CSM Magazine

JULY 13, 2022

Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales. Your customer journey is composed of a set of touchpoints. Customer Touch Points Examples.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

InMoment XI

SEPTEMBER 26, 2024

Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. Customers don’t want to call; they want quick and easy solutions. The friction of navigating IVRs, waiting on hold, and repeating information can erode loyalty in seconds.

Call Center 195

Call Center Self Service Contact Center ROI 195

InMoment XI

FEBRUARY 7, 2024

Let’s take a closer look at how integrated CX and other AI-powered tools are shaping hotel experiences—and how the best hotels and resorts are leveraging this winning combination to provide intelligent, customer-centric experiences that grow sales and foster loyalty. Intelligent Digitized Experiences Hotel guests expect an experience.

Hotels 195

Hotels Guest Experience Travel Social Media 195

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. My Comment: Let’s move away from loyalty programs but stay with trends.

Loyalty Programs 75

Loyalty Programs Customer Service Self Service e-support 75

Comm100

APRIL 12, 2018

Different industries, and often different companies in the same industry, have entirely different customer journeys – meaning that customer experience is tied to the enterprise. Because of this, CX managers first have to identify what a positive customer experience looks like for their clients and target market.

NPS 196

NPS Measurement Effort Score Customer Experience 196

ClientSuccess

FEBRUARY 14, 2023

Here are some other activities customer success teams can do to practice empathy: Conducting and reviewing customer feedback exercises like interviews and surveys Creating and examining customer personas Building and analyzing customer journey maps Why is empathy so valuable? How do we develop empathy?

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

ShepHyken

NOVEMBER 30, 2018

Goal: Improve Customer Loyalty. The best policies and procedures do not compel agents to say no to certain customers. No matter where or why they interact, customers should sense the same passion for understanding and resolving their issue. Task: Remove one “no” from your vocabulary.

Omni-Channel 102

Omni-Channel Self Service Abandon Rate Policies 102

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. To guarantee customer retention, CX teams need to consider a security breach as a likely stop along the customer journey.

Customer Experience 108

Customer Experience Policies Government Customers 108

ProProfs Chat

JANUARY 17, 2020

Under customer engagement, you can accomplish: 4. Customer Purchase. The milestone that counts indisputably is when your customer makes the purchase. And with this, you can start the process of mapping your customer journey by carving out the purchase decisions, step by step.

Customers 107

Customers Exercises Customer Journeys Knowledge Base 107

CSM Magazine

JUNE 23, 2021

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. The paper looks at how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and a look ahead to PCI DSS 4.0,

Customer Confidence 52

Customer Confidence Government Loyalty Communication 52

Answer Dash

NOVEMBER 21, 2018

Frictionless A ‘frictionless’ experience means an effortless one and for a customer today, effortless means being able to interact with a business whenever and however they would like. But in today’s fast-paced world, a customer journey includes an increasing number of touch-points.

User Experience 75

User Experience Social Media Customer Service Representative Interaction 75

inQuba

FEBRUARY 21, 2023

As discussed in our previous blog , client journeys and business revenue are closely linked, which is why leading insurers are turning to Customer Journey Management , a break-through approach compared to traditional CX. The first step was to expose the prospects’ actual journeys during the onboarding process.

Insurance 52

Insurance Multi-Channel Customer Journeys Policies 52

Up Your Service

JULY 16, 2018

But today’s customers want to be understood and respected as individuals. 84% of customers say being treated like a person, not a number, is very important to winning their business. This can be a big challenge for teams inside your company who may be accustomed to only owning one stage of the customer journey.

Connections 67

Connections Culture B2C Retail 67

CustomerSuccessBox

JUNE 13, 2022

Customer Intelligence helps businesses better understand their customers so they can improve interactions and provide more tailored service. All of this contributes to bettering customer journeys and propelling the company’s future growth. Customer success and the role of Customer Intelligence.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

DCX

JULY 21, 2024

What to watch: How other brands in various sectors might adopt similar immersive retail concepts to enhance customer engagement and loyalty. Go deeper: Valuable takeaways for customer experience professionals: Tailor experiences to specific demographic groups. Integrate education and sustainability into the customer journey.

Retail 52

Retail CRM Chatbots Exercises 52

NobelBiz

FEBRUARY 21, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Businesses can utilize this data to gain a significant competitive edge over their competitors while also creating customer loyalty programs. By ensuring the company’s integrity, each person contributes to the increase of customer confidence.

Contact Center 52

Contact Center Data Management Contact Center Software 52

NobelBiz

FEBRUARY 15, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Businesses can utilize this data to gain a significant competitive edge over their competitors while also creating customer loyalty programs. By ensuring the company’s integrity, each person contributes to the increase of customer confidence.

Contact Center 52

Contact Center Data Contact Center Software Management 52

Up Your Service

JULY 16, 2018

But today’s customers want to be understood and respected as individuals. 84% of customers say being treated like a person, not a number, is very important to winning their business. This can be a big challenge for teams inside your company who may be accustomed to only owning one stage of the customer journey.

Connections 40

Connections Culture B2C Retail 40

Stella Connect

APRIL 11, 2017

High tech creates a high-touch in-store experience when it: Recognizes each customer’s purchase history, regardless of channel; Provides associates with up-to-the-minute data; Informs and empowers customers so they can make the most suitable purchases; and. Makes the customer journey easy, fun, and memorable.

Customer Experience 40

Customer Experience Omni-Channel Retail Sales 40

CustomerSuccessBox

JULY 19, 2022

It keeps the promises made during the sales process & onboarding and serves as the foundation of your customer relationship. Delivering results quickly gives customers confidence that they made the right decision and increases the likelihood that they will continue the partnership in the long run.

Customer Success 52

Customer Success B2B Customers Brands 52

ChurnZero

NOVEMBER 18, 2021

How Software Competence Creates Customer Confidence. While I currently run Customer Learning and Education for ChurnZero, my background is rather diverse, spanning from theater and retail to real estate and software. Want to Increase Customer Loyalty?

Self Service 98

Self Service Software Knowledge Base Video 98

DCX

SEPTEMBER 17, 2024

Ask them, "What's one thing we could change right now to make our customers happier?" Audit the Customer Journey Walk a mile in your customer's shoes. Action Step: Map out the customer journey and identify one area where a small change could eliminate a pain point. Recognition can foster loyalty.

Self Service 52

Self Service Policies Customer Satisfaction Feedback 52

DCX

SEPTEMBER 17, 2024

Ask them, "What's one thing we could change right now to make our customers happier?" Audit the Customer Journey Walk a mile in your customer's shoes. Action Step: Map out the customer journey and identify one area where a small change could eliminate a pain point. Recognition can foster loyalty.

Self Service 52

Self Service Policies Customer Satisfaction Feedback 52