ECXO

JULY 29, 2024

Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Businesses like Typeform, Alchemer, and Google Forms provide platforms to conduct surveys tailored to specific customer journey touchpoints.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Real-time Customer Data Platforms (CDPs) integrate data from various touchpoints, offering a unified view of the customer.

Strategy 392

Strategy Customer Experience Net Promoter Score Customer Centricity 392

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

Customer Journeys 370

Customer Journeys Culture Leadership Effort Score 370

eglobalis

NOVEMBER 3, 2024

For example, a cybersecurity firm might prioritize trustworthiness, transparency, and proactive problem-solving in every client interaction, aligning its CX strategy with these values to build credibility and reinforce its commitment to security.

B2B 464

B2B Culture Innovation Loyalty 464

Experience Investigators by 360Connext

DECEMBER 1, 2020

Real-World Examples Of Journey Mapping Use Cases (& the Wins They Deliver): Find Out What’s Happening TODAY with Current State Mapping. It was easy to fix and those customers immediately engaged more with the communications they did receive. The verdict: Company 1 delivered support along 5 touchpoints.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? What is a Touchpoint? Channels are Not Touchpoints.

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

InMoment XI

JANUARY 9, 2024

What are Some B2B Customer Experience Examples? Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Clearly communicate pricing, terms, and conditions.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Lumoa

FEBRUARY 9, 2023

Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Include customer-centricity in daily operations and communications inside the company. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. A classic example comes from Amazon.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so Now, how do you select which operational metrics you display on your dashboard?

Customer Journeys 345

Customer Journeys Telecommunications Metrics Touchpoint 345

ECXO

NOVEMBER 19, 2024

Consider mapping out a Customer Journey Map to identify touchpoints where your brand can offer support, resolve issues, or provide value. For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor. Understand their pain points, motivations, and challenges.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

ECXO

JUNE 11, 2023

Define your brand values and messaging – having a clear set of brand values and messaging is essential to creating a consistent experience across all touchpoints. How do customers experience your brand – across touchpoints? The buying journey has become more complicated, and longer. Expectations and needs are constantly on the move.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Experience Investigators by 360Connext

NOVEMBER 30, 2021

A Customer Persona — and especially a CX-focused one — can help paint an accurate picture of your customer and communicate that across your organization, empowering your employees and leading to better outcomes across the board. Is there a specific journey or group of touchpoints you want to address?

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. For example, an organization might experiment with response times on social media versus email to identify the most effective communication method.

Customer Journeys 289

Customer Journeys Effort Score Omni-Channel Social Media 289

InMoment XI

FEBRUARY 24, 2022

So how should a CX practitioner go about bridging that gap in communication? And eventually, how those metrics directly inform the important touchpoints in that journey. Tip #3: Use Small, Real Money Examples. For example, let’s say there’s a rental car business that sells at airports. Tip #2: Tell Stories.

Tips 370

Tips ROI Metrics Touchpoint 370

eglobalis

JULY 31, 2024

By automating these processes, businesses can maintain consistent and relevant communication, leading to higher conversion rates and improved customer satisfaction. These tools allow businesses to create seamless, personalized experiences by understanding customer interactions across various touchpoints and channels.

Customer Experience 341

Customer Experience Social Media Analytics Chatbots 341

ECXO

AUGUST 12, 2024

These tools enhance customer satisfaction through efficient, personalized communication. Customer Journey Orchestration: Platforms such as 6sense and Qualtrics enable businesses to map, monitor, and optimize the customer journey, creating seamless, personalized experiences across multiple touchpoints.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. This means communicating often and earnestly. 12 Tips to Help You Communicate About Customer Experience. Start with the why.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Kayako

JUNE 9, 2022

For many years, companies focused on customer touchpoints to gauge customer satisfaction. In recent years, companies have seen that touchpoints do not capture the whole picture. Management consulting firm McKinsey makes the point that customer touchpoints only measure satisfaction at a single point in time.

