Retently

OCTOBER 11, 2024

Medallia Agent Connect (former Stella Connect) 3. The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. Medallia Agent Connect (former Stella Connect) Medallia Agent Connect is the former Stella Connect product, after Medallia has acquired it.

Ecommerce 153

Ecommerce Retail Software Customer Service 153

InMoment XI

DECEMBER 3, 2024

InMoment offers an all-in-one customer experience platform that collects and connects data from various channels across the customer journey. It identifies customer pain points across various touchpoints and works to improve them. 35 customer experience statistics to know for 2024 ( [link] ). Accessed 11/28/2024.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. Customer Experience Management (CXM) Definition CXM, on the other hand, focuses on improving the overall customer experience beyond just transactional touchpoints.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

NOVEMBER 22, 2024

InMoment ensures a complete view of user sentiment across all touchpoints in their journey, delivering an omnichannel customer experience. It works by collecting and connecting VoC data from everywhere so you don’t miss out on critical insights regarding customer behavior. 35 customer experience statistics to know for 2024 ( [link] ).

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

ECXO

JULY 26, 2023

Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. Its Cloud CX Platform enables businesses to connect customer behaviour, transactions, and demographics across touchpoints to also deliver seamless, scalable personalised experiences.

Data 295

Data Analytics Touchpoint Customer Service Representative 295

InMoment XI

DECEMBER 6, 2024

From managing customer touchpoints to implementing advanced tools and strategies, achieving the desired results requires significant expertise and resources. Check-ins will help you to stay accountable to goals, and your vendor will be able to advise you on any challenges, as well as connect you with other CX professionals in your industry.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

InMoment XI

SEPTEMBER 17, 2024

Proactive Engagement At some point in the customer journey, your customers will connect with you. Map the Customer Journey Customer journey mapping is a great way to visualize every expected touchpoint a customer will have with your brand. You can start to use customer journey analytics by identifying customer journey touchpoints.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

InMoment XI

OCTOBER 25, 2024

It’s important to deliver a consistently positive customer experience across all touchpoints. These pages help you connect with diners in specific regions and address their concerns. InMoment’s review management platform helps you monitor and connect all your review data in the most accurate and reliable way possible.

Feedback 195

Feedback Management Social Media ROI 195

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Optimove’s Rony Vexelman closes Connect 2024 with an invitation to Connect again in 2025.

Connections 64

Connections CRM Conference Touchpoint 64

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

InMoment XI

OCTOBER 24, 2024

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 CX integrations allow you to connect your customer engagement platform with every software you are currently utilizing. Accessed 10/11/2024.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

OCTOBER 30, 2024

It improves customer satisfaction across all touchpoints. By leveraging digital solutions and user-friendly interfaces, insurers can enhance customer satisfaction at every touchpoint. It can greatly enhance customer satisfaction during critical touchpoints across the customer journey. Accessed 10/17/2024.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. A customer experience platform helps you connect data from multiple sources to get a holistic view of how customers view their interactions with your organization.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 9, 2024

For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business. Asking customers for feedback right after they complete a transaction helps you capture raw and honest thoughts on this key touchpoint.

Feedback 195

Feedback How To Social Media B2C 195

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Hotel customers expect top-tier, personalized experiences at every touchpoint. Travel Trends 2024. ( [link] ). State of the Connected Customer. ( [link] ). This will only continue as the technology evolves.

Hotels 195

Hotels Guest Experience Travel Social Media 195

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. Is your CX strategy up to the task of meeting customers’ expectations going into 2024? Fine-tuning your CX elements is a constant exercise.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. Additionally, Qualtrics offers strong integration capabilities, connecting with CRM systems, marketing platforms, and other business tools to streamline data collection and analysis.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

InMoment XI

NOVEMBER 13, 2024

Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. A CX platform like InMoment can help by collecting and connecting every piece of valuable data in one place. 65 Customer Retention Statistics You Need to Know in 2024 ( [link] ).

Customer Retention 195

Customer Retention How To Analysis ROI 195

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. I agree with the title.

Customer Service 75

Customer Service Loyalty Programs Contact Center Loyalty 75

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 91

Customer Service Government Employee Experience Video 91

ShepHyken

JUNE 30, 2024

Take This Radical Approach to Customer Retention to Boost Employee Morale — And Your Profit by Christine Park (Entrepreneur) Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Connect with Shep on LinkedIn.

