Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. A CX Manager ensures that every team is aligned, every touchpoint is optimized, and every customer feels valued. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

eglobalis

OCTOBER 1, 2024

By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams. Overhauling these systems can be costly and time-consuming, but phasing out old technology while training employees on new systems will eventually smooth out the process.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

Lumoa

JANUARY 27, 2023

Most consumers consider the customer experience crucial when purchasing, but only half of them feel that organizations are doing a good job. Identify Customer Touch Points Touchpoints are where your brand and your consumers meet and interact. Here are a few touchpoints to consider: Social media.

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Retently

NOVEMBER 27, 2024

Key Insight: Refining Operations for Long-Term Loyalty Here’s the secret sauce: refining your backend operations and customer touchpoints is just as important as your marketing efforts. Understanding the latest market trends and consumer behavior isn’t just a “nice-to-have” – it’s a game-changer for ecommerce growth.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. 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.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Retently

OCTOBER 1, 2018

What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question. It’s likely because many brands don’t understand consumers. To better visualize it, think of it as a roadmap of the full customer experience.

Customer Journeys 91

Customer Journeys Touchpoint CEM Social Media 91

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. In fact, according to the Optimove Insights Report on Consumer Shopping Intentions for Holiday 2024, email is the preferred channel selected by 59% of respondents. What Deliverables and Roadmap Should Marketers Expect?

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

InMoment XI

APRIL 3, 2024

It sets the tone for the entire company/consumer relationship. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. Availability Does the touchpoint conform to user time demands? Does it load quickly?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

InMoment XI

MAY 3, 2024

At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. Foot Locker stands out as a beacon of innovation and customer-centricity. In this blog, we dive into the details of how Foot Locker is revolutionising retail through its CX initiatives.

Retail 195

Retail Return on Investment ROI Analysis 195

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business.

Feedback 195

Feedback How To Social Media B2C 195

Retently

JULY 8, 2024

This process is time-consuming and requires sufficient resources dedicated to this task. This allows for comprehensive reports to stakeholders, influencing strategic decisions such as the company’s roadmap. Lower Engagement With less frequent touchpoints, you might have lower engagement with your customers.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Studies show that 73% of consumers will switch to a competitor after multiple bad experiences, and more than half will leave after just one. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

ECXO

NOVEMBER 16, 2023

It’s being embedded into workflows and customer touchpoints. Any technology that makes CX poorer has no place on the roadmap. Experiences reflective of past interactions, and rooted in future relevance, across all touchpoints. They are piloting and embedding AI and GenAI around their core CX design.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

rethinkCX

FEBRUARY 23, 2025

From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. A 2024 study found that 71% of consumers expect personalized interactions, and 76% get frustrated when they dont receive them. chatbots, recommendation engines) to customize touchpoints in real time.

Trends 52

Trends Customer Experience How To Omni-Channel 52

Thematic

MARCH 30, 2025

In today’s competitive landscape, ignoring this step can be costly—nearly 49% of consumers have left a brand they were loyal to in the past year due to poor customer experiences​ Put simply: customers want to be heard and they want proof that their feedback matters. Companies that don’t close the loop see a 2.1%

Feedback 62

Feedback Roadmap Effort Score NPS 62

Lumoa

JANUARY 19, 2023

Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. What are the key touchpoints for different personas? Where do they hang out? What are their goals? How do they get in touch with us?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Thematic

MARCH 30, 2025

Consider this: 70% of consumers say they can tell which companies use AI effectively—and which ones don’t. Instead, you need unified data analytics to connect every touchpoint and every voice. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

Customer Insights 62

Customer Insights Data Analytics How To 62

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touch-points. In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer.

Omni-Channel 135

Omni-Channel Social Media Average Handle Time Knowledge Base 135

Thematic

MARCH 20, 2025

In fact, 70% of consumers notice a clear gap between companies that use AI effectively in customer service and those that don’t. Instacart successfully applied this strategy by tailoring insights for four distinct customer groups, including retailers, delivery drivers, advertisers, and consumers​ 4. Implement A/B testing.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Customer Bliss

FEBRUARY 18, 2016

She just joined LAUNCH; a start-up devoted to reinventing multi channel consumer experiences. Middle of the page – The moments are bucketed into high level touchpoints or stages. Then every year we would create a roadmap using the eco-system visual. Create a One Page High Level Eco-System. Bottom of page.

