InMoment XI

MAY 18, 2022

Within that context, friction refers to points in the brand experience that can have a long-term impact on customers’ relationship with a business. Friction may even cause some customers to quit a brand altogether. Brands can achieve this understanding by mapping out a few of their most important customer journeys.

Customer Journeys 397

Customer Journeys How To Touchpoint Infographics 397

InMoment XI

APRIL 6, 2022

Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. They’ll still be weighing options and researching what suits them best, but this stage is a great place to use content to showcase your brand. Wondering how to get started?

Customer Journeys 387

Customer Journeys Touchpoint Customers Loyalty 387

Alida

NOVEMBER 17, 2022

This year has been one of its most exciting years yet with record breaking numbers of volunteers, donations, and a brand new partnership expansion with Pathways to Education.

Touchpoint 47

Touchpoint Brands Customer Experience Customers 47

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

InMoment XI

JUNE 7, 2022

They provide what many customers crave most: an easy-to-access platform they can use to voice their thoughts and opinions about a brand. I’ve found one such questionnaire, the transactional survey, to be an invaluable tool for assessing almost any customer touchpoint. Let’s briefly discuss how it works. What Are Transactional Surveys?

Survey 368

Survey Call Center Touchpoint Call Center Experience 368

ECXO

JUNE 11, 2023

It’s the foundation for building brand loyalty, adoption and providing customers with an unforgettable, consistent experience. In this article, we want to walk you through 22 essential steps that will help you design an experience that sets your brand apart. How do customers experience your brand – across touchpoints?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

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. So why should you care?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

NOVEMBER 23, 2021

Here are three elements for luxury retail brands’ to consider when closing the gap and delivering that premium level customer journey ! Element #3: Keep Your Brand on Point to Tell a Consistent Story. Your digital and physical customer journeys must not only match in quality, but in branding as well.

Retail 397

Retail Customer Journeys Touchpoint Brands 397

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

InMoment XI

DECEMBER 19, 2022

One that doesn’t interrupt, but is a mere continuation of their experience with your brand. Ask the right questions about the main touchpoints of their journey, not just the start and end. Design Your Survey to Gather Feedback at Every Touchpoint.

Survey 370

Survey Customer Journeys How To Touchpoint 370

ECXO

NOVEMBER 19, 2024

Just as Luke Skywalker’s journey resonates with audiences due to his relatability and growth, brands should strive to create meaningful experiences that resonate deeply with their customers. When customers feel valued and understood, they become loyal advocates for a brand, much like the way Jedi loyalists stand by the Force.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

DECEMBER 7, 2022

It reflects the summary of experiences at different points along the customer journey—such as considering doing business with a brand, making a purchase and becoming a customer, receiving additional services, having issues resolved, etc—and includes multiple channels: phone, in-person, email, and so on.

Analysis 370

Analysis Customer Experience Call Center Experience Call Center 370

Lumoa

JANUARY 31, 2023

Customer experience matters across all the channels and all the touchpoints of the 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. Don’t!

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

IntouchInsight

AUGUST 11, 2022

When managing a multi-location business, it’s important that employees at every touchpoint understand the laws and regulations that apply to their industry. Promoting responsible sales and ethical selling is crucial and requires a structured approach, as noncompliance can result in punitive damages for a brand.

Sales 66

Sales How To Touchpoint Industry 66

InMoment XI

OCTOBER 14, 2021

Understanding which touchpoints your audience uses and why they may or may not be functioning well is key to optimizing program investment. You can use employee and customer journey mapping to identify those touchpoints, listen in, and gather quantifiable data that proves your program’s success. Reason 1: Optimizing Program Investment.

Customer Journeys 364

Customer Journeys Touchpoint Employee Experience Customers 364

eglobalis

NOVEMBER 3, 2024

This alignment strengthens client relationships, enhances brand reputation, and reinforces the company’s position as a trusted partner. This data-driven personalization aligns with the company’s strategic focus on customer loyalty and lifetime value, embedding empathy and responsiveness into each touchpoint.

