Consumers ROI Touchpoint 
eglobalis
MARCH 13, 2025
Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences. They want suppliers and partners who are easy to do business with, understand their needs, and provide consistent support across every touchpoint. At the same time, B2B customer expectations have risen.
GetFeedback
JULY 19, 2019
Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints.
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InMoment XI
DECEMBER 17, 2024
Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. Regardless of their background, your chosen candidate should have experience with this to ensure that you can measure the ROI of your CX program.
InMoment XI
NOVEMBER 26, 2024
However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. This often stems from poor internal communication, outdated technology, or inefficient processes.
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InMoment XI
OCTOBER 25, 2024
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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.
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