Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

eglobalis

MARCH 30, 2025

Low participation and bias further erode reliability: Busy customers often ignore survey requests, yielding low response rates skewed toward those with extreme opinions. This can misrepresent the broader customer base. With predictive insights, businesses can personalize the customer journey dynamically.

Survey 317

Survey Banking NPS Effort Score 317

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Retently

JANUARY 13, 2025

So, if youre ready to transform your customer journey from frustrating to frictionless, lets dive into the CES tools that can make it happen. Trust us your customers (and your bottom line) will thank you! Analyze trends, identify friction points, and implement improvements that make a tangible impact on the customer journey.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Optimove

OCTOBER 29, 2024

With AI’s predictive abilities, search suggestions are continually refined, ensuring that users are presented with the most relevant options based on personal preferences and broader behavioral trends. This eliminates unnecessary steps in the customer journey, allowing customers to quickly and efficiently discover the content they want.

Sports 52

Sports Customer Journeys Touchpoint Engagement 52

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

Totango

FEBRUARY 10, 2021

In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Set success goals for each stage of your customer journey map. Segment your customer database for personalized communications.

Customer Retention 90

Customer Retention Customer Journeys Customer Success Strategy 90

Alida

NOVEMBER 23, 2018

Vision Critical recently hosted an Agile CX lunch event in the city of Melbourne. During the afternoon gathering, Ian Jackman, Head of Data Enablement captured the audience to speak about his journey of establishing the true voice of the customer at Bendigo Bank.

Brands 113

Brands Customer Journeys Banking Metrics 113

Optimove

MARCH 6, 2025

By leveraging predictive analytics, brands are powered to deliver tailored product recommendations, content, and offers at scalealigned with each customers preferences and customer journey stage. Engaging customers with hyper-relevant messaging at the right moment, on their preferred channel, maximizes growth and loyalty. #2.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

InMoment XI

NOVEMBER 15, 2022

A CSAT score is a commonly used customer experience (CX) metric that helps a company build a relationship of trust and understanding with its customers. A successful organization knows that a key element of success is a loyal foundation built within its customer base. How Do You Calculate and Measure a CSAT Score?

Net Promoter Score 195

Net Promoter Score Effort Score How To Customer Satisfaction 195

CX University

JANUARY 2, 2025

If your competitors adapt faster to meet customer demands, you risk falling behind or being overstretched to keep up. Success hinges on meeting the expectations of an increasingly empowered customer base that demands immediacy, personalization, transparency, reliability, trust, and innovation.

Customer Journeys 52

Customer Journeys Customer Centricity Culture Innovation 52

SurveySparrow

JUNE 27, 2023

Understanding customers can be tricky, but customer journey analytics tools are here to help. They show you how customers interact with your business. This blog is about the ten best tools you can use in 2023 to improve your customer experiences. What is Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Analytics Tools Multi-Channel 52

CSM Magazine

MARCH 14, 2025

Some brands are offering loyalty currency that customers can redeem on experiences, exclusive events, or even charitable donations. For example, a customer who prefers eco-friendly brands might appreciate points redeemable for green initiatives. Exclusive events are another powerful tool for building fandoms.

Loyalty 52

Loyalty Trends Strategy Loyalty Programs 52

Optimove

MARCH 19, 2025

From Peak to Profit: CRM Strategies for Big Events This session covered how brands can maximize revenue during high-traffic events like Black Friday and the Super Bowl, ensuring long-term customer retention. Day 2 will dive deeper into AI-powered marketing, customer journey orchestration, and more game-changing innovations.

Connections 52

Connections Marketing CRM Banking 52

Totango

DECEMBER 16, 2020

One of the most exciting new trends in customer success is the emergence of out-of-the-box solutions that allow you to automate the implementation of optimized customer journey maps. This technology provides you with pre-designed templates for each stage of your customer journey, from lead acquisition to retention.

Trends 72

Trends Customer Journeys Customer Success Net Promoter Score 72

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Creating customer personas and mapping customer journeys is another vital facet of customer experience strategy, which we will explore in more detail later on.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Creating customer personas and mapping customer journeys is another vital facet of customer experience strategy, which we will explore in more detail later on.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Comm100

APRIL 12, 2018

This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times. Understanding Customer Experience.

NPS 170

NPS Measurement Effort Score Customer Experience 170

Retently

MARCH 17, 2025

A good CX report pulls data from multiple sources to give a full 360 view of your customer interactions. Different aspects of the customer journey require different tools, from helpdesk performance to returns, subscription management, and post-purchase experience. Where Does the Data Come From? Hint: More Than Just Tickets!)

