ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. For businesses, this means the bar for customer experience (CX) is perpetually rising. Todays customers expect companies to: 1. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

AUGUST 3, 2023

Deeper Customer Insights Unstructured data analytics unlocks hidden patterns and trends that may not be apparent in structured data alone. This deeper understanding of customer preferences and pain points empowers businesses to tailor their products and services to meet customer demands effectively.

Analytics 366

Analytics Customer Insights Data Social Media 366

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

InMoment XI

JANUARY 9, 2024

Effective customer experience management helps build and maintain strong, long-term relationships by meeting the needs and expectations of your business customers consistently. What is B2B Customer Experience? Great customer experiences foster loyalty. Support and service.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Retently

JANUARY 13, 2025

Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more. Whether your customers are reaching out via support tickets or navigating your website, the best tools offer flexible deployment options to meet them where they are.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

InMoment XI

JANUARY 11, 2018

Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base.

NPS 186

NPS Measurement Touchpoint Financial 186

Retently

OCTOBER 23, 2024

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. Taking the importance of collecting customer feedback out of the way, where do we start?

Ecommerce 109

Ecommerce Survey Retail NPS 109

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. For example, different sources may record customer names in different formats.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Experience Investigators by 360Connext

APRIL 23, 2024

If you have customers, then they’re having an experience with your brand, your products, and at every step in their journey. Customer Experience Management (CEM) is a strategic approach that focuses on proactively designing and delivering the entire customer journey to meet or exceed expectations.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

JANUARY 11, 2018

Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base.

NPS 150

NPS Measurement Touchpoint Financial 150

Retently

JULY 8, 2024

It’s like keeping the pulse of your customer base at all times. Period-Based Surveys : Instead of always-on surveys, this approach collects NPS data at specific intervals, giving a snapshot of customer sentiment at set points in time. Here’s the alternative they offer: 3.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. You need to understand the most important touchpoints and interactions.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business. This concept can be applied to customer experience as well.

Connections 334

Connections Customer Experience Social Media Analysis 334

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." Here are some of our tips and tricks to provide a quality experience to your customer base: .

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

InMoment XI

SEPTEMBER 9, 2024

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. It’s about making sure every interaction adds value and strengthens the customer relationship.

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Lumoa

JANUARY 27, 2023

Follow these steps to start mapping your customers’ journeys: Create Customer Personas This is an idealized representation of your customer and investigates the psychological and behavioral elements at play when they engage with your company. Here are a few touchpoints to consider: Social media.

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

InMoment XI

SEPTEMBER 5, 2024

When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases. With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

InMoment XI

JULY 23, 2024

When done perfectly, a holistic ecommerce customer experience approach ensures your customers have a seamless and positive experience at every touchpoint. Positive Word-of-Mouth: Happy customers are more likely to recommend your brand to others, expanding your customer base.

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

InMoment XI

SEPTEMBER 17, 2024

Map the Customer Journey Customer journey mapping is a great way to visualize every expected touchpoint a customer will have with your brand. A customer journey map can help you understand the flow of the customer experience. What Is Customer Journey Analytics? What Is Customer Journey Analytics?

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. How can support teams be prepared to assist customers with this new item?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

GetFeedback

SEPTEMBER 14, 2018

It’s also important to analyze customer effort at key touchpoints and fix weak areas right away. Key customer touchpoints include: Customer service interactions (e.g. Customer meetings/consultations. phone calls, chat boxes, social media, etc.). Website visits. Online checkouts.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

ECXO

AUGUST 21, 2024

Successful customer experience organizations excel because they listen to their customers, understand their needs, and act accordingly. They learn from feedback, adapt, and continually improve their services to meet and exceed customer expectations.

Social Media 156

Social Media Touchpoint Net Promoter Score Effort Score 156

Lumoa

OCTOBER 24, 2023

Understanding emotions and what triggers them is at the core of every customer experience strategy. When considering that “unpleasant” emotions are mainly a result of unmet needs, your customer experience strategy can promote happiness by proactively meeting your customers’ needs and by empowering your employees to address these needs.

