ECXO

NOVEMBER 19, 2024

To improve customer experience, companies must first understand their customers’ unique journeys, pain points, and goals. Consider mapping out a Customer Journey Map to identify touchpoints where your brand can offer support, resolve issues, or provide value.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

ECXO

MARCH 6, 2025

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. Customer experience spans many touchpoints and processes trying to fix everything at once can overwhelm the team and dilute resources.

B2B 314

B2B Customer Journeys How To Effort Score 314

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? This often stems from poor internal communication, outdated technology, or inefficient processes. Improving the entire customer experience can be difficult when only focusing on one stage or aspect.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. You need to understand the most important touchpoints and interactions.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

InMoment XI

NOVEMBER 7, 2024

Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives. What is Customer Experience Automation? This enables more relevant and targeted communication.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

eglobalis

JULY 2, 2024

AI avoids survey bias by covering 100% of customers and addressing the tendency of survey respondents to be more positive about a company than non-respondents, which can vary by culture. Segmentation and Personalization : Tailor feedback mechanisms to different customer segments to enhance relevance and effectiveness.

NPS 413

NPS Feedback Net Promoter Score B2C 413

InMoment XI

JULY 23, 2024

When done perfectly, a holistic ecommerce customer experience approach ensures your customers have a seamless and positive experience at every touchpoint. Positive Word-of-Mouth: Happy customers are more likely to recommend your brand to others, expanding your customer base.

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

Retently

JULY 8, 2024

It’s like keeping the pulse of your customer base at all times. Period-Based Surveys : Instead of always-on surveys, this approach collects NPS data at specific intervals, giving a snapshot of customer sentiment at set points in time. Here’s the alternative they offer: 3.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business. This concept can be applied to customer experience as well.

Connections 334

Connections Customer Experience Social Media Analysis 334

Experience Investigators by 360Connext

DECEMBER 1, 2020

Real-life wins: One client discovered customers were receiving duplicate emails, calls, and texts because of a system glitch nobody had identified for a segment of their customer base. It was easy to fix and those customers immediately engaged more with the communications they did receive.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

InMoment XI

OCTOBER 24, 2024

They aim to convert leads to closed deals, identify the most successful business activities, and manage the communication between businesses and current customers. Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Experience Investigators by 360Connext

FEBRUARY 6, 2024

NPS is quite popular with executives because it’s easy to understand and communicate. It’s also a great indicator of how customers feel about the overall brand and relationship. Customers are fairly familiar with CSAT questionnaires, so it’s easy to understand and implement. What are its pros? What are its cons?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

InMoment XI

NOVEMBER 18, 2024

By identifying specific customer preferences—such as preferred products, content types, or communication channels—you can tailor marketing messages, recommendations, and services to each customer’s needs. Improved Customer Retention It is no secret that retaining customers is more cost-effective than acquiring new ones.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

SEPTEMBER 5, 2024

Did you know that over 70% of consumers expect personalized communications and tailored products/services from companies they buy from? Of those customers, 76% get frustrated when they do not receive any level of personalization. What is Voice of the Customer?

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Experience Investigators by 360Connext

APRIL 23, 2024

And it’s often shared that a 5% increase in customer retention can lead to exponential gains in profitability. The bottom line here is that if you ONLY focus on customer metrics, you’ll miss an opportunity to make a real business impact. It’s up to CX leaders to clearly communicate about these connections for their organization.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Lumoa

JUNE 30, 2022

That’s a limited view because your customers have many different touchpoints with your product and brand over time. Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. Pick one area and make a change to the customer experience.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

ECXO

AUGUST 21, 2024

Creating Value and Building Relationships Just as gold is valuable and sought after, a successful customer experience organization creates value in every interaction. They build strong, trust-based relationships with their customers, ensuring that each touchpoint is meaningful and contributes to customer loyalty and satisfaction.

