InMoment XI

JANUARY 27, 2025

Every conversation becomes a strategic touchpoint, driving additional sales while delivering personalized experiences that meet customers’ needs at precisely the right time. Consider the case of a global retail giant that recently implemented Conversational Intelligence to enhance customer interactions.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

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. Step 1: Evaluating Customer Support Tools Not all customer support tools are created equal.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage.

Ecommerce 110

Ecommerce Survey Retail NPS 110

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Learn More about the role of AI in CX.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ).

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

InMoment XI

JANUARY 10, 2023

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. That’s not too tall an order if you are a young startup with only a handful of employees, all focused on customer experience ( CX ). Let’s find out.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

InMoment XI

MAY 3, 2024

Foot Locker stands out as a beacon of innovation and customer-centricity. At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey.

Retail 195

Retail Return on Investment ROI Analysis 195

GetFeedback

SEPTEMBER 19, 2018

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. Is your product living up to customer expectations? Lost Sales Feedback.

Survey 199

Survey Net Promoter Score Data Effort Score 199

Retently

NOVEMBER 27, 2024

Key Insight: Refining Operations for Long-Term Loyalty Here’s the secret sauce: refining your backend operations and customer touchpoints is just as important as your marketing efforts. A smooth experience – from browsing to checkout and delivery – boosts customer satisfaction and fosters loyalty.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

DECEMBER 7, 2023

It is an ongoing process that requires attention to customer feedback, continuous improvement, and a commitment to delivering value. It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. This is scored on a numeric scale.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Customer Bliss

AUGUST 15, 2017

Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. But it did address a major customer experience pain point. She is a regular speaker at CX events and conferences across Europe.

Travel 204

Travel Industry Hotels Customer Journeys 204

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback How To Social Media B2C 195

Thematic

APRIL 21, 2025

Are you aiming to reduce churn, improve specific UX issues, boost customer loyalty, or guide your product roadmap? Here’s how to ensure you’re gathering customer feedback continuously and proactively: Automate and Schedule Set up automatic prompts at key touchpoints. Use scheduled NPS surveys (e.g.,

62

62

Retently

JULY 8, 2024

We recommend sending NPS surveys as often as you think customer satisfaction can change. Benefits Let’s dive into the specifics and look into the main benefits of this approach: Continuous Feedback Loop By gathering feedback in real time, you get up-to-date insights into how your customers are feeling.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Personalize experiences and address customer pain points. We’ll dive into 10 customer insights strategies for better customer satisfaction. Key Takeaway Acting on customer experience insights is key to improving satisfaction and retention.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Retently

MARCH 17, 2025

Heres how they break down: Weekly Reports The Whats Happening Now Report Covers the latest ticket trends, response times, customer complaints, and quick wins. Helps teams react fast to emerging issues in different CX touchpoints (e.g., Tracks customer pain points in real-time. Yet the real value comes from customer comments.

Report 90

Report How To Effort Score NPS 90

InMoment XI

OCTOBER 10, 2023

The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. They provide invaluable insights into customer satisfaction, customer loyalty , and overall experience. Furthermore, these metrics act as a compass.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

rethinkCX

JANUARY 27, 2025

This natural fit for sales made customer experience an ideal focus for his career. Advantages to Using AI in CX According to Ron, AI has transformed customer service by improving cost efficiency, enhancing productivity, and boosting customer satisfaction (CSAT).

Roadmap 52

Roadmap Healthcare Call Center Travel 52

Thematic

APRIL 1, 2025

Defining Clear Objectives for Your Customer Insights Strategy Every great strategy begins with a clear goal. So first, define what success looks like for your customer insights program. Do you want to boost customer satisfaction, reduce churn, increase conversion rates, or improve a specific service?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

rethinkCX

FEBRUARY 23, 2025

As a leading customer experience consulting firm , rethinkCX is here to unpack the top CX trends for 2025 and show you how to turn them into actionable strategies. From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. Contact us to unify your CX.

Trends 52

Trends Customer Experience Omni-Channel How To 52

Thematic

MARCH 30, 2025

Yes, it is a nice courtesy to tell customers that you have implemented a change based on their feedback. But more importantly, closing the feedback loop directly impacts customer satisfaction, loyalty, and your bottom line. Here’s why it’s critical: Customers want to be heard. What would help them?

Feedback 62

Feedback Roadmap Effort Score NPS 62

ECXO

MAY 11, 2023

Before we continue, there’s a good definition from Gartner on what is meant by customer centricity: ‘Customer centricity demands that the customer is the focal point of all decisions related to delivering products, services and experiences to create customer satisfaction, loyalty and advocacy.’

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

InMoment XI

OCTOBER 24, 2023

It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. This isn’t just foresight; it’s the power to shape the future.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

GetFeedback

JULY 19, 2019

According to McKinsey, including your employees in customer experience design can boost their engagement by up to 20%, which boosts customer satisfaction rates. Your VoC data is most effective when it includes all customer sentiments, including overt responses, and non-overt mentions. Be thankful for the 5% that do.

Data 262

Data How To Social Media Effort Score 262

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Learn More about the role of AI in CX.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Lumoa

JANUARY 19, 2023

There are different ways to create a customer journey map , and it’s essential to keep in mind that the customer journey is not always linear. – Do different types of customers have a preferred way to buy? What are the key touchpoints for different personas? Where do they hang out? What are their goals?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

InMoment XI

APRIL 3, 2024

Digital experience (also called digital customer experience or abbreviated as DX ) is an extension of traditional customer experience. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Thematic

MARCH 20, 2025

Imagine launching a new product feature based on a hunch—only to find out customers don’t care about it. Or spending months refining a service only to see your customer satisfaction scores plummet. This happens when businesses make decisions without considering customer insights. Implement A/B testing.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Retently

SEPTEMBER 3, 2024

As a leader in customer satisfaction tools, we provide businesses with the means to gather, analyze, and act on critical insights that drive loyalty and growth. Through our CX surveys and advanced feedback analytics, we enable businesses to truly understand their customers and turn that understanding into action.

B2B 152

B2B NPS Effort Score Survey 152

GetFeedback

OCTOBER 4, 2019

Here are a couple of ways collecting survey data can help different departments: Customer support: For your support team, the benefits of customer feedback is more direct. Ask for feedback at the right time: Time, in this case, refers to the stage of the buyer journey the customer is at. Did they just make a purchase or sign up?

Survey 150

Survey Data Competitive Advantage Touchpoint 150

Wootric CX Blog

NOVEMBER 4, 2020

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Customer Satisfaction ( CSAT/PSAT ). Customer Effort Score ( CES ). What is Customer Experience? How do I measure Customer Experience? Image: TSIA.com.

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

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

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. The reason?

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Solvvy

OCTOBER 25, 2022

You can take various approaches to measure customer satisfaction levels. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both. What Is the Customer Satisfaction Index? .

Customer Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 62