Customer Journeys 100

Customer Journeys Multi-Channel Touchpoint Roadmap 100

Thematic

APRIL 1, 2025

Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? A typical customer journey looks like this: Under each phase, list touchpoints (e.g., A strong customer insights strategy clearly turns feedback into actions on your product roadmap.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Michelli Experience

JULY 25, 2017

Neil notes, “ A recent survey of 3,000 consumers by the Institute of Customer Service (ICS) reveals that staff attitude and staff incompetence are rated the ‘most annoying or frustrating’ service problem, while ‘people-related issues’ account for a whopping 62% of all complaints.”. Every touchpoint in the brand will be examined and refined.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

ReviewTrackers

MARCH 14, 2019

Fickle consumer loyalty and ever-changing preferences. To understand what “customer journey” means, let’s use a definition by SurveyMonkey : “Think of the customer journey as a roadmap detailing how a customer becomes aware of your brand, their interactions with your brand–and beyond. Categorize your channels and touchpoints.

Banking 94

Banking Customer Journeys Touchpoint Rewards Programs 94

rethinkCX

MARCH 4, 2025

A Voice of the Customer (VoC) program is a structured way to collect, analyze, and act on customer feedback across touchpoints. Voice of Customer trends show that brands who listen win big: 60% of consumers say theyll pay more for a brand that gets them (another illustrative stat). Analysis turns noise into a roadmap.

Loyalty 52

Loyalty Social Media Customer Journeys Multi-Channel 52

Optimove

SEPTEMBER 25, 2023

This statistic underscores a profound reality – consumers’ reliance on their mobile devices has evolved from convenience to a deep emotional attachment. By leveraging insights from a CDP, brands can use an MMH to curate content that speaks directly to the customer’s interests, ensuring each touchpoint resonates deeply.

Marketing 97

Marketing Touchpoint Loyalty Social Media 97

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. Whether someone is searching for your services on Google, checking your reviews, or engaging with your social media posts, every digital touchpoint contributes to your brands visibility. If your brand also feels invisible, keep reading.

Tips 85

Tips Tools Social Media Multi-Channel 85

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. Create a digital roadmap for your customers’ journey.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Thematic

JANUARY 7, 2025

By automating its processes using sentiment analysis tools, it could personalize every touchpoint. It then saw direct-to-consumer revenue rise by 9.5% Multi-channel integration ensures a holistic view of customer sentiment across touchpoints. You get a clear roadmap for action you must take. in just two years.

Analysis 62

Analysis Social Media How To Effort Score 62

CSM Magazine

NOVEMBER 25, 2019

Then create an ongoing roadmap for adding functionality to your bot, adding answers to more and more questions as they become relevant for your business. Create a roadmap for adding further functionality or integrations to continually improve the capabilities and effectiveness of your bot. Create seamless transitions.

Chatbots 87

Chatbots Strategy Customer Experience Roadmap 87

TechSee

FEBRUARY 9, 2021

If your employees find the technology cumbersome or time-consuming, they will not be quick to adopt it. It also includes a long-term roadmap that takes into account market/customer needs, so work is planned efficiently. Integrations. AI Capabilities.

Self Service 109

Self Service CRM Case Study Technology 109

BirdEye

DECEMBER 19, 2024

Solution: Implemented Birdeye Surveys AI , integrated with their PMS (Appfolio), to automate feedback collection at key touchpoints: Move-in surveys Work order completion surveys Renewal feedback Custom resident satisfaction surveys Results: 54% increase in NPS promoters within 6 months Maintained a 4.5-star

Strategy 52

Strategy Marketing Social Media Hospitality 52

Thematic

MARCH 30, 2025

Did you know that over 50% of consumers will switch to a competitor after a single unsatisfactory customer experience? It also helps everyone understand the customer journey from start to finish, improving the customer experience across all touchpoints. A customer feedback loop helps in preventing this from happening.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Gainsight

MARCH 18, 2021

Using a product roadmap tool , PMM and CS teams can securely keep key users aware of upcoming product changes before they’re released. And the why is simple: the most time-consuming part of any customer testimonial is finding the right customer to engage with and getting them excited about the opportunity. The result?

Customer Success 93

Customer Success Touchpoint Case Study Roadmap 93

delighted

FEBRUARY 22, 2022

An organization begins to collect feedback at multiple touchpoints across departments and develops cross-functional objectives to improve CX. This is a difficult, time-consuming process, but that is where a CX Maturity Model comes in to help break everything down into steps. Making progress. Expanding and scaling.

Customer Experience 91

Customer Experience Net Promoter Score Self Service Handbook 91

Comm100

FEBRUARY 7, 2018

Will your team have the opportunity to contribute to the product roadmap of the support tool by submitting ideas to the vendor? With this vendor, will your company be able to meet customers through multiple channels and touchpoints? (In Does the social media software vendor provide insight into consumer sentiment?

Software 112

Software Customer Engagement Engagement Social Media 112