GetFeedback

NOVEMBER 23, 2019

The message from CX leaders at Dreamforce was this: Companies should apply AI across all touchpoints of the customer journey — marketing, sales, commerce, service, etc. If you want to catch the full State Farm case study recording, fast-forward the keynote to 53 minutes. . Smart voice technology belongs in the office .

Conference 48

Conference Case Study Fashion Customer Expectations 48

Michel Falcon Experience

APRIL 3, 2019

Perhaps you’re going to want to separate your sales, marketing team, or customer service team. The booking touchpoint could include calling the practice to reserve an appointment, using some sort of booking software, or emailing them. Share the interactions that you’ve labeled green with your sales and marketing teams.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

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. Here’s an example: Previously, we sent a post-sales survey to buyers after our sales team closed a deal. and Outside In. I started to understand customer experience. NPS made sense.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

InMoment XI

MARCH 21, 2025

It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales. Customer Pain Points and Needs Customers often voice their unmet needs, frustrations, and recurring challenges with customer support and sales teams.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

GetFeedback

JUNE 22, 2019

Any interaction or touchpoint with your customer should be on brand. Your survey should speak to your customer just like a support rep or sales rep, not a robot. She’s a blogging sensei—you’ll often find her writing case studies, help documentation, and articles about customer support for Supported Content.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

Retently

NOVEMBER 13, 2024

In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Data shows that mobile shopping now accounts for 60% of global ecommerce sales , making mobile compatibility a must-have for VFR success.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

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. Read the full case study here 3. Read the full case study here 4.

Examples 36

Examples Customer Service Case Study Hospitality 36

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

Optimove

NOVEMBER 28, 2024

For retailers, it’s a chance to tie game-day excitement to exclusive deals, boosting sales and fostering customer loyalty. For Retailers: Launch flash sales during halftime, pushing notifications that tie the excitement of the game to your promotions.

Sports 59

Sports Retail Multi-Channel Effort Score 59

InMoment XI

MARCH 27, 2024

Given these stats, it’s no surprise that sales-oriented corporations are taking a backseat to tech innovators, customer experience leaders, and automotive brands with a strong digital presence and great online reputation. This can serve as a valuable customer service touchpoint in the buyer’s journey. Improved brand perception.

Automotive 195

Automotive Management Social Media Feedback 195

InteractionMetrics

JANUARY 7, 2025

When tied to strategic goals, it can help you: Improve onboarding processes Reduce churn Increase sales Takeaway #2. By combining research, customer feedback, and organizational insights, journey mapping identifies: Key interactions (touchpoints): Moments where the customer directly engages with your company.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

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 can start from the first marketing touch, such as an advertisement, all the way through to post-sales support and retention. . This will in turn help improve your referral marketing and resulting sales. .

Customer Experience 187

Customer Experience How To Comparison Customer Journeys 187

InMoment XI

FEBRUARY 12, 2024

By amalgamating data from sources like sales, marketing, and customer support, integrated CX provides a holistic perspective, enabling organizations to understand customer behavior and preferences more thoroughly. Define Your Customer Touch Points Start by mapping out all the touchpoints where your customers interact with your business.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Thematic

OCTOBER 30, 2024

Satisfied and loyal customers are more likely to make repeat purchases and recommend the brand to others, leading to increased sales and revenue growth. By optimizing your online store, you can boost user experience, drive sales, and cut down on cart abandonment. Read the full Watercare and Thematic case study.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Retently

MARCH 17, 2025

Helps teams react fast to emerging issues in different CX touchpoints (e.g., hours due to high ticket volume after Black Friday sales. more shipping issues during holiday sales). Common Spikes & Seasonal Patterns Are there trends during certain times like holidays, sales events, or product launches? Sizing issues?

Report 90

Report How To Effort Score NPS 90

NobelBiz

NOVEMBER 5, 2024

Today, customers want speed, smoothness, and personalization across all touchpoints; however, this standard has several operational obstacles. Related Article 7 Proven Strategies to Smash Your Outbound Sales Dialing Targets with Nobelbiz 5.

Omni-Channel 52

Omni-Channel Contact Center Multi-Channel Knowledge Base 52

DCX

FEBRUARY 11, 2025

A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does. AI Prompt: "Turn this CX impact data into a short, compelling case study using the ABDCE framework."

Self Service 52

Self Service Leadership Comparison Report 52

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. Salesforce is undeniably a powerhouse for needs spanning the marketing, sales, and customer experience lifecycle. And this journey starts before they’re even a customer. Reach out today to let us know how we can help.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

Optimove

AUGUST 5, 2021

Especially since the shift in focus from wholesaling and brick-and-mortar stores to direct-to-consumer digital sales created major challenges – and opportunities – in how John Hardy’s marketers operate. Average sales of $901 per customer, from realtime cart- abandonment campaigns. Download the full case study here.

CRM 98

CRM Marketing Omni-Channel Retail 98

SurveySparrow

MARCH 19, 2024

Build brand trust: Videos sharing tutorials, customer testimonials, case studies, and behind-the-scenes content help users get to know your brand, boosting their confidence and trust. Produce Video Case Studies Case studies are a vital component of the late-stage buyer’s journey , especially for B2B brands.

