Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Measurement should include both customer feedback data AND operational data. Have questions? Heres a resource.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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. Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 21, 2024

The next step is identifying patterns in this data to help you better understand your customers. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. VoC insights help businesses make data-driven decisions for customer experience (CX) improvements.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

DECEMBER 10, 2024

Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Addressing these drivers allows you to enhance satisfaction, loyalty, and retention. InMoment Helps You Unlock More Insight from Your Data Starting Right Now. 64% of loyal customers are more likely to purchase frequently.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Lumoa

FEBRUARY 9, 2023

Share data and results of the customer experience analytics in an easy-to-use tool. It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

NOVEMBER 27, 2024

In this article, we’ll walk you through the most effective, data-driven ecommerce growth strategies that are helping brands of all sizes crush their goals. Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Lumoa

FEBRUARY 2, 2023

5 Strategies to Improve Customer Experience in Your Store Understand Your Customers Create a Consistent Customer Journey Modernize Your Technology Measure Customer Satisfaction Implement a Loyalty Program The Future of Customer Experience in Retail Wrapping It Up What is Customer Experience and Why Is it Important?

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

CSM Magazine

DECEMBER 17, 2024

Data is at the heart of delivering exceptional customer experiences. While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. ETL is the process of extracting data from operational systems (e.g.,

Data 52

Data e-support Customer Experience Apparel 52

Retently

MARCH 11, 2025

They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes. Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Think Customers

JANUARY 17, 2025

With more technology and insights at their fingertips than ever before, retailers are diving into their data to learn more about customers so they can deliver better, more personalized shopping experiences. Many companies spoke about harnessing the power of data to better understand customers habits and preferences.

Report 52

Report Data Retail Social Media 52

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Remember: Be mobile-ready.

Customer Journeys 225

Customer Journeys B2C Social Media Omni-Channel 225

Joe Rawlinson

NOVEMBER 3, 2024

Card scanning solutions not only make these processes more efficient but also significantly boost client satisfaction and loyalty. Improving Data Accuracy for Customer Profiles Traditional manual data entry is often error-prone. It channels quick data capture into your backend management systems.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

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. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Ecommerce 109

Ecommerce Survey Retail NPS 109

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. It’s easy to think of CXM and customer relationship management (CRM) as the same processes because they both offer a better understanding of customers through data.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

JANUARY 17, 2024

By understanding and anticipating the needs and preferences of your guests, you make them feel valued and ensure that every touchpoint in their journey contributes to positive and enjoyable experiences. Guest experience management drives data-driven decision-making. A single point of contact doesn’t determine the guest experience.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

Currency Alliance

AUGUST 15, 2024

This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand. Let me re-emphasize: relationships are built by people and through positive experiences across all touchpoints.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. 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.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

Thematic

APRIL 1, 2025

By the end, you'll know how to turn raw data into actionable insight. Without defined goals, you might collect a ton of data and not know what to do with it. Identifying Key Data Sources for Insights Once you've set clear objectives, it's time to identify where you'll gather customer data.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Oracle

SEPTEMBER 16, 2020

By driving digital engagement, brands can make their digital experiences more than just transactional touchpoints. Loyalty programs will act as a key differentiator for brands and can be used to better connect with customers and foster an engaged community. refer-a-friend to join the loyalty program for points/reward offering).

Loyalty Programs 67

Loyalty Programs Retail Loyalty Touchpoint 67

Optimove

NOVEMBER 26, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Building a successful post-purchase journey requires a careful balance of strategy, data insights, and phased implementation. It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Talkdesk

DECEMBER 18, 2020

For brands with high-end items, consider a policy that implements a personal touchpoint from one of your customer care representatives shortly after the sale. This helps offset buyer’s remorse in the days following a high ticket purchase and helps build long-term loyalty.

Retail 106

Retail Apparel Data Ecommerce 106

InMoment XI

FEBRUARY 7, 2024

Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. This is where integrated CX comes into play. AI Has Its Shortcomings, Too.

Hotels 195

Hotels Guest Experience Travel Social Media 195

Currency Alliance

DECEMBER 1, 2020

Apart from adapting to mobile apps and ditching plastic cards, the typical loyalty programs in 2020 still operate pretty much the same as they did at the turn of the century. And there are many, many more of these lookalike programs. Why hasn’t loyalty? Winning loyalty programs in 2025. Customer singular.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. When it comes to increasing profitability and retaining a loyal customer base, the ability to smartly source, analyze, and use customer feedback data to enhance services and products makes all the difference.

Analysis 195

Analysis Feedback Social Media Chatbots 195

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. Points and miles are a dominant and popular form of loyalty value. For some brands, issuing your own loyalty currency is certainly desirable. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Lumoa

JANUARY 19, 2023

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Decide When and How to Collect Data and Feedback 4. What are the key touchpoints for different personas? Remember, not all data is created equal.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

InMoment XI

SEPTEMBER 1, 2022

Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter. At InMoment, we frequently sit down with brand executives and look at real-time metrics that show how much revenue has been recovered due to their closed loop program. Recover Customers Effectively.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

Lumoa

JUNE 26, 2023

Omnichannel marketing customer experience is a strategy that integrates all marketing touchpoints – both offline and online – to create a seamless customer journey. Building an omnichannel experience helps you access customer data from all your touchpoints. Net Promoter Score – NPS 2.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

Comm100

FEBRUARY 10, 2022

Track and leverage customer data. So, research and source the best data-driven tools to secure actionable insights about your target audience. How to use customer data to offer personalized customer experiences? Customer data comes through various channels—email, website, social media, and sales calls. Use chatbots.

Self Service 130

Self Service Customer Service Strategy How To 130

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

TechSee

MAY 19, 2021

By streamlining the execution of once complex, labor-intensive, and time-consuming procedures such as basic troubleshooting, billing, data entry, workforce management, and order fulfillment, RPA frees call center staff for higher value-add work. Predict the Future with Data Analytics. Offer Hands-Off Help with Voice Capabilities.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

BirdEye

MARCH 10, 2022

In such an environment, the businesses that win are those who deliver superior customer experiences from the very first touchpoint. Customer experience is the sum of all the experiences that your customer has across every touchpoint. Data feedback You may have noticed Amazon’s great product recommendations that show up after purchase.

Customer Experience 98

Customer Experience Loyalty Programs Touchpoint Net Promoter Score 98

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Currency Alliance

MAY 9, 2017

But getting real value from loyalty programs has become harder and harder. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs. The typical consumer is now a member of lots of programs.

Loyalty Programs 40

Loyalty Programs Loyalty Social Media Consumers 40

Currency Alliance

NOVEMBER 22, 2016

But getting real value from loyalty programs has become harder and harder. In part this is because the biggest travel loyalty programs are getting watered down and due to the tremendous proliferation of other incompatible loyalty programs. The typical consumer is now a member of lots of programs.

Loyalty Programs 40

Loyalty Programs Loyalty Social Media Consumers 40

SurveySensum

AUGUST 19, 2024

This is one of the customer touchpoint examples where the brand engaged with Mike to remind and or understand why he abandoned the cart. This interaction at this touchpoint in Mike’s customer journey prompted him to become a customer from just a mere visitor. What are Customer Touchpoints?

Touchpoint 52

Touchpoint Examples Customer Journeys Social Media 52

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand. What is Customer Experience Improvement?

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195