Targeted financial advice </strong>in the form of budgeting tips or investment strategies tailored to the customer’s financial portfolio and goals.</li> </ul> <ul class="wp-block-list"> <li><strong>Community spaces</strong> in physical bank branches designed to cater to customers’ lifestyles and work-related needs, like remote work, business meetings, or lounging.</li> </ul> <ul class="wp-block-list"> <li><strong>Custom notifications and alerts </strong>for spending activity or fraud detection based on real-time monitoring of individual customer accounts.</li> </ul> <p>For instance, Virgin Money allows its customers to access lounges. This is a space where they can meet with others, work, or simply relax, all while fulfilling their banking needs. This service, alongside its effective use of customer insights through its partnership with InMoment, has positioned the bank to stand out against competitors. Many people view it as a brand capable of delivering personalized experiences that make customers feel valued and heard. </p> <p>In fact, after launching its customer success program, Virgin Money’s response rates grew by 13%. Its relationship NPS (a metric that focuses on long-term relationships between customers and businesses) doubled year-on-year.</p> <p>Therefore, banks can better anticipate customer needs and build deeper relationships by investing in personalization and data-driven approaches.</p> <h2 class="wp-block-heading">How Banks Should Measure Customer Experience?</h2> <p>Banks should measure customer experience by identifying key performance indicators (KPIs) that reflect customer engagement and satisfaction. Here are some of the most common <a href="https://inmoment.com/blog/customer-experience-kpis-metrics/">customer experience KPIs</a> and methods used in this process:</p> <ul class="wp-block-list"> <li><strong>Net Promoter Score (NPS)</strong>: NPS is commonly used by banks to measure customer loyalty and the likelihood of customers recommending the bank to others. A high NPS score indicates strong customer satisfaction and brand advocacy.</li> <li><strong>Customer Satisfaction Score (CSAT)</strong>: CSAT measures how satisfied customers are with specific interactions or experiences. Banks can use CSAT scores to gain insights into customer experiences at key touchpoints like branch visits, customer support, or digital transactions.</li> <li><strong>Customer Effort Score (CES)</strong>: CES evaluates how easy it is for customers to complete banking tasks, such as paying a bill online or filling out a loan application form. A lower effort score typically translates into higher satisfaction, as customers appreciate frictionless and smooth experiences.</li> </ul> <p>Along with looking at these KPIs, banks can also rely on feedback forms and surveys to gain a deeper understanding of <a href="https://inmoment.com/blog/customer-sentiment/">customer sentiment</a>. The main goal should be to create customer feedback loops that allow banks to monitor behaviors and make informed decisions. This way banks can further improve their CX strategy.</p> <h2 class="wp-block-heading">How to Select the Right CX Software to Manage Banking Experience</h2> <p>Choosing the right CX software is essential for effectively managing and improving customer experiences in banking. Here are a few features to look for when investing in the right platform to boost your CX efforts:</p> <ul class="wp-block-list"> <li><strong>Omnichannel data collection</strong>: Your CX software should be able to capture customer feedback from various touchpoints. Touchpoints can be in-branch experiences, mobile apps, websites, and customer support interactions. This provides a holistic view of the customer journey and ensures you don’t overlook any aspect of the customer experience.</li> <li><strong>Real-time feedback and analytics</strong>: Software that provides real-time data collection and analytics empowers your bank to address customer concerns immediately, track evolving trends, and make timely adjustments to improve service.</li> <li><strong>Personalization</strong>: The ability to personalize services based on customer data is critical for driving loyalty and retention in this age. The software should help banks offer tailored advice and recommendations by analyzing customer behavior and preferences.</li> <li><strong>Integrations</strong>: A good CX platform should easily integrate with your bank’s existing systems. These integrations can include your customer relationship management (CRM) and marketing automation. This ensures that customer data is accessible and actionable across departments, which encourages consistent service delivery.</li> <li><strong>Actionable reporting and insights</strong>: The software should offer comprehensive reporting tools that provide actionable insights. Clear, easy-to-understand reports will help your bank quickly identify trends, pain points, and opportunities for improvement.</li> </ul> <h3 class="wp-block-heading">Transform Your Banking Experience with InMoment</h3> <p>Customers have growing expectations from their banks. Data suggests that they won’t hesitate to switch allegiances if their needs aren’t met. With the help of InMoment’s CX platform, your bank can rise above the competition by delivering personalized and seamless customer experiences. </p> <p>Our award-winning AI and reputation management tools will empower you to consistently track and enhance your customers’ perceptions of your brand. Schedule a <a href="https://inmoment.com/demo/">demo</a> today to revolutionize your financial services and boost key business metrics.</p> <section id="block_6e72c3e4f9a2d01279712604f59f610b" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">References <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p><span style="font-weight: 400;">McKinsey & Company. Five ways to drive experience-led growth in banking (</span><i><span style="font-weight: 400;">https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/five-ways-to-drive-experience-led-growth-in-banking</span></i><span style="font-weight: 400;">). Accessed 10/14/2024.</span></p> <p><span style="font-weight: 400;">Zendesk. 35 customer experience statistics to know for 2024 (</span><i><span style="font-weight: 400;">https://www.zendesk.com/blog/customer-experience-statistics</span></i><span style="font-weight: 400;">). Accessed 10/16/2024.</span></p> </details></section> <div class="author-section mt-100px"> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=Customer%20Experience%20in%20Banking%3A%20A%20Guide%20to%20Improve%20Trust%20%26%20Satisfaction&url=https%3A%2F%2Finmoment.com%2Fblog%2Fcustomer-experience-in-banking%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-89939 desc-linkedin-89939" role="img"> <title id="title-linkedin-89939"> LinkedIn </title> <desc id="desc-linkedin-89939"> Share on LinkedIn </desc> <use xlink:href="#linkedin-square"></use> </svg> <span class="screen-reader-text">Share on LinkedIn</span> </a> </li> <li class="social-icon"> <a 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2.9375 3.8125H4.0625C4.36719 3.8125 4.625 4.07031 4.625 4.375V5.5C4.625 5.82812 4.36719 6.0625 4.0625 6.0625H2.9375C2.60938 6.0625 2.375 5.82812 2.375 5.5V4.375ZM3.875 5.3125V4.5625H3.125V5.3125H3.875ZM13.625 4.5625C13.8125 4.5625 14 4.75 14 4.9375C14 5.14844 13.8125 5.3125 13.625 5.3125H6.125C5.91406 5.3125 5.75 5.14844 5.75 4.9375C5.75 4.75 5.91406 4.5625 6.125 4.5625H13.625ZM13.625 8.3125C13.8125 8.3125 14 8.5 14 8.6875C14 8.89844 13.8125 9.0625 13.625 9.0625H6.125C5.91406 9.0625 5.75 8.89844 5.75 8.6875C5.75 8.5 5.91406 8.3125 6.125 8.3125H13.625ZM13.625 12.0625C13.8125 12.0625 14 12.25 14 12.4375C14 12.6484 13.8125 12.8125 13.625 12.8125H6.125C5.91406 12.8125 5.75 12.6484 5.75 12.4375C5.75 12.25 5.91406 12.0625 6.125 12.0625H13.625ZM4.0625 7.5625C4.36719 7.5625 4.625 7.82031 4.625 8.125V9.25C4.625 9.57812 4.36719 9.8125 4.0625 9.8125H2.9375C2.60938 9.8125 2.375 9.57812 2.375 9.25V8.125C2.375 7.82031 2.60938 7.5625 2.9375 7.5625H4.0625ZM3.125 8.3125V9.0625H3.875V8.3125H3.125ZM2.375 11.875C2.375 11.5703 2.60938 11.3125 2.9375 11.3125H4.0625C4.36719 11.3125 4.625 11.5703 4.625 11.875V13C4.625 13.3281 4.36719 13.5625 4.0625 13.5625H2.9375C2.60938 13.5625 2.375 13.3281 2.375 13V11.875ZM3.875 12.8125V12.0625H3.125V12.8125H3.875Z" fill="#001D30" /> </svg> <span class="uppercase text-hammerhead text-[10px] font-semibold ">In this Post</span> </h4> <b> <div class="table-of-contents ml-6"><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-is-customer-experience-in-banking" data-target="what-is-customer-experience-in-banking">What is Customer Experience in Banking?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-improve-customer-experience-in-banking" data-target="how-to-improve-customer-experience-in-banking">How to Improve Customer Experience in Banking?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#popular-customer-experience-trends-in-banking" data-target="popular-customer-experience-trends-in-banking">Popular Customer Experience Trends in Banking</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#examples-of-banks-with-the-best-customer-experience" data-target="examples-of-banks-with-the-best-customer-experience">Examples of Banks with the Best Customer Experience</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#managing-a-customer-experience-transformation-in-banking" data-target="managing-a-customer-experience-transformation-in-banking">Managing a Customer Experience Transformation in Banking</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-banks-should-measure-customer-experience" data-target="how-banks-should-measure-customer-experience">How Banks Should Measure Customer Experience?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-select-the-right-cx-software-to-manage-banking-experience" data-target="how-to-select-the-right-cx-software-to-manage-banking-experience">How to Select the Right CX Software to Manage Banking Experience</a></div> </b> </div> <div class="row-start-5 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-1"> <section id="conditional-block_0fc61edea00ce4c3fc9af8fdc3ccea7b" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/05/improve-image-07-300x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Watch the Video – Get More Out of Your CX Program </h3> <p class="paragraph text-stingray text-[12px]"> Watch this demo video to see how InMoment’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac120cb7" class="block-hubspot-form hs-form-outer hs-form-zifc-hide " data-chili="" data-form-id="a1033607-ecb4-4b56-9f65-62488994b393" >  <div class=" modal fade modal-video video-content-487806312hubspot-form-674afac120cb7" id="video-modal-487806312 hubspot-form-674afac120cb7" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-487806312hubspot-form-674afac120cb7" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="Customer Feedback video" src="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac120cb7" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title hero-cta ">Get More Out of Your CX Program</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac120cb7"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div 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.block-hubspot-form').classList.add('to-video'); var submittedMessages = document.querySelectorAll('.submitted-message'); submittedMessages.forEach(function(submittedMessage) { submittedMessage.classList.add('hidden'); }); } function gotoScorecard(data) { var baseURL = ''; var thankYouURLParams = []; thankYouURLParams['first_name'] = data.submissionValues.firstname ? data.submissionValues.firstname : ''; thankYouURLParams['last_name'] = data.submissionValues.lastname ? data.submissionValues.lastname : ''; thankYouURLParams['email'] = data.submissionValues.email ? data.submissionValues.email : ''; thankYouURLParams['phone_number'] = data.submissionValues.phone ? data.submissionValues.phone : '5555555555'; thankYouURLParams = Object.entries(thankYouURLParams); var queryString = thankYouURLParams.map(([key, value]) => `${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&'); var finalThankyouURL = `${baseURL}?