Video 95

Video Strategy Marketing Social Media 95

ClientSuccess

FEBRUARY 15, 2022

This first touchpoint with a candidate only needs to last approximately thirty minutes and should serve as a brief introduction between your organization and the candidate. Customer Success + Sales . Toolkit: Sales, Marketing & Customer Success Alignment Toolkit. Exploratory Discussion. Customer Success + Marketing.

Customer Success 81

Customer Success eBook Case Study Touchpoint 81

ChurnZero

JANUARY 26, 2022

In a world where every Sales, Marketing, and Customer Service interaction is collected as a data point using software like HubSpot, reducing customer churn has become a science. Pro tip: happy customers make great product ambassadors, testimonials, or case studies. What does the data show about common reasons customers churn?

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

NobelBiz

MAY 25, 2023

Goldmine, which launched in 1990, was the first kind of software to combine contact information, calendaring, sales data, and marketing automation into one platform. This can lead to increased customer satisfaction and loyalty, as well as improved sales and revenue. Since then, the CDP market has grown rapidly.

Call Center 98

Call Center Software Data Contact Center 98

Beyond Philosophy

JULY 7, 2022

First, we covered a case study about Nissan in the Middle East that found a way to change how people shopped for their cars to an online experience. For example, are there opportunities within the physical space for people to interact with a computer rather than a sales clerk? We touched on these topics before.

Retail 160

Retail Online Experience Case Study Interaction 160

NobelBiz

JULY 16, 2024

Outbound sales dialing can be challenging, but with the right strategies and tools, you can significantly improve your results. In this article, we’ll explore 7 Proven Strategies to Smash Your Outbound Sales Dialing Targets with Nobelbiz 1. Related Article 5 Must-Have KPIs For a Successful Telemarketing Campaign 2.

Sales 52

Sales Strategy Contact Center Social Media 52

Totango

MARCH 29, 2022

By having valuable customer data attributes and signals available with real-time visibility in one platform, sales and marketing teams can confidently take action with the most relevant messaging for customers. How Mapping Customer Journeys with Data Helps Marketing + Sales Teams . Allow Automation to Scale Customer Engagements.

Customer Engagement 101

Customer Engagement Engagement Effort Score Customer Journeys 101

Comm100

FEBRUARY 7, 2018

By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company. Does the vendor have case studies of companies like yours who’ve used their software?

Software 112

Software Customer Engagement Engagement Social Media 112

NobelBiz

OCTOBER 8, 2024

In outbound sales, success often comes down to one key element: making genuine connections. It’s not just about the number of calls on your to-do list; it’s about how those conversations turn into valuable leads and sales. Obviously, the more prospects you reach, the better chance you have of converting leads into sales.

Sales 52

Sales Strategy Multi-Channel Call Center 52

Oracle

MARCH 12, 2019

Historically, the retail industry has viewed physical stores primarily in terms of sales. Retail TouchPoints reports that in his keynote presentation, Nordstrom’s Co-President Erik Nordstrom indicated that the company is looking broadly at the diverse roles stores play in the CX. Personalization and smarter shopping.

Retail 86

Retail Conference Case Study Consumers 86

Oracle

DECEMBER 5, 2018

A key to that is getting the entire organization to understand they’re part of every brand touchpoint, and realizing all touchpoints work together to affect the experience and perceptions of the business—whether they be person-to-person or online. 17% of all retail sales are expected to be ecommerce by 2022.

Customer Experience 71

Customer Experience Ecommerce Banking Touchpoint 71

Comm100

APRIL 25, 2018

A Case Study: Richmond Telephone Company. This step requires you to empower your sales team and customer service representatives to be proactive. Pinpoint Touchpoints That Cause Friction. When left unaddressed, these touchpoints cause customers to move through multiple channels and increases customer churn.

Self Service 104

Self Service Company How To Effort Score 104

PeopleMetrics

FEBRUARY 26, 2018

the folks they've endeared themselves to since the start of the sales pursuit. "We You need to be continually tapped into feedback along critical touchpoints throughout the customer journey. Promoters can be referred to Customer Success or Sales & Marketing for testimonials or case studies. Be courageous!

NPS 96

NPS Net Promoter Score Company Roadmap 96

Alida

JANUARY 13, 2017

Everyone needs to be involved—from product to customer service, from sales and marketing, even within procurement and legal departments. Marketing leaders over the past few years have evolved to think beyond the sale, focusing on the lifetime value of a customer. Only then will customers feel that we’re more than just selling products.

Omni-Channel 50

Omni-Channel Marketing Customer Experience Multi-Channel 50

CXApp

JULY 31, 2018

The Top-Five and Best Mobile-Powered Customer Experience Touchpoints But what processes are truly being modernized? What are the most popular “mobile-powered” customer experience touchpoints that are part of this digital evolution? It’s not that brands or organizations necessarily want to make the jump, it’s more that they have to.

Touchpoint 40

Touchpoint Case Study Communication B2C 40

CXApp

JULY 31, 2018

The Top-Five and Best Mobile-Powered Customer Experience Touchpoints But what processes are truly being modernized? What are the most popular “mobile-powered” customer experience touchpoints that are part of this digital evolution? It’s not that brands or organizations necessarily want to make the jump, it’s more that they have to.

Touchpoint 40

Touchpoint Case Study Communication B2C 40

Russel Lolacher

JUNE 15, 2021

There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers. Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

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. They have built an incredibly huge base of loyal customers.

Net Promoter Score 76

Net Promoter Score Loyalty Programs Customer Service Ecommerce 76