ECXO

AUGUST 12, 2024

Consistency: A consistent design language across all platforms and touchpoints builds trust and brand recognition. Case Studies 1. The case studies of Zoom, Shopify, Figma, Klarna, and ByteDance demonstrate how strategic design can drive significant growth and user engagement.

User Experience 395

User Experience Case Study Financial e-support 395

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

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. Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 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 often start measuring NPS at one touchpoint (which is often customer service, as it is the most obvious option) that they think is the most important. When to ask feedback?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

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

Alida

DECEMBER 9, 2016

It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint. The same goes for uncovering touchpoints and key channels along the customer journey. Use feedback to discover what customers are doing at each stage and how they move along the customer journey.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

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. Systems, procedures, and touchpoints. What are the channels, touchpoints, and systems your customers are using? The customer’s journey phases and touchpoints. Click To Tweet.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

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. . Customers expect a personalized experience everywhere .

Conference 48

Conference Case Study Fashion Customer Expectations 48

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. and Outside In. I started to understand customer experience. NPS made sense.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

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

GetFeedback

JUNE 22, 2019

Any interaction or touchpoint with your customer should be on brand. She’s a blogging sensei—you’ll often find her writing case studies, help documentation, and articles about customer support for Supported Content. Your NPS survey question should be written in character with your brand. About the guest author.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

Calabrio

MARCH 5, 2025

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. VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training.

Contact Center 100

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

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

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. Hire People Who Will Make Your Company Unforgettable: A Case Study. For a more quantitative assessment, you can also get them to take one of these EQ tests. Assess Their Tech Skills.

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. What is Customer Experience Consulting? But what does that really mean for your business?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

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

CX Centric

JANUARY 20, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. More so, to achieve service success, as CX-Centric we put much more emphasis in a manager to synthesise the Customer Experience across all touchpoints (online, in-store etc) as this helps elevate Customer Loyalty.

Case Study 52

Case Study Retail Study Customer Experience 52

Confirmit

SEPTEMBER 23, 2018

For the CX team, being able to capture feedback at both a strategic relationship level (Net Promoter Score®) and at tactical and operational touchpoints throughout the customer journey was crucial. Voice of the Customer Case Studies.

Case Study 40

Case Study Study Net Promoter Score Hotels 40

Confirmit

SEPTEMBER 23, 2018

For the CX team, being able to capture feedback at both a strategic relationship level (Net Promoter Score®) and at tactical and operational touchpoints throughout the customer journey was crucial. Voice of the Customer Case Studies.

Case Study 40

Case Study Study Net Promoter Score Hotels 40

CSM Magazine

MARCH 5, 2025

Customer service is a key touchpoint for your brand. Assess their past experiences, case studies, or testimonials from clients in your industry. This clarity will allow you to communicate expectations to the external service provider effectively and ensure they meet your standards. How Will You Maintain Brand Consistency?

Customer Service 52

Customer Service Case Study Chatbots Customer Satisfaction 52

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

Kerry Bodine

MARCH 16, 2018

In Outside In , my co-author and I included over 80 case studies and examples precisely because no single company had put all the necessary pieces together. And yet, each of these case studies shone light on just a sliver of the organization.

Case Study 136

Case Study Conference Hotels Study 136

Maz Iqbal

NOVEMBER 11, 2014

This almost always involves looking at way of reducing customer effort at specific touchpoints e.g. call-centre, or specific customer interactions e.g. when buying something. It occurs to me that under the Customer Experience umbrella one can pursue several distinctive paths. What might these paths be? One there is the lets suck less path.

Travel 107

Travel Case Study Customer Experience Leadership 107

Maru Group

MAY 28, 2019

But touchpoint feedback often fails to take into account the longer-term impact of a customer relationship. It means that just measuring one-time touchpoint experiences, brands can’t accurately measure customer loyalty – or understand which CX elements will have the biggest impact on repeat visits. Quality food. Friendly service.

Case Study 40

Case Study Study Customer Experience Hospitality 40

Maru Group

MAY 28, 2019

But touchpoint feedback often fails to take into account the longer-term impact of a customer relationship. It means that just measuring one-time touchpoint experiences, brands can’t accurately measure customer loyalty – or understand which CX elements will have the biggest impact on repeat visits. Quality food Friendly service.

Case Study 40

Case Study Study Customer Experience Hospitality 40

Maru Group

MAY 28, 2019

But touchpoint feedback often fails to take into account the longer-term impact of a customer relationship. It means that just measuring one-time touchpoint experiences, brands can’t accurately measure customer loyalty – or understand which CX elements will have the biggest impact on repeat visits. Quality food Friendly service.

Case Study 40

Case Study Study Customer Experience Hospitality 40

Kayako

JUNE 16, 2022

There can be many steps and multiple touchpoints during a single customer service call. If you consider that every customer service touchpoint (calls, chat, self-service, etc.) You can read more about how Quick Heal healed its customer support problem in this case study. . How Do You Measure Your Customer Effort Score?

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

InteractionMetrics

JANUARY 7, 2025

By combining research, customer feedback, and organizational insights, journey mapping identifies: Key interactions (touchpoints): Moments where the customer directly engages with your company. A Disconnected Loyalty Program: Starbucks Rewards lacked integration with digital touchpoints, reducing engagement.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

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

Beyond Philosophy

JULY 17, 2017

Build-A-Bear: Emotional Touchpoints and Memories. It’s these kinds of moments that create memorable emotional touchpoints that enhance a customer’s experience. Case Study: Enhance Your CX with This Technology. Digital technology can enhance the customer experience. But it’s only part of the equation.

Technology 132

Technology Touchpoint Case Study Consulting 132

Optimove

NOVEMBER 28, 2024

Download Now Case Study: Success in Action Imagine a sports betting site using Optimove to craft a journey for NFL fans: Pre-Game: Send a personalized email offering exclusive odds for early bets on the Raiders-Chiefs game. In Summary Black Friday and the NFL are merging to create a day of unprecedented opportunity.

Sports 59

Sports Retail Multi-Channel Effort Score 59

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. And it’s especially critical for B2B customer insights , where sales cycles are longer, touchpoints are more complex, and decisions carry higher stakes. Think of customer feedback analysis like laying the foundation for a building.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

FEBRUARY 29, 2024

Examples of linkable assets include in-depth guides, infographics, case studies, or local resource directories that provide value to your audience and demonstrate your expertise in your industry. Ensuring that business information is accurate and up-to-date across all citations is essential for both local SEO and reputation management.

Tips 195

Tips Strategy Case Study Social Media 195

Experience Investigators by 360Connext

JUNE 30, 2020

For a great case study on resilience, check out this SAPPHIRE CX session with Audrey McNichols from SAP and Dinesh Sambamoorthy from Meijer.). As virtual channels become our primary touchpoint, we cannot simply replicate the analog experience online. The convenience of shopping online for delivery became an essential service.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

For a great case study on resilience, check out this SAPPHIRE CX session with Audrey McNichols from SAP and Dinesh Sambamoorthy from Meijer.). As virtual channels become our primary touchpoint, we cannot simply replicate the analog experience online. The convenience of shopping online for delivery became an essential service.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

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

eGain Blogs

MARCH 23, 2025

The verified answers are then made available across the organization through conversational AI agents, web portals, and APIsensuring consistent information delivery across all customer touchpoints.

Management 40

Management Knowledge Base Entertainment CRM 40