ECXO

AUGUST 12, 2024

By focusing on user feedback and iterative design, Plaid has built a platform that is both user-friendly and highly adoptable, driving significant growth and enhancing user satisfaction. Consistency: A consistent design language across all platforms and touchpoints builds trust and brand recognition. Case Studies 1.

User Experience 395

User Experience Case Study Financial e-support 395

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. 153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

MARCH 3, 2025

It helps you anticipate challenges and improve touchpoints. Actionable Insight: Create a detailed customer journey map that highlights key touchpoints, emotional highs and lows, and critical decision moments. Use case studies and testimonials to highlight how your product or service has helped customers overcome challenges.

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Case Study 156

Lumoa

APRIL 3, 2018

Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Many companies panic: customer research is commissioned, task forces established, and people start to read the feedback just to understand what is going on. When to ask feedback?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

Alida

DECEMBER 9, 2016

It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint. While data helps uncover different audience segments and personas, real customer feedback adds context, personality and feeling where data can’t.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Experience Investigators by 360Connext

APRIL 14, 2020

If you don’t have any data: Consider places that can give you some, like customer service case codes and social media discussions. Customer feedback and emotional data. Systems, procedures, and touchpoints. What are customers telling you in their open-ended feedback? Customer behavior and actions. Click To Tweet.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

GetFeedback

JUNE 22, 2019

They are good for gathering real-time customer feedback and building customer relationships. Now we’re going to tell you exactly how to write an NPS survey question to grab your customer’s attention and get the feedback you need. Any interaction or touchpoint with your customer should be on brand. 1: make your survey personal.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

InMoment XI

APRIL 3, 2023

The case studies in the books made sense. Sometimes surveys are not the proper listening methodology for a given touchpoint. This is a critical touchpoint to understanding the buying process and competitive landscape. Tip #2: Listen With Purpose No CX leader intends to ignore customer feedback. and Outside In.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

Calabrio

MARCH 5, 2025

It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone. Offer an omnichannel experience Effective VoC programs use an omnichannel approach to integrate channels, ensuring high-quality service at every touchpoint of the customer journey.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Michel Falcon Experience

APRIL 3, 2019

The booking touchpoint could include calling the practice to reserve an appointment, using some sort of booking software, or emailing them. Outline every touchpoint, macro and micro, and don’t just outline the touch points you excel in. Begin with one red touchpoint. Focus on the current state of the customer experience.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. Read the full case study here 2.

Examples 36

Examples Customer Service Case Study Hospitality 36

ECXO

JULY 8, 2024

This article delves into the intricate relationship between digital product design and these two pivotal aspects, highlighting key principles, case studies, and actionable insights for technology companies striving to enhance their market presence and user satisfaction.

e-support 156

e-support Case Study Financial Banking 156

Thematic

MARCH 30, 2025

The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. But collecting feedback is only half the battle. Instead, you need unified data analytics to connect every touchpoint and every voice.

Customer Insights 62

Customer Insights Data Analytics How To 62

Customer Bliss

AUGUST 18, 2020

One of the most prominent shifts in customer behaviour has been the heavy reliance on digital touchpoints to interact with brands. They also deal with negative feedback/criticism in a better manner, and are always looking to learn and improve. Hire People Who Will Make Your Company Unforgettable: A Case Study.

Customer Service 252

Customer Service Case Study Customers Interaction 252

InMoment XI

SEPTEMBER 9, 2024

Customer experience consulting is a specialized service that helps businesses enhance the experiences they provide to their customers across every touchpoint—from the initial awareness stage to post-purchase support. Can they help integrate customer feedback systems with your existing platforms? What is Customer Experience Consulting?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Happy or Not

APRIL 1, 2025

In a recent episode of The Intuitive Customer podcast, Tim Waterton, Chief Revenue Officer at HappyOrNot, shared invaluable insights into efficiently collecting customer feedback and using it to create a real-time solution. click to visit & listen) Why is real-time customer feedback important for business growth?

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Feedbackly

MAY 16, 2024

The case study with Kekäle reveals that when customers have a positive emotional experience, the likelihood of making a purchase is 40 percent higher compared to a negative experience. One of the most critical journey touchpoints is a short web store post-purchase survey that is shown in a pop-over window.

Case Study 105

Case Study Effort Score Ecommerce Touchpoint 105

Confirmit

JANUARY 16, 2017

Having selected Confirmit as their partner for their “Voice of the Parent” program, Cognita’s program was fully deployed in schools across 3 regions, covering multiple customer touchpoints. Cognita was able to capture parent feedback in nine languages and share this insight quickly in an actionable manner.

Case Study 40

Case Study Study Touchpoint Groups 40

Thematic

OCTOBER 30, 2024

However, raw feedback data taken at face value can miss the mark and lead to flawed assumptions about what customers really care about. That means fine-tuning your CX depends on how well you can sift through the noise and meaningfully analyze customer feedback. What is voice of the customer?