${queryString}&suppress_fields`; window.open(finalThankyouURL, '_blank'); } // Returns the redirect URL needed for the Hubspot form function generateThankYouURL(customURL, formType, gatedContentType, gatedAsset, $form) { // Check if custom Thank You URL is needed if (!customURL) { var baseURL = 'https://inmoment.com/thank-you/?'; var thankYouURLParams = []; if (formType === 'gated') { if (gatedContentType === 'pdf') { thankYouURLParams['type'] = 'asset'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'video') { thankYouURLParams['type'] = 'video'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'popupVideo') { return false; } else if (gatedContentType === 'contentReveal') { return false; } else if (gatedContentType === 'heroCTAPopupVideo') { return false; } else if (gatedContentType === 'footerCTAPopupVideo') { return false; } else if (gatedContentType === 'popupPdf') { return false; } //console.log('gatedAsset 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heroCTAPopupVideoXLink.click(); } heroCTAPopupVideoFormWrap.querySelector('.block-hubspot-form').classList.remove('to-video'); /* heroCTAPopupVideoFormWrap.classList.add('hidden'); heroCTAPopupVideoOverlay.classList.remove('reveal'); if(heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); */ }); heroCTAPopupVideoOverlay.addEventListener('click', function() { if(event.target === heroCTAPopupVideoOverlay) { heroCTAPopupVideoXLink.click(); } }); } }); }); })(); // End of heroCTAPopupVideo IIFE </script> <div class="form_target"></div> <div class="hidden form-to-video-wrapper hero-cta "> <button type="button" class="play-btn modal-trigger form-to-video bg-tsunami hero-cta " data-toggle="modal" data-target=".video-content-487806312hubspot-form-674afac120cb7" data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac120cb7">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-231x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Unlock Expert Guidance on Today’s CX Challenges & Opportunities </h3> <p class="paragraph text-stingray text-[12px]"> From proving ROI and navigating budget constraints to adopting AI and creating seamless omnichannel experiences, these challenges are shaping the future of customer experience. In this report, discover actionable insights and recommendations from our CX experts to help you overcome these obstacles and drive growth. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac1229fc" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac1229fc" id="video-modal-0 hubspot-form-674afac1229fc" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac1229fc" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" alt="Cover of CX Trends and Challenges Report" width="810" height="1052"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">Unlock Expert Guidance on Today’s CX Challenges & Opportunities</h3> <div class="more-content"> <p><span>Whether you’re struggling with limited resources, data fragmentation, or evolving customer expectations, this guide offers the expert advice you need to elevate your CX strategy. 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class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">October 23, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">October 23, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Barbara Wharton</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">17 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac127bf7" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac127bf7" id="video-modal-0 hubspot-form-674afac127bf7" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac127bf7" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac127bf7"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac127bf7) { var gatedContentType = 'popupPdf'; 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But, in order to capture actionable data from customers, it’s worth thinking about the right questions to ask them. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded overflow-hidden aspect-video relative"> <img width="724" height="482" src="https://inmoment.com/wp-content/uploads/2024/10/Customer_Feedback_Questionnare_Selection.jpg" class="absolute inset-0 object-cover wp-post-image" alt="Customer selecting emoji to reflect experience on questionnaire." loading="eager" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2024/10/Customer_Feedback_Questionnare_Selection.jpg 724w, https://inmoment.com/wp-content/uploads/2024/10/Customer_Feedback_Questionnare_Selection-300x200.jpg 300w" sizes="(max-width: 724px) 100vw, 724px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation.</p> <h2 class="wp-block-heading">What is a Customer Feedback Questionnaire?</h2> <p>A customer feedback questionnaire is a set of structured questions that aims to collect information from customers about their experience, opinions, and thoughts about your product or service. These questionnaires can take several different forms, but the main goal is to understand customer feelings toward your business. For instance, a <a href="https://inmoment.com/blog/customer-satisfaction-survey/">customer satisfaction survey</a> presents a list of specific questions to customers to gauge their satisfaction levels with your brand.</p> <h3 class="wp-block-heading">Why is Asking the Right Customer Feedback Questions Important?</h3> <p>A customer feedback questionnaire is only as good as the questions it presents to customers. Low-effort and vague questions will either yield basic responses or be ignored by potential respondents altogether. Here is why asking the right feedback questions is crucial for your business:</p> <ol class="wp-block-list"> <li><strong>They provide relevant and targeted insights. </strong>Good questions attempt to collect feedback on specific aspects of the experience of a certain customer profile. The targeted nature of these questions makes it easier for respondents to explain their pain points and how their experience can be improved.</li> <li><strong>They improve survey response rates. </strong>Clear and specific questions are easier for customers to understand and answer, which helps reduce fatigue and improve response rates.</li> <li><strong>They help collect actionable feedback to guide customer experience strategy. </strong>High-quality questions with a clear purpose behind them can capture actionable insights from customers. Survey respondents like to provide suggestions on improving their experience, especially when they feel the questions are relevant to them.</li> </ol> <p>Knowing the right questions to ask can positively impact your customer relationships, but designing good questionnaires is certainly a challenge.</p> <figure class="wp-block-image size-full"><img decoding="async" width="800" height="450" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/09/Zero_Call_Resolution_Active_Listening.gif" alt="InMoment survey utilizing Active Listening to get more actionable customer feedback" class="wp-image-84400"/></figure> <p>With the help of InMoment’s AI-Powered <a href="https://inmoment.com/listen/">Active Listening</a>™, you can leverage the power of award-winning generative AI to intelligently listen and respond to customers in real-time. By learning and adapting to customer feedback, the AI agent can ask better questions. This helps gather useful insights without tiring respondents.</p> <h2 class="wp-block-heading">Types of Questions in a Customer Feedback Questionnaire</h2> <p>The most effective customer feedback questionnaires feature several different types of questions to help you gather comprehensive and actionable insights. From easy-to-answer ranking questions to open-ended queries, each question type has its unique strengths that can add value to the feedback you collect.</p> <h3 class="wp-block-heading">1. Multiple-choice questions</h3> <p>Multiple-choice <a href="https://inmoment.com/blog/customer-survey-questions/">customer survey questions</a> present respondents with a question and a set of predefined answer options from which to select. This format is ideal for quickly gathering standardized data, which allows for easy analysis and comparison. These questions also help identify trends in customer behavior and easily compare satisfaction levels across various customer segments or time periods.</p> <h3 class="wp-block-heading">2. Open-text questions</h3> <p>Open-ended customer survey questions allow respondents to answer in their own words, which is a great way to collect valuable qualitative insights. These questions are particularly helpful when you want more detailed feedback or when customers need to elaborate on their experiences. They also provide crucial context and reasoning behind your customers’ quantitative scores.</p> <p>While open-text questions provide rich data, analyzing them can be time-consuming. InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses.</p> <h3 class="wp-block-heading">3. Likert Scale Questions</h3> <p><a href="https://inmoment.com/blog/likert-scale/">Likert scale</a> questions ask respondents to rate their level of agreement or satisfaction, typically on a 5-point or 7-point scale. This question type is excellent for measuring attitudes or perceptions about specific products or services. For instance, you can easily track changes in customer attitudes toward your website design by looking at how much more or less they agree with its user-friendliness over time.</p> <h3 class="wp-block-heading">4. Ranking/Order Questions</h3> <p>Ranking questions ask respondents to rank items in order of preference or importance. This question type helps to identify which factors matter most to your customers. Therefore, this is the ideal question to use if you want a quick sense check on whether you’re prioritizing the right product features or services. It will also help inform strategy on which improvements to make based on potential impact on customer experience.</p> <h3 class="wp-block-heading">5. Drop-Down Questions</h3> <p>Drop-down questions are similar to multiple-choice questions but provide a list of answers in a drop-down menu format. This format can help keep questionnaires concise and prevent <a href="https://inmoment.com/blog/survey-fatigue/">survey fatigue</a> for respondents. If you have a clear list of predefined response options for certain queries and want to capture specific information, drop-down questions can add variety and value to your surveys.</p> <figure class="wp-block-image size-full"><img decoding="async" width="568" height="382" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Build_Customer_Questionnaire_Survey.png" alt="Building a quick survey questionnaire with InMoment." class="wp-image-85547" srcset="https://inmoment.com/wp-content/uploads/2024/10/Build_Customer_Questionnaire_Survey.png 568w, https://inmoment.com/wp-content/uploads/2024/10/Build_Customer_Questionnaire_Survey-300x202.png 300w" sizes="(max-width: 568px) 100vw, 568px" /></figure> <p><strong>Effortless Surveys with Pre-Built Questionnaires</strong></p> <p>Creating a customer feedback survey can be overwhelming with so many options available. Finding the best way to present a questionnaire that’s both user-friendly and efficient can also be time-consuming. That’s why InMoment offers pre-built surveys tailored to your industry, helping you save time and collect customer feedback immediately.</p> <h2 class="wp-block-heading">Customer Feedback Questionnaire Examples</h2> <p>In this section, we will look at examples of good questions to include in your customer feedback questionnaire to capture relevant and useful information. From getting to know the customer better to industry-specific queries, these examples provide inspiration for consistently collecting high-quality feedback.</p> <h3 class="wp-block-heading">Questions to know your customers better</h3> <p>The best way to start collecting meaningful <a href="https://inmoment.com/blog/customer-feedback/">customer feedback</a> is to understand the exact user persona you are targeting with your product or service. You can start doing so with the help of the following questions:</p> <p><strong>1. What is your primary goal when using our product or service?</strong><br>This question helps you understand the customer’s expectations. What compelled them to turn to your product or service? What are they hoping to accomplish by interacting with your business? The responses can help you better align your offerings with customer needs.</p> <p><strong>2.</strong> <strong>How frequently do you use our product/service?</strong><br>Knowing how often customers engage with your product helps identify potentially loyal customers or those who may need more support to get the most out of your business.</p> <p><strong>3. Are you satisfied with the pricing of our product/service?</strong><br>The responses to this question will help you understand if you’re targeting the right customers with your pricing model. It will also highlight any gaps between your business goals and customer expectations.