B2B 464

B2B Culture Innovation Loyalty 464

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 392

Strategy Customer Experience Net Promoter Score Customer Centricity 392

eglobalis

DECEMBER 17, 2024

Moreover, dynamic content personalization allows brands to customize marketing campaigns, emails, and product recommendations, ensuring that every touchpoint aligns with the individuals journey. AI tools like recommendation engines (used by Netflix and Amazon) demonstrate how anticipating preferences fosters deeper customer loyalty.

Net Promoter Score 284

Net Promoter Score Effort Score B2B NPS 284

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? How can brands stand out?

Customer Experience Design 363

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 363

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. The Four Touchpoints in the SaaS Customer Journey Taking Immediate Action: Sustainable Strategy for Customer Follow-up Taking Strategic Action: Insights from Touchpoint Data. Watch the webinar to hear more!

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

InMoment XI

SEPTEMBER 14, 2023

This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 195

Brands Management Social Media Effort Score 195

ECXO

AUGUST 12, 2024

Customer Journey Orchestration: Platforms such as 6sense and Qualtrics enable businesses to map, monitor, and optimize the customer journey, creating seamless, personalized experiences across multiple touchpoints. Immersive Technologies: VR/AR will continue to grow, offering brands new ways to engage customers through immersive experiences.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. However challenging it may be for retailers, developing a loyal customer base is essential to maintaining an active, healthy brand.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

GetFeedback

JULY 19, 2019

Some are calling CX the new marketing, others are calling it the new brand. 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.

ROI 309

ROI How To Touchpoint Hotels 309

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.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

eglobalis

JULY 31, 2024

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. These tools allow businesses to create seamless, personalized experiences by understanding customer interactions across various touchpoints and channels.

Customer Experience 341

Customer Experience Social Media Analytics Chatbots 341

InMoment XI

MAY 3, 2022

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high.

Insurance 370

Insurance Tips Data Return on Investment 370

InMoment XI

MARCH 4, 2022

A well-designed, branded targeted survey experience is key! Your Experience Improvement (XI) tools (such as our Active Listening Studio ) will be able to ingest that data, and not only reveal insights, but will pinpoint the moments that matter (or the interactions, channels, and touchpoints that most impact your business).

Survey 417

Survey Customer Experience Touchpoint Exercises 417

InMoment XI

DECEMBER 23, 2021

Brands can achieve all of this by sticking to a simple, five-step framework that we call the Continuous Improvement Framework: define, listen, understand, transform, realize. That’s why it’s important for brands to design their experience program’s goals, objectives, and other factors before turning the listening posts on.”.

Customer Experience 397

Customer Experience Analytics eBook Survey 397

InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates. This is advanced EX, some might even say it is revolutionary!

Company 397

Company B2C Employee Experience Culture 397

InMoment XI

JANUARY 9, 2024

Great customer experiences help your brand achieve differentiation. Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. Loyal customers are also more likely to recommend the business to others.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Experience Investigators by 360Connext

NOVEMBER 30, 2021

Define and consider the specific points of interaction between the customer persona and your brand. Is there a specific journey or group of touchpoints you want to address? Define and consider the specific points of interaction between your customer persona and your brand. Their goals with your brand.

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

InMoment XI

AUGUST 8, 2023

Another technique to fight survey fatigue that is successful for many brands is to leverage microsurveys for mobile and other digital environments. Don’t underestimate the potential positive brand impact you’ll see when customers receive a call from a representative after clicking “submit” on their survey.

Survey 435

Survey Net Promoter Score Customer Service Representative Tips 435

InMoment XI

JANUARY 4, 2022

This lack of customization means the questions asked are not directly relevant to a customer’s individual experience, leaving the brand with shallow feedback that won’t make a real difference. Here are some suggestions on how brands can do just that: Don’t: Create One-size-fits-all Intercept Surveys.

Feedback 448

Feedback Customer Experience How To Survey 448

InMoment XI

NOVEMBER 16, 2023

Participants delved into specific customer touchpoints, such as the ‘Fitting Room’ and ‘Coffee Shop’ experiences. The customers – what they take away from all their encounters with your brand, the signals they are looking for, and what they expect? These elements influence how businesses operate and make decisions.

Healthcare 447

Healthcare Culture Travel Study 447