Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. Testing a points-based loyalty program where customers earn discounts on future purchases.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Remember: Be mobile-ready.

Customer Journeys 226

Customer Journeys B2C Social Media Omni-Channel 226

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Offering upsells, cross-sells, and loyalty rewards helps increase the value of each customer over time, turning one-time shoppers into high-value repeat buyers.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

InMoment XI

FEBRUARY 7, 2024

Today, AI-powered digital assistants or chatbots enable hotels to meet these expectations. After the stay, hotels can leverage AI-powered chatbots to collect customer feedback and resolve outstanding issues. Chatbots can be an effective tool for enrolling guests in loyalty programs, increasing the chances of repeat business.

Hotels 195

Hotels Guest Experience Travel Social Media 195

Comm100

FEBRUARY 10, 2022

Use chatbots. A chatbot is an effective avenue for brands to offer real-time customer support at any hour of the day. An AI-powered chatbot can also handle more complex actions, such as helping a user navigate the website or better interpreting the customers’ grievances. So, your brand can respond to each customer individually.

Self Service 130

Self Service Customer Service Strategy How To 130

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. Now that we are all set with the most popular customer surveys, let’s dive into the specific touchpoints to consider.

Ecommerce 110

Ecommerce Survey Retail NPS 110

Lumoa

NOVEMBER 21, 2023

It helps Starbucks to personalize their communications, marketing, loyalty programs, and even keep a tab of in-store inventory. The possibilities have grown in many folds since the development of the generative AI chatbot developed by OpenAI. And this was just one example.

Analysis 195

Analysis Feedback Social Media Chatbots 195

Thematic

APRIL 1, 2025

Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? That’s exactly what customer journey mapping does—charting each step customers take with your business, from first contact to long-term loyalty. Importantly, break down data silos.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

InMoment XI

JANUARY 17, 2024

By understanding and anticipating the needs and preferences of your guests, you make them feel valued and ensure that every touchpoint in their journey contributes to positive and enjoyable experiences. This means that all interactions and touchpoints the guest has with your brand are considered. Guest experience isn’t a department.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

TechSee

MAY 19, 2021

view of customers by accumulating data from the various touchpoints that a customer may use to contact a company. AI-based chatbots contend with the massive number of support requests that often overwhelm customer service centers by empowering customers to resolve minor issues on their own. Predict the Future with Data Analytics.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

Lumoa

JUNE 26, 2023

Omnichannel marketing customer experience is a strategy that integrates all marketing touchpoints – both offline and online – to create a seamless customer journey. Building an omnichannel experience helps you access customer data from all your touchpoints. This will help you generate a lot of more leads.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

CSM Magazine

OCTOBER 21, 2024

Chatbots, for instance, can provide quick responses to frequently asked questions, helping to reduce customer wait times. Offering loyalty programs, discounts, or personalized thank-you notes can go a long way in making your customers feel valued.

Tips 52

Tips Customer Experience Social Media Customer Centricity 52

delighted

OCTOBER 3, 2024

From writing product descriptions to automating customer support queries with chatbots, the opportunities to implement AI are limitless. Brands are leveraging customer data for personalized experiences Brands collect data at various touchpoints across the ecommerce customer journey. Just how prevalent is AI in ecommerce?

Ecommerce 93

Ecommerce Retail Trends Social Media 93

SurveySensum

AUGUST 19, 2024

This is one of the customer touchpoint examples where the brand engaged with Mike to remind and or understand why he abandoned the cart. This interaction at this touchpoint in Mike’s customer journey prompted him to become a customer from just a mere visitor. What are Customer Touchpoints?

Touchpoint 52

Touchpoint Examples Customer Journeys Social Media 52

DCX

DECEMBER 1, 2024

If your brand’s doing the same things as everyone else—same chatbots, same perks, same emails—why should customers care? Pick one area—like email, loyalty programs, or chatbot interactions—and find a way to make it more personal and unexpected. What feels generic? Let that sink in.

Fashion 52

Fashion Culture Trends Connections 52

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Remember: Be mobile-ready.

Customer Journeys 100

Customer Journeys B2C Social Media Omni-Channel 100

BirdEye

SEPTEMBER 11, 2023

With AI-driven solutions, you can bring efficiency across customer touchpoints, increase customer satisfaction, support self-service options, and gain valuable insights to deliver highly tailored and engaging interactions. You can equip chatbots with pre-written FAQs, purchase processes, payment method issues, etc.

Customer Experience 114

Customer Experience Self Service Social Media How To 114

DCX

FEBRUARY 2, 2025

Companies that anticipate needs, remove obstacles, and weave CX into every touchpoint—before the customer even realizes they need it. More Than Just Locks: The app is also getting a boost with AI-powered search and a chatbot for managing prescriptions, making the entire experience more personalized and efficient.

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. Retailers leverage AI technology, such as chatbots and predictive analytics, to enhance customer experiences by providing immediate assistance and personalization. What sets an exceptional retail customer experience apart? Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

BirdEye

AUGUST 20, 2024

Loyalty programs and retention strategies Loyalty programs and retention strategies are designed to reward and retain existing customers, encouraging them to continue doing business with your HVAC company. Respond quickly, be friendly, and ensure every touchpoint is a positive one.

Strategy 59

Strategy Marketing Social Media Chatbots 59

CSM Magazine

FEBRUARY 29, 2024

This will enable you to provide a seamless experience across all touchpoints. Use chatbots and AI: Use chatbots and artificial intelligence (AI) to provide personalized recommendations and support to customers across different channels. Personalize these programs based on customer behavior and preferences.