</p> <p><strong>4. What concerns, if any, do you have about our product/service?</strong><br>This question addresses potential areas of concern related to your brand that might make your customers uncomfortable. Understanding these concerns and resolving them immediately goes a long way toward converting prospects and improving customer relationships.</p> <p><strong>5. How would you describe your overall experience with our product/service?</strong> <br>This question attempts to capture general thoughts from existing customers on how well your product/service is helping them achieve their goals. It can be presented as part of a Likert scale survey (rate your experience on a scale of 0-10) or in the form of an open-text question.</p> <h3 class="wp-block-heading">Questions to evaluate overall customer satisfaction</h3> <p>The following questions can help you determine the <a href="https://inmoment.com/blog/csat-customer-satisfaction/">CSAT</a> score for your business by evaluating overall customer satisfaction:</p> <p><strong>6. How would you rate your overall experience with our business?</strong><br>Ask customers to rate their experience across their journey with your business so far.</p> <p><strong>7. Is there anything additional you’d like to share regarding your interaction with our business/product/service/?</strong><br>This open-text question allows for further context and detail regarding the customer’s experience with your product/service.</p> <p><strong>8. What is one improvement we could make to enhance your experience with our company/product?</strong><br>By narrowing down your question to a single improvement, you are likely to elicit high-priority feature requests from respondents. </p> <p><strong>9.</strong> <strong>What recommendations would you provide to help us improve our product/service?</strong><br>Encouraging suggestions from your customers will help you pinpoint areas for improvement and opportunities to stand out in the market.</p> <p><strong>10. On a scale of 1 to 10, how would you rate your satisfaction with our product/service?</strong><br>A numerical rating will help you quantify customer satisfaction and identify patterns in satisfaction levels.</p> <p><strong>11. How likely are you to recommend our product/service to a friend or family member?</strong><br>This question, often presented in a <a href="https://inmoment.com/blog/net-promoter-score/">Net Promoter Score</a> (NPS) survey, helps measure customer loyalty. With 77% of customers willing to recommend a brand based on positive customer experience, the responses here will also give you some insight into how well you’re delivering on your CX goals!</p> <p><strong>12.</strong> <strong>Do you have any additional feedback or suggestions to help us enhance our product/service?</strong><br>You can use this question as a final request for insights and suggestions from customers before completing the survey.</p> <h3 class="wp-block-heading">Questions for improving marketing strategy</h3> <p>Understanding how customers discovered your business and why they chose your product over competitors can help you with marketing and <a href="https://inmoment.com/blog/brand-reputation-management/">brand reputation management</a>. Here are a few questions for inspiration:</p> <p><strong>13. How did you hear about our company?</strong><br>Customers discover your business through various channels, from their colleagues to social media posts. Collecting this information provides insights into which marketing channels or referral methods can be the most effective for you.</p> <p><strong>14. Have you used a similar product/service in the past?</strong><br>If prospects or existing customers have previously interacted with your competitors, you gain useful context into how you can make yourself stand out. </p> <p><strong>15.</strong> <strong>What made you choose our product/service over other options?</strong><br>This is where you gain insight into any competitive edge you may have in the market. If a customer has used a product like yours in the past and is now interacting with you, there is a good chance that your business is addressing an unfulfilled need for them.</p> <p><strong>16. Did any reviews, testimonials, or influencer endorsements impact your decision to try our product/service?</strong><br>This question attempts to gain insight into your public image and how much of a role it plays in boosting customer acquisition and revenue.</p> <h3 class="wp-block-heading">Industry-specific customer feedback questions</h3> <p>While there are some excellent general satisfaction questions you can ask, customers appreciate it when you collect feedback relevant to the exact industry. It shows that you aren’t asking questions for the sake of it and are invested in improving the <a href="https://inmoment.com/blog/customer-experience/">customer experience</a>.</p> <h4 class="wp-block-heading"><strong>Customer Feedback Questionnaire for Banks and</strong> <strong>Financial Services</strong></h4> <ol start="5" class="wp-block-list"> <li>How would you rate your satisfaction with the process of applying for our banking services?</li> <li>How satisfied are you with the clarity and openness of our financial products and/or services?</li> <li>Did our services align with your financial objectives and expectations?</li> </ol> <h4 class="wp-block-heading"><strong>Healthcare Questionnaire</strong></h4> <ol start="8" class="wp-block-list"> <li>How satisfied were you with the quality of care provided by our doctors and nurses?</li> <li>How would you rate the cleanliness and hygiene standards of our facility?</li> <li>Does the ease and process of booking an appointment meet your expectations?</li> <li>How would you rate the communication you received from our hospital staff?</li> </ol> <h4 class="wp-block-heading"><strong>Customer Feedback Questionnaire for Restaurants</strong></h4> <ol start="12" class="wp-block-list"> <li>On a scale of 0-5, how would you rate your recent dining experience at our restaurant?</li> <li>Was the ambiance in our restaurant in line with your expectations?</li> <li>How would you evaluate the quality of the food and drinks during your visit?</li> <li>Were you satisfied with the level of service provided by our waiting staff?</li> <li>Were there any specific dishes or menu items that made an impression on you?</li> </ol> <h4 class="wp-block-heading"><strong>E-commerce Questionnaire</strong></h4> <ol start="17" class="wp-block-list"> <li>Were you satisfied with how easy it was to navigate our website and find the items you were looking for?</li> <li>How would you rate your satisfaction with the payment and checkout experience?</li> <li>Did the delivery and packaging of your purchase align with your expectations?</li> <li>How would you rate your satisfaction with the speed and dependability of our shipping service?</li> </ol> <h4 class="wp-block-heading"><strong>Real Estate Questionnaire</strong></h4> <ol start="21" class="wp-block-list"> <li>How satisfied were you with the process of finding and viewing properties through our service?<br></li> <li>How would you rate the professionalism and communication of our real estate agents?<br></li> <li>Were you happy with the clarity and transparency of the contract terms?<br></li> <li>How satisfied are you with the overall experience of purchasing or renting a property through us?<br></li> <li>How likely are you to recommend our real estate services to friends or colleagues?</li> </ol> <h4 class="wp-block-heading"><strong>Software Questions</strong></h4> <ol start="26" class="wp-block-list"> <li>How would you rate your overall satisfaction with the ease of using our software?<br></li> <li>How satisfied are you with the level of technical support provided by our team?<br></li> <li>How would you rate the product’s performance in terms of speed and reliability?<br></li> <li>Did our software meet your business needs and expectations?<br></li> <li>How likely are you to recommend our software/platform to others in your industry?</li> </ol> <h4 class="wp-block-heading"><strong>Education Questions</strong></h4> <ol start="31" class="wp-block-list"> <li>How satisfied are you with the quality of the instruction and the course materials provided?</li> <li>How would you evaluate the accessibility and availability of the resources offered?</li> <li>On a scale of 1-10, how would you rate the level of support provided to you throughout this course?</li> <li>Would you recommend this course to others interested in the subject?</li> </ol> <h4 class="wp-block-heading"><strong>Automotive Questions</strong></h4> <ol start="35" class="wp-block-list"> <li>How satisfied were you with the leasing process at our dealership?<br></li> <li>How would you rate the quality of service during your recent vehicle maintenance?<br></li> <li>Were you satisfied with the knowledge and assistance provided by our sales staff?<br></li> <li>How would you rate the value for money of the vehicle you purchased or leased?<br></li> <li>How likely are you to recommend our dealership to others?</li> </ol> <h4 class="wp-block-heading"><strong>Customer Feedback Questionnaire for Hotels</strong></h4> <ol start="40" class="wp-block-list"> <li>How would you rate your overall satisfaction with your recent stay at our hotel?</li> <li>How satisfied were you with the upkeep and cleanliness of your room?</li> <li>Did the amenities offered meet your expectations?</li> <li>How would you rate your experience with the check-in and check-out process?</li> <li>On a scale of 1-5, how likely are you to recommend our hotel to others?</li> </ol> <h3 class="wp-block-heading">Questions to assess customer support performance</h3> <p>From improving the <a href="https://inmoment.com/blog/contact-center-experience/">contact center experience</a> to understanding customer expectations on a deeper level, the following questions help you analyze your customer support efforts:</p> <p><strong>1.</strong> <strong>How would you rate the communication you received from our customer support team?</strong><br>Responses to this question provide insight into the clarity, tone, and professionalism of your support teams.</p> <p><strong>2. How satisfied were you with the timeliness of our customer service response?</strong><br>This question helps you evaluate response times and if they require significant improvement.</p> <p><strong>3.</strong> <strong>How helpful did you find our customer service representatives to be?</strong><br>Collect feedback on the value provided by customer support, including the knowledge and responsiveness of the representatives.</p> <p><strong>4.</strong> <strong>How would you rate your overall experience with our customer support team?</strong><br>A general question to capture the customer’s satisfaction with the entire interaction.</p> <p><strong>5.</strong> <strong>Was your issue resolved to your satisfaction?</strong><br>45% of customers want their issues resolved in the first interaction. Therefore, a question like this highlights your customer support team’s ability to address problems effectively so that you can make adjustments if necessary.</p> <h3 class="wp-block-heading">Questions to test a new feature</h3> <p>The following questions help you make customer-centric decisions on releasing a new feature for your product or service:</p> <p><strong>1.</strong> <strong>If we released this new feature, would you be willing to test it?</strong><br>This question helps you get a general idea of customer interest in product updates and new features.</p> <p><strong>2.</strong> <strong>Does this new feature solve a specific problem for you?</strong><br>This is an opportunity to test the waters and see how well your feature will be received by customers once it is released.</p> <p><strong>3. Would you recommend our product based on this new feature to others?</strong><br>This question will help determine if your new feature is adding enough value to your product to make it appealing to prospects.</p> <p><strong>4. What improvements would you suggest for this new feature?</strong><br>Collecting feedback for improvements ensures you maintain a customer-centric approach to product development.</p> <p><strong>5. On a scale of 0-10, how relevant is this feature to your experience with our product?</strong><br>Ask customers to rate the relevancy of this potential update to their interaction with your product.