Avaya

MAY 23, 2017

Businesses must ensure customers are placed with the right resource at the right time, whether it’s in a contact center or non-contact center environment. The key is being able to openly share customer data across all teams, processes and customer touchpoints.

Contact Center 42

Contact Center eBook Touchpoint Customer Centricity 42

Pointillist

JUNE 7, 2021

High performers are more effective at integrating and taking action on their cross-channel customer data. They are more likely to track customer behavior in multiple channels and connect that data across touchpoints or systems. Unfortunately, many organizations struggle to access and unify customer data.

Measurement 71

Measurement Survey Customer Journeys Management 71

ShepHyken

JULY 29, 2016

Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience. One of the most-important factors in providing an exceptional customer service experience is personalizing each and every touchpoint between you (the business or service provider) and your customers.

Omni-Channel 48

Omni-Channel Customer Service Customer Experience Social Media 48

ChurnZero

MARCH 25, 2022

Regardless of the time constraints you’re up against, here are a few pieces of advice to apply to any book of business transition: Require CSMs to log every customer touchpoint (from day one!) to your CRM and/or Customer Success platform. My only request is that you keep your customer in mind as you make this plan your own.

How To 52

How To Touchpoint CRM Customers 52

ChurnZero

AUGUST 13, 2021

How to optimize customer retention with a comprehensive Customer Success tech stack. How to drive revenue by combining customer data across all touchpoints. Speakers: Anika Zubair , VP of Customer Success, inSided. Q: How should you make a business case to purchase Customer Success tools? Q&A Recap.

Customer Success 98

Customer Success Effort Score Self Service Tools 98

SurveySensum

SEPTEMBER 23, 2024

Key Features: Journey-Based Surveys: Launch surveys specific to touchpoints in the customer journey to collect targeted insights and identify areas that need improvement for each touchpoint. The seasoned professionals help you achieve your business KPIs by simply gathering, understanding, and taking action on relevant feedback!

Tools 52

Tools Customer Experience Omni-Channel Social Media 52

Gainsight

APRIL 18, 2022

Be prepared to iterate on improvements quarterly as your company and customers change. Your reward will be the privilege of generating results that serve the company’s customer teams, go-to-market motion, and overall business growth. But like most simple solutions, it requires significant strategic planning behind the scenes.

Effort Score 52

Effort Score Sports Analysis Groups 52

SurveySparrow

JUNE 26, 2019

Here are some of the benefits of closing the feedback loop: Helps track customer journeys: When you use closed-loop reporting, marketers can track everything from the clicks, pages visited, and more which will help in engaging as well as planning the future, for marketers.

Feedback 60

Feedback Survey Touchpoint Brands 60

Integrity Solutions

SEPTEMBER 28, 2023

When you’ve solved a customer’s problem effectively and demonstrated through your behaviors and follow-up that you really care, there’s a good chance that customer will be even more loyal than one who never had a problem to begin with. Effective coaching is what closes the loop.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

SurveySparrow

DECEMBER 22, 2019

Reach out to the respondents: Not every company responds to customer feedback, the more you do it, the special they will feel. It is also a great chance to strengthen the bond between your brand and the customer. Change them into your brand advocates.

Feedback 85

Feedback Net Promoter Score Social Media NPS 85

Magellan Solutions

JULY 28, 2021

Recalibrate your understanding of your target consumer because some of what you’ve always known about your customers changed. Because of changes in consumer behavior, retailers may need to adjust their sales and marketing channel mix. Multi-channel philosophies focus on optimizing by touchpoint rather than by journey. .

Omni-Channel 52

Omni-Channel Ecommerce Multi-Channel Retail 52

SurveySensum

MARCH 14, 2024

After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. And the key to improving it is by understanding your customers and listening to their voices via customer satisfaction surveys. What Are Customer Satisfaction Surveys?

Customer Satisfaction 52

Customer Satisfaction Survey Effort Score Banking 52

Customer Alignment

OCTOBER 2, 2017

Establish customer, technology and industry influencing trends Build scenarios to respond to the empowered and digitally connected customer Define the role, balance and interplay of digital and human touchpoints in meeting customers changing needs Recognise organizational implications of digital optimisation and enablement Not much to do then!

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Kustomer

SEPTEMBER 3, 2020

Companies that learn to listen to their customers whether from feedback through structured or unstructured channels, will be better equipped to adapt to the ever changing market. As the market and customer changes, companies change. It’s almost by touchpoint, it sounds like, right? I love that.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

ChurnZero

AUGUST 13, 2021

How to optimize customer retention with a comprehensive Customer Success tech stack. How to drive revenue by combining customer data across all touchpoints. Speakers: Anika Zubair , VP of Customer Success, inSided. Q: How should you make a business case to purchase Customer Success tools? Q&A Recap.

Customer Success 52

Customer Success Effort Score Self Service Tools 52

ImprintCX Articles

FEBRUARY 18, 2025

Know your customer : Use AI to unify customer data across touchpoints. The days of customers repeating their story are over. Its an opportunity to deepen customer relationships, drive loyalty, and stand out in a crowded market. Dont implement AI as a new technology, implement it to serve the customer better!

Chatbots 40

Chatbots Airlines Social Media Omni-Channel 40