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 are the Benefits of having a Customer Experience Consultant?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 26, 2024

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. You will outline the stages and touchpoints customers will experience in this stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

APRIL 3, 2025

Ensuring some consistency across these touchpoints is key. Watch our latest video where InMoment expert Simon Fraser, VP of Insights and Consulting, is interviewed by CX Live. Successful customer experience strategies integrate data from various business functions to create a more unified approach.

Culture 195

Culture Social Media Loyalty Government 195

eglobalis

OCTOBER 14, 2024

These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment. Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

Experience Investigators by 360Connext

FEBRUARY 4, 2019

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. Try listing all the touchpoints where your brand interacts with your customer. So what should today’s customer experience professional do about all these touchpoints? advertising. in-store interactions.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

Experience Investigators by 360Connext

DECEMBER 29, 2014

What is a Touchpoint? Understanding customer touchpoints is essential to delivering a superior customer experience. How do you identify the touchpoints that matter the most? She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. The impact it has on your PS and consulting, and on any client interaction, is considerable.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

ShepHyken

NOVEMBER 18, 2024

Companies should identify which touchpoints are “table stakes,” meaning basic expectations that must be met, but not necessarily exceeded. ” About: Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. Employees are essential in upholding the brand promise.

Brands 140

Brands Touchpoint Financial Resources 140

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 447

Healthcare Culture Travel Study 447

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. Actionable Insight: Train your sales and customer service teams to adopt a consultative approach.

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Case Study 156

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). This is another opportunity to use AI to your advantage and suggest which customer touchpoints are most critical to the overall experience and supporting your organizations goals.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

JANUARY 27, 2025

For that customer, your brand isnt just another apparel warehouseyoure their fashion consultant, style authority, and default choice for wardrobe-building. Every conversation becomes a strategic touchpoint, driving additional sales while delivering personalized experiences that meet customers’ needs at precisely the right time.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

eglobalis

SEPTEMBER 3, 2024

So last year I asked CX Practitioners and Consultants what they need from a VoC platform. Consultants are also looking for greater functionality though were more cautious with their criticisms. A consultant who emphasised the lack of a VoC strategy and the professional managing VoC manually highlight this issue.

e-support 305

e-support Consulting Feedback Survey 305

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Use NPS to quickly and efficiently calculate each client’s customer satisfaction level and you’ll find it easy to demonstrate the positive effects of your work as a consultant.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

Experience Investigators by 360Connext

NOVEMBER 12, 2014

When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. appeared first on Customer Experience Consulting. Not everything has to hit the mark exactly, but if the experience you deliver to customers is lacking any identity, you might as well pack it up.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Don’t reserve empathy for one set of customers or only the big touchpoints. Each touchpoint leads to an emotion. Empathy for Real Life Customers.

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Is there a specific journey or group of touchpoints you want to address? Developing CX Personas: The Step Before Journey Mapping.

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

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. I’m Kiri Burgess, a Senior CX Consultant at InMoment APAC. 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.

Tips 368

Tips Survey Touchpoint Policies 368

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

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Integrate different customer touchpoints – to deliver a truly consistent CX. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Experience Investigators by 360Connext

DECEMBER 17, 2014

Tackle those trickiest touchpoints in 2015. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. whenever they’d like!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Lumoa

APRIL 3, 2018

Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Only then you can ask about the most critical touchpoints, if needed. When to ask feedback?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

InMoment XI

MAY 25, 2023

Customer experience design is the process of creating the customer experience at all touchpoints, from the initial discovery phase through to the post-purchase phase. Customer Experience The customer experience encompasses the customer’s experience with the overall brand at all touchpoints before and after purchase.

Customer Experience Design 363

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 363

GetFeedback

SEPTEMBER 20, 2019

In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). . CSAT and CES are touchpoint surveys. Touchpoint surveys are used to capture feedback after individual customer interaction with different parts of the organization. Net Promoter Score (NPS).

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s design and evaluation and improvement and every single piece of the touchpoint puzzle. More Posts - Website Follow Me: The post 10 Ways Customer Experience Rocks Your World appeared first on Customer Experience Consulting. But often it’s thought of as reactive. Customer service happens when a customer has a problem.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Investigators by 360Connext

JANUARY 8, 2018

These often point back to the annoying, outdated, or altogether defunct touchpoints that don’t just disappear when you start a larger initiative. appeared first on Customer Experience Consulting. This post was written for and a version originally appeared on the CallidusCloud CX blog. The post Forget About the Wow.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. Up to two additional hours of digital Customer Success consulting. The post ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services appeared first on ChurnZero. For more information, visit [link].

Consulting 98

Consulting Customer Success Strategy Chief Customer Officer 98

ijgolding

APRIL 9, 2020

So, we are dealing with a touchpoint that can’t pick up the request. With over +20 years of experience in customer engagement technology implementations and customer experience consulting, Eytan is driving the international CX practice of Prodware worldwide. All-in-one CX solution. Prodware Group.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

InMoment XI

OCTOBER 24, 2024

InMoment excels at offering a platform that connects customer data from every channel into one easily accessible location and offers consulting services from in-house industry experts. InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

GetFeedback

JUNE 12, 2019

I want to emphasize that the term customer experience encompasses all interactions, across all touchpoints of a customer’s journey and relationship with your brand. And delivering great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company.

User Experience 329

User Experience Customer Experience Customers Interaction 329

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. Customer touchpoints vs. journeys. Let’s take a deeper look at customer experiences by distinguishing between touchpoints and a journey.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

InMoment XI

JANUARY 10, 2023

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. This role determines the best way to collect, analyze, and act on voice of customer data at key touchpoints across the customer journey. . Let’s find out.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

InMoment XI

SEPTEMBER 16, 2024

Consultation with the doctor – offers information on the patient’s satisfaction with the doctor’s communication and overall behavior. Consultation – captures patient feedback on consultations offered by the staff, including dosage and general medication advice. or general feedback.

Feedback 195

Feedback Healthcare Hospitality Wait Times 195

InMoment XI

JULY 24, 2024

This blog post explores what CX services are and why more and more companies are turning to expert CX consulting services to enhance their interactions with customers and drive loyalty. These services include things like consulting, training, and ongoing support aimed at optimizing every touchpoint in the customer journey.

Technology 195

Technology Customer Experience ROI Consulting 195

Customer Bliss

JULY 1, 2020

We can prepare for this future by gaining a deeper understanding of customers and employees through various touchpoints. These touchpoints include video, text, and voice messaging, which gives CX leaders more opportunities to see the bigger picture. Robbie Kellman-Baxter, Author & Consultant.

Leadership 208

Leadership Chief Customer Officer Touchpoint Hotels 208

C3Centricity

JUNE 8, 2020

They expect recognition at every touchpoint, even if in reality their decisions are influenced by their peers, more than by traditional marketing. Please check out our website for more information on our training and consulting offers, and then contact us here. They have higher expectations and are more discerning in their choices.

Hospitality 307

Hospitality Customer Centricity Hotels How To 307