</p> <h2 class="wp-block-heading">Customer Feedback Questionnaire Best Practices</h2> <ol class="wp-block-list"> <li><strong>Design your questionnaires with purpose. </strong>Ask yourself why sending out a survey to customers at this point in time is so important to you. By clearly identifying your goals and desired outcomes, you can ask more targeted questions that are likely to provide the precise insights you’re looking for.</li> <li><strong>Keep the questionnaire short and focused. </strong>Avoid long or overly complex questionnaires. A hallmark of good <a href="https://inmoment.com/blog/survey-design/">survey design</a> is a set of short and specific questions focusing on key areas of concern or improvement. A survey that takes no more than five minutes to complete also reduces the risk of respondent fatigue.</li> <li><strong>Send questionnaires at the right time for maximum impact. </strong>Timing is crucial for maximizing response rates and addressing concerns before it’s too late. Send surveys after key touchpoints, like a product purchase, customer support interaction, or cancellation of a service, to collect feedback while the experience is still fresh for the customer.</li> <li><strong>Utilize various types of questions. </strong>A detailed response to an open-text question will provide different insight than a multiple-choice question response. By leveraging various types of questions in your survey, you can collect both quantitative and qualitative feedback that gives you a better overview of customer behavior.</li> <li><strong>Ensure consistency with rating scales. </strong>If a customer responds to a rating scale question featuring the least to most satisfied order, they will expect the same order throughout the survey. Mixing up the order will only create confusion and yield inaccurate insights.</li> <li><strong>Select the right channels for sending surveys. </strong>A guaranteed way to improve response rates is to choose the right distribution method according to customer activity. For instance, if your customers are mainly active on social media, sending survey requests via email would be a waste of your time. Customizing your distribution method to your customers’ online habits will help boost engagement and response rates.</li> <li><strong>Test your questionnaire before sending it out. </strong>Don’t treat your survey as a hopeful shot in the dark. Test it with your staff members or a small group of participants to ensure it checks all the boxes for a good questionnaire that will engage your customers without making them feel intimidated.</li> <li><strong>Check-in with respondents. </strong>If your questionnaire collects information like email addresses, use that information to contact respondents and follow up with them. Express your gratitude for their feedback and assure them that their concerns will be resolved at the earliest.</li> </ol> <h2 class="wp-block-heading">Customer Feedback Questionnaire Sucess Stories</h2> <p>Utilizing customer feedback questionnaires as part of your CX strategy can have a positive impact on customer satisfaction and retention. The following examples demonstrate how businesses have leveraged surveys to transform their customer relationships:</p> <p><strong>Juniper </strong><br><a href="https://inmoment.com/customer-stories/juniper-conversational-survey/" data-type="link" data-id="https://inmoment.com/customer-stories/juniper-conversational-survey/">Juniper Networks</a>, a global leader in network management software, was struggling to effectively collect feedback from its 30,000+ enterprise clients. The underlying cause was a lengthy feedback system that was neither mobile-friendly nor good at asking targeted questions. </p> <p>However, through its partnership with InMoment, Juniper managed to reduce its survey length by 70% and optimize its questionnaires for mobile use. As a result, it witnessed a 10x boost in survey responses, which in turn enabled it to collect actionable insights, resulting in 62% faster issue resolution for customers.</p> <p><strong>Metro Bank</strong><br><a href="https://inmoment.com/customer-stories/metro-bank-inmoment-creating-lifelong-fans-not-customers/">Metro Bank</a> was able to stand out from its competition by making the most of its customer feedback questionnaires. By leveraging InMoment’s Active Listening™ tool and strategically relocating surveys within its app, the British bank improved its survey response rate and the quality of feedback it was collecting. </p> <p>The impact on Metro Bank’s business metrics shows that the approach paid off, with a 5% increase in revenue and a growth in the number of customer accounts to three million.</p> <p><strong>St. Luke’s Medical Center</strong><br>St. Luke’s, a private healthcare facility based in the Philippines, revolutionized its <a href="https://inmoment.com/blog/patient-feedback/">patient feedback</a> management by understanding the importance of good survey design. One of the biggest challenges it faced was a delay in receiving feedback, which made it difficult to address patient concerns in a timely manner.</p> <p>After teaming up with InMoment, <a href="https://inmoment.com/customer-stories/inmoment-st-lukes-medical-center-revolutionizing-the-patients-experience-through-real-time-care/">St. Luke’s</a> was able to connect customer feedback questionnaires to their CX platform for prompt issue resolution. Every time they receive a complaint, an email alert triggers a response from dedicated staff who address patient concerns right away. </p> <p>This enhanced approach helped St. Luke’s collect 40,000+ responses and boost its patient satisfaction score to 8.4/10.</p> <p>“<em>If I could go back in time and do one thing differently at the beginning of our patient experience program, it would be partnering with InMoment sooner.</em>”</p> <p>– Dr Narciso Jr. S. Navarro</p> <h2 class="wp-block-heading">Customer Feedback Questionnaire Software</h2> <p>The right <a href="https://inmoment.com/survey-software-for-customer-experience/">survey software for customer experience</a> will make it easier for you to build, send, and track customer feedback questionnaires. With the help of such a platform, you can:</p> <ul class="wp-block-list"> <li><strong>Easily create custom surveys </strong>by using templates and customization options that fit your specific business needs. For instance, you should be able to customize surveys in multiple languages to cater to a global audience or choose from various types of questions for comprehensive feedback collection.</li> <li><strong>Distribute surveys across various channels </strong>to reach customers where they spend the most time and enhance your response rates. The ideal software should allow customers to access your surveys through different mediums, including in-app, email, SMS, and links/QR codes.</li> <li><strong>Track and analyze responses in real-time </strong>to ensure you never miss a trend or opportunity for improvement. Instant analytics that helps you track metrics like NPS or response counts and provide an overview of <a href="https://inmoment.com/blog/customer-sentiment/">customer sentiment</a> helps you tweak your CX strategy accordingly.</li> </ul> <p><strong>Automate the creation of feedback loops </strong>to immediately address customer concerns and enhance satisfaction levels. Automated responses to feedback, like a follow-up question or a note of gratitude, help create feedback loops that make it easier to engage customers and make them feel valued.</p> <figure class="wp-block-image size-full"><img decoding="async" width="600" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Customer_Feedback_Questionnaire_Design.png" alt="CX Manager created a customer feedback questionnaire." class="wp-image-85576" srcset="https://inmoment.com/wp-content/uploads/2024/10/Customer_Feedback_Questionnaire_Design.png 600w, https://inmoment.com/wp-content/uploads/2024/10/Customer_Feedback_Questionnaire_Design-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Customer_Feedback_Questionnaire_Design-150x150.png 150w" sizes="(max-width: 600px) 100vw, 600px" /></figure> <h2 class="wp-block-heading">Get Actionable Insights from Customer Feedback with InMoment</h2> <p>A customer feedback questionnaire featuring relevant and targeted questions is crucial to collecting insightful feedback. InMoment’s XI platform can help you make the most of your surveys, questionnaires, and feedback forms to enhance customer relationships and your brand reputation. Schedule a <a href="https://inmoment.com/demo/">demo</a> today and see how our state-of-the-art tools, including Active Listening™, can help you elevate your feedback collection efforts!</p> <section id="block_efa923f7aae061fb675d4296b48b4ade" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">References <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p><span style="font-weight: 400;">Zippia. 25 Must-Know Customer Experience Statistics [2023]: The Benefits Of A Positive Customer Experience (</span><i><span style="font-weight: 400;">https://www.zippia.com/advice/customer-experience-statistics</span></i><span style="font-weight: 400;">). Accessed 10/10/2024.</span></p> <p><span style="font-weight: 400;">Deloitte. Customer Service Excellence 2023 (</span><i><span style="font-weight: 400;">https://www2.deloitte.com/content/dam/Deloitte/fr/Documents/consulting/deloitte_customer-excellence-report-2023.pdf</span></i><span style="font-weight: 400;">). Accessed 10/10/2024.</span></p> </details></section> <div class="author-section mt-100px"> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=Customer%20Feedback%20Questionnaire%3A%20Capturing%20Actionable%20Insights%20from%20Customers&url=https%3A%2F%2Finmoment.com%2Fblog%2Fcustomer-feedback-questionnaire%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-55217 desc-linkedin-55217" role="img"> <title id="title-linkedin-55217"> LinkedIn </title> <desc id="desc-linkedin-55217"> Share on LinkedIn </desc> <use xlink:href="#linkedin-square"></use> </svg> <span class="screen-reader-text">Share on LinkedIn</span> </a> </li> <li class="social-icon"> <a 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heroCTAPopupVideoXLink.click(); } heroCTAPopupVideoFormWrap.querySelector('.block-hubspot-form').classList.remove('to-video'); /* heroCTAPopupVideoFormWrap.classList.add('hidden'); heroCTAPopupVideoOverlay.classList.remove('reveal'); if(heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); */ }); heroCTAPopupVideoOverlay.addEventListener('click', function() { if(event.target === heroCTAPopupVideoOverlay) { heroCTAPopupVideoXLink.click(); } }); } }); }); })(); // End of heroCTAPopupVideo IIFE </script> <div class="form_target"></div> <div class="hidden form-to-video-wrapper hero-cta "> <button type="button" class="play-btn modal-trigger form-to-video bg-tsunami hero-cta " data-toggle="modal" data-target=".video-content-487806312hubspot-form-674afac1319ed" data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac1319ed">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-231x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Unlock Expert Guidance on Today’s CX Challenges & Opportunities </h3> <p class="paragraph text-stingray text-[12px]"> From proving ROI and navigating budget constraints to adopting AI and creating seamless omnichannel experiences, these challenges are shaping the future of customer experience. In this report, discover actionable insights and recommendations from our CX experts to help you overcome these obstacles and drive growth. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac133300" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac133300" id="video-modal-0 hubspot-form-674afac133300" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac133300" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" alt="Cover of CX Trends and Challenges Report" width="810" height="1052"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">Unlock Expert Guidance on Today’s CX Challenges & Opportunities</h3> <div class="more-content"> <p><span>Whether you’re struggling with limited resources, data fragmentation, or evolving customer expectations, this guide offers the expert advice you need to elevate your CX strategy. 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If it doesn’t, click on the download button.