Competitive Advantage 195

Competitive Advantage Customer Experience Net Promoter Score Effort Score 195

Lumoa

JUNE 30, 2022

In your quest to achieving those types of goals, it might be a great first step to start asking some questions regularly in your team meetings. For example: What do we do to promote the customer experience? And while this is a great place to start, mastering how to sell customer experience is not a trivial task.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

Thematic

MARCH 30, 2025

When teams rely on isolated data sets, it’s nearly impossible to uncover meaningful customer experience insights. Instead, you need unified data analytics to connect every touchpoint and every voice. Think of customer feedback analysis like laying the foundation for a building.

Customer Insights 62

Customer Insights Data Analytics How To 62

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. Adapting your CX to meet these higher expectations can differentiate your brand and the competition. What value are they delivering to their customers that your company is not?

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

delighted

OCTOBER 22, 2024

But while ecommerce has made retail purchases more accessible, it has also disrupted the traditional, linear, retail buyer’s journey and has transformed it into a more complicated series of customer touchpoints. Mapping these touchpoints is crucial to understanding the ecommerce customer journey – and improving customer experiences.

Customer Journeys 52

Customer Journeys Ecommerce Social Media Net Promoter Score 52

ShepHyken

AUGUST 31, 2023

Consistently improving the customer journey and user experiences can help you attract and retain loyal customers. Your customer journey refers to the path that your customers take as they interact with your brand at different touchpoints. Optimize this journey, and growth is well within your grasp.

Customer Journeys 132

Customer Journeys Net Promoter Score Touchpoint Customer Satisfaction 132

ShepHyken

AUGUST 27, 2021

It is very tough to find out what customers expect from a business these days. The drastic changes in customer behavior and online trends make it a daunting task to keep a customer base happy and loyal. Businesses will have to be specific, reliable, accurate, and meet the expectation of customers with good services. .

Customer Experience 159

Customer Experience Customer Journeys Touchpoint Customer Satisfaction 159

CSM Magazine

MARCH 14, 2025

By allowing shared usage, brands expand their touchpoints, as these accounts naturally bring in more users. This mobile-first strategy aligns perfectly with customers on-the-go lifestyles while providing seamless interaction points. Customers today expect convenience. Why does this matter?

Loyalty 52

Loyalty Trends Strategy Loyalty Programs 52

BirdEye

MAY 28, 2021

Customers are becoming more comfortable than ever making purchases online — but they’re still expecting the same fantastic experiences they receive in person. That means they’re looking for customization, quick responses, and most importantly, the human touch. We know that you’ve just gotten started using Birdeye Surveys.

Touchpoint 64

Touchpoint How To Chatbots Survey 64

ChurnZero

AUGUST 5, 2022

The ubiquitous million-dollar rule is troublesome for two reasons: It doesn’t factor in your customer journey. What customer touchpoints (interactions) occur within your journey? How often does each touchpoint occur? How much time does it take to facilitate each touchpoint? They’re not.

Customer Success 98

Customer Success Management Touchpoint Analysis 98

NICE inContact

NOVEMBER 1, 2017

However, a majority of companies focus their attention on redundant, space-taking data, and continue to miss what is important: analyzing customer touchpoints and call types. Data associated with call types can help companies not only measure customer satisfaction, but also improve experiences and build a loyal customer base.

Self Service 0

Self Service Contact Center Call Center Average Handle Time 0

NICE inContact

NOVEMBER 1, 2017

However, a majority of companies focus their attention on redundant, space-taking data, and continue to miss what is important: analyzing customer touchpoints and call types. Data associated with call types can help companies not only measure customer satisfaction, but also improve experiences and build a loyal customer base.

Self Service 149

Self Service Contact Center Call Center Average Handle Time 149

Lumoa

SEPTEMBER 11, 2023

That’s why customer experience strategy plays such an essential role in determining how well a business performs. It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. It lets you identify the demographic makeup of your customer base.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

That’s why customer experience strategy plays such an essential role in determining how well a business performs. It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. It lets you identify the demographic makeup of your customer base.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

BirdEye

SEPTEMBER 18, 2020

Consumers expect personalized experiences at every point of the buying journey, so businesses looking to accelerate their growth and long-term success must provide outstanding personalized customer experiences at every touchpoint. The customer journey is a representation of your customer’s lifecycle from awareness to advocacy.

Customer Experience 112

Customer Experience Management Touchpoint ROI 112