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Retently

NOVEMBER 13, 2024

This smooth transition between channels not only makes shopping more convenient but also keeps each touchpoint personalized, as virtual fitting room data can inform in-store recommendations. This feature adds an element of fun, turning a solo shopping experience into a social one where friends can offer feedback, react, and get inspired.

Ecommerce 145

Ecommerce Retail Social Media Technology 145

Confirmit

SEPTEMBER 23, 2018

With more than 2,000 staff and a network of over 32 resorts across Asia Pacific, the region’s largest vacation ownership business required more than just ‘gut feel’ and intermittent feedback to make certain every aspect of the business was concentrating on the comfort of their customers. Voice of the Customer Case Studies.

Case Study 40

Case Study Study Net Promoter Score Hotels 40

Confirmit

SEPTEMBER 23, 2018

With more than 2,000 staff and a network of over 32 resorts across Asia Pacific, the region’s largest vacation ownership business required more than just ‘gut feel’ and intermittent feedback to make certain every aspect of the business was concentrating on the comfort of their customers. Voice of the Customer Case Studies.

Case Study 40

Case Study Study Net Promoter Score Hotels 40

InMoment XI

NOVEMBER 15, 2023

Voice of the Customer (VoC) Voice of the Customer (VoC) encompasses various methods for collecting and analyzing customer feedback. For instance, an e-commerce company analyzing customer feedback may discover emerging trends in consumer preferences, allowing them to proactively adapt their product offerings and gain an edge in the market.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

MARCH 27, 2024

With online reviews, social media comments, and public customer feedback making a major impact on the reputation of automotive businesses — car dealerships, auto repair shops, service centers, parts retailers, etc. Addressing negative feedback promptly and professionally can mitigate damage to the brand’s reputation.

Automotive 195

Automotive Management Social Media Feedback 195

QuestionPro Audience

AUGUST 28, 2017

We will walk you through customer journey mapping and best practices and present alongside a case study with Emirates Airlines. Customer Experience is a blend of a company’s rational performance and the emotions evoked in all the interactions with the customer, across all touchpoints. 3 months after a sale?

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

InteractionMetrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. A Disconnected Loyalty Program: Starbucks Rewards lacked integration with digital touchpoints, reducing engagement.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

InMoment XI

JANUARY 10, 2024

It’s vital to define clear messaging that resonates with this audience, conveying the essence of your care services consistently across all touchpoints. Begin by creating a positive environment that naturally elicits positive customer feedback and optimizes your senior living reviews.

Strategy 195

Strategy Management Social Media Feedback 195

Retently

MARCH 17, 2025

Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Helps teams react fast to emerging issues in different CX touchpoints (e.g., Identifies patterns & recurring pain points in customer feedback. Whats in it for you?

Report 90

Report How To Effort Score NPS 90

Kayako

AUGUST 7, 2019

The customer journey is the sum of all the touchpoints and experiences your customer has when interacting with your business. This portion of the customer journey sees customers search through product reviews, feedback, and comparison sites. Why mapping the Customer journey is important for stellar Customer Experiences. Awareness .

Customer Experience 222

Customer Experience How To Comparison Customer Journeys 222

Experience Investigators by 360Connext

MAY 15, 2024

This massive conference brings together 10,000+ experience management professionals to discuss what’s next, share case studies, and more. Sharing positive feedback on a regular basis is inspiration that helps prevent burnout. Could we go to a motion where this is ongoing feedback?”

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

InMoment XI

FEBRUARY 12, 2024

The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback. Using these methods, you can improve the decisions made from both structured and unstructured customer feedback.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

InMoment XI

MARCH 21, 2025

Conversational analytics software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

NobelBiz

NOVEMBER 5, 2024

Today, customers want speed, smoothness, and personalization across all touchpoints; however, this standard has several operational obstacles. Feedback sessions, career development opportunities, and team-building activities will help with bonding and loyalty of agents with the company by reducing attrition.

Omni-Channel 52

Omni-Channel Contact Center Multi-Channel Knowledge Base 52

BirdEye

MARCH 6, 2025

Whether someone is searching for your services on Google, checking your reviews, or engaging with your social media posts, every digital touchpoint contributes to your brands visibility. Each location needs to appear accurately across platforms, respond to local customer feedback, and optimize for local SEO to drive real-world visits.

Tips 85

Tips Tools Social Media Multi-Channel 85

BirdEye

APRIL 15, 2025

Use your blog, emails, and social media to spark conversation and invite feedback. Example: Canva on LinkedIn Canva invites feedback, shares community stories, and asks users to vote on features. Add clear CTAs, lead magnets, quizzes, or freebies at key touchpoints to convert potential customers into leads you can nurture.

Marketing 52

Marketing Social Media Multi-Channel Brands 52