</p> <a class="header-cta-button button inline-block px-8 py-4 mb-4 bg-tsunami" href="https://inmoment.com/wp-content/uploads/2024/11/CX-Challenges-A-CX-Expert-Perspective.pdf" target="_blank"><span class="order-2">Download Now</span><span class="item-icon order-3 right-icon"><svg xmlns="http://www.w3.org/2000/svg" width="1em" height="1em" viewBox="0 0 512 512"><path d="M288 32c0-17.7-14.3-32-32-32s-32 14.3-32 32V274.7l-73.4-73.4c-12.5-12.5-32.8-12.5-45.3 0s-12.5 32.8 0 45.3l128 128c12.5 12.5 32.8 12.5 45.3 0l128-128c12.5-12.5 12.5-32.8 0-45.3s-32.8-12.5-45.3 0L288 274.7V32zM64 352c-35.3 0-64 28.7-64 64v32c0 35.3 28.7 64 64 64H448c35.3 0 64-28.7 64-64V416c0-35.3-28.7-64-64-64H346.5l-45.3 45.3c-25 25-65.5 25-90.5 0L165.5 352H64zm368 56a24 24 0 1 1 0 48 24 24 0 1 1 0-48z"/></svg></span></a> <p class="text-sm stingray exit-this-form cursor-pointer">Exit this form</p> </div> </div></div> </div> </div> </section> </div> </div> </div> <div class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">October 17, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">October 17, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Barbara Wharton</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">18 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac1374c9" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac1374c9" id="video-modal-0 hubspot-form-674afac1374c9" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac1374c9" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac1374c9"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac1374c9) { var gatedContentType = 'popupPdf'; 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By following good survey design practices and using the right tools, businesses can prevent this fatigue from occurring and continue to strengthen customer relationships. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded overflow-hidden aspect-video relative"> <img width="1254" height="836" src="https://inmoment.com/wp-content/uploads/2024/03/iStock-1141353555.jpg" class="absolute inset-0 object-cover wp-post-image" alt="Close-up Of A Businessperson's Hand Filling Online Survey Form On Digital Laptop In Office" loading="eager" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2024/03/iStock-1141353555.jpg 1254w, https://inmoment.com/wp-content/uploads/2024/03/iStock-1141353555-300x200.jpg 300w, https://inmoment.com/wp-content/uploads/2024/03/iStock-1141353555-1024x683.jpg 1024w, https://inmoment.com/wp-content/uploads/2024/03/iStock-1141353555-768x512.jpg 768w" sizes="(max-width: 1254px) 100vw, 1254px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. However, excessive survey requests can backfire, and you will notice a decline in both the quality and number of responses you receive over time. This drop is a result of survey fatigue, a growing concern for businesses looking to embrace the customer-centric approach.</p> <h2 class="wp-block-heading">What is Survey Fatigue?</h2> <p>Survey fatigue occurs when participants lose interest in completing a survey or find it exhausting to continue responding. There are two types of fatigue to consider here: survey-taking and survey-response.</p> <p><strong>Survey-taking fatigue</strong> is when customers face an overwhelming number of survey requests from a business. For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether.</p> <p><strong>Survey-response fatigue</strong>, on the other hand, describes a situation in which participants lose interest in a survey midway through. This drop in their willingness to respond could be a result of too many questions or open-ended questions that require a lot of effort to answer.</p> <p>Regardless of the type of survey fatigue a participant suffers from, the main takeaway is that customers want to expend as little effort as possible. Poorly designed surveys tend to overlook this fact, which results in low response rates and even <a href="https://inmoment.com/blog/customer-churn/">customer churn</a>.</p> <h2 class="wp-block-heading">What Causes Survey Fatigue?</h2> <p>Customers experience survey fatigue if at least one of the following is true:</p> <ul class="wp-block-list"> <li><strong>There are too many surveys to respond to</strong>. It’s always worth remembering that while your customers might love interacting with your business, they don’t necessarily love filling out your feedback forms. If you frequently flood their inboxes or notifications with feedback requests, you aren’t likely to elicit the feedback you’re looking for. </li> <li><strong>The survey itself is exhausting to complete</strong>. Even if you issue surveys at the right times, you won’t see decent response rates if there are too many questions or if they require too much effort to respond to. In fact, once respondents begin a survey, there is a sharp increase in their drop-off rate for each additional question up to 15 questions!</li> <li><strong>There is no apparent impact of completing the survey</strong>. If your customers take the time to offer suggestions, but your business fails to respond to them properly or act on their feedback, they are less likely to be enthusiastic about completing surveys in the future. Uncertainty over the impact of their responses was among the top four reasons cited by customers for abandoning their last survey.</li> </ul> <h2 class="wp-block-heading">The Business Impact of Survey Fatigue</h2> <p>Survey fatigue poses several challenges for businesses, making it difficult to capture valuable customer insights. An overwhelming number of survey requests or questions within each survey results in low response rates or rushed completion. This can negatively impact businesses in three crucial ways:</p> <h3 class="wp-block-heading">Survey Bias</h3> <p>Survey bias occurs when only highly satisfied or dissatisfied customers end up completing surveys. Potential respondents who don’t fall into either category have little to no reason to complete complex surveys, which means businesses receive skewed data that misses out on a huge portion of their user base.</p> <p>For instance, let’s say you have an online banking app and you want to gauge satisfaction levels with a new QR code payments feature. Unfortunately, your survey is too long, causing 55% of respondents to abandon it because of survey fatigue. Since less than half of your users completed the survey, you will have an incomplete picture of customer satisfaction, leading to wasted time and effort.</p> <h3 class="wp-block-heading">Increased Customer Churn</h3> <p>If your respondents feel overwhelmed by your surveys, they are likely to become frustrated over time. As a result, even if your product or service is of the highest quality, a poorly designed survey strategy will eventually drive customers away. </p> <p>You have to remember that your customers interact with your brand to achieve their own specific goals. Bombarding them with surveys means you are requesting way more time and effort from them than they are willing to put in.</p> <h3 class="wp-block-heading">Negative Brand Equity</h3> <p>Moreover, dissatisfied customers who feel like the business is simply collecting feedback for its own sake without acting on it are likely to become less loyal over time. In fact, they might even be compelled to leave negative reviews, which will adversely affect your <a href="https://inmoment.com/blog/brand-equity/">brand equity</a> and make you appear less trustworthy to prospects.</p> <p>Negative brand equity gives prospects even more reason to choose your competitors over you, resulting in declining market share and a poor image for your brand.</p> <h2 class="wp-block-heading">Survey Fatigue Statistics</h2> <p>The following statistics highlight the prevalence of survey fatigue and why it’s a rising concern for businesses:</p> <ol class="wp-block-list"> <li>74% of customers are only willing to answer five questions or less in a survey. (<em>Enchant</em>)</li> <li>The average response rate for email surveys is roughly 24.8%. (<em>FluidSurveys</em>)</li> <li>The top four reasons given for abandoning a survey are too many questions (23.4%), lack of motivation to answer questions on certain topics (10.8%), uncertainty over the impact of survey responses (8.9%), and questions requiring them to think too carefully (8.2%). (<em>HubSpot</em>)</li> <li>Response rates can fall below 2% when the respondent population is less targeted or when there is little motivation to respond. (<em>PeoplePulse</em>)</li> <li>Increasing the length of a survey from three to four questions can drop the completion rate by 18%. (<em>Enchant</em>)</li> </ol> <h2 class="wp-block-heading">Examples of Survey Fatigue</h2> <p>It helps to look at a few examples of survey fatigue to understand how it occurs and why it can affect feedback collection. </p> <p>The following examples illustrate what happens if a customer gets too many survey requests, complicated surveys, or a lack of follow-up from the business:</p> <ol class="wp-block-list"> <li>A customer who purchases supplements from an online store once a month receives feedback surveys every week in her inbox. The surveys typically ask her for her thoughts on the kind of products she would like to see and her satisfaction levels with product delivery. At this frequency, the surveys eventually start feeling repetitive to the customer. While she initially tries to complete them with rushed responses, she ends up feeling exhausted and chooses to ignore future surveys altogether. This negative impact on her <a href="https://inmoment.com/blog/ecommerce-customer-experience/">ecommerce customer experience</a> may eventually drive her to switch to a competitor for her future shopping.</li> <li>An employee at an IT company is overwhelmed by the sheer number of questions in his quarterly survey. Some of the open-ended questions are phrased poorly, leaving him confused as to his response. Midway through the survey, the fatigue of responding gets to him, and he settles for simple one-word answers to each question just to get it out of the way.</li> <li>A hospital sends comprehensive feedback surveys to patients every time they are discharged. Initially, patients take the time to complete these surveys and offer their honest thoughts. However, the hospital fails to follow up with them properly or take their feedback into account. After seeing no changes in service despite their feedback, the patients stop participating in surveys altogether, as they feel it won’t make a difference.</li> </ol> <h2 class="wp-block-heading">How to Avoid Survey Fatigue</h2> <p>Surveys remain powerful feedback collection tools to this day, but without focusing on their quality, you run the risk of negatively impacting the <a href="https://inmoment.com/blog/customer-experience/">customer experience</a> instead of collecting actionable insights. Here are ten best practices to keep in mind to avoid survey fatigue for feedback collection:</p> <h3 class="wp-block-heading">1. <strong>Send Surveys in Proportion to Your Customer Interactions. </strong></h3> <p>The frequency with which you send surveys to customers depends on their level of interaction. As a general rule of thumb, see how often your clients interact with your business and multiply that by two. For instance, if your customers interact with your business monthly, it’s optimal to send a survey every two months.</p> <p>Certain scenarios, like post-purchase, are good opportunities for surveying your customers, even if it happens frequently. In this case, you can still maintain a high <a href="https://inmoment.com/xi-terms/response-rate/">response rate</a> with short surveys featuring simple questions or clickable icons.</p> <h3 class="wp-block-heading">2. <strong>Ask Direct and Concise Questions.</strong></h3> <p>You don’t want your survey questions to confuse your customers. The more they will have to think about their responses, the less likely they are to answer the questions. Therefore, focus on asking short and direct questions with a clear intent behind them.</p> <p>Creating these types of questions can be time-consuming, which is where you can leverage the power of AI. With InMoment’s <a href="https://inmoment.com/listen/">AI-Powered Conversational Surveys</a>, you can intelligently query and respond to your customers in real-time to gather rich insights.</p> <h3 class="wp-block-heading">3. <strong>Consider Asking One Question At a Time.</strong></h3> <p>Some of the most difficult-to-answer questions usually ask two different things in one go. For instance, “<em>How easy was it to find customer support</em>,<em> and did they successfully resolve your issue?</em>” is likely to either confuse participants or make them think more deeply than they want to. It’s always better to ask about one aspect of the customer experience at a time to keep respondents engaged.