Customer Journeys 255

Customer Journeys Self Service Touchpoint Customers 255

InMoment XI

JANUARY 23, 2023

You know what touchpoint you’re examining, what you’re hoping to learn, and what questions you’re going to ask. You’re sitting down to carve out the newest survey in your customer experience (CX) program. Now it’s time to settle on the survey rating scale you’ll use. Unsure of which scale to choose?

Tips 368

Tips Survey Touchpoint Policies 368

InMoment XI

MAY 3, 2022

For example, many insurance CX programs survey with metric-based questions and get consistently high scores from customers. So think about the different touchpoints that pose potential for valuable CX data. For insurance CX programs, listening to the v oice of customer shouldn’t mean collecting as much data as possible.

Insurance 370

Insurance Tips Data Return on Investment 370

CloudCherry

DECEMBER 20, 2017

People are using new platforms and methods to communicate, and they are obtaining information in different ways as well. For example, a mere decade ago, Instagram, WhatsApp, smartphones, tablets, and many other communication devices and platforms didn’t exist. Yet, they still communicate with these people regularly.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

C3Centricity

JUNE 8, 2020

It is founded on trust and confidence in the product, the brand’s website and their engaging communications. Think Coca Cola and Red Bull as great examples of this. #2. One good example of this, but I know many hotels are also doing it, is the Rosewood Mayakoba resort in Mexico. Dialogue don’t just Communicate.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307

Experience Investigators by 360Connext

DECEMBER 14, 2021

Communicate and support employees serving customers in bigger and more consistent ways. There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example. What do they need to know, hear and do to best communicate when things don’t go as planned? .

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Experience Investigators by 360Connext

JULY 17, 2024

Real-World Examples Of Journey Mapping Use Cases (& the Wins They Deliver): Find Out What’s Happening TODAY with Current State Mapping Your customers don’t follow your process maps. 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

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. By visualizing the customer’s experience across various touchpoints, journey maps provide a clearer understanding of where internal processes may be causing delays, confusion, or frustration for both customers and employees.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

C3Centricity

MAY 20, 2019

They become involved and interested in the brand, the product, their website, even their communications. Coca Cola and Red Bull are great examples of this. These might be the friends of current guests, which for example the Rosewood Mayakoba resort in Mexico tries to attract. Liberty Mutual is one such example of this.

Industry 266

Industry Strategy Hospitality Hotels 266

Experience Investigators by 360Connext

APRIL 14, 2020

If you are launching a new product or communicating to a new audience, a journey map can help you provide a more seamless experience to customers who need what you offer right now. Here’s a recent example: The onboarding process for a certain type of customer was a known pain point at an organization. Click To Tweet.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

ECXO

AUGUST 9, 2023

Let me give you an example of leaders are creating competitive advantage. (I I use cloud professional services examples throughout, but there are valuable lessons here for everybody). Clients need more than a team that simply delivers managed services, for example. We hear a lot about ‘new frontiers’. Let’s continue.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Lumoa

NOVEMBER 8, 2018

Use an NPS survey to track customer loyalty over time, send out CES surveys to understand how easy it is for customers to get the support they need or distribute CSAT surveys to understand how satisfied customers are after key touchpoints in the customer journey. Google or Facebook ratings are a good example of CSAT. Image by Retently.

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

Experience Investigators by 360Connext

APRIL 27, 2021

Before jumping into tactics: Know what success looks like and communicate it across the organization. Make a note and then communicate these quick wins. Every touchpoint in the customer journey is an opportunity to make a lasting impression. Personalize your communications. Did service calls decrease?

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. Communication is sporadic and often feels impersonal or transactional. Example: A potential customer fills out a form on your website. Example: A prospective customer requests a demo of your service.

Sales 265

Sales Customer Experience e-support Examples 265

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Improved Personalization While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true. This enables more relevant and targeted communication.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Lumoa

MARCH 20, 2018

Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Include customer centricity into daily operations and communications inside the company. No doubt, omnichannel communication is a definite megatrend of the customer experience in the next years.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

GetFeedback

JANUARY 12, 2020

airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. Another example of requests that shouldn’t be immediately fixed is the major changes that take time to assess and, if approved, implement. Customer touchpoints vs. journeys.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221