Report 90

Report How To Effort Score NPS 90

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. These surveys can be triggered following specific events, such as purchases or support requests. Social media posts.

Tips 113

Tips Customer Journeys How To Net Promoter Score 113

Kitewheel

MAY 8, 2019

From catchy jingles in holiday sales events to product placement in TV shows , and well as those high-priced sports campaigns, there is simply no shortage of content and messaging from automotive dealers. The automotive industry is one where customer journeys can have a dramatic impact. Getting In Gear: Journey Discovery.

Automotive 45

Automotive Customer Journeys Sports Sales 45

InMoment XI

JULY 1, 2024

Predictive analytics is a category of data analytics and the process of using data, statistical algorithms, AI, and machine learning techniques to identify the likelihood of future outcomes based on historical data. Put simply: it involves analyzing current and historical data to make predictions about future events or trends.

Analytics 195

Analytics Data Effort Score Social Media 195

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Customer engagement can occur at any point in your customer journey where clients interact with your brand – before or after purchase. Six Winning Strategies.

Customer Engagement 103

Customer Engagement Engagement Tips Strategy 103

InMoment XI

JANUARY 30, 2024

You don’t want a partner who can only do surveys or contact center optimization, you want a partner who will give you an end-to-end look into the customer journey. What Percentage of Your Total Customer Base Relies on You for Enterprise CX Programs? That is why Integrated CX is so important.

Customer Experience Management 221

Customer Experience Management Software Customer Experience Management 221

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. During periods of economic instability, your customer base may be the only growth channel on which you can depend. Treat the Customer Journey as a Product.

Self Service 102

Self Service Customer Journeys Touchpoint Analytics 102

Totango

JULY 19, 2022

However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey. Gather the business intelligence (BI) you need to truly understand the customer experience. Set up automated actions to respond to key events.

CRM 96

CRM Customer relationships Customer Success Exercises 96

SurveySensum

OCTOBER 31, 2024

Why is Digital Customer Engagement Important? Boosts Business Growth and Profit A 5% increase in customer retention can result in a 25% increase in profit and the Pareto Principle states that 80% of your profit comes from 20% of your customer base. Let’s discover.

Customer Engagement 52

Customer Engagement Engagement Social Media ROI 52

InMoment XI

NOVEMBER 15, 2023

Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Increasing Customer Retention : Enhanced customer experiences result in increased loyalty and retention, directly impacting revenue by reducing customer churn.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Totango

JUNE 30, 2020

Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers. And make sure you deeply understand your customer base, what they want and what they need, at this time. .

Communication 127

Communication Strategy Metrics Customer Retention 127

Education Services Group

JULY 20, 2021

ME: Consider developing health scoring based on customer sentiment, engagement, and other key customer events. For example, are these customers opening or clicking on emails you’re sending? Are they visiting your knowledge base or customer community, or submitting support tickets?

Customer Journeys 98

Customer Journeys Effort Score Self Service Chatbots 98

Kayako

MARCH 28, 2017

So how should you interpret your customer satisfaction score? What can it tell you about your current customer base? First, businesses must rebase their understanding of what customer satisfaction indicates. When to use customer satisfaction surveys. Analyzed across various customer segments.

Customer Satisfaction 120

Customer Satisfaction Measurement Effort Score Metrics 120

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be. Focus Your Resources on What Matters.

Customer Success 108

Customer Success Exercises Customer relationships Communication 108

Totango

NOVEMBER 3, 2021

This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. It’s an opportunity to analyze your scores across your customer base to detect trends and correlations. Surveying your customers after a set interval of time has expired.

Net Promoter Score 103

Net Promoter Score How To NPS Customer Journeys 103

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Hand-picked related content: How to reduce churn using customer journey analytics ].

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Totango

NOVEMBER 3, 2021

This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. It’s an opportunity to analyze your scores across your customer base to detect trends and correlations. Surveying your customers after a set interval of time has expired.

Net Promoter Score 102

Net Promoter Score How To NPS Customer Journeys 102

Totango

NOVEMBER 3, 2021

This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. It’s an opportunity to analyze your scores across your customer base to detect trends and correlations. Surveying your customers after a set interval of time has expired.

Net Promoter Score 100

Net Promoter Score How To NPS Customer Journeys 100

Interactions

MARCH 19, 2020

We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. . Event managers are canceling and postponing events. Empathy never goes out of style.

Customer Service 96

Customer Service Contact Center Travel Airlines 96