</p> <p>If you are interested in getting deeper insights from your customers, ask them to rate a product or service and then ask them to elaborate on that rating once they have submitted it. </p> <div class="wp-block-image"> <figure class="aligncenter size-large is-resized"><img decoding="async" width="1024" height="1024" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Mobile-Survey-1024x1024.png" alt="A mobile survey asking a customer to explain their rating of a banking app. " class="wp-image-85317" style="width:620px;height:auto" srcset="https://inmoment.com/wp-content/uploads/2024/10/Mobile-Survey-1024x1024.png 1024w, https://inmoment.com/wp-content/uploads/2024/10/Mobile-Survey-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Mobile-Survey-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/10/Mobile-Survey-768x768.png 768w, https://inmoment.com/wp-content/uploads/2024/10/Mobile-Survey-1536x1536.png 1536w, https://inmoment.com/wp-content/uploads/2024/10/Mobile-Survey-2048x2048.png 2048w, https://inmoment.com/wp-content/uploads/2024/10/Mobile-Survey-1080x1080.png 1080w" sizes="(max-width: 1024px) 100vw, 1024px" /></figure></div> <h3 class="wp-block-heading">4. <strong>Determine the Average Time It Takes to Complete Your Survey.</strong></h3> <p>Test your surveys on team members to get a general idea of how long it takes to complete them. Ideally, it should take no more than five minutes to respond to all the questions in your survey. A good practice is to mention the expected time of completion at the beginning of your survey so that respondents have a realistic idea of how much effort they will have to put in.</p> <h3 class="wp-block-heading">5. <strong>Use Consistent Rating Scales. </strong></h3> <p>Consistency is an important element of good <a href="https://inmoment.com/blog/survey-design/">survey design</a>. If you use a certain rating system, such as the Likert five-point scale, for the first question in your survey, make sure you use it for the other questions as well to avoid confusion.</p> <p>Another thing to keep in mind is maintaining a consistent order in which you present your response options. For instance, if your scale starts with “<em>extremely dissatisfied</em>” and ends with “<em>extremely satisfied</em>,” you should keep that same order for each question. Otherwise, you will end up confusing your respondents and even elicit inaccurate feedback from them.</p> <h3 class="wp-block-heading">6. <strong>Incorporate Visual Elements to Make Your Surveys Engaging.</strong></h3> <p>Visual elements not only make your survey more engaging for respondents, but they also make you stand out in a crowd of drab surveys! Consider incorporating clickable icons or emojis to make your surveys less boring to complete.</p> <h3 class="wp-block-heading">7. <strong>Carefully Think About the Order of Questions. </strong></h3> <p>The order in which you ask questions in your survey should be consistent with the <a href="https://inmoment.com/blog/customer-journey/">customer journey</a>. For instance, it doesn’t make sense to ask customers about the registration process after querying them on their post-purchase thoughts. A seemingly random ordering of questions comes across as unprofessional and can discourage customers from proceeding with the survey.</p> <p>With InMoment’s XI Platform, you can build surveys from scratch or choose from pre-built templates to match the intent of your survey. This complete control over your survey design ensures that your customers are experiencing the survey in the exact way you anticipated. </p> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="600" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/07/survey-design.png" alt="Survey design builder to help collect customer feedback" class="wp-image-81177" srcset="https://inmoment.com/wp-content/uploads/2024/07/survey-design.png 600w, https://inmoment.com/wp-content/uploads/2024/07/survey-design-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/07/survey-design-150x150.png 150w" sizes="(max-width: 600px) 100vw, 600px" /></figure></div> <h3 class="wp-block-heading">8. <strong>Ask the Right Questions From the Right People.</strong></h3> <p>It might sound obvious, but you need to ensure that the people receiving your survey can respond to the questions. </p> <p>For example, if your product is a Learning Management System (LMS) used by both teachers and students, it’s good practice to have specific surveys for each user persona. If you keep sending surveys to the wrong personas, you are unlikely to receive any responses.</p> <h3 class="wp-block-heading">9. <strong>Be Clear About Your Reason for Surveying the Customer.</strong></h3> <p>You should clearly communicate your reasons for collecting <a href="https://inmoment.com/blog/customer-feedback/">customer feedback</a> to boost response rates. If a customer is uncertain about why you’re asking them for their thoughts on your website, they won’t have enough motivation to respond. Therefore, when sending survey requests, do highlight why you’re collecting feedback and how it will help the customer.</p> <h3 class="wp-block-heading">10. <strong>Show Your Customers That You’re Listening to Them.</strong></h3> <p>Customers appreciate knowing that the time and effort they put into providing feedback isn’t going to waste. One of the best ways to convert customers into loyal brand advocates is to show them that their feedback is valuable to you. You can achieve this by creating a <a href="https://inmoment.com/blog/customer-feedback-loop/">feedback loop</a> whereby you respond to your customers with updates and improvements according to their suggestions.</p> <p>With InMoment’s survey solution, you can avoid survey fatigue with a platform that generates three times more actionable insights than competitors and gives you the tools to build your own survey or choose from ADA-compliant survey templates. </p> <figure class="wp-block-image size-full"><img decoding="async" width="800" height="450" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/09/Zero_Call_Resolution_Active_Listening.gif" alt="InMoment survey utilizing Active Listening to get more actionable customer feedback" class="wp-image-84400"/></figure> <h3 class="wp-block-heading">Employee Survey Fatigue</h3> <p>Employee survey fatigue occurs when a company’s staff gets overwhelmed by frequent or lengthy surveys, which results in a lack of enthusiasm to provide feedback over time. To prevent your employees from experiencing something similar, use the following tips for feedback collection:</p> <ol class="wp-block-list"> <li><strong>Send surveys after key projects or milestones</strong>. Instead of overwhelming employees with frequent survey requests, consider sending surveys after key milestones like the initial onboarding experience or the completion of a project.</li> <li><strong>Keep the surveys short and simple</strong>. The easier it is for your employees to respond to the survey questions, the more likely they are to complete it. Focus on specific questions and pose them one at a time within the survey to keep employees engaged.</li> <li><strong>Clearly communicate the purpose and impact</strong>. A proven way to elicit high-quality feedback from employees is to explain how their survey responses will help improve their workplace experience.</li> <li><strong>Consider using pulse surveys</strong>. If you want to frequently check in with your employees without overwhelming them, pulse surveys can come in handy. These short and frequent surveys feature a few simple questions to help you track employee sentiment on a monthly or quarterly basis.</li> </ol> <p>These tips will help you gain deeper insight into staff expectations and performance without flooding their inboxes with survey requests. </p> <h3 class="wp-block-heading">Patient Survey Fatigue</h3> <p>Patients can experience survey fatigue after receiving too many survey requests during their care journey. If you are a healthcare provider, you can avoid patient survey fatigue with the help of these tips:</p> <ol class="wp-block-list"> <li><strong>Limit the number of surveys you send to patients</strong>. Send <a href="https://inmoment.com/blog/patient-feedback/">patient feedback</a> surveys at key touchpoints, such as after booking an appointment or post-discharge. By timing your survey requests, you can collect meaningful insights from patients on their journey without overwhelming them.</li> <li><strong>Ask targeted and relevant questions</strong>. You can improve your patient response rates by asking questions that focus on crucial aspects of the patient’s journey. For instance, instead of asking the patient about their general thoughts on the hospital, you can ask them to rate the doctor’s communication skills or offer thoughts on the cleanliness of the facility.</li> <li><strong>Design personalized surveys</strong>. The more specific a survey is to the patient’s treatment and type of care, the likelier they are to respond and engage. Consider posing questions that touch upon the patient’s condition, diagnosis, and the specific healthcare professional assigned to them.</li> <li><strong>Show patients that their feedback is valuable</strong>. Patients are motivated to participate in future surveys when you respond to them and keep them in the loop about any changes made as a result of their feedback.</li> </ol> <p>Following these tips will not only help you collect actionable feedback but also enhance your patients’ trust in you. The glowing reviews and testimonials you receive as a result will contribute to your <a href="https://inmoment.com/blog/healthcare-reputation-management/">healthcare reputation management</a> efforts, which in turn will help you acquire more patients.</p> <h2 class="wp-block-heading">How to Measure Survey Fatigue</h2> <p>The first step to managing survey fatigue is measuring it effectively, which you can do with the following methods:</p> <ol class="wp-block-list"> <li><strong>Evaluate post-survey fatigue with a simple question</strong>. Ask users to rate their level of fatigue or the ease of completing the survey. Questions like “<em>On a scale of 0-10</em>, <em>how tiring did you find this survey?</em>” or “<em>Did you feel the survey was too long?</em>” allow you to quickly gauge the amount of fatigue experienced by respondents.</li> <li><strong>Track the time it takes to complete your survey</strong>. On average, it should take five minutes or less to respond to all the questions in your survey. If a survey takes longer than that to complete, it’s very likely that respondents will experience fatigue at some point, which is a good enough reason to re-design the survey.</li> <li><strong>Test your survey before sending it out to customers</strong>. Your staff members can participate in your survey as part of a trial run to see if the questions make sense or if it takes too much effort to complete.</li> </ol> <h2 class="wp-block-heading">Avoid Survey Fatigue and Improve Response Rates with InMoment</h2> <p>Without prioritizing good survey design practices, you risk causing survey fatigue for respondents, making it less likely that they will provide useful insights or even participate altogether. </p> <p>With the help of InMoment’s survey design tools, including AI-powered conversational surveys, you can boost response rates and gather the valuable feedback you need to improve as a business. Schedule a <a href="https://inmoment.com/demo/">demo</a> today to see how you can design user-friendly surveys for feedback collection!</p> <section id="block_27f5cd3a44bfd0dfd8bb2c102d65168c" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">References <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p><span style="font-weight: 400;">SurveyMonkey. Does adding one more question impact survey completion rate? (</span><i><span style="font-weight: 400;">https://www.surveymonkey.com/curiosity/survey_questions_and_completion_rates</span></i><span style="font-weight: 400;">). Accessed 10/07/2024.</span></p> <p><span style="font-weight: 400;">Enchant. 108 Customer Service Statistics & Facts You Must Know for 2023 (</span><i><span style="font-weight: 400;">https://www.enchant.com/customer-service-statistics</span></i><span style="font-weight: 400;">). Accessed 10/07/2024.</span></p> <p><span style="font-weight: 400;">FluidSurveys. Response Rate Statistics (</span><i><span style="font-weight: 400;">http://fluidsurveys.com/university/response-rate-statistics-online-surveys-aiming</span></i><span style="font-weight: 400;">). Accessed 10/07/2024.