Customer Service 88

Customer Service Retail Customer Retention Loyalty 88

BlueOcean

AUGUST 19, 2024

Forrester ’s 2024 US Customer Experience Index comes to the same conclusion: there is a clear connection between customer satisfaction and growth. These omnichannel touchpoints include everything from the tried-and-true phone, email, and web/app chat to self-service and social media.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

BlueOcean

AUGUST 19, 2024

Forrester ’s 2024 US Customer Experience Index comes to the same conclusion: there is a clear connection between customer satisfaction and growth. These omnichannel touchpoints include everything from the tried-and-true phone, email, and web/app chat to self-service and social media.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

ECXO

JANUARY 30, 2024

For example, if a customer has a positive emotional connection with a brand, they are more likely to overlook minor issues or price increases. “This emotional connection can be the key to retaining customers and promoting long-term business growth.” This is what the famous NPS attempts to measure. All Rights Reserved.

Rewards Programs 156

Rewards Programs Loyalty Brands Connections 156

InMoment XI

OCTOBER 31, 2024

Average Time in Queue (ATQ) ATQ measures the average wait time customers experience before connecting with an agent. Percentage of Calls Blocked This KPI tracks the proportion of calls that fail to connect because the call center’s capacity is full. 39 Call Centre Statistics You Need to Know in 2024 ( [link] ).

Call Center 195

Call Center Metrics Self Service Effort Score 195

ShepHyken

APRIL 14, 2024

Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke (Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. Connect with Shep on LinkedIn.

Net Promoter Score 81

Net Promoter Score Loyalty Programs Customer Service Ecommerce 81

InMoment XI

MARCH 25, 2024

By leveraging data-driven insights from predictive analytics, your company can foster meaningful connections with customers and achieve differentiation in today’s competitive marketplace. The key is to connect customer experience data from every touchpoint and channel for a complete view of the customer journey.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

ShepHyken

MARCH 10, 2024

How to Identify and Improve Your Customer Journey Touchpoints by SurveyMonkey (SurveyMonkey) The customer experience is a direct result of several interactions across their journey. Here’s how to identify and improve your customer journey touchpoints and create a winning customer experience. Connect with Shep on LinkedIn.

Self Service 88

Self Service Customer Service Airlines Touchpoint 88

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. Accessed on 12/12/2024. In fact, 89% of customers say that a quick response to an initial inquiry is important when deciding where to take their business. References Zendesk.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

ShepHyken

FEBRUARY 18, 2024

They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Shameless plug!)

Customer Service 70

Customer Service Net Promoter Score Loyalty Programs Gamification 70

InMoment XI

OCTOBER 17, 2024

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. Luke’s was able to connect customer feedback questionnaires to their CX platform for prompt issue resolution. Accessed 10/10/2024.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

DECEMBER 7, 2023

It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. Your Next Steps: Taking Action Customer experience involves multiple touchpoints and interactions across various channels and stages of the customer journey. Sources: SuperOffice.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Retently

AUGUST 12, 2024

Relationship NPS tracks long-term loyalty and satisfaction trends, while transactional NPS provides immediate feedback on specific touchpoints. Effective NPS tools should capture feedback from all these touchpoints to provide a comprehensive view of the customer experience. However, the metric can be used in different contexts.

Ecommerce 78

Ecommerce NPS Retail Software 78

Retently

AUGUST 15, 2024

Broad Applicability : CSAT surveys can be used at various touchpoints in the customer journey, from post-purchase to customer support interactions. While renowned for its NPS capabilities, Retently also excels in CSAT & CES surveys, making it a flexible tool for measuring customer satisfaction at various touchpoints.

Ecommerce 78

Ecommerce Retail Software Brands 78

ShepHyken

AUGUST 11, 2024

And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. Connect with Shep on LinkedIn. The experience a company provides is often as important as its products or services when it comes to customer satisfaction and loyalty.

Self Service 91

Self Service Customer Service Loyalty Programs Travel 91

DCX

DECEMBER 1, 2024

What’s one way you’re breaking the mold to create lasting connections? This week’s links dive into how authenticity, connection, and long-term thinking can transform CX. From creating genuine spaces to adopting a long-term mindset, the common thread in all these stories is connection. Stop the Madness.

Fashion 52

Fashion Trends Culture Connections 52