Omni-Channel 52

Omni-Channel Connections Loyalty Programs Chatbots 52

SurveySparrow

JULY 4, 2023

It enables businesses to create personalized, seamless, and memorable experiences at each touchpoint, fostering customer satisfaction, loyalty, and advocacy. To stand out from the competition, businesses must craft a seamless and personalized journey that resonates with their audience at every touchpoint.

Customer Journeys 52

Customer Journeys Customer Experience Touchpoint Chatbots 52

BirdEye

NOVEMBER 7, 2023

Customer support When dealing with customer inquiries through chatbots or live chat , text abbreviations can streamline conversations by making them faster and more efficient. Say goodbye to missed customer touchpoints and elevate your service game. Let’s dive into a few real-world scenarios where they come into play: 1.

How To 116

How To Social Media Communication ROI 116

SurveySparrow

JULY 23, 2023

Similarly, advancements in artificial intelligence have given rise to trends like AI-powered chatbots and virtual assistants. An Omnichannel approach embraces this complexity, striving to offer a seamless, consistent experience across all customer touchpoints. Here come the chatbots, providing real-time, 24/7 engagement with customers.

Trends 52

Trends Self Service Customer Experience Omni-Channel 52

SurveySensum

JULY 18, 2023

Feedback can be collected at each touchpoint in the customer’s journey, from website navigation to product recommendations, from the checkout process to the payment process. So, create a seamless shopping experience for them that cater to their convenience by connecting offline experiences with a digital touchpoint.

Retail 52

Retail Customer Experience Chatbots Touchpoint 52

SurveySensum

DECEMBER 4, 2024

Banks can achieve this by providing personalized messages, loyalty programs, and regular check-ins. By implementing AI tech like chatbots, and AI meeting assistants banks can respond faster to customer queries improving their CX. Make them understand their importance in enhancing the bank’s customer experience.

Banking 52

Banking NPS Financial Net Promoter Score 52

CSM Magazine

AUGUST 21, 2023

By implementing the right technology, such as chatbots or AI-powered chat assistants, you can create a more personalized and convenient shopping experience for your customers. By understanding your customers’ preferences and behavior, you can build stronger relationships and increase their loyalty to your brand.

Retail 52

Retail Customer Engagement Engagement Social Media 52

SurveySensum

SEPTEMBER 14, 2020

Such brands also re-build their loyalty programs to become close-knit communities where members can gain access to real perks while feeling part of the family.”. Chatbots: Add intelligence with virtual assistants like chatbots and advanced IVR that uses NLP to create more optimized and convenient interactions.

Customer Experience 59

Customer Experience Social Media Multi-Channel Chatbots 59

SurveySensum

JULY 4, 2023

Customers have multiple touchpoints with your brand, from clicking on your website to watching a product demo or making a purchase. These touchpoints can provide you with crucial information on your customer’s needs and expectations and what you need to improve your customer experience.

Customer Satisfaction 52

Customer Satisfaction Tips Strategy Social Media 52

SurveySensum

JULY 4, 2023

Customers have multiple touchpoints with your brand, from clicking on your website to watching a product demo or making a purchase. These touchpoints can provide you with crucial information on your customer’s needs and expectations and what you need to improve your customer experience.

Customer Satisfaction 52

Customer Satisfaction Tips Strategy Social Media 52

Currency Alliance

NOVEMBER 14, 2019

Nobody in loyalty could have missed The Times’ headline in October, about the Committee for Climate Change (CCC) proposal to start taxing frequent flyer programs (FFPs), or even to shut them down, under the assumption that they increase flying. Brands reward more touchpoints to grow emotional loyalty.

Loyalty 40

Loyalty Trends Hotels Loyalty Programs 40

SurveySensum

FEBRUARY 20, 2024

Take advantage of different types of surveys at different touchpoints of the customer journey. Optimize your Customer Journey The customer journey includes multiple touchpoints and interactions that can be optimized to improve the journey and customer experience. How? – By creating customer personas and customer journey mapping.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Take advantage of different types of surveys at different touchpoints of the customer journey. Optimize your Customer Journey The customer journey includes multiple touchpoints and interactions that can be optimized to improve the journey and customer experience. How? – By creating customer personas and customer journey mapping.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

DCX

AUGUST 13, 2024

The dream of seamless, personalized experiences across every touchpoint often feels more like herding cats while juggling flaming torches on a unicycle in a hurricane. Example: You dream of AI-powered chatbots and predictive analytics, but your reality is more like a digital Frankenstein's monster. reality hit. And hit hard.

ROI 52

ROI e-support Touchpoint Course 52

SurveySensum

AUGUST 24, 2023

Seamless Account Management with Virtual Assistant – Bank of America Leveraging the power of cutting-edge technologies such as AI chatbots, Virtual Assistants, etc. Google’s commitment to anticipating and meeting user needs underscores its dedication to reducing customer effort across various touchpoints.

Self Service 52

Self Service Brands Effort Score Airlines 52

SmartMessage Blog

JULY 13, 2023

Loyalty-program loyal A loyalty-program loyal customer is a customer who is enrolled in a loyalty program and who makes repeat purchases from the business that offers the loyalty. They do not only depend on low prices and loyalty programs with high benefits.

Loyalty 40

Loyalty Management Loyalty Programs Competitive Advantage 40