</span></p> <p><span style="font-weight: 400;">HubSpot. What Is Survey Fatigue & How to Avoid It [Research] </span><i><span style="font-weight: 400;">(https://blog.hubspot.com/service/survey-fatigue</span></i><span style="font-weight: 400;">). Accessed 10/07/2024.</span></p> <p><span style="font-weight: 400;">PeoplePulse. Survey Response Rates (</span><i><span style="font-weight: 400;">https://peoplepulse.com/resources/useful-articles/survey-response-rates</span></i><span style="font-weight: 400;">). Accessed 10/07/2024.</span></p> </details></section> <div class="author-section mt-100px"> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=Survey%20Fatigue%3A%20How%20to%20Avoid%20It%20to%20Improve%20Response%20Rates&url=https%3A%2F%2Finmoment.com%2Fblog%2Fsurvey-fatigue%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-44847 desc-linkedin-44847" role="img"> <title id="title-linkedin-44847"> LinkedIn </title> <desc id="desc-linkedin-44847"> Share on LinkedIn </desc> <use xlink:href="#linkedin-square"></use> </svg> <span class="screen-reader-text">Share on LinkedIn</span> </a> </li> <li class="social-icon"> <a 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d="M2.375 4.375C2.375 4.07031 2.60938 3.8125 2.9375 3.8125H4.0625C4.36719 3.8125 4.625 4.07031 4.625 4.375V5.5C4.625 5.82812 4.36719 6.0625 4.0625 6.0625H2.9375C2.60938 6.0625 2.375 5.82812 2.375 5.5V4.375ZM3.875 5.3125V4.5625H3.125V5.3125H3.875ZM13.625 4.5625C13.8125 4.5625 14 4.75 14 4.9375C14 5.14844 13.8125 5.3125 13.625 5.3125H6.125C5.91406 5.3125 5.75 5.14844 5.75 4.9375C5.75 4.75 5.91406 4.5625 6.125 4.5625H13.625ZM13.625 8.3125C13.8125 8.3125 14 8.5 14 8.6875C14 8.89844 13.8125 9.0625 13.625 9.0625H6.125C5.91406 9.0625 5.75 8.89844 5.75 8.6875C5.75 8.5 5.91406 8.3125 6.125 8.3125H13.625ZM13.625 12.0625C13.8125 12.0625 14 12.25 14 12.4375C14 12.6484 13.8125 12.8125 13.625 12.8125H6.125C5.91406 12.8125 5.75 12.6484 5.75 12.4375C5.75 12.25 5.91406 12.0625 6.125 12.0625H13.625ZM4.0625 7.5625C4.36719 7.5625 4.625 7.82031 4.625 8.125V9.25C4.625 9.57812 4.36719 9.8125 4.0625 9.8125H2.9375C2.60938 9.8125 2.375 9.57812 2.375 9.25V8.125C2.375 7.82031 2.60938 7.5625 2.9375 7.5625H4.0625ZM3.125 8.3125V9.0625H3.875V8.3125H3.125ZM2.375 11.875C2.375 11.5703 2.60938 11.3125 2.9375 11.3125H4.0625C4.36719 11.3125 4.625 11.5703 4.625 11.875V13C4.625 13.3281 4.36719 13.5625 4.0625 13.5625H2.9375C2.60938 13.5625 2.375 13.3281 2.375 13V11.875ZM3.875 12.8125V12.0625H3.125V12.8125H3.875Z" fill="#001D30" /> </svg> <span class="uppercase text-hammerhead text-[10px] font-semibold ">In this Post</span> </h4> <b> <div class="table-of-contents ml-6"><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-is-survey-fatigue" data-target="what-is-survey-fatigue">What is Survey Fatigue?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-causes-survey-fatigue" data-target="what-causes-survey-fatigue">What Causes Survey Fatigue?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#the-business-impact-of-survey-fatigue" data-target="the-business-impact-of-survey-fatigue">The Business Impact of Survey Fatigue</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#survey-fatigue-statistics" data-target="survey-fatigue-statistics">Survey Fatigue Statistics</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#examples-of-survey-fatigue" data-target="examples-of-survey-fatigue">Examples of Survey Fatigue</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-avoid-survey-fatigue" data-target="how-to-avoid-survey-fatigue">How to Avoid Survey Fatigue</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-measure-survey-fatigue" data-target="how-to-measure-survey-fatigue">How to Measure Survey Fatigue</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#avoid-survey-fatigue-and-improve-response-rates-with-inmoment" data-target="avoid-survey-fatigue-and-improve-response-rates-with-inmoment">Avoid Survey Fatigue and Improve Response Rates with InMoment</a></div> </b> </div> <div class="row-start-5 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-1"> <section id="conditional-block_0fc61edea00ce4c3fc9af8fdc3ccea7b" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/05/improve-image-07-300x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Watch the Video – Get More Out of Your CX Program </h3> <p class="paragraph text-stingray text-[12px]"> Watch this demo video to see how InMoment’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac1424fa" class="block-hubspot-form hs-form-outer hs-form-zifc-hide " data-chili="" data-form-id="a1033607-ecb4-4b56-9f65-62488994b393" >  <div class=" modal fade modal-video video-content-487806312hubspot-form-674afac1424fa" id="video-modal-487806312 hubspot-form-674afac1424fa" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-487806312hubspot-form-674afac1424fa" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="Customer Feedback video" src="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac1424fa" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title hero-cta ">Get More Out of Your CX Program</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac1424fa"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac1424fa) { var gatedContentType = 'heroCTAPopupVideo'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { timeoutTime = parseInt(timeoutTime * 1000); setTimeout(() => { document.body.classList.add('gated-lock-screen'); document.documentElement.classList.add('gated-lock-screen'); }, timeoutTime); } } // Init ZI FC $form.attr('data-zifc', 'true'); if (!$form[0].closest('.block-hubspot-form').classList.contains('hs-form-zifc-hide')) document.getElementById('loading-indicator-hubspot-form-674afac1424fa').style.display = 'none'; setTimeout(() => { document.getElementById('loading-indicator-hubspot-form-674afac1424fa').style.display = 'none'; }, 5000); // Init onEmailChange fn if ZIFC enabled onEmailChange($form); // inject custom field values into Hubspot hidden input names var formIDLastAssetData = formIDLastAssetData || []; formIDLastAssetData.push({ id: 'hubspot-form-674afac1424fa', last_asset: 'Customer Experience - Demo Video sidebar-left-2' }); var input = $form[0].querySelector('input[name="last_asset"]'); //lastAssetInputs.forEach(input => { if(input.closest('.block-hubspot-form')) { var formId = input.closest('.block-hubspot-form').id; var formData = formIDLastAssetData.find(item => item.id === formId); if (formData) { input.value = formData.last_asset; input.dispatchEvent(new Event('input', { bubbles: true })); console.log(formData.last_asset); } } //}); // if (document.querySelector('input[name="last_asset"]')) { // document.querySelector('input[name="last_asset"]').value = '<//?php echo $last_asset; ?>'; // document.querySelector('input[name="last_asset"]').dispatchEvent(new Event('input', { // bubbles: true // })); // } } // After button clicked, but before data is sent function onBeforeFormSubmitFunction($form) { const submitButton = $form.find('input[type="submit"]').get(0); if (submitButton) { submitButton.classList.add('submit-loading'); submitButton.value = "Loading..."; submitButton.disabled = true; } } // Next few functions fire only if ZI enabled function onEmailChange($form) { const emailInput = document.querySelector('input[name="email"]'); if (emailInput && !emailInput.hasListenersAttached) { ['input', 'change'].forEach(eventType => { emailInput.addEventListener(eventType, handleInputChange.bind(null, $form, emailInput)); }); emailInput.hasListenersAttached = true; } } function handleInputChange($form, emailInput) { //console.log('Email input event triggered:', emailInput.value); if ($form.attr('data-zifc') === 'true' && typeof window._zi_fc !== 'undefined') { handleZoomInfoMatch($form, emailInput); } } function handleZoomInfoMatch($form, emailInput) { validateEmailWithDelay(emailInput); } function validateEmailWithDelay(emailInput) { var form = emailInput.closest('form'); var submitButton = form.querySelector('input[type="submit"]'); function disableSubmit() { //console.log('Disable Submit'); submitButton.classList.add('disabled'); submitButton.disabled = true; } function enableSubmit() { //console.log('Enable Submit'); submitButton.classList.remove('disabled'); submitButton.disabled = false; } setTimeout(() => { const neverBounceStatus = emailInput.getAttribute('data-zi-neverbounce-status'); //console.log(neverBounceStatus); if (neverBounceStatus === 'valid') { //console.log('The email input has data-zi-neverbounce set to valid.'); // Handle valid email status if needed } else if (neverBounceStatus === 'invalid') { disableSubmit(); } else if (neverBounceStatus === 'disposable') { disableSubmit(); } else { enableSubmit(); } }, 500); } window.addEventListener('message', function(event) { if (event.data.type === 'hsFormCallback' && event.data.eventName === 'onFormReady') { onEmailChange( /* Pass your form here if needed */ ); } }); function onFormSubmitFunction($form) { //console.log('onFormSubmit function'); // if ($form.attr('id') === 'hsForm_a1033607-ecb4-4b56-9f65-62488994b393') { // //console.log("a1033607-ecb4-4b56-9f65-62488994b393 form submit function"); // } } function onFormSuccessFunction($form, data) { if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { revealGatedContent(); } } else if (gatedContentType === 'popupVideo' || gatedContentType === 'heroCTAPopupVideo') { revealPopupVideo($form); } else if (gatedContentType === 'popupPdf') { revealPopupPdf($form); } else if (gatedContentType === 'footerCTAPopupVideo') { revealFooterPopupVideo() } // GTM add event trigger here window.dataLayer = window.dataLayer || [] window.dataLayer.push({ 'event': 'form_submit', 'lastAsset': 'Customer Experience - Demo Video sidebar-left-2', 'formSubmittedPage': window.location.href, 'salesforceCampaignID': 'blog post left 1', 'formType': 'gated', 'gatedContentType': gatedContentType }); localStorage.setItem('hasSubmittedForm', 'true'); } function revealGatedContent() { //console.log('content has been revealed'); document.body.classList.remove('gated-lock-screen'); document.documentElement.classList.remove('gated-lock-screen'); } function revealPopupPdf($form) { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.more-content').classList.add('hidden'); setTimeout(() => { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom .header-cta-button').click(); }, 3000); } function revealPopupVideo($form) { $form[0].closest('.block-hubspot-form').querySelector('.play-btn.modal-trigger.form-to-video').click(); $form[0].closest('.block-hubspot-form').querySelector('.form-to-video-wrapper').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').classList.add('to-video'); } function revealFooterPopupVideo() { document.querySelector('.play-btn.modal-trigger.form-to-video.footer-cta').click(); document.querySelector('.form-to-video-wrapper.footer-cta').classList.remove('hidden'); document.querySelector('.hs-form-title.footer-cta').classList.add('hidden'); document.querySelector('.hs-form-sticky-wrap.footer-cta-popup-video .block-hubspot-form').classList.add('to-video'); var submittedMessages = document.querySelectorAll('.submitted-message'); submittedMessages.forEach(function(submittedMessage) { submittedMessage.classList.add('hidden'); }); } function gotoScorecard(data) { var baseURL = ''; var thankYouURLParams = []; thankYouURLParams['first_name'] = data.submissionValues.firstname ? data.submissionValues.firstname : ''; thankYouURLParams['last_name'] = data.submissionValues.lastname ? data.submissionValues.lastname : ''; thankYouURLParams['email'] = data.submissionValues.email ? data.submissionValues.email : ''; thankYouURLParams['phone_number'] = data.submissionValues.phone ? data.submissionValues.phone : '5555555555'; thankYouURLParams = Object.entries(thankYouURLParams); var queryString = thankYouURLParams.map(([key, value]) => `${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&'); var finalThankyouURL = `${baseURL}?