Happy or Not

APRIL 1, 2025

Why capturing feedback at the right moment matters A well-executed customer feedback strategy focuses on capturing responses immediately after the experience, ensuring businesses gather qualitative feedback that reflects genuine reactions. Quick feedback tools at key touchpoints ensure operational teams can respond in real time.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

CSM Magazine

APRIL 17, 2023

In the past, it was enough for an airport to fulfill these functions as a vital part of the transportation system. Aside from facilitating air transportation, airports are now also expected to provide tourists with their first and last touchpoints with their destinations.

Travel 52

Travel Customer Service Transportation Competitive Advantage 52

CSM Magazine

MAY 3, 2021

With customer journey mapping in place, brands can detect gaps in the service or product quality, see the opportunities for improvement, and establish tailored customer experiences. Why use customer journey mapping? Here, customer journey mapping can come in handy. List down the core touchpoints. Add visualization.

Customer Journeys 52

Customer Journeys Tips Touchpoint Infographics 52

Quadient

JULY 25, 2022

One of the ways we understand the customer’s experience is through mapping and analyzing the journey through all customer touchpoints. What is Customer Journey Analysis? An alphabet soup of terms has emerged in the customer journey mapping arena. But how do you conduct a customer journey analysis?

Customer Journeys 52

Customer Journeys Analysis Touchpoint Effort Score 52

ViiBE Blog

JANUARY 19, 2022

Companies were clueless about how such massive customer service teams which worked exclusively in offices with fixed desktop systems could work from home. Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. But that is not enough to make them loyal.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

ViiBE Blog

JANUARY 19, 2022

Companies were clueless about how such massive customer service teams which worked exclusively in offices with fixed desktop systems could work from home. CRM specialists need to be insured with the tools that would assist them in remote customer support in after-sales processes 2.3. But that is not enough to make them loyal.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Thematic

MARCH 26, 2025

Marketing Teams Adjust Messaging Based on Sentiment Analysis Problem: A product might be great, but if the marketing message doesn’t resonate with the target audience, businesses struggle to attract or retain customers. However, the company’s current marketing campaigns emphasize its advanced features.

Feedback 62

Feedback Social Media Analysis Survey 62

Think Customers

NOVEMBER 4, 2019

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new transportation options proliferate and other factors cause more and more consumers to question the value of privately owned cars.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Currency Alliance

DECEMBER 18, 2017

Consumers are already more connected than ever, but 2018 could really be the year that brands and customers feel the benefits of AI and machine learning. We think that consumers will increasingly outsource tasks to digital assistants – something that could change the customer journey and customer expectations greatly.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

Thematic

NOVEMBER 13, 2018

Collection of customer feedback – Using methods like surveys, etc. to gather information from your customers. Analysis – Analyzing responses to uncover trends, themes and customer expectations. Implementation – Acting on the insights to improve the areas of the business that will drive the biggest change.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Currency Alliance

FEBRUARY 26, 2019

Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. For example, maximizing customer Lifetime Value (LTV) might be the primary objective. Many of those experiments fail, but some lead to great customer engagement.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 17, 2020

We also tend to trust companies less and are overwhelmed with information coming at us via multiple channels – 24/7 – so deploying solutions that help customers save time is key across every touchpoint. It was highlighted by the messages of empathy – or lack thereof – as customers struggled to find new ways to meet their needs.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

SurveySensum

JULY 19, 2023

This statistic emphasizes the critical role that retail customer experience plays in customer loyalty, brand advocacy, and business growth. Why not ask the brands that are winning at retail customer experience? Sephora is a prime example of seamless omnichannel integration in retail.

Retail 40

Retail Examples Customer Experience Social Media 40