Social Media 156

Social Media Touchpoint Net Promoter Score Effort Score 156

Experience Investigators by 360Connext

JULY 17, 2024

Real-life CX wins: One client discovered customers were receiving duplicate emails, calls, and texts because of a system glitch nobody had identified for a segment of their customer base. It was easy to fix and those customers immediately engaged more with the communications they did receive.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

InMoment XI

SEPTEMBER 9, 2024

What is Customer Experience Consulting? 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 to Look for in a Customer Experience Consultant?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Automation can also be extremely useful for communication services.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

NICE inContact

MAY 23, 2019

This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

GetFeedback

NOVEMBER 23, 2019

Particularly in terms of customizing experiences, enabling teams to work more efficiently, and “ achieving a single view of the customer ,” as Salesforce puts it. 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.

Conference 48

Conference Case Study Fashion Customer Expectations 48

Lumoa

NOVEMBER 21, 2023

When it comes to increasing profitability and retaining a loyal customer base, the ability to smartly source, analyze, and use customer feedback data to enhance services and products makes all the difference. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Analysis 195

Analysis Feedback Social Media Chatbots 195

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. For businesses, this means the bar for customer experience (CX) is perpetually rising. Todays customers expect companies to: 1. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. What is Customer Journey Orchestration?

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

GetFeedback

DECEMBER 2, 2019

You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. It’s up to customer-centric leaders to engage the right ways to measure, communicate and take action on it. What is the best way to keep your best customers?

ROI 195

ROI Customer Satisfaction How To Effort Score 195

ECXO

SEPTEMBER 30, 2024

The tension in the air is palpable, as the waitstaff and kitchen crew navigate the delicate dance of communication and cooperation. o Communication Barriers Sales and internal teams often operate in silos, with limited interaction and communication.

Sales 156

Sales Customer Experience Innovation Culture 156

InMoment XI

JANUARY 4, 2024

In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience? At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement.

Retail 195

Retail Customer Experience Effort Score Social Media 195

Lumoa

SEPTEMBER 11, 2023

That’s why customer experience strategy plays such an essential role in determining how well a business performs. It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. It lets you identify the demographic makeup of your customer base.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

That’s why customer experience strategy plays such an essential role in determining how well a business performs. It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. It lets you identify the demographic makeup of your customer base.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. Passive churn occurs when customers don’t explicitly cancel their service. For example, a subscription that ends without renewal or communication from the subscriber. What Are the Benefits of Predicting Customer Churn?

Customer Retention 195

Customer Retention How To Analysis ROI 195

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. Taking the importance of collecting customer feedback out of the way, where do we start? Was the delivery process smooth and hassle-free?

Ecommerce 109

Ecommerce Survey Retail NPS 109

BlueOcean

OCTOBER 8, 2021

The first example is from “Outside In: The Power of Putting Customers at the Center of Your Business” by Harley Manning and Kerry Bodine, where you can read about it in more detail. The water utility company, based in the U.K., spent years planning the roll out of smart meters to their customer base.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

BirdEye

OCTOBER 11, 2023

IBM has shown that 50% of insurance customers prefer personalized digital communication to telephone- and postal-mail-based communication. According to Emplifi , 42% of customers said a seamless omnichannel communication experience is their top priority.

Insurance 111

Insurance Industry Customer Experience Self Service 111

BirdEye

SEPTEMBER 18, 2020

Consumers expect personalized experiences at every point of the buying journey, so businesses looking to accelerate their growth and long-term success must provide outstanding personalized customer experiences at every touchpoint. The customer journey is a representation of your customer’s lifecycle from awareness to advocacy.

Customer Experience 112

Customer Experience Management Touchpoint ROI 112

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. It’s time to “shift right.”. You need Totango.

Self Service 109

Self Service CRM Customer Retention Customer Journeys 109

ChurnZero

JULY 29, 2022

Increasing the value customers get from your product starts with understanding their goals. Your customer success teams must work with their customers to gain a deep understanding of their business objectives. Traditionally, these touchpoints coincide with milestones such as onboarding and renewal.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98