${queryString}&suppress_fields`; window.open(finalThankyouURL, '_blank'); } // Returns the redirect URL needed for the Hubspot form function generateThankYouURL(customURL, formType, gatedContentType, gatedAsset, $form) { // Check if custom Thank You URL is needed if (!customURL) { var baseURL = 'https://inmoment.com/thank-you/?'; var thankYouURLParams = []; if (formType === 'gated') { if (gatedContentType === 'pdf') { thankYouURLParams['type'] = 'asset'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'video') { thankYouURLParams['type'] = 'video'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'popupVideo') { return false; } else if (gatedContentType === 'contentReveal') { return false; } else if (gatedContentType === 'heroCTAPopupVideo') { return false; } else if (gatedContentType === 'footerCTAPopupVideo') { return false; } else if (gatedContentType === 'popupPdf') { return false; } //console.log('gatedAsset 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heroCTAPopupVideoXLink.click(); } heroCTAPopupVideoFormWrap.querySelector('.block-hubspot-form').classList.remove('to-video'); /* heroCTAPopupVideoFormWrap.classList.add('hidden'); heroCTAPopupVideoOverlay.classList.remove('reveal'); if(heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); */ }); heroCTAPopupVideoOverlay.addEventListener('click', function() { if(event.target === heroCTAPopupVideoOverlay) { heroCTAPopupVideoXLink.click(); } }); } }); }); })(); // End of heroCTAPopupVideo IIFE </script> <div class="form_target"></div> <div class="hidden form-to-video-wrapper hero-cta "> <button type="button" class="play-btn modal-trigger form-to-video bg-tsunami hero-cta " data-toggle="modal" data-target=".video-content-487806312hubspot-form-674afac1424fa" data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac1424fa">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-231x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> Unlock Expert Guidance on Today’s CX Challenges & Opportunities </h3> <p class="paragraph text-stingray text-[12px]"> From proving ROI and navigating budget constraints to adopting AI and creating seamless omnichannel experiences, these challenges are shaping the future of customer experience. In this report, discover actionable insights and recommendations from our CX experts to help you overcome these obstacles and drive growth. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac144175" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac144175" id="video-modal-0 hubspot-form-674afac144175" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac144175" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" alt="Cover of CX Trends and Challenges Report" width="810" height="1052"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">Unlock Expert Guidance on Today’s CX Challenges & Opportunities</h3> <div class="more-content"> <p><span>Whether you’re struggling with limited resources, data fragmentation, or evolving customer expectations, this guide offers the expert advice you need to elevate your CX strategy. 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} else if (gatedContentType === 'popupPdf') { revealPopupPdf($form); } else if (gatedContentType === 'footerCTAPopupVideo') { revealFooterPopupVideo() } // GTM add event trigger here window.dataLayer = window.dataLayer || [] window.dataLayer.push({ 'event': 'form_submit', 'lastAsset': 'CX Challenges - A CX Expert Perspective Blog Pop Up', 'formSubmittedPage': window.location.href, 'salesforceCampaignID': 'blog post left 2', 'formType': 'gated', 'gatedContentType': gatedContentType }); localStorage.setItem('hasSubmittedForm', 'true'); } function revealGatedContent() { //console.log('content has been revealed'); document.body.classList.remove('gated-lock-screen'); document.documentElement.classList.remove('gated-lock-screen'); } function revealPopupPdf($form) { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); 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class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">October 14, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">October 14, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Mike Henry</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">14 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends-220x300.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-674afac14932b" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf" data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-674afac14932b" id="video-modal-0 hubspot-form-674afac14932b" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-674afac14932b" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac14932b"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac14932b) { var gatedContentType = 'popupPdf'; 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hubspot-form-674afac151215" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-4050596529hubspot-form-674afac151215" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="Integrated CX" src="https://player.vimeo.com/video/941694777?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-674afac151215" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title footer-cta ">Watch a Video</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-674afac151215"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_674afac151215) { var gatedContentType = 'footerCTAPopupVideo'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { timeoutTime = parseInt(timeoutTime * 1000); setTimeout(() => { document.body.classList.add('gated-lock-screen'); document.documentElement.classList.add('gated-lock-screen'); }, timeoutTime); } } // Init ZI FC $form.attr('data-zifc', 'true'); if (!$form[0].closest('.block-hubspot-form').classList.contains('hs-form-zifc-hide')) document.getElementById('loading-indicator-hubspot-form-674afac151215').style.display = 'none'; setTimeout(() => { document.getElementById('loading-indicator-hubspot-form-674afac151215').style.display = 'none'; }, 5000); // Init onEmailChange fn if ZIFC enabled onEmailChange($form); // inject custom field values into Hubspot hidden input names var formIDLastAssetData = formIDLastAssetData || []; formIDLastAssetData.push({ id: 'hubspot-form-674afac151215', last_asset: 'Integrated CX - Demo Video footer-form' }); var input = $form[0].querySelector('input[name="last_asset"]'); //lastAssetInputs.forEach(input => { if(input.closest('.block-hubspot-form')) { var formId = input.closest('.block-hubspot-form').id; var formData = formIDLastAssetData.find(item => item.id === formId); if (formData) { input.value = formData.last_asset; input.dispatchEvent(new Event('input', { bubbles: true })); console.log(formData.last_asset); } } //}); // if (document.querySelector('input[name="last_asset"]')) { // document.querySelector('input[name="last_asset"]').value = '<//?php echo $last_asset; ?>'; // document.querySelector('input[name="last_asset"]').dispatchEvent(new Event('input', { // bubbles: true // })); // } } // After button clicked, but before data is sent function onBeforeFormSubmitFunction($form) { const submitButton = $form.find('input[type="submit"]').get(0); if (submitButton) { submitButton.classList.add('submit-loading'); submitButton.value = "Loading..."; submitButton.disabled = true; } } // Next few functions fire only if ZI enabled function onEmailChange($form) { const emailInput = document.querySelector('input[name="email"]'); if (emailInput && !emailInput.hasListenersAttached) { ['input', 'change'].forEach(eventType => { emailInput.addEventListener(eventType, handleInputChange.bind(null, $form, emailInput)); }); emailInput.hasListenersAttached = true; } } function handleInputChange($form, emailInput) { //console.log('Email input event triggered:', emailInput.value); if ($form.attr('data-zifc') === 'true' && typeof window._zi_fc !== 'undefined') { handleZoomInfoMatch($form, emailInput); } } function handleZoomInfoMatch($form, emailInput) { validateEmailWithDelay(emailInput); } function validateEmailWithDelay(emailInput) { var form = emailInput.closest('form'); var submitButton = form.querySelector('input[type="submit"]'); function disableSubmit() { //console.log('Disable Submit'); submitButton.classList.add('disabled'); submitButton.disabled = true; } function enableSubmit() { //console.log('Enable Submit'); submitButton.classList.remove('disabled'); submitButton.disabled = false; } setTimeout(() => { const neverBounceStatus = emailInput.getAttribute('data-zi-neverbounce-status'); //console.log(neverBounceStatus); if (neverBounceStatus === 'valid') { //console.log('The email input has data-zi-neverbounce set to valid.'); // Handle valid email status if needed } else if (neverBounceStatus === 'invalid') { disableSubmit(); } else if (neverBounceStatus === 'disposable') { disableSubmit(); } else { enableSubmit(); } }, 500); } window.addEventListener('message', function(event) { if (event.data.type === 'hsFormCallback' && event.data.eventName === 'onFormReady') { onEmailChange( /* Pass your form here if needed */ ); } }); function onFormSubmitFunction($form) { //console.log('onFormSubmit function'); // if ($form.attr('id') === 'hsForm_4c66e1ed-b848-4c6d-8425-43ed60082d8e') { // //console.log("4c66e1ed-b848-4c6d-8425-43ed60082d8e form submit function"); // } } function onFormSuccessFunction($form, data) { if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { revealGatedContent(); } } else if (gatedContentType === 'popupVideo' || gatedContentType === 'heroCTAPopupVideo') { revealPopupVideo($form); } else if (gatedContentType === 'popupPdf') { revealPopupPdf($form); } else if (gatedContentType === 'footerCTAPopupVideo') { revealFooterPopupVideo() } // GTM add event trigger here window.dataLayer = window.dataLayer || [] window.dataLayer.push({ 'event': 'form_submit', 'lastAsset': 'Integrated CX - Demo Video footer-form', 'formSubmittedPage': window.location.href, 'salesforceCampaignID': 'Footer CTA', 'formType': 'gated', 'gatedContentType': gatedContentType }); localStorage.setItem('hasSubmittedForm', 'true'); } function revealGatedContent() { //console.log('content has been revealed'); document.body.classList.remove('gated-lock-screen'); document.documentElement.classList.remove('gated-lock-screen'); } function revealPopupPdf($form) { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.more-content').classList.add('hidden'); setTimeout(() => { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom .header-cta-button').click(); }, 3000); } function revealPopupVideo($form) { $form[0].closest('.block-hubspot-form').querySelector('.play-btn.modal-trigger.form-to-video').click(); $form[0].closest('.block-hubspot-form').querySelector('.form-to-video-wrapper').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').classList.add('to-video'); } function revealFooterPopupVideo() { document.querySelector('.play-btn.modal-trigger.form-to-video.footer-cta').click(); document.querySelector('.form-to-video-wrapper.footer-cta').classList.remove('hidden'); document.querySelector('.hs-form-title.footer-cta').classList.add('hidden'); document.querySelector('.hs-form-sticky-wrap.footer-cta-popup-video 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'_blank'); } // Returns the redirect URL needed for the Hubspot form function generateThankYouURL(customURL, formType, gatedContentType, gatedAsset, $form) { // Check if custom Thank You URL is needed if (!customURL) { var baseURL = 'https://inmoment.com/thank-you/?'; var thankYouURLParams = []; if (formType === 'gated') { if (gatedContentType === 'pdf') { thankYouURLParams['type'] = 'asset'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'video') { thankYouURLParams['type'] = 'video'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'popupVideo') { return false; } else if (gatedContentType === 'contentReveal') { return false; } else if (gatedContentType === 'heroCTAPopupVideo') { return false; } else if (gatedContentType === 'footerCTAPopupVideo') { return false; } else if (gatedContentType === 'popupPdf') { return false; } //console.log('gatedAsset 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document.querySelector('#hubspot-form-674afac151215').closest('.hs-form-sticky-wrap').previousElementSibling.previousElementSibling.querySelector('[class*="video-link"]').addEventListener('click', function() { // check if form has already been submitted if(document.querySelector('#hubspot-form-674afac151215 .form_target form') || (document.querySelector('#hubspot-form-674afac151215 .form-to-video-wrapper') && !document.querySelector('#hubspot-form-674afac151215 .form-to-video-wrapper.hidden')) || (document.querySelector('#hubspot-form-674afac151215 .submitted-message-custom') && !document.querySelector('#hubspot-form-674afac151215 .submitted-message-custom.hidden')) ) return; // Main hubspot code hbspt.forms.create({ region: "na1", portalId: "1787915", locale: "en", target: "#hubspot-form-674afac151215 .form_target", css: '', redirectUrl: generateThankYouURL('', 'gated', 'footerCTAPopupVideo', ''), formId: "4c66e1ed-b848-4c6d-8425-43ed60082d8e", manuallyBlockedEmailDomain: 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