ECXO

NOVEMBER 19, 2024

Consider mapping out a Customer Journey Map to identify touchpoints where your brand can offer support, resolve issues, or provide value. Application in CX : • Customer Data Platforms (CDPs) : Use CDPs to gather and analyze customer data from various touchpoints (social media, website visits, purchase history).

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

Lumoa

JANUARY 7, 2021

In reality, there are several customer touchpoints along the customer journey where you can (and should!) Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all. Each of these customer touchpoints are important for the company to get right.

Customer Journeys 195

Customer Journeys Touchpoint Measurement Survey 195

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

eglobalis

OCTOBER 14, 2024

This article will analyse whether the traditional pillars of CX education remain relevant, explore new learning methods, and explain why personalized, tool-driven learning is the future of CX education. These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

eglobalis

FEBRUARY 3, 2025

This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments. For instance, Oracle uses its Oracle CX Unity platform to unify customer data across touchpoints , enabling businesses to create personalized experiences at scale.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Demonstrating the value of CX (e.g., If you enjoyed this read, connect with me on LinkedIn !

Leadership 234

Leadership B2B B2C Effort Score 234

GetFeedback

SEPTEMBER 2, 2019

Our list of the top CX articles of 2019 covers all these topics and more. . Article No. We start our list with this article from The Wall Street Journal. ’ Article No. article, David describes how to leverage the value of relationships in the customer experience journey. March 26, 2019 | David Nour | Inc.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

ECXO

MARCH 6, 2025

Customer experience spans many touchpoints and processes trying to fix everything at once can overwhelm the team and dilute resources. Modern platforms also enable real-time dashboards that visualize the customer journey showing touchpoint metrics and drop-off points which helps teams pinpoint where improvements are needed.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

OCTOBER 14, 2024

5. Customer Journey and touchpoints: All departments have clarity on our target customers, which is their journey with us, as well as key touchpoints. Focus on transactional surveys on critical touchpoints of the customer journey. Follow me or connect on LinkedIn : Joao Pereira.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

ShepHyken

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. According to this article, 16.5% My Comment: This is an excellent article on customer loyalty programs.

Customer Service 71

Customer Service Loyalty Programs Retail Automotive 71

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. We kick off this weeks Top Five with an article about loving on your customers. This article will get you thinking about it.

Loyalty Programs 82

Loyalty Programs Customer Service Customer Journeys Loyalty 82

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Real-time Customer Data Platforms (CDPs) integrate data from various touchpoints, offering a unified view of the customer.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. 3 Key Touchpoints where Employee Experience and Customer Experience Meet: 1. Employee Experience is Critical, and Smart Organizations are Taking Notice.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

eglobalis

JULY 25, 2024

This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates. The USA’s focus on omnichannel strategies ensures that customers receive consistent and high-quality experiences across all touchpoints.

Customer Experience 488

Customer Experience Customer Centricity Innovation Culture 488

ECXO

JUNE 11, 2023

In this article, we want to walk you through 22 essential steps that will help you design an experience that sets your brand apart. Define your brand values and messaging – having a clear set of brand values and messaging is essential to creating a consistent experience across all touchpoints. Let’s get started.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Lumoa

JANUARY 31, 2023

In This Article: Why do you need Customer Experience Management? Customer experience matters across all the channels and all the touchpoints of the customer journey. Start by Measuring the overall experience Some companies measure customer experience at every crucial customer touchpoint. Voice of the customer: where to start?

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

ECXO

JULY 29, 2024

Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Businesses like Typeform, Alchemer, and Google Forms provide platforms to conduct surveys tailored to specific customer journey touchpoints. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

ECXO

AUGUST 12, 2024

This article explores the top MarTech solutions that are revolutionizing CX, the challenges the industry faces, and how these technologies are being leveraged across different global markets to drive B2B success. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

DECEMBER 7, 2022

Mapping this journey starts with the organization’s knowledge of its key customer touchpoints. Next, customers provide feedback and further input to pinpoints those touchpoints most important to them. They also provide context about their best and worst experiences, wins, and pain points.

Analysis 370

Analysis Customer Experience Call Center Experience Call Center 370

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: For those in the retail business, this is an article for you. Here are my top five picks from last week. That was until COVID-19.

Customer Service 161

Customer Service Customer Retention Loyalty Retail 161

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. What type of medium is used.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In this article, we’ll look at what a Customer Experience Persona is, how to create one, and how to use it when it’s done. Is there a specific journey or group of touchpoints you want to address? Now that your goals have been defined and communicated, you can dive into specific touchpoints along the way.

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

eglobalis

JULY 31, 2024

This article delves into the top ten MarTech solutions, that significantly improve CX outcomes. Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

Experience Investigators by 360Connext

JANUARY 7, 2025

This article offers a step-by-step approach to creating your CX strategy from setting a vision to implementing and refining your plan to empower you to turn CX into a true revenue generator for your organization. Youll identify metrics youll track to prove these outcomes, and we explain metrics more below.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

SEPTEMBER 23, 2021

Advertising can be useful for keeping up a steady messaging drumbeat, but only a strong CX toolkit enables brands to continuously listen to customer preferences, identify broken touchpoints, and anticipate what those individuals will want from you next. Click here to read my full-length Point of View article on the subject.

Brands 369

Brands Advertising Touchpoint Tools 369

Lumoa

FEBRUARY 20, 2018

Customer experience matters across all the channels and all the touchpoints of customer journey. Contact volume by channel Knowing the contact volume and ticket distribution by channel will help you to identify the main customer touchpoints that cause problems or are unclear to your customers. Here's a PDF summary of the article.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

eglobalis

OCTOBER 1, 2024

This article explores ten actionable steps to break down silos and transform your organization into a well-integrated, synchronized entity. By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

GetFeedback

SEPTEMBER 18, 2019

From the title of this article, it shouldn’t be a spoiler if I tell you now that we decided effortless experience is not all that matters when it comes to cultivating customer loyalty. . Gartner published a comprehensive article highlighting the key reasons why an effortless experience is the best approach for businesses. .

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

GetFeedback

JULY 19, 2019

Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints. Unlike a customer touchpoint, a customer journey has a beginning and an end. Let me explain. .

ROI 309

ROI How To Touchpoint Hotels 309

ECXO

JULY 10, 2024

This article examines the critiques of NPS, its performance in different business contexts, and emerging global trends in customer feedback strategies. Building a Customer-Centric Culture Creating a 360-degree feedback system involves: Multi-Channel Feedback Collection : Capturing diverse perspectives across touchpoints.

Metrics 374

Metrics Analysis Feedback NPS 374

ECXO

AUGUST 19, 2024

This article delves into the transformative power of CX experimentation and how it can propel your business to new heights. By testing different journey scenarios, businesses can identify the true paths customers take and optimize touchpoints, improving overall experience and alignment with customer expectations.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Article authored by Ricardo Saltz Gulko. Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience.

NPS 453

NPS Feedback Net Promoter Score B2C 453

InMoment XI

MAY 25, 2023

In this article, we’ll discuss what designing an effective customer experience looks like, what makes it different from user experience and customer service, why it matters, the elements of customer experience design, and how to design a great customer experience from start to finish.